Joh Lewis After Sales

thehorselady

I need to buy a new dishwasher and I'm opting for one of Which's Best Buys the Beko DW603. Unfortunately three of my local electrical can't get it. They don't seem to be able to order it in!

Which? Online offer best buy prices and the two Best Prices are Next at £206 and John Lewis at £216, not that much in it.

We haven't got a John Lewis here in Northern Ireland but we do have a next but I don't really know their reputation. On the other hand John Lewis is all over the Which? website as been one of their top retailers for customer satisfaction

Here's the issue. I'm not worried about the tenner but I can only get the machine of JL online. I can visit a Next Store and buy there, or order online. If anything went wrong well at least I'd have a face to talk to.

So I'm wondering is JL's after sales service that good that it's worth buying a heavy duty item like that online or, is it safer to pop into the Next store and buy there

I'd appreciate your opinions

Cara

Syman

I have just had a tv replaced after 18 months through JL.


I called them about the issue on the thursday, their appointed repair guy came on the following monday. Was contacted by them on wednesday stating the TV was beyond economical repair and given the option to have the set replaced with an equivalent perceived value unit ( about £70 les than i paid for the original) and keep the remainder of the 5 year warranty (42 months), or choose a different set, pay the difference and get the full 5 year warranty.

Decided on the replacemnt which was delivered on the following Tuesday.


The process was relatively easy and painless. Sorted in about 10 days.

MoneyMate

https://www.johnlewis.com/never-knowingly-undersold

Great after sales service :beer:

Lisbon

Buy from John Lewis (who will price match as MoneyMate's link will confirm) - miles ahead of Next. Just having a face to talk to guarantees nothing except seeing while you speak!

thehorselady

Originally Posted by Lisbon View Post
Buy from John Lewis (who will price match as MoneyMate's link will confirm) - miles ahead of Next. Just having a face to talk to guarantees nothing except seeing while you speak!

contacted them yesterday and they won't price match Next saying

Thank you for your Price Match request for the Beko Dishwasher DW603 (88702501).

I regret that after review the request you have submitted does not match all or parts of this policy.

In order to match a price request, the competitor must trade on the same basis as us, for example we will not match online only retailers, mail order only or show-rooms attached to internet-only orders.

Unfortunately, as nextdomesticappliances.co.uk are operated by a third party company, A O Retail Ltd, and run independently to Next stores we are unable to offer a price match with them as they are not a comparable competitor.

Therefore, we cannot match the price offered by the competitor. If you would like to view more information about Never Knowingly Undersold and our pricing you can do so on our website.

I am sorry I have not been able to reduce the price on this occasion. If you require any further information or assistance please do not hesitate to contact me.

they have three stores in Belfast
Next
https://www.next.co.uk
Boucher Retail Park, Boucher Crescent, Belfast
0844 844 5558

Next
https://www.next.co.uk
40-46 Donegall Pl, Belfast
0844 844 5363

Next
https://www.next.co.uk
Belfast Holywood - Home Only Store, Unit 3, Belfast Holywood
0333 005 5016

I thought they would have priced matched. I quoted the Boucher Road Store I'll probably buy from JL anyway, just thought the tenner was better in my pocket than theirs.

theonlywayisup

thehorselady wrote: »

contacted them yesterday and they won't price match Next saying

they have three stores in Belfast
Next
https://www.next.co.uk
Boucher Retail Park, Boucher Crescent, Belfast
0844 844 5558

Next
https://www.next.co.uk
40-46 Donegall Pl, Belfast
0844 844 5363

Next
https://www.next.co.uk
Belfast Holywood - Home Only Store, Unit 3, Belfast Holywood
0333 005 5016

I thought they would have priced matched. I quoted the Boucher Road Store I'll probably buy from JL anyway, just thought the tenner was better in my pocket than theirs.

Looking at the reply from JL, it would seem you asked for a price match from Next Domestic Appliances, which isn't the same as Next. If your Next stores in Belfast stock the item, then use one of them as a price match. So if the Boucher Road store has it in stock and it's cheaper than JL, use that as the match NOT the online link to the other company.

Tuareg

Having spent a fair few pennies with John Lewis recently I can say that the never knowingly undersold is complete BULLSH*T.

jenniewb

That is a bit confusing- I don't understand why they didn't price match either, when I got a radio (DAB, not a cheapo £5 version hence the price match) I do remember they had a few rules such as the store had to be within X miles of a John Lewis store (I think it was 25 miles?). I found a store, spoke to John Lewis by phone (I find I get better results this way) and they sent me by email a confirmation of the price match so I could order online and pick up in store. I will add the store in question was not near me but was near a John Lewis elsewhere.

I would suggest calling them and asking why they don't price match. I know you can just shop elsewhere but being that they offer a 2 year guarantee I'd want to go with John Lewis. I recently had my iron break on me- no reason for it; the dial fell off. It was 17 months old. I was lucky to have kept the receipt because without it I'd have no evidence, it had been discontinued (which was a shame because it had been until then a pretty excellent iron). I took it back to the store and within seconds I'd been given a gift card with the full amount on the card as it was no longer being stocked. For the reason of the guarantee despite finding a different iron cheaper on a third party via Amazon (John Lewis wont price match Amazon) and another online-only store, I stuck with John Lewis. I'd do the same again for the same reason.

cotu

John Lewis Online is no longer John Lewis it seems. Now it is run by Capita as an outsourced service and already the customer service is dropping. Dropped calls, missed deliveries, and today...sorry we can't see your order as our systems are down. Want to complain, the phone number is the same as the Capita service number. Complain to John Lewis direct.

tomtontom

jenniewb wrote: »

That is a bit confusing- I don't understand why they didn't price match either, when I got a radio (DAB, not a cheapo £5 version hence the price match) I do remember they had a few rules such as the store had to be within X miles of a John Lewis store (I think it was 25 miles?). I found a store, spoke to John Lewis by phone (I find I get better results this way) and they sent me by email a confirmation of the price match so I could order online and pick up in store. I will add the store in question was not near me but was near a John Lewis elsewhere.

I would suggest calling them and asking why they don't price match. I know you can just shop elsewhere but being that they offer a 2 year guarantee I'd want to go with John Lewis. I recently had my iron break on me- no reason for it; the dial fell off. It was 17 months old. I was lucky to have kept the receipt because without it I'd have no evidence, it had been discontinued (which was a shame because it had been until then a pretty excellent iron). I took it back to the store and within seconds I'd been given a gift card with the full amount on the card as it was no longer being stocked. For the reason of the guarantee despite finding a different iron cheaper on a third party via Amazon (John Lewis wont price match Amazon) and another online-only store, I stuck with John Lewis. I'd do the same again for the same reason.

They didn't price match because Next Domestic Appliances is an internet only retailer - they are an entirely separate entity to Next.

vm2pensioner

Looks like JL's whole approach to customer service is changing:

"Click & collect update
As​ you’ve used our Click & collect service in the past, we wanted to let you know that from 28 July, Click & collect deliveries to John Lewis and Waitrose shops will continue to be free for orders of £30 and over, but we’ll be making a £2 charge for smaller orders under that value.

Click & collect has become increasingly popular, and this change to the pricing for smaller orders allows us to make sure we continue offering a great service at the high standard you expect. "