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John Lewis really hacked off...Aibu?

(26 Posts)
Badvoc Sun 30-Sep-12 18:02:49

Ordered da2's Xmas gift from us, pils and my parents.
Galaxy tablet Pc.
It was on offer and I had a voucher so it seemed a really good deal.
Ordered online in weds and it said 3-5 working days for delivery.
I have come home from pils to a "sorry we missed you note" through the door.
It's said "parcel behind gate"
We only have one gate and its always locked as it gives access to the back garden.
It's about 7-8 feet tall I guess.
This parcel - with the tablet inside - had been thrown over the gate and had fallen approx 7-8 feet into concrete.
The box is bashed in one side and there is also a hole.
When I opened it there was one piece if brown packing paper as packaging...the tablet box rattled around like a pea in a shoebox!
The full price of this item is £200.
I am really pissed off about this.
Since when is Sunday a working day?
Since when is a bit of brown paper adequate packaging?
And who just lobs a parcel over a gate!!
Am ringing them tomorrow.
Aibu being so cross and what should I say/expect from them?
Thank you.

ujjayi Sun 30-Sep-12 18:05:37

Call and complain. Loudly. JL usually has excellent customer service. However they do sometimes use external courier services rather than their own but they should still have some input into their behaviour with customer's purchases.

TheFallenMadonna Sun 30-Sep-12 18:07:49

You say that the parcel and contents were damaged and as it was not signed for on delivery (as you were out), you were not in a position to inspect it.

Ask for them to arrange to pick it up and send you a new one.

Badvoc Sun 30-Sep-12 18:08:38

I just can't get over someone actually choosing to lob a parcel over a gate into goodness knows what!!l

Badvoc Sun 30-Sep-12 18:09:02

Thank you

BeaLola Sun 30-Sep-12 18:30:54


No you are not being unreasonable - M&S have done this twice to me - their excuse is that they use an external delivery service - my response - I'm not interested - as far as I'm concernced they are delivering on your behalf & this is completely unacceptable.

Re JL - waited in as arranged all day for a vacum cleaner to be delivered - they did not come & basically said I could stay in again ! I cancelled the order & demanded refund.
I would refuse to accept package that had ben thrown over gate & insist on replacement etc being delivered at your convenience.

Good Luck.

Nanny0gg Sun 30-Sep-12 18:32:13

Our Next courier has been known to do that. My DC ordered some suits to try before starting a new job and they were lobbed over the gate to land in a crumpled heap. The weather wasn't too good either.

Wouldn't mind, but we have a shed things can be left in!

McHappyPants2012 Sun 30-Sep-12 18:34:27

How do they know a customer will not say I had your delivery slip but can not find the parcel.

Op Yanbu phone them

LadySybildeChocolate Sun 30-Sep-12 18:36:54

It's the delivery company's fault, not JL.

Melty Sun 30-Sep-12 18:38:58

I find if you phone JL, they are pretty good.
I had some stuff due to be delivered, and it came early (within 2 days), so I wasn't in. My neighbour is very good and normally takes packages for me but she was away.
I couldnt do anything about the delivery, as it was about 11pm when I got in that night. They then attempted redelivery the next day. I rang JL, they organised redelivery to my work, without any difficulty.
You have had an expensive item mistreated, ring them.
They will sort it out.
And you may get someone low down the food chain on the phone, so if they are no help ask to speak to a supervisor. Keep saying Customer Service.

cozietoesie Sun 30-Sep-12 18:57:03

Tell them you ordered from JLP and not FEDEX.

parcel delivery


IvorHughJanus Sun 30-Sep-12 18:58:50

Have had two deliveries from John Lewis in last 2 years, both times have found their packaging and customer service to be nothing less than shit. No idea why they have the reputation that they do. Good luck getting anyone to answer the phone or to give a fuck if they finally do. Bastards.

Llareggub Sun 30-Sep-12 18:59:48

This is why I am moving away from buying online.

sunnyshine Sun 30-Sep-12 19:01:24

I too am soo pissed off!! Ordered my dd birthday present from them ( a sewing machine) came just in the actual box with a plastic envelope stuck on the top so no packaging at all!! Luckily the dd who it was for was at school! Complaining tomorrow!!

Trills Sun 30-Sep-12 19:04:31

Definitely the delivery company's fault, but you can just complain to JL and they will have to deal with the delivery company.

I'm sure they will be very reasonable about it.

NopofacehaveI Sun 30-Sep-12 19:09:23

Message withdrawn at poster's request.

NopofacehaveI Sun 30-Sep-12 19:11:05

Message withdrawn at poster's request.

wonkylegs Sun 30-Sep-12 19:17:52

I would just complain to JL if they get enough complaints about external couriers they will stop using the worst ones.
Tbf I order an awful lot from them an ime it's generally overpackaged (ordered a sheet the other day which came in a rather sturdy box which had the sheet wrapped in bubble wrap hmm ) rather than under packaged and have had no problems with the deliveries.

NorbertDentressangle Sun 30-Sep-12 19:24:29

Sounds like a Yodel delivery judging by recent threads on here.

Do you have a Waitrose near you Badvoc as you can collect from them and be assured that you stand a chance of getting the item in one piece (and not pay P&P)?

CelstialNavigation Sun 30-Sep-12 19:40:25

JL changed their delivery service/provider about a year ago. There was a flood of complaints to the Guardian Money Section about mess-ups with delivery and wedding gift list service in particular.

I keep reading stories like yours and wondering why they they don't sort it out - for a firm that prides itself on its reputation, you would think the negative publicity they are getting would matter more to them than the money they are saving by going with a cheap delivery provider.

CelstialNavigation Sun 30-Sep-12 19:44:40

Actually they are supposed to have stopped using Yodel at the end of 2011 so in theory things should be getting better confused

GetDownNesbitt Sun 30-Sep-12 19:47:40

This frequently happens to us.

The best one ever, though, was a guy who broke into the cupboard built in to the front of my house to leave a parcel. It is like a cupboard under the stairs but external - he must have used a credit card to slide the Yale lock off, put the parcel in and then shut the Yale. Totally denied it, of course.

We now have a better lock!

Badvoc Sun 30-Sep-12 21:43:58

It was Hermes.
Thanks for the comments.
It's really nice to know I anbu!
I have had issues in the last tbh.
Duvet came , not packaged at all and box all damaged.
Had a nightmare last year wrt to a rumble dryer took on comedic proportions in the end...
Will let you know how I get on tomorrow...

Badvoc Mon 01-Oct-12 11:08:14

...have phones and sent an e mail.
They are sending out a replacement on Friday.
They are blaming the courier company, but they didn't pack it, did they?
Waiting for call/e mail back...

blueraincoat Mon 01-Oct-12 12:58:51

I had this with a mug I ordered from JL. They just wrapped it in some paper and sent it in the post, it arrived in 7-8 pieces. Who does that! When I spoke to them they sent me a new one for free, also wrapped in just paper. In the end I asked them to put it in more packaging and it came in bubble wrap in a box surrounded my packing peanuts in another box. One extreme to another!

Their customer service is excellent though. Can't fault it. Hope they have sorted it out for you!

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