John Lewis - Refund to gift card

westendred

Hi,


I bought a number of items online in the black Friday sale from John Lewis, but one of these went out of stock so I had to wait for restock. I paid for the items with a combination of gift card and credit card.
After about a month I noticed that the item was back in stock online so sent an email asking when my item would be delivered. After getting no response after a week or so I phoned them up, to be told it wasn't in stock online anymore, but there was still some in stores so they would get the store to ring me. No-one rang me.
Then, while in the local store I noticed the product on sale, so I took it to customer service to see if I could get this sorted. While there, it became apparent that my online order had been cancelled by John Lewis, but there was no sign of where the money had gone. The store were happy to sell me the item at the black Friday price, but now I had to find out where my money had gone.
On phoning John Lewis online customer service I was told that the money had been returned to my gift card, the one that I had completely used over a month before and had obviously thrown out!
At no point in this process had I been informed by email that the item had been cancelled and money returned to my gift card. After a long wait while they consulted amongst themselves, I was told they could send me a gift card replacement which could take up to 28 days.
After waiting the allotted time, I still didn't receive the gift card, so I phoned again and was told that no gift card had been sent! I was then assured that a gift card would be sent and I should receive it within 14 days.
2 weeks later, I still haven't received the gift card. I phoned online customer services again and was told it will take 28 days, but they can't give me a date as to when I should receive the gift card.
So my question is how can I escalate this complaint so I can finally get my money back. I feel like I'm being sent round in circles. I have asked online to speak to a manager or someone who can resolve my problem but was fobbed off. The staff in the physical store have been very sympathetic, but they won't refund me the money from an online purchase.


Sorry for the long message!

Has anyone had a similar experience? Does anyone have any recommendations as to my next step?


Thanks for reading!

JJ_Egan

Sorry your wall of text is unreadable .

Escalate by putting your complaint in writing to JL head office .

westendred

Thanks for the reply, don't know how I missed it before, but here is the email to send a complaint to JL I'll let you know how I get on.

Head_of_Customer_Service@johnlewis.co.uk

Fluffybunny80

Very shoddy of J L whom are usually Bob on customer service wise!
Maybe back office staff aren't so good as store staff who have always been fantastic.

Fluffybunny80

Good luck and let us know how you get on

POPPYOSCAR

Fluffybunny80 wrote: »

Very shoddy of J L whom are usually Bob on customer service wise!
Maybe back office staff aren't so good as store staff who have always been fantastic.[/QUOTE]




Not in my experience.

We had to write a letter to HO pointing out the law in order to get our problem sorted.

Fosterdog

There seem to have been an increasing number of issues with JL on here lately, maybe their day of top notch customer service is gone.

I've seen so many posts constantly praising them and saying how amazing they are but I've got to say I've never seen what the fuss is about, I no longer shop there as service I've had has been average at best and don't like how they treat their staff.

westendred

Thought I'd post back on the result. Just spoke to someone from customer services and my gift card replacement should be waiting for me at my work. It was probably on the way as I was complaining, although it should never have taken as long as it did.

On a couple of points, I should have been informed, probably by telephone that my order had been cancelled. Then I should have been given the option to get an online credit or a replacement gift card, so something went wrong with their system, for which they gave me some compensation.

All the staff I spoke to were polite and courteous, but the staff in the store seemed to have a bit more flexibility in what they could offer.

Anyway, I'm happy with the result and eventually their customer service came up trumps.