Ordering from John Lewis - frustratingly poor service

glasgowdan

Has anyone else experienced the opposite of what they'd expect when ordering things from JL?

We picked out 4 kitchen appliances for our new kitchen recently and tried to order it all online. One of the appliances had a discount code advertised, £100 off if you trade in your old machine, but this wouldn't work online so we called them. Aside from getting agents who could barely understand english (i.e. repeating things 3 times both ways) they keyed in the wrong card security code which prompted the bank to freeze our account. We went back to them, long drawn out series of phone calls and eventually got it all booked for a 3-7pm slot (premium).

Today we got a text to say they delivery is out for 2-9pm tomorrow. My wife called and they have no record of booking a 3-7pm one and they won't do anything about it!

In addition, we'd forgot one appliance and made a separate online order for this the next day. We then called to ask if it can be included, to be told very flat "no we can't include it in the delivery because it's a separate order". No suggestion of maybe calling the warehouse (as that's where everything is coming from) to get the staff to tie it in.

OH made a formal complaint and cc'd all the people that might take notice.

I remember when I worked at JL about 8 years back the staff mindset was to go out of your way to help customers. This experience has left us simply refusing to use them for this type of thing again in future. I hope we don't have to deal with them for any after sales care!

fleshandbone

Great customer you sound like, geez its always someone else fault.

glasgowdan

Their systems didn't work with the code. They put the security code in wrong which resulted in our bank account being frozen. We had to make several frustrating calls as their staff couldn't speak or understand clear English very well. And they can't deliver things to the same address at the same time, or book a paid for time slot.

I can understand why you think I'm a bad customer.

London50

Human error on both sides happen {you forgot to order an item, they incorrectly entered a wrong security code}. Mistakes on both sides, these days ordering online is done through a computer system and CAN cause more problems trying to over ride it.
I take it that your bank has unfrozen your account and within a 244 hour period you will have the items you requested so IMO job done.
I do not think they will be too bothered that you will not use them again as I am sure there are plenty of people {including myself} that have had no problems and return again and again.
I am truly sorry that things have not gone right for you but these things happen and yes it is frustrating but it's not the end of the world.

fleshandbone

Perhaps the code was for online orders only.
Maybe you gave them the wrong security code (you usually get 3 attempts to put this in)
Perhaps it was your language or irritability that they could not understand.
Maybe there warehouse has set procedures and policies in place to ensure orders are dispatched in a certain order, deviating from this may cause additional problems.

glasgowdan

Or maybe it's as I told it. The JL fanclub are on here today

fleshandbone

But we need to hear there story of events in order to have a balanced view, could you ask them to provide this please?

London50

I have never been a member of any fan club. I answer as I see things or through personal experience.
Things did not go the way you wanted/expected it to and have aired your feelings over it all I am doing is pointing out part was your fault part was JL.

glasgowdan

No part was my fault other than placing two separate orders. And they've had their customer relations people calling my wife today apologising after investigating. We still had a lot more hassle than we should have had and my feeling toward them is the same regards future purchases.

This section of the forum is called Praise, Vents and Warnings. This is a mild vent. It's not intended to be a prosecution, have you pair got nothing better to do?

glasgowdan

fleshandbone wrote: »

Perhaps the code was for online orders only.It wasn't.
Maybe you gave them the wrong security code (you usually get 3 attempts to put this in) I didn't. They put it thorugh, said that's fine then at the end said it's failed. We had to get in touch with the bank the next day and this took precious time
Perhaps it was your language or irritability that they could not understand. Clear, middle class english in a slight scots lilt. The irritability only started after the nth phone call as you fine well know (as you apparently were there given how much you 'know'?)
Maybe there warehouse has set procedures and policies in place to ensure orders are dispatched in a certain order, deviating from this may cause additional problems. That's exactly my point... they are treating a customer with a reasonable request/expectation as a problem.

If you want to keep making assumptions plucked from thin air...

photome

glasgowdan wrote: »

If you want to keep making assumptions plucked from thin air...

you have made his day arguing with him, dont feed the troll