We had one of the best advisors on the floor, aged and experience gentleman, perfect attitude and expertise.
Then the gentleman on the pricematch, super fast and friendly.
all what you expect from john lewis.
Unfortunately, the delivery gentleman was not as helpful at all.
Giving my wife in the morning attitude and also didnt want to deliver to the front door as the pathway wasnt clear enough.
I am disappointed that the first impression is so perfect and the buying experience so great, but let down by the delivery department.
I called up the customer service line and waited 11 minutes on the phone from my mobile only to be told that i have to go to the shop to complain.
then after prompting she asked me where i bought it and gave me the phonenumber.
not a good experience waiting for 11 minutes.
I have cancelled my order and asked for a refund. at the end surely could something more helpful be done.
I think the pricematching is a fantastic idea, but then I might just order online and do not expect anything than being let down at the last point.
I should start by saying that I generally love John Lewis. I appreciate their delightful in store customer service, their lovely stores, and think their online shopping experience is one of the best... UNTIL...you order something online, and request delivery as opposed to collection. It used to be fine, but they seem to have changed their infrastructure and now it's really awful. A month ago, I ordered some goods using their free 'delivery within 5 days' service, only to find that once ordered, there was no way of tracking delivery - and that it could turn up without warning at any point in the 5 days. I came home from work one day, to find a note through the door saying the courier company (My Hermes) had tried to deliver, but as we were not in, had left the package..in THE BIN. I actually couldn't believe my eyes. It really was in the front garden in the dustbin. Luckily, rubbish collection had already taken place the previous day, but it could have been a total disaster.
Last week, I thought this had to be a dodgy one off experience, and tried ordering onlne again, this time paying £10 for a named day, pre 10.30 am delivery slot. The courier company on this occasion is CityLink. They have not turned up (it's now 4pm and my day is in ruins), there's no tracking information online - it just says it's been loaded onthe van and should be delivered before 10.30am, and CityLink's call centre isn't taking any calls. The recorded message says that this is due to 'high call volume'. With crappy service like this, I"m not surprised they are experiencing high call volume.
Sadly, though I will continue to shop with John Lewis in store, I will no longer use their on-line delivery service unless there is absolutely no other option.
Given the terrible reviews of CityLInk on this forum, and lots of others, I am really shocked that John Lewis are contracting with them for delivery of goods, and my opinion of them, and their brand has been badly affected.
I tried to buy a TV before Christmas, they cancelled my order 3 times but took money of my account. I've been waiting 5 days to have my money back. Now is too late to have a delivery before Christmas. Very disappointed my first and definitely last purchase on this website!
Fab service! I ordered a divan base from John Lewis and chose a delivery slot. On delivery day I was called and asked if it was convenient for them to come within 5 minutes. A two man team came, both took off their shoes and carried the divan base upstairs for me, assembled it and took away the packaging.
Well built divan base and fantastic, polite delivery men. Worth every penny.
I ordered some shoes, for a Christmas party, and was e-mailed on 5/12/12 to say they had been dispatched. When I still had not received them on 13/12/12 I contacted customer services & was told the courier would ring me the next day. When they failed to do this I rang again & after a long time on hold I was informed that they were very busy & someone would ring me on Monday. I said that this was not really good enough & the representative was jaw droppingly rude with a very sarcastic "Ooo sorry!"
I emailed customer service &was told they could not refund the money for the goods I had not received until the order was halted with the courier. They said the courier would ring on Monday. It is now Tuesday evening & I have not been contacted. No shoes, no refund, no-one bothering to help. Be warned, this company is not all the schmaltzy snowman ad promises!
I purchased the Samsung HMX-F80BP for £145 and chose John Lewis over PC World,Marks & Spencers and other top brands for what I thought would be great customer service. Oh stores offered the camcorder for £147-50 but with a memory card included as part of the deal. I was confused by the type of memory needed as it said 'Internal memory- NO, Flash Memory- NO. It states it takes: SD/SDHC/SDXC, but no description if this is included, and the optional extras to add are a bag and a tripod.
I was confused so I phoned John Lewis and spoke with a man called Sean, and asked if the camera is ready to use out of the box, or do I need to purchase a SD/SDHC or SDXC card. Sean the customer service man replied saying "There is no option to add a memory card, so it comes ready to use"
So beleving that Sean the John Lewis customer service man was correct, I went ahead and purchased the camcorder. It arrived on time and when I opened and plugged it in to charge, a message came up...."Insert Card"
So I now have a camcorder which is unusable. I rang up customer service (Same number as yesterday) and spoke with a lady called Mary. She was very helpful and said "We are terribly sorry about that, what card was it you wanted" I just chose an 8GB sandisk memory card and she said we will give you 75% off the price. This made the card £2.99 which I was more than happy to pay. The lady gave me a call reference, to quote when I call back to get the discount.
I went online and choose my card and pressed redial on the phone which took me through to the rudest, non helpful customer service member. He argued that I had not phoned them and why would you have a call reference. I explained what had happened and he went on to tell me that I had called a store instead of head office. The number I called from the website:
Tel: 08456 049 049
He told me that I would not be able to get a discount or any form of reduction and he would rather give me a refund and I go and purchase the camera with a card from PC World.
I thought a company like John Lewis would want to keep their customers happy and offer to help the problem caused by their customer service teams. I will never be using John Lewis again.
I placed my order on John Lewis website and a few days later I received a call from their customer services asking me to confirm my card details to arrange a delivery. As I did not have the card with me, I rang back later that day and confirmed my card details. The customer service rep then tried to put the charge through again, without even telling me why he was taking my card details or asking my permission. The card was subsequently declined, and at that point I thought that there was a problem with my card. I rang my card provider, who advised me that the original authorisation was in fact approved and that John Lewis tried to bill my card twice for the same amount. I called back John Lewis only to find out that the original order had been cancelled, again without any warning or my agreement, and that they tried to place a new order. As the second order reached my credit limit, naturally it wasn't approved. I tried to explain the situation to the second representative I was speaking to, who was abrupt and simply tried to get me off the phone as quickly as possible. In the end, I agreed to wait for the refund of the original order, and call to make another payment once the credit shows on my account. When I asked if I should do it online or over the phone, I was told : 'do whatever you like'! Not to mention that throughout all of the conversations I had with their customer services I didn't get even one word of apology. A few days later I called John Lewis again, and another rep promised that I needn't call back and that John Lewis will try to re-bill my card in a week, which they did. In the end, I ended up with two debits and one credit for the same amount.
Today I received a call from John Lewis about my delivery, which was sent to a completely different city, which was their error! Once again, the rep asked me to confirm my card details, which I didn't have. He advised me that he requires the details to arrange a re-delivery. I then checked my email and found a message from John Lewis advising me that they could not obtain authorisation from my card! When I called the customer services back, I found out that my order was cancelled and a new one was placed without my approval (AGAIN). Unfortunately, the line manager I spoke with could not explain why the order was canceled and suggested I call back tomorrow to speak with the back office team to seek for my answers. At this point, I am feeling defeated and utterly disappointed with the appalling customer service and treatment that I have experienced.
To sum up my experience with John Lewis:
3 orders, 2 of which unauthorised and 3 cancellations without prior warning
Incompetent staff and sketchy customer services
I see there are quite a few comments regarding JL unilaterally cancelling online orders which is due to 'security checks' within their systems, which occur after the customer order has been accepted and collection date confirmed. (Even in my case where the oder was placed in store with the JL sales team)
Their customer complaints department don't seem to understand that sending an email to cancel a commitment is unacceptable. Telephone??
All online orders fdrom JL should have the statement: "JL reserve the right to cancel your order unilaterally and only by email at whatever time and whenever we feel like it. Our staff have no tarining on this issue and are not aware of this policy - but don't worry, if you complain we're quite happy to say sorry, take your order again and re-arrange another delievery date. Customer places an order for next day collection entirely at their own risk, and if your order is over about £250 and its your first online order it probably wont happen"
I tried to order an ipad 4 which John Lewis was price matching against Apple. However, the following the day (after Black Friday deals had ended), JL sent an email triumphantly saying 'We've cancelled your order' with no reason as to why!
Cancelled orders appeared to happen quite a lot in the past with other reviewers, but I wish JL would explain themselves better, and state problems during the order process; not 24 hrs later when offers have expired.
I ordered 4 chairs (different colour) and arranged deliver. Delivery was cancelled (but I wasn't told) because one was out of stock. I suggested delivering other 3 on another date after phoning them following non delivery. Two chairs arrived. We never knew what happened to the third, John Lewis can't tell us...the out of stock chair I had re-ordered & arranged delivery. Again day was changed, I was not told as it was still out of stock. Gave up and cancelled whole lot. After several phone calls (they were meant to phone me) they have now agreed to collect remaining 2 chairs that were delivered. Chaotic & inexplicable.
Tried to purchase rather expensive made to measure curtains. The entire process was an absolute nightmare! From failing to visit us as agreed twice to getting the measurements wrong, and being told after three weeks from purchase that the curtain was actually out of stock, the calamity and incompetence was astounding. Had in the past always purchased from John Lewis, never again, had to ditch the order and purchase from Debenhams which was a pleasant and pain free experience.
When buying from johnlewis.com please be aware that they have absolutely no order tracking system in place. The couriers they use are un-contactable, so you have no way of finding out anything. I quote from their website (it may take you a while to find but it is there)
"If your confirmation email does not contain tracking information, then unfortunately we are not able to fully track your order"
I bought an ipad from them (or I thought I had) on the 21/09/12 according to their website delivery was supposed to be on the 26/09/12 - it did not turn up. Two telephone calls & two emails later and still there is no answer as to where my order is.
If you want to buy from John Lewis go into their local shop as you have absolutely no guarantee when your items will arrive. Customer Support never return calls and are just full of false promises. I have therefore written a letter to the MD to see if that makes any difference.
In store and online great retailer, yes occasionally over the years things go wrong... but they have always maintained the JLP experience. ( Last problem this year sorted perfectly by customer service ) As a retailer myself I have the inside view many consumers should look to themselves, the actions and attitude of some causes problems, fortunately though most are a pleasure to do business with.
I recently purchased a Panasonic SC-HC55DB. When I got it home the dab radio would not pick up 5 live station ( the whole reason I purchased iit ) I called back in the shop the next weekend and they really apologetic . They swapped the radio over and called me a few days later to make sure every thing was working. Worth shopping with a good company .
If you think that John Lewis offers better service than other stores you would be wrong.
I waited 7 days for free delivery of a £435 washing machine. When it arrived it was damaged so I had to wait 7 more days for a replacement for something that was John Lewis' fault. Customer services didn't seem to have much faith in the delivery system and explained that it was a long process; which I would have believed if John Lewis hadn't been advertising 'Express 2 working day delivery available'.
The John Lewis installation guy (for which I paid £25) told me I had to cut a plug sized hole in the side of my kitchen unit to fit the plug and wire through when there was a perfectly good wire sized hole already there. Customer services told me if I was unhappy with the installation I could cancel it - fantastically unhelpful!
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.
I had an issue with some products I ordered which hadn't arrived. John Lewis responded immediately to my email, telling me there had been delivery issues (these were never clarified). My delivery charge was refunded that day and I was asked that if I re-ordered to please choose named delivery (more expensive) and then contact customer services who would refund the delivery charge for this new order too. I followed instructions and my goods arrived, my delivery charge was refunded and my faith is restored in this company. They never let you down - getting things right is great but it is how companies deal with things that go wrong that makes them truly stand out. Well done John Lewis and thank you for treating me as a customer.
John Lewis has always been a shop that I like to use. Nothing is to much trouble and polite.
The call centre however needs to catch up. I'm tired and I want to go home and don't really care about what you want. Come on call centre dont let this great shop down.
John Lewis are a great company to deal with. I always try and buy my electricals from them as their warranties are excellent and their customer service is second to none. They even upgraded a TV as they had sent the wrong (better) one.
Good on-line delivery service (or click and collect if you have a local JL or participating Waitrose) own-label stuff good value.
I've never had a problem replacing damaged or unsuitable goods ordered over the Internet.
Read the small print on their "Never knowingly undersold" claim. I've often been able to find things more cheaply on line (they won't meet or beat these prices). For TVs they boast a "Free 5-Year Guarantee" but I've been able to buy the same TV a couple of times for less, with the opportunity to upgrade the guarantee for a cost that made the total cost less than the JL price. In any case, English consumer law gives you the right to expect a reasonable trouble-free life from durable goods. For an expensive electronic device, such as a TV this would be expected to be more than 12 or 24 months. Sadly, in my experience, JL will squeal and dissemble if you claim this
After over 3 years in the UK John Lewis is easily my favorite department store. They truly have EVERYTHING! Not only do they have a great selection, but their people really go above and beyond. Their website is easy to use and even though they sometimes are priced a bit higher than others, I am willing to pay the extra to get the service and guarantees that they provide. I used to think American stores got it right, watch out USA! John Lewis is coming!
After years of great experiences with John Lewis and Johnlewis.com, I note that they have moved their johnlewis.com customer services. As long as you do not need to contact the latter all is normally fine. Good quality and fair prices. However, their customer services staff are poorly trained, incompetent, totally unaware of data protection laws and outright rude. AVOID AT ALL COSTS. You pay more because you expect good after care service not to be insulted and spend hours on the phone trying to give them your money.
John Lewis/Waitrose are the standard by which all other companies should measure themselves. To say standard does not imply mediocrity it means the very best a company can do for customers. Over the years I've lived near a John Lewis or Waitrose store I've always made that my first choice when looking for something. Now I live miles away from both but thankfully the online experience is just as good as going into a store. Staff are brilliant and when I've made a mistake about buying something, it's been sorted without any fuss whatsoever. Very glad to have them available to me still.
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