Damaged Lego Boxes from John Lewis UK

chacha on 20/10/2016 - 17:39

Hi fellow OZ Bargainers
Can you please help me how best to deal with John Lewis UK in relation to their poor packaging?
I recently bought the Porsche, Pet shop and Technic Tractor from them, but only the Porsche arrived in a box. Other arrived in a satchel packs. Yes, its unbelievable. The boxes were squashed, broken and falling apart. With in one hour or receiving the goods, I emailed them with photos. I got a response from them saying they happy for a refund or exchange. But the catch his I have to send it back to them, postage will roughly cost about $100-$150 or more to send those 2 sets back.
What options do I have?
I paid via pay pal, can I lodge a pay pal dispute?
Your help is much appreciated.

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Comments

  • PrimalNuke on 20/10/2016 - 18:00

    Doesn't PayPal offer to cover return shipping?

    Edit: They do, but only offer up to $45 per return. See here, https://www.paypal.com/au/webapps/mpp/returns

    • Marrk on 20/10/2016 - 18:03
      +1

      You have to activate the offer, doubt that it would cover returns for purchases prior to this.

      • PrimalNuke on 20/10/2016 - 18:06
        +1

        Oh, wow. Didn't realise this, sorry OP.

  • whooah1979 on 20/10/2016 - 18:02
    +1

    nvm.

  • Marrk on 20/10/2016 - 18:02

    I would definitely be lodging a PayPal dispute, attaching pictures of the damage. When they respond to the claim repeating what they have said, say that you are happy to return the products at their expense. If you cannot come to an agreement, you can escalate the claim after a certain period of time, and PayPal will then decide the outcome. PayPal sides with the buyer more often than not.

  • whooah1979 on 20/10/2016 - 18:04

    PayPal sides with the buyer more often than not.

    the buyer still have to return the items for a refund.

    • Marrk on 20/10/2016 - 18:06

      PayPal can return the funds to the buyers account, regardless of whether the items have been physically returned or not.

      An example of this was when I ordered an $1,100 arcade machine from interstate last year, and it arrived damaged. PayPal sided with me and provided a refund, and the seller never arranged for a courier to pick it up at their expense. The box is still sitting in my garage.

      • bluedufflecoat on 21/10/2016 - 08:32
        +2

        why is it still in your garage? Maybe you should ask them for rent money (storage costs) :)

  • hell0 on 20/10/2016 - 19:37
    +1

    This is unfortunately a part of the risk of buying from overseas. Postage is going to be your expense and the only thing you can do is ask the company if they are willing to refund you a portion of the cost as a good-will gesture. I had a situation where I purchased a hard drive from B & H and it came DOA… I had to send it back to Vietnam as B & H wouldn't refund/exchange unless I also sent back the discarded OEM packaging.

  • stringbean402 on 20/10/2016 - 19:51
    -2

    What's the problem, is the the lego broken or am i missing something?? You don't buy lego to admire the unopened boxes do you? Is that a thing?

  • blitz on 20/10/2016 - 20:03
    +2

    Would be good to see pics so we know what we're dealing with here.

  • t_c on 20/10/2016 - 22:31
    +1

    Can they ship you new boxes?

    • Nutrino on 20/10/2016 - 22:52
      +1

      Lol

  • kickling on 21/10/2016 - 08:28

    Ask them about refunding you postage because you should not be out of pocket for receiving goods in a broken condition. Basically they should rectify the problem to leave you in the original expected position.

    I've done this before with damaged goods or actual wrong items with other sellers.

    Otherwise paypal dispute.

  • affable on 21/10/2016 - 11:48
    +2

    Was "John Lewis UK" born yesterday? Anyone who has posted a product knows the product box is not a shipping box, even when it has bubblewrap around it. My bet is they didn't have a suitable size shipping box, and thought they might be able to get away with it.

    • blitz on 21/10/2016 - 19:26
      +1

      I agree. Imagine how the retailer would react if the wholesaler just shoved the Lego boxes on the truck rather than packing them correctly.

  • chacha on 21/10/2016 - 11:55
    -2

    Thanks heaps guys, I have emailed them asking who is going to bear the return cost and if it's an exchange to guarantee the safe delivery. In the mean time I checked with AUSPOST, to send 2 LEGO sets in 6KG weight will cost about $100. Do you guys have any experience or recommendations with a delivery service?

    Plan B is to negotiate shipping cost paid by them or worse case is the pay pal dispute?

  • snook on 21/10/2016 - 22:52

    Packaging isues from John Lewis was discussed at length on the Porsche post, and I do believe that the conclusion was - the packaging would be like it now is.

  • rartelif on 21/10/2016 - 23:30

    I got the same issue with OP. After negotiation, they agreed to refund 30GBP($50AUD) for my Pet Shop. I am scared to send them back because of the postage issue, so happy to accept the refund.

    • kickling on 23/10/2016 - 08:40

      Good outcome

  • crippie on 22/10/2016 - 16:27
    +2

    And now they have stopped shipping all Lego to Australia, so problem solved for them

    • stringbean402 on 24/10/2016 - 14:47
      +1

      Yep.. whingers have ruined it for everyone else now.

  • Kelvin on 22/10/2016 - 17:30

    When you buy lego form overseas.. expect to the receive the box squashed..

    Everyone knew.. that. squashed boxes were a likelihood.. most of us a prepared to put up with it.. if it means getting over lego fix at 30-40% off..

    This is completely NORMAL…

    If you are collector.. buy locally.. if you must have the box in pristine condition..

    Another source of cheap overseas lego with cheap postage.. is gone.. because of few people..

    just when the technic bucket wheel excavator, came back in stock at around $250,, with $15 delivery.. RRP here is $399…

    How many people seriously keep the box.. after building it…? Once you open it.. it basically looses most of its collectors' value..

    • kickling on 23/10/2016 - 08:39

      Even if you're not a Lego collector, and when you think outside the topic for any type of goods purchased, it is reasonable to expect your goods to be packaged appropriately no matter what it is.

      I'd be disappointed if I bought this Lego for a birthday present and had to give it to him/her in that condition. I'd be disappointed if I bought a bluray and the case was smashed although the disc worked fine.

      And yes, Lego collectors like keeping the box to have the entire set package. Perhaps slight OCD is a common trait of ours :-)

    • [Deactivated] on 23/10/2016 - 17:21

      Totally agree, thanks for contributing to this OP. Although I can sympathise that you're not happy with the packing that was the risk of ordering with them and this was clearly highlighted in the original thread.

  • seijai on 25/10/2016 - 19:37

    Thats not too bad, here's the Pet Shop I received

    https://s11.postimg.org/kug8woxur/IMG_20161013_1129492.jpg

    They gave me a 30 pound refund so I took it

    Also ordered 2 x Porsche, and only 1 was delivered. Chasing up the second one.

    Funny enough, John Lewis does not ship Lego to Australia anymore (probably since the last couple days)

    • [Deactivated] on 25/10/2016 - 20:30

      Yeah, i'm sure the fact that they are having to refund you guys close to $60 per order had nothing to do with that!

      • seijai on 26/10/2016 - 00:19
        -1

        I think it has to do more with distribution rights in certain territories…..

  • snook on 27/10/2016 - 12:31

    Yeah, thanks a lot to all you box whingers, no more lego will be shipped to Australia from John Lewis. That's just great for the people who wanted to build their lego isn't it!

    It was KNOWN that John Lewis didn't protect their boxes and that they would arrive damaged. If you wanted to collect, you should have bought locally. Now you have all whinged for cash refunds and ruined it for the rest. Good on you.

    • seijai on 28/10/2016 - 12:32
      -2

      LOL

      So anything you buy from overseas you should expect to be damaged?

      Sour grapes anyone?

      • snook on 31/10/2016 - 10:21

        I'm interested in Lego for other people (at times) but I myself do not collect or build lego.

  • t3chshopper on 08/11/2016 - 13:04
    +1

    My Porsche didn't even arrive. After claiming that they attempted delivery (wife home all day, and no notication left), after I contacted them they said that the courier would contact me and try to re-deliver it. That was the last that I heard from them.

    PayPal dispute was successful.

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