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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! Shock Shock.

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

and score near bottom in most categories

Categories

John Lewis & Partners is ranked 137 out of 139 in the category Activewear

John Lewis & Partners is ranked 103 out of 104 in the category Bags and Luggage

John Lewis & Partners is ranked 2,092 out of 2,147 in the category Clothes & Fashion

John Lewis & Partners is ranked 1,289 out of 1,317 in the category Electronics

John Lewis & Partners is ranked 293 out of 302 in the category Gifts

John Lewis & Partners is ranked 4,038 out of 4,081 in the category Home & Garden

John Lewis & Partners is ranked 238 out of 252 in the category Shoes

John Lewis & Partners is ranked 776 out of 787 in the category Sport

John Lewis & Partners is ranked 102 out of 104 in the category Toys & Games

OP posts:
tofupanda · 03/12/2018 18:26

I would only buy from John Lewis if I was getting extras that I couldn’t get elsewhere i.e. Long guarantee on electricals or cash back offers

Sparklingbrook · 03/12/2018 18:30

They have just opened a lovely new store in Cheltenham. Have been a couple of times. Helpful staff and a very nice experience.

Never had a problem with ordering online and picking up from Waitrose either.

Toomanybaubles · 03/12/2018 18:36

I had really bad service last year, a ceiling light with a fixed linen shade and three arms within it. I didn’t notice until the electrician had put it up but it has a massive flaw in the fabric. They offered to pay for the electrician to change the light but they were out of stock for months and despite many emails I got nowhere - £159 for a second quality light.

I still shop with them if they win on price but don’t expect the service will be any different to anywhere else.

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Refreeze · 03/12/2018 18:43

No opinion on JL but Trustpilot is a shit site. Both times that I've left negative reviews, the company reported me as 'not a genuine customer' and Trustpilot removed the review until I sent them a load of screenshots of specific information to prove that I was a genuine customer. I was pissed off enough at the companies to do it but how many people just don't bother?

FairyBunnyAgain · 03/12/2018 18:46

I am what would be classed as a typical John Lewis shopper and within their demographics for target customers, I still like our local store and if you go in the week (rarely as I work M-F) and get the long term staff it is almost a pleasure still to shop and I love a peruse around the beauty, handbags and shoes.

However I can no longer buy clothes in store unless I visit the big city stores as they don't stock larger sizes or the ranges that I prefer, whilst they are available online that means I have to order a range of items to try on then return what is not right. If I am going to order online then I will go to a range of websites including the clothing brands own to get the best price so John Lewis lose out.

Also there fulfilment and despatch team have had a few misses recently for me, the latest was sending a pressed compact (make up) taped to a packet of bin bags. To separate them meant that the box holding the compact was damaged which is not much good when it is a Christmas present and the bag of bin bags was then opened, OK not the end of the world.

I have tried customer service, not by phone as I don't have a spare hour to wait on the phone, but via live chat and email. After a drawn out process I have to go to the store for an exchange or send it back via the post office and then they will consider refunding me. Neither option is appealing to me, they have had photographic evidence but don't believe me.

Shitlandpony · 03/12/2018 18:47

Why on earth are they using crapita for customer service? That explains a lot.

actiongirl1978 · 03/12/2018 18:48

Absolutely abysmal service. We had a carpet fitted badly in July. We are still waiting for the replacement 17 weeks later. Last week they sent a replacement - the wrong shade.

I'm at my wits end with them. Their new call centre in Manchester is absolutely awful.

Toomanybaubles · 03/12/2018 19:01

Oh I must add that I left a negative review on the John Lewis webpage, a considered nicely written negative review ..... it was removed three days after I posted it.

Original poster
Aridane · 03/12/2018 19:24

Oh dear. Before starting this thread, I booked an in store bathroom design consultation (free) - thinking, phew, a reputable brand / service that will deal with the whole tedious process for me - from instore design consultation, coming round to assess, advise and measure up, and then do the whole lot. So no faffing with ordering in stuff / deliveries and finding/ booking plumbers / electricians / tilers whatever,

Then googled to find out more about the service. Didn’t really find much, if anything, but oh my goodness the (almost) overwhelming negativity about JL on Tri Advisor Shock

And underscored here by many posters...

OP posts:
thefirstmrsdewinter · 03/12/2018 19:32

baubles Waitrose remove less than excellent reviews as well. I reviewed inedible chicken I had bought and they took the review down and asked me to jump through various hoops (send the use by date, batch number, branch where I bought it etc) so they could 'investigate' the issue - which 'can take 28 days' - ! They also sent me their review guidelines, all of which I had followed. It really got up my nose. What on earth is the point of publishing reviews if you remove the ones you don't like? It makes them look so bad, I can't see how they think it's a good idea.

Toomanybaubles · 03/12/2018 19:33

Rubbish isn’t it, I didn’t recognise my new user name then!

Dontgiveamonkeys1350 · 03/12/2018 20:17

I don’t go in there anymore. Last time I went in the language , swearing the staff were using on the shop floor was shocking. Had my son with me as well. Tried to complain nobody cared.

Original poster
Aridane · 03/12/2018 20:42

Oh, I guess if they went the outsourcing mode they lost their key differentiating factor of customer service. And know they have nothing much else - we’ll, other than 5 year warranties.

OP posts:
Original poster
Aridane · 11/12/2018 17:58

Their delivery charges are quite expensive (relatively speaking) -especially for named day deliveries. And they charge for click and collect

OP posts:
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