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Unable to Instigate Return for Lenovo ThinkPas

2020-07-12, 10:59 AM

I purchased X1 7th Gen (order# #10486774009) on 8th June and the next day telephoned requested to cancel this order and instead order a higher specification laptop instead. I was told this would not be a problem and I would not get billed for this original order and would not receive the product. On this basis I ordered the higher spec laptop.


I did receive the original order for the laptop I had cancelled the order for and was charged for it. I have followed the steps in Lenovo DR Return policy and despite numerous attempts have not received the information from Lenovo that allows me to instigate a return.


I am consequently left with a product I do not want and was told I would not receive and I have been charged for it. Lenovo have not followed through on their commitment to process a return and refund for this item.



8th June - Order submitted for X1 7th Gen (order# #10486774009). This being the disputed order

Attachment – Order Confirmation Email.docx


9th June - Called Lenovo asked to cancel order and place new order for 8th Gen (this is the order I am happy with)

Was told no problem, as previous order not dispatched and I would only receive 8th Gen and would not be charged for previous order. I was told I would not receive the X1 7th Gen (order# #10486774009).

10th June – I received shipment for 7th Gen (order# #10486774009), which is the product I was told I would not be sent.

10th June - I called Lenovo DR to request return, and was told no problem and I gave all the information over the phone including serial numbers and was told I would receive an email from their courier with a link to arrange return

I was told this email would come within 5 days. It has never arrived despite chasing.

11th June – I emailed Lenovo DR to request return with all details, serial numbers etc and photos 

Attachment – Request Return Emails


13th June - received email from Lenovo to supply same information 

15th June - emailed again to request return, again with all details, pictures of labels etc

Attachment – Request Return Emails

I have never received a response for this email.


20th June - telephoned to request return

23rd June - emailed again to chase up

Attachment – Follow up 23-06-20

I have never received a response for this email.


25th June – I called again, was told to supply different email as could not get through, I supplied this.

30th June - emailed again, requesting formal complaint

Attachment – Follow up 30-06-20

I have never received a response for this email.


What can I do?


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  • Message 2 of 2

Re:Unable to Instigate Return for Lenovo ThinkPas

2020-07-13, 7:19 AM

Hello and welcome to Community,


I'm sorry you've not had the shopping experience you would have expected, I've reached out to the responsible team asking that your situation be addressed soonest. If I receive any updates I'll pass them along but hope you find out first.




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Lenovo eServices

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