John Lewis lost my phone

CelticFire

Looking to see if anyone has experience of a direct phone number or email for someone at John Lewis with any authority. I returned an iPhone as Trade-in . It appears they have lost it. They are dragging their feet and advised me to contact the 3rd party that the phone was returned to, directly myself, providing an unworkable phone number. Going round in circles with inept customer service. Any ideas?
I should have said, they have acknowledged receipt as item was tracked to Likewize, their agent.

flaneurs_lobster

I take it you've tried

Need further support or assistance?

Contact us on support@trade-in.johnlewis.com or call us on 0203 696 7302

When you say "they have acknowledged receipt" was that a communication from Likewize or did you pay for signed-for on receipt postal service?

CelticFire

https://forums.moneysavingexpert.com/discussion/comment/81965014#Comment_81965014

yes thanks, tried all of them. Phoning customer service the agent read out to me the email they had sent me😡. It was Likewize aho acknowledged receipt . Used post office tracking system.

MyRealNameToo

customercare@johnlewis.com used to be the ones that replied to Exec complaints… was a few years ago so may have changed

flaneurs_lobster

What makes you think they have lost your phone?

How long has it been since they acknowledged receipt?

Has there been any other communication from Likewize?

Okell

If Likewize are acting as agents for JL then JL are responsible for their agents' negligence.

Tell JL you want them to compensate you for their agents' loss of your 'phone

screech_78

https://forums.moneysavingexpert.com/discussion/comment/81965073#Comment_81965073

No longer in use, however nobody employed by John Lewis was ever at the other end of that email address. It was used by the CRM team for John Lewis Technical Support who dealt with Exec complaints back then. It was handled by Sitel. Changed mid-2020 when some technical support exec complaints started being handled by the in house directors team. Now all technical support complaints sent to exec are handled in house.

OP, all you can do is escalate. There’s a form online that will send you to the customer relations team (UK based). Likewise are difficult to deal with so I sympathise.

CelticFire

https://forums.moneysavingexpert.com/discussion/comment/81965115#Comment_81965115

likewize have acknowledged receipt but nothing else. They say allow 2 days to process. It’s now 11 days.

CelticFire

I have escalated it thanks. Wasn’t sure if escalation means UK based so thanks. Still awaiting reply.