Dreadful service from John Lewis installation team.

littleblue735

Think twice before using their ‘highly skilled and first class installation team’

I ordered an integrated washing machine from JL back in Jan and paid the extra £85 for installation by one of their own teams. After 3 hrs of trying to get it level, they admitted it had faulty back legs, I said I wasn’t happy to accept a faulty item so they agreed to leave it in place and order me a new one. I noticed they had also chipped the worktop and cabinet trying to force it in. They noted this damage and told their boss. I phoned Customer Services and they told me to get a quote to replace the worktop and they would pay.

After 5 weeks wait a new delivery team installed the replacement machine, however they connected it to the hot feed pipe, I even told them the boiler was firing up so surely it was the incorrect pipe. I know that much !! they assured me it was correct and left. I put on a wash and lo and behold the machine was filling with boiling hot water, so the plastic was hot to touch. Another phone call and they sent another team a week later to swap the pipes. So six weeks without a working machine!!

I had two fitters round who wouldn’t quote as the work would be very fiddly, i.e they would have to remove some of the architrave to fix new worktops ( I have a tiny kitchen), I spoke again to JL who sent a contractor they use to fit their kitchens. He agreed that replacing the worktop would be a fiddly job and I would end up having to replace architrave and tiles so I agreed to them fixing the damage. I also couldn’t afford to take more days off work. It looks better but still obviously damaged.

I have had to take two days off work to meet the three installations teams and the fitter, and wasn’t happy about being palmed off with a faulty machine and the damage so I wrote an email to the Customer Services Dept detailing the dreadful service I’d received, they didn’t even bother to reply and after two weeks of chasing I’ve finally had a response. No apology for any of the issues I had and a paltry offer of £100 in vouchers, despite me saving them over £500 in fitter fees to replace worktop. I replied saying I wanted the £85 installation fee refunded also but have not had a reply.

So much for their first class service….!! I won't be buying any electrical items from them again.

agrinnall

Seems pretty poor, when I've had problems with JL I've found that escalating it to the Executive complaints team has achieved better results.

DCFC79

littleblue735 wrote: »

Think twice before using their ‘highly skilled and first class installation team’

I ordered an integrated washing machine from JL back in Jan and paid the extra £85 for installation by one of their own teams. After 3 hrs of trying to get it level, they admitted it had faulty back legs, I said I wasn’t happy to accept a faulty item so they agreed to leave it in place and order me a new one. I noticed they had also chipped the worktop and cabinet trying to force it in. They noted this damage and told their boss. I phoned Customer Services and they told me to get a quote to replace the worktop and they would pay.

After 5 weeks wait a new delivery team installed the replacement machine, however they connected it to the hot feed pipe, I even told them the boiler was firing up so surely it was the incorrect pipe. I know that much !! they assured me it was correct and left. I put on a wash and lo and behold the machine was filling with boiling hot water, so the plastic was hot to touch. Another phone call and they sent another team a week later to swap the pipes. So six weeks without a working machine!!

I had two fitters round who wouldn’t quote as the work would be very fiddly, i.e they would have to remove some of the architrave to fix new worktops ( I have a tiny kitchen), I spoke again to JL who sent a contractor they use to fit their kitchens. He agreed that replacing the worktop would be a fiddly job and I would end up having to replace architrave and tiles so I agreed to them fixing the damage. I also couldn’t afford to take more days off work. It looks better but still obviously damaged.

I have had to take two days off work to meet the three installations teams and the fitter, and wasn’t happy about being palmed off with a faulty machine and the damage so I wrote an email to the Customer Services Dept detailing the dreadful service I’d received, they didn’t even bother to reply and after two weeks of chasing I’ve finally had a response. No apology for any of the issues I had and a paltry offer of £100 in vouchers, despite me saving them over £500 in fitter fees to replace worktop. I replied saying I wanted the £85 installation fee refunded also but have not had a reply.

So much for their first class service….!! I won't be buying any electrical items from them again.

You said they tried to force it in, was it because it was too tight for the gap ?

Did you measure the gap ?

littleblue735

The gap is a standard unit so they didnt have to force it in, they were just very heavy handed, hence the damage.

Thanks Agrinnall, on the website it says to email the Head of CS if I'm not happy with outcome. I'll try them.

littleblue735

Update.....I emailed the whole saga to their Head of Customer Services, and have been offered another £100 in gift card or refund. Needless to say I accepted the refund.

More importantly I received an apology and an acknowledgement that the service I received was appalling from start to finish. They will be looking into the poor service of the installation teams also.

What annoyed me the most was that from day one, I've had no apology from any of the multiple staff that I dealt with throughout the six weeks until I spoke to the Head of CS staff.

So I'm still down on two days of annual leave but I've agreed to settle for the £200. But never again will I use JL in house contractors!!

missile

Good to hear you eventually got an apology and compensation.

macman

Even the mighty JL are sometimes fallible. However your real mistake was ordering an integrated machine, which is tricky to install and even harder to repair or remove once in place, as the two fitters who declined the work would have realised.
Go for freestanding every time (same applies to dishwashers).