John Lewis’s Two-Year Gadget Guarantee: How a Malfunctioned Device Challenges Consumer Trust

A while back, the Guardian reported on John Lewis implementing a minimum two-year warranty on all its electronic items.

In February 2023, I purchased a £200 Therabody PowerDot muscle stimulator there for my partner to assist with health challenges. She has utilized it only sporadically. When it malfunctioned, I wasn’t worried as I was aware the retailer guarantees a two-year window on electrical devices.

However, when I inquired about receiving a refund, replacement, or repair, I was informed it only carried a one-year warranty. I verified the definition of an electrical appliance, and the Therabody muscle stimulator qualifies as one! I believe John Lewis should be held accountable for this.

RS, Hassocks

The John Lewis site prominently states “two-year warranty as standard … at no additional cost” on its electrical products page, yet the product description for this device under the “wellbeing technology” section declares that only a one-year warranty is provided.

I requested John Lewis to investigate this matter, and they clarified that this item is classified as “sports” instead of being part of their electrical range. They reached out to apologize for the misunderstanding and processed a refund. They also mentioned: “We’re reviewing our warranty language to ensure clarity for customers.”

Recently, I wrote about a reader who, due to new Brexit regulations, was facing difficulties sending books to Ireland. Several of you contacted me with similar experiences. HM from London conveyed:

I took my package, which had two shirts, to my local postal facility, where the employee completed the customs documentation. Two weeks later, it was sent back due to “insufficient customs details” (the clerk had noted “clothes” and value £0.01). I returned with the form filled out by myself this time, clearly stating the contents, weight, value, and marking it as a gift. It was sent back two more times before I used Royal Mail’s online customs form, which generates a code at the end. When I returned to the post office, the clerk was amazed; they hadn’t been informed about the codes! On my fourth attempt, the parcel successfully reached Ireland.