John Lewis.....HELP!!!

I had a new washing machine delivered 3.12.2021. As it was unpacked we noticed a clip on the plinth at the bottom of the machine was broken. Rang customer services and they put me on a message service, which asked for name, address, order no. etc. via Whatsapp. It then said I was in the queue to speak to an adviser.

Nothing happened till 5 hours later, another whatsapp message saying to ring Hotpoint on the number they provided and ask for the replacement part to be sent to me. Rang the number and exactly the same process began - questions, and you are now in the queue for an adviser, again via whatsapp. It's 2 hours so far with no response.
I tried emailing them and they "raised a case" and promised a response by 1pm yesterday. It didn't happen.
Emailed again just now. Have tried 6 times today to ring their Customer service number, on hold for over 30 minutes each time before giving up. LIVE CHAT is showing as currently unavailable.
I would have expected far better customer service from John Lewis than this!

Please does anyone know how to get a response from John Lewis that will allow me to speak to an adviser?

Comments

  • tacpot12
    tacpot12 Posts: 7,845
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    John Lewis' customer service has been bad for a number of years now, at least four years to my knowledge, but many customers haven't realised this yet.

    Many of us only make a major purchase from JL every five years or so, so it is only now that you are finding out what some of us have known for a while. I would keep trying their Customer Service number, and write and complain as per sheramber's advice. If JL want to recover their reputation, they are going to have to start repairing their customer service as it is clearly broken. 
    The comments I post are my personal opinion. While I try to check everything is correct before posting, I can and do make mistakes, so always try to check official information sources before relying on my posts.
  • zaksmum
    zaksmum Posts: 5,529
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    Thanks Sheramber and tacpot. I am indeed only just realising how bad John Lewis customer service is! I got a new whatsapp message from them an hour ago to say that, despite the assurance on the customer services page that they will respond within 24 hours, what that actually means is three working days!

    I messaged back to ask why they don't say three working days then, rather than 24 hours, and the response was 24 hours is what we aim for, but really it takes 3 days?!?!

    Then he said I am closing the chat!

    Sheramber I have tried the complaints process, that is one of the numbers that keeps you endlessly on hold
  • DCFC79
    DCFC79 Posts: 40,595
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    edited 6 December 2021 at 7:30PM
    Have you tried the head of customer service email address ?
    Its on the link posted earlier.
  • MalMonroe
    MalMonroe Posts: 5,783
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    I honestly don't know how this has happened. I bought a Hotpoint washer from JL five years ago. They delivered it, unpacked it, placed it in situ, plugged it in (I could have done that myself!) and then did a short test wash. Once they were sure that the washer was working properly they took away all the packaging and my old washer (for a small fee) and my washer was ready to go. I've been very happy with it so far.

    What's happened to that service? I didn't have to pay any extra for them to unpack and take away all the packing material and they wouldn't leave until the washer was seen to be working well.

    I know it's still coronavirus times but even then they could have done everything for you while you stayed out of the way - they do have a policy for it.

    John Lewis, as the retailer, should sort it all out for you, not Hotpoint.

    You could try John Lewis' 'problems with a product' line on 03456 100 381 which they say is open until 9pm. 

    I've just been trying to solve a problem with BT for the last two months and am constantly on hold. But I don't hang up. Because that's what they want me to do! However, the difference there is that the BT calls are free.

    Good luck, I hope you get it sorted but their website still says they ensure that washers are installed properly and working to customers' satisfaction before they leave, so I don't know why yours wasn't. 
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
  • Terrible service! I would say incompetent if not outright negligent. Promise a guarantee and repair service but then have very long call waiting and staff that promise things that dont arrive! This is the fourth time I am calling because the person on the other line has either asked me to call the manufacture, promised a pickup for repair that never arrived, and then again promised to sort out the pickup issue, but have actually done nothing.

    After an hour on hold, the support agent even got impatient when i took a few seconds to dig out the order number. Ever heard of training?

    The cost for John Lewis and extra guarantee is worthless.

  • maisie_cat
    maisie_cat Posts: 2,055
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    Is the clip a hose clip or cable clip? They do break, can be bought for a couple of quid as spares and the phone calls will cost more than the spare part.
    We've had little things like that twice and found it's easier to just fix it if you can, especially as JL customer service takes so long to answer now.
    I used to buy all white goods from JL, but given the downhill slide on customer service not sure I will again.
  • zaksmum
    zaksmum Posts: 5,529
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    I have finally got it sorted. John Lewis told me again to call the manufacturer and request the spare part myself, I explained for the umpteenth time that I could not get through to the manufacturer, who kept me on hold for around 45 minutes each time, then I got a message that my call could not be taken and to try again.

    So I asked JL to call the manufacturer. They got back to me to say - guess what? - the manufacturer was not currently taking calls! JL then offered me a discount on the price I had paid, around 15%, which I accepted just to bring an end to all the hassle. 

    Not best pleased but the machine works well and is not affected by the damage beyond cosmetically.

    I will not buy from JL again though.
  • MalMonroe said:
    I honestly don't know how this has happened. I bought a Hotpoint washer from JL five years ago. They delivered it, unpacked it, placed it in situ, plugged it in (I could have done that myself!) and then did a short test wash. Once they were sure that the washer was working properly they took away all the packaging and my old washer (for a small fee) and my washer was ready to go. I've been very happy with it so far.

    What's happened to that service? I didn't have to pay any extra for them to unpack and take away all the packing material and they wouldn't leave until the washer was seen to be working well.

    I know it's still coronavirus times but even then they could have done everything for you while you stayed out of the way - they do have a policy for it.

    John Lewis, as the retailer, should sort it all out for you, not Hotpoint.

    You could try John Lewis' 'problems with a product' line on 03456 100 381 which they say is open until 9pm. 

    I've just been trying to solve a problem with BT for the last two months and am constantly on hold. But I don't hang up. Because that's what they want me to do! However, the difference there is that the BT calls are free.

    Good luck, I hope you get it sorted but their website still says they ensure that washers are installed properly and working to customers' satisfaction before they leave, so I don't know why yours wasn't. 
    You paid extra, I don't understand why people think because something isn't a line on an invoice, it's free.
  • prowla
    prowla Posts: 13,095
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    edited 13 December 2021 at 5:52AM
    Curious - the contract is with JL and not the manufacturer, so whoever said ring them instead was wrong.

    Me, I bought some items last week in-store and then found out they were £6 elsewhere (I bought 3 of them); their online page said to fill in the form, but it didn't have an option for an in-store purchase.
    They tried to tell me to go to the store, but I said that's not what their published instructions said and it was 20 miles away.
    After a bit more (polite) to-ing and fro-ing, the person said they could contact the store on my behalf, so I gave them my details and the reference sites I'd seen the cheaper price.
    A person from the store called back later in the day and said they were happy to do the price match and refund the difference and it would take a few days to process it.

    So, the relevance to this? 1. You can speak to people, 2. understand that the person you are speaking to may be a general CSA rather than a consumer law specialist and make sure the person you are speaking to knows what their responsibilities are, 3. politely insist on your position.
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