Any ideas or help with John Lewis terrible customer service

We're really struggling with John Lewis at present and wonder if anyone has any tips for actually speaking with them and getting an answer to various queries before Christmas (this year).

The customer service number rings and rings (with the irritating holding music) and then, when someone does pick up, they can't help you, put you on hold while they go off and ask someone else, never come back (waited 30 minutes this morning before giving up) or the phone goes dead and you have to start again. Emailing them isn't much better. Someone replies with wrong or irrelevant info, you email back, someone different replies with totally different info, and so it goes on, getting nowhere slowly.

We thought we had a break-through in that someone emailed from an actual store (gasp) and gave a number to call, said to ask to be put through to the store but, of course, this wasn't possible, the person went off to check if/how it could be done, which is how the 30 minute wait came about. We called back again and was told the system is down and call back in two hours.

It's hardly any wonder their profits are down if they don't actually let you buy things from them.

We did find a different number on-line, allegedly for Head office, and, although there was more holding, more transferring us to the wrong department, the email from the store did come from this. But we can't find any other way of reaching the organisation directly, other than through the customer services route which is a total fail.

Any other ideas or suggestions much appreciated.


  • cx6
    cx6 Forumite Posts: 1,176
    1,000 Posts Name Dropper
    Worrying how many John Lewis complaints are happening these days.

    Have you tried this:

    Escalated Complaints Process

    If you've contacted us and you feel that we haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service Team:

    Email: [email protected]

    Write: Customer Relations Department, John Lewis & Partners, PO Box 3586, Glasgow G73 9DW

  • jollyfred
    jollyfred Forumite Posts: 63
    Fourth Anniversary 10 Posts Name Dropper
    That's great, thanks. Will definitely give that a go. Question is which complaint to start with  :/
  • Jasonh2015
    Jasonh2015 Forumite Posts: 136
    Ninth Anniversary 100 Posts Name Dropper
    I found them shockingly awful, ordered a washing machine, they over charged me.

    It was supposed to be free collection, disposal, and delivery. I should have checked the receipt. Called their "store" as confirmed on the invoice, it's not the store, its an off site customer service, who really cannot do anything but offer a call back.

    Fast forward 2 wks and I cancelled the order. They've really gone down hill. 
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