John Lewis - What Do You Think of Their Customer Service?

[AnotherRandomUsernom]

My elderly father bought a Beko washing machine from them over a year ago. It leaked from the soap dispenser so he had it replaced. The new one also leaked and he has had 4 engineers calling round advising him to use specific soap, only to use about 2 programmes and to use a cleaning program once a month. Despite all this, the machine still leaks.
I’m worried he is going to slip on the floor. He uses a walker and life is difficult enough already. I’m worried about him catching covid from all these engineers calling over. He spent all day today on the phone trying to get through to JL then was told to get a code from Becko but he didn’t manage to get through to Becko today. He has to try all over again tomorrow. I don’t think he’ll have any luck getting the code as we’ve been through this process before. Becko refused to give us the number and JL refused to help. Surely it is his consumer right to have a refund. What is going on with customer care and consumer rights these days? I think it’s shocking that an elderly and vulnerable man should be treated like this by John Lewis.

Used to be brilliant but they've changed their approach to save money and are now vile.

I bought some expensive jeans which developed a hole after being worn and washed maybe 4 times. The assistant told me that denim should be treated as a delicate fabric and also that they should be worn 10 times before washing (!!).
I asked to speak to the manager who reiterated all this.

I spoke to a friend of mine who used to work there and she confirmed it was a deliberate policy change.

Horrific. One of the worst customer services I’ve come across.

Contact CAB OP - you don't buy a modern washing machine to be told you can only use two of the programmes, never mind the dictat on what detergent to use.

Appalling policies in place at JL on various customer service topics. The one that has upset me the most is allowing men into the women’s fitting rooms.

My experience of them is very good.

Op have you tried using the machine yourself because it sounds like he's putting too much soap powder in it. Or putting it in the wrong section of the drawer.
Seems odd for two machines of any make both to leak from the drawer.

I was treated absolutely appallingly and when I made a serious complaint they told a pack of lies - which I could prove were lies - and refused to speak to me again! Awful company, awful.

Agreed, we generally always had great service from them. Then a new TV developed a fault and they told me to contact the manufacturer.

There's a couple of things you can try:

1. 1 star reviews on trust pilot get responded to and if you include order numbers they will review it for you.

1. I sent an email entitled - 'notice before legal action' which reminded them that under the Consumer Act 2015, my contract was with them and not the manufacturer and that good can be rejected if they are not of satisfactory quality or fit for purpose and that I would take them to small claims court if they didn't refund me with 14 days.

They did contact me very quickly to offer a repair, but then the engineer failed to attend, so they did refund me and we bought a TV elsewhere.

Taking someone to small claims is actually very easy and is all done online.

Awful service. I ordered a white good from them (I forget whether it was a tumble drier or dishwasher), paid, ETA within a couple of weeks. No delivery date arrived. Called them to be told "oh it's on back order it. will be a few months". Ok so I'll have my money back please. Oh no you'll need to speak to the supplier. Errrrr no - my contract is with you! Ok - well we'll need to wait until we get our money back from the supplier. Errr again no!

That was pre-COVID a few years ago. It's awful IME.

I admit they aren’t what they were years ago but I have found they are still better than most. It’s still my ‘go to’ shop for anything for the house.

@lucillelarusso

I was treated absolutely appallingly and when I made a serious complaint they told a pack of lies - which I could prove were lies - and refused to speak to me again! Awful company, awful.

Mine was a dishwasher - it was the installation team that were the problem but they defended them despite us having CCTV of the man's aggressive and bizarre behaviour.

Yes I have tried using the washing machine myself. We use pods in the machine and both of us put them into the drum with the washing. It has also leaked when I have used it too. My Dad was told not to use pods but why shouldn’t he? It’s easier for him as he’d have to use two hands to measure out anything else while trying to measure it out which would not be easy for him with balance and mobility struggles. He should be able to use any programme and any soap he chooses.

It used to be wonderful. Lately, it's crap.

We bought a new TV from them which quickly developed a fault. They couldn't have cared less. Back and forth with engineer appointments; one man actually made it worse! Back and forth... eventually the screen was replaced but there was no compensation for the time or the hassle.

In comparison, Robert Dyas's customer service is OUTSTANDING. Bought a mini fridge from them before Christmas which arrived with a huge dent. Woman on the phone sorted out a collection, and I was refunded in full the same day. 😮

Customer service definitely affects where you shop. I just don't like or trust JL anymore.

Good, our washing machine developed a fault and they put me through to the manufacturer for a free repair under warranty. No problems refunding things in store either.
your contract IS with JL as above so I would also threaten small claims. I’d also tweet them and do the one star review

There is also the issue of the water on the floor. My father has to clean it up himself sitting on his walker and using his grabber stick to mop up what he can with towels. This creates more unnecessary laundry which is timely and costly. I don’t think an elderly person should have to put up with these kinds of extra challenges.

Totally agree. Had a couple of horrible experiences with the, the more recent being a washing machine which was overheating from day 1. I had read somewhere that within 30 days I was not required to accept a repair, I could have a replacement or refund.
John Lewis customer service were very very difficult on this point so I registered a complaint. I got told a lot of guff that they were working from home, were not employees of JL but eventually got my refund.
I avoid them wherever possible these days.

Sounds awful! Your poor dad.

I’ve only ever had good experiences with them.

Used to be good, but now it’s all delegated to the manufacturer, which can be very hit and miss.

I'm not buying anything electrical there now.

That's terrible OP, hope it gets sorted.

I've only ever had excellent customer service from them.

This summer our new fridge broke down. The engineer (from manufacturer) visited within a week, and said it needed to be replaced, but we were without a fridge for a month. We ended up buying a new fridge from a different company before they processed the refund, because we were desperate. (Dealing with serious illness in family at the time).

It should have been straightforward - JL had sold faulty goods which should have been refunded or replaced, but it took weeks to sort out communication breakdown between manufacturer and JL and to arrange collection so refund could be processed.

Awful, awful people - never again.

Btw - I eventually contacted the CEO’s office and got some sense from them (I googled it) so you could try that, OP. Apparently the CEO has his own team.

But JL’s actual customer services people prior to that were bewilderingly vile.

If there is a contract is with John Lewis, how can they delegate any problems to the manufacturer? What is the point in having a contract with John Lewis when they then hand customers over to the manufacturer who then behaves as though the contract never existed?
My father will have another stressful day trying to get through to Becko for a lift code, probably to be told he’ll need another engineer. He’ll then try to get through to JL who will tell him to ring Becko.
Meanwhile he will probably not have time to shower and will probably forget to drink enough etc unless I remind him. It’s just too much stress for an elderly person to have to deal with.
Thanks for the posters who have given advice.

I used to spend thousands a year there but I'll never shop with them again after how I was treated over a faulty appliance.

Oh and I contacted the CEO's office and they just forwarded the email back to the same outsourced customer service team. They couldn't have been less interested.

Merrymouse, I’m sure they didn’t reimburse you for the cost of the food you had to throw away either did they? I m sure they would have been liable.