John Lewis - great customer service

Gers

A big thumbs up to JL again.

Three weeks ago I bought a Humax HD PVR and today it broke. Took it back and they immediately exchanged it, no issue, no problem and no hassle. In addition, as the item had come down in price by £30.00 since my purchase I also got that refunded. And, of course, my guarantee starts again.

Well done John Lewis. Yes, I know that on average their prices are higher but with such great customer service then (for me) it's worth it.
:j:j:j

Gertie_Walker

I agree...why dont other stores cotton on to this? Its not rocket science is it?
I ordered some goods online and paid £10 to have them delivered last Saturday. Unfortunately, they were sent to the wrong depot, but no problem, they delivered them later and cancelled the delivery charge.

Gers

Update on this - the second Humax failed! :mad: So I rang Humax and explained, then got an email from them saying 'we have been unware that any units made it out to retailers with this issue' so obviously John Lewis got a bad batch.

Now taking the failed unit back to JL for Humax to collect and exchange for another one. Have alerted JL about their bad batch though I'd hope that Humax did this earlier.

So, still a thumbs up for JL from before, a thumbs down to Humax for letting faulty units out there and a thumbs up to them for swift response. Let's just see if the exchange happens properly. Incidentially Humax did want to send a new machine to my house but it would have meant staying in all day and I can't do that.

Not holding my breath so far!

Vaila

i think john lewis' customer service is great, the shop assistants are always helpful and knowledgable, they dont pressure you to buy anything (unless they work at the beauty counter) and nothing seems too much a trouble with them, i also made my first online shop with them and hoped it would set a standard, unfortunately not
but any way a great overall service

Mrs_Ryan

Have to agree here. Bought a few bits in JL Nottingham and was well impressed, I went in to see if they had the Notts Rugby shirts (they didnt) but were able to tell me why, and exactly what stock they would be getting which was really helpful to me. There was also a very helpful lady in the haberdashery dept who was able to help me with which needles I needed for my cross stitch. Yes, they're a bit more expensive but they do give good service.

jayship

Mrs_Ryan wrote: »

Have to agree here. Bought a few bits in JL Nottingham and was well impressed, I went in to see if they had the Notts Rugby shirts (they didnt) but were able to tell me why, and exactly what stock they would be getting which was really helpful to me. There was also a very helpful lady in the haberdashery dept who was able to help me with which needles I needed for my cross stitch. Yes, they're a bit more expensive but they do give good service.

They are well known for their excellent service. I don't think they are any more expenssive than other department stores due to their ''never knowingly undersold'' slogan. They will pricematch excluding the internet.

Gers

Hot news: JL will now price match against internet prices, with some notable exclusions!

http://www.shopsafe.co.uk/news/john-lewis-launches-online-price-match-promise/10160

http://www.dailymail.co.uk/news/article-1314430/John-Lewis-pledges-match-online-prices-competitors.html

fluffnutter

I don't think they are particularly expensive. They can't compete with the interwebular but which magazine always does a price check on high street goods and John Lewis are often the cheapest.

vyle

Mrs_Ryan wrote: »

Have to agree here. Bought a few bits in JL Nottingham and was well impressed, I went in to see if they had the Notts Rugby shirts (they didnt) but were able to tell me why, and exactly what stock they would be getting which was really helpful to me. There was also a very helpful lady in the haberdashery dept who was able to help me with which needles I needed for my cross stitch. Yes, they're a bit more expensive but they do give good service.

I dunno how long this will last though, because the pay, compared to similar jobs elsewhere (especially considering how little knowledge and work is required in similar jobs) is really low.

A few of my colleagues have left my department for the apple store. Less housekeeping is needed as there is less stock and the store layout is minimal, they only need to know about apple products, rather than know about Apple and everything else under the sun (Whether we sell it or if it's actually relevant to anything) and the pay STARTS £3 an hour higher than my branch's 'good performer' rate.

So yeah, knowledgeable, helpful, willing staff are going to be leaving for competitors and other walks of life because JL is stubbornly refusing to pay above their definition of market rate -- which incidentally they compare with bottom rung tesco checkout staff, who don't get involved in customer compensation, merchandising and training.

home_alone

Gers wrote: »

Hot news: JL will now price match against internet prices, with some notable exclusions!

l

I bought a sony bravia 46" tv for my son I had an internet best price (richer sounds) of £999 for the same tv with 5 years warranty and £899 for 2 years, John Lewis said they would price match the lower price and give me a 5 year warranty with it, cant beat that, original JL price was £1049. Best shop in the UK.

martynelmy

Beware of JL's small print!

I found an Indesit IDC75 tumble dryer on-line at Sainsbury for £179.99 including delivery with 12 months labour and 60 months parts guarantee. On the JL site it was £199 with their 2 year warranty, so I called them and told them about the Sainsbury offer, the nice Scots lady on the phone thought it should be no problem to price match, so I went ahead and ordered from them.

4 days later I received an email to say they could not price match becasue Sainsbury's was only 1 year warranty. I discussed this over the phone but they would not budge, so I cancelled and ordered from Sainsbury on Friday, they have delivered today - SUNDAY.

Most people including me thought JL offered to 'price match' not 'package match'. They have sadly gone done in my estimation!