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.
A really poor customer service with broken promises on delivery of something that was supposed to be in stock when i ordered it.
This followed endless calls to a polite but utterly powerless customer support team blaming incompetence on 'security checks'.
Eventually my item was dispatched 6 days after my order.
They took a very old fashioned approach to selling on-line, it was all talk and no action.
To reply as a company, please log in to your business account.