To never buy anything from John Lewis ever again?

I had problems with a television that we purchased from JL. They logged our call and set a time to call us back in the early evening. This did not happen so I called them back to chase. I asked why the call back had not occurred (politely), and the call handler said was I interested in getting my tv fixed or just nit picking their service?- in short very rude. I think they have gone down hill. I would tend to use Amazon rather than JL.

I feel John Lewis has gone downhill & (yes, I have started to shop elsewhere!)

I had my MacBook repaired this year but they didn’t fix all the problems. They agree the problems are in their remit to fix so I had to send it off a 2nd time for repair. I think that was very sloppy of them.

I generally find them a faff to deal with in recent years. Once I ordered a watch strap online, and asked to return it as it arrived faulty as the metal was discoloured. They didn’t give me a return label but instead asked me to visit my store and speak to customer services. I don’t live near a store. I went anyway and the store processed the refund, no questions asked, they had no idea why I was asked to visit the store. So I found that to be a waste of time, when I could have easily posted it back for a return.

Ordered an item from them; it wasn't right so tried to return it. They refused the return saying it was used and in bad condition (it wasn't used at all and was returned with tags). They sent it back to me but in an open mailing bag so the tags etc. I had sent back fell out in transit.

I asked them to look at the tracking info for them mailing it back to me as the delivery photo proved the item was returned back to me in an open bag, they couldn't care less that the Item was returned to me in worse condition than I had sent to them.

Told to return item to a store for inspection, my nearest store is 1 hours' drive away and I don't drive. Even If I do take the item to a store, it's now missing the labels due to them sending it back to me in an open bag so the return is likely to be refused for that reason alone.

Yup! We had a faulty pushchair and JL made me deal with the manufacturer directly to sort a replacement.

I had a 4 week old at the time so wasn’t like I was twiddling my thumbs. I had to ask them for a voucher to make up my time spent and they sent me £20, so stingy seeing as it took me hours and it was their problem!

John Lewis is an established British retailer whose reputation preceded them. That reputation was based on high standards of customer service. Posters are lamenting that those standards have dropped and are disappointed. Your post just seems to want to stifle any discussion which is strange

Had the same experience- fault with my babies car seat - even though the manufacturer agreed it was faulty JL were impossible to deal with. Have been left with the situation where a replacement seat was delivered but still have the old one “if you could drop it into the shop when you can”

I stopped using them a couple of years ago after another failed dishwasher saga.
The local shop/ servicing agent is a little more expensive, but installs, removes etc without charge, arrives when they promise and stand by the products they sell. You know like JL used to be.

They work for JL probably😁

We used AO recently for new appliances for my elderly mum, for exactly these reasons. They were fantastic, rang me 3 times on the day with more accurate time slots and installed and removed both appliances expertly. Would not go to JL now, it's such a shame as it was the go-to for years, but they can't be trusted if something goes wrong.

They won’t be around much longer, they’re going the same way as places like BHS and Debenhams etc. I’d find somewhere else to purchase things.

I’ve only ever had positive experiences with them so I’m sorry so many people have had a bad time. Excellent customer service was always their USP so they need to sort this out sharpish.

Sorry OP but I have had a similar experience with a washing machine which was broken on delivery. The online/delivery part is awful; in store is a lot better, but only if you can take stuff away with you on the day.

In my case, we paid £25 extra for them to take out an old machine and put the new one in. The "experts" they sent couldn't do either. When we eventually got the ordered new machine, DH &I had removed the old one, and under his tuition, I plumbed the new one in. Took me 5 minutes. Their "experts" had barely a brain cell between them.

Has the law changed? It used to be the case that if you bought from Store A then they were responsible for replacing faulty goods etc., your contract is with them, not the manufacturer. I recall an argument about a pair of shoes, I was told to send them back to the manufacturer but I stood my ground and the shop dealt with it.

Been like that for years now. Made my mum cry about 5 years ago - their most expensive towels turned to sandpaper after 6 months and she was informed that she clearly didn't know how to use a washing machine. Despite the fact she was washing them as per the label, and had obviously been successfully washing towels for longer than that particular 'assistant' had been alive. I very much wish I'd put in a formal complaint, I've never shopped there since and never will.

Had an awful recent experience with them, their call centre customer service is completely and utterly diabolical. Surprising as I was under the impression their customer service was meant to be first class.

I bought a household appliance at almost £2,000 from JL recently. I could have got it a bit cheaper elsewhere but wanted JL customer service. There was a problem with it. I was shocked at the lack of customer service. Truly awful. I was passed from department to department having to explain over and over again what the problem was. They were up there with the worst customer service I have ever had. I think they have totally gone to the dogs. Very sad when you think what they used to be like.

Ye but this thread is about and has been answered by people who have used them and due to terrible service won’t anymore.

so what’s your point?

A few months ago, I wanted an exchange (under guarantee) on a small item that broke.

What a palaver. It took about 15 emails to ascertain that I did in fact need to return the faulty item, despite initially being told I didn't. Every communication was with a different person, who didn't know what had been said, or communicated badly It was a real pain and a waste of time for something that should have been so simple.

I thought John Lewis was supposed to be great at this stuff.

Yep I ordered a mirror which I had delivered to my house. When I opened it, it had marks and dents on. Rang their customer service line who arranged a collection to return it. Except they wrote the address wrong when the confirmation came through. Rang again, a different rep I spoke to said they can’t collect and will I accept a discount to keep it. Erm no, i don’t want a damaged mirror thanks it’s no good to me. More wrangling. Ended up making a CEO complaint to get it sorted. Only then do you deal with a U.K. based team who were in all fairness very helpful. But overall, was not a good experience and has put me off ordering larger items from them.

I’m still waiting for a refund three weeks after the items I returned (bought online) were received by them. (Yes, I’ve chased them).

Why so defensive?

They have a terrible issue with their stores vs online. Online is run as a separate entity. Once ordered a mirror in store ro be delivered. It arrived broken 3 times. Each time I had to return to the store and it was so hard to sort out as they wouldn't speak over the phone because it wasn't an online order. I gave up in the end- got a refund but no mirror. Was so awkward too as getting it onto town to return took ages and cost a fortune.

I stopped using them
after the tumble dryer saga from
a few years ago.

I bought a laptop from them, which I needed urgently. I ordered on a Saturday for Monday delivery to my local shop. I had an email from them saying it was ready to collect but it wasn't at the shop. Apparently I shouldn't have believed the email from John Lewis and should have checked with the courier to make sure it was there. You couldn't make it up.

I spent hours on the phone to them before they finally conceded that it wasn't there and couriered one to my home. On the Thursday, meaning I was having to try and run my business using my phone for three days. No compensation was offered.

I won't be using them again.

Unless I've missed the memo shopping at JL isn't a requirement, why would you need a reason not to go there? Don't you simply shop elsewhere?