John Lewis terrible service

zaksmum

I ordered and paid for some perfume for my daughter in law for Christmas in mid November. Since 1st December it is showing as at the Hermes depot with no update since.

I have been chasing it up with John Lewis and getting nowhere. They are saying they are awaiting a response from Hermes as to what has happened to it. When this response arrives they will decide what to do about my parcel.

Are they within their rights to do this as it was John Lewis I ordered from and paid the money to. Surely John Lewis now has a duty to either provide the item I paid for or refund me? Should I not be left out of any dispute between Hermes and John Lewis? They do not dispute that the parcel has not ben delivered.

Dreadful customer service!

[Deleted User]

zaksmum said:

I ordered and paid for some perfume for my daughter in law for Christmas in mid November. Since 1st December it is showing as at the Hermes depot with no update since.

I have been chasing it up with John Lewis and getting nowhere. They are saying they are awaiting a response from Hermes as to what has happened to it. When this response arrives they will decide what to do about my parcel.

Are they within their rights to do this as it was John Lewis I ordered from and paid the money to. Surely John Lewis now has a duty to either provide the item I paid for or refund me? Should I not be left out of any dispute between Hermes and John Lewis? They do not dispute that the parcel has not ben delivered.

Dreadful customer service!

 Have you even asked for a refund yet? 

Mickey666

What does the OP expect them to do until they know what has happened with Hermes?  There’s nothing so far to suggest that JL is ducking their responsibility, just that they’re trying to investigate.
I’d bet they’d cancel the order and refund in full if the OP requested it.

zaksmum

_shel said:

zaksmum said:

I ordered and paid for some perfume for my daughter in law for Christmas in mid November. Since 1st December it is showing as at the Hermes depot with no update since.

I have been chasing it up with John Lewis and getting nowhere. They are saying they are awaiting a response from Hermes as to what has happened to it. When this response arrives they will decide what to do about my parcel.

Are they within their rights to do this as it was John Lewis I ordered from and paid the money to. Surely John Lewis now has a duty to either provide the item I paid for or refund me? Should I not be left out of any dispute between Hermes and John Lewis? They do not dispute that the parcel has not ben delivered.

Dreadful customer service!

 Have you even asked for a refund yet? 

Yes I have, via Live Chat, and they said they can't do anything until they get their response from Hermes

Mickey666

If you decide to cancel the order, why does Hermes matter?  Tell JL you are cancelling the order because of the delay.

theonlywayisup

I have had a similar issue, albeit the parcel on it's way to me was stuck with Royal Mail and didn't move for 6 days.  I was advised to wait to the end of the 7-10 day delivery period given and contact them for an exchange/refund.  I called them on day 11 and they reordered with a click and collect at Waitrose.  The C&C arrived on time and was collected.  The tracking on the first parcel has not moved at all but if it does I was told to refuse or use the prepaid label within to return.  Excellent service as the reorder was also given a £10 account credit.  

Dazed_and_C0nfused

Have had same issue with Royal Mail recently.

Amazon third party seller dispatched item 12 days ago (with tracking) and no sign of it yet.

Royal Mail tracking says no update will be provided until item is delivered

Pollycat

I think waiting a month for delivery of an order is...well...out of order.

OP - did it say it was in stock at the time of ordering?

2 weeks from order to JL getting it to the courier seems a long time.

nyermen

JL I think have had some massive backlog since that "friday event".  Might be they prioritised the high value stuff.  My brother ordered a wedding present for me that was dispatched shortly afterwards according to JL but according to Hermes they didn't get the parcel for over a week after.  Not sure if JL are delaying sending to hermes, or if hermes are struggling with it all.
(For note, it finally arrived late this week - broken but thats another matter as the packaging was very poor, a slight thumbs up to JL, they sent a replacement next day via DPD with same poor packaging).

KarenB021

I ordered a large coffee table some weeks ago from a reputable source who quoted a 3-5 day delivery window. On day 6 I again checked the tracking to find it had been delivered and signed for by me yesterday. Much fury ensued with the couriers who contacted the driver who said it was delivered to my address next door to the car dealers - I live in a rural area, no garage for miles. Contacted seller of table who offered a replacement once they had spoken to the courier. Lo and behold courier admitted to the retailer they had lost it and nothing was delivered anywhere!  My replacement table arrived promptly. I did feel sorry for the retailer though even if they claimed the loss via the couriers.

NBLondon

Ordered an item from JL Sunday night; expected delivery 5 days.  So far, so good.   Sent by Yodel (oh no!) who said they would deliver on Tuesday afternoon.  No knock, no card, no delivery.  Yodel tracking claims they left item "By Front Door" at 1339; I looked at 1347 - no item.   Yodel CS claim it's JL problem as they delivered and they couldn't return to depot as goods were perishable.  (Nope - it was electrical)  So copied conversation back to JL Customer Services and see what happens next...