John Lewis refusing to refund..help please

italiastar

BC_Rangers wrote: »

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?

I'm sorry, you are typical of the kind of people JLD and increasingly JL employs - atr the end of the day I do not feel you can comment about the John Lewis Partnership, because you are not a partner, you simply work for an outsourced contractor, contracted to JL for the period of the contract. Without customers, your jobless. Bring back the days when JL excelled in customer service, only opened "normal hours", never on a Sunday and closed half day on Saturday and all day monday - but gave excellent service.

Signed the husband of an ex- PARTNER

BC_Rangers

italiastar wrote: »

I'm sorry, you are typical of the kind of people JLD and increasingly JL employs - atr the end of the day I do not feel you can comment about the John Lewis Partnership, because you are not a partner, you simply work for an outsourced contractor, contracted to JL for the period of the contract. Without customers, your jobless. Bring back the days when JL excelled in customer service, only opened "normal hours", never on a Sunday and closed half day on Saturday and all day monday - but gave excellent service.

Signed the husband of an ex- PARTNER

Hitherto , I have only made reference to the John Lewis Partnership when making the point that people working on the JLD project are not Partners. At no point have I professed to be a Partner , nor is that the impression I am trying to make.

Your post , sadly , has a whiff of "friendly fire" about it.

Yes , people giving custom to JLD is the rock on which my employment stands. Am I wrong to point out that a culture of courtesy between customer and non-Partner staff is/would be of a beneficial nature?

dmg24

BC_Rangers,

If you care to search out my recent thread on JLD, I would hope that you understand my upset at my treatment by John Lewis Direct. From speaking to others by private message, it appears I am not the only one that has received extremely poor treatment from the call centre.

Please note, I shall be making those at John Lewis aware of your unsuitable comments towards customers, whilst addressing my current complaint. Sadly, your comments are supporting those that have concerns about the service provided by John Lewis Direct.

BC_Rangers

dmg24 wrote: »

BC_Rangers,

If you care to search out my recent thread on JLD, I would hope that you understand my upset at my treatment by John Lewis Direct. From speaking to others by private message, it appears I am not the only one that has received extremely poor treatment from the call centre.

Please note, I shall be making those at John Lewis aware of your unsuitable comments towards customers, whilst addressing my current complaint. Sadly, your comments are supporting those that have concerns about the service provided by John Lewis Direct.

"What we have here... is failure to communicate" Guns N' Roses - Civil War

The above quote encapsulates the problem vis-a-vis the customer/staff schism. If there was more give and take dialogue (And let us not forget we are outwith business hours) we would have a stronger basis for an understanding.

I apologise , DMG , for any impression I have made that would suggest an anti-consumer stance. But as we live in a democratic society , I feel I am entitled to express my views in the appropriate arenas.

smcaul

BC_Rangers wrote: »

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?

Wow. After an ill conceived comment like that I can see just why JLD is getting such a bad name. All my calls to the call centre were polite and to the point, but why I should have to spend hours over various days to try and resolve a problem that was not of our making is beyond me - the problem occurred because of failed systems compounded by incompetence topped off with dis-interest from staff. I have never come across a single one of those traits in stores, let alone all 3 together!!! Once the correct person got involved, a manager, who I had originally asked to speak to, the issue was resolved in a matter of hours - thats how customer service works. the Glasgow call centre just seems to be there to field calls, not resolve problems!!
Don't believe me? Call yourself and pretend to have an issue and see how much of a run around you get.

BC_Rangers

smcaul wrote: »

Wow. After an ill conceived comment like that I can see just why JLD is getting such a bad name. All my calls to the call centre were polite and to the point, but why I should have to spend hours over various days to try and resolve a problem that was not of our making is beyond me - the problem occurred because of failed systems compounded by incompetence topped off with dis-interest from staff. I have never come across a single one of those traits in stores, let alone all 3 together!!! Once the correct person got involved, a manager, who I had originally asked to speak to, the issue was resolved in a matter of hours - thats how customer service works. the Glasgow call centre just seems to be there to field calls, not resolve problems!!
Don't believe me? Call yourself and pretend to have an issue and see how much of a run around you get.

I've summarised my main point in 2 or 3 different ways by this point - see my above posts , digest the main points therein , and weigh it all up.

I've had a good think about all the issues outlined by other posters and yes , there is no doubt a farce or two has reared it's head. There is nothing worse than being put from pillar to post and I have been in that boat myself!

There are all sorts of issues involved regarding JLD - JLP and the differences between the two. Perhaps I was wrong to delve into these , wrong also to respond to the previous poster as I did. I'm just on one side of a very long fence , live and let live is always best :beer:

italiastar

BC_Rangers wrote: »

I've summarised my main point in 2 or 3 different ways by this point - see my above posts , digest the main points therein , and weigh it all up.

I've had a good think about all the issues outlined by other posters and yes , there is no doubt a farce or two has reared it's head. There is nothing worse than being put from pillar to post and I have been in that boat myself!

There are all sorts of issues involved regarding JLD - JLP and the differences between the two. Perhaps I was wrong to delve into these , wrong also to respond to the previous poster as I did. I'm just on one side of a very long fence , live and let live is always best :beer:

For me it was the quote about rear ends that inflamed me, anyway, thank you for the apology - :beer:

One of my frustrations is that being a JL shopper from as long as I can remember - over 40 years, I've always been impressed with their level of knowledge and service. Unfortunately, with extended hours, dilution of staff and increased competition I've seen their customer service and general professionalism decrease. However, this needs to be taken into perspective - the whole high street has declined and the cometition is far worse, in fact most have already dissapeared. Unfortunately for JLD, customer do think they are dealing with JLP and expect that level of service. I actually believe that JLD is the future - the high street is dying. If JLD can sort out some of it's issues with failed orders, deliveries, damaged goods and excellent customer service, it will be a winner.

BC_Rangers

:beer:

italiastar wrote: »

For me it was the quote about rear ends that inflamed me, anyway, thank you for the apology - :beer:

One of my frustrations is that being a JL shopper from as long as I can remember - over 40 years, I've always been impressed with their level of knowledge and service. Unfortunately, with extended hours, dilution of staff and increased competition I've seen their customer service and general professionalism decrease. However, this needs to be taken into perspective - the whole high street has declined and the cometition is far worse, in fact most have already dissapeared. Unfortunately for JLD, customer do think they are dealing with JLP and expect that level of service. I actually believe that JLD is the future - the high street is dying. If JLD can sort out some of it's issues with failed orders, deliveries, damaged goods and excellent customer service, it will be a winner.

You are absolutely bang on the button - the JLD model is the benchmark that other retailers will follow , given time. For the moment , its fair to say that the service , efficiency and general ethos of the JLP hasn't filtered all the way through to the fledgling JLD. Again though this I beleive is a matter of time.

I know some might cringe at this , but I've got an analogy: See it as a football manager taking the reigns at his new club. The leftback and one or two of the midfielders are below standard, but there are the bones there to build on and mould a Championship winning team - all thats needed are one or two new signings and we have a formidable side;)

Think the cheese-o-meter went off the scale there...:p


Take Care.

RadoJo

BC_Rangers wrote: »

"What we have here... is failure to communicate" Guns N' Roses - Civil War

I believe this is actually from the film Cool Hand Luke, said by a prison guard.

Sorry - that hasn't added to the debate other than to quench my need for pendantry!

BC_Rangers

RadoJo wrote: »

I believe this is actually from the film Cool Hand Luke, said by a prison guard.

Sorry - that hasn't added to the debate other than to quench my need for pendantry!

You are bang on the button - G N' R sampled it for the intro of Civil War. Just though the track title referred to was fitting , given the heated debate underway:D