Dispute with John Lewis

PM600

Hi Guys,

Over the past week I have has issues with John Lewis when ordering a £800 Washer Machine.

Long story short:

- inconsistent messages were given on the phone and in store, which lead me to take time off during work.
- Delivery and installation could not be carried out on the same day.
-I had to go into store to sort out the issue, but was shown total incompetency from the staff, including Floor Managers.
-Delivery of the Washer dryer come on Friday and the installation was due to take place on Saturday morning.
-Saturday morning came and no one turned up from JL.
- Rang consumer service number up only to find out the order had again been put through incorrectly and now installation won't take place till Monday (originally Thursday)
-Which disrupt our weekend, washing couldn't be done and our kitchen was out of bounds as there was a Washing dryer left in our tiny kitchen.

I think this is quite insulting due to the hassle I have to deal with sacrificing my work time. I have written to the Managing Director and the Head of Customer Services. I have also used social media to complaint.

In short the £25 good will gesture seems to be a refund on "installation" that I paid for. Off course John Lewis are going to refund me on this as the service wasn't delivered- even though they are making it out to be a goodwill gesture.

Any assist or guidance would be much appreciated.

k3lvc

PM600 wrote: »

Any assist or guidance would be much appreciated.

Personal suggestion - take the £25 and enjoy a nice bottle of wine with it then come home and get on with the washing in your new machine

!!!! happens sometimes and involving the MD, Communications Director and slating them on social media is a little OTT

Out of interest what do you want/expect ?

bigisi

PM600 wrote: »

Any assist or guidance would be much appreciated.

On what? You've not asked a question.

As above, just take the money and enjoy the nice weather we're having.

Feeling "insulted" sounds to me like a massive overreaction and the kind of emotive rubbish people use to try and bleed as much compo out of a situation as possible. Don't be one of those.

k3lvc wrote: »

Out of interest what do you want/expect ?

£££s of compo for the "insult" I'd imagine.

Aylesbury_Duck

bigisi wrote: »

Feeling "insulted" sounds to me like a massive overreaction and the kind of emotive rubbish people use to try and bleed as much compo out of a situation as possible. Don't be one of those.

Absolutely.

mattyprice4004

PM600 wrote: »

In short the £25 good will gesture seems to be a refund on "installation" that I paid for. Off course John Lewis are going to refund me on this as the service wasn't delivered- even though they are making it out to be a goodwill gesture.

Any assist or guidance would be much appreciated.

Well, they will deliver this service on Monday - so it is a goodwill gesture.

Gavin83

I second others, what do you want as an outcome?

DoaM

Did you have to take more time off work on Friday for the delivery? Was this unpaid leave?

Did/Will you have to take time off work for the installation? Will/was this unpaid leave?

If you can quantify actual losses then you can claim those. See the Failed Delivery: Fight Back article here on MSE.

Blackbeard_of_Perranporth

I would get slaughtered on the £25 and next time, as last time, use my local electrical shop who come around and fit within two days. And my machine costs a damn site less than £800 on some fancy name as well!