I believe John Lewis have an outstanding reputation which in my opinion is slipping away. After a few negative experiences with their internal click and collect service I today took back a faulty Christmas present thinking there couldn't possibly be any issue but there was. I purchased a gift box of three jars of condiments only to find the wholegrain mustard not sealed properly and the contents had gone black around the lid. I took the box and jar back only to be told they wanted the entire contents back before a refund would be issued! I explained there was nothing wrong with the other jars and we had eaten them but the manager had to be brought over. She then said the lid hadn't been opened which I couldn't understand as I had said the item had gone bad so I opened it in front of them spilling the black contents over the counter. It was as if she just didn't believe me and was carrying on like I wanted a full refund because I just didn't fancy the mustard! Anyway, I got the refund in the end but I am very disappointed that my word was doubted about the return until I took the lid of the offending jar. So disappointed in you JL!
I ordered a pair of school shoes in the sale for my son. They arrived today in the wrong size! Far too big to fit my sons feet. Phoned JL up to be told they are now out of stock in all size 1.5 suitable school shoes, No help to rectify the mix up. Just sorry & we will refund you upon receiving shoes back. So annoyed!
Ordered a new dinner service for Christmas day and 12 glasses Order placed in good time and half arrived safely, it is now Dec 27th and after several phone calls and emails I have been left hanging on the phone on 0845 numbers only to be told 3 different stories as to the where location of the rest of my order; !. It was delivered on 23rd to someone called Maureen - We were in at time of delivery and living in a very small hamlet Know all our neighbours none of which are called Maureen ! 2. It was delivered on the 19th of Dec to some one called Poington - this would be an amazing feet as it was only despatched on 19th and again there is no one of that name for miles! 3. It has been returned to JL smashed to pieces and I have been refunded, no apology on the message left at 8am when I was sleeping !!! I have called back yet again for the 5th time to speak to a manager and I am still waiting !!!! Will now check my bank account and if refund in place would love just to draw a line under the whole sorry affair but we only have half the dinner service and it is exclusive to JL :(
I ordered a new television online with JL on the 15th December with guaranteed delivery to my local Waitrose store by 2pm the following day, I received confirmation email from them along with tracking details etc to say the order was being processed for delivery. Monday 16th and about 11am I received an email saying the tv had not been dispatched as there had been a "glitch" in the order process and that someone would be in touch in 24hours, I rang the customer helpline to enquire what the problem was and was told it was a problem with the computers on the Sunday when I ordered and that my delivery had now been rescheduled for Tuesday 17th at 2pm instead. So Tuesday morning after not getting a confirmation it was going to be delivered that day I again rang the customer helpline, this time the customer service operator rang their suppliers up to check as their system said it hadn't been dispatched. She came back after several minutes and told me the tv hadn't been dispatched because there was a problem with the order and that I would have to go back online and reorder it !!! by this time I was fuming so told her to stuff the order and cancel it.
In the end I got the tv same price less the 5 year guarantee from TESCO :)
I emailed customer services and told them I wasn't a happy chappie and that I would never be shopping with them again, they did respond next day apologising and offered me a £50 discount if I placed the order again - I replied telling them to stuff their order and customer service.
Useless company with whom I shall never shop with again regardless of discounts or deals.
Ordered a gas hob 10 days ago as my hob has given up the ghost, was promised faithfully that I would be delivered before Xmas.. called today 3 days before Xmas to be told, sorry a slot wasn't booked for you, but I can book a slot for next saturday... How is that before Xmas? So I am well and truly screwed as have all my family to dinner and no hob, thanks very much john lewis for being such a shoddy company... Do not buy from them, they don't keep their promises at all, but can spend millions on a Xmas advert, but fail to please there customers... One star is not good enough for them.
Disgusted by John Lewis service. Had ordered a new gas hob for delivery by John Lewis for Christmas as my existing one has broken and needed replaced for Christmas entertaining. Could have purchased elsewhere online considerably cheaper and paid local gas plumber to install but thought for easiness I would just pay the premium and installation fee so as to get it all done at once with John Lewis's delivery and installation service thinking that John Lewis was a reputable business. What a mistake ! Item was delivered on scheduled day but delivery driver had no record of installation request and advised should have been on a separate lorry that morning. Had to make numerous calls to John Lewis customer services who finally admitted they had made an error as was booked for an installation but now unable to do as no available slots now prior to Christmas ! Their resolution to matter was that I was to obtain a local gas plumber and they would reimburse me. Absolutely disgusted by their lack of customer services and in particular by the lack of commitment shown by their staff to the customer particularly from a business that is a staff partnership where the staff share in the business profits. They should have been paying whatever overtime rates were required to obtain an installation for me but instead I am left with an unfitted gas hob and no means to cook Christmas dinner accompaniments. I was previously a loyal John Lewis supporter but as this is now the 3rd time John Lewis has majorly let me down in recent years (yes I know I should have learnt my lesson previously but honestly thought they couldn't get it wrong again !) I can confirm I wont be using them again and in future will instead use some of the lesser known online companies whom from experience with despite being wary of ordering from unknowns I have never had any problems with. I wish the same could be said for my experiences with John Lewis. BUYER BEWARE !!!
Asked for price match on samsung ue55f9000 JL price £3299 +5yr guarantee had the online price ready to hit the button to buy at £2700 + 5yr free cover included and in stock got a phone call from JL saying they would not price match As would not be fair on there customers.WTF no there going to charge the full amount.never knowingly undersold
Ordered a set of John Lewis Soiree 0.15l Cocktail Glasses on 15/12/13, with next day delivery to store. Chose John Lewis over House of Fraiser because they said they could deliver the next day, HoF was 5 days, and I needed the present in time for this weekend as it's the only opportunity I have to give the present to my brother before he goes away over Christmas.
It's now the 20th, and still no cocktail glasses. This is after 2 emails to their support, 2 phone calls, 2 failed promises that I'll be contacted within 24 hours, and multiple assurances that the glasses should arrive tomorrow and that they're doing their best.
Nobody can however tell me when they are arriving, if they are arriving, and why they haven't so far.
I understand they had a technical glitch over the weekend which has caused them problems, but this has been going on all week - I don't see why you would need a full working week to fulfill next day delivery.
The support has been terrible, they don't empower the staff to be able to give you a proper answer and their support email auto-responder is full of typos; and they promise email responses within 24 hours which never arrive. Very unprofessional and entirely unhelpful.
Looks like I won't have that Christmas present in time after all - thanks a lot John Lewis, I was going to be using you for my wedding list but now I won't use you ever again! I will also make sure all my friends, family and colleagues are aware of how appalling you have been so they don't make the same mistake I did and order from you.
i made the mistake of thinking .com would be the same as the store the similarities end at the name, i oredered a £110 value item for my wife as part of her xmas ,despatched 10th12, signed and recieved 13th 12, really !!! well not by me or to me it wasnt after a few emails and some form repsonses, i called them direct was told it had been sent by hermes, (see reviews ) who are just a joke, the signature was ilegible i was told and no printed surname availble good eh !!. i was then told i would be called before 11.30 next day by both the call centre and email. dept, the call never came , guess what though the package did. around 2pm 8 days later had been opened , handed to me with a grunt by some bloke in a motor with parcels lying all over the back seat, (some opened ) never had to sign for it good eh i could have been anyone, ? anyway i logged compliant with john lewis got a form response of its been passed here there and around, and the hermes company have been informed big deal, not even a sorry you were not called back or were it was first sent to why it was opened and who did indeed sign for it and why did i not have to ?? you have been warned steer well clear folks
Where do I start, so many but here is one example: My wife visited our local store (Edinburgh) (just so you know) as she was in the store last week and purchased a bra that was on an offer, matching a competitor. She took the item to a till, and once scanned was advised the price. My wife explained that the time was on offer, to which the member of staff "summoned" a subordinate to "go and check" he came back and explained there was no POS (thanks, I had to tell my wife that meant Point of Sale!).
He then asked my wife to go and "show him", when she got there the POS!! was gone, she became so upset, and was asking the employee why he "dragged" her to this…… my wife standing her ground (seeing the POS hidden) asked for a Manager. Once came, but the employee who took down the POS!! remained, my wife asked him why he lied to which he called my wife at the one who had made something up. She got her 20% but John Lewis lost two customers today!!
I work in training and development and can tell you I have never heard such a thing!! to cap it all off on the same day, she saw Geox on offer, took two pair to the till and was advised "oh that's not in the offer". I don't mean to sound negative, BUT GONE IS THE JOHN LEWIS I KNEW, shocking way to treat a mother with her 3 year old son in tow. SHAME ON THEM. They did our wedding list, furnished our house, fed our family……and this is what we get back……SHOCKING
Ordered an iPad mini with retina from www.johnlewis.com and paid for next day delivery. I ordered at 8:30 am and did not receive a dispatch email that day, so I got worried when I read many bad reviews. However I needn't of worried as I received the email with a tracking number at 12:50 am the next day. Received the iPad later that day and could not be happier with it and John Lewis's service.
Ordered 3 bracelets online and was told they would be available to pick them up today at my local waitrose store 'after 2 pm'. 25 mins before I was due to collect them...as I was on my way there, I receive an email saying they won't be available to collect and they will text me when they are. This is totally unacceptable to me. How can they just give 25 mins notice? I've been inconvenienced already and now I have to wait for them to tell me when they are ready! I think they are out of stock but still took my money...
It my first time using John Lewis online...I won't be using them again.
My husband purchased a good-quality Skagen watch for me from JL for my birthday November 2012. Within a few months it developed a fault, working only intermittently. I took it back to JL who suggested I get the battery checked by an independent jeweller, which I did (another car trip, more petrol). It wasn't the battery, so back to JL, who sent it off to the manufacturer in Europe, meaning I was without the watch for at least 6 weeks. Back to JL to collect repaired watch. Within the last couple of weeks, the watch developed the same fault. Back to JL. The assistant suggested it was the battery - again! I reminded her that I had already been through this process before, and she said that I should never have had the battery checked independently - even though I was advised by JL to do just that!! Unbelievable! I asked for a full refund as it was obvious to me that the watch was seriously faulty. This was refused - her reason being that the watch had to be sent back to the manufacturers THREE times before a refund would be granted! Not only that, but the so-called 'lifetime guarantee' stated on the purchase documentation did, in fact, expire either three or six months after purchase, (she wasn't 'sure') and therefore I was unable to claim on the guarantee either. Meanwhile, the clock was ticking (not, unfortunately, my watch), and half an hour had passed in an attempt to sort out this debacle. Shop floor managerial support was summoned as back-up but I stood my ground, and when it was quite obvious that I was not going to be fobbed off (excuse the pun), the assistant reluctantly called the manufacturers who immediately saw sense and agreed that I should be recompensed. I was then offered vouchers or a replacement. I politely refused and insisted on a full refund, as I knew was my right. Managerial staff disappeared leaving the assistant to deal grudgingly with my card refund. From her desk away from the counter she curtly ordered 'put your card in'. I waited for 'please'. It didn't come. She repeated it, without 'please'. And so I asked her to show her manners and say 'please'. She mumbled an apology as she shuffled paper around her safe-away-from-customer desk. The woman, may I add, was of senior age, like myself, and should have known better and shown good grace. Never have I been treated so disdainfully in a store. I am so disappointed in JL - like very many shoppers I returned expecting above-average customer care and I couldn't have been more wrong. I will never return to JL High Wycombe.
Seems something is amiss with their usual good service. Spent 40 mins on phone trying to order a Kindle. At every stage of order there appeared to be a problem and put on hold, After nearly 'losing the will to live' I was informed that the system had failed. Asked to be informed when resolved but apparently this was beyond their remit. Thought it strange and phoned back. The member of staff who answered was bemused by suggestion of a system failure. Order was eventually placed. Received order confirmation with delivery within five days. Week later I phoned and was told my order had been stopped by IT Dept., in his words 'this Kindle isn't going anywhere'. Not even a courtesy call to inform me of any problem. Like others on site I am a Partnership member who spends hundreds of pound a month in this group of stores. Unless JL 'buck up their ideas' they will lose many loyal customers!
I have been trying to buy a new laptop as mine broke and I have assessed assignments due in so I am in need of one ASAP. So far I have paid for 4 laptops, set day delivery, wracked up a bill from phoning them and I have receive two refunds, empty apologises and NO laptop. Seems I'm not the only one. https://www.facebook.com/JohnLewisRetail/posts/10152675015761494
I decided to purchase an IPad Air from JohnLewis.com as they offered a 2 year guarantee. Apple was having their one day annual 'Black Friday' sale and JL was matching the deal (in theory) on line. After placing my first order I received a cancellation notice approximately one hour later. They cited it was due to the security check on my credit card. I tried calling customer service but gave up after being on hold for 20 minutes (0800 from mobile). Giving them the benefit of the doubt I decided to try purchasing again using my debit card, which is essentially cash. Precisely an hour later I got another cancellation. I called JL (at a cost on my mobile) and this time pressed 1 to place an order. Within a minute I was through to someone. They had a look and said the system didn't have a 'specific' reason as to why my card was rejected. Concerned, I called the bank. The bank informed me there was no issue and they had authorised the item. They provided me with an authorisation number to give JL (why their system doesn't have capability to insert the number the bank have given them I don't know). I then called JL back. Their customer service informed me there was nothing they could do and that both items had been cancelled and that if I tried again there was "no guarantee the same wouldn't happen again". They also informed me the department that cancels orders (sets up auto system) were off for the weekend. A reasonable person, I indicated I understand sometimes systems go wrong but given it was a one day sale item, could they then hold the item until Monday at the sale price. They could not do this. In fact there was nothing they could do. Furthermore I'd asked for the item to be sent to my local Waitrose for click and collect. They could have asked for identification from me there to prove my identity (it was my card) and I would have happily done so. At this point JL have now locked up over £1000 of my money, which according to the bank is in a holding account at JL's request. I had several other 'big' purchases I wanted to make over the weekend and now cannot. After 4 hours of frustration, I went directly to the Apple website and purchased the same item in 2 minutes....no issue. I can only speculate as to why John Lewis cancelled my orders but it would seem as though they don't really want to sell items they 'price match'. Why not just be honest? I've subsequently remembered the same happened to me last year with a Dyson product I tried to buy from them. Again they never could tell me what the issue was with the security of my account. Is it because of their extra warranty that items sold on price match don't pay out for them? They must factor this into the business model. Regardless, I will have them investigated and will stop shopping in their sister company Waitrose as a result. I have had no issue shopping for items over £500 on line anywhere else and if it really is just a case of their security I suggest they look at the system or at least empower their customer service team to resolve issues. In the end I'm glad they didn't get my business as I can only imagine how horrific their customer service would have been in relation to the extra warranty. Well done John Lewis, you've lost a customer for life.
After being a loyal customer for many years spending thousands of pounds, I will never ever buy anything from them again. I ordered a MacBook from them and paid extra to get it delivered on a Saturday as I work full time 9-5 through the week. Waited in all day on the Saturday.....no MacBook. My bank account however had been debited with£1000 however they claim the MacBook has been lost in between their warehouse and the courier firm....NOT MY FAULT!! But allegedly until they have investigated I can't get my money back despite it being lost hundreds of miles away. Am disgusted and furious!
To summarise them in a few words. They DO knowingly oversell. Customer services are so so and on some occasions are pretty crap. They tend to deliver on time. Email responses are often very delayed and don't answer everything you've asked for - like pulling teeth. I wouldn't recommend them, but they are better than the likes of Currys. I don't know why people rave about them.
I have order initially sony TV and was waiting wating waiting at last i had to cancel the order , funny thing one fine day delivery boy came knocking my door with TV, I said clearly that i cancelled TV which they took it back..
Being shamless i again trusted and placed an order(two different order on same day) for some premium shampos and soaps for CLICK and COLLECT and i got text message they it will be available next day to pick it from ruslip waitrose ..actual story started here , am keep on getting this messages on my phone that order will be ready to pick it up for next day and this is happening from last three days .
I will be flying in next couple days and am really mad at the service , what a pathetic service and i wish i would have order from actual provider..
JOHN LEWIS SHOULD START looking in the reviews and atleast improve service and if they can't they should not claim for what they can't handle..