Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • littleblue735
    • By littleblue735 5th Apr 17, 12:50 PM
    • 52Posts
    • 20Thanks
    littleblue735
    Dreadful service from John Lewis installation team.
    • #1
    • 5th Apr 17, 12:50 PM
    Dreadful service from John Lewis installation team. 5th Apr 17 at 12:50 PM
    Think twice before using their ‘highly skilled and first class installation team’

    I ordered an integrated washing machine from JL back in Jan and paid the extra £85 for installation by one of their own teams. After 3 hrs of trying to get it level, they admitted it had faulty back legs, I said I wasn’t happy to accept a faulty item so they agreed to leave it in place and order me a new one. I noticed they had also chipped the worktop and cabinet trying to force it in. They noted this damage and told their boss. I phoned Customer Services and they told me to get a quote to replace the worktop and they would pay.

    After 5 weeks wait a new delivery team installed the replacement machine, however they connected it to the hot feed pipe, I even told them the boiler was firing up so surely it was the incorrect pipe. I know that much !! they assured me it was correct and left. I put on a wash and lo and behold the machine was filling with boiling hot water, so the plastic was hot to touch. Another phone call and they sent another team a week later to swap the pipes. So six weeks without a working machine!!

    I had two fitters round who wouldn’t quote as the work would be very fiddly, i.e they would have to remove some of the architrave to fix new worktops ( I have a tiny kitchen), I spoke again to JL who sent a contractor they use to fit their kitchens. He agreed that replacing the worktop would be a fiddly job and I would end up having to replace architrave and tiles so I agreed to them fixing the damage. I also couldn’t afford to take more days off work. It looks better but still obviously damaged.

    I have had to take two days off work to meet the three installations teams and the fitter, and wasn’t happy about being palmed off with a faulty machine and the damage so I wrote an email to the Customer Services Dept detailing the dreadful service I’d received, they didn’t even bother to reply and after two weeks of chasing I’ve finally had a response. No apology for any of the issues I had and a paltry offer of £100 in vouchers, despite me saving them over £500 in fitter fees to replace worktop. I replied saying I wanted the £85 installation fee refunded also but have not had a reply.

    So much for their first class service….!! I won't be buying any electrical items from them again.
Page 1
    • agrinnall
    • By agrinnall 5th Apr 17, 3:44 PM
    • 18,185 Posts
    • 13,873 Thanks
    agrinnall
    • #2
    • 5th Apr 17, 3:44 PM
    • #2
    • 5th Apr 17, 3:44 PM
    Seems pretty poor, when I've had problems with JL I've found that escalating it to the Executive complaints team has achieved better results.
    • DCFC79
    • By DCFC79 5th Apr 17, 8:57 PM
    • 29,749 Posts
    • 18,836 Thanks
    DCFC79
    • #3
    • 5th Apr 17, 8:57 PM
    • #3
    • 5th Apr 17, 8:57 PM
    Think twice before using their ‘highly skilled and first class installation team’

    I ordered an integrated washing machine from JL back in Jan and paid the extra £85 for installation by one of their own teams. After 3 hrs of trying to get it level, they admitted it had faulty back legs, I said I wasn’t happy to accept a faulty item so they agreed to leave it in place and order me a new one. I noticed they had also chipped the worktop and cabinet trying to force it in. They noted this damage and told their boss. I phoned Customer Services and they told me to get a quote to replace the worktop and they would pay.

    After 5 weeks wait a new delivery team installed the replacement machine, however they connected it to the hot feed pipe, I even told them the boiler was firing up so surely it was the incorrect pipe. I know that much !! they assured me it was correct and left. I put on a wash and lo and behold the machine was filling with boiling hot water, so the plastic was hot to touch. Another phone call and they sent another team a week later to swap the pipes. So six weeks without a working machine!!

    I had two fitters round who wouldn’t quote as the work would be very fiddly, i.e they would have to remove some of the architrave to fix new worktops ( I have a tiny kitchen), I spoke again to JL who sent a contractor they use to fit their kitchens. He agreed that replacing the worktop would be a fiddly job and I would end up having to replace architrave and tiles so I agreed to them fixing the damage. I also couldn’t afford to take more days off work. It looks better but still obviously damaged.

    I have had to take two days off work to meet the three installations teams and the fitter, and wasn’t happy about being palmed off with a faulty machine and the damage so I wrote an email to the Customer Services Dept detailing the dreadful service I’d received, they didn’t even bother to reply and after two weeks of chasing I’ve finally had a response. No apology for any of the issues I had and a paltry offer of £100 in vouchers, despite me saving them over £500 in fitter fees to replace worktop. I replied saying I wanted the £85 installation fee refunded also but have not had a reply.

    So much for their first class service….!! I won't be buying any electrical items from them again.
    Originally posted by littleblue735
    You said they tried to force it in, was it because it was too tight for the gap ?

    Did you measure the gap ?
    Can people stop loaning money/being a guarator to family/friends, it rarely ends well and you lose out as your money is gone or you get shafted with being a guarantor.
    • littleblue735
    • By littleblue735 6th Apr 17, 7:21 AM
    • 52 Posts
    • 20 Thanks
    littleblue735
    • #4
    • 6th Apr 17, 7:21 AM
    • #4
    • 6th Apr 17, 7:21 AM
    The gap is a standard unit so they didnt have to force it in, they were just very heavy handed, hence the damage.

    Thanks Agrinnall, on the website it says to email the Head of CS if I'm not happy with outcome. I'll try them.
    • littleblue735
    • By littleblue735 19th Apr 17, 12:54 PM
    • 52 Posts
    • 20 Thanks
    littleblue735
    • #5
    • 19th Apr 17, 12:54 PM
    • #5
    • 19th Apr 17, 12:54 PM
    Update.....I emailed the whole saga to their Head of Customer Services, and have been offered another £100 in gift card or refund. Needless to say I accepted the refund.

    More importantly I received an apology and an acknowledgement that the service I received was appalling from start to finish. They will be looking into the poor service of the installation teams also.

    What annoyed me the most was that from day one, I've had no apology from any of the multiple staff that I dealt with throughout the six weeks until I spoke to the Head of CS staff.

    So I'm still down on two days of annual leave but I've agreed to settle for the £200. But never again will I use JL in house contractors!!
    • missile
    • By missile 19th Apr 17, 2:51 PM
    • 8,768 Posts
    • 4,232 Thanks
    missile
    • #6
    • 19th Apr 17, 2:51 PM
    • #6
    • 19th Apr 17, 2:51 PM
    Good to hear you eventually got an apology and compensation.
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home
    • macman
    • By macman 19th Apr 17, 6:25 PM
    • 41,138 Posts
    • 16,878 Thanks
    macman
    • #7
    • 19th Apr 17, 6:25 PM
    • #7
    • 19th Apr 17, 6:25 PM
    Even the mighty JL are sometimes fallible. However your real mistake was ordering an integrated machine, which is tricky to install and even harder to repair or remove once in place, as the two fitters who declined the work would have realised.
    Go for freestanding every time (same applies to dishwashers).
    No free lunch, and no free laptop
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

4,295Posts Today

10,828Users online

Martin's Twitter