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John Lewis charging for Click and Collect
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Got a response to my 2nd email to JL customer services about competitors not charging and how I believe their communication about the change to be against their key principles.
The reply was polite and agreed to pass comments on to management which is good.
Suggested the charge is to maintain high level of service, but had to admit (by stating they don't know why competitors are not charging for similar services) my research was correct and most of their competitors are not charging for click and collect.
If you haven't done so already please put pressure on JL and write in to air your views. I asked for my comments to be passed onto the team/management responsible for the policy decision.
Together we might just change something for the better.
Former MSE user - I don't post on MSE anymore, or respond to PMs. I would like to be able to officially set profile to "former user" which would be helpful as it seems you can never leave MSE - just choose not to use it!0 -
Feral_Moon wrote: »These sort of comments often surprise me as some people seem to be under the misconception that JL is expensive. :money:
Agreed. Price match makes them cheaper and the extended guarantee they often throw in works. Also I've had JL price match on items multiple times during the 90 day period as the prices dropped elsewhere.Former MSE user - I don't post on MSE anymore, or respond to PMs. I would like to be able to officially set profile to "former user" which would be helpful as it seems you can never leave MSE - just choose not to use it!0 -
smartbear1 wrote: »Together we might just change something for the better.0
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I'm not too surprised by John Lewis's decision.
Obviously they've always been a "business" and need to make money, however this used to be smoothed over by good service and guarantees.
I still buy from JL as I have their credit card, but I no longer automatically buy there.
They sell a lot of foreign-made items at "John Lewis" prices and the quality of many of their own-label products is not good. There are many complaints on their own website and lots and lots of complaints on review websites.
I think if John Lewis is not careful they will shoot themselves in the foot and eventually (and probably in their near future) it will lose the attraction for even die-hard devotees.0 -
Forcing them to increase prices is 'something for the better'? What a strange idea. What will 'be better'?
Helping JL to reconsider the £2 click and collect charge is for the better.
Helping JL to understand they have broken one of their key principles is for the better.
Helping JL to listen to its customers about issues they are unhappy with is for the better.
Supporting and encouraging others to make their feelings known about policy changes is for the better.
Apologies if I wasn't clear about that in my post Nada.Former MSE user - I don't post on MSE anymore, or respond to PMs. I would like to be able to officially set profile to "former user" which would be helpful as it seems you can never leave MSE - just choose not to use it!0 -
Don't shop at John Lewis but this strikes me as a very odd business decision.
Click and Collect has been a boon for many retailers because it gets you in store to collect where you make impulse purchases.It is interesting therefore that JL either don't see that impact or (more likely) think that people will pay up.
JL is so expensive won't impact many purchases anyway!0
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