Bought a dishwasher. It arrived with massive dents - part crushed. Phoned to complain. Very polite people but no action. I have a 48 hour wait for a CALL BACK. It will be a week while they contact the supplier and arrange a replacement and redelivery (another day off work to be home to receive it, since they can't give you any choice of delivery times - not even morning or afternoon). Just appalling. Ghastly. Dreadful, will never go near John Lewis again.
Customer service should win an award for the most rude, cheeky and arrogant on the planet! Don't care about customer a tall, the whole customer service acts as though they are better than you and if they can't answer a question without you being in the wrong the rather than putting themselves in wrong (which they where) they just hang up. I thought as they were a big company then i should go with them...BIG mistake, NEVER again
I order an undercounted fridge from the website. I received a confirmation email that the order would be delivered in 7 days. On the 7th day I contact JL to find out where my delivery was. I was told by the delivery department that the manufacturer was trying to get hold of me to book the delivery. I questioned her on this as it is a business and I had not received a call. She said that she needs to call the manufacturer to find out why it had not been delivered. She then put me through to the manufacturer. After speaking to the manufacturer (Caron) she confirmed that they had not tried to contact me as they had a lot of deliveries (JOHN LEWIS CAN'T BE THAT IMPORTANT TO THEM). John Lewis did not once thane ownership of the problem and blamed the manufacturer for the failure to deliver the fridge on time. It would be easier to buy directly from the manufacture as John Lewis is only the middle man and has added no value to transaction. For this transaction you could get better service from Curry's.
My order was 'cancelled' 24 hours after it was processed (following an authorisation code from HBOS). The money was put into some sort of 'holding account' from my credit card. The e-mail 'cancelling' gave no indication of any reason. I phoned. I was told the credit card payment had been declined. This was a straight lie, as the bank confirmed. Then I phoned again. After 30 minutes of waffle from them, I was given another story. I had to phone the bank again - the bank was still mystified. But it appears they have their own 'system' (so hush-hush they cannot talk about it) and I did not pass security. Data subject access request pending.
Buy on Amazon, Curry's, ... anywhere bar JohnLewis.com. Astonishingly unprofessional, unethical, and dismissive service.
Looked at Which? for best cooker. John Lewis was about £20 more expensive but we ordered from them because of their reputation. We paid about another £20 for a 2 day delivery. Deadline was Friday by 2pm but we waited in vain for delivery. We had to take the initiative to find out why no cooker arrived, only to be told “the driver couldn’t find us”. We get deliveries most days and Waitrose regularly finds us. Apart from a message “we will be there in 30 minutes” no other message was received from John Lewis. As phones and emails are relatively easy for most of us to use we must assume John Lewis “couldn’t be bothered”, ignored us and left us without a cooker over the weekend (we had disconnected our old cooker). When we made contact we were told, after paying extra for a 2 day service, that they will deliver 7 days after the order.
Ordered a fridge with 4 working days delivery. First they did not stick to 4 working days delivery, the fridge was delivered later.
The fridge that was delivered was damaged, I declined it and called John Lewis, they promised a new one. For a few days have not heard from them and when phoned them up was told that they are out of stock and they are refunding me.
While I was waiting for this fridge I missed out on another supplier. Now I cannot buy this particular model until the next months (in 3 weeks).
1) John Lewis does not stick to promised delivery schedule
2) They do not contact you and do not update you, you have to chase them.
3) The delivery (Logistics) company they use is rubbish, they damaged the appliance.
I ordered a washing machine on the 28th of july with a 7 day delivery time- guess what it hasn't turned up and I've had no communication from JL or the delivery company- apart from my extended guarantee which bizarrely has already started (last sunday). I have emailed them but they have yet to respond, although I'm not holding my breath. The most annoying thing is i could have ordered this from appliance online and got next day delivery for about 12 quid more..........Oh and they were quick enough to take my money - my card was debited the next day.
Customer services phoned to advise me that the appliance they are still advertising as being in stock wont be available until mid september. I advised them to sod off and ordered it from ao instead and was delivered next morning.
Anthony Elsdon ritiene questo recensione utile
I was very disappointed with John Lewis as as thought they were the best company in the High Street.
I bought a Apple Mac Book Pro 13 which cost me a fortune but I thought it would be a good investment and with the 2 year warranty I thought it would be a safe bet.
However after 20 months whilst I was updating the software the screen went black ! I took it back thinking I was ok as i was still covered by the warranty.
However I was told that the warranty doesn't cover hard ware issues and that I should take it to one of the shops on Tottenham Court Road and they would restore the data at my own cost and then to bring it back to the store.
I was gutted as I thought I would have been covered by their warranty and not have to spend time and money sloping around trying to find a reputable laptop repair shop.
Ann Baynham ritiene questo recensione utile
I would give them no stars if it was possible. My whole experience with them has been stressful, time consuming and upsetting. I ordered several pieces of furniture from them and they had missing pieces, were impossible for one person to assemble and then the components didn't fit. They also wrapped a white enamel book case in a bright red sale bag and the dye leeched out and ruined it. Delivery was difficult to arrange they wouldn't combine orders so I had to wait in several separate times and when they did combine an order I was charged a separate delivery charge for each piece of furniture on the same truck! When I rang to sort things out the member of staff was looking at the wrong item on the system despite me quoting the number and when we eventually sorted this out the system crashed and he couldn't process the order. I then asked if he could ring me back and was told no and I also asked if when I rang back I could ask for him and was also told no. So I had to start again the whole time consuming process again from the beginning .
Staff may generally be polite but they are clueless, have no initiative and there systems are appalling, I will never ever ever use them again.
I would not bother paying for the express service when buying furniture - not only did it not arrive but their delivery drivers or customer services then lied about an attempted delivery and phone call. Well our CCTV does not lie and the telephone never rang. They could not even re-arrange it on an express service - incredibly poor service and attitude and willingness to resolve the issue.
I ordered a fan online only to be told that it wasn't actually in stock after driving a considerable distance to collect it. Wish I'd read all these bad reviews before placing the order......
We had our wedding list with John Lewis. Loved browsing and scanning for our gifts, found it really simple and guests had no problems either. All gifts delivered on the same day and we were able to choose our delivery date so we could both be home for it as we couldn't wait :) Thanks x
They have failed to repair or replace a faulty item under warranty and are trying to wriggle out under the small print. They have said that the fault is due to accidental damage, which is a complete lie and so is not covered. They offered me £50 as a gesture of goodwill, what a joke! How does that replace my faulty item and why would I ever want to shop with them again!! The responses to my emails have been less than satisfactory, there is no empathy, no understanding, just standard templates that don't actually say much. I WILL NEVER SHOP AT JOHN LEWIS AGAIN!!!!
We ordered an Ercol table and chairs from John Lewis with high expectations from the Ercol name. I particularly chose this product, because it said on the websilt that it came fully assembled.
When it arrived, the chairs were fully assembled, but the table was flat packed...and a leg was badly damaged. The table was duly swapped over, and John Lewis sent out a company to put together the table.
However, after just a couple of days we noticed a leg was beginning to come away in exactly the same place as on the first table...clearly a design fault.
We decided to send the whole lot back and what a hassle it has been so far. The company that John Lewis use, Night Feight, is a part of their group...though they will never admit to that as it is then easy to apportion blame elsewhere...refused to take the chairs and tables as they were not flat packed. I explained that the chairs were never flat packed and as they were under another order number, could they not at least take them, but they refused.
Twice this has happened.
John Lewis has been less than helpful to say the least. Meanwhile we are stuck with a useless table and chairs and John Lewis has nearly two thousand pounds of our money!
I have been a loyal JL customer for many years and have always recommended them highly, but after this, never again!
I have an email confirming they will match the price of a pushcrair from pramworld but I should buy it first and then apply for the refund, so I bought the pushchair I apply and they refuse to honor the price match even with the email confirming this.
DONT BUY FROM JOHN LEWIS IF YOU WANT THEM TO HONOR THE PRICE MATCH.
people in the customer service office in the store are rude when you tell them you want to apply for the price match.
I ordered a sony digital camera from John lewis online on saturday ( they were initially slightly dearer than another high street shop , but they price-matched without issue), and had it delivered by Tuesday. From start to finish , an easy and straightforward transaction. I have used John Lewis several times now, and have nothing but praise for their efficiency and service- well done!
Just worth a mention, but the delivery was via Hermes Courriers - and although i didnt have any issue with the service , i did google their reviews/ news and found some absolute horror stories regarding their deliveries/ service. Seriously - have a look at the write-ups - not a single good word said - after reading these stories, i did begin to wonder how my camera would arrive. It surprises me that John Lewis would use such a service! Anyways, i'm happy !
I placed an order for a washing machine, and I was told it would take four days to deliver. A week later I have still not heard anything from them! John Lewis has very poor communication skills and I certainly would not shop there again!
I shall never make another purchase from www.Johnlewis.com. I purchased an apparently in-stock camera case from them six weeks ago and I still haven't received it. It has been left totally up to me to try to sort things out. The John Lewis customer services team has been less than worthless. They neither seem to care about their customers nor to provide any communication to the customer without being prompted on numerous occasions. I had expected much better service than this from such a supposedly reputable company.
This morning I paid £958.25 for crockery and cutlery to fit out a new office kitchen. I paid successfully and got an order receipt and order number and I opted to collect from the local store the next day. It said I would get an email confirmation.
Just realised I hadn't had the email confirmation so logged on to my account, only to read 'No recent orders'. However, I had printed the receipt so phoned the customer service line. Was told I hadn't ordered anything and would I like to make my order again? I said what assurance did they have that my card hadn't been charged? They said they thought it probably hadn't been as they couldn't find my postcode or the order number on the system. I said I had a receipt - they said 'it doesn't matter, we can't find your order on the system'.
I understand that occasionally technical faults happen, but the customer service employee I spoke to was utterly unsympathetic to my frustrations that I had a receipt and wouldn't now be able to pick up my order. All I was met with was 'well your order doesn't exist, so I can just take it again for you'. I told them I'd take my business elsewhere.
Ordered a fridge freezer with a 10 working day delivery date. On the eighth working day phoned and asked when I was going to get the delivery, told they would contact me after making enquiries. No contact. Phoned again two days later (on the 10th working day) to be told it had not even left the suppliers despite it saying on line it had been dispatched and they had taken my money the day after I placed the order. Now cancelled and asked for a refund as going on holiday. Don't use John Lewis, even though it maybe cheaper or a better guarantee its a terrible service. I have used appliances on line twice previously and been happy with the service, I will be using them again for my new fridge freezer. Good job there is still some life in my ten year old fridge freezer, I predict it has more that John Lewis will have in the future if the poor service continues.
Scored 1 star as no option for a zero.
JOHN LEWIS!!!!!!!!! Never again
We ordered an oven from them which we couldn't place the order for until we got home as our card and address weren't in the UK (we've come back home to live from the US) and this meant it was a bit of wait for it to arrive with no oven facilities, but this wasn't their fault. It is very good and the guy who installed it explained how to use it. Food cooks well in it and it seems very easy to keep clean.
I urgently ordered a high chair from John Lewis as my son had broken his other, I paid for express delivery and 2 days after the item hadn't arrived I received a voicemail saying the item was out of stock and could I call them.
When I called I was told the item was not available and had been removed from the website but they wanted to see if I still wanted the accessory to go with the chair (no chair JL what do you think??) I told them how disappointed I was with the service and was given a "all I can do is apologise" I explained that I had used JL not because it was the cheapest but because I wanted a good level of service again a "all I can do is apologise" at no point was I offered any help selecting a replacement high chair.
I now have the task of sourcing another high chair/supplier as I live in a rural area and am in the early stages of a second pregnancy and feeling poorly and tired also dealing with my toddler I'm feeling quite exasperated about this task, so thanks for the appologies JL but it doesn't really help!!!
Mandy Walker ritiene questo recensione utile
i ordered a blu ray player from john lewis on the 12th july 2013 for my friends birthday on the 19th of july 2013.then shock horror is seen it had been dispatched by the nightmare that is citylink.so i emailed john lewis voicing my concerns and was told oh no citylink are 100% reliable.so today the 17th of july still the same lying tracking information on there useless website.so i emailed john lewis and was then told the parcel had never arrived at there depot but the tracking information said it had been scanned at there depot and was on route to the delivery depot MORE LIES FORM CITYLINK .so i emailed john lewis and asked for a refund.they emailed me back saying they had sent a replacement WITH YES YOU'VE GUESSED IT CITYLINK.i am furious they have just ignored my request for a refund and sent out another blu ray player with them same useless so called courier company will never do any more business with john lewis again the worst customer care i have ever had from an internet mail order company.im now passing all the emails and tracking information onto the uk trading standards,they wont listen to me but they might listen to them
We ordered a washing machine online from JL with express delivery. On the day of delivery JL left a message advising that they would deliver in 30 minutes. My husband went into the garden and returned into the house after 20 minutes to find that JL had been and gone, leaving a card with the time that they called.. We called what we believed to be JL customer service (later found out that the service is outsourced to Tele Performance), we were advised that we would be a priority delivery which could be up to 9pm. As we did not want a repeat of the morning incident we remained in the front garden or house but no delivery. We called in the morning and were told that they had tried to delivver in the afternoon but we were out!! We were again told that we would be a priority delivery, we asked for someone to call back to give an estimated delivery time. We did not hear anything so called again to be old that the next delivery would be made 5 days later. I had paid for express delivery so at this point I cancelled the order. JL paid us £30 for the inconvenience but my husband had taken a day off of work, we had waited around for a day and a half, had to wait for the money to be returned to our bank account and go else where to buy a washing machine that we needed urgently.
Would I buy from JL again - No there are companies out there who do not rest on their laurels and actually provide customer service.
Recently bought some lights in JL, cost me £50 each. Product is fine. I should point out that i bought them online as they don't sell them in store. Lights were duly delivered and on the delivery note it was clear that JL had just acted as a reseller, item was sent direct from their warehouse. So I Googled them and found i could buy the same thing for £27.40 instead of the £50 I paid JL. When i queried with JL they basically said tuff, we only price match if the competitor has a high street store, i pointed out that they only sold this product online but that didn't seem to matter. They have lost me and my family as a customer now.
I purchased a laptop off them a while ago. Then i realised it had a dual core i7 which i wasn't happy about and they took it back straight away after about 6 weeks without any trouble. They came a picked it up, then refunded it instantly. Brilliant company.
I shop online and always browse websites for deals and offers. John Lewis is one of the best sites with clean and neat shopping experience. I purchase loads of products with price match options and the delivery, packaging is great. No bad experience in past.
I was buying an expensive over £1k TV so went for JL as 5 yr guarantee appealing and have had good experience from them in past. But not this time.
Ordered TV and paid for their fast 2 day delivery service with day / time slot given by email. But TV didn’t arrive on day stated. Phoned next day and was told some unspecified problem in payment despite my A/C being correctly debited and hadn’t actually been sent yet despite email / online status saying it had
So cancelled order. Expect better when spending this sort of money. The emails and online status didn’t match the true situation with no sign of them attempting to inform me of true situation until I phoned. Won’t be using again.
TV 5 year gaurantee used to be awesome, now its a joke. John Lewis southampton use Les Preston ( hedge end ) whose service levels were a total joke. after a MONTH , JL finally gave up the ghost and refunded us completely and we had to get a new set.... OH for the good old days when you knew John Lewis was a brand you could depend on.... its not just TVs.. their flooring service was rubbish too, letting some scandinavian firm put wood of 15 different colours in the same box and no one seeming to care less.... no sorry,, their hey day is no more.....
I called at john lewis Nottingham with the intention of buying a coffe machine, nespresso, the sales lady was talking to a customer about a machine i was interested in buying. On listening to the sales assistant demonstrating the machines, i asked the lady she was demonstrating to if she would mind if i asked a question, which she happily agread.
But unfortunately the sales lady ignored me completely, turning her back on me, unable to demontrate the machine to more than one person. The sales lady even made a coffee
for the other lady completely ignoring the fact that i was a prospective customer interested in the taste of the coffee. After waiting fifteen minutes to ask more questions about said coffee and being ignored i left. feeling like the invisible man
I use John Lewis from time to time, and find it always convenient as they have such a wide selection of products.
Most of the time my experience was really good, fast delivery, easy check out.
On one occasion the products (large storage boxes in plastic) were not packed well and they arrived all broken. I had to call and it took a while, but the customer service was really good, they sent me the order again and were very helpful.
I have used John Lewis twice and I am very happy with the service and the delivery to Europe was super speedy. Their website is truly awful to use thou, they show out of stock items constantly, when you hit the back button it takes you back to the begining of your search results and not to where you were. Also sometimes their range of children's clothing is awful and I don't bother ordering with them.
I bought an oven from John Lewis with a 14 day delivery time frame, to be unpacked by the delivery team upon receipt and the rubbish taken away. Day 15 I called and chased the delivery up. To cut a long story short, all the onus was on me to chase until my oven was delivered over a week late. I say delivered- it was dumped on the grass outside in the rain by a disobliging driver saying John lewis were useless and 'you get what you pay for'. He then drove away and left me to work out how to get an oven into the house while not allowing it to get too wet. I will never buy anything from then again. Rubbish.
Mike Moss ritiene questo recensione utile
always having issues with this new website. well, its hardly new now, been up for months. this time (and not for the first time) i have got to the checkout and it refuses to acknowledge the address i have chosen that is my usual address, saying info is missing, on every line no less! - not the case. so i have to call in the morning and order, like i did before, no doubt at my own expense. the last time was weeks ago, so clearly it has not been resolved. wouldnt be so bad but one item i want has been out of stock for months - and ive just grabbed the last one left - or so i thought. you watch, by the time i call them in the morning the item will be sold to some one else. grrr!
After numerous purchases from John Lewis online they were my first choice on soucing this product a £999 Sony SVD1121Q2EB Convertible laptop, In future I will think twice.
I purchased this item online and waited 5 days for delivery only to my amazement to find this £1000 ultrabook was dispatched to me in a plastic bag upon opening the bag the sony box was damaged that badly it looked like a 2nd hand ebay purchase, i did not bother opening the seal on the box to check the contents, it had obviously been thrown around numerous couriers vans and warehouses on it's way to me. After 40 mins to customer service they dispatched another for the next day and assured me it would be packaged properly, but oh no! exactly the same as before. I have had Lego delivered to me more securely than this item.
I intend to take the unopened plastic bag back to a JL store for a refund
I would advise any potential customer who intends to buy an item like this to go to a store in person or choose another online website were the dispatch of higher value fragile items are packaged more securely
(My purchase order number 34908715)
I have to agree with your recent posts regarding deteriorating service at JLP. Firsty their stock levels are extremely low and you are are asked to order on-line. No point as you will probably buy at Amazon which is cheaper. Secondly, in common others, I have had several items which have obviously been returned but somehow end up by being resold as new. Thirdly, when you return a faulty electrical item you are directed to the technical support desk where it is common to wait for an hour. Fourthly, the restaurants are outrageously expensive, serving weak coffee and, in my view, very average quality food, an even worse experience because you are surrounded by dirty uncleared tables. I just dont believe their stories of increased sales, most of the stores look relatively empty.
I have twice bought items from the lighting department in Southampton. The first time I bought a ceiling light in which the bulbs were relatively recessed so that when I needed to replace one, I found it impossible to get the bulb out. I emailed the Southampton branch with a query but although I received an acknowledgment and the assurance that someone would reply to my query, no-one ever did. The second time I bought a lamp, which didn't work when I got it home. I noticed that the box had previously been opened and taped shut, so clearly someone had had the lamp open previously, which may have caused the failure. When I rang the shop, they didn't have any more in stock, nor on-line, but they asked me to post it to them so that they could refund me, which I'm annoyed to have to do because of the cost. I think there is a real problem with this particular department at the Southampton store. The rest of the shop seems to be extremely well managed and helpful.
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