John Lewis rubbish service

caderidris123

gregg1 wrote: »

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.

Miracle - after my wife had to rant at Night Freight contact centre, their operatives had to walk, in the rain, the 100m to our house to FINALLY collect the old dishwasher 33 days after our order was placed, and 29 days after it was booked to be collected!! The stress caused by this lack of service consideration is extensive, not least to the driver and his mate who had not been told!!! Over to you John Lewis!

Completely agree Gregg1 - Staff remain permanently polite (other than the under-trained and completely ignorant temporary Staff employed over Christmas and New Year) and if I had £1 for every time I heard 'sorry' from them I would be able to buy out the most incompetent Courier (Night Frieght) and help restore JL's erstwhile impeccable and caring quality of service. From badly managed initial order and delivery dates confirmed, through a complete abdication of responsibility and lack of ability to do anything other than apologise every few seconds.

And as for Night Freight who have clearly got John Lewis by the unmentionables, their contact centre staff are rude and utterly alien to any form of Customer Service Standards. They are also completely incompetent and described as such by the drivers sent out to face customers' wrath..............not once, but twice in consecutive weeks where the same fundamental error ('please note, our street is too narrow for any delivery vehicle larger than a Luton Van') meant that the delivery men had to carry a dishwasher up our street but then they, and their colleagues who made the trip today, refused to carry away the old dishwasher despite having been paid in December so to do!

Come on John Lewis, you used to be a Company with the very best reputation but these guys control you, and have no interest in your customers and their needs - we have so far taken 6 days off work between us to try to fit in with your badly organised and disgracefully managed delivery of just two items!

As a matter of further disgrace to you and your processes, and having become weary of broken promises, we stopped ourselves buying a new washing machine from you, and ordered it online on Thursday morning three weeks ago. It arrived and was installed without fuss, and the old machine taken away the following day. I suggest you find out who they used (Home Delivery Service I believe) and employ them - they were professional, gave us a 'morning or afternoon' delivery choice, kept us informed when they were delayed, and by doing so stole your old ground - they exceeded our expectations!

Your internal processes are broken. Your Supervisors are polite but have NO abililtly to resolve issues in Customer's favour - this has cost you in 'goodwill gestures' for both the Dishwasher and the Vacuum cleaner, and also in respect of the lost revenue - both minor blips on your financial radar. But the cost to your reputation is immeasurable and unless addressed urgently, as irretrievable as it would have been inconceivable just a few years back.

I and my wife would be more than pleased to help you in your attempts to sort this out - we are both experienced in such matters. I somehow doubt you'll be bothered if recent events are any evidence - I wonder if anyone has even listened to the litany of phonecalls commencing 28th December 2012? Thought not!

neilmcl

caderidris123 wrote: »

Completely agree Gregg1 - Staff remain permanently polite (other than the under-trained and completely ignorant temporary Staff employed over Christmas and New Year) and if I had £1 for every time I heard 'sorry' from them I would be able to buy out the most incompetent Courier (Night Frieght) and help restore JL's erstwhile impeccable and caring quality of service. From badly managed initial order and delivery dates confirmed, through a complete abdication of responsibility and lack of ability to do anything other than apologise every few seconds.

And as for Night Freight who have clearly got John Lewis by the unmentionables, their contact centre staff are rude and utterly alien to any form of Customer Service Standards. They are also completely incompetent and described as such by the drivers sent out to face customers' wrath..............not once, but twice in consecutive weeks where the same fundamental error ('please note, our street is too narrow for any delivery vehicle larger than a Luton Van') meant that the delivery men had to carry a dishwasher up our street but then they, and their colleagues who made the trip today, refused to carry away the old dishwasher despite having been paid in December so to do!

Come on John Lewis, you used to be a Company with the very best reputation but these guys control you, and have no interest in your customers and their needs - we have so far taken 6 days off work between us to try to fit in with your badly organised and disgracefully managed delivery of just two items!

As a matter of further disgrace to you and your processes, and having become weary of broken promises, we stopped ourselves buying a new washing machine from you, and ordered it online on Thursday morning three weeks ago. It arrived and was installed without fuss, and the old machine taken away the following day. I suggest you find out who they used (Home Delivery Service I believe) and employ them - they were professional, gave us a 'morning or afternoon' delivery choice, kept us informed when they were delayed, and by doing so stole your old ground - they exceeded our expectations!

Your internal processes are broken. Your Supervisors are polite but have NO abililtly to resolve issues in Customer's favour - this has cost you in 'goodwill gestures' for both the Dishwasher and the Vacuum cleaner, and also in respect of the lost revenue - both minor blips on your financial radar. But the cost to your reputation is immeasurable and unless addressed urgently, as irretrievable as it would have been inconceivable just a few years back.

I and my wife would be more than pleased to help you in your attempts to sort this out - we are both experienced in such matters. I somehow doubt you'll be bothered if recent events are any evidence - I wonder if anyone has even listened to the litany of phonecalls commencing 28th December 2012? Thought not!

I think you'll find, if you spend enough time on forums like this, that the Home Delivery Network are well known to be a very poor courier. Your one bad experience, out of the control of JL, isn't really indicative of their normal levels of service.

vyle

caderidris123 wrote: »

Completely agree Gregg1 - Staff remain permanently polite (other than the under-trained and completely ignorant temporary Staff employed over Christmas and New Year) and if I had £1 for every time I heard 'sorry' from them I would be able to buy out the most incompetent Courier (Night Frieght) and help restore JL's erstwhile impeccable and caring quality of service. From badly managed initial order and delivery dates confirmed, through a complete abdication of responsibility and lack of ability to do anything other than apologise every few seconds.

And as for Night Freight who have clearly got John Lewis by the unmentionables, their contact centre staff are rude and utterly alien to any form of Customer Service Standards. They are also completely incompetent and described as such by the drivers sent out to face customers' wrath..............not once, but twice in consecutive weeks where the same fundamental error ('please note, our street is too narrow for any delivery vehicle larger than a Luton Van') meant that the delivery men had to carry a dishwasher up our street but then they, and their colleagues who made the trip today, refused to carry away the old dishwasher despite having been paid in December so to do!

Come on John Lewis, you used to be a Company with the very best reputation but these guys control you, and have no interest in your customers and their needs - we have so far taken 6 days off work between us to try to fit in with your badly organised and disgracefully managed delivery of just two items!

As a matter of further disgrace to you and your processes, and having become weary of broken promises, we stopped ourselves buying a new washing machine from you, and ordered it online on Thursday morning three weeks ago. It arrived and was installed without fuss, and the old machine taken away the following day. I suggest you find out who they used (Home Delivery Service I believe) and employ them - they were professional, gave us a 'morning or afternoon' delivery choice, kept us informed when they were delayed, and by doing so stole your old ground - they exceeded our expectations!

Your internal processes are broken. Your Supervisors are polite but have NO abililtly to resolve issues in Customer's favour - this has cost you in 'goodwill gestures' for both the Dishwasher and the Vacuum cleaner, and also in respect of the lost revenue - both minor blips on your financial radar. But the cost to your reputation is immeasurable and unless addressed urgently, as irretrievable as it would have been inconceivable just a few years back.

I and my wife would be more than pleased to help you in your attempts to sort this out - we are both experienced in such matters. I somehow doubt you'll be bothered if recent events are any evidence - I wonder if anyone has even listened to the litany of phonecalls commencing 28th December 2012? Thought not!

I don't think JL is actually reading this post, dude.

happyhart

My wife ordered a new fridge from John Lewis and it was surposed to be delivered 15th Oct 2014 (my wife took a day off work) and it wasn't delivered !

My wife called John Lewis customer service dept on wed, thurs, fri and sat asking for an explanation as to why the delivery wasn't honoured each time they said they would look into it and call us back.

Guess what they haven't called us back once!

We normally buy all our white goods from John Lewis, but guess what this is the last time we will "you've just lost a loyal customer and monies

sheramber

two years ago we ordered a blu-ray player from JL

When it didn't arrive we contacted JL and after checking they arranged for another to be delivered. It arrived with a note to say that if the original turned up do what you want with it.

Four months later we got a phonecall from the local police. They had found an empty box with our name and address on it in a skip on a retail park.

We told them it would have been a blu-ray player which went missing.

I turned out they had found a load of empty boxes in this skip and had arrested a guy who had stolen the items either from the courier depot or the loaded van.

When the courier delivered the second player he told us thet they had lost the contract with JL from the end of that month as there had been too many items going missing.