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.
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!
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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.
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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..
We ordered a washing machine for delivery today between 7am and 2pm and I took the day off work in order to receive the delivery. We even paid an extra £19.95 for the so-called 'Express Delivery' service, because our old washing machine had broken down. By 2.15pm, the washing machine hadn't turned up so I called Customer Services. They told me the washing machine wouldn't be being delivered today due to a 'technical problem' with the order. Well, thanks very much for letting me know John Lewis! The soonest they can now deliver it is in 7 days time - so, not only will we be without a washing machine for 7 days, I will have to take another day off work in order to (hopefully) receive the delivery! What compensation have they offered me for this? A £15 gift voucher!!!!! FIFTEEN POUNDS!!! Are they for real?? I am absolutely appalled, especially with a company with supposedly excellent customer service.
What a shambles,ordered a rug ,it was too small so ordered a larger one and paid extra. they collected the rug and waited for the new one to arrive ...no rug. phoned them and no idea what was going on so did it all again. 2 weeks later TWO rugs come...was told it would be on the friday,no time given, waited in and got here at 8pm the delivery men take one away and tell me to check my bank account ...THE FIRST RUG IS NOT REFUNDED AND I HAVE BEEN CHARGED FOR TWO EXTRA RUGS....JOHN LEWIS HAVE £400 OF MY MONEY AT THE MOMENT.the new rug is covered in glue so also needs to go back . phoned on saturday and was told they would call me on monday ...no call. I call again and no one knows what the hell is going on .....no record of the order AAAAARRRRGGGHHHH. now waiting for them to investigate and ring back. I loved john lewis as it was so efficient .....i will never use them again
We will never order another item from John Lewis. The name used to mean something, and in a way, I suppose it still does - "shop here for shoddy service".
We ordered a washing machine 2 weeks ago, for delivery today. We saw this morning that the tracking said it was out for delivery, which was scheduled between 11am and 5pm. At a quarter to six we called customer services who claimed they'd tried to contact us as the item couldn't be delivered due to "manufacturing issues" - an odd claim since it was out for delivery.
You know it's bad when a company cares so little they can't even be bothered to lie convincingly to their customers.
We ordered a seat from Peter Jones, John Lewis on Kings Road. Waited 6 weeks for delivery for a small chair.
Given a delivery day, which happens to be today and told to be in-house 2pm-9pm.
They didn't turn up and at 9.15pm said they weren't coming as the delivery service had to work within "driver hours". My wife took half a day off waited in all day, no calls no nothing till 9.15pm. Simply outrageous. They then tried to get us to commit to stay in tomorrow afternoon. We have to argue with them to get a discount and a time which suited us. I would use caution with this service. I will not use this service or buy from Peter Jones again.
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My husband bought me an Apple Mac Book on line as a surprise and collected via local Waitrose, all good so far. He bought this from JLP as his perception would be that the service should something go wrong would be impeccable, WRONG! To be honest I only wanted a laptop so when it totally died and would not power up after 6 weeks I wasn't too bothered. I assumed that JLP would either give me a replacement or our money back. When I took it the Trafford Centre Store I was treated like dirt. The lady who was allegedly helping me did not give a dam. She didn't make any eye contact she could hardly bring herself to speak to me she clearly wasn't bothered., she carried on doing something else on her PC the whole time. She actually told me to take it to the Apple shop but said "they could be hit and miss". Eventually they agreed to test my mac with one of the power leads, it was as if they were doing me such a favour! I left it and returned to the sour faces 30 mins later, when they told me rather smugly it was now working fine with my own lead. Why would I go to the shop an inconvenience if it hadn't been working? I wanted it to be returned for checking but they offered me nothing, still the bad attitude, no smiles no sorry for the inconvenience nothing, shameful customer service. I will not be buying anything again from JLP and I will ensure everyone I know and do business with is made aware that there is no additional benefit to buying Apple from JLP
Ann Baynham ritiene questo recensione utile
John Lewus High Wycombe used to be a brilliant store until their recent "refurbishment". Yes, there are more items on display but nothing is in stock. Three times I have been there recently and none of the 6 items I wanted was available. The assistants replies was always "we can order it and it will be here in two days". I can do that sort of shopping on the internet and as a result I went to other stores in the area and John Lewis lost over £1000 of revenue.
Went to my local John Lewis store at the weekend to order a TV. Didn't have any available to take away and couldn't deliver for nearly two weeks. Decided to go home and order from their website. When I went online I discovered TV was £100 more expensive than their store price. Phoned the store first thing the next day just to make sure I hadn't got mixed up with price, but no I was correct, the website price was £100 more expensive. Phoned John Lewis Direct who said they would need to raise a price query with their pricing department. Took them two full days to come back to me confirming they would match their store price. I was told I would need to pay full price and they would refund the difference back to my credit card five days after I received the TV. So much for them saying that they are never undersold! You would think they would have altered their website price!
Anyway I ordered the TV and selected express delivery and paid £19.95 extra. Was told delivery would be between 7am to 2pm. Order didn't arrive and I phoned customer service. They couldn't care less. Was passed to six different people. Disgusting attitude. Couldn't care less. They said there had been a system error and that I would need to reorder the a TV and wait 7 days for delivery. Very unhelpful. No explanation at all to explain what had happened or why I had to reorder. I took the day off work to wait in for delivery that never arrived! This was a wedding present and this whole situation has left a bad memory of our special day in our minds.
I don't know where the TV is and all I have been informed is that they are looking into it! I hope it turns up soon!
My advice to anyone is never order from John Lewis Direct. The customer service is terrible and staff couldn't care less.
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I am astonished that John Lewis don't get an average of at least 4.5 stars. I have bought maybe 20 different things from John Lewis over the last couple of years and have received nothing but excellent service. Any replacements or refunds were dealt with quickly. The guarantee is excellent, often better than other stores and more importantly fuss free. The quality of their own products is also exceptional and great value. I only wish they had a bigger range of items, so I don't sometimes have to buy what I want elsewhere.
I asked a lady who was attending customers in the shoe department if I could try on a pair of boots I liked in my size. I was told to “seat” and that someone will be with me soon. I really didn’t like the tone of voice the lady used, I felt like a child being told what to do. The same lady came back with my boots, I tried them on and asked if she had anything similar to the once I was trying on. She wasn’t very helpful, so I had another look round the shop and picked another 2 pairs to try on. When I asked if could try them on, lady said that they wouldn’t fit me (I’m size 16) because they are very narrow. For a minute I thought we weren’t speaking about the same shoes, but we were. I really don’t mind an honest opinion when I shop, but that lady was just extremely rude; made feel me awful and made me drop a few tears. Instead of asking again, my partner and I decided to leave the shop and go somewhere else. I stopped at Dune on a way back to the car, and the pair of boots I really wanted to try on in Jl –I bought in Dune together with a pair of heels and a handbag. Oh well John Lewis, you lost yourself a £500 deal that day, and trust me I’ disgusted with your customer service as this was the second time this happened to me (the same shop assistant in the shoe department, older mature lady with blond hair) and I’m not going to spend a single penny in the Aberdeen store ever again. The first time my sister in-law complained to the manger about the service we received from this small-minded lady, but obviously nothings has improved...
Like Mr Ashford i ordered online a 46" TV my 1st delivery slot available to me was 10 days wait, the time slot was 7am to 2 pm as i got held up in traffic i got in at 7:18 to find a calling card with a number on it. i called the number straight away only to have an answer machine message telling me they were shut until 8am.
Got through at 8am only to be told they dont deal with online deliveries and i had to call another number, why this number is on the calling card then is extremely poor for a company like this.
called the new number and was told that the time slot was 7am to 2pm like i was some sort of second class citizen, i told her that i wasn't that simple and i knew what the time slot was, i also said this never got confirmed by email like the website says, then the helpful bit came, she said she will call them to see if they can re-deliver today. after a 5 minute wait i was told the delivery was on the way back to the depot and they couldn't re-deliver today, not sure why as they deliver up until 9pm i then had to book another delivery slot and yet again it's a nine day wait. so by the time i get my goods they would have had my money for 19 days. why is it the customer is always out of pocket with these large companies.
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It pains me to say how much I'm unhappy and disappointed with JL.com, because I like shopping at their stores.
I ordered an Elika Krea cooker hood and waited a week for a delivery day. I had to go out unexpectedly and the driver called when I was still 15 minutes away. He wasn't for waiting (why don't they give you a bit more notice?), but fair enough, my fault for not being in.
He gave me a number to call for re-delivery and I, foolishly thinking it would be a day or so, was shocked to find a) it couldn't be dropped for collection at the local store (why?, M&S can do it), and b) it would be another week. When I said can't you do a bit better, the lady said she would 'escalate' it to the planning team who would call me to prioritise the delivery.
OK so far, but when the call came a day later, I was told it would now be 10 days as more slots had been taken since my last call!
I cancelled the order and ordered from Boots Kitchen Appliances, who are brilliant (check their reviews versus JL).
It's up to JL.com whether they care about this stuff, but they have definitely lost a customer permanently. Too many others to buy from who do so much better.
Bought a Samsung Galaxy Tab 3 in July 13 with a 2 year warranty included. It developed a catastrophic fault in early August 13; it just would not function. Contacted John Lewis Technical Help Line, what a joke! Ended up returning it to store, despite it being bought online. They sent it away for repair and it came back nearly a month later "unrepaired" Had to continually chase JL, got passed from pillar to post, trying to get an explanation of what "unrepaired" meant. They finally explained that "unrepaired" meant the item had a fault that was not covered under the manufacturers warranty. JL say the fault could have only occurred by the tablet being dropped; despite the fact that they gave me a receipt saying the Tablet was in "as new" condition, and I know it definitely had not been dropped.
JL point blank refused to resolve the issue with me, and left me no course of action other than to hand the complaint on to my solicitor. Guess what, despite my solicitor contacting them twice they have not done anything. Perhaps they will respond when we sue them.
Having spent close on £2000 at John Lewis Electrical over the last 18 months I am particularly upset at their response to a genuine customer service request. They have had nearly £340 of mine since July, for an item that was not fit for purpose and wants replacing. Would I recommend JL? Definitely not! Would I shop we them again? Definitely not! Is their warranty worth the paper it is written on? In this case I would say definitely not!!
Bought an excellent Toshiba Regza TV in 2010 when John Lewis still had a remnant of a reputation. Five year warranty too. A few weeks back it started playing up. Wouldn't switch on from standby (see google its a common fault and the excellent customer service team at TOSHIBA sort it instantly with a free software update sent out on memory stick) JL ignored my support request for a week, despite notification they respond within 24hrs! I never got any help until I started to complain. Then it was just one fiasco after another as one chump passed the problem onto another. I asked that my concerns be sent to head office as an official complaint. It never happened. Today I got an email from technical support saying they would like to send an engineer out and the TV could be away for 28days as they test it and make sure the repair works. What an utter waste of space. Who on earth could be without a TV for a month!!
I told them TOSHIBA had sorted the problem out with good old fashioned customer service and it was a common fault that if their dozy service engineers were any good would have known about already and flagged it up on the system as there have been thousands affected.
Needless to say they will never see any of my money again and it wont be long before we see yet another good old British brand bite the dust because chimps have taken over the asylum. What a waste.
BE WARNED they will take your money with a smile but the service wont be worth the paper its written on.
My husband and I are in the process of decorating and furnishing our new house. Having seen the G Plan vintage range of armchairs online (which are almost exclusively sold in JL) and really loving them, we went up have a closer look at the Blue water store yesterday. For a start, there were at least 6 customer service personal milling around, chatting about various things but none seemed interested in helping us at all. When we approached one lady she even said "oh can you ask someone else"?! Seriously. None of the chairs we wanted to see were in store so we couldn't see them anyway. Phoned around other stores myself today, they also didn't have any of the range on display and basically said they they were made to order and therefore probably not on any of the shop floors. Huh? Giving up on the idea even though I love the look of these armchairs, at nearly £800 each I do need to sit before I buy! I think G Plan need a new partner as their furniture is amazing but JL just aren't selling it.
Why we got a gift list with them god only knows!! Have to wait four weeks for delivery! They are really overpriced and staff are rude and you have to use 0845 numbers to speak to anyone. Wish we'd gone with debenhams or even argos!!
Paid extra for 4 hour timed slot. Was called to be told on their way, but when they arrived they made lots of poor excuses due to John Lewis policy they cannot remove the old washing machine or install the new one. Was told to call customer services to re-arrange the delivery and installation / removal. Have to wait another week for them to come again. What a waste of time. I will avoid buying from them again and use a local company instead.
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I have tried to by a washing machine.
Something you need soon - 1 week delievery, pay more for 2 days, pay more for 2 hour slot, pay more to have installed, pay more to have old one taken away (approx £80 extra if you went for all).
Reluctanted ordered and booked for 10 days time. 2 days before - given a different date. Attempted to call customer relations - long story short - spoke to 6 people over 2 days, computer error, cannot override, cannot offer helpful time, cannot do anything.
Spoke to local service 5pm friday evening - will do a better machine for cheaper than JL, delivering for free the next day, will also install and take away the old one for free!!!
Buy local. AVOID JOHN LEWIS
It as been 1 week, since we ordered a parcel, and it as been 2 days that the company HERMES ( that works with John Lewis), should be delivering at my house, been watching the track number, they say that they have been trying now two days... and is just impossible, or they have a invisible van and a invisible delivery person, No one showed up.... but the report says it has..... been calling John Lewis and nothing... nobody can resolve this problem....need now with some urgency, and there is no way I am getting this parcel tomorrow, since the van is invisible!!!
Kaushal V ritiene questo recensione utile
Over the school summer holiday I started to re-decorate my office / spare bedroom before my holiday guests came and decided to order a day bed that would be the focal point from John Lewis.com. I ordered the item on 09/08/13 and within five days called customer services to order a swatch. I tried to do this online, but the item I had ordered had been removed from the website. Customer services were unable to get the swatch organised for me and told me that they were unable to get one from the manufacturer either. At the time I felt frustrated because I wanted to match my soft furnishings and paintwork for the room. I felt that no great effort had been made to assist me in this matter and at the end of my call started to reflect that the John Lewis experience was not meeting my expectations. I continued with the decoration of my room without the swatch and with guests arriving just after the 20 day delivery promise in the confidence that John Lewis would honor the contract to which we entered when I paid in full and the money was removed from my account.
Needless to say the item did not arrive within the time promised and that I was inconvenienced and unable to put up my guests as anticipated. I now have a room decorated specifically for this item and have now reached the unhappy point where I have cancelled the order because over the past three weeks I seem so to have been constantly phoning and chasing for the bed I designed the room around.
Last Thursday I thought I had reached a successful outcome when a customer service adviser told me that the bed could be delivered the following day. Sadly this was not convenient at such short notice. 40 or so days later and after much complaining I was told the delivery could come on Monday so took time off work but you guessed it.... the item did not arrive. I called customer services (again) who told me that the item had been cancelled and was not available from the distribution center. Also that it would be a further fortnight before shipping could be organised by the carrier because there were no other deliveries to our area.
So I have a room fully decorated to accommodate this item, guests who have been delayed and no day bed.
If it's urgent or important don't bother going to John Lewis.
I wasted so much time buying a laptop and printer from here, many journeys back and forth to return unsuitable (advised by John Lewis "trained" staff!!) products.
The staff who I dealt with (when you`re lucky enough to find someone available - grossly understaffed) constantly mis- informed me and sold me the wrong equipment. They did not seem to know about the products they were selling (even some of the basic things!). After returning a chrome book (not have been advised it works in a totally different system) and an equally unsuitable printer, I was then sold another laptop and a printer which are NOT compatible. This now has to be returned also. This is after asking advice about the products and being recommended these items and assured they were compatible.
The service was not acceptable with the staff generally badly informed, rushed and when I complained, not particularly polite.
Furthermore, I ended going to P.C. World for advice on the products which John Lewis had sold me! They offer a free half hour session to get you started with your new purchase. John Lewis do not. They do offer a free phone help line for a month, but I was not offered this when I bought my laptop/printer and was only told about it during my complaint to one of the managers. P.C. World were also offering Windows Office for £20 less if you purchased it at the same time as a laptop/P.C. John Lewis did not offer that although when I pointed it out to them they did do a price match.
I don`t know what has happened with John Lewis but they do not inspire the same confidence that they once did. Staff who knew their department inside out and were known for their excellent customer service.
I, for one will not ever buy any electrical good there again. Nothing but aggravation.
Every single time I go to John Lewis, I spend a hour or so in the baby section looking and high chairs etc etc but when ever I go to buy something they say "ooo no that's not in stock. Do you want us to order it for you?"
Then they just go on the johnlewis.co.uk website and order it.... I may as well have shopped online!
Other than that they're pretty good!
I have had nothing but bad experiences recently with John Lewis They have lost the plot. I have several complaints, a bin of the wrong colour and a response in 10 minutes, I am still waiting. A Tv with a used dongle, a computer that was ordered in Oxford st for delivery to Brent Cross. When we arrived complete with reference and correct time, the computer had not arrived. A camera bought for my birthday when opened had been dropped and damaged, a call to the store could not resolve the situation and I was TOLD to return it. I could go on. I have walked and bought my washing machine from Appliances online same guarantee and 1p cheaper.
Ikea now give better service than JOHN LEWIS.
My wife and I got married in July and used JL.com for our wedding list. We also just bought our first flat and bought some of our furniture in store to be delivered. In short, we've had a terrible time dealing with their delivery service. They give you very wide ranging hourly slots which is understandable, but we've had a bed delivered twice now which has been damaged. The second time the delivery guys even thought it was a joke. When they have delivered our wedding items, they left certain products out meaning that we had to take time off of work to have more boxes delivered. All of this is solvable from a company point of view, so I hope that they work harder to iron these problems out or I will continue to shop elsewhere.
Had a problem with an click & collect order that had gone awol at a local branch of Waitrose. A replacement was with me at my door the following morning. Customer services were apologetic and determined to correct the problem. A joy to deal with.
I had my new home refurbished. John Lewis kitchen planner was excellent, Can't fault but the fitter was awful. JL don't use their own people any more. Several repeat visits needed for crooked drawers, visible wiring, poor line up, but still left with a badly scratched sink where fitter poured silicone sealer across whole base and was hard to remove and stained cupboard base. I was told 'what do you expect for a budget kitchen?' [£15 000]
In addition I paid £50 to have a dampness test for my floor prior to Amtico being laid. this was not done and caused delay. JL could not admit error or apologise. [or refund!] I had just paid £1000 to have my stored furniture delivered and no where to put it. I was told I needed door lintels and extra scree [an extra £1400]. Floor prep men threw / hid all the broken Marley tiles under the kitchen units. I had to clear this up and had an asthma attack from the toxic dust.
Fitter [excellent] didn't need to put in lintels and told me to tell JL . Answer 'Oh the cost was taken up with extra scree.'
Not according to fitter but it was arranged over the 'phone and I had nothing in writing. JL guy getting his own back. because I complained At the end of the day it has cost them money. I promptly cancelled a big soft furnishing order.
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Ordered a bed and stayed in all afternoon waiting for the delivery - it didn't arrive. Called customer service who offered no explanation and said they could arrange a re-order date in 8 days time or if I paid £16 they could deliver in 4 days. When I complained the assistant said there was nothing she could do as it wasn't their fault!!???
Paying for lunch. John Lewis card declined. Try again declined. Queue of people. Embarrassment. Phone JL. Computer voice insists enter card number and answer two security questions. Takes time keying into mobile, computer announces passed security and in queue. Advisor answers and wants to security check again. Ask what point of computer security check if advisor repeats? She blanks question three times. OK answer her questions. She explains a letter has been returned to them so they stopped my card until I confirm my address. Text me or phone me with your question yes, but stop my card and wait until I'm at the front of a queue and card declined so I phone you?! How incredibly lazy and rude. Not anti-fraud would have contacted me to check previous payments not fraudulent. I said I was cancelling my card, but advisor said I couldn't as I had to phone a different number to do that! Sums up John Lewis Credit Card. Must be better??
Organised a day to take my daughter to John Lewis for her 21st birthday present 3hour round trip from My home to theNorwich store.She chose her sewing machine with a rushed shop assistant who picked up a card and gave it to a checkout lady,few extra bits and bobs added on the bill, but the machine was not in stock, supervised by staff as the checkout lady was new,what a mess that was, then the supervisor had to leave so someone else stepped in. Went home 3days later delivery arrived wrong machine, phoned them they wanted me to drive it back to the shop because the delivery was parcel force not their van, confused at this point as it was so far for me to travel and they made the mistake. they also said if I wanted the other machine they would not let me pay the difference I had to pay in full for the machine to be delivered. So I payed £249.00 for the correct machine. they would not organise for the wrong one to be picked up at the same time so i had to phone to organise that. I was out of pocket for two expensive machines, I have phoned 10 times now at(£1.54 a min)the unwanted machine was picked up over two weeks ago I have had 4 reference numbers and still no one has contacted me to refund my money ahhhh £219.00 of my money John Lewis has still got.
I ordered bridesmaid dresses and accessories and it was it was great experience for me. I could have made life easier for myself though....all the items went into the sale a few days later - so I reordered the same in the sale and returned the full price items for a refund. When I phoned John Lewis they said I should have called and they would have refunded the difference to save the extra work I created for myself. I thought that was quite good!! No problems with ordering or returns...actually one refund didn't appear so I rang customer services and they applied the refund straight away! I've knocked off 1 star for having to ring them for that missing refund, otherwise a positive shopping experience.
Ordered a washing machine. There was a problem with getting authorisation on my card. John Lewis said it was my bank but my bank confirmed that the payment had been sent to them. I told John Lewis to cancel my order as I was sick of getting passed from person to person only to be told something different every time. They assured me that no payment had been taken but on checking my bank account I could see that the money was gone. Now I can't get them to speak to me. They just sit in silence whilst I rant and then lie to me. So the upshot is that I don't have a washing machine and I don't have the money in my bank account to go and buy another from somewhere else. I have no idea when the money will go back into my account because I keep getting told different things. When I try to drill down into the detail they just tell more lies! I thought I was shopping at a quality retailer. How wrong I was. I had never used John Lewis before and I sure as heck won't shop with them again. This has to be one of the most traumatic shopping experiences I have ever had in my life!
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Ordered dishwasher, my account was debited but when it failed to show up in the maximum of the delivery timeframe I called up to ask where it was and was told unapologetically that the item was out of stock for at least another month! Was pretty upset as builders were waiting to install it. Not met with much help or understanding, final telephone call I cancelled the order and asked for a refund. Of course this was not immediate. On a side note, a fridge freezer I ordered a year ago has developed a fault and when I called to organise a repair was just passed on to the manufacturer directly who was most unhelpful. I bou gut it from John Lewis so would have hoped they would have been more helpful for a faulty product.
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