John Lewis promo codes and 'customer support'

mjb2

I have been having issues with John Lewis promo codes, as other threads here have also mentioned this, could be a wider issue?

I bought a Bosch Washing Machine from John Lewis (Series 6 WGJ25400GB).
The website says it has free standard delivery and recycling (via promo code).
Despite using the promo code I did not get the free recycling. One of the explanations John Lewis gave is that it was delivery or recycling but not both (which is not what their website says). If that is the case then you can never get free recycling because free delivery always takes precedence.

This seems like a minor issue and a good company would quickly resolve it but John Lewis customer services were useless.
I don't like call centres so I used their website message and then going to emails which I have copied on the web page here:
https://www.euclideanspace.com/jl/cs.htm
As you can see, each reply was a different person and none of them did anything to resolve the situation.
Its not just that I did not get the discount but customer services were preventing the removal of my old machine.

Could someone look at the communications on this page to see if I could have handled it better because it seems to me that John Lewis have changed from a company that I trusted to a very unpleasant company to deal with. Is this what I should expect these days?

twopenny

Interesting I couldn't find an address for customer complaint and the website choices don't seem to relate to your problem, probably others.

There's addresses at companies house. You could write to a director, explain with a copy of the website where the error occurs (highlighted) and the emails that say it's a mistake.

Explain what you want to happen as per their website.

I'd go with pen and paper, dated and your name, address on the bottom. Show you mean business.

Ask for it to be passed to their complaints department.

Emails not followed through. Phone calls not recorded. Paper has to be dealt with

mjb2

Sadly, based on my experience here, I think I have given up on John Lewis. I'm not sure they are worth the cost of a postage stamp.

Okell

@mjb2 - Have you escalated your complaint?

Escalated Complaints | Customer Services | John Lewis & Partners

Explain to them that it's irrelevant that they've made a mistake or that the offer was not clearly expressed by them. Tell them that you chose to purchase from them on the basis that the promo code offer was genuine and would give both free delivery and free disposal, and that as far as you are concerned it forms part of the contract.

How did you pay? Credit card?

mjb2

@Okell - Thank you for your reply .
Just after I posted this the delivery arrived and I managed to persuade them to take away the old washing machine despite John Lewis 'customer services' telling them not to.
So there are still some helpful people working for John Lewis (just not in their 'customer services' dept).
So that resolves the issue.
But it still leaves me with the question: would I order anything from John Lewis in the future? I think the answer is no because, if anything goes wrong I have no confidence that they would resolve it.
I didn't see the Escalated Complaints button until you pointed it out but I did keep asking them to escalate to issue to no avail.