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Original poster

To never buy anything from John Lewis ever again?

137 replies

Grrrrrrrrr8 · 07/08/2024 10:29

Anyone else wondering what's going on with customer service at John Lewis?

It's taken me months to sort out a simple exchange. I speak to a different person each time who tells me something different. There seems to be lots of hoops to jump through. Totally fed up, I don't think they're worth it anymore. Recently bought a TV from a smaller retailer and they've been so much better when it developed a fault.

OP posts:
caffelattetogo · 07/08/2024 11:15

We also paid extra for our old fridge freezer to be removed, but they contracted the delivery of the new one out so we had a new one delivered by they refused to take the old one. Eventually JL came out to remove the old one but it took a fortnight with a bulky fridge freezer getting in the way and no apology.

Worldgonecrazy · 07/08/2024 11:13

We just had to take something back after a couple of months, not faulty, we had just been sold the wrong thing. No problem at all, swapped for the correct version and have us a small refund due to price difference. Great customer service.

GoadyMcBigot · 07/08/2024 11:12

Yes I’ve stopped using them after them not delivering items, then not telling me when delivering items, then delivering items damaging but promising discount, then not providing discount, then making me wait for 20mins plus on at least 3 calls trying to discuss then just ignoring me. When I tweeted them they told me to call them!!

useless

ive now spent £1000+ at different shops

so sad as this is not what they used to be.

caffelattetogo · 07/08/2024 11:12

We had the same with a domestic appliance. They fobbed us off and made us go through the manufacturer, which was based overseas and very little help. The John Lewis warranty apparently only applies if the manufacturer one wont cover it. It took months of back and forward for something very simple. I now never buy anything from them unless I can afford to lose the money.

Panicmode1 · 07/08/2024 11:12

I'm wondering if @lazyhazydays isn't my SIL 😂.

She has had 2 damaged dishwashers delivered, and it took about 3 weeks (and HOURS of time on the phone) to get the damaged ones removed and the new, undamaged one delivered...and then more faffing from them to get it installed.

Absolutely wouldn't touch them with a barge pole now.

Panicmode1 · 07/08/2024 11:09

My SIL has had an EPIC saga with them, trying to have a new dishwasher delivered. They really are terrible now, when they really used to be the gold standard on the High Street.

We always used to use them, but now use a local independent. But more expensive but they are excellent.

Lazyhazydays · 07/08/2024 11:07

It took me months to get them to replace a new dishwasher that was damaged on delivery. They are awful these days, used to be good but customer service gone out of the window I feel. Sorry you are having a difficult time with them

Luluem · 07/08/2024 11:02

It took me months to sort out a jumper that had shrunk due to washing it with the conditions they specified, I’m with you OP

Original poster
Grrrrrrrrr8 · 07/08/2024 10:58

Just me then 😅

Faulty highchair within guarantee period

OP posts:
OrwellianTimes · 07/08/2024 10:31

JacquesHarlow · 07/08/2024 10:30

What item were you trying to exchange?

And why? How long had you had it?

ComealongMartha · 07/08/2024 10:30

I’ve had the opposite experience. John Lewis are far more helpful than other online retailers imo.

JacquesHarlow · 07/08/2024 10:30

What item were you trying to exchange?

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