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Original poster

John Lewis - ahem - have they lost their way?

39 replies

Aridane · 03/12/2018 15:42

Was thinking of doing a big purchase at John Lewis. Thinking, well, they will be more expensive but you've got the reassurance of good customer service.

(Was looking at one of their product + service combos - you know, where you have a personalised consultation etc and they design and fit their own products).

So went to look at reviews.

Couldn't find anything for the specific service I'm looking for - but oh my goodness, the negativity of the reviews! .

On Trust Pilot, they get 1.9 out of 10 - uk.trustpilot.com/review/www.johnlewis.com

and score near bottom in most categories

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MotherOfMinions · 03/12/2018 15:48

They're definitely not as good as they used to be. I've had several problems in the last couple of years and now no longer shop there as much as I used to

BehemothPullsThePeasantsPlough · 03/12/2018 15:51

They outsourced supply and delivery of larger items a while ago and it was a bit of a disaster. I shop with them a lot, in-store or click and collect, and they’re absolutely fine for normal shopping - but I wouldn’t go to them for something more complicated because DPs and I have had too many poor experiences.

LavenderBush · 03/12/2018 15:54

I don't rate their customer service at all - after numerous problems over many years, it now actively puts me off shopping with them.

They have a few lovely people, but they also have some truly awful ones (who clearly feel they can't be sacked because they're 'partners').

IMO their structure makes them a great company to work for but a shite company to shop from.

I'm particularly looking at YOU, flagship kitchenware department. And at you, made-to-measure blinds department.

FrankIncensed · 03/12/2018 15:56

I waited 3 months for a washing machine drawer, 3 sodding months with no washing machine and using the laundrette as I had paid them to £50 to take away my old machine which worked but was on its last legs. I didn't notice on delivery as it was all wrapped up and we didn't pay for their plumbing service. They'd call me once a week at work to update me on the progress of providing a vital part to the washing machine even though I asked them not to call and to email. They sent the wrong part twice. Never again.

chemenger · 03/12/2018 15:58

They have outsourced carpet fitting, now instead of ordering the carpet and arranging fitting in store you have to arrange fitting separately, and wait weeks.

CurcubitaPepo · 03/12/2018 16:37

I’m not sure whether anyone does well on trustpilot. I looked at them a few months ago when I was looking at mobile phone contracts and I don’t think anyone faired well, even there company I was already with. I tend to think it’s a place people go for a moan when they’ve had a bad experience.

BehemothPullsThePeasantsPlough · 03/12/2018 16:39

Tbf I’ve bought 2 beds, a mattress and a large telly from them in the last year and those were all delivered on time for a reasonable price.

And if you want to turn up to a shop and buy bras, shoes, school uniform, toys, makeup, perfume, kitchenware, sportswear, soft furnishings, fabrics, habadashery, handbags etc etc etc and then have a free coffee and cake, go to the loo and recharge your phone, they’re hard to beat. But for anything involving installation AO are much quicker and more reliable, and for flooring you’re better off going direct to a local independent.

BarbaraRoyale · 03/12/2018 16:47

I bought some furniture from them and when it was delivered it was the wrong fabric /colour
they reordered and it was delivered again in exactly the same wrong fabric /colour
they then said they would reduce the price if I kept it
why would I want to pay good money for something that I didn't ask for ?

TheViceOfReason · 03/12/2018 16:50

Sadly i suspect JLs days are numbered. The stores hold a much smaller range of stock than they used to and compared to the website, and the staff have to direct you to the website half the time.

Bad experience with a flooring fitter from there - turned up very very late (like 8pm) and guilt tripped my mother into allowing him to fit the flooring. He left at 1am having done a crap job. Granted they did then get it sorted... but still.

AgentProvocateur · 03/12/2018 16:52

They outsourced their customer service dept to C(r)apita. Worst decision ever.

onemouseplace · 03/12/2018 16:55

We paid for installation of our dishwasher and the jokers they sent (I assume outsourced) said they had no idea what the valve on the machine we ha bought was and we would need a plumber and a specialist part to fit it - they then buggered off faster than a rat up a drainpipe as we were clearly the last slot of the day.

10 minutes later and after a quick google DH installed it himself with no specialist part 🙄

Akaudi · 03/12/2018 16:55

Their customer service is shit, I won't shop with them again, they sent 2 broken items, we declined trying for a third time and asked for a refund, they made this so bloody hard and never rang back when they said they would, we were chasing up every day, was ridiculous. The executive complaints department were even worse and really rude and so so unhelpful .

KringleBells · 03/12/2018 17:01

They’be really lost it recently. I’d say the rot set in about 7 or 8 years ago, sort of a slow decline thing but the last couple of years it’s really started tanking.

The quality of their own brand stuff is often abysmal. We bought a fridge a few years back and it turned out to be really crappy- all the trays and shelf bits cracked really easily and really quickly. We couldn’t wait to get rid of it.

Original poster

Aridane · 03/12/2018 17:36

But for anything involving installation AO are much quicker and more reliable,

Sorry- who are AO?

OP posts:

Akaudi · 03/12/2018 17:38

Ao.com it's a website for electrical goods.

Glittertwins · 03/12/2018 17:39

Appliances Online. Rebranded to AO relatively recently

Ladymargarethall · 03/12/2018 18:07

I have long thought John Lewis' reputation for customer service ill-deserved. I have had bad experiences at Nottingham, Peterborough and Milton Keynes.
My local Waitrose however has brilliant customer service so I prefer to order online and collect from Waitrose.
I agree that AO are good for electrical appliances. I have bought a tumble dryer and a washing machine from them.

thefirstmrsdewinter · 03/12/2018 18:08

Admittedly about 10yrs ago but I bought a faulty cooker from them and it was an absolute nightmare to get them to replace it. They didn't refuse, it was more about Kafkaesque logistics, it was impossible to schedule the full exhange. I can't remember the exact details but it was something like they couldn't deliver a new one until they'd collected the old one but there would be a gap of weeks. I wasn't working at the time and it wasn't down to me, they just didn't prioritise it. I clearly remember friends being open-mouthed and slightly disbelieving about it all because everyone knows JL have fantastic service and I probably got unlucky etc blah blah. In the end iirc the (second) new cooker then broke down and not only did it take weeks for them to collect it but it took weeks more and a lot of chasing up for the refund to come through.

Even now they haven't fully embraced internet commerce, there are all sorts of glitchy issues (and corresponding workarounds) with collection/returns. I often have the impression that where the company fall short, devoted and resourceful individuals invent Rube Goldberg solutions. On the other hand their click and collect at Waitrose is genius (and for that matter the Waitrose scanner self-checkout system is the best thing since sliced bread) so I can't quite quit JL entirely.

Last time we bought an appliance we went with AO (and plan to for the next one).

BrightStarrySky · 03/12/2018 18:11

I’m still a huge fan. My experience of their service is very good and I trust them to honour policieson refunds, etc. I also hate shopping around and usually find they have a goos selection of whatever I’m looking for. My only complaint is having to pay for deliveries unless the order reaches a certain amount (I think £50?).

Original poster

Aridane · 03/12/2018 18:18

I am quite conflicted now. I was prepared to pay more than it would cost elsewhere for reliability and customer service (and piece of mind). But maybe it's back to the drawing board?

OP posts:

MrsGollach · 03/12/2018 18:21

I'm a huge fan too. @BrightStarrySky...very surprised you expect free delivery on anything under £50. That's impossible I'd say.

Kezzie200 · 03/12/2018 18:23

I had an hour change at Birmingham Nee Street last week so popped upstairs to Debenhams. I saw a perfume for a christmas present and they had a reduction going on. I popped into JL to compare and they had no price at all on the items but a lady was asking about he price of something at the till and the asisstant was looking to Debenhams price to charge her. What a palaver. Makes shopping more of an irritation that it needs to be and made me feel JL were selling at "the highest price they could get away with" not the intention I am sure!

Went back to debenhams and bought it.

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