John Lewis issue with purchase (Updated with result)

screech_78

Manxman_in_exile said:

My understanding is that JL contracted their customer services out to a third party a few years ago, and apparently the service is not as good as it used to be.

Some people have had success trying here:

"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: Head_of_Customer_Service@johnlewis.co.uk

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

Johnlewis.com has been outsourced from the very beginning. 

Branch customer service and escalations are not outsourced. 

OP, did you buy in store or online? I don’t think it’s unreasonable that they see the pillows first before making a decision. You should have been offered to go back to store or to post them (with reimbursement) for an opinion. They do have the right to inspect first. 

Mstty

Thanks for all your thoughts the result is after a bit of email ping pong they are sending us two new silk pillow cases and a goodwill gesture gift card.

So the lesson here is don't take the first or second offer and stick to your guns when in the right.