John Lewis Online | Bed Frame | Delayed Delivery

andrewsbradford

Hi,

We placed our JL Online order on the 18th October 2020 with our order confirmation "quoting" 'delivery within 16 weeks from our approved supplier'. Note that we paid using a John Lewis Gift Card, with the full amount being deducted from the gift card at the time of purchase/order.

We had no further communication from JL until I contacted them via the online customer service contact form on the 8th February 2021, effectively at the end of the delivery window. We received a swift reply with a customary apology, a new delivery lead-time of 7th February to 10th April 2021 and to expect further clarification from the supplier within 2/3 days.

On the 10th February we received a mass-communication email stating delays due to being 'unable to secure transportation from shipping ports in Malaysia and the UK', and that they were 'unable to provide an exact date of delivery at this time'.

A reply to my email was received on the 11th February re-iterating the ETA delivery of 10th April, again a customary apology but that these 'delays were beyomd [sic] our control'.

We intend to escalate our case in the effort of seeking some form of compensation, but prior to doing so we would like to clarify our consumer rights: would this delay be considered a breach of the sales contract and therefore strengthen our case for compensation, or should we go the route of poor after-sales/customer service and failing to meet their own expectations of high quality service?

Ultimately we still want the bed frame and have already figured that anything similar we would go for were we to cancel the order would likely take 6-10 weeks to be delivered, however we don't think we should just accept the current situation as is and let JL "get off scot free".

Any clarification &/or advice on how best to proceed most welcome.

Aylesbury_Duck

How much are you after?

powerful_Rogue

andrewsbradford said:

Hi,

We placed our JL Online order on the 18th October 2020 with our order confirmation "quoting" 'delivery within 16 weeks from our approved supplier'. Note that we paid using a John Lewis Gift Card, with the full amount being deducted from the gift card at the time of purchase/order.

We had no further communication from JL until I contacted them via the online customer service contact form on the 8th February 2021, effectively at the end of the delivery window. We received a swift reply with a customary apology, a new delivery lead-time of 7th February to 10th April 2021 and to expect further clarification from the supplier within 2/3 days.

On the 10th February we received a mass-communication email stating delays due to being 'unable to secure transportation from shipping ports in Malaysia and the UK', and that they were 'unable to provide an exact date of delivery at this time'.

A reply to my email was received on the 11th February re-iterating the ETA delivery of 10th April, again a customary apology but that these 'delays were beyomd [sic] our control'.

We intend to escalate our case in the effort of seeking some form of compensation, but prior to doing so we would like to clarify our consumer rights: would this delay be considered a breach of the sales contract and therefore strengthen our case for compensation, or should we go the route of poor after-sales/customer service and failing to meet their own expectations of high quality service?

Ultimately we still want the bed frame and have already figured that anything similar we would go for were we to cancel the order would likely take 6-10 weeks to be delivered, however we don't think we should just accept the current situation as is and let JL "get off scot free".

Any clarification &/or advice on how best to proceed most welcome.

What losses have you incurred due to the delay that you believe warrants compensation?

cajef

What financial loss have you had by the delay that you think you are due compensation for?

George_Michael

If there were mitigating circumstances such as a worldwide global pandemic which had lead to many countries closing their borders to all but essential goods and many factories shutting down totally I could understand why there has been a long delay but as this isn't the case!

MattMattMattUK

John Lewis might give you a gift voucher as a "gesture of good will", I received one for a delayed furniture order last year and did not even need to ask, They emailed me and called me with my confirmed delivery date, which was 3 weeks outside of their delivery window, I then received another call the following day from their customer services department and I was told that they had added a £50 credit to my online account as a gesture of good will, to apologise for the delay. 

However are you entitled to compensation? The short answer is "no".

DCFC79

Aylesbury_Duck said:

How much are you after?

£10,000.00 plus a holiday.

68ComebackSpecial

DCFC79 said:

Aylesbury_Duck said:

How much are you after?

£10,000.00 plus a holiday.

You forgot the obligatory lavish hamper and large bouquet of flowers.

Littlestars_2

You can ask for a "goodwill geasture" but companies do not offer compensation as this implies they are admitting liability. But bare in mind this will not be discussed until a situation has been resolved, ie the bed has been delivered.

Even if you didn't initially email them all affected customers were contacted, and things happened that are outside anyones control. It's also not a breach of contract as you did not contact then stating you required the item by a certain date, and its always an estimated lead time provided.

All you need to do is contact them and say you are disappointed in the delay and would they offer a goodwill geasture for the delay once the delivery has been received. You are not entitled to it, nor should you demand it. It will either be a yes or no. But by sending an email waffling on about xwz demanding compensation will not get you anywhere.