I have to agree with your recent posts regarding deteriorating service at JLP. Firsty their stock levels are extremely low and you are are asked to order on-line. No point as you will probably buy at Amazon which is cheaper. Secondly, in common others, I have had several items which have obviously been returned but somehow end up by being resold as new. Thirdly, when you return a faulty electrical item you are directed to the technical support desk where it is common to wait for an hour. Fourthly, the restaurants are outrageously expensive, serving weak coffee and, in my view, very average quality food, an even worse experience because you are surrounded by dirty uncleared tables. I just dont believe their stories of increased sales, most of the stores look relatively empty.
I have twice bought items from the lighting department in Southampton. The first time I bought a ceiling light in which the bulbs were relatively recessed so that when I needed to replace one, I found it impossible to get the bulb out. I emailed the Southampton branch with a query but although I received an acknowledgment and the assurance that someone would reply to my query, no-one ever did. The second time I bought a lamp, which didn't work when I got it home. I noticed that the box had previously been opened and taped shut, so clearly someone had had the lamp open previously, which may have caused the failure. When I rang the shop, they didn't have any more in stock, nor on-line, but they asked me to post it to them so that they could refund me, which I'm annoyed to have to do because of the cost. I think there is a real problem with this particular department at the Southampton store. The rest of the shop seems to be extremely well managed and helpful.
Order 34433568 - John Lewis really really need to consider getting a new delivery company that actually deliver. I paid nearly £7 for next day guaranteed delivery. I placed the order at 2pm Tuesday. Here I am 7pm Thursday and yet another day without the delivery which is now useless. I brought wrapping paper for a birthday which is tomorrow. They blammed City Link saying on the Wednesday the driver run out of time and would be gaurenteed Thursday for re-delivery. But yet again have called tonight to find the driver has again run out of time again! What a shocking company both John Lewis and City Link are. I will never use again and I advise you to stay well clear of them!
totally unreliable delivery services for large appliances -- failure to deliver twice over a two week period with only recourse to reschedule for a week later (again) with no compensation -- had to haggle to get full refund after first being told to ring back in two to three days following my order cancellation
Received the mattress on Feb 27th, all in time, but damaged, so I requested a replacement... That where the nightmare started!
First they said the replacement will arrive on March 4th and collection will be done at the same time. On March 4th I gave them a call asking to confirm the delivery and collection, the guy I spoke said it would definitely be on that day. Stayed at home the whole day, no one came. At about 5pm I got a call from NightFreight courier telling me that delivery will be on Thursday. Was surprised and asked if collection will be on Thursday as well, lady told me that she had no idea about collection, as delivery only had been booked. Called John Lewis exceptional customer service again, explaining the situation, they apologised for failure and confirmed that collection will be on Thursday as well. The new mattress arrived on Thursday 7th, but drivers rejected to collect the damaged one, as the collection has not been requested and they had no paperwork to do it. OK, I called John Lewis again explaining the situation. Lots of apologies, as usual. Re-scheduled collection on Tuesday March 12th, this time "for sure", but no definite time window, I was told I had to wait the whole day. Today is Tuesday March 12th, I just called John Lewis customer service to confirm the delivery will be today. No surprise this time I was told that the collection won't actually be done today die to their website issues. The lady I talked to said it will "definitely" be on Thursday 14th.
It seems that the quality of service drops significantly if you need to do something different than order and delivery. The reason of shopping in John Lewis was that I expected the good quality service, but they appeared the same as others if not worse. For example I have done online orders returns and replacement in IKEA and they never failed at any point. I really do not know how long I should live with the mattress in the living room. May be they just do not need it back as disposal is expensive for them, I do not know. Just keep in mind, that if you need something more than delivery from John Lewis, they might be unable to do that and waste a lot your time.
The card types are not correctly recognised and the 3D card secure system does not work on this website .Who ever helped John lewis to set up this new website should never be used again because they have scammed John Lewis into paying for a website which is substandard compared to rival company websites .
John Lewis will lose a lot of customers because of this error in judgement by the Partnership . Ofcourse it is not too late for the Partnershp to do something about this to rectify the problem as quickly as possible and provide a better website than this one .
The other problem which exists is that it takes absolutely ages to load up and process orders . This is un-acceptable ! JohnLewis will find that their partnership bonuses will suffer next year if this is not rectified .
So John Lewis , do not gloat over your successes with your flag ship JohnLewis dot com and Waitrose dot com raking in billions of pounds worth of turn over a year .
Ofcourse John Lews Partnership do not pay the third party employees any of the bonuses , even though the third party call centres involved have helped John Lewis become the third largest retailer in the UK (accordng to the daily telegraph) .
John Lewis is an excellent store and I do most of my shopping there, knowing I have always had good customer service. I bought a kitchen appliance online from them in January and gave it a very good review. Since then I have noticed that the price has fluctuated many times - up by £8 then down again, then up again, and today I noticed it was up by £37.00. So worth waiting for a good price.
"Shouted at and told to 'F'off by delivery driver John Lewis"
I purchased a £900 television to be delivered today the 28th february. I was working from home and received 2 missed calls from a random number and then the 3rd time (all the time my being on the phone) a message was left at 10.10am. At 10.28am I rang back to be greeted by a delivery driver who told myself his name was Mark by the following statement 'we can't find your house so it's tough, we can't deliver so you'll have to rebook'. Quite surprised I said 'pardon' and he repeated you've not rung us back we can't find you so tough you will have to rebook. I then said but I rang you back within 15 mins to which shouting he told me this call is over and hung up the phone. Obviously I rang back and asked for his name and eventually he told me it was 'Mark' I then asked for his surname and he told me to 'f'off I'm not giving you that and proceeded to put the phone down again.I tried to ring back and the call was rejected.
I then proceeded to ring up customer services and ask to speak with the duty depot manager who would be responsible for this individual and was told by customer services they won't speak with you, the product won't be delivered today. No apology, no asking to speak with myself concerned about how I'd been spoken to by one of his staff, nothing. It's an utter disgrace.
I am absolutely flabbergasted by how rudely I was spoken to, how poor the service was and I didn't realise it was my responsibility to guide the drivers in. We have had numerous deliveries to our home from lots of other companies, we live in a small market town with a geographical postcode, in a close and in my 40 years I have never ever been spoken to in such an abusive and rude manner.
- See more at: http://www.reviewcentre.com/Department-Stores-and-Hypermarkets/John-Lewis-review_1887487#sthash.UcLpWWD4.dpuf
Paul Davies found this review useful
Christmas and bought a Barbour jacket for the other half on the John Lewis website. Unfortunately the jacket didn't fit and after ringing them up and finding out that there were no others in stock agreed on a refund (£249.00). As we live quite a way from a John Lewis they offered to send someone to pick it up, 'Great'! So we arranged a date and .........no one came. Rang them up and they said 'don't worry they may turn up in a couple of days'. They didn't. We rang them again and another date was fixed. On the 4th of Jan City Link turned up at our house and collected the jacket. Unfortunately we had to go out and my elderly parents handed over the jacket. A few weeks later we checked to see if the money had been refunded. It hadn't. On phoning John Lewis they had no record of receiving the jacket. They admitted to contacting City Link to pick the jacket up on the date mentioned but told us that City Link denied all knowledge of the pick up! John Lewis have subsequently washed their hands of the responsibility for the jacket and say it has nothing to with them therefore we have to accept it as our loss. For a company that prides itself on customer service we couldn't believe the way we've been treated. We always rated John Lewis very highly and have shopped with them for years but this has shed a whole new light on them. The Police have been informed.
The digital recorder I bought seemed fine at first then lost its EPG. The phone support was very helpful and they allowed me to return the product even though I had had it for more than 28 days. I was really pleased - not least as I suspect that the fault is with the strength of my TV signal rather than with the product. They were really straight forward and basically said that if it was not working for me they would rather I returned it and went away happy - which I did!
I ordered a washing machine from JL as it was a Beko machine it came directly from them, JL originally said they would install it the same day but later called to say they would do it next week due to weather conditions, I was not happy as I purchased it through a price match from them.
I mentioned if they were to refund me the installation cost which they agreed straight away of £25 pounds, but when I called some one to install it he charged a bit more JL were happy to refund me £49 for installation a package removal no questions asked.
They knew I wasn't happy at the start but done everything to make sure I was left happy no questions asked.
The customer service is excellent compared to other competitors, I would shop with them again and recommend them highly.
Two things about John Lewis that have got up my nose just lately...
1) Saw a laptop online that had a special offer on it, went into store and although the offer didn't run out for three more days, they had none anywhere. Still on the website though.
2) Saw another laptop online and there is only a link to get them to email you when in stock. I rang them TWO WEEKS later and none in stock and NO IDEA when/if they will be getting any. I wanted a Lenovo laptop, there were 17 listed online and 7 are not in stock/likely to be in stock. The lady I rang seemed to think it was funny that she had no idea when/if they would be getting any in stock.
Well I don't think it is funny to advertise things that you have NEVER had in stock.
WAKE UP John Lewis!!!
Mandy Walker found this review useful
On attendance at Brent Cross branch, excellent company that others can learn from. Professional and polite knowledgeable staff, no quibble returns if needed, one of our favourite stores even if items have higher price.
We were over the moon when we got this Oak bed from John Lewis BUT within 1 year the centre of the frame collapsed and rather than contact John Lewis to get the bed replaced we thought we would get it fixed ourselves. Then after about 6 months (now out of the one year warranty that they claim to give you) the bed frame has collapsed.
We are a combined weight of approx. 120-125kg and so it is not weight or use of the bed that is at fault. We had contacted John Lewis to find out what could be done. Initially they told us that a furniture medic would come out and assess the damage and check how it can be fixed. After 24hrs we got an email from John Lewis Customer Services stating that they could not help us any further. We feel completely betrayed by a shop that apparently puts quality and customer service before anything else. £800 is a lot of money and we really thought that we were buying a bed that would last us 10 years at the very least. This has not been the case and we would not want the same to happen to others.
Before you buy – check that the frame is actually tongue and grooved or at least screwed together. We checked to see if there was another bed we could have exchanged BUT it seems all John Lewis bed frames are glued and this is why we have had this issue. We are highly unlikely to buy such an important item of furniture from John Lewis again.
The delivery men were helpful and considerate. The online service was easy and simple to use all i had to do was wait for the delivery as they have promised and not been disappointed, well done keep it up john lewis.
I've had recent experience John Lewis customer service and to be honest they eventually surpassed my expectations. My mum and dad had purchased a tumble dryer on line which had broken down after 11 months. It was situated in a garage and unfortunately mice had got in and damaged the inside. There had
been no evidence of rodent damage in the garage previous to that. Anyway briefly, my sister phoned to see if anything could be done on the Monday. I felt she had been fobbed of with a cursory "items kept in a garage are not covered by the guarantee and in any case rodent damage is not accidental damage that is covered by the guarantee". So far not so good. However when I phoned on Tuesday, they did conceed after about 30 minutes that the garage was ok (full insulated, double glazed etc) but were still stating that the rodent damage wasn't covered. After explaining the household situation, Dad terminally ill with leukaemia, mum unable to dry washing on radiators because it affected his breathing, being midwinter and the rain not stopping (or so it felt in December) unable to dry washing outside it was an untenable situation. Although legally we probably didn't have a leg to stand on with regard to a solution, John Lewis left a message to phone them. By the Thursday they had offered due to the circumstances as a gesture of goodwill a new tumble dryer free of charge. They couldn't replace the exact model (out of stock) but offered 2 alternatives that were similar in terms of price and ability. That was £500 of goodwill which meant so much to my dad and mum. I will definetely be shopping at John Lewis again. And so will my mum.
I've had a bad experience with John Lewis' delivery service recently, with rude and unpleasant delivery men. They objected to carrying some items up the stairs, and were quite unpleasant about it - looking back now I find this odd as their job is to deliver furniture and other items, which you would reasonably expect would need to be carried up stairs to flats in the normal course of their duties. I phoned to complain afterwards and the person in the call centre said they'd pass my comments on to the customer service department, but there didn't seem to be anything they could do beyond that.
The delivery driver phoned 40 minutes before arriving and asked if I had a lift and which floor I was on, I said there's no lift and it's the 3rd floor. When he arrived he kept saying to me "why did you say it's the 3rd floor when it's the 4th?". Well it is a 3rd floor flat, so it is the 3rd floor, I didn't know what else to say. If stairs are a problem John Lewis should ask what floor it is when you place the order, and if they wished to charge extra because there are some stairs they could do so, but as they don't ask for this information I didn't think it would be a problem.
The men were visibly angry and expressed this in quite a confrontational way, I could hear them swearing as they carried the items up the stairs. I understand it is hard work but this doesn't give a good impression to the neighbours, some of whom have young children in the block. Their anger seemed to be aimed mainly at John Lewis for not telling them about the stairs, rather than at me personally, but nonetheless it was making me very uncomfortable.
I can't recommend John Lewis delivery service again after this, it's very disappointing as I thought it was worth paying a bit extra for good service but clearly John Lewis' good customer service record doesn't extend to their delivery operations.
On the plus side, they did deliver the correct products and always picked up the phone quite promptly when I called their call centre. They were very slow to reply to emails though, but once I picked up the phone instead there was not a problem there.
I can only imagine that John Lewis are unable or unwilling to train their delivery drivers with the same levels of customer service that you get from their staff in store, I would advise anyone who orders online to keep this in mind.
We paid a little more for a Samsung larder fridge and a larder freezer in order to get the John Lewis service. What an awful mistake that was.
Money was debited from my ac almost 3 weeks prior delivery. We were promised that the delivery men (from Expert Logistics) would unpack and site the two items and remove all packaging.
On arrival (Saturday delivery), the men just dumped two huge boxes in our kitchen and asked us to sign. When we queried about the unpacking and siting they looked very confused and quickly blurted out "We weren't told to" and then "we don't have a spirit level". We decided to not press the issue as from their manner it was clear that no due care would be taken.
When we started unpacking the freezer, the display panel in the door was just hanging out by wires. It seemed to need to clip into something but when we put it into the recess it promptly fell out again.
We contacted JL about the issue, and the lack of promised service. They quickly disowned the delivery company saying it was down to Samsung what company delivered. They said they would ring us back ASAP regarding the faulty freezer.
Two hours later, no call from JL so we decide to chase the matter, only to be told that Samsung are closed on weekends so nothing could be done until Monday (why the previous CS person couldn't tell us that, we do not know).
Monday morning we are contacted by Samsung who firstly, disowned the deliver company telling us it's JL that sends someone to pick up delivery items, and then say they will have to send out an engineer to assess the problem and one would contact us that day. We finally receive a phone call from yet another company (counting 4 so far for an item we thought we were buying from JL) at about 20:00 later that evening.
The engineer couldn't possibly come out until Thursday and couldn't possibly bring a new door with him, insisting that the panel should just fit tightly into the recess. He would have to come and see for himself, and then, if needed, put in an order for the relevant part which would take at least 5 working days to arrive.
All this time we are left with 4 obelisks in our kitchen (the new fridge, the new freezer and the two old ones these were supposed to replace). We decided to just get the items picked up, refunded and order something else from somewhere else as the time frames these companies were expecting us to adhere to showed no care as to the very fact this issue should have been picked up when the deliver guys unpacked. JL's customer service then proceeded to treat us like we were being the unreasonable party in this whole farce.
We were eventually told that someone would contact us regarding picking up the two items but that they cannot refund until they have been received back to them (I presume they mean Samsung) and inspected, we were told this would be apprx 5 working days after pick up). They couldn't seem to understand why we had issue with this process given that they had now had our money for 3 weeks and were expecting to hold onto it for at least another week, in the mean time we have to finance a new order from a different company.
On the Tuesday (15th Jan) we received a phone call from JL to arrange a pick up of the items, and we were given the 23rd January as the date and that someone (from a new, 5th company) would call to give us a time slot the day before. Given that it would mean we would be waiting a further 2 weeks for our money to be refunded due to errors that had nothing to do with our side of the purchase. The CS guy agreed it was unreasonable on their side and would push through the refund early.
On the 18th Jan I see our bank ac has been credited by JL, but only for the freezer! We contacted JL, again, to find out why. We were told that the CS adviser that put through the refund should never had done this and the fridge refund would have to wait for the item to be picked up and checked. They also promised that the CS adviser that we had spoken and arranged the early refund with would contact us. We never received that phone call.
Now, as the evening of the day before the pick up has come, we have (probably unsurprisingly) not received a phone call to give us a pick up time slot. Back to JL CS dept we go.
To our amazement, we have been told that there is no record, according to the new CS adviser, that they were supposed to be picking up the fridge as well. So a new pick up slot for that would have to be arranged at yet another later date with no real remorse or compassion for the situation that their company, and their affiliated companies, have submerged us in.
Their website moderators also rejected the negative review I gave on the item page, not very honest behaviour.
TLDR - Absolutely atrocious treatment from the so-called Kings-of-Customer-Service.
I had a great experience with John Lewis customer service, despite the fact that I had a horrible experience with one of the shippers to Canada.
I like to thank you to John Lewis customer service team; especially who contacted me through email multiple times to offer further assistant, and a lady who answered my frustrated and somewhat rude phone call with a very calm and professional manner.
Overall, it was a great experience to have a business with John Lewis.
I collected a quite expensive glass picture for a present for Xmas from the Balham branch of Waitrose. I waited 20 minutes in complete chaos. On Xmas Day my brother opened the present and immediately cut himself as the picture was cracked all over. it had not been bubbled wrapped or even had the corners of the pic protected. I returned it post Xmas to Balham - they called John Lewis - who said i would get an immediate refund to my credit card. A week later with no refund in my bank, I called customer service, who informed me that they had not refunded, there had been no instruction to do so, despite the item being returned. With payday a week away I have had to arrange an overdraft. Very annoying and very sloppy.
Have used the Click and Collect service a number of times, and have never experienced any issues at all. Found they are offering some better prices on line too, sign of the times I guess. Shops are always lovely but far too tempting !
John Lewis offer a "click and collect" service when buying online - you name a John Lewis or Waitrose store near to you and they promise you'll be able to pick it up the following afternoon. I ordered an electronics item day, called the local Waitrose store the following afternoon, was told it was waiting for collection, drove in to the store only to discover my order wasn't actually there at all. Called the following afternoon - still not delivered to the store. I'm still waiting - and wishing that I'd just ordered the item from someone offering a reliable delivery service to my door. Riche
Possibly the most unreliable company I have used. Utterly useless. Customer service appalling. No delivery of washing machine. Waited in from 2pm until 22.00. They called at 3.30 to advise I was last on the delivery list and that I could expect a delivery at 21.00. Nothing, no word! Customer service, apparently, have no way of contacting them!!!! Yeah right-poor logistics, NO service
The website promised delivery before Christmas and after the usual 'Not Delivered - Postcode error' that seems to happen all too frequently with Hermes, it finally arrived this evening. The Hermes courier didn't even wait for the door to be answered and left the parcel in full view, not knowing if anyone was in or not.
Very, very disappointed with John Lewis.
I have used John Lewis in the past as I have found their customer service fantastic and didn't mind paying that little extra. However it appears that customer service has slipped somewhat. I placed an order for a TV and paid extra for a specific day between 5pm and 9pm....the TV never showed up. I rang their customer services to find out what had happened, the lady on the phone had no clue as it was showing as dispatched (this was after waiting for someone to pick up the phone for 15 minutes), I was then put on hold for some time to be told that the next available slot would be in a week's time as a good will gesture they would put me in on that day. I was appalled that they didn't seem to care that TV had not turned up and I fear they would have not bothered contacting me to tell me what had happened if I hadn't have contacted them. Needless to say I have now cancelled the order and found the TV over £100 cheaper that can be delivered in 2 days with another company.
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!
On a number of occasions now we have ordered from John Lewis' website and been let down by failed deliveries or receiving the wrong goods.
For example, we recently ordered 3 items. Only one turned up on the day it was supposed to. The one item that turned up on time was incomplete. We rang "customer service" who told us they would refund the money as they had no stock left now and we would have to get the wrong item back to them via the Post Office.
So, we stayed in all day for the delivery, we lost the opportunity to get what we wanted and we have to go through the hassle of packing the wrong item up and returning it via the post office. Somehow John Lewis think I should be grateful to have my money returned. Meanwhile, we are waiting for the other items.
If John Lewis think this is good customer service, they are somewhat mistaken.
I ordered a tablet PC for next day delivery to a Waitrose store, didn't turn up...
Phoned them... Next day Sir... Not there the next day.
Phone them up, where's the tablet PC... We don't know...
After 3 phone calls... It will be with you in 3 days time Sir... It's still with the courir City Link.
So much for their next day delivery by 2pm.
Needless to say no one at John Lewis seemed the mildest bit concerned.
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.
To reply as a company, please log in to your business account.