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Dont buy from John Lewis

(54 Posts)
cockneygirl Fri 12-Nov-10 10:22:23

Here is my rant on my latest dealings with John Lewis.

Yesterday my neighbour had a new tv and aerial installed. He bought the package from John Lewis under the misguided and outdated belief that their service was superb and friendly. Beware! JL has expanded so much and trying so hard to join up with the rest of the retailers and to save costs now outsource everything outside their shops to contractors.

There were two fitters who came to install the aerial. And as we sat down to lunch there was a God-Almighty crack as they dropped a bracket onto the skylight cracking the glass and shattering shards of glass all over the kitchen. It was a complete nightmare. Tiny splinters of glass all over the kitchen and front room. The guys were unsympathetic. I had to insist on an apology which one of them mumbled reluctantly. And they never came to my front door to apologise. I was absolutely furious and trying to maintain my calm over the garden fence!

In short, and to cut out a very boring and tedious tale of an afternoon spent on the telephone to JL customer service, then the next company who then finally referred me to the actual engineering company who had fitted the aerial. The solution to clean up all the glass was to send the Chuckle brothers over to clean up the mess. You can imagine my answer to that one.

I had to throw out all the food on the counter. I had to get on my hands and knees to clean up all the glass. And my top tip is to wipe up the glass with a slice of bread first and then hoover. Also I had to keep my 3 year-old out of the area. Not easy and then I had to shake out all the sewing fabric I had laid out on the floor to work on. So I didnt get to sew but I had to deal with a broken skylight and as we ran out of time no glaziers wanted to come out to board up the problem.

Four months ago we moved into this house. We decided to be very extravagant and bought a very expensive fridge/wine cooler/freezer combo exclusive to John Lewis. But it was made by Electrolux and installed and delivered by Britannia the well-known oven and hob people. Not known for installing fridges especially expensive ones said the fitter with a wink when he came over. That turned into a nightmare that lasted 5 weeks. Again the details are too boring to relate and I am sure that you are losing the will to read any more. But in short - John Lewis is not what it was. If you think you are buying into the service you aren't you, really aren't.

We always buy big electrical items from JL. But my partner has just bought our latest 40" tv from Richer Sounds. We had an issue which was quickly resolved with no hassle. It didnt even occur to us to try JL.

thisisyesterday Fri 12-Nov-10 10:23:54

so, don't buy from john lewis in case the guy fitting someone's ariel ACCIDENTALLY drops something?


elsiemarley Fri 12-Nov-10 10:42:08

Is your post a wind up? Lol...

You mention a huge TV, are you on benefits too?

ruddynorah Fri 12-Nov-10 10:48:46

Gosh you sound up yourself don't you?! Your <latest> 40'' tv fgs.

Did you think john Lewis makes its own electrical, seriously? Didn't you know most electricals are made by the same 2 or 3 companies?

As for installing a fridge..what's that? Plugging it in?

BeenBeta Fri 12-Nov-10 10:48:49

The thing is though JL do sort things out when they go wrong - unlike some other companies who absolve themselves of all responsibility once an item is thrown off the back of the truck in your driveway.

Richer Sounds are an equally excellent company as well though.

suzikettles Fri 12-Nov-10 10:53:29

I've always had great service from JL. When I can afford it then I'll always use them over companies like <spit> Comet.

thisisyesterday Fri 12-Nov-10 10:56:08

i must admit i have found that if you buy online JL customer service can be awful. but if you have bought in store and can go back and deal with store staff they've always been excellent

WideWebWitch Fri 12-Nov-10 10:59:49

Oh I LOVE John Lewis.

All my experience with them has been fab. I've bought electrical items from them and almost all my Christmas shopping.

Service great, products great, lovely shop.

PocketMouse Fri 12-Nov-10 11:06:17

Well I've had a couple of things from JL recently (always online) that I've needed to contact customer services about. One was an item that broke after a couple of months - courier quickly arranged and replacement sent. Second thing was an item that got damaged in transit, again, courier arranged and replacement immediately sent. I always contact them via email (so I have a record of the conversation) and have no cause for complaint whatsoever.

For large electrical goods we always use JL now.

nancydrewrocked Fri 12-Nov-10 11:10:20

Sorry I love JL - wont hear a bad word said against them.

Frankly I have no idea why people put up with the crap you get in places like Commet et al when JL is often the cheaper alternative.

ClaireDeLoon Fri 12-Nov-10 11:15:46

'Don't buy from John Lewis' (I added an apostrophe for you smile )

Crazy, crazy advice, my life would END if I had to stop buying stuff from John Lewis. They have the best customer service I have ever dealt with.

MickyLee Fri 12-Nov-10 11:16:16

So what did you except them to do? I mean what do you expect them to do to make it good customer service?

amazonianwoman Fri 12-Nov-10 12:25:48

Don't knock John Lewis, they're the best department/retail store in the country. Service, price, quality, choice, professionalism of staff (shop floor and customer service)

I recently bought a new Dyson from Currys (only because I could trade in my old vacuum for a £75 discount) and I was horrified at the lack of knowledge & unprofessionalism of their staff. John Lewis are streets ahead smile

bunnymother Fri 12-Nov-10 12:33:12

Woah! Poor OP! She has had a couple of shocking encounters w John Lewis and came on to warn us. Fair enough, and quite helpful, too. Sounds like she had a crap afternoon, and even though John Lewis may not have been able to prevent what happened, clearly she wasn't happy with the solution they came up with. And this just adds to her bad impression of JL from her fridge experience.

For what it's worth, I have been v happy with JL, but appreciate that its not the case for everyone and that these sort of forums are really helpful in providing different perspectives.

scrappydappydoo Fri 12-Nov-10 12:34:57

Well accidents do happen and they did offer to help you clear up (which you declined). Ok the blokes could have been more polite but I presume you have house insurance who will assist with clear up?

MiraArte Fri 12-Nov-10 12:38:18

Message withdrawn

fifitot Fri 12-Nov-10 12:42:24

I have always found them marvellous tbh.

LadyintheRadiator Fri 12-Nov-10 12:42:56

So an accident happened and you think that somehow it's John Lewis' fault?

I wanted to order a necklace for my mum earlier this year and it was out of stock. I phoned customer services to ask when thry might be getting more in and the woman I spoke to said they weren't...she then phoned several branches for me to try and find one, and when there were none she contacted the supplier directly and arranged for themto send one to me by courier, free of charge. I didn't ask for any of that btw, they are fabbo.

thefirstMrsDeVere Fri 12-Nov-10 12:43:01

When I go into JL i feel all safe

Its like a big shiney, beige blankie.

AntonDuBurk Fri 12-Nov-10 12:43:48

Actually, up to yesterday I'd have lept to JL's defence. And still think they are heads and shoulders above much of the competitipn but we had a faulty tumble drier delivered a month ago. Was fobbed off to contact the manufacturer and they are now refusing a replacement as no record of our first call within the requisite 28 days.

Still waiting for a call back from the escalation team.

So, I wouldn't slate them, probably still give them 70% of our household purchases (including Waitrose food) but do agree that their "no questions asked" customer services policy is gradually erroding. Probably more to do with current economic climate than expansion IMO.

donnie Fri 12-Nov-10 12:46:55

JL is my second home. I love it so very much.Sounds like the OP had a horrid experience though.

Guacamole Fri 12-Nov-10 12:55:41

I do like John Lewis, but I definitely wouldn't by household appliances or electrical goods for them; they are so much cheaper elsewhere!
I've also always been impressed with their customer service... However I did watch that programme about them no that long ago, when they were opening their Cardiff store and all those little John Lewis home things and I seem to remember them making tonnes of their customer service staff redundant. I'm pretty sure it used to be a case of customer services within the store of purchase dealt with the customer but now they have one big sooper dooper customer service. Do maybe that's the reason some posters have had problems.

Guacamole Fri 12-Nov-10 12:56:48

Eurgh typos! Sorry!

PocketMouse Fri 12-Nov-10 12:57:31

Guacomole - not necessarily, we've found prices to be comparable (fridge/freezer/over/TV, all from JL, all same price or v similar to elsewhere), and online orders over £30 come with free delivery, which a lot of the bit electrical retailers don't do (IME).

PosieComeHereMyPreciousParker Fri 12-Nov-10 13:02:13

I love #John Lewis. Their warranties often make things cheaper.

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