John Lewis’s refusing to deal with missing delivery of iPad.

BriTuck

I am extremely unhappy with John Lewis’s customer service as an iPad and case ordered from them online has not been received and now they are refusing to deal with the problem so they are restricting consumer rights.

 I asked my daughter to buy me and an iPad mini and case for my wife’s birthday, to be delivered to her home from John Lewis online as I didn’t want the order to come to my home in case my wife accepted the delivery, thus spoiling the surprise. I specifically ask it to be ordered from John Lewis as they have a reputation for good customer and, so I thought delivery service.

The item was ordered on the 12th November. By the 17th I ask my daughter to make enquiries as to when the delivery would be as we had not received it or any tracking notification, email or text as to when it would be. Fern called John Lewis who said that the iPad and case was delivered by Amazon on Saturday 14th and that they would make enquiries as to where or what has happened to the item which would take them a week.

 I was surprised that John Lewis was using Amazon, my reason for ordering an expensive item from John Lewis was because I thought their delivery service would be spot on and trackable and delivered by a reputable company, as was my last order with them back in June. I specifically didn’t ask Fern to order from Amazon because I have witnessed parcels being left on people’s doorsteps by their delivery people.

John Lewis’s customer services came back to Fern saying that the iPad and case was delivered to their next door No. 95. Fern at no time requested that her items be delivered to another property. Fern has called to that property twice to ask them if they have the items, they insist that they have not, Fern even said the second time that she was going to have to call the police as that's what John Lewis suggested she did! John Lewis told Fern that it is not their problem and that she has to contact the delivery company and her Bank for the card she used. She contacted both of these and Amazon says it is not their problem and Fern has to make an appeal to the Bank.

Fern has now called customer services a number of times and has asked to speak to a manager, for which she was initially told she would have to wait 48 hours for. She insisted and was told someone would call her back in the afternoon. A manager called back, Lisa called and insisted that because Amazon say it was delivered and if we are disputing that fact then Fern has to raise a dispute with here Bank, Monzo. She also said that they are within their right to deliver items to a neighbour. But they never told Fern when, how or where it was being delivered, no tracking, no text, no card through the door, nothing. She also said that this has never happened before?

 

Lisa (the manager Fern spoke to) also claimed that they wouldn’t have to tell me which neighbour it was delivered to. Fern was essentially told that she is lying as “This has never happened” that someone doesn’t receive tracking information or delivery confirmation (it obviously does because She didn’t receive it). It’s now all on her to waste her time trying to get this sorted. Hours and hours of trying to deal with it to be told it’s supposedly been next door the whole time. (Even though it’s not). Lisa also claimed that if I had received notification of delivery that they would say with a neighbour but wouldn’t tell me which number. This is obviously not true as no courier wouldn’t not tell you.

Today, 25th November Chiquetta from Amazon Shipping Support called Fern saying “I’ve investigated the package with the tracking #A10728935663, and the latest tracking update shows this was delivered however I cannot confirm the exact location for delivery”.

If Amazon who delivered the package cannot confirm the exact delivery then how can Lisa from John Lewis tell Fern that it was delivered to No 95 Ditchling Rise, the wrong address?

John Lewis is negating their responsibility and restricting her consumer rights. Surely their job is to deliver the items to the person/address from which they were ordered and if this is not the case deal with the problem between themselves and the customer, my daughter Fern.

We are not sure where to go from here.

Brian.

Aylesbury_Duck

Firstly, I'd remove some of the personal details from your post.  There's enough there to identify your daughter, assuming you haven't used a false name and address.

Secondly, your daughter needs to go back to John Lewis (with whom she has a contract) and remind them that they retain responsibility for the goods until such time they arrive in her safe possession.  Not Amazon, nor a neighbour, not a bank, nor a courier - it's John Lewis's responsibility.  She shouldn't be dealing with anyone else and they shouldn't have referred her to anyone else.

Give them one more chance and if they don't play ball, she should contact her card company for help.

P.S.  Are you sure she ordered directly from John Lewis?  I wasn't aware that Amazon fulfilled any of JL's orders.  She hasn't gone to Amazon to save a bit of money has she....?

yksi

So much in here but it looks as though she bought from Amazon so that's the first thing I would be checking. The buyer (the one who did the ordering) needs to speak with the seller (not the deliverer). 

sheramber

 Who did she get the confirmation email of the order email from?
If it was from John Lewis then there is details of how to track the order on it.
Has she looked on her junk folder?
According to John Lewis  Couriers we use for standard deliveries include Royal Mail, Hermes, DHL and DPD.

Manxman_in_exile

Are you sure your daughter ordered from JL?  I'd want her to clarify Amazon's involvement before publicly blaming JL.

Having said that, if it is JL it is their responsibility - noone else's - up to the point of delivery to the purchaser.  I'd be complaining about JL's customer service response too

photome

It is odd that JL used Amazon. are you sure you have the whole story from your daughter.
as Aylesbury says you should remove some personal detail, like name ,surname and address 

If it was bought from JL then it is their issue  to sort

the_lunatic_is_in_my_head

JL (or Apple if fulfilled directly) may be using this service:

ship.amazon.co.uk/getstarted

nyermen

One extra comment - unless you gave instructions that they can deliver to a neighbour, then them doing that is not your problem, they have to deliver it to you.