Let down by John Lewis

caxia

I suppose I am venting here really, but just a word of caution about John Lewis customer service.

I ordered a double bed base and mattress from JL to be delivered last Thursday. I got a confirming text on wednesday saying they would be delivering anytime between 7 and 2 the next day. I freecycled my old bed that evening and just slept in one of the kids beds.

9am Thursday I get a call to say the base is coming but the mattress is out of stock. Someone will call me to let me know what is happening. Funnily enough no-one ever does. I call them eventually and no-one can tell me when my mattress will arrive.

So here I am on sunday, sleeping on an airbed, still dont know when I am getting my bed. I just spoke to JL again and the best they can do is offer me an evening delivery when it eventually arrives so I dont waste another precious holiday day waiting for them.

Dont assume JL are good at customer service. :mad:

neilmcl

caxia wrote: »

I suppose I am venting here really

Then there is a place for that, it's called the Praise, Vent & Warnings subforum.

Everyone makes mistakes occasionally, it's annoying but I don't see any really bad customer service there. So they got something wrong, what more are you expecting them to do now?

caxia

Apologies if I have posted in the wrong place. Can you tell me how to move it?

I suppose I want JL to provide me with a bed to sleep in. I would never have got rid of my old bed if they had not texted me to say they were delivering the new one the next day.
You may be right that my expectations are too high.

neilmcl

You could PM one of the board guides and get them to move it over.

If you go to the "How to Contact us" link at the top right of the page it'll show you how to do this.

photome

caxia wrote: »

Apologies if I have posted in the wrong place. Can you tell me how to move it?

I suppose I want JL to provide me with a bed to sleep in. I would never have got rid of my old bed if they had not texted me to say they were delivering the new one the next day.
You may be right that my expectations are too high.

I get your frustation but not sure i would get rid of an old bed before the new one had arrived

marliepanda

Agree with Photome. You got rid of your bed prematurely.
Things go wrong.

It makes no sense to expect JL to have a spare bed to lend to you whilst you wait for your bed.

Air bed/sofa bed/ kids bed which apparently worked fine for you the first night I'm afraid.

LilElvis

Cancel and order a mattress from elsewhere? Cancel and order another from JL and ask for a discount for the "inconvenience" you've suffered?

agrinnall

LilElvis wrote: »

Cancel and order another from JL and ask for a discount for the "inconvenience" you've suffered?

It sounds like this is a direct from supplier order, and my experience with several of these is that JL don't have as much control or up to date information as you might expect. I've had a couple of £50 gift cards from them where they've failed to deliver things on schedule.

ThumbRemote

neilmcl wrote: »

Then there is a place for that, it's called the Praise, Vent & Warnings subforum.

Everyone makes mistakes occasionally, it's annoying but I don't see any really bad customer service there. So they got something wrong, what more are you expecting them to do now?

Customer orders product. Product is delivered. This is good customer service.

Customer orders product. Product is not delivered. Retailer tells customer the previous day that it will be delivered, then informs customer on the day that it won't be. Retailer has no idea when it will be delivered and doesn't return customers call.

If you think this isn't bad customer service then I dread to think what your threshold is for 'bad'!

Yes, mistakes happen, but let's not pretend black is white. The OP has had bad service so far.

daytona0

Whilst I admire your forward planning by chucking the bed early, I have always learnt from experience that you should ideally wait until YOU HAVE THE ITEM IN YOUR POSSESSION.

Things go wrong. They'll also have thousands of orders to handle and, whilst it is not good customer service at all, you should expect at least a small amount of mither as a sort of buffer.

neilmcl

ThumbRemote wrote: »

Customer orders product. Product is delivered. This is good customer service. That's just normal service, nothing good or bad about it.

Customer orders product. Product is not delivered. Retailer tells customer the previous day that it will be delivered, then informs customer on the day that it won't be. Retailer has no idea when it will be delivered and doesn't return customers call. Admittedly, JL not phoning back on the day isn't desirable but not wholly unexpected given the time of year. Not having it delivered is frustrating, what JL actually do about it decides whether it is bad customer service or not.

If you think this isn't bad customer service then I dread to think what your threshold is for 'bad'!

Yes, mistakes happen, but let's not pretend black is white. The OP has had bad service so far.

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