Broken gadget puts John Lewis two-year promise on electrical to the test
Share:
Reader asked about replacement, repair or refund but was told muscle simulator only came with one-year guarantee. A while ago the Guardian wrote about John Lewis introducing a minimum two-year guarantee on all its electrical products. In February 2023 I bought a £200 Therabody PowerDot muscle stimulator there for my partner to help with health issues. She has only used it occasionally. When it broke, I wasn’t concerned as I knew the retailer has a two-year promise on electrical goods.
![[Zoe Wood]](https://i.guim.co.uk/img/uploads/2022/07/28/Zoe_Wood.png?width=75&dpr=1&s=none&crop=none)
However, when I asked about getting a refund, replacement, or a repair, I was told it only came with a one-year guarantee. I checked the definition of an electrical appliance and the Therabody muscle stimulator is one! I feel John Lewis needs calling out on this.
RS, Hassocks. The John Lewis website prominently says “two-year guarantee as standard … at no extra cost” on its electricals homepage, yet the product listing for this gadget under the “wellbeing technology” tab states that only a one-year guarantee is included.
I asked John Lewis to look into this and it explained that this item is categorised under “sports” as opposed to being part of its electrical department. It has been in touch to apologise for the confusion, and arranged a refund. It adds: “We’re also reviewing our warranty wording to make sure it’s clear for customers.”.
