John Lewis Direct - Useless?!

dmg24

On Monday I ordered a suitcase from John Lewis (Radley one, in sale, last one!). I selected standard delivery because normally they deliver pretty much next day anyway. However, on Wednesday my order was still showing as 'Order Processing', so I emailed them. I got no reply.

On Thursday the order was still showing as 'Order Processing', so I rang their call centre. The man that I spoke to told me my order had not yet gone to the warehouse, and it was my fault for not putting the order on next day delivery.

I acknowledge that I could have used next day delivery, and therefore asked if I could do that now. The advisor told me that I could not (even though the order had not yet been processed), but that I could cancel the order and he would do a new order for me. However, he (eventually) realised that I had ordered the last bag (I had mentioned this several times) and therefore he could only order me a full price bag!

I then asked to speak to a manager. I got the same story, but was then told that my local store had one in stock. I asked him to double check this, and he assured me there was definitely one in stock. Therefore I asked him to ring through to the store to reserve it for me. He rang through, and guess what, they do not have the bag in stock!

I also asked the manager why they could not cancel my current order and then reorder the same bag for me (as my cancelled order would mean there would be one available). He said that they 'just couldn't'?!!

From my knowledge of previous problems posted on here, I asked to speak to the CRM Team. They wouldn't put me through. Eventually they agreed to put me through to the Assist Team.

I spoke to a lady in the Assist Team, who was certainly more friendly than the other two staff. She told me that my bag was with the courier, but they didn't know where, and they couldn't trace it. I told her that I had been told a completely different story by the other staff, and she did not seem surprised at all!

Normally I would not be so concerned about this, but I go on holiday on Monday morning, and am absolutely stuffed without this bag, it is just the perfect size.

I really can't believe how stressed out I am over it, hence why I am awake at 4.30am!

I know a few MSE'ers have had problems with JL Direct before, and have PM'ed them for help. But if anyone else can offer any ideas, I would be ever so grateful x

dmg24

Just remembered something else the Manager said to me:

I ordered the bag at 4pm on Monday. I therefore accept that the five working days may not start until Tuesday. However, the Manager insisted that for this reason the five working days would not start until Wednesday?! Do people not work Tuesdays anymore?!!!

Dave_Brooker

dmg24 wrote: »

I really can't believe how stressed out I am over it, hence why I am awake at 4.30am!

So despite your imminent holiday you didn't bother pay extra for next day delivery?

dmg24

You trolling again Dave?

Have you actually read my post?

I selected standard delivery because normally they deliver pretty much next day anyway.

I acknowledge that I could have used next day delivery, and therefore asked if I could do that now. The advisor told me that I could not

hollydays

In this situation,I would want to speak to someone in authority (hopefully other MSE ers you have pm ed will tell you who,and authorize me to go to my nearest JL and purchase something similar,at their expense.They have failed on several counts.I got messed about by their courier a few months ago,but JL did sort it ou in the end.

dmg24

Thanks hollydays,

Have good news!

Rang JL, and they again insisted that they could not trace the order, and nor would the courier be able to.

So I rang the courier myself, who initially didn't think they should be speaking to me (especially as JL say there is no tracking number for my order - turns out that there is), but after I explained the story, they looked up my details, and hey presto - the bag is on its way to me!

I can't believe what a farce this has been. Had JL just rang the courier in the first place, rather than lying to me, there would have been no ill feeling at all.

So the great news is, I'm getting a bag!

Thanks again hollydays, I'll have a mojito for you in Morocco! x

dmg24

I am now going to cry.

I have just had my delivery from Citylink. I was so excited! So I went to the door, only to be handed a small envelope, which was a freebie I had found on here!

So I rang Citylink back, and that was the delivery they had found on their system. So now I have no suitcase.

Do you think the airline will let me pack my luggage in plastic bags?!

Goes off to corner to sob ...

dmg24

Spoken to JL again, and guess what, there is nobody in the Assist Team, or in the CRM Team, to speak to me.

However the person I spoke to in the call centre (Robert) did acknowledge that I should be upset by the way I have been treated. He has promised me a call back from the CRM Team (even though yesterday I was told that they would not speak to me?!), although that could be up to 48 hours (by which point I shall be away).

Any ideas on what to do now, apart from going into the store and having the biggest tantrum?!

RadoJo

Not sure if I have missed something - is the bag not available to buy at all any more, or is it just not available at the sale price?

dmg24

RadoJo wrote: »

Not sure if I have missed something - is the bag not available to buy at all any more, or is it just not available at the sale price?

Sorry, the bag is not available to buy at all any more. It is a Radley design that was exclusive to John Lewis. There are obviously other Radley bags, but not at the same price (approx £130 rather than £50!), and I don't particularly like the others.

RadoJo

Righty ho, I get you!! That's the problem with the term 'on sale' it can mean either! Does you get the impression, from your conversations with their staff, that they do want to help, but are frustrated by a crap computer system, or do you think they are hoping you will just giev up and either buy another bag or just go away.

If it is the former, it might be worth calling again, explaining the situation to the manager or whoever you can get your hands on, and asking if they could possibly check whether there are any of these bags in any JL in the country. If the answer is 'no', at least you'll know what the likely outcome is, ie you are unlikely to get your bag.
That way, if you can find something suitable before your hols then at least you can resolve that so you aren't panicking about packing, and then deal with John Lewis's failure to sort it out as a separate issue.

Where are you based - I have a couple of sizes of suitcase I could lend you if it would be practical?