John Lewis - Excellent Shopping Experience!

Leodogger

Don't know if this is the right place to post this but I had to congratulate John Lewis on its excellent prices and customer service.

I had looked for ages for a cooker hood and decided to go for John Lewis as the price was as low as any other web site but their guarantee is extended free to 2 yrs.

I ordered the cooker hood which stated a 7 day delivery slot, when I checked their online order status a couple of days later it said it was despatched but when it didn't arrive 2 days later and I checked the site it had not been amended with a delivery date so I rang them (that was on the Friday as the 7 day delivery time ended the following Monday). They apologised and said it was marked as despatched as it had been picked at the manufacturer's warehouse but the delivery slot would come from them. As I needed the cooker hood quickly I said I might decide to cancel it, but they offered to ring me on the Monday (this was on the Friday) just to check if I still wanted it. In the end when they rang me on Monday last week I decided still to wait for it and I got it 10 days later than promised but what really impressed me was the "after" sales service. When I said I would still have it they told me I would be notified by Indesit when it would arrive but did confirm it would be delivered on Wednesday this week (today), 10 days later than promised (it had actually been out of stock when they first checked with Indesit). They apologised and confirmed it would be delivered within a 3 hour timeslot from 8am on Wednesday and again they apologised and said I would get a text Tuesday PM from Indesit to confirm the delivery time. I got the text yesterday to say it would be delivered between 8am and 11am traffic permitting. I then got another text message at 8.25am this morning to say it would be delivered within one hour and bang on time it arrived at 9.25am. The driver asked me if I wanted to be contacted by any insurance cos. and when I said no, he made a note on his electronic device. One and a half hours later, John Lewis rang to check I had received the cooker head and apologised again for the delay in delivery and said they would be crediting my bank account with £10 as an apology !

What an excellent customer service, pity all companies are not the same. I have already had my laptop from them and have always found them to be polite, competitive and have excellent customer service.

Unless anyone knows different ? :T

ormus

im not to sure about their excellent prices, but their customer service is second to none.
my SIL bought a tumble drier off them and after 3 yrs it packed up.
they didnt make that model anymore and they offered a better one as a replacement.
after a week it packed up. SIL asked for a refund, and got it.
ps
the refund was for the cost of the new machine.
so he ended up with more money than he actually spent. and had a free machine for 3 yrs.

ic

I had a nightmare with them over Christmas when trying to get a price match on a TV. After placing the order over the phone, them confirming the price match and then delivering the TV they then reneged on the price match and refused to refund the price match amount (so insisting I pay their standard price).

After numerous calls I gave up on the phone and went to my local store, who then bullied the online department down the phone line into refunding the price match amount. I later wrote a letter of complaint detailing the four weeks of agro, and I got a call back within a few days from somebody in the senior management team who thanked me for bringing the various problems to their attention, promised to take them all up personally, refunded me £100 by way of apology and gave me their direct number in case of any future problems.

So in my eye they'd more than made up for their initial failings, and hopefully they fixed the issues I'd highlighted.

cddc

Use them as a rule as first choice if they sell something I want. Shame they don't run local councils, an energy company or BT. Life would be so much easier.

Would that all companies we run on the same model and had the same ethos of customer service. They are not always the cheapest, but they have yet to let me down......

TanDiy

We also always to look John Lewis first. Recently purchased a new electric cooker hob with free three year warranty and accidental cover. Only last week purchased a TV with free 5 year warranty at a cost of some 250 cheaper than Argos. Sometimes they are more expensive than alternatives but I have found their customer service second to none - unlike Currys but that is another story!

david29dpo

Took my 18 month keyboarded back last week, replaced it there and then. Try that at PC world!