John Lewis, goodwill gesture for delay?

Privateschool

We bought a £520 fridge from John lewis five weeks ago, and the website said up to 5 weeks delivery, the five weeks runs out on sunday and the website said dispatched two weeks ago and the money taken. We called up johnlewis.com and were spoken to by an unhelpful scottish man, who simply repeated over and over that dispatched doesn't mean dispatched, and that the item wasn't in stock and so wouldn't arrive within the 5 weeks. :mad: he then told us to wait until they did deliver and we would be called to discuss a goodwill gesture. We are angry that we will wait longer as 5 weeks is very long anyway, empiredirect.com offered the same one with next day delivery for cheaper, but we chose JL for the excellent service we always had in store. Also we are angry at the money being taken despite the fridge not being in stock. AND to be spoken to by a man who repeatedly became frustrated and raised his voice, only to realise then repeat the exact same thing politely from JOHN LEWIS! WHAAAAAATTTTT????? They're supposed to be brilliant at customer service! So what does everyone think and how much should we expect/hold out for?

Looksguywalker

Cancel and get it cheaper from empiredirect by friday.

CoolHotCold

What's a F/F model?

LisaW123

John Lewis online branch does seem to offer an inferior customer service to its High Street store counterpart. We buy a lot from John Lewis and, on the odd occasion there has been a problem, the store have bent over backwards to resolve it and have never tried to dispute anything we have said. I have found the staff from the customer service centre (ie the people you would speak if you have bought something online) less helpful and more inclined towards confrontation. We had a problem with an item of furniture from John Lewis.com, which had slight damage on delivery. A replacement was arranged without any problems, but the replacement delivery turned up at a time different to that which had been agreed and we were out. I wasn't best pleased, with either the fact of this or the attitude of the customer advisor I spoke to at John Lewis.com. I subsequently asked to speak to a supervisor and the matter was resolved amicably. We were given £50 compensation for the inconvenience. I've heard that this is a standard offer for them, but I guess compensation could be contingent on the value of the item (ours was quite an expensive piece of furniture), the degree of inconvenience and what they told you about delivery times when they accepted your order.

By the way, most people you speak to at JL's customer service centre will be Scottish. It is based in Renfrewshire.

If you are very unhappy about the member of staff's attitude, try emailing a complaint.

bazster

Looksguywalker wrote: »

Cancel and get it cheaper from empiredirect by friday.

Yup, that sounds like the thing to do.

Sooler

As the item has been despatched the OP will have to return it to get a refund !!!!!

Despatched means despatched- sent on it's way from the warehouse to the customer, entitles them to take payment.

Phone customer service again and mention breach of contract.

mynameistallulah

Sooler wrote: »

As the item has been despatched the OP will have to return it to get a refund !!!!!

Despatched means despatched- sent on it's way from the warehouse to the customer, entitles them to take payment.

Phone customer service again and mention breach of contract.

They are not (yet) in breach - they have until Sunday to deliver within five weeks.

OP, either email a complaint or call and ask to speak to a manager - if it is coming direct from the manufacturer, they should be able to call through and find out if it is on the way or not.

warehouse

Do not put up with lousy customer service. Complain about his attitude. People like that should not be in a customer facing role.

Looksguywalker

Sooler wrote: »

As the item has been despatched the OP will have to return it to get a refund !!!!!

Despatched means despatched- sent on it's way from the warehouse to the customer, entitles them to take payment.

Phone customer service again and mention breach of contract.

Read the OP again. It hasn't actually been despatched.

bazster

Sooler wrote: »

Despatched means despatched- sent on it's way from the warehouse to the customer, entitles them to take payment.

Apparently not. Read the original post. JL told the OP that not only does despatched NOT mean despatched, but that the item wasn't even in stock.

agrinnall

It doesn't matter whether it's been despatched or not, the OP can cancel under the DSRs either way. JL online would then have up to 30 days to refund the payment.