John Lewis terrible service

[Deleted User]

Ugh, Yodel - just seeing that word makes me know trouble lies ahead 😕😬🤦‍♀️

KarenB021

I ordered a dishwasher from JL in 2019, over the phone explaining it was to be delivered to a property on the first floor, going up 13 steps.OK they said, no problem, duly noted. I also paid to have the old appliance removed and taken away. When the driver arrived he was livid about my arrangements with JL, complaining he'd been here there and everywhere as they - JL - obviously couldn't figure out logistics. With that over and my refusing to accept the appliance unless it was put in the first floor kitchen, he got the hump quite literally and carried it up with his nicer mate. Upon finding out the old d/w was to be taken away he then refused to speak to me.  There was much banging and slamming of my old d/w onto the lorry but the ordeal was over. I lodged a complaint with JL who apologised profusely, gave me back the removal costs and sent a £100 voucher. Praise to JL!

Mickey666

KarenB021 said:

I ordered a dishwasher from JL in 2019, over the phone explaining it was to be delivered to a property on the first floor, going up 13 steps.OK they said, no problem, duly noted. I also paid to have the old appliance removed and taken away. When the driver arrived he was livid about my arrangements with JL, complaining he'd been here there and everywhere as they - JL - obviously couldn't figure out logistics. With that over and my refusing to accept the appliance unless it was put in the first floor kitchen, he got the hump quite literally and carried it up with his nicer mate. Upon finding out the old d/w was to be taken away he then refused to speak to me.  There was much banging and slamming of my old d/w onto the lorry but the ordeal was over. I lodged a complaint with JL who apologised profusely, gave me back the removal costs and sent a £100 voucher. Praise to JL!

That’s exactly the right way to deal with such things; report the issue and see how the company deals with it.  Things sometimes go wrong and when they do is usually when ‘customer service’ really comes to the fore.  So here we have an upset customer praising the company responsible (not at fault, but responsible) for dealing with it so well.
I’ve had a few similar experiences with JL over the years - always handled well.  If only all companies behaved the same way.

Le_Kirk

KarenB021 said:

I ordered a dishwasher from JL in 2019, over the phone explaining it was to be delivered to a property on the first floor, going up 13 steps.OK they said, no problem, duly noted. I also paid to have the old appliance removed and taken away. When the driver arrived he was livid about my arrangements with JL, complaining he'd been here there and everywhere as they - JL - obviously couldn't figure out logistics. With that over and my refusing to accept the appliance unless it was put in the first floor kitchen, he got the hump quite literally and carried it up with his nicer mate. Upon finding out the old d/w was to be taken away he then refused to speak to me.  There was much banging and slamming of my old d/w onto the lorry but the ordeal was over. I lodged a complaint with JL who apologised profusely, gave me back the removal costs and sent a £100 voucher. Praise to JL!

No he didn't, unless he turned into a camel.  Well done to JL for the voucher and to you for dealing with JL.

NBLondon

NBLondon said:

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...

A positive update!   Today I got through on the phone to JL and they confirmed that they hadn't been able to get anywhere with Yodel so would I like a re-order or a refund?    Mind you this was after 3 e-mails so persistence was required.

I took the refund - having gone out and bought a replacement from Currys in the sales...

JJ_Egan

Currys  oh dear oh dear .

Spank

Out of the frying pan.....

jaybeetoo

[Deleted User] said:

Ugh, Yodel - just seeing that word makes me know trouble lies ahead 😕😬🤦‍♀️

I’ve found them to be very good since they changed the final mile delivery to a local man who delivers in a Mercedes estate!

NBLondon

JJ_Egan said:

Currys  oh dear oh dear .

Click and Collect.  Worked absolutely fine.