John Lewis, goodwill gesture for bad service & 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. 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?

wealdroam

What??

I just read this elsewhere.

Privateschool

Yes I posted twice as I got no helpful comments

sayahu

I guess what ever they offer is upto you to accept or decline ... so you should have some control over what they are giving you.

Have had £10 gift voucher in the past when I reported a minor fault with a product (option was keep product and £10 or return and get replacement). Had only reported as wondered if it would affect warrenty. Product worked perfectly fine as I told the SA, so took the £10.