John Lewis - Terrible service.

DarkHorse

I had ordered a Samsung fridge freezer from John Lewis on 8/9/13 for £857.00.

I ordered through John Lewis safe in the knolladge that there are a renowned retailer, who have a reputation for great customer service......or so I thought!.

I was debited the full amount of £857.00 on 9/9/13, and the order stated "Please note that acceptance of your order takes place when it leaves our warehouse, at which time we'll debit your nominated account with the total amount of £857.00", so I have to assume that the contract is complete, as the funds were taken.

To date I have had no other contact from John Lewis regarding delivery, or any problems with the delivery. I have now phoned them 4 times, sent 4 emails, and I am still no closer the getting the fridge freezer, as they just blame Samsung. When I phone them, I get the usual apologies, and they will phone me back within 24 hours with an update......they never do call back.

I have had to resort the contacting them through Facebook (why do companies only seem to respond to Facebook?), as this seems to be the only way to get any action from them, but still they don't call back;

In short, if you are planning on a white goods order from John Lewis, DONT DO IT.......life's to short to be chasing them.

Lavendyr

That's odd. We bought a fridge-freezer and washing machine from John Lewis recently and they were fantastic.

vyle

Is that one of those ones that's delivered by the "approved supplier" (i.e. directly from the manufacturer) and can take up to 6 weeks sometimes to be dispatched?

If so, that'd be why you've not heard anything yet. Check your order paperwork/emails, as that should mention this.. if it was anything else you'd have picked your delivery date during the checkout process.

DarkHorse

vyle wrote: »

Is that one of those ones that's delivered by the "approved supplier" (i.e. directly from the manufacturer) and can take up to 6 weeks sometimes to be dispatched?

If so, that'd be why you've not heard anything yet. Check your order paperwork/emails, as that should mention this.. if it was anything else you'd have picked your delivery date during the checkout process.

Yep, it would be one of those. When ordered it said nothing about delayed delivery, and even said 22 were in stock. The confirmation email also said delivery would be within 10 days.....that was almost three weeks ago.

Since this all kicked off, John Lewis have informed me that the order would come directly from Samsung, and Samsung do not have any stock in the country, but will be getting a some in at some point in October.

To John Lewis's credit they have admitted their error, given a full refund, and £100 extra, so I cant whinge too much. I have now ordered through ao.com, and received delivery within 24 hours.

maninthestreet

The 8th September was 16 days ago - not 'over three weeks ago'.

miniemma

Did you order it thought their website? It is a different 'arm' of the business and run dreadfully. I had a lot of problems with their online sales and will now only shop in their stores where I always get the excellent service we expect.

katejo

miniemma wrote: »

Did you order it thought their website? It is a different 'arm' of the business and run dreadfully. I had a lot of problems with their online sales and will now only shop in their stores where I always get the excellent service we expect.

I ordered from their website last summer and had no problems. The appliances were delivered promptly.

missesther

katejo wrote: »

I ordered from their website last summer and had no problems. The appliances were delivered promptly.

Ditto. I ordered all my kitchen appliances through them last October. There was a few issues but they couldn't have been more helpful and everything came well in time for the fitting.

aileth

I've never ordered white goods or appliances from them, but when I've ordered for delivery rather than store collection for other things, it tends to be hit and miss. Twice out of three times now my order has got 'lost' in the system and I've spent ages on the phone to JL.

On one of them I used a £50 gift voucher and was told if I can't find the voucher number, I've essentially lost it and it's tough. Thankfully found it in the bin and they had to cancel, refund and reorder it, and then when it finally arrived it was missing something, so I had to call up again asking where one of the items was, lots of confusion and put on hold until was told apparently they were waiting for stock and they'd send it out in 2-3 WEEKS!! Thankfully could cancel it but the whole thing was a nightmare.

It either goes really well or it's a car wreck!!

DarkHorse

maninthestreet wrote: »

The 8th September was 16 days ago - not 'over three weeks ago'.

OK fair enough, but its a lot more than the 10 days delivery that was quoted......and way more than the updated expected ETA.

DarkHorse

miniemma wrote: »

Did you order it thought their website? It is a different 'arm' of the business and run dreadfully. I had a lot of problems with their online sales and will now only shop in their stores where I always get the excellent service we expect.

It was an online order.