John Lewis refusing to refund..help please

BC_Rangers

Posted a reply but the damn page timed out and I lost the whole !!!!!!ing thing. Heres a condensed version of my reply -


Good to see it worked out well in the end for you - 1 or 2 things:


1. Your letter was thoughtful and measured - one might say "Cogent" (Thats something only employees , or those locked in warfare with JLD for some time will pickup on!) If only all feedback , positive or otherwise was along the same contructive lines.

2. I myself am of course someone currently on the JLD project. Any help needed or advice of any kind needed , I'm always here. Please keep any questions you have with relation to my job generic. There are many eyes that view these boards , and some of them will be looking out for those "breaking ranks" - I am not here to break ranks , I'm here to offer a sound word of advice (Or friendly banter) to anyone in need.

3. Give the Scots branch of JLD a chance - the operation is still in its infacy at BeCogent and following a massive recruitment drive , all the nuances and elements of JLD are still bedding in. A Glaswegian accent might be impossible to understand if you're from Surrey , but don't ask us to "speak English!" We do our best , honest...:D

take care -

WATP 1873

smcaul

BC_Rangers wrote: »

3. Give the Scots branch of JLD a chance - the operation is still in its infacy at BeCogent and following a massive recruitment drive , all the nuances and elements of JLD are still bedding in. A Glaswegian accent might be impossible to understand if you're from Surrey , but don't ask us to "speak English!" We do our best , honest...:D

take care -

WATP 1873

I have recently had the unfortunate pleasure of having to deal with this call center - all I can say is what I said to the head of Customer Services "you should make the call center staff go and work in one of your stores for a couple of weeks to learn the basics of customer care" mainly because most of them at that call center could not care less and have no intention of helping even when it is blatantly JLD's fault!!!!

It took me nearly 2 days of constant phone calls to get 1 problem sorted that could have been sorted in 10 minutes had any of the CS reps who dealt with it had half an ounce of sense!

BC_Rangers

smcaul wrote: »

I have recently had the unfortunate pleasure of having to deal with this call center - all I can say is what I said to the head of Customer Services "you should make the call center staff go and work in one of your stores for a couple of weeks to learn the basics of customer care" mainly because most of them at that call center could not care less and have no intention of helping even when it is blatantly JLD's fault!!!!

It took me nearly 2 days of constant phone calls to get 1 problem sorted that could have been sorted in 10 minutes had any of the CS reps who dealt with it had half an ounce of sense!

I'm sorry that you came to that kind of inconvenience - could you maybe give a summary of the issue in question?

John Lewis department stores are not "our" stores. JLD is actually an outsourced wing of the overall JL empire , so anyone working for JLD is not, in actual fact, a partner.

For example when the 18% Partner's Bonus was announced recently , on several occaisions when certain issues could not be resolved immediately some customer's expressed the view that I was not earning it! Such inaccurate and often unjustified sniping does have a cummulative effect - this , rather than being in possession of "half an ounce of sense".

Any road I'm interested to hear more about your issue?


Take care.

smcaul

BC_Rangers wrote: »

I'm sorry that you came to that kind of inconvenience - could you maybe give a summary of the issue in question?

John Lewis department stores are not "our" stores. JLD is actually an outsourced wing of the overall JL empire , so anyone working for JLD is not, in actual fact, a partner.

For example when the 18% Partner's Bonus was announced recently , on several occaisions when certain issues could not be resolved immediately some customer's expressed the view that I was not earning it! Such inaccurate and often unjustified sniping does have a cummulative effect - this , rather than being in possession of "half an ounce of sense".

Any road I'm interested to hear more about your issue?


Take care.

Funnily enough I am not surprised to hear that they are not part of JL and are outsourced!!!!!!!!

As for what happened, item ordered on 26th of the month on credit card, 4 week delivery for item, into 3rd week we call JLD as have not yet been given delivery date for item, told that payment could not be taken (card expired at end of that month, JLD tried to finalise transaction on 3rd of following month), no phone call or email to tell us this - were told very abruptly that would now be a new order and further 4 week wait - informed JLD that we had given details that were correct at time of order and so was their fault not ours - this went on, tried to speak to manager, could only get supervisor - after phone call to JL head office finally got to speak to manager. We had been told all the way through that item would take minimum of 4 weeks, and there was no way to speed this up - I asked if they had called suppliers to confirm this, was told that they won't do this as they already know the answer!!! Funnily enough, when manger dealt with it item was delivered within 3 days!!! Funny that eh! Item was a Birthday present for my 4yr old daughter!!!!! Basically totally crap and dis-interested service from call center staff. Will I use JLD again? NEVER. will go into stores only from now on.

BC_Rangers

smcaul wrote: »

Funnily enough I am not surprised to hear that they are not part of JL and are outsourced!!!!!!!!

As for what happened, item ordered on 26th of the month on credit card, 4 week delivery for item, into 3rd week we call JLD as have not yet been given delivery date for item, told that payment could not be taken (card expired at end of that month, JLD tried to finalise transaction on 3rd of following month), no phone call or email to tell us this - were told very abruptly that would now be a new order and further 4 week wait - informed JLD that we had given details that were correct at time of order and so was their fault not ours - this went on, tried to speak to manager, could only get supervisor - after phone call to JL head office finally got to speak to manager. We had been told all the way through that item would take minimum of 4 weeks, and there was no way to speed this up - I asked if they had called suppliers to confirm this, was told that they won't do this as they already know the answer!!! Funnily enough, when manger dealt with it item was delivered within 3 days!!! Funny that eh! Item was a Birthday present for my 4yr old daughter!!!!! Basically totally crap and dis-interested service from call center staff. Will I use JLD again? NEVER. will go into stores only from now on.

Definetley our bad then - all we had to do in the first instance was take new card details and re-authorise the original order. Sorry once again ... it does push my buttons aswell when I hear about things like this.

Sounds to me like a new start dealt with this one and it ended up being a case of the blind leading the blind - all I can advise , is insist on the involvement of a manager in the first instance if the signs are the agent is unsure of what to do. (I know you did , but thats more a point for anyone else looking in)

zappomatic

To clarify, the call centres and most of the warehousing and despatch are outsourced. The "real" John Lewis Direct is based in Chelsea - write to someone there to get straight to the top.

As a Partner elsewhere in the business I have had experience of dealing with the Glasgow call centre and it is true to say that they are still getting their heads around things but seem to be trying hard for their customers when they come to me for information.

JL_Knowhow

zappomatic wrote: »

To clarify, the call centres and most of the warehousing and despatch are outsourced. The "real" John Lewis Direct is based in Chelsea - write to someone there to get straight to the top.

As a Partner elsewhere in the business I have had experience of dealing with the Glasgow call centre and it is true to say that they are still getting their heads around things but seem to be trying hard for their customers when they come to me for information.

Writing to Head Office will not always get you what you want. They will nearly always pass complaints back to JLD call center to be dealt with by the assist teams in place.

Glasgow call center won the contract from the Exeter branch because they were more efficient. More efficient means better service. Exeter had the business for more than 5 years so I would be surprised if Glasgow were ahead of them in knowledge terms by now. Glasgow is still settling down with most of the departments weeks old, so give the place a chance.

smcaul

JL_Knowhow wrote: »

so give the place a chance.

Why?

I pay for a product/service, not to train an incompetent department.

BC_Rangers

smcaul wrote: »

Why?

I pay for a product/service, not to train an incompetent department.

Congratulations , you have graduated with a PhD from the University of Up Your Own Backside.

The naked and entrenched contempt with which people like you address JLD staff is hard to ignore when we are doing our utmost to help you.

Do you feel some kind of perverse glee when something goes awry with JLD , even at your own expense?

italiastar

I've had a number of bad experiences from John Lewis Direct - personally I wouldn't touch them with a barge-pole - they're worse than uselesss. Interestingly, they are NOT John Lewis "partners". My local JL is also full of their failed orders - the place looks like a car boot sale at times.