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Terrible John Lewis Customer Service

(21 Posts)
maplesyruppancakes Wed 09-Nov-16 20:32:07

I use the Click and Collect service fairly regularly as it is quick and convenient. I've always really liked John Lewis for various reasons but am pretty fed up now after terrible customer service. I do a lot of online shopping so can compare with other companies too.

I have had problems with obtaining a refund after returning all or part of an online order three times in a row now. They seem to refund part of the order but not the majority of the items. It is therefore obvious that they have received the parcel but are delaying giving a full refund so they will, for example, refund me for a pair of tights but not for the far more expensive dress.

I have called their customer service line twice in the past couple of weeks to chase the refunds. One of the calls took nearly 30 minutes as the operative was so slow. They both assured me that the items had been received and that the refund would be processes within 3-5 days, etc. 3-5 days passed and still no refund for one of the orders so I have emailed and they are just fobbing me off. One representative has stated that it takes 28 days for Paypal refunds, another that it will be in my account within 3-5 days.
I am really frustrated and feel that they should refund promptly when the goods were clearly received ages ago.
Has anyone else had this experience or other poor customer service from John Lewis or any other companies?

fiorentina Wed 09-Nov-16 20:35:55

Occasionally I've had delays but the refunds have always gone through reasonably quickly when I've refunded via Waitrose? Sorry you've had rubbish experience, they are usually pretty good.

user1471539124 Wed 09-Nov-16 20:50:54

I've had to call them today I collected my order returned home to find only one item in my package delivery note has only one product on it other item missing.person on the phone said he'd call back he hasn't. I'm livid shall be going out of my way tomorrow to visit the store. I'm not happy at all.

witsender Wed 09-Nov-16 21:27:22

My mum returned a pair of unworn shoes, in the slightly battered box they came in (they came in the post, cardboard isn't very strong!). JL sent them back again with a rude post it saying "send back to customer, damaged box, no refund". And nothing else.

She was not impressed.

ilovecherries Wed 09-Nov-16 21:45:41

I haven't (yet) had any problems with JL but I am currently cursing Landsend, who haven't refunded a coat yet after two weeks. Given you pay for postage and returns there, I probably won't use them again.

ivykaty44 Wed 09-Nov-16 21:49:30

Tbh JL customer service is known to be awful

I used to have store card etc but now just don't bother shopping with them as they are PITA

llangennith Wed 09-Nov-16 21:53:34

I loved John Lewis and if things were similarly priced I'd go for JL every time. Till it came to my fridge delivery. I missed my slot by 5 mins (trafficangry) and rang to ask if there was any chance I could meet the delivery truck and transfer to my car. I wasn't hopeful and it wasn't to be. But the Customer Services woman was unbelievably rude and spoke to me in "Fuck off" tone. Fridge was delivered two days later. But I'll never again buy anything needing delivery from JL. Last two big items I've bought from AO. Prompt delivery and polite customer services.

orangebird69 Wed 09-Nov-16 21:54:37

Tweet them. Always gets the right response.

Badders123 Wed 09-Nov-16 21:58:06

Yep
I've stopped buying from JL online
They can take 21 days to refund
It's ridiculous
They can take the payment out straight away but it takes 21 days to refund!?
Come on!!
Also had an awful issue with a tumble dryer delivery - they tried to deliver it to my old address 3 TIMES
3 days waiting in all day
So many hours spent on the phone!!
They eventually gave me £100 gift card but it was such a bloody faff
Never again!

Ticktockwedontstop Wed 09-Nov-16 22:00:09

Their customer service call centre is outsourced with CSA's on minimum wage. I have heard they struggle to keep the good staff due to conditions and pay

Bertucci Wed 09-Nov-16 22:04:38

What a shame - I have always found John Lewis customer service to be excellent and I always shop there because of it.

DrE678 Wed 09-Nov-16 22:04:46

I had quite the opposite experience. A parcel went missing that we desperately needed and it was replaced the next day. When the original item finally turned up they allowed me to keep both even though they were relatively high value items. Customer Services were more than helpful. That's such a shame you've had a bad experience, I always thought JL were meant to be very keen on good customer service.

EnriqueTheRingBearingLizard Wed 09-Nov-16 22:28:02

Sod Tweeting. I emailed Andy Street's office direct. Twice.

They've gone so far downhill it's quite astounding.

maplesyruppancakes Thu 10-Nov-16 09:02:18

Interesting to hear other stories.
The emails I have been receiving are irritating me as they are clearly not reading what I have written. Finally had someone sensible respond who is forwarding it to a manager.

I'm not on twitter although tempted to make an account if this drags on any further.
Is Andy Street the CEO enrique? How did you get hold of him?

I really think they need to improve. I find good customer service so important and it undoubtedly affects which store I buy from.

EnriqueTheRingBearingLizard Thu 10-Nov-16 09:08:00

Andy Street's now absent trying to become Mayor for the West Midlands, so try www.ceoemail.com/s.php?id=ceo-9070

I got an apology phone call, but they didn't follow up as promised, so I further complained about that. They need the feedback.

Good luck maple.

maplesyruppancakes Thu 10-Nov-16 09:48:29

Thanks enrique, that's really helpful.

I might just try that if I get fobbed off by the manager too.

So frustrating and not good enough considering the size and reputation of the company particularly.

Thanks again.

orangebird69 Thu 10-Nov-16 09:52:36

Tweeting works. It's public. Many followers see it. It's got me new luggage from BA, a refund and compensation from John Lewis and a free weeks holiday for my mum. Give it a try!

lifeafterdropoff Wed 14-Dec-16 14:33:18

Yes! And we are not alone. Look at other review websites and their rating is appalling. After 35 years as a loyal customer, I have dropped them after reading an excellent article in the Guardian which explains why this once great company is heading for oblivion. The title says it all "Has John Lewis lost its way?" Worth googling.

JanetStWalker Wed 14-Dec-16 16:04:56

I've had exactly the same experience regarding only issuing a partial refund. V. frustrating being told that it had all been refunded yet my PayPal account told a different story.

They kept fobbing me off telling me it would be investigated and that someone would get back to me within 24 hours, they didn't. I ended up spamming their inbox with screen shots of my PayPal account 2 weeks after the partial refund.

In the end they grudgingly refunded the missing item but the level of customer service was so abysmal I told them so in no uncertain terms.

HappinessLivesHere Thu 15-Dec-16 11:13:24

We shop there a lot a we've always had amazing customer service from them. We do always go into store though.

phoolani Thu 15-Dec-16 15:09:26

A JL white goods delivery man/installer - who was completely bloody brilliant, going well above and beyond to fit my washer - told me that because it was known that JL had such a great customer service people used to try on all sorts to diddle them. This is why we can't have nice things.

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