I bought a PS4 from John lewis on-line, I am so impressed with how quick the delivery was, (I chose click and collect) Arrived no problem wouldn't get a quicker easier service, great communication. Reading the views on here I really think people are so snobby, boo hoo, i didn't get my item for an extra 2 days! SO WHAT HAVE A BIT OF PATIENCE AND WAIT. And allot about refunds? why buy something and expect to get refunded the next day? Pathetic.
Having had a John Lewis shop account for many years without problems I simply cannot believe the problems I have just had trying to get Johnlewis.com to give me a refund after returning items. I paid for them through a mixture of PayPal and gift vouchers but only had the PayPal part refunded. A few days later, when I emailed to ask why I hadn't been sent replacement vouchers they insisted that they had repaid the entire amount to PayPal which was a lie and I sent them the PayPal refund statement to prove it. They then kept passing the buck on to the "relevant department" for several more days before ringing me to tell me they had run out of vouchers and I would have to wait for at least a further four weeks. When I said that was unacceptable I was told someone would call me back but no-one did. Every time I emailed, someone different replied and I have only today (11 days after my PapPal refund) been rung and arranged for them to credit my debit account. £60 may not be much to John Lewis but it is a lot to me. I will never buy anything from them online again. This is a pity because in the shop the partners are really helpful.
Ordered a sofa online and it is possibly the first time ever I haven't had to spend all day waiting for a delivery. Got plenty of accurate updates - might be a fluke looking at other reviews on TrustPilot?
Delivery people carried in sofa, unwrapped and examined it. They found a very small chip out of the insight back-leg that we didn't spot. They asked us to call customer service and advised us that we could use the sofa until a new could be delivered.
Spoke to customer service who instantly started planning for replacement to be delivered. I told them that the chip wasn't actually visible and had it been discounted then I would have happily bought in the shop. Customer service asked what kind of discount would make me happy and we agreed on what I thought was a great bargain!
Completely incompetent , two orders and two failed deliveries in a space of 3 weeks, even paying for the premium 4 hour timeslot. Both times 1 hour before end of timeslot they call and just say they have run out of time. It's an online shop that is unable to deliver goods. My advice is skip them and just shop amazon, never had a problem with them and prices generally better, I used to be an advocate but they've consistently shown bad service to (ex) loyal customer. Well done John Lewis for driving away your customers
I have patronised John Lewis for years and enjoyed excellent service. Not any more! Recently I have been disapointed by orders placed online, customerservices and technical support. My main problem is being left on hold for long periods and in several cases experiencing a cavalier or snooty attitude when I have managed to get through. I hate to say this but I now get a far more efficient service from Amazon, often with lower prices. I have had to go to the top by ringing head office (020 7592 6311) before receiving satisfaction. In fairness I think that personal service in store is still pretty good but don't count on delivery being reliable. ...........added 27th January 2014................ Since writing the above comments I contacted head office. I had three contradicting emails from different staff members and two telephone calls. One saying that he would attend to the matter the following Thursday (five days later) when he was next at work. One communication from a manager who promised immediate refund after confirming that they had received the goods back two weeks ago. This was followed by an email asking me to return the goods? Certainly not the John Lewis I thought I knew.
Ordered some bedroom furniture on the 5th January and order confirmation stated delivery within 14 days and that we will be contacted within 2 days for delivery to be booked.
After 10 days chased, to be told on of the 4 items was out of stock, when i questioned why we had not been notified of this John Lewis was more concerned about trying to ensure me that this was not their usual level of customer service than solving the problem. Was told some one would ring within 2 days to book delivery.
4 days later chased again but this time to be told two items were now out of stock. Asked to speak to a supervisor who gave me hes personal assurance that the stock will be in within the next 48 hours and that some one will ring to book delivery in.
Today 3 days later phoned to chase again and spoke to the same supervisor who has now informed me that they are now only out of stock of one item and that will take at least week as it is still on a boat! When i questioned why i had not received a phone call back he attempted to blame a colleague.
Had enough cancelled order - your loss!
In summary: over selling stock - if it is not in stock then dont say it is! No accountability! No communication! No customer care!
This review is not of the company stores but rather online service.
UGLY They re designed the website and I no longer can post reviews under my account, there is a glitch. Raised this by email and was told someone will deal with it to no avail.
Quite frequently I order to my local Waitrose, am told it arrived and they cannot find it, wasting my time. Upon emailing, they send it by post, which is great except that it arrives when I am not home.
When I turned up in Oxford street store to discuss a kitchen, arrogant older salesman kept on saying 'it's really expensive' to everything I wanted to discuss. Not bothering to ask me any preferences at all, he concluded that my kitchen would cost 25K. Wasted my trip. I wish I asked for someone else. I consequently purchased a kitchen somewhere else and the whole lot came to much less than what he estimated without bothering to ask what it is I want.
GOOD One time they appreciated the cabinet was damaged and took quite a bit of money off for it, more than I hoped for as they had no more to send me.
They priced matched my fridge while I got all the usual extended guarantees.
Wrong tracks, wrong rails, one wrong curtain colour, multiple installation delays and damage to my apartment. Customer services are unwilling/unable to answer complex questions like 'Is my order ready for re-installation ?' Escalated to Head of Customer Services, but I suspect they are quite busy. Any chance anyone at John Lewis serious about resolving this would like to get in touch !?!
I purchased a laptop from the Tamworth store on 18/1/14, the staff I dealt with were just great...........a different attitude when I had to return it as faulty on 21/1/14.
The guy who I dealt with today, just didn't believe me when I explained the fault and switched on the machine to verify the fault (s) actually there were several one of which was that the machine a Sony Vaio would switch itself off and restart itself at random after it had been on for several hours, the guy said he was there until 8pm tonight so he would be able to check this out for himself, well knock yourself out boy!. This guys attitude was rude and condescending. Poor customer support.
Nobody is perfect, anyone make mistakes, however the difference between Good and Bad shop is in the way how customer service resolve issues. We bought a lighting to our living room from John Lewis and were not happy with the purchase, because lighting was delivered without light bulbs and installation manual. We rang to John Lewis customer service and they solved everything in their exceptional manner and demonstrate the highest standards of their customer service once again.
About to buy a small electrical item from JL. Looked at returns policy and then rang customer service. Online policy says they expect items returned to be 'unused.)Told by customer service rep that item could be returned within 90 days even if used, on basis that JL wanted customers to be happy with the products they bought. Sounded too good to be true, so rang again and got someone different. He said the same thing. Still sounds too good to be true and so have written a letter (quaint I know) to head office to ask them to confirm position before I buy. If it is correct it is a big plus for JL, and a very good reason to buy from them. I have given three stars whilst I await their response. If they confirm it is correct, they will go to 5 stars, if not, down to 1.
Update: have received written reply from head of customer services, saying that item must be unused before it can be returned. I don't quibble with the policy, as it makes sense. My one star rating is because I was told by two customer services reps on the phone that the item could be returned within 90 days if we decided we did not want it whether or not it was used, providing it was undamaged and had its packaging. It is a good job that I sought to check this in writing rather rely upon what I was told on the phone. Incidentally, I was in the London store this week, and asked the same question-this time I was told that I could return a used item but they would keep 10% of the purchase price! Where does that come from? Further, in my letter, I asked about the price pattern of the item, and was told in the letter that the item has been at the same price since August 2013. This is totally inaccurate. The price was as it is now for about a week in August but then went up, only returning to the lower price about a week ago. It seems that customer services are not adequately informed in order to give a quality service to customers-the same seems to apply to the shop staff. Having said that, I will probably still buy from them, but will check everything I am told in writing if it is important to me. A lesson learnt for the future for when I'm dealing with John Lewis. If they read this site, and want to get in touch with me over the issue, they can leave an email address or phone number and I will gladly give them more details. I have tried to be as accurate as I can in providing this information in the hope that it may assist someone else in the future.
We chose to order from John Lewis because we have had items delivered before with no problem and they are supposed to be a high quality company. On January the 4th we ordered a tumble dryer to be delivered with 7 days. Order was accepted and money taken out on that day, stating that the item had left the warehouse. The email stated - 'You will be telephoned within 2 working days of placing your order to arrange a convenient date for delivery.' We did not receive this promised email, in fact no further contact from John Lewis until we contacted the Customer Service on the 10th January. We asked when the delivery was to take place and was advised that the item was to be delivered before Tuesday 14th. We were also advised that the courier company - Night Freight would phone us prior to delivery. We did not receive a phone call from Night Freight, so, on Tuesday 14th telephoned John Lewis again to inform them of the non delivery. We were then told that Night Freight had tried to contact us on several occasions with no response from us. This was a complete lie as there had been somebody at our home at all times, plus our phone flashes if there had been a call and of course the answering machine would have flashed if someone had left a message. Because we were waiting for delivery / calls, we checked the phone every time after we had been in the shower etc. There was no phone call. Furthermore, a member of staff at John Lewis informed us that there was no sign of Night Freight contacting them of no response from our phone number, which is John Lewis' policy. After all, they could have taken the wrong number off the order!! Next, we were told that because we had missed the delivery slot, we were now given the next delivery slot of 27th January - over 3 weeks from order date!!! When we contacted John Lewis again on the 17th January, we were told that they could do nothing because this was their chosen Courier!! Asked the Customer Care manager if she would be happy if she had been the customer with this problem - she said of course not. We asked if they could cancel Night Freight and send the item with another Courier - Can't do that, because that is the chosen Courier for that item??? Suggested that they should reconsider the services of Night Freight because it does them no favours with their actual customers. We are now waiting for a phone call, but this could take as long as 48hrs - so Monday 20th now, probably!!! 16 days after the order being placed. There is a felling of ' couldn't give a damn' on John Lewis' part. I suppose we could send John Lewis a bill for our 4 weekly visits to the launderette.
Just bought some new bed sheets from John Lewis and as usual the service was fantastic. I've never had a problem with the before so I'm a little surprised by some of the reviews on this site. I ordered the sheets on Sunday evening and they arrived this morning (Wednesday) - so two working days delivery, excellent.
I bought a fridge freezer and was given a date for delivery, between 7 and 2 and told that I would be phoned 1 hour before delivery. I was having it delivered to a rental property, not to my home. I realised that if the delivery men phoned my mobile I may not get the call as I get poor reception at home, so I went back into the store the following day to check that they would try both numbers (landline and mobile) and was told they would. The person I spoke to also confirmed that I would be phoned 1 hour before delivery. At 13.50 on the day of delivery, I received a voicemail on my mobile saying the delivery would take place in 35 -40 minutes, so I dashed into the city, only to find that they had tried to deliver the fridge freezer at 12.40. There had been no call to my landline. I phoned the number on the slip they left and was told that the person I spoke to would find out what had happened and phone me back in 10 minutes. After 30 minutes waiting without the promised call, I phoned again and I think I spoke to the same person, though I can't be sure. He said all he could do was rebook the delivery. I asked him to remove my mobile number from the order but I do not think he did this. He said I would be phoned 30 minutes before delivery. I told him that I had been told 1 hour and that 30 minutes may not be long enough. He couldn't have cared less, so I asked to be put through to complaints. He said he deals with complaints. I asked to speak to his supervisor, he said there wasn't one. I asked if he therefore owns John Lewis'. He told me he does! I Asked for his name. He told me his first name but refused to give his surname. I will not be buying anything from Jon Lewis that I can't carry out of the store again!
Tried to buy a £239 Magimix from John Lewis online on boxing day with money I had been given for Christmas. It never arrived, call centre staff didn't care and didn't have the authority to do anything - I phoned 8 times over 2 weeks, each time notes were written on the account and a supervisor "would call me back by 2pm". There were never any calls back. I would not advise buying large or expensive items from John Lewis, as if anything goes wrong they are powerless to sort it out. This is the worst customer service experience I have ever had.
Spent the best part of £400 on a fridge/freezer and they e-mailed me a £5.00 voucher towards my next purchase....what a swizz that was, when i spent another £130 and tried to claim the voucher...non existent. I complained to their customer services department who apologized and credited me with £5.00. I bet most don't bother so they just get away with it.
Yet again JL refuse to match its pledge to Price Match .This is the 3rd time I have asked them to price match in 3 years and the 3rd time they have refused making excuses . This time it was for a Gas Cooker which I found £60 cheaper on the Co Operative Electrical Stores Site . As the Co Operative had out discounted JLs cheapest bottom line price they were NOT prepaired to Price |Match . BEFORE YOU BUY TRY THE CO OPERITIVE ELECTRICAL SITE I saved £200 on the maunfacturers RRP and got a 3 year warranty ( JL only 2 years )
Before Christmas I ordered a child's night dress which arrived to me wet!! this was promptly replaced by another night dress which also arrived to me wet!! As you can imagine this was a bit bizarre but was swiftly handed over to a manager who I think was called Caroline? I was offered a full refund but was happy to wait for a new batch to arrive as plenty of time till Christmas! Caroline gave me super customer service calling me on a regular basis to inform me of what was happening regarding my order. when the new batch did not arrive she rang me straight away very apologetic and asked if i would like a refund or a different garment. I chose a different style which arrived the following day being a Saturday. on the Monday I received a phone call from Caroline checking that I had received my order and that a full refund had been given to me for the hassle. Having worked in fashion I can appreciate that some times it's the factories that can let the clients down and this was definitely the case in this incident but Caroline ( I hope this is her name ) gave me top notch customer service which you rarely get these days. Julia :) VH
I live outside the UK. My husband and I ordered some (matching) bedding from the John Lewis website. One item arrived faulty. I asked them to replace it. All reasonably straightforward, you would think. Think again. We received an email saying that the credit card I had used to purchase the bedding had now expired, and asking us to call with new card details. We could not see why the card details were needed to replace faulty goods, but called them anyway. The woman we spoke to took all the details, and then said she could not send a replacement item. She could organise a refund for the damaged item.WeI pointed out that it was part of a matching set, and that we needed a replacement, not a refund, as otherwise everything else was useless. She said she couldn't help, but took our phone number for someone to call me. Surprise, surprise; no-one called. So we emailed and called again and ultimately received an email saying there had been a mistake and that if we called again they could now send a replacement. So we called them, and everything seemed fine until we gave the customer "service" operative the address to send the item to (our PO box as we do not have a reliable mail service at the house). She took the correct address and said that she would have the address changed. Almost 24 hours later we received an email saying the address couldn't be changed as the replacement had been posted, but if it was returned undelivered they might be so good as to post it to the new address. It is difficult to understand how such an otherwise decent organisation can be so useless.
I like shopping in John Lewis stores. Good quality, reasonable prices and good customer service. I'm a loyal customer
My recent online experience with them has been terrible. I use Amazon a lot and with some of the news items recently, I've tried to use John Lewis instead. I've had problems with three of my last six orders. The first, a gas hob, had been discontinued and was never delivered. The second, a pair of trainers, were the wrong size. The third was a Collect+ shambles with an item missing and currently waiting for it to be re-delivered.
Customer service resolved each problem, by refunding or replacing, but I've been really inconvenienced. I think they've expanded their online operations too quickly. I'll still shop in the stores, but back to Amazon for everything else.