John Lewis - surprised at such bad customer service

Eastie77

Hello Jaime,

Well, the online world is certainly a powerful medium. I had no idea MSE allowed company reps on this site so that is interesting. I also complained about John Lewis on Twitter and your company is now one of my 'followers'

Following on from the above I was further annoyed to receive an e-mail from your customer services team yesterday once again stating that the item 'will be delivered to you today' and promsing that if I was not in it would be delivered to one of my neighbours. This despite the fact that the day before I was told that I was getting a refund as the item would NOT be delivered (no explanation given). Of course the TV did not turn up ysterday. Your call centre staff tell your customers one thing and the courriers do another. I appreciate it might be difficult for the two to work in tandem at times but it is so frustrating! I am waiting for a refund so that I can go and buy another TV and I will certainly think twice before purchasing anything on johnlewis.com again.

I've sent so many e-mails to John Lewis I am frankly loathe to send yet another one to yet another address laying out all the problems I've experienced. I am, however, writing a full letter of complaint to the head of your Online Selling department, Jonathan Brown.

Thanks,
Eastie

anotherbaldrick

As far as I can see John Lewis have committed an offence under the Sale of Goods Act . Having accepted your offer to buy the television at the said price they are contractually bound to you to perform their part of the contract and perform accordingly. I do not think the fact that it is a distance sale affects that. In your letter to them you should make reference to that point . In fact you should not have cancelled the order but written to them demanding "Specific Performance,"

zppp

anotherbaldrick wrote: »

As far as I can see John Lewis have committed an offence under the Sale of Goods Act . Having accepted your offer to buy the television at the said price they are contractually bound to you to perform their part of the contract and perform accordingly. I do not think the fact that it is a distance sale affects that. In your letter to them you should make reference to that point . In fact you should not have cancelled the order but written to them demanding "Specific Performance,"

Sorry but you are wrong. When someone (like the OP) orders online, most wesbites have terms stating that no contract is created until the goods are dispatched. Therefore non-performance of the contract cannot be an issue, as there was no contract.

The only right the OP has under the DSRs is to cancel.

anotherbaldrick

zppp wrote: »

Sorry but you are wrong. When someone (like the OP) orders online, most wesbites have terms stating that no contract is created until the goods are dispatched. Therefore non-performance of the contract cannot be an issue, as there was no contract.

The only right the OP has under the DSRs is to cancel.

It's not the conditions which are stated on the website that matter , consumer law takes precedent.

DebMoll

I placed an online order for 4 chairs on 11/12.1o, to be delivered within 5 days. Two chairs were delivered on 20/12/10, and since then nothing else has arrived. John Lewis are blaming City-Link and the backlog of deliveries. City-Link are completely incommunicado - hanging up on their automated service when you call.
I have repeatedly called John Lewis customer service dept and emailed them, and whilst the team are courteous they have been unable to give me any ueful information and indeed have twice informed me that my delivery would definately arrive on a specific day, so I have stayed in and lo and behold no delivery has materialised.
I believe that their customer service emails should be suspended as there is no customer service merely an automated service or someone saying they have passed my complaint on to the 'appropriate dept' and then no one has responded. I find it amazing that in such a large organisation there is no one who can take responsibility for my order or proactively try to help me.
I have been told twice that someone senior would contact me between specific times and guess what? No one has had the courtesy to contact me to help me resolve my order.
The fact that the chairs were bought for Christmas is now a memory, and I feel that I will be lucky to get them for Easter at this rate.
I cannot imagine EVERY ordering online with John Lewis again or using City-Link as there is no service and no support.
The whole situation is a fiasco.
Yes, I was given £30 on 23/12/10 for the 'poor service', and I believe that I was one of thousands - their customer service dept said 3,400 who were told that their order would not turn up for Christmas. However at this time they told me my order would arrive between 29-31/12/10.
This week they offered me £20 for the poor service, which probably wouldn't even cover the cost of my phone calls to their 0845 number. I refused.
Help - where do I go from here?

broughton777

I also am aggrieved at the shoddy customer service from John Lewis. I appreciate that they have a huge number of customers and maybe I am one of the few where everything has gone wrong, but they have made very little effort to improve my service and situation.
I bought a Dell Laptop from them in Jan 2012 - it stopped working in May 2012. There was no power at all. I called them and they said that would send out someone to collect it so I didn't need to take it into the store for repair - all sounded good and what I expected by paying above the premium for the laptop.
The guy pitched up and tried to turn on the computer - which of course did not happen BECAUSE IT WAS BROKEN! He then said that would not take it away and that I had to call again and get it taken into a store! So 4 days without a laptop wasted. I called their tech support who said that I could take it into store and they would issue me with a replacement while mine was being repaired - o.k I thought they can not be responsible for all the people they contract their services out to - so I went.
When I arrived I told the tech support guy that I had discussed about a replacement with the tech support team, he said that none were available and then wrote on my form that I had not requested one.
I called up tech support one week later to see the status of my repair and when I was going to get it back and was told that it had not even left John Lewis Oxford Street yet!!!!!!!
This has now taken 2 weeks to get no where, it feels like I have been passed from incompetent pillar to incompetent post and I am very disappointed in the whole service by John Lewis and their approach to my situation, they do not seem to care! I am very surprised and disappointed, I will think twice next time and simply order on line from DABS or Amazon.

MX5huggy

Why would you buy a DELL laptop from anyone but DELL?

broughton777

I agree, bad mistake of mine. The cost of the same laptop at DELL was only £10 less and I thought the JL customer service would be better but obviously wrong.

mynameistallulah

broughton777 wrote: »

I also am aggrieved at the shoddy customer service from John Lewis. I appreciate that they have a huge number of customers and maybe I am one of the few where everything has gone wrong, but they have made very little effort to improve my service and situation.
I bought a Dell Laptop from them in Jan 2012 - it stopped working in May 2012. There was no power at all. I called them and they said that would send out someone to collect it so I didn't need to take it into the store for repair - all sounded good and what I expected by paying above the premium for the laptop.
The guy pitched up and tried to turn on the computer - which of course did not happen BECAUSE IT WAS BROKEN! He then said that would not take it away and that I had to call again and get it taken into a store! So 4 days without a laptop wasted. I called their tech support who said that I could take it into store and they would issue me with a replacement while mine was being repaired - o.k I thought they can not be responsible for all the people they contract their services out to - so I went.
When I arrived I told the tech support guy that I had discussed about a replacement with the tech support team, he said that none were available and then wrote on my form that I had not requested one.
I called up tech support one week later to see the status of my repair and when I was going to get it back and was told that it had not even left John Lewis Oxford Street yet!!!!!!!
This has now taken 2 weeks to get no where, it feels like I have been passed from incompetent pillar to incompetent post and I am very disappointed in the whole service by John Lewis and their approach to my situation, they do not seem to care! I am very surprised and disappointed, I will think twice next time and simply order on line from DABS or Amazon.
Job number 960687/ ref number 120608/000079

Call through to head office, ask to speak to the Customer Service Manager, tell them you have exhausted the in store procedure. They'll get it sorted for you.

georgiesmum

Certainly sounds as if you have been very unlucky with JL. I have ordered a few large items from them and never had any trouble. Going to order a laptop soon so hope they get their problems sorted. I go with them because i trust them. Hope it's not misplaced.