John Lewis failure, Curry's success!

genlistlass

Last week I ordered a washing machine plus installation online from John Lewis. Their website couldn't finalise the order so after a premium rate phone call to John Lewis, I was then given a delivery slot of between 2-9pm on the Friday.

On Friday, I rushed back from work to get home at 1:30pm and waited and WAITED and WAITED. By 9pm, no-one had arrived and I'd heard nothing from them.

I was away in Scotland the next day (Saturday) and only phoned them on the Sunday (2nd Premium Rate call!) . They just said that there had been a "systems error" and the order had not been processed. By then the delivery office was closed until the Monday, so they asked me to phone again (3rd Premium Rate phone call!) after 9am Monday.

I phoned again on the Monday and they couldn't offer a delivery slot until the Wednesday. By that time I was annoyed, as using an excuse like "system error" always sounds like an excuse for someone’s inefficiency. So I cancelled the order.

Yesterday I got a letter from John Lewis confirming my order had been cancelled and I had not been billed. They hoped I would order from them again. Fat chance!

Curry's has got my order; I've been sent several texts to confirm they will be delivering between 10am and 2pm today. Also I've saved £20 as their washing machine, different model, was not only a better one but cheaper than John Lewis.

Later
Just had another phone call from the driver, pinning the delivery down to between 11am and 1pm today…….

Later

11:03 my washing machine arrived and it was installed by 11:30am by two very cheery men, despite the pouring rain. 3 cheers for Curry’s for excellent communication and service, boo to John Lewis for poor communication and poor customer relations.

bod1467

https://www.saynoto0870.com ... to convert "premium" rate calls to geographic numbers.

Azari

I saw the title of this thread and thought: "That's not something you see every day".

jaydeeuk1

Let's just hope you don't need it fixing in 13 months time...

genlistlass

jaydeeuk1 wrote: »

Let's just hope you don't need it fixing in 13 months time...

I know a cheap "fixer man" :-) And for the price I paid for the w/m, it is a bargain. Did the research before I bought, it is one of the more reliable makes.... fingers crossed.

eskimo26

genlistlass wrote: »

I know a cheap "fixer man" :-) And for the price I paid for the w/m, it is a bargain. Did the research before I bought, it is one of the more reliable makes.... fingers crossed.

You were lucky, outside of Sports World, Curry's is the most abysmal company on the high street for general customer services i have experienced.

There staff pressure sell insurance, take orders and money when they have no stock, after-care is horrific, if there's a problem their staff are full of excuses and generally either don't now what they are doing or don't care.

If someone asked me to put money on the next company to disappear from the high street they would be one of my top choices for going the way of the dodo.

They are lucky in some respects in that they are well positioned as a company and that's about it. People go to pc world because they appear to be 'specialists' when in reality they just want to rip you off.

Passing off there expensive rental agreements as if the customer is purchasing the item being a case in point.

The horror stories are pretty shocking.

Kite2010

Some of those rental deals in Currys make Bright House look very good value for money. At least at the end of the 3 years you get to keep the item you have paid over the odds for.

vyle

I phoned again on the Monday and they couldn't offer a delivery slot until the Wednesday. By that time I was annoyed, as using an excuse like "system error" always sounds like an excuse for someone’s inefficiency. So I cancelled the order.

Sometimes it is what it is. I've had situations where verified by visa has fallen over, and despite my login details being correct and it visibly appearing to authorise payment, it hasn't, meaning a website has accepted the order then been unable to get funds.

At work i've had occasions where customers have paid for goods which have then not been released (due to a high number of transactions at the same time causing the stock system to "miss" some).

In situations where you're buying in a shop the staff can catch the errors. on a website, not so much. The only human error would be the people who designed the systems, but regardless, "system error" is a very real thing (or suite of things) and the only people who doubt that are those who have no idea how such things work.

Dogger69

bod1467 wrote: »

https://www.saynoto0870.com ... to convert "premium" rate calls to geographic numbers.

You don't even need to go to that much effort. Directly below the 0845 number on the JL website it gives a geographic number

BJV

You are not alone.I had the same problem March last year ordering an Ipad.

https://forums.moneysavingexpert.com/discussion/3850407
They had taken the money and then because i normally buy in store and not online they had decided that it was not my normally shopping habbits and cancelled the order.

It was a B/day present for my Oh.

That said Apple where amazing. I know that as part of being a responsible company and that they try to combat fraud where ever possible but ????

Mmmm have not shopped there in store or online since