After my five month old microwave developed a fault I was told I had to take it to my local store. I ordered online because I don't have a local store but this didn't interest John Lewis at all. I drove forty miles and returned the microwave and the man on the customer service desk in Tamworth store was incredibly rude. I had asked for a refund and he said their policy was to only offer refunds on products that were under six months old, I explained that the microwave was and he laughed and said it was an approximate policy and no I couldn't have my money back. I was assured that it would be repaired within 28 days - still waiting and I am giving up hope of ever having it back. Had no contact from John lewis, written emails with no response. Never again, they just couldn't care less about customers!
Just dealt with John Lewis Customer service for a PC repair. they are appalling. Months to get a simple repair fixed, no updates and they dont have a clue on what customer service is. Bought from them believing their customer service myth and paid dearly, as I had to buy a new laptop while I waited months to get my laptop sorted. Dont believe their customer service myth they are clueless.
I ordered and paid for an integrated dishwasher to be supplied and installed.Two days before the installation date,they rang to say they no longer installed dishwashers in our area,would it be ok if they just dropped it off and I could sort out getting it installed.I refused and cancelled the order and requested a refund.When I got my statement they had refunded all but £50 to my card.When I complained they credited the remaining £50 to my card.So I've given them a interest free loan for a month,watch this company,it's run by idiots!
I placed an order over the phone (which staff effectively inputted on their website) for collection at a local store. I went to collect my item but it was not there. I called only to be told my order had been cancelled but they could not tell me why, only offering to place the order again. They didn't even bother to call me about the problem or to tell me but instead let me wait until collection time to find out that it hadn't arrived.
I was surprised to read the negative reviews for John Lewis. We have recently moved home and ordered numerous items online for home delivery. On each and every occasion the order has been executed faultlessly, with email updates and deliveries on time. Returns have also been collected as advised and refunds issued very quickly. I could not award JL anything other than 5*, my personal experience has been first class.
Had 3 problems with their online service since christmas. Have wasted so much of my time trying to sort things out time and time again. Recommend only use their in house delivery and keep away from anything hermes. Even emailed chairman s office. Promise £40 comp but well below hassle and total lack of confidence in their on line delivery people.
Made a order online, order then dispatched promptly to the local Waitrose and not my home as requested. Waitrose phone up saying I can collect my order. Next day I go along and manager informs me the order has been sent back!?! And will be dispatched shortly. One week later and I've grown bored of emails to a different customer services person each time. I'd like a refund. But I can't until the order has made its way back to warehouse. Never again..
Bought a TV on line, then had a problem with my selected delivery date, rang them to change the date and even request that they did not deliver on the school run. They offered several dates and they turned up as promised and even carried the item in the house. I have used many companies on the internet but think many could learn from these people. Great service. Thanks.
Quite happy on their website to accept order for cooker and to sell additional services to provide installation and removal of old device. 3 days later they ring to say they will only delivery but will not install or remove. So that is 3 more days our family with 3 young children is without hot food unless we go to the expense of eating out or buying in. No indication at the point of ordering that they will not supply these services to our address. MIs-selling. Awful service. Unsympathetic call centre staff. Never, ever again.
I've bought or used items from John Lewis regularly, and I find it hard to criticise either customer service or products I have purchased. Occasionally there have been problems with individual products but I have always been dealt with very well and had the problem sorted. Surprised at the negative reviews.
i'm going to write a good review about john lewis because they deserve credit for their service.
i have bought things online, in store, and even over the telephone and i just can't fault them. their customer service skills are fantastic, as are their products, and their delivery service is amazing.
i will continue to keep using them… well for as long as my budget allows (as they are rather expensive). the only problem is it opens your eyes to how rubbish their competitors really are!
we purchased a lenovo laptop a year ago and a samsung tablet with a stylus four months ago. the laptop developed a battery problem (not charging, overheating) which is well documented even by lenovo (sadly, we only discovered this after we bought the laptop from john lewis). The laptop is within the warranty. John Lewis tech staff could not diagnose the problem, could not and would not want to help and made our 60mile round trip to peter jones a complete waste of time (still have screen prints of the computer saying pluged in, not charging). samsung stylus stopped working three months into the purchase. told by customer services to bring it back to the store where bought (peter jones) only to be told that there is nothing wrong with the pen. we could actually see that it was only working intermittently and pointed this out to the agent who thought it was perfectly acceptable for a pen to work intermittently and told us to charge it up a bit more. Which we did. Now it does not work at all. We are stuck with over 700 pounds worth of goods within warranty which are not working and now need to make another 60mile round trip to confront the inept technical staff at peter jones again. we did not deserve this treatment, having been customers of John Lewis for over 10 years.
Ordered a TV on 26th December with delivery scheduled for 31st December. It so happened that the TV was not delivery on time but I accepted it as just owing to it being an extremely busy time of year.
By Monday 6th January I had still not received any communication or delivery from John Lewis so I phoned their customer services. The operator then informed me that the order was "stuck" within their processing system as it had not progressed onto the next status. She attempted to progress the order and flagged it as a priority order seeing as it was already approaching a week late for delivery. Finally, she mentioned that I should receive an email shortly and that if an email didn't arrive by the next day, I should call their customer services back.
Next day, having still received no such email, I phoned their customer services. Having had to explain the situation a second time, the operator then checked the order only to find that the order was still stuck. The initial suggestion was to merely cancel the order and for me to place it again. So a week after I was meant to take delivery, in effect I was being told that I was back at step one. Furthermore, a side issue with cancelling the order was that I had used a gift voucher towards payment and that I no longer had the gift voucher in my possession. (Seeing as I had never received any communication from John Lewis to suggest the order was problematic, I disposed of the voucher a week after I had placed the order). Although I was told the voucher would be added back onto my account, I explained that when I placed the order I was only a member of John Lewis' email newsletter. It was only after I had actually placed the order that their system suggested I added a password against my email address to create an actual online account. Having added a password however, my order never correctly showed up against my profile. Thus I was sceptical that cancelling the order would reimbursed the voucher. As such all the operator felt she could do was escalated my issue to a manager and take my contact details.
Again the next day, having had no communication from John Lewis, I phoned their customer services. The operator then informed me that the order had already been cancelled by John Lewis and that I should place an identical order. With regards to my vouchers, I would receive them in the post but should allow 21 days for delivery. TV from second order finally arrived 16 days after I expected original delivery.
I accept that mishaps happen from time to time but what I find frustrating it that once an issue had been identified, why John Lewis didn't take the effort to ensure that the matter was properly rectified. Indeed, not once did John Lewis take the initiative to check the order either when it failed to be delivered on time, or after I called the first time. At every stage, I was having to contact them. I wrote a complaint to John Lewis whereby their only response was that their processing system didn't allow them to check for stuck orders and that they would look into this the next time they upgraded their system. No real apology, not even a £5 voucher having placed a £600+ order.
Brought a washing machine because it said on the site delivery in 3 working days. Thought great I'm off work for 3 days no problem. When they phoned for delivery date they can't deliver for 4 working days. Great refund please yes no problem it takes 3 working days to return to your account. Fantastic service john Lewis me and my family are very pleased not to have a washing machine for over a week.
We purchased a bed frame online in the john lewis clearance sale at an unbeatable price; the frame came in 2 colours and I noticed that one colour was reduced more than the other despite the same original cost. I phoned john lewis to query this as I didn't want to end up thinking id paid one price and being charged another and whilst the customer rep was unable to order the bed over the phone for me ( was showing out of stock), he assured me if I ordered for the lower price, that's what I'd pay. Anyway, I successfully ordered the bed in question and it was delivered on time and made up in half an hour with all packaging taken away. The only hitch was, it wasn't the version of the bed I was expecting (ottoman version) but the fixed bedstead version. Of course, the bed I thought I'd ordered was now out of stock and our only option was to get it discounted or get a refund. Since we needed the storage desperately we had to go for a refund and the bed was duly collected as arranged the following week and I was refunded the next day in full. I'm gutted that john lewis were unable to get us the bed we were looking for considering I'd phoned to check the price etc was correct before ordering to avoid this exact situation but the delivery/ collection etc was very smooth and hassle free.
Meanwhile we now have no bed having dismantled and skipped the old one..........