John Lewis rubbish service

Ilovecupcakes · 31 December 2012 at 1:29AM

Hi l bought a cake stand from John Lewis and requested it be sent to my local store for click and collect.

Went to collect it yesterday and when l got back to my car with it l realised the box seemed quite small so opened it and they had only sent one plate from the 3 part stand.

Went straight back to the click and collect counter and the assistant phoned up and arranged for a replacement stand to be sent out ( this was to be a whole new stand not just the missing parts) l left the one plate l had been sent with them as obviously it was of no use to me.

However when l got home l recieved an email from JL giving me a returns number and requesting l send the unwanted item back to them. Obviously l no longer have the item as l left it with the click and collect assistant. Have went onto my JL account and another has been ordered at full price, my online banking is showing as being debited twice by them so l have been charged for the original and the replacement!

Have emailed them but no response yet, also tried phoning but kept on hold for 15 minutes so gave up as was on my mobile. The stand was bought using xmas money given to me and l really cant afford to pay for it twice. What can l do??

miduck · 31 December 2012 at 1:43AM

It's hardly "rubbish service" just a simple misunderstanding. If you can't wait until they reply then post on their Facebook wall, they'll get your problem sorted in no time.

Ilovecupcakes · 31 December 2012 at 2:02AM

miduck wrote: »

It's hardly "rubbish service" just a simple misunderstanding. If you can't wait until they reply then post on their Facebook wall, they'll get your problem sorted in no time.

Actually yeah l would say going all the way to my nearest JL shop (15 miles away) to collect something only to have been sent the wrong thing, then be charged twice for it, then to not reply to my email and keep me on hold for 15 minutes on an 0845 number is pretty rubbish service. I don't have facebook but will see if a friend can contact them on it for me thanks.

merlot123 · 31 December 2012 at 3:43AM

http://www.johnlewis.com/Help/Help.aspx?HelpId=6#complaints

Use this link to email head of customer service at John Lewis, look under step 3 of the complaints procedure.

I had to email JL a few months ago from them, (damaged chair on delivery, not JL fault, took 10 weeks to collect it though) they were very prompt at getting back to me once I emailed HO.

I agree with the poster above, the service wasn't rubbish, JL don't do rubbish, its a mix up which can be easily resolved with an email.

Techhead_2 · 31 December 2012 at 7:36AM

Ilovecupcakes wrote: »

Actually yeah l would say going all the way to my nearest JL shop (15 miles away) to collect something only to have been sent the wrong thing, then be charged twice for it, then to not reply to my email and keep me on hold for 15 minutes on an 0845 number is pretty rubbish service. I don't have facebook but will see if a friend can contact them on it for me thanks.

1) You can't reasonably complain about the distance as you decided to travel there.
2) They didn't purposely make a mistake
3) If you send an email on a Saturday; it's impatient to expect a reply by Sunday.

About the only thing you could legitimately have a grievance about at this stage is being kept on hold. But as you have no idea about why the hold times were long then is probably not worth making your life more stressful by fretting over it.

If they don't sort out the mistake in a reasonable time then it would be appropriate to complain but at the moment I fear you are being melodramatic.

terra_ferma · 31 December 2012 at 9:22AM

Techhead wrote: »

1) You can't reasonably complain about the distance as you decided to travel there.
2) They didn't purposely make a mistake
3) If you send an email on a Saturday; it's impatient to expect a reply by Sunday.

About the only thing you could legitimately have a grievance about at this stage is being kept on hold. But as you have no idea about why the hold times were long then is probably not worth making your life more stressful by fretting over it.

If they don't sort out the mistake in a reasonable time then it would be appropriate to complain but at the moment I fear you are being melodramatic.

Was thinking exactly the same, give them a chance, and if they don't behave reasonably then complain. It's not reasonable to expect a reply within a few hours, 24/7, nor to expect that mistakes never happen at John Lewis, particularly at this busy time of the year.

SuperHan · 31 December 2012 at 6:11PM

merlot123 wrote: »

I agree with the poster above, the service wasn't rubbish, JL don't do rubbish, its a mix up which can be easily resolved with an email.

It's impossible to say they don't do rubbish. All it takes is one person on an off day to give someone a horrible customer service experience.

If this was a post about Currys everyone would be shouting shoddy service, true or not!

I agree that this is more of an inconvenient mistake than "rubbish service" and will probably be easily solved by contacting HO.

gregg1 · 31 December 2012 at 7:15PM

merlot123 wrote: »

http://www.johnlewis.com/Help/Help.aspx?HelpId=6#complaints

Use this link to email head of customer service at John Lewis, look under step 3 of the complaints procedure.

I had to email JL a few months ago from them, (damaged chair on delivery, not JL fault, took 10 weeks to collect it though) they were very prompt at getting back to me once I emailed HO.

I agree with the poster above, the service wasn't rubbish, JL don't do rubbish, its a mix up which can be easily resolved with an email.

I disagree. John Lewis are becoming more and more unreliable, particularly their online service which is pretty bad a lot of the time I have used it.

dalesrider · 31 December 2012 at 8:12PM

Ilovecupcakes wrote: »

keep me on hold for 15 minutes on an 0845 number is pretty rubbish service.

Try 01236 634444 instead.....

bubblegumcola · 31 December 2012 at 8:30PM

I buy a lot from JL using their click and collect service and have seen customers waiting to collect items only for the assistant to discover the box is damaged or the parcel has got lost somewhere whilst I've been sitting waiting for my stuff. Quite often the assistant checks if the item is available in the shop to give to them instead to save it being reordered. Surprised they didn't offer that to you.
Have they arranged free delivery of the cake stand to you as an apology? Or they could refund your travel/parking costs if you have to go into the shop again to collect it as your first journey was a wasted trip as the goods weren't all there? They should have called the website whilst you were there, explained the situation and got the refund done while you were there and then reordered the new one. I saw a similar thing happen to a customer when I was in 27th collecting some clothes I had ordered. Something had not arrived for a lady but the customer had confirmation and the assistant was straight on the phone to the website and then they passed it over to the customer so the refund could be done and I think an item was either taken from the shop floor or it was reordered for them.

You could phone your store that you collected from and ask to speak to the person who dealt with you there and explain the situation. Might speed it up?

Littlestars_2 · 31 December 2012 at 9:03PM

The way the system works is that you are charged and then refunded when the broken one is sent back, but as it was in store items are not sent back for 7 days unless they send it off sooner. Emails can take 24-48 hours for a response and it may be better to call during the less busy times, but your not going to be stuck paying for two items and only having one