Given possibly used item, sold as new at John Lewis.

parrysite

Just an update, after emailing JL I received an email from their head of operations for electrical items for that particular branch to arrange a call about the way I was treated.

They apologised to me for the way that I was spoken to and have in fact arranged for the delivery of a complimentary new machine. I was shocked but really pleased with the way they dealt with this- it is above and beyond my expectations.

JL have restored my faith in their customer service and I am sure to tell people about this!

I was told that the member of staff who spoke to me so rudely has been asked to reflect upon their behaviour, and all staff on the department are to receive training in selling mark-down items as their protocol is to actually get them out of the box and show the item to the customer.

5* to JL.

arcon5

parrysite wrote: »

Just an update, after emailing JL I received an email from their head of operations for electrical items for that particular branch to arrange a call about the way I was treated.

They apologised to me for the way that I was spoken to and have in fact arranged for the delivery of a complimentary new machine. I was shocked but really pleased with the way they dealt with this- it is above and beyond my expectations.

JL have restored my faith in their customer service and I am sure to tell people about this!

I was told that the member of staff who spoke to me so rudely has been asked to reflect upon their behaviour, and all staff on the department are to receive training in selling mark-down items as their protocol is to actually get them out of the box and show the item to the customer.

5* to JL.

Wow - fantastic resolution.

parrysite

Free coffee machine aside, I am extremely pleased that they have actively taken steps to stop this happening to someone else and that the member of staff has been told in no uncertain temrs that it is not acceptable to deal with customers in that way.

monty-doggy

Wow well done you!
I agree completely that being a premium brand I'd expect premium service, and this is most definitely the way to,restore faith in them.

Enjoy your machine

POPPYOSCAR

parrysite wrote: »

Just an update, after emailing JL I received an email from their head of operations for electrical items for that particular branch to arrange a call about the way I was treated.

They apologised to me for the way that I was spoken to and have in fact arranged for the delivery of a complimentary new machine. I was shocked but really pleased with the way they dealt with this- it is above and beyond my expectations.

JL have restored my faith in their customer service and I am sure to tell people about this!

I was told that the member of staff who spoke to me so rudely has been asked to reflect upon their behaviour, and all staff on the department are to receive training in selling mark-down items as their protocol is to actually get them out of the box and show the item to the customer.

5* to JL.

We had a member of John Lewis staff rude to us over the phone and it took a letter to head office quoting all sorts of consumer law for them to sort the problem out.

It has really put us off buying from there.

Glad you got a good result but you should have been treated better in the first place.

parrysite

POPPYOSCAR wrote: »

We had a member of John Lewis staff rude to us over the phone and it took a letter to head office quoting all sorts of consumer law for them to sort the problem out.

It has really put us off buying from there.

Glad you got a good result but you should have been treated better in the first place.

Yes, I should have been treated better in the first place, you're right there. However as we all know, the actions of one or two people don't reflect the standards of the whole organisation. It is easy to forget that when something goes wrong that you just want to be put right.

I was honestly more bothered about the way I had been treated than the actual original problem.

arcon5

Money-Saving-King wrote: »

40% Basically £40 off the box you'd chuck away? Please tell which places do this, I'll be their best customer ever!!!

I know of may places that offer discounts if packaging is displayed, albeit not in the region of 40%. However that's mostly irrelevant since op purchased an item with a 40% discount on it in goof faith that the salesman was telling the truth. 40% may not be common, but it's certainly not unknown (although such discounts would get snapped up very fast), the op certainly isn't to blame for not spotting the error just because a big discount was being offered.

parrysite

arcon5 wrote: »

I know of may places that offer discounts if packaging is displayed, albeit not in the region of 40%. However that's mostly irrelevant since op purchased an item with a 40% discount on it in goof faith that the salesman was telling the truth. 40% may not be common, but it's certainly not unknown (although such discounts would get snapped up very fast), the op certainly isn't to blame for not spotting the error just because a big discount was being offered.

The discount was not only because of the box but because that particular colour had been discontinued. I would expect 5-10% off for damaged box and 10% for a discontinued item, so the original discount seemed a huge offer. Not much point in dwelling on what they did wrong when they were so good at rectifying it when I spoke to the right person.