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That I think John Lewis.com customer service is utterly crap

(13 Posts)
BuntCadger Fri 05-Oct-12 16:30:49

Bloody oven saga on another thread. So fed up with them now.

emeraldgirl1 Fri 05-Oct-12 16:34:29

I feel your pain. Two weeks ago I spent (literally) an entire afternoon/evening on the phone to 12 - 12 - different people from John Lewis.com customer service, having to explain each time afresh to EVERY SINGLE ONE that they had made a mistake with delivery and that they shouldn't have abandoned a washing machine in the middle of my kitchen without fitting it as arranged. Made all the worse by the fact that every single one of them immeditately acknowledged it was entirely their mistake but they still couldn't quite get their act into gear to fix it. I finally finished on the phone with them at 9.30 that night. I wanted to cry.

OnwardBound Fri 05-Oct-12 16:36:17

Can you link to your previous thread?

So sorry you are having a rough time.

It is so energy draining when you are left chasing incompetent or disinterested customer service.

brew

OnwardBound Fri 05-Oct-12 16:39:43

or should that be 'uninterested' customer service?

<racks brains trying to recall appropriate word from last night's guide to proper grammar thread>

MothershipG Fri 05-Oct-12 16:40:02

Sorry I love them because they have just agreed a price match to the Debenhams website so I get an accessory for my Kenwood Chef for £10.60 instead of £80! I'm so happy.

Sorry you're having problems. blush

chipsandmushypeas Fri 05-Oct-12 16:40:32

It is crap. I travelled ages on the tube to go and look at pushchairs and carriers, when I got there I could've done with advice and shown demonstrations etc except there was no one to help me, stood around for 30 mins, asked a manager but nothing so I left and bought it elsewhere.

JarethTheGoblinKing Fri 05-Oct-12 16:43:37

I've always had amazing customer services from them. The one time there was a misunderstanding relating to collecting a faulty item, they gave me £30 compensation!
I haven't seen your other thread but do you call them or email. I do find that the service is v good if you go via email, but on other threads like this I've noticed that some people have had problems if they ring up instead.

Clawdy Fri 05-Oct-12 16:47:17

Always found them brilliant,have to say.

BuntCadger Fri 05-Oct-12 16:52:55

I used to love them and historically they've been great... In store.

Online they didn't deliver Xmas gifts 2 years back. Instore sorted it.

Online the bed supplied was awful (springs coming through) had to be replaced 3x... Sorted finally Instore.

Oven bought online, issue after issue. 5 week wait and oven here but not installed till 15th so having to find somewhere to put it and continue with the crap dangerous one. Latest letter is:

Dear Mr Xxxx

Thank you for your email. Further to my telephone conversation with John Lewis I had expected the delivery, installation and removal to be 'seamless', as was promised. I was also told I did not need to contact Samsung regarding their planned delivery for today, as John Lewis would liase directly with them.

Unsurprisingly this hasn't happened and I am now having to store the new oven in its packaging until the 15th October. 

This is not ok for any customer, let alone one with a very young family. One is just learning to walk and another has autism. I had called to try and avert this situation.

The John Lewis brand oven we have is dangerous and the door gets extremely hot which is an issue as we have an open plan home. 

The shelves do not have safety ends to stop tipping so both myself and my husband have been burned.

I am thoroughly disappointed with John Lewis and this is not the service that has been advertised by your company.

My husband is now having to be home from work for the 15th for the installation as I will be caring for my youngest children and will not be able to oversee the installation and removal.

This is yet another inconvenience from John Lewis. We have had to cancel several family parties due to the fact the internal size of the oven is so small we weren't able to cater for our guests. 

Why on earth was such a simple thing, as purchasing an oven from what was my favourite company, become such a nightmare? We spent our gift vouchers from our marriage towards this oven, which we had planned to 'christen' with our 1st wedding anniversary meal. Totally disappointed. 

Also the time scale has been beyond belief. This is just not good enough.

Yours sincerely and totally fed
Buntcadger

I

PeazlyPops Fri 05-Oct-12 21:17:33

Customer service instore is fantastic, but johnlewis.com is dire... It's like two different companies!

BuntCadger Fri 05-Oct-12 21:37:26

Peazley it is, totally different.no response from John Lewis..

ThreeWheelsGood Fri 05-Oct-12 21:55:33

Unfortunately I agree, I'm waiting for a pram, order received but nothing happening so have called numerous times, keep being told it'll be in stock any day now, the site shouldn't have let me order if it wasn't in stock!

doorbellringer Fri 05-Oct-12 22:12:36

Do you feel you have been knowingly undersold? Lying bastards in their adverts. meant to be light hearted to make you smile at the irony

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