Opinion

Never knowingly refused?

John Lewis, the retailer, is to introduce a policy which will go well beyond any legal obligation to please consumers.

Whilst the firm is well known for its 'never knowingly undersold' warranty that means that it aims to always be the cheapest on the high street (they stopped matching online traders a few years ago), they're to introduce a new policy that allows customers to return anything at anytime. This will go beyond their 28 day return policy.

But it's not as good as it seems and there are a couple of 'gotchas'. The first is that the item must be unused and the second is that the customer must have the receipt for the item. The latter is quite unlikely.

Whilst most of sales for John Lewis are in areas other than IT, this may cause some concern for those retailing computers and accessories. Maybe this will be the start of a change on the high street?

This was first published in April 2011

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