John Lewis refusing to refund..help please

miniemma

marlowtech wrote: »

So, I have to call back at 5pm and escalate it to a Manager, making a service complaint, and then escalate it again to the CRM Team.

:huh: I am currently attempting to deal with John Lewis customer service and, on Thursday, was told that I needed my case to be escalated; but as it was 5pm, the Managers that I needed to speak to were going home and it would have to be done another day..... I'm still waiting.... :mad:

What is the CRM team?

marlowtech

miniemma wrote: »

:huh: I am currently attempting to deal with John Lewis customer service and, on Thursday, was told that I needed my case to be escalated; but as it was 5pm, the Managers that I needed to speak to were going home and it would have to be done another day..... I'm still waiting.... :mad:

What is the CRM team?

I don't know what the CRM team is - (Customer Relations Manager(s)?) but apparently you can ask to be put through to them if you're not satisfied with the Manager's response.

If I find out more I will let you know...

RadoJo

My guess would be that the CRM team are the Customer Relation Management team or something similar - good luck!

marlowtech

Latest update - spoke to two more really nice people. Everyone seems to agree with me in principal (may be they are just being too nice), but the decision rests with the Returns Dept - and the managers finish at 4.30!

I am feeling much more confident about getting this resolved amicably as the numerous people I have spoken to all agree that this is not in the spirit of good customer relations and they cannot see how this item has been "personalised".

Anyway - 9.30 tomorrow, I have to call customer services and try and get through to the Returns Dept.

Have a good evening....

dmg24

Cool, hope you get it sorted. It seems to be the same anywhere, just depends on who you talk to.

At John Lewis in Nottingham, the After Sales woman on 3rd floor electricals is absolutely horrid, but there is a lovely man on the Luggage department who is allowed to do electrical returns, he is also pretty hot ... guess where I go?!! x

Edit: Did I really just put that?!

penrhyn

Must be a feature of their electrical department, they used to have a very patronising salesman in the TV area, took my business to Alders, sadly no longer in existence.

marlowtech

Not such good news this morning. Spoke to another manager who was again, excellent, (definitely get through to Exeter!), but said that this put JL in a tricky spot because they had a contract with their supplier.

In essence, JL are reselling these items from another supplier - they are not stocking them - just acting at as a sort of agent.

I pointed out that this was JL's problem, not mine. My contract was with the retailer. He was very good about it and has forwarded the case to the CRM team (you can't call them, they have to call you), who are the top rung of the Customer Relations team.

I am really taking two forms of attack :
1) In what way were these goods made to our specification (so far no one has been able to answer that)
2) Is this good customer relations?

There are also the issues of :
1) An order acknowledgement saying we can return the items (unless made to our specification)
2) An offer of vouchers instead of a full credit which has now been withdrawn.
3) An email providing us with an RMA (which I found last night) saying we could return the goods - which they won't honour now.

If anyone has any other points I could raise I would be grateful...

Thanks all..and enjoy the sunshine

miniemma

marlowtech wrote: »

Spoke to another manager who was again, excellent, (definitely get through to Exeter!),

I whole heartedly agree

Becles

Regarding the order confirmation, is it just a bog standard auto e-mail that everyone gets upon ordering?

If so, it will have the returns policy in as the majority of JL stuff can be returned.

As the website page says the item is non-refundable, I'm not sure that you have a case to argue for a refund, especially as the reason is that you don't like it.

kittykirsty

marlowtech: Have you heard anything back yet? Just stumbled across your post and read with interest!