I won't buy from John Lewis ever again

fortythree

I don't think I'll explain it all again, Gers. I'm not quite sure why you feel the need to go over the warranty again at this juncture? I am not going to post all the ins and outs as that would take too long, but we have the paperwork and are suitably intelligent enough to know that a mistake was made.

As was mentioned earlier, there was a genuine issue and JL acknowledged the deal we were supposed to be getting at POS differed from what we actually got sent on the paperwork. It was not our interpretation, it was an admin error at their end.

What you believe is right or wrong about the way we handled this is up to you <shrug> the experience has been chaotic, prolonged, and the goods delivered were A) Not the right model and were not in the state they should have been supplied in - as was confirmed by the delivery team who uplifted today. As far as I'm concerned, I've made people aware of what's happened and they can form their own opinions. I know what my opinion is of JL now based on the experience I have had and I will hesitate to buy anything from then again based on the goods delivered, not the warranty issue.

miniemma

Fortythree - did you buy from johnlewis.com or from a store?
(Sorry if that has already been mentioned on the thread)

I will never deal with Johnlewis.com again but I am very happy with the stores.

fortythree

We ordered over the phone from a store in the SE.

gordikin

fortythree wrote: »

update: refunded and they have offered compensation, so I'm pleased CS have sorted it out quickly today so brownie points to team today, but I'll still think twice about buying from them again. Thanks for all your replies everyone.

Remind me of the title of your OP please?

Azari

gordikin wrote: »

Remind me of the title of your OP please?

It's listed at the top of the page.

Please remember to press the thanks button for this useful information.

vyle

Azari wrote: »

I always thought they were.

It seems that certain people here, for reasons of their own, were determined that nothing untoward had happened when to anyone with half a brain it was clear that things were not as they should have been.

However, although JL pride themselves on excellent customer service things can go wrong even with the best of companies so it might be worth giving them another chance.

My hotpoint machine arrived in packaging AND wet inside...well damp... and all the paperwork was in a sealed, waterproof enevelope, so some DO come damp. I assumed it was because the factory does a test run before sending them out. I suppose not every manufacturer does that though.

pmduk

fortythree wrote: »

However, there was no packaging on the machine and when I queried it the drivers claimed they'd 'removed it in the van'.

Had they really done this why wasn't the packaging still there for you?

fortythree

fortythree wrote: »

a different set of delivery drivers have picked it up. They confirmed that the way it was packaged was not how a new machine should arrive. According to them, peven if the outer layers were removed in the van, the door should've been taped shut and the interior should have had lots of packaging in it and defo not been wet/had salt residue in it. and I quote 'Is this how the machine arrived? Was their new packaging inside? No tape on the doors?

Having spoken to an independent electrical retailer and asked how the machine should arrive he has confirmed it should have been packaged, he also mentioned the fact that when the machine was turned on for the first time, if it hasn't been used before ita light comes on asking you to set the water hardness. If the light was out it would show the machine had been used and this is backed up by the fact there was salt salt refill.

I'm glad it has been sorted - machine gone, money back (I hope!) so we will be going to our independent to order a new one. :beer:

fortythree

Arsed up my quoting there by adding new text. Should read 'was there no packaging...'

Should add the water hardness light was out on machine.

Gers

fortythree wrote: »

I bought a dishwasher from John Lewis 2 weeks ago. It was supposed to be (finally) delivered yesterday. We bought it cos it had an extended 5 year warranty, but then yesterday got letter through saying we had a 2 year warranty and could only have the 5 year for an extra £80.

So we told them to hold the delivery while we sorted it with CS. The driver cancelled our delivery and told us we'd have to rearrange even though the warranty issue was sorted out at about 11.30 and our slot was till 2. I can appreciate they may have been busy, this is not the main issue.


.

fortythree wrote: »

I don't think I'll explain it all again, Gers. I'm not quite sure why you feel the need to go over the warranty again at this juncture? I am not going to post all the ins and outs as that would take too long, but we have the paperwork and are suitably intelligent enough to know that a mistake was made.

As was mentioned earlier, there was a genuine issue and JL acknowledged the deal we were supposed to be getting at POS differed from what we actually got sent on the paperwork. It was not our interpretation, it was an admin error at their end.

What you believe is right or wrong about the way we handled this is up to you <shrug> the experience has been chaotic, prolonged, and the goods delivered were A) Not the right model and were not in the state they should have been supplied in - as was confirmed by the delivery team who uplifted today. As far as I'm concerned, I've made people aware of what's happened and they can form their own opinions. I know what my opinion is of JL now based on the experience I have had and I will hesitate to buy anything from then again based on the goods delivered, not the warranty issue.

I only 'went over it again' as it was the main/first point of your original post - that the warranty issue caused you to cancel the initial delivery. Now you seem to want to gloss over it and focus on other problems (again, which I can't comment on).

Perhaps if you hadn't cancelled the first delivery you wouldn't be in the position you find yourself in now? Perhaps if you understood the warranty issue all will be well?

You haven't actually explained the outcome of the warranty problem apart from saying that JL are at fault - it would be helpful if you could tell us how JL are at fault with the warranty.

Of course, you don't have to explain but it would help us all to understand the problems. Was the free extended five year warranty not from the manufacturer? Was the free extended five year warranty actually from JL?