John Lewis online - avoid!

GlasweJen

My other half wanted Bluetooth headphones for his birthday so I ordered a set from John Lewis mid March. Their website said the product was being shipped from supplier and would take 3 days, great as OHs birthday was at the start of April.

A week later I get an email saying sorry the item is out of stock with the manufacturer and will be delivered end of March, not ideal but ok.

The date came and went - no headphones. I called JL customer service to be told "oh we were meant to tell you that it will actually be the middle of April" (after OHs birthday). I spoke to Oh and we decided to keep the order as we can't find these headphones anywhere else.

Just before the headphones were due to be delivered I got another email saying that they won't be available until May. I emailed back saying this is unacceptable and JL should really be a bit more on the ball in terms of communication with the manufacturer and suggested they replaced the headphones I ordered with a slightly more expensive set that is in stock on their website (which means nothing as their website is still showing the headphones I ordered as being in stock), since then ive had silence. No apology, no goodwill gesture nothing.

If we do get the headphones we ordered on the date they've quoted it will be 10 weeks from placing the order to delivery.

ripplyuk

I've also noticed problems with John Lewis and stock availability on the website. I was ordering an iPad last Christmas and it said they were in stock but when I tried to order it, it kept saying out of stock, and something about it might take longer to deliver.

I kept trying for a week or so and the same thing kept happening. Eventually I rang them and it turns out, they were in stock all along! I ordered over the phone and iPad arrived 3 days later. The girl on the phone didn't know what the problem was.

You'd expect better from John Lewis.

societys_child

<snip> . . . and suggested they replaced the headphones I ordered with a slightly more expensive set that is in stock on their website

Did you offer to pay the difference?

GlasweJen

societys_child wrote: »

Did you offer to pay the difference?

Yes! And they've completely ignored my request. All they've sent is a warranty for the headphones that we don't even have yet!

tomtontom

They've clearly messed up in this instance but on the whole JL online are very good - seems OTT to avoid them over one issue.

societys_child

GlasweJen wrote: »

Yes! And they've completely ignored my request. All they've sent is a warranty for the headphones that we don't even have yet!

Think I'd have been tempted to order the one's they have in stock and cancel the others.

GlasweJen

It's the same manufacturer so I'm worried that if it's a manufacturing issue I'll end up bottom of the pile if there is a stock issue

cajef

While I can sympathise with your problem with JL telling everyone to avoid their online shopping because you are not happy is not really useful, plenty people have used them without any problems, I have bought two TV's from JL and though their nearest outlet is 100 miles away both have been delivered within a few days by JL staff without any problems.

lulu_92

cajef wrote: »

While I can sympathise with your problem with JL telling everyone to avoid their online shopping because you are not happy is not really useful, plenty people have used them without any problems, I have bought two TV's from JL and though their nearest outlet is 100 miles away both have been delivered within a few days by JL staff without any problems.

I do see your point. Things like this are subjective. My friend told everyone to avoid Missguided for clothes as they were useless and I've never had an issue.