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?
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Style & Beauty
Terrible John Lewis Customer Service
20 replies
maplesyruppancakes · 09/11/2016 20:32
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