Placed an order for a £250 jacket. Half an hour later, realised I'd made an error. Logged-in to 'my account' on the John Lewis website, it told me I have no order history(!), so I called the John Lewis customer support centre.
Spoke to a lady who took my details including order number. She checked and informed me that she had cancelled the order for me. I asked whether I'd receive an email to confirm, was told that they don't do that. A couple of hours later, I received an email to confirm that the order had been cancelled(?!), so all was well, right?
No, lo and behold, next day I got an email to tell me that the order wasn't cancelled in time (30 mins of placing an order, they must be really on the ball, right?!) and my order had been shipped. So the thieving scam-artists at John Lewis have taken payment, despite cancellation.
I've been told now that I can refuse delivery and would be refunded... it's being delivered to my work address, how can I refuse delivery when any one of a number of people might sign?
Reading through their Facebook page, would seem I am going to have to battle them for a refund now, they're apparently well rehearsed in this little scam.
Abysmal service from a supposed premium brand. John Lewis have lost the plot, I recommend that anyone considering using them AVOIDS like the plague.
I needed a custom sized blind, just a plain vanilla, vertical blind for my house. Went into the Exeter shop on Feb 1. Waited for 20 minutes until one of three clerks was available. All I wanted was to arrange a person to come and measure and take my order. They couldn't send anyone outside of working hours until Feb 22. Oh, and required non-refundable deposit was £50, so no backing out! They offered to send along fabric samples in the post in the meantime - these never have arrived.
The man who measured on Feb 22 was pleasant, but made it plain it was inconvenient for him to bring the fabric book into the house. He said they 'should have sent the samples, and it wasn't his fault they didn't'. He stood over me while I matched colours, and yes, I felt very rushed making a choice I will have to live with for years. I would have cancelled the whole order if not for the £50 deposit.
He instructed me to sign back the order he sent by email after his visit. I did this and posted it off to Bristol in the envelope he provided. Then heard nothing. No calls whatever. I called the Exeter shop on March 5 and they couldn't locate the order. I got steamed and insisted they investigate. They left me on hold for ages then told me to call in on March 10 to provide payment details.
Now on March 10, I call in to give them payment details (as instructed) and I'm told they once again cannot locate my order because it is 'held' in Bristol. WTF? They are now once again 'investigating'. In the meantime, I have no blinds, I still have to go in and pick up at the shop if they ever do materialise, and have to fit them myself because fitting would be an extra £60 on top of the over-the-odds cost.
If these blinds don't fit...small claims court here I come. John Lewis' 7-day promise is already at 41 days. PS> Pseudonym used here.
Very disappointed with after-sales experience with John Lewis (Welwyn Garden City branch). My partner and I bought a Nolte-Mobel wardrobe in 2008 and love it but if you move house it requires dismantling and reassembly (we are moving house in about 2-3 weeks). John Lewis do not have a service that will support this and Nolte-Mobel will not supply anyone to assist.
Maybe I am missing the point but why you would sell furniture that is complicated to take apart and put back together and not supply any kind of support to your customers? According to the person at JL, having people taking these wardrobe with them is quite rare, I find that sort of hard to believe, must happen more than they think. If someone doesn’t like my taste then why would they want my specially specced wardrobe and then have to pay someone to take it apart.
Generally my experiences with J.L. are positive and I spend a lot of money with them, but in this instance I feel very let down. I have a wardrobe I paid £1200 for 6 years ago that is causing me no end of trouble.
Wanted a vacuum cleaner, saw it cheaper on a (to be honest - dodgy looking website). Rang JL and they price matched and delivered in 2 days. Cracking service from a company that looks after its staff and customers and pays UK taxes.
Decent stores and products but I won't order from them again, because their delivery service is so flaky. Their delivery slots (7am-2pm, 2pm-8pm) make it impossible to deliver to a work address, as they will often deliver before work opens or after it closes. Worse still, the drivers often run late, so even if you wait in work until 8pm they won't arrive (on one occasion I got a card through the door at 10pm!). And worse than that, when you call them to reschedule, it can take another week(!) to redeliver, so you can end up waiting 2 weeks for a product which they had in stock! They must be losing customers at a phenomenal rate.
Our washing machine broke, so we thought, we would get one from John Lewis, we have had an account for over 10 years, we don't owe anything either.
I selected a Samsung washing machine for £564 with a 5 year guarantee, when it came to add to my account, the online service asked for my John Lewis card. I haven't used the card for over a year, so put in in a safe place - needless to say it was too safe, as we couldn't find it. So I phoned John Lewis card services and informed them about the lost card and we needed to replace the washing machine.
They told me it would take 7 days to get a new card, I asked them if I could have a temporary number or some other arrangement in the meantime, so I could place the order on my account. The answer was no, I have to wait for the new card. Now the delivery from John Lewis takes 1 week anyway - so here I am with a broken washing machine and the best John Lewis can do is tell me to wait 7 days for a new card and another week for delivery - HOW PATHETIC is that? I went online and found Boots, guess what they took my order and are delivering the machine on Sunday, thats what I call service. We have closed our account with John Lewis as we think they are clearly incapable of showing any itnitiative and couldn't care less about our problem. Don't buy from them they are absolutely useless.
I bought my Laptop in January 2013. Lenovo Yoga £995. January the 28th 2014 the Laptop hinge at the back snapped and broke part of the back of my Laptop. Shockingly the John Lewis Nottingham customer service told me this was my fault even tough it broke without my influence. I sent in the Laptop on that date and waited for someone to contact me regarding when the repair would be finished. As no one contacted me I called up and had to chase John Lewis about it. I was told to transfer £110 for it to get repaired. On February the 11th the money went out of my account and I was told my Laptop would be ready in less than two weeks. I since have not been contacted and today the 8th of March, I again had to call up about my repair and was told no one has touched the Laptop so far as they have not received the money.I have been waiting for my Laptop for six weeks and it probably will be another two weeks! I have in my life purchased many things from John Lewis, the Laptop being one of the less expensive items. I am more than dissapointed on how I was treated and how my favourite store seems to be organised and not caring as soon as you purchase things. Me paying for a repair that was caused by a faulty Laptop was the top of my anger. I will start buying at other shops from now on and make sure to tell people in my close circle what a shocking experience I had. Furthermore will I be posting this about my experience in all Forums and John Lewis related experiences.
I used to be an ardent follower of John Lewis but recently something has changed. It is quite noticeable that staff are not as happy and cheerful as they used to be and neither are the customers. "In the old days" John Lewis bent backwards to understand and help the customer,not any more.I understand that profit is their main concern,after all they are a business like any other but the greed was never as naked as it is now. Mine is a very minor incident,bought some floor tiles and paid JL to lay it which is an expensive business.Nobody,not the store,the manufacturers or the JL's fitters, warned me that the floor should not be above a certain temperature, although they all knew it. Net result was that some tiles discoloured. John Lewis of old would have admitted that their withholding this information caused the problem and would have tried to come to some arrangement with the customer.Not any longer.Washing their hands of any responsibility, they decide what if any "compensation" they are prepared to offer and that's it is.
Unfortunately I have a car insurance through them and dread to imagine how would they behave should I have a claim.
My wife and I recently wanted to take out buldings insurance for a property in Worcestershire and having visited John Lewis stores we thought I could trust using their services (plus my wife has a John Lewis card). I took out an annual insurance policy for over £800 per year with them and then checked and found I stupidly could have saved over HALF of that amount insuring with another provider. Then, on top of that, as if to add insult to injury, my wife called them to see if we could take out contents insurance as well. Firstly (despite 25 years of no claims) they wouldn't provide insrance then they rang my wife to say was she 'happy with our quote'. WHAT a complete SHOWER. Please remember that John lewis DOES NOT provide insurance ITSELF - it uses a company called Agaes to underwrite its insuramce policies. Go with NFU or another provider is my advice.
I have ordered three times something through johnlewis and all the time there were no issues; two deliveries and one collection. I even contacted the JL customer services regarding some info on a cashback promotion on one of the items. I got answered straight away; no holding the line.
I placed an order for some bed linen on Sunday evening, cancelled the order Monday morning. I was told that part of the order had been dispatched, however if I either decline the delivery or I am not at home at the time of delivery, the package will be returned to the depot and a refund issued. The courier decided not to return the package to the depot but instead to leave it with a neighbour. I left NO instruction for the item to be left/delivered anywhere other than my home address. Then upon contacting Johnlewis.com, who openly admit that the items had not been delivered and left elsewhere, refuse to refund monies paid for said items until the goods are recovered and returned. SO here's the rub .. According to Johnlewis.com, if an item is not delivered to your home address, but instead 'abandoned' elsewhere, you are expected to recover said goods and arrange return, BEFORE any monies are refunded, even though they openly admit, via verified tracking, that you have not signed and are not in possession of said goods. Needless to say, I shall not be ordering from Johnlewis.com again.
I bought a dress off this website and I live outside of the UK so they charged me 25 pounds for shipping. To start off, that is almost $40 for shipping but I decided that it was worth it. I was waiting for my shipping to come when I received an email saying that I now had to pay an EXTRA $56.30 for duty fees before I could receive my product. I have shopped on many international retailing websites before and this has NEVER happened. Essentially I am paying $100 for shipping! That is almost as expensive as the dress itself! I recently just received yet another email saying that duty was $28.15 so I am currently pretty flustered since I paid double the amount. I can't tell if they are dumb or if they are trying to rip me off. Honestly, if you can buy your item somewhere else, do so. It will save you time, money, and frustration. Absurd policies.
Spent £1,000 on a laptop that UKMail failed to deliver, only having attempted delivery once and without notification so no-one could be at home. JohnLewis.com then made no real attempt to resolve the matter, passing it around for a week and looking for others to blame when my contract was with them.
In the end I cancelled the order by which time the same product was considerably cheaper at Amazon with certainty of delivery.
These guys charge over the odds for products but cannot deliver them or tell you when they might be delivered. Shocking. Do not purchase furniture from John Lewis. Cancelled my order tonight after 5 days of broken promises and 2 days waiting in the house for deliveries that did not arrive.
Bought a fridge. When it was delivered they broke my cooker. Staff at customer services said they would fix it. Then decided that they couldn't as it was a simens product. Still waiting for a resolution. Staff have no clue about policy. Give false info. Not supportive in the slightest. No point in paying for a service that is prob the worst I've experienced.
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!