More troubles for me!
I brought an aftershave spray for my son for christmas from John lewis. He unwrapped on xmas day only for us to find the assistant had given wrong stuff (box looks the same i think) it wasn't the spray but like a splash on. Took back yesterday but to get the item i wanted or thought i had, was going to cost me an extra £11. At the time i brought it they were giving discount & were price matching debenhams.
I tried to state my case that I had been giving the wrong stuff anfd i shouldn't have to pay any extra but they weren't having it and all they could do was offer refund or i pay extra. Now surely this is their mistake not mine and i should be able to get the product i thought i asked for, fro the price i've already paid??
I didnt pick it up off the shelf the girl behind the counter did, put it in a bag and i took home and wrapped up a few days later. Admittedly i didnt check what it said on box in the writing on the bottom, but even so not my mistake.

I ended up taking a sale boxed set of the fragrance for £6 less but for half the amount I originally brought. I feel very dissappointed, and with my idiot of a husband who was like agreeing with them that that was the best they could do!!! he might as well have worn a JL badge with his name on it. Plus the assistant kept calling me 'darlin' which i asked her to stop.

I am going to phone them this morning but should i really be pushing for the item i asked for, at the price i was charged or am i expecting too much?? everyone makes mistakes but this wasn't mine and surely they should honor what i thought i had brought.

You pay the price of the item you are buying on that day not the day you purchased the other item unfortunately.

I have used this to my advantage at Laura Ashley when I bought some wall paper at full price then a couple of days later it was in the sale. Took it all back got a full refund then re bought it at the sale price.

I find normally that the splash versions are cheaper than the spray ones so I expect the prices of the two would possibly have been different on the day of purchase anyway. As for who's fault, well thats tricky, they may say you asked for the £30 box (for example) rather than the particular version. I've never had a problem with returning goods to JL so you may be lucky.

Yes JL are normally good but around this time of the year I think they have a different view but worth trying.

I can't really follow the logic here.
You bought an item costing £30 (for example) and wish to change it for an item costing £40 without paying the difference. If you had got the item you had asked for in the first place it would still have cost you £40 so why would you now expect a discount ?
Please tell me if I am misunderstanding something.

Even if they had given you the correct item, it would have cost more (even with discount)  than you paid for the wrong item.

So you want them to give you a more expensive item, for the same price you paid for the one you got..

is that what you are saying??

> You bought an item costing £30 (for example) and wish to change it for an item costing £40 without paying the difference. If you had got the item you had asked for in the first place it would still have cost you £40 so why would you now expect a discount ?
> Please tell me if I am misunderstanding something.

I think the grumble is that there was an offer on at the time the item was bought which would have made item B £30 say but because of the mix up the OP has missed out on that offer which is no longer available.
It is unfortunate but I think the onus has to be on the purchaser checking their item.

yes what i was expecting is that they swap the item of splash stuff for the spray as that is waht i asked for and thought i had paid for. I have noe idea how much each item is as they had offers on, the girl told me the price and i said yes. Its not i liked i picked the box and took it to the counter, she picked off the shelf behind her scanned it and put in bag. I dont normally have any issues with JL and shop there over anywhere else, but theyb really seemed to miss the point of their staff making the mistake, not on purpose but now i am the one with the hassle of returning plus having to spend more money - if i had wanted same amount, 100mls.
maybe I am expecting too much, just feel peeved by something that is not my error.

Like I said I think the onus has to be on the customer to check their purchase.  In a busy store it must be easy to miss hear occasionally.
Couldn't he have just kept the splash on, it was at the bargain deal after all?
My hubbie would be mortified to be given a spray on "purfume" but then I guess that is the difference in the generations :-D

well its for my 22 yr old whos never used splash on! they spray it everywhere.
Have just spoken with section manager and explained, very apologetic and if i go back in she will do complete exchange for what i thought i brought. She also apologised for the older lady calling me Darlin all the time and thought it was an este lauder 'way' of talikng to customers.
I knew JL would rectify if you speak to the right people and don't get fobbed off. We have rights as customers, they are a huge store and although this was a mistake I shouldn't be the one paying for it.

I am very glad they are rectifying for you and am not surprised but I doubt you ever had a "right" in this instance so I would be thanking them :)
The "darling" thing is unforgivable though Estee Lauder or not :-D

>We have rights as customers, they are a huge store and although this was a mistake I shouldn't be the one paying for it.

I'm glad it's being resolved to your satisfaction but in this case, I think it's a goodwill gesture by JL in the name of customer relations rather than your 'right' to an exchange.  In handing over your money, you agreed to purchase the item that was given to you.  The fact that you didn't check the contents of the bag is entirely your responsibility and there is no fault that I can see on behalf of the retailer at all.  In fact, it is JL's right in this instance to tell you to jog on as you really haven't a leg to stand on.  Luckily for you they value their reputation for good customer service.

Darling is as bad 'love'or 'guys'. I hate the restaurant lingo !

I've always found JL customer service to be impeccable so not suprised you got your problem resolved in the end, perhaps the first lady you spoke to was speaking fromt the Estee Lauder 'hymnsheet' rather than a JL one.

I Love JL :-)  Just wish I was closer to one.

I also love JL & its always my first port of call when i go into town. Maybe I should have checked before she put it in the bag but these girls normally know their products and i have never had a problem before, plus they get it from the shelf behind them and you are in front of large display counter.
Lesson learned double check what they put in I suppose, over all the years of buying stuff from the make up counters this is the first time its happened and I have never checked my goods til getting home from JL.