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John Lewis

What happened to good old John Lewis customer service?

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.

Victoria Price´s profile

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Victoria Price
Reviewer
United Kingdom

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