Let down by John Lewis

Jane1C

I ordered several items from John Lewis earlier in the month.

Most arrived (with note saying other item to follow). When I called to find out where it was they said I should have received it. I said I wouldn't have called if I had got it. They said they would sent another one out.

I called again towards the end of last week as I wanted the item (a hotplate) for Christmas, they promised it would be here.

Anyway it still hadn't arrived by Monday afternoon so I called yet again and they said the couriers would be delivering up until 9pm.

Guess what I didn't get the delivery.

I am less than impressed as I wanted the item for Christmas Day, all the family were here for lunch and I had wanted to keep it hot.

What do you suggest I do to get the best response etc from JL.

I still want the item, but want some sort of compensation from them, does this sound fair.

dmg24

This sounds all too common of JL Direct ...

Write to head office, and stipulate that you require a response from HO, not from the call centre in Glasgow.

They are likely to offer you a financial goodwill gesture, or if they do not straight away, they will do on your second letter x

Jane1C

I wrote a letter to JL Direct as well as contacting them by e-mail telling them I had written a letter. They e-mailed me back saying they would offer £10 as a goodwill gesture and to let them know if this is acceptable so they could refund my card. The item in question cost £70.

Considering the inconvenience do you think I should just accept? Or should I wait and see if I get a written letter (in the post) and see what they offer?

I am still quite angry about this as it was wanted for Christmas and when I got the item (in a battered box) the delivery note actually said delivery in time for Christmas.

Looking forward to hearing from you.

Thanks

Jane

dmg24

I would not accept it, as others have received more than that x

Mrs_Thrify

Accept the £10 off the £70 hotplate, Did you get FREE P&P or you could haggle for it! If you push to much they might say return the goods at your cost for a refund.

Good Luck... Julie

KILL_BILL

julie_d wrote: »

Accept the £10 off the £70 hotplate, Did you get FREE P&P or you could haggle for it! If you push to much they might say return the goods at your cost for a refund.

Good Luck... Julie

i wouldnt accept the £10

did you write to john lewis at the 171 victoria street address which is their head office,

if not i would do so and reiterate the incoveniece you have had, waiting in all day and spoilt christmas lunch etc and therefore the £10 us unacceptable and you seek a more realistic offer within 14 days

that should get you a better response

RadoJo

£10 is nearly a 15% discount - that seems quite reasonable really.

Jane1C

Thanks for taking time to reply.

I haven't done anything yet as I wanted to get some opinions 1st, and wait a see if I got a response from the letter, but I must admit I thought £10 was a bit of an insult seeing as they did promise to deliver in time for Christmas, but am worried they will say send it back and I have shot myself in the foot as it were.

The letter I sent was to SW3 as that was what was on the JLD website, should I send a copy to the Victoria Street address ?

setmefree2

Must say ....I'm going off on line shopping for christmas. Too stressful:mad:

Jane1C

I would like to say thanks to everyone who replied and gave sound advice on the problem I had with John Lewis Online.

I got a call a short while ago to say they are looking into the company they use for deliveries as they have had a high number of problems and the lady said she would arrange a refund, I thought I would wait and see what happened before I got my hopes up, but I am pleasantly surprised as I have just received my statement and there is a credit with the full refund on it for the item I complained about.

Thanks again

Jane