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Original poster

I appear to have accidentally got a job at John Lewis

111 replies

MutteringDarkly · 16/02/2021 17:01

who knew? Because in the absolute catalogue of errors otherwise known as "trying to get all the right parts delivered for a wardrobe" we reached a new low today.

Apparently, because the latest widgets were damaged in transit so won't now be delivered, it's MY job to keep an eye on the John Lewis website until they come back into stock, and then ring customer services to let them know. So lucky lucky me, I get to manage their stock and logistics process for them!! Angry

Funnily enough, I was not impressed with this plan. Someone will probably not be ringing me back.

OP posts:
Poppins2016 · 17/02/2021 01:15

@FabulouslyFab

Are they working from home? No excuse but that could by why they can’t transfer calls or put you on to a manager?
Sadly (for those of us inclined to use benefit of the doubt) WFH is genuinely no excuse these days... Most companies now use virtual phone software that's accessible via computer.

Mind you, I missed a call from a colleague today because I use our virtual phone software so little I forgot how to actually pick up a call, I definitely shouldn't ever work in a customer service role

earthyfire · 17/02/2021 01:58

I find complaining on social media doesn't get far nowadays, a company will just play lip service by asking you to private message them the details and then they don't bother to respond.

HelgaDownUnder · 17/02/2021 02:51

Did you use PayPal? I've learnt the hard way, nothing gets fingers pulled from fundamental orifices like the prospect of refund.

Everything else they can fob you off with platitudes and empty promises.

Blibbyblobby · 17/02/2021 03:09

I read job as jab, and thought for a moment that JL were doing Covid vaccinations!

Deathraystare · 17/02/2021 08:30

That'll be impressive on your CV!

actiongirl1978 · 17/02/2021 08:34

They are horrendous these days. Took us 9 months to get issues with carpets fixed after approx 7 hours on the phone to the Cheadle call centre (which had been centralised so our local store couldn't help us).

Got the refund but never buying a carpet from then again.

We tried MD, twitter, emails, phones. I was a thorn in their side for months.

Good luck op

GlendaBulb · 17/02/2021 08:47

I’m finding John Lewis CS useless too. Used their web chat at the weekend - the replies were full of emojis and completely useless. Felt like I was dealing with a recalcitrant 12 year old.

toppocket · 17/02/2021 08:59

We had the most hideous experience with them in December. It took hours and hours to resolve by phone and weeks for replacement goods to be delivered. Never again. Ever

Original poster
MutteringDarkly · 17/02/2021 09:00

Oh dear. Based on these replies I'd better look into a third career making my own missing widgets Sad

That'll teach me not to post on here before spending lots of money with someone. Let us all be a warning to anyone who was considering buying from JL - perhaps think of it like gambling, don't order anything if you can't afford (for them) to lose it...

OP posts:
SirSamuelVimes · 17/02/2021 09:01

I have JL on my ban list for their policies on men in the women's changing rooms (it's fine if the man says they feel womanly today) so it's good to know I'm not missing anything!

SarahLox77 · 17/02/2021 09:02

Not on, I agree. But the JL website does allow you to sign up for emailed stock alerts on currently out of stock items so at least your duties are not too onerous.

Poppins2016 · 17/02/2021 09:06

@SarahLox77

Not on, I agree. But the JL website does allow you to sign up for emailed stock alerts on currently out of stock items so at least your duties are not too onerous.
You'd think, however, that perhaps the staff member could sign up with their company email address and then contact the OP with an update once they've taken care of everything...

Oh, wait. That would require a grasp of what decent customer service is, plus some common sense! ConfusedHmmGrin

TheLaughingGenome · 17/02/2021 09:07

I accidentally worked for John Lewis for about a month, a few years ago. I was lucky enough to end up project managing the re-tiling of my own kitchen after a JL range cooker installation fiasco, as well as working as a telephonist, and senior liaison between JL Head Office and B&Q.

Invaluable work experience.The mediation helped too.

Original poster
MutteringDarkly · 17/02/2021 09:09

Um, if their system is capable of sending an alert when something is in, or out, of stock - why doesn't it send internal alerts then, you know, to the despatch and customer services teams? So they could manage their orders and send them out? Pure craziness as an idea, I know.

Thanks for flagging to me that customers can do it - I am absolutely not going to unless I get the employee bonus AND the holiday because it gives me yet another common sense thing to point out to them. Sigh.

OP posts:
SoosanCarter · 17/02/2021 09:11

Trustpilot has damning reviews for JL. Customer service is appalling. It amuses me that every time they discuss falling profits, CS is never mentioned.
As pp say, Twitter usually gets a response but it’s very cut-and-paste, and every response usually starts with “Hey, SoosanCarter “ which makes me want to stab them.

NomDePrune · 17/02/2021 09:15

I work for them; AMA!

You'd think, however, that perhaps the staff member could sign up with their company email address and then contact the OP with an update once they've taken care of everything... this wouldn't work because if the staff member left or was on holiday you would have a longer wait. Cases aren't assigned to individuals but to a team so that in theory anyone can help.

Mouseparty · 17/02/2021 09:18

This shop is a shadow of its former self. Their stock control is a joke. We have had no choice but to purchase from its competitors when we used to be very loyal customers.

itsgettingwierd · 17/02/2021 09:20

In the least of this pandemic where people are becoming unemployed left right and centre I cannot believe you aren't being more grateful for this job opportunity WinkGrin

Clearly you aren't being unreasonable and I hope you reasonably told them so!

BiarritzCrackers · 17/02/2021 09:23

Oh, their cruel, deceptive stock monitoring...

Not entirely relevant to OP's issue, but needed a stick blender thing - according to JL website, lots of models in stock at nearest store, one of each available of a dozen types. Hot footed it down there (was pre-P). Lots of them on display; only a couple in boxes to actually buy. Sales person explains: '1 in stock' on the website means the display model. Only if there are '2 in stock' will there be something to actually buy. "You can see the product here in store, and then buy it online". Which was rather the opposite of what the website led me to believe I could do.

wonderstuff · 17/02/2021 09:26

This is so disappointing to read, I buy so much from JL because of their customer service reputation and because I like to support a cooperative rather than shareholder company.

Their delivery guys are lovely.

Who is good these days? We recently had to get the UK IKEA director involved when they completely lost our online order. To be fair he did sort it quickly when we escalated a complaint.

AO seem okay but did a hard sell on their insurance scheme which makes me think they probably aren't arsed if you don't take it.

I've had good experiences with Amazon but I'm loathed to keep supporting their plans for world dominance.

Nith · 17/02/2021 09:30

Then I received an email telling me they'd received the item back and they had processed a refund of £0. When I queried this I was told to keep an eye on my bank account and if I didn't get a refund I had to contact them again so they could speak to their finance dept

Do it, do it, @BonnesVacances. I want a recording of the conversation where you phone to say you didn't get your £0 refund and you were told to contact them about it.

BonnesVacances · 17/02/2021 09:38

@Nith

Then I received an email telling me they'd received the item back and they had processed a refund of £0. When I queried this I was told to keep an eye on my bank account and if I didn't get a refund I had to contact them again so they could speak to their finance dept

Do it, do it, @BonnesVacances. I want a recording of the conversation where you phone to say you didn't get your £0 refund and you were told to contact them about it.

Well I'm hoping for a refund of £130 so if I actually receive one for £0 I'll definitely be phoning! Grin

Hubblebubble75 · 17/02/2021 09:44

They never have any stock online , why isn’t that sorted - given we’ve been in lockdown a year ! I was told to go into the shop as it’s ‘often in the shop when not online’ Even when I filter to ensure what I’m seeing is in stock - you end up on the item page , select it and it’s not in stock.

Goatinthegarden · 17/02/2021 09:45

I loved John Lewis, but right before lockdown last year, I nipped in after work to buy an IPL hair remover. I’d checked online the evening before and it was £270. I’d also seen it in Boots for £270 but JL was a ten min walk from my work and Boots 45mins.

I spotted it on the shelf for £350. I asked a member of staff why it had gone up by £80 overnight and she said they had just been price matching but now no one was selling for £270 anymore. I showed her that Boots had it for £270 and she said ‘oh we don’t price match Boots’.

I was a bit Hmm but marched along to Boots where I got all my Boots points and a surprise additional 10% off because they had introduced a new student discount scheme that I managed to qualify for (mature, part-time).

BigmouseLittlehouse · 17/02/2021 09:56

I had a crap experience in December in a much more minor level - I’d ordered some items from them as kids presents and when the order arrived it had the two main items missing and had sent some women’s size 20 pyjamas instead! Contacted them and had to send photos etc which I did - they then said they wouldn’t send the actual items out until I’d returned the pyjamas ( in the pre Xmas rush in Covid Hmm)