Purchased a pair of Diesel Jeans online and when they arrived they were massive! correct size on the label but absolutely huge in real life. Took them into the store in Cambridge, with receipt/delivery note in hand, and they couldn't have been more helpful - I had paid with Paypal and they refunded the amount to my debit card with no issues and plenty of smiles.
Shame about the jeans but a positive customer experience - will use again where price is competitive.
Bought an excellent Toshiba Regza TV in 2010 when John Lewis still had a remnant of a reputation. Five year warranty too. A few weeks back it started playing up. Wouldn't switch on from standby (see google its a common fault and the excellent customer service team at TOSHIBA sort it instantly with a free software update sent out on memory stick) JL ignored my support request for a week, despite notification they respond within 24hrs! I never got any help until I started to complain. Then it was just one fiasco after another as one chump passed the problem onto another. I asked that my concerns be sent to head office as an official complaint. It never happened. Today I got an email from technical support saying they would like to send an engineer out and the TV could be away for 28days as they test it and make sure the repair works. What an utter waste of space. Who on earth could be without a TV for a month!!
I told them TOSHIBA had sorted the problem out with good old fashioned customer service and it was a common fault that if their dozy service engineers were any good would have known about already and flagged it up on the system as there have been thousands affected.
Needless to say they will never see any of my money again and it wont be long before we see yet another good old British brand bite the dust because chimps have taken over the asylum. What a waste.
BE WARNED they will take your money with a smile but the service wont be worth the paper its written on.
I bought a Sony flat screen television and Dyson hoover from them recently and as usual delivery and service was prompt and efficient. The Dyson had a problem though and John Lewis were fast to resolve the problem.
I have bought from them for years espcially for large electronic items and although they are sometimes more expensive, it is worth paying for the level of customer support you get when you really need it.
I shall never make another purchase from www.Johnlewis.com. I purchased an apparently in-stock camera case from them six weeks ago and I still haven't received it. It has been left totally up to me to try to sort things out. The John Lewis customer services team has been less than worthless. They neither seem to care about their customers nor to provide any communication to the customer without being prompted on numerous occasions. I had expected much better service than this from such a supposedly reputable company.
Great advice from the electrical section. The T.V market has moved on a bit over the years and I did not really understand the difference between them. They helped me and saved me a lot of money as once they explained some of the features I realised that I just did not need them! Most companies would have just tried to sell me the most expensive t.v. Thanks JL
Brought 2 chairs from john lewis last year, they have lasted exactly as long as the one year warrenty and both have developed problems and have since been replaced. For the money I paid to buy these from John Lewis rather than a office funiture store I am surprised the quwality was in the end, so low.
I wanted it to work, I really did. But having ordered a chair for £400 I was told that they use parcelforce for delivery (?!!) so they couldn't even give me an estimate of which day it might turn up.
So of course I was out at work the day the first delivery was attempted (I can't really book a week off on the off chance), and the same for the second, as they still couldn't guess at which day it might turn up. I then decided the whole escapade was pointless and not worth a 50 mile round trip on the weekend having already paid for 'delivery', so I asked to return the undelivered chair for a refund, but it was mysteriously lost in the warehouse for three weeks. Took hours on the phone to Glasgow and a lot of my will-to-live before a refund was at last achieved about two months later. Shambolic. Why can't they use a reliable delivery service (which wasn't actually parcel force, but city sprint)?
A week last Sunday we ordered an Ipad using the click to collect service. We received an email saying that the goods would be available on the Bank Holiday Monday. This was followed by a calll on the Monday saying that we could collect the Ipad from the store on the Tuesday. My partner duly arrived at Waitrose on the Tuesday with the relevant paperwork and card. She was told that there was no record of the order. Following numerous phone calls/emails (and being fobbed off), total confusion reigned. Eventually, a brave John Lewis Customer Service Agent acknowledged the poor service last Friday and offered a £30 refund. The matter is now resolved - but I will never believe what people tell me about John Lewis again!
Ordered a Bristan Prism Power Shower unit, I was not kept informed regarding progress/delivery of the order. Numerous phone calls to Customer Services, "fobbed off" with various excuses. Three weeks later still no shower (bathroom remodelling on hold). I would still be waiting now if I hadn't contacted Customer Services again - who eventually informed me that said shower had been discontinued by the manufacturer and my order would be cancelled and monies refunded. Very disappointed by their "couldn't care less" attitude.
Excellent quality and service from John Lewis.
Click and collect works well from an Internet order. Smooth, easy to park at collection point, good directions to locate pick up point.
In store they are very helpful, can-not do enough for the customer. Showed me the way to collect goods and even took me down a few floors to show me another area of the store I'd expressed an interest in.
Am currently awaiting a next day delivery on a product ordered online. Communications very good, and in conclusion I have tried every method of shopping and delivery collection offered.
The price match and extra warranty on certain products are second to none.
Well done John Lewis
I've bought loads of things from John Lewis so felt confident when ordering a washer/dryer. Unfortunately the only thing they did well was refund my credit card without quibbling.
I first tried to order on-line, but because I wanted it installed & the old one taken away I was referred to a telephone number.
I ordered the machine and was told it would need to be ordered in to the local store before delivery could be arranged. After a week I phoned to check on the order (I was not given a reference number, so after 10 minutes on the phone running through every order made from my address in the last year John Lewis said they couldn't find my order). Being quite annoyed by this time, I decided I would go elsewhere and ordered from a different company (online, that delivered next day).
So the following day when my new (alternative) machine was delivered, John Lewis phoned to tell me my machine was now ready for delivery!
As I said the only thing they did right was to re-credit my card when informed of their mistake.
John Lewis excel on customer service - quite simply - THEY GET IT!!
Once I ordered some shirts which were too small and called them at 8pm to request another size and they arrived the next day. Outstanding!
All orders are delivered promptly and returns are handled with minimum fuss.
John Lewis has better staff, better service and better shops than the majority of the high street but sometimes they're a little expensive. I always double check the price and if somewhere else is cheaper JL will match it - best of both worlds!
I used John Lewis all the time and they are excellent. Only once or twice did I have problem with delivery not turning up on the day it is supposed to over past 10+ years. Even then, thttp://www.trustpilot.co.uk/popups/Evaluate?DID=414443#he customer service is always very helpful and they apologised and sorted things out very quickly.
Ordered a John Lewis childs sewing machine for my granddaughters birthday. The day before her birthday it still hadn't arrived. Contacted Customer services, apologies and a replacement would be sent express deliver. It arrived the next morning, in time to wrap & give to our little girl, who was so pleased with it. Thank you John Lewis
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