John Lewis Delivery Nightmare

lesw

I think you have done the right thing to re-order through the Co-op.
I got my washing machine from them, delivered on time, no problems and even though I didn't pay for installation they put it right in place, all I had to do was hook up the hoses.

Skint_Catt

Is it more likely a problem with Wincanton? Do they have the washing machine? They're closing their Gloucester depot plus Trafford Park losing 1000 jobs. They could be in the process of shifting items between their depots? Although your contract is with JL there is very little that the company can do if Wincanton can't assist!

kentgirl_2

Skint_Catt wrote: »

Although your contract is with JL there is very little that the company can do if Wincanton can't assist!

I totally disagree with this statement.

John Lewis have paid Wincanton to provide a delivery service just as I have paid John Lewis for a service. If a 7 day advertised delivery in real terms equates to an 18 day delivery then surely this must go against the Sale of Goods Act or some similar consumer act?

If the Co-operative can get the same machine to me by Friday then I think John Lewis should investigate which courier service they use! More to the point, perhaps John Lewis could have paid for another courier to have delivered to me - I'm sure they could have found one in the phone book.

Skint_Catt

Lol, you've obviously never sat in an office and phoned your logistics company to change anything! It's a nightmare and rarely gets actioned. I can understand your frustration, but these things happen. Its a washing machine, not a life support!

And there's no such things as the Trade of Goods Act. Try the Sale of Goods Act.

JL Website "If you have ordered items that show delivery usually within 7 working days or items with a delivery time of 2 weeks or more, we'll call you to discuss delivery. "

kentgirl_2

Skint_Catt wrote: »

Lol, you've obviously never sat in an office and phoned your logistics company to change anything! It's a nightmare and rarely gets actioned. I can understand your frustration, but these things happen. Its a washing machine, not a life support!

And there's no such things as the Trade of Goods Act. Try the Sale of Goods Act.

Skint Catt I am so sorry that I made a typing mistake. Thank you for correcting me, the problem is I am very very stressed and tired. You say these things happen - well I ordered this washing machine on the 9th January based on a 7 day delivery so think I've got good reason to be unhappy that the earliest delivery date is now Monday the 26th January.

As for the comment about not a life support, my teenage son has just been diagnosed with a life threatening heart condition - so yes, I am aware of the difference between a washing machine and life support. As such, instead of having to spend every other evening in my local laundrette (not pleasant), I would prefer to be with him as he is not in good health at all. Still, at least I don't get to watch the British Heart Foundation advert which at the moment makes me want to burst into tears.

So thank you Skint Catt. By the way, do you work for John Lewis or Wincanton by any chance?

Skint_Catt

No, I don't but I have worked in some very frustrating positions! (Not retail or logistics per se just a lot of Head Offices!)

I'm sorry to hear about your son, I hope he stays/gets well and I do hope you get your machine very soon. It's not good service, but I'm worried about your blood pressure thats all I was trying to say about it just being a machine! :grouphug:

moneysaver

kentgirl wrote: »

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 16th. 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 but this somehow resulted in my order then being put back until the 21st January (today's date). 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!

You are being a bit harsh on John lewis with this one I am afraid. On your first post you said they offered to deliver on 16th, this is within the advertised delivery time. If this did not suit you it is not their fault, it is still within the 7 days as stated on the website ( some items can be 7 working days). Anything that happened after this date is nothing to do with John Lewis.


Moneysaver

kentgirl_2

moneysaver wrote: »

You are being a bit harsh on John lewis with this one I am afraid. On your first post you said they offered to deliver on 16th, this is within the advertised delivery time. If this did not suit you it is not their fault, it is still within the 7 days as stated on the website ( some items can be 7 working days). Anything that happened after this date is nothing to do with John Lewis.


Moneysaver

Moneysaver I need to edit my first post because it shouldn't have said the 16th. I would have been happy if it had been on this date which was last Friday, as yes would have been within the 7 working days. The delivery date they offered me was today which is why I took today as annual leave and yes, was over the 7 working days which is why I phoned them up. That is why I was so shocked when I then took the phone call last Saturday to say the earliest they could deliver was Monday the 26th.

I hope this clarifies the situation.

kentgirl_2

Just in case anyone is in any doubt

JOHN LEWIS have frazzled my brains!

kentgirl_2

Well Co-op certainly seem to have better communication with it's customers judging by the number of confirmation e-mails I've received.

Your product will be delivered on the date stated above, between
the hours of 7am and 8pm by our carriers Phoenix Distribution. An
email and SMS message advising of your scheduled 3 hour delivery
time slot will be sent to you after 6pm the day before your delivery
is due. Please note this is an estimated time slot and should be
used as a guide only. If you did not supply a mobile telephone
number at the time of ordering you will receive only the email.

Never received anything like this from John Lewis. I think John Lewis need to look into how the Co-op are able to get the same product to the customer so quickly for what is now a cheaper price than they charge. Perhaps they need to look at changing their Delivery Company?

As you can all probably see, I have calmed down a bit now, so thank everyone for their comments yesterday;)

Will be celebrating my last night at the laundrette with a nice drink afterwards:beer: