John Lewis - surprised at such bad customer service

London_Town

I love John Lewis too and have always found their customer service light years ahead of anyone else, particularly the likes of "Currys".
The very few times I've had a problem, John Lewis staff have worked hard to put things right and I've always been happy with the outcome.

The only frustration I have with John Lewis is that I wish their store coverage was geographically broader. It takes me around 45 minutes by car to get to their Solihull branch which is my current nearest one.

Retired_at_55

Until now I always experienced good service from John Lewis. Today I have complained to them as a last resort. Twice on two consecutive days I was told by customer service staff that a Supervisor would telephone me - the second time it was to be by 7 pm - no call received either time. I. sent an email and from the response - the person who replied had not read the email. Am I wasting my time or has anyone had a satisfactory response from John Lewis Customer Services/Complaints?

I'll be interested to hear as I'm wondering if I have much hope following a genuine complaint. I am asking as this is at page 4 on this thread now and I'm having doubts about a favourable outcome.

skm75

I had a terrible experience with John Lewis. I cannot understand why the online service at John Lewis is so woefully lacking. I bought a computer and paid for named/next day delivery. Didn't turn up next day, then the following day only delivered monitor and on the third day I'm still waiting. When I called customer service, they seemed completely unaware that this was not a good service. They couldn't pass me to a team leader or manager as I was told they were all in a meeting and wouldn't be out for the rest of the day. ALL in a meeting, what kind of company leaves the shop floor empty of ALL senior staff for hours on end?? No-one could do anything to help and when I said to them that it was ridiculous that no senior staff member was on the shop floor to deal with this, they hung up on me! Twice!! On the third attempt I said that I'd like to cancel the order and get a refund and they said they wouldn't be able to as they didn't know where the parcel was and until they got it back they were keeping my money. They promised to call me back the same day with an update but didn't, and again today, after I called, they said they would call me back as they couldn't locate the parcel, but who knows if they ever will or if I will get my computer/refund.

Do not buy from John Lewis website as invariably, something always goes wrong and their staff don't care.

kah22

Anyone have a name for the day to day manager of
johnlewis.com,
Selectapost 57,
Sheffield
S97 3GL

Writing to an individual as opposed to sending an email to a department email box should result in a more satisfactory reply

Kevin

Paulscarbs

I ordered a Brother printer from John Lewis for £99.97. Website said delivery would be within a week.
One week later and no delivery.
During the second week I received a text alert while at work telling me delivery would be in the morning. I got home and picked up a 'failed delivery' card on the door step. The card had no personalised message and no way of rearranging delivery to suit me.
The same thing happened for the next two days.
I contacted John Lewis a couple of days later to hear they had refunded me as the printer had been returned.
I went to re-order the same item and specify a different delivery address but the price on the John Lewis site had jumped up to £159.97.
WHAT?

What redress do I have, if any?

Pound

I wasn't too impressed with John Lewis in Birmingham train station last time I shopped. Just before Christmas I saw a nice shirt in a clearance section marked down to half price. When I got it to the counter they wanted full price, I showed him the price tag and he told me it's the Boxing Day price and they were just getting everything labelled up. That shop didn't even open Boxing Day.

DCFC79

Paulscarbs wrote: »

I ordered a Brother printer from John Lewis for £99.97. Website said delivery would be within a week.
One week later and no delivery.
During the second week I received a text alert while at work telling me delivery would be in the morning. I got home and picked up a 'failed delivery' card on the door step. The card had no personalised message and no way of rearranging delivery to suit me.
The same thing happened for the next two days.
I contacted John Lewis a couple of days later to hear they had refunded me as the printer had been returned.
I went to re-order the same item and specify a different delivery address but the price on the John Lewis site had jumped up to £159.97.
WHAT?

What redress do I have, if any?

Redress for what ?

Just move on and fight more important battles.

JBiicon

Wouldn't be easier if there was just an app to help this?

Literally one like a WhatsApp that just let you communicate directly with customer services teams of a range of different retailers. I mean it wouldn't completely negate the possibility of bad experiences, but would at least make contacting customers services more pleasant in my opinion!

Madmel

Another complaint about them, this time the Exeter branch. I ordered a Miele washing machine (£949) from them because they offered the extra 8 year guarantee on top of the standard 2 years. I was unable to access any delivery slots online so purchased over the phone. I also requested disposal of the old machine (there were 2 but they will only take 1) and connection of the new one for an extra £34. Delivery was 30th March.

The story is long and involved and still not resolved as they delivered a machine so defective that it could kill (bare wires showing through a frayed flex). The installers have no qualifications or expertise in installing washing machines and JL customer service lies repeatedly. It has been a nightmare and to add insult to injury, they have had £983 of mine since 20 March. I still do not have a working machine; DH and I disconnected and removed both broken machines ourselves as their "experts" were unable to do it.

What has worked is being very assertive on Twitter. Tagging JL and using strongly emotive terms has at least got me the customer service manager in London on the case who has sent (appallingly spelled) emails several times each day. Miele were also tagged and contacted me as well - they promised to lean on JL to sort it out. JL now has just called to say it will be with me in 15 - 20 minutes - I'm not holding my breath.

JL will not be getting my business again. Their delivery system cannot cope with the workload and their customer service people twist anything you say. Supposed experts are anything but and it has been a really stressful experience.

bod1467

JBiicon wrote: »

Wouldn't be easier if there was just an app to help this?

Literally one like a WhatsApp that just let you communicate directly with customer services teams of a range of different retailers. I mean it wouldn't completely negate the possibility of bad experiences, but would at least make contacting customers services more pleasant in my opinion!

Maybe the Resolver people should create an app?