Aggressive delivery driver - anyone else had problems with John Lewis?

[Sheeply]

I have name changed for this because I don't want it linking to my usual account. Sorry if this is long and boring. I'd appreciate any opinions on wwyd or to hear if anyone else has had my experience.

Background: I live in a rural location that is difficult to access, my house is very old with a spring water supply. We have problems getting deliveries of appliances and have used John Lewis for many items as they have told us they have no problem coming to our property or working with the private water supply etc.

I have an ongoing problem with a JL dishwasher that was installed 30 months ago. The behaviour of the installation engineer was appalling. The driver struggled to get the vehicle to our property and the engineer worked himself into a rage. I heard a commotion on our lane and went down to see the engineer pushing the driver and calling him a 'cripple'. I videoed the incident and took the driver into the house with me and made him tea. I locked the engineer out until he calmed down and then he fitted the machine. During the fitting he encountered. problem with the water supply and again became enraged, he removed his shirt and fitted the dishwasher bare chested (it was not a hot day) cursing and being unpleasant. After they left I forwarded the video to JL and was compensated £50 voucher and got an apology and assured 'retraining' was occurring. I was told he had an important night out planned and the installation made him late due to the difficult location and fitting.

It was repaired twice for what google informed us was a 'known fault' under warranty. It then broke again and was repaired 'as a gesture of goodwill". When it went again I requested a refund and was given a part exchange on a new dishwasher with them covering the majority of the cost and the removal costs. That was booked for this morning.

I received a call that they would arrive in 40 mins and reminded them about the access, he sighed and said he knew nothing about it. They arrived and I opened the door and the driver (not the same one) started to push passed me into the house. I stopped him and asked him if he had any ID (he was wearing a yellow tabard and I couldn't see a JL uniform). The Engineer then came forward and said they didn't carry ID, what did I think they were going to do and they'd already called me. He then started kicking wellingtons around in the porch and asked if that was the only access. I confirmed it was and took them into the kitchen and showed them where the dishwasher was. I'd emptied the cupboard where the electric and water connects but he started pulling stuff out of another cupboard and said "This is no good, you've got a problem here". By this point I was irritated that he still hadn't said hello, told me his name, asked me where the dishwasher connected and that he was throwing clean tea towels on the floor. I replied "No, I have a faulty dishwasher for you to take away, and I have informed JL of all the problems with access and the installation and they said it was all fine, so I think it is JL problem".

He then accused me of shouting at him (I didn't raise my voice at all) and being "All off on the back foot at me" I said I didn't know what he was talking about and he replied "You think you're a special single lady" (WTF?) Then he ranted for several minutes "It's not just abut you, I am uncomfortable with your accusations, I am not doing this", actually stamped his foot and stormed out. When I looked out 5 mins later he was gone.

After they'd left I had a panic attack and feel really unwell now, it all seems completely bizarre. We have had hundreds of deliveries with no problems, I have never been accused of being aggressive by any one else in my life.

I spoke to the Contact Centre and they have raised an investigation. Meanwhile JL have my money and my dishwasher and are saying they don't know how long it will take to resolve.

Any ideas? I can't make head nor tail of it all. I wasn't aggressive, I didn't shout, what on earth is going on?

not sure

the two incidents that stick out in my mind - once, in rented accommodation, the fridge broke and the landlord had to replace it. The guy who came to replace it pulled out the old fridge, told me I should be ashamed of the dust behind the fridge etc....sexist rant.

then there was a guy who got very angry because he couldn't fit something and just made me nervous, because being alone in the flat with Mr Angry....

then there was a delivery guy who I stupidly told that I'd just bought the flat and I was excited. He went into a massive rant that was like this

"you think it's fun and games now, just WAIT till you get married and kids and you'll be miserable like everyone else". It was longer than that, quite loud, but luckily he was on his way out. I initially thought he must be very unhappy but as I've gotten older I realised he probably saw the opportunity to yell at a single woman.

now I have a picture of my best friend, who is male, displayed near wherever any workmen might be working and I wear a ring on my "wedding" finger.

the kicking around stuff in your porch would have been enough for me to say "actually you can't come in". I don't want some angry stranger in my home!

re JL I know someone who had some problems with people taking the piss on a washing machine that was meant to be fitted. I don't care if they are contractors; if JL hire them, they should deal with them.

I'm curious op. Why would a private water supply make a difference? I appreciate it's probably pumped on demand, but surely the fittings and everything would be the same? In your shoes I would have had the dishwasher delivered and then got a local person in to fit it. It's generally a very easy 5 minute job. I also would not give my custom to jl again, ever.
We had problems with one of the big white goods companies years ago. I was so angry at the time. We now always use local companies and have received much better service, with the advantage that they have local knowledge.

I'm sorry to hear those things happened Rosa, it sounds familiar.

I think being a delivery driver must be challenging due to short time slots, I also know our property is awkward and go to some lengths to ensure that drivers etc know this before they arrive. Yodel will not come to our house which is fine, nor will Currys. But JL stated it was no problem and that the drivers were aware so arriving in a rage and telling me "You've got a problem here" and then having a tantrum and storming off without telling me they were leaving seems totally over the top.
I am waiting for JL to get back to me with a solution.

OP you are not being a drama queen.

Rosa

Awful behaviour from them.

I have no idea to be honest @longearedbat (great name :)) The plumbing was put in by the previous owners who slowly converted 2 crofters cottages into a cottage over a period of 60 years. It is strangely laid out and every workman who sees it sighs, I understand it isn't ideal and is a pain for them.
I won't be using JL in the future, this has been an eye opener! But I am pleased to hear no one else on the thread has had a similar experience and just hope I get a dishwasher or a refund soon.

I found it an upsetting experience and am normally a resilient person so thanks to everyone who's taken time to reassure me. I agree that after such poor service for a protracted period I was agitated before they arrived. I would expect anyone entering my home to make eye contact and say "Hello, I am John from John Lewis" or whatever, I think it is unacceptable to push past someone into their home and start kicking items and being unpleasant.

Is there a non sexist term instead of 'drama queen'? I just googled and found that in 2016 a survey showed 56% of women found it a sexist and demeaning term which marginalised their feelings and experiences.

The engineers behaviour was far more more ridiculous, I was shaky when he left but that was due to his tantrum. I find that as I age I am less and less able to deal with aggression directed at me.

I call men like that drama kings!

I totally get that people have bad days, but kicking stuff in your porch?

I had a delivery driver turn up here with some supermarket stuff, he was delayed about 2 hours because of some awful traffic incident. He appeared looking as annoyed as I would feel, so I asked him if I could bring him a drink or did he need a refill of a water bottle etc.

there's a very clear line between sensing someone is pissed off and that person behaving badly. he asked if he could use the loo as well - which was fine. I could see he'd had an awful day but he wasn't threatening in any way.

I don't get the poster accusing you of being a drama queen. You get a sense when something is not right, and when you are alone in the place with a ragey stranger, it's a worry.

I don't like "drama queen" because there isn't a male version. So I've actually started using "drama llama".

I have a 15 year old so it is used frequently.

I've noticed over the last few years JL have started to outsource their deliveries/fitting to third parties and I've not had a great experience. Now I only purchase from them if something is much cheaper than elsewhere.

When I lived in a flat I warned JL that there were stairs/no lift but the delivery drivers were not happy effing and blinding and telling me they'd never deliver to me again and I "better have a drink ready". Changed his tune when my husband emerged from the bathroom.

Most recently I had a delivery and the third party turned up in an old bashed up van covered in graffiti and tried to deliver the wrong item. Spent ages arguing with them until they located my correct item. I've found Argos very good for delivery, on time and the drivers very pleasant.

Yeah what a drama queen not being a meek and apologetic good little woman when spoken to rudely by a man. 🙄 How dare she expect manners and decent behaviour in her own home.

I've noticed before that when a women gets annoyed about something, without raising her voice but showing emotion, she's 'shouting' or needs to 'calm down'. When a man does the same he's assertive. Funny that.

Sheeply The panicky feeling might have been because your adrenaline went up whilst he was there being a total dick . It can cause shaking and racing heart and feels pretty terrible. You might feel a bit sick and tired later. It'll go, just be kind to yourself. You weren't in the wrong here.

I like JL but won’t order white goods from them again after having problems installing a dishwasher and a washing machine. They weren’t aggressive but on both occasions, seemed to looking for problems so they would not have to install the items!!

RosaWaiting - I totally agree. I think he was pissed off in general and being aggressive, I involuntarily responded by becoming anxious and defensive which then resulted in his unreasonable behaviour as he perceived me to be the problem, rather than the job itself. Thanks for your comments.

Drama Llama

@EnidButton I am feeling very sick and shaky now. Thanks to everyone for kindness.

JL are awaiting a call from the delivery teams manager and will reschedule the job. I will then do a formal complaint to head office about the whole problem.

@Verite1
That's really interesting, I feel that was the underlying thought process - he didn't want to install the dishwasher!

OP, I don't think you were part of the problem at all, apologies if there was any lack of clarity on my part.

I was just telling my boring delivery driver story to show that sometimes they can clearly be pissed off but not in a threatening way IYSWIM. It sounds like this guy was horrible from the start, kicking things around - ugh.

Push them for a refund and go to AO.
Feel better soon

Another one for AO here.

We've had 2 large items from them so far and every time they have been super polite and courteous.

I’ve recently been unimpressed with JL. They’ve had my Apple Watch for three weeks now and no indication of whether it will be repaired or replaced. It’s less than a year old and I was told it would be a ten day wait for it. More than twice that now. It’s the lack of communication too and when I went into the store, it was like the Marie Celeste in terms of staff in the department. Took ages to find someone, let alone someone with any knowledge.

I had a faulty dining table and was told to leave it assembled so the collector could see the faulty extending mechanism.
When the men arrived I had flu and felt like death.
There was the silent one and the rude one, who refused to touch the table unless it was taken apart. I said I was alone and sick and couldn’t.
Eventually he demanded the toilet and disappeared for 10 minutes, after which he lowered his 25 stone body to the floor and unscrewed the legs with my screwdriver.
When they had gone I complained to JL and was sent a voucher, without a word of apology.

Push them for a refund and go to AO.
This^ I will never shop with JL again, there customer service is beyond shit now. I had a complaint esculated to the executive complaints team and they were still shit.

I'm really surprised to read this. I have bought and had fitted lots of white goods and other items from JL, the most recent being an induction hob and I have never had any problems. The delivery men / fitters arrived on time, removed the old hob, fitted the new one, (including changing the connections to meet the latest safety requirements,) and tested the new hob. They took all the packaging and the old hob away with them. Two men, who were polite and professional. :)

You know what you're not the only one.
When I had my JL sofa delivered a few years ago now, the delivery driver was being a massive nob to his mate, shouting at him and belittling him, the poor bloke just did as he was told and he looked so humiliated.

They actually broke my fence trying to get the sofa in and when the quiet guy pointed it out the mouthy one just said "oh it's alright it's not our fault" even though it blatantly was.

I've never come across any delivery driver like it, I don't know what JL are doing to their drivers but there seems to be a common trend of general unpleasantness with their delivery drivers!