John Lewis Delivery Nightmare

Skint_Catt

kentgirl wrote: »

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

Now THAT'S just an excuse!!! :rotfl::rotfl::rotfl: glad you're getting your machine! I'll keep the Co-Op in mind!

ThinkingOfLinking

John Lewis online are nothing like their stores. They took almost a year to pay out the cashback they owed me to Quidco, and as for delivery of my laptop; the company they used; Home Delivery Network or something simiar, left it at a random person's house several doors down; thank god they were nice, honest people and I got my laptop but I was seriously peed off. In store, they're always helpful and friendly; 11 months after buying an electrical item, I took it to be repaired as it died and they just exchanged it with no problems asked.

Juliepink26

Just had my own John lewis nightmare this week,
Bought a Duliat hadheld blender, after 5 weeks it broke was told will be sent new one, Explained I need it asap said they will send next day delivery, niped to pick up daughter gone 10 min and missed it on saturday. So waited in all day monday, when called the delivery service was told comming tomorow...ok ive wasted a whiole day in for nothing. Tuesday by 5.30 still no delivery ring them and told it couldnt fit on the van..... Would come Wednesday... call John Lewis am told the home delivery network have lost it !!!Arghh.. So they will send a new one to arrive by 10.30am Tomorrow morning..ok.....10.30...11.00...12.30 still no blender......call them told its now comming Friday.....This morning, my blender has just arrived,open it up and the entire back is hanging off with all the wires hanging out... :eek:

Ive just called demanded a manager pronto, told them in no uncertain terms I want a full refund NOW, which was then given,.... and was also given 35.00 as a goodwill gesture on top... Thats the most appaling swervice i vew had from a major department store. Will be getting a diffrent blender somewhere eles.

kentgirl_2

Juliepink26 wrote: »

Ive just called demanded a manager pronto, told them in no uncertain terms I want a full refund NOW, which was then given,.... and was also given 35.00 as a goodwill gesture on top... Thats the most appaling swervice i vew had from a major department store. Will be getting a diffrent blender somewhere eles.

Julie

How on earth did you manage to speak to a Manager? I've been demanding that with every call!

Juliepink26

Ive spoken to a manager on nearly every call you have to be transferd, as soon as i call I make it very clear that that I want to speak to a manager or senior member of staff, use my poshest voice and explained I am late for a apointment with my accountent, and have not recived call backs in the past and I was this matter delt with now, NEVER GET ANGERY.and start shouting.. Just explian clearly what the problem is and why you are upset, and you feel let down by a major stor name such as john lewis.speak to them like a naughty child, I find it works ever time..x

SandC

I'm quite surprised at your bad customer service, it should be the same countrywide.

I ordered a chair from them some time ago, it was free delivery and you could pick your day and I was very pleased indeed to see that they delivered on a Saturday. It turned up as planned in a John Lewis van from Cheadle so I reckon because of my proximity from the store (30miles or so?) I didn't have to rely on a distribution centre.

I have got a fridge freezer on order from Co-Op electricals as we speak and I've got free delivery from them with a Saturday slot and they apparently text you the evening before to give you a 3 hour delivery slot so that you are not hanging around all day.

ThinkingOfLinking

SandC, I live 3 miles from my nearest store; they still had a delivery service from Home Delivery Network rather than John Lewis; I only bought online to get online cashback and use a discount code...

bottomsup

Just to balance it out, I've used JL twice online and they have been fantastic both times.

The second time was for a new tv - they turned up 10 minutes early, unpacked the tv for me, checked it all over to confirm it was perfect, and even carried the packaging to the garage for me.

The delivery people were very nice, polite and friendly.
I would certainly buy online from them again.
Sorry to hear about people who have had problems.

wannamakeamil

I have worked at the website department of john lewis. They are striving to do their best. I would advise you contact:
Shash Mistry
Customer Service Manager
John Lewis Direct
Draycott Avenue
London SW3 2NA

kentgirl_2

I did this and got this very standard response:-

[FONT=Times New Roman, Times, serif]Dear Mrs xxxxx,[/FONT]

[FONT=Times New Roman, Times, serif]We thank you for your email regarding order number xxxxx.[/FONT]

We apologise that you have not received the service you would normally expect from John Lewis Direct.

Please be assured that the relevant department are currently dealing with this matter and you should receive a telephone call within the next 24 hours to discuss this matter further.

We trust this information will be of use to you. If we can be of any further assistance, please do not hesitate in contacting us on the telephone number below.

We thank you for contacting John Lewis Direct.


[FONT=Times New Roman, Times, serif]Yours sincerely,[/FONT]

[FONT=Times New Roman, Times, serif]Elaine Jappy[/FONT]
[FONT=Times New Roman, Times, serif]John Lewis Direct[/FONT]