Appalling delivery service and no information to customers
I have to say I've been really shocked by John Lewis online - they are a great store with excellent products, but you just can't trust them to deliver when you order something online. It's happened to me three times now, and the thing that really gets me is they don't seem to care! A year ago I ordered two matching outfits for my grandchildren - only one came with no explanation. Only when I phoned them did I discover that they had no stock left, but they weren't even going to tell me. So earlier this year I did the same again and thought surely it can't happen a second time, but it did. Two identical outfits, one arrived, again no explanation. So I thought I'd give them one more go just before Xmas and I ordered a half a dozen items. Two were missing. Again no explanation, so I phoned them (again having to phone them and costing me time and money). The woman wasn't at all apologetic on the phone and basically said what was I complaining about as they'd issued me with a refund for the missing items...er, well it was just before Xmas and my credit card statement isn't daily reading, how was I supposed to know?! It turned out that one item (a stocking filler of jelly moulds!) was out of stock and just wasn't ever coming. The other item she said had been 'returned by the courier'. She didn't know why, and evidently didn't care less. So I re-ordered that item and did get it a couple of days later just in time for xmas. But why on earth is their system so bad? There's no excuse as I can't think of any other company who behaves like this, doing what they like and couldn't care less of updating the customer. Just a few days ago I ordered 5 items from Debenhams online and today I have an email from them saying 4 are on their way and the other one is pending...is it so hard for a company like John Lewis to get their act together and do this? I won't be able to trust them again. What frustrates me is the positive news stories today about their excellent service!!! It's just not true. So as an online company, I'd give them zero points. I give them a few points because I like the stores themselves. Shame on them though for the way they treat their customers!
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