John Lewis Will Not Ruin Grandsons Christmas But they Nearly Did

dontgetcrossgeteven

On Monday just gone I ordered a Lego set online for my Grandson for Christmas, had a nice email from them confirming order telling me on Thursday it would arrive, on Thursday another nice email saying it was arriving that day, yesterday. Call from Reception, your parcel is here, Wow, this service was definitely up to expectation.

Then it went pear shaped, opened the box, no Lego, just some old Meccano set.
What on earth!
Rang customer services, the Lego had been out of stock so they substituted, never let me know, and have left me with no opportunity to find this set elsewhere.
I want to know why they took my order if they couldnt fulfil it, why not tell me it was out of stock, they were emailing me regulary, so why not give me a choice, why assume I would want this crappy Meccano (no offence Meccano but it aint Lego)

So who is going to tell my Grandson...................

John Lewis, you are not good guys, you stink
You know I am posting here, so wanna reply, I doubt it.

so be warned anyone who is waiting for their toy order from John Lewis, or anything else I guess, you may not get what you wished for......

I wont be using them again needless to say
and I wont let it spoil my Grandson's Christmas, he is too precious, so I will make their excuses for them
Rotten lot.......................:mad:

dmg24

Welcome to MSE geteven,

Sorry to hear of your bad experience, but unfortunately you are not the only one. John Lewis Direct have not lived up to the usual JL standards on several occasions, and (in my case) have even resorted to lies to get out of the situation (even when proved to be wrong, it was very difficult to get an apology).

In terms of JL, I would write directly to head office. Stipulate in your letter that you wish for your complaint to be dealt with by HO, otherwise it will be sent to Glasgow and you will receive a bog standard reply.

Where do you live? Hopefully someone on here can help you find what you are looking for? x

dontgetcrossgeteven

Thanks for your reply, yes it was a bog standard email from them. Have to say Ed Hughes in Glasgow was very polite but best he could do was refund me my money and tell me to keep the Meccano! I nearly told him what he could do with it but held back, I am basically a nice person I hope.
My son is at this moment braving the hordes of Bluewater and has rung me to say he hasnt got the exact Lego set but has bought something even better (and bigger omg) so there will be smiles all round on Christmas day.
If I find the strength may write to them, not sure what that would achieve though. I have emailed them my MSE post, it made me feel better..............:p

dmg24

Glad you got something sorted ...

It is a pity that JL Direct have still not got their act together, as it is letting down the company name.

You would be surprised what a letter to HO will get you. I got £50 compensation (not in vouchers), and another poster got to keep a print that cost over £50 (she kindly donated it to charity).

Hope he enjoys his new set! x

deanos

dontgetcrossgeteven wrote: »

So who is going to tell my Grandson...................

No one, just get a set from elsewhere , the shops are still open for 4 more days

dontgetcrossgeteven

Thanks Deanos but thats not the point, its the cavalier attitude
Luckily it is all sorted but it shouldnt have happened in the first place, all it needed was a quick email or phone call
'its out of stock',

not too hard?



I may take if further after the festivities, I have names and dates.....

Anyway, alls well that ends well

Merry Christmas to all

smcaul

If you can you should write to JL head office. The JL Direct is really letting them down, we had trouble with them back in the summer and it took a week or sort sort out, all because their call ctr staff are no where near as good or well trained as the shop staff - but then the JLD staff are not actually employed by JL they are outsourced!!!! (or were).

I wont use JLD ever again, and as I very rarely use bricks and mortar shops it means they have lost a customer - and I don't believe I am the only one!!