To never buy anything from John Lewis ever again?

And don’t get me started in the assistants in the shoe section. It’s as if they don’t actually want you to buy anything.

We were replacing the range cooker after 20 years. We bought the last one at JL and DH was enthusiastic about going back there for the confidence as it’s a large purchase, but their call centre was so off putting that he went to an online retailer and put it on his credit card for some extra security. So far so good but it is a real shame for JL. I will miss it when it goes.

No, they could never afford that promise in the internet age.
To my (slight) shame I googled an item whilst in the queue to pay in JL, found it online on what was basically a website outlet with a small shop attached to it, so they price matched that after some discussion.
The slogan was never an honest one anyway, as arguably they should have reduced the price of that product in certainly that JL store and really all of them, which they didn't do, so they were selling that product 'knowingly' at a more expensive price than another retailer.

"Never Knowingly Undersold" is gone now.

Currently having a nightmare with John Lewis trying to arrange a returns collection. Should be simple, but ten emails later I've waited in twice for a courier who didn't arrive, spent half and hour on the phone to someone who didn't have a clue, and decided to shop elsewhere.

My friend works in john Lewis. She has told me for ages that new staff get no training, literally zilch. They are totally left to deal with customers with no knowledge of what they are doing.
That probably explains why things are so bad now.

I can’t recall why but there was some issue with getting this item sent back. We had it delivered straight home, and for some reason JL needed it sent back to them direct. Very odd.

If you were sent an incorrect item, could you not send it back via Waitrose which you say you use?

I've had odd items in deliveries and in fact a complete order (with the recipient's name on the receipt) and I just returned it as 'normal' to Waitrose, by completing the form/ receipt saying 'not ordered this item.)

@NoodlesMcGee Yeah, I'm still really annoyed with myself that I didn't escalate it. I do however tell the story to everyone I can, and whenever I see a report of JL struggling I hope I've played some part by warning people off! They were the top of the range towels too, nearly twice the price of the next level down. Dreadful quality. Got some on offer from M&S for significantly cheaper and they're still nice and soft all these years later.

I've had a mixed experience with them. Recent collections and returns via Waitrose have been so easy, I've really appreciated that.

However, I have had a couple of really frustrating experiences. I had a babygro delivered to me as part of an order of multiple items - no idea why, I hadn't ordered any baby clothing - and JL made it such a huge hassle to return it. I had to wait for ages for them to arrange a courier to pick up, after I explained that I was not going to spend my money posting the unwanted and un-ordered item back to them!

Also, I've noticed that they can be really slapdash with packing. I recently ordered a couple of mugs online and they were delivered completely smashed. They had not been properly wrapped up and were rolling around in the box with one loose sheet of bubblewrap floating about in the box. Bizarre.

I don't feel like JL have that cachet or reputation for being a leading brand anymore in terms of customer service and quality. Sadly, I can't think of many high-street or 'regular' brands that do.

@OtherS - that sounds appalling for your poor Mum. How rude of that Customer Services Assistant!

That's interesting. There was certainly a point when their CS fell off a cliff.

I've only heard awful things about Curry's though in last few years.

If it's been outsourced to Capita, aka Crapita, then it's no surprise that standards have dropped, Crapita have made a mess of almost everything they've touched.

I used to work for their online entity from 2013-2017. They're were great until the contract was outsourced to capita at some point in 2016 i think? I literally witnessed the downfall. We used to be able to do so much to rectify matters for customers where things went wrong but nowadays, it's really not the same. Personally I tend to go to curry's now as their service is a lot more like John Lewis's used to be.

I got fed up with paying for next day delivery and my order not arriving until a few days later. I did get refunds but it's not the point, if I wanted a random delivery I wouldn't pay for next day!

I ordered a laptop online from JL. It stopped working after a couple of months. They refused to collect it and said to take it in to store. It would then take 3 weeks for them to identify the problem. My nearest JL is 20+ miles away. That's why I ordered it online. JL refused to budge.

In frustration I contacted the manufacturer. They collected it the next day and returned it 2 days after that.

I will never buy anything like that off JL again.

John lewis have been overtaken by retailers such as AO.com in my view.

Bit of a mixed bag here. Had an issue with some Bose headphones I'd bought and they were replaced next day with a simple phone call. We had a washing machine delivered and it was badly damaged - the driver took photos, and in spite of repeated attempts to have it exchanged (huge dent in front and side) we ended up taking their offer of £50 off as it was like pushing water uphill with a fork. They are also very slow with refunds, my DD ordered 4 coats for choice for her birthday gift from me and it took 26 days to get my money back even though I had proof of return.

I'm having problems with SCS. Any pointers would be gratefully accepted 🙏

I don’t know enough about your return to know whether it was you or they that were difficult. You’ve given zero details or context. It sounds very unusual to need 15 emails. There’s a complaint escalation tab in your online account and you can create a “case” if you are dissatisfied and want compensation.

I buy all my white goods from there and as much as possible of the rest. I have a John Lewis credit card and get vouchers to spend and perks connected to it.

I’ve had some issues over the years due to the sheer quantity of purchases - from mattresses to cutlery to light bulbs to kitchens/bathrooms. They’ve always ended up rectifying to my satisfaction and if they’ve really messed up they give goodwill compensation - something you will not get elsewhere.

I had a light that was faulty after 3 years - where else gives a 5 year warranty on lights? They paid for my electrician to take it down and gave me a swift refund.

My Bosch dishwasher is currently faulty. I called them on Monday and an engineer is coming tomorrow. When they fitted it last year the fitters fixed one of my cabinet doors for me at the same time 😮

They give double the warranty on electricals as standard. That is worth a lot of money! If I buy an iPad for almost a grand I think it’s awful Apple only provide a warranty for a year - but John Lewis will give me 2.

I have a John Lewis branded washing machine and fridge - they’re made by Electrolux and I have no complaints. They came with 3 year free warranties - again no one else stands behind their products like this.

A few years back I bought a bread machine for Xmas for my parents. They delivered it in branded wrapping and ruined the surprise. I complained and got £50 goodwill compensation. You do not get service like this anywhere else.

I also like that they’re a Co Operative. One of the largest in the UK.

So, for a host of reasons, I will continue to shop there 😀

I've found them a nightmare lately too. Spent ages on the phone to rearrange a collection as Evri didn't turn up. Simple, surely? Pleasant but clueless guy. Got nowhere. Trying again by email.

Still have a "case" pending for a faulty item under guarantee (JL guarantee doesn't seem to mean much). Haven't heard back in nearly a month.

It's not what it was by a mile.

I need a cordless vac and an airfryer. Not going to risk JL's costumer service again. Will specifically avoid John Lewis.

This is so sad as I have always had such good service from John Lewis. I bought a Bosch kettle which failed just under a year after the purchase. I took it back and was offered a new one immediately and a suggestion of the best buy which I took and still have some years later. The Bosch was badly designed hence the fault product. Recently bought a TV so hopefully it’ll be OK!

I gave up JL a couple of years ago after an order gone wrong and it took actual months to get it sorted, a ridiculous number of phone calls and just rudeness from what was suppose to be the higher level complaints team.

John Lewis own brand I think might be Zanussi. I ordered larder fridge and freezer [Zanussi] fine and also a Washing Machine - Samsung - fine- took old one and offered to fit new one. It’s sad that so many people have experienced poor service - but so far so good and all the receipts are online - so convenient.