John Lewis Delivery Nightmare

kentgirl_2

Has anyone had a 7 day free delivery which has turned out to be 18 days?

Ordered washing machine online on Friday 9th January 2008 after seeing it was slightly cheaper than Comet and offered a 7 day delivery. Was supposed to receive an e-mail within 1 working day reference delivery date. No e-mail received on the Monday and was a bit concerned, but too busy at work to chase the matter up. On Tuesday I received a phone call from Wincanton who apparently do the deliveries stating that the washing machine wouldn't be delivered until the 21st. I told them this was not acceptable as John Lewis advertised a free 7 day delivery. I phoned up John Lewis's Customer Service who told me they would escalate my order. Last Saturday I was horrified to receive another call from Wincanton telling me the earliest date they had to deliver my washing machine was Monday the 26th January! I phoned Customer Services up again at John Lewis and told them this was not acceptable and I had to have a washing machine by today. I was promised a call back within 4 hours but this never happened. I thought that perhaps as it was the weekend I would get a call on Monday instead - but no of course not! I phoned them up yesterday and was told they would do everything they could to try and get a machine to me earlier. Well I wasn't able to cancel my day's leave at work so am sitting at home at the moment absolutely fuming, especially as I do not know if I can get time off at short notice when the machine is delivered. I am also annoyed that I have now lost 2 days annual leave because of John Lewis, in addition to having to go to the laundrette every other night, after spending a hard day at work which is costing me a fortune.

Sorry to ramble a bit but I'm getting worked up just typing this. I did send an e-mail to their customer services department but received a pretty standard e-mail back. To think if I had gone to Comet, it would have been here within 2 days. I have been told that after my machine is delivered, I will get a goodwill gesture but at the moment I feel like telling them where to put this!

moneysaver

When you spoke to them on the Tuesday & the delivery date did not suit, you should have cancelled right away. After all Comet were going to deliver within 2 days.

I would rather use John Lewis than Comet any day but that is a matter of choice.Never bought anything from Comet,curry's, Dixon's due to bad aftersales.



Moneysaver

St0lli

I am really surprised you've had this problem with John Lewis. I've only experienced a problem with them once when we purchased something like a nintendo for my son's birthday. He went to use it and a cable was missing. When I went back to the store and compalined and mentioned it was son's birthday they also gave him a travel case, free game and another accessory. You should try and get hold of a manager at CS and tell them about the shoddy service and tell them you would like some compensation.

Good luck!

xoxlauraxox

I've had 1 delivery mess up so far with JohnLewis, I paid extra to get it delivered on the day I would be home, waited in all day & it didn't turn up :rolleyes:

I just ordered a mattress yesterday which was on 7 day delivery so we will see, apparantly they will call me to sort delivery.

Hope you get your order sorted

Laura x

kentgirl_2

St0lli wrote: »

You should try and get hold of a manager at CS and tell them about the shoddy service and tell them you would like some compensation.

Good luck!

Demanded to speak to Senior Management, but was fobbed off. Trouble is when you order online instead of instore, you seem to be just a number

I must admit I persisted with my order as everyone had told me how good John Lewis were, but must admit, their goodwill gesture would have to be pretty good for me to use them again.

bubblegumcola

The only problem I have had with John Lewis was years ago when I was told my cot and pram would be delivered in the morning and they packed the van in the wrong order so I got them last thing at night.......still arrived the day they were supposed to and they did let me know delivery would be later in the day.

John Lewis have really let you down, they have a very good reputation for their customer service and I would get back on the phone or email them to demand they get you a machine asap. They have broken their contract by not delivering it when they said they would. Keep hassling them! They bend over backwards for some customers when they complain and should be doing their best for you.

I agree with other posters, I'd rather have buy and have delivery from John Lewis than some of the other retailers out there. I personally have not had a bad experience from them, they've always been very helpful with me.

kentgirl_2

Well I have insisted I must have a washing machine here by Friday, explaining that I cannot get leave next week. The person at John Lewis phoned me back and said that if I still wanted a Bosch 1400 spin the only one they could get to me by express delivery was £468 and they could only offer me £50 off. The Bosch 1400 Machine I had paid for was £318 so obviously this is a big difference to find.

I explained that I had entered into a contract with John Lewis and they had in fact broken this contract by not delivering within 7 days but the man on the phone wouldn't budge. Incidentally one of John Lewis's member of staff on Saturday told me not to accept anything less than a 20% goodwill gesture. When I mentioned this, the man said there was no record of this being said so he couldn't do anything.

I feel absolutely gutted that I have had to lose today as a day's leave, and spent a fortune at the laundrette. I wish I'd paid the £30 difference and gone to Comet in the first place.

To say I am angry and stressed is an understatement:mad:

kentgirl_2

Well I have just placed an order for the exact same model with Co-op online electricals with delivery being this Friday. It is only £1 more than what John Lewis charged me as on the 9th January my order was £319 although I've just this minute checked the John Lewis website and the same machine is now showing as £352.

I'm really surprised at this as I never thought to look at the Co-op. Just wished I'd found the site originally. Hope they live up to their Friday promise as it also happens to be my birthday on that day and the thought of not having to spend the night at the laundrette will be the best present I could ever have!!!

Here is the link to the Co-op site in case anyone else wants a bargain Bosh Washing Machine!

http://www.coopelectricalshop.co.uk/products/ProductDetail.asp?ProductCode=BOS-WSH-WAE28363GB-W

The only problem I now have is that John Lewis have said it will take about 5 days before I see this refund in my account which is going to make me seriously overdrawn.

maryjane01

I am not suprised at all to hear about your predicament.

JOHN LEWIS ONLINE IS NOTHING LIKE JOHN LEWIS INSTORE.

I would take a gamble with almost any unkown online company than buy from John Lewis online again, even though I am more than happy to shop instore with them. They seem to have a completely different set of service standards and the call centre staff are next to useless who seem to make things up, including delivery dates, to get you off the phone. When we were getting a fridge and washing machine delivered 2 years ago, I spent hours on the phone trying to sort it out, not to mention the days off work waiting for the items to arrive. In the end we only got the fridge delivered after my husband got a phone number direct to the delivery and dispatch depot and they prioritised the delivery. Then the call centre people almost tried to deliver us a second fridge after the delivery guys promptly sorted it out. We were out of pocket quite a bit in the end. We made pages of notes on the saga, but as we had just bought our first house we were so busy doing DIY we never got around to complaining.

My boss also ordered a big appliance online and also received poor service.

Sorry, I can't offer anyhelpful advice, just never order from them again and tell as many people as you know not to either.

wendym

We have bought electricals from John Lewis because of generous warranties and the assumption that their after sales would be reliable. Three weeks ago our television packed up - we had days of pointless 'have you tried x?' on the phone, promised return calls not happening, etc. A week ago it was collected by the local company they use for repairs. I have just rung for a progress report, and been told that they have no idea when it might be looked at. So the 5 year warranty isn't really with John Lewis; you are at the mercy of a local firm, and if they turn out to be gormless...........
I am really disappointed, although it's nothing like as bad as the washing machine saga. Clearly John Lewis don't feel they need customers!

Edited to add: our TV was bought instore.

kentgirl_2

Maryjane - so glad I'm not the only one! I even told John Lewis this morning that I would post on here about my John Lewis experience and even that didn't improve things.