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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be livid with this so called customer service from John Lewis

207 replies

ManiDeadi · 17/10/2010 09:41

I'm trying to be organised, so I ordered some Christmas presents from John Lewis online. I got them delivered the other day, and when I opened up the package, two of the boxes were completely bashed up and had holes in them, so there is no way I can present them to someone as a gift.

I decided to email customer services to complain, as the items were just lolling around in a massive bag, so I felt it was JL's fault for them not being packaged correctly.

Here is what I got in return:

Dear Ms XX,

You do realise that it is only October. Therefore, you have 2 months to arrange Christmas presents. So calm down. I will be more than happy to arrange a replacement order to be sent to you. Please advise if you would like me to arrange a courier collection or packet post return for the damaged goods..

I look forward to your reply.

OP posts:
RockBat · 17/10/2010 10:20

It's nice to know that I could respond to customers in that way and they wouldnt mind Hmm. Makes me wonder why I bother to be polite... I'd be annoyed with that response from an organisation. It's completely unprofessional.

hf128219 · 17/10/2010 10:21

I think it's rather amusing.

NoelEdmondshair · 17/10/2010 10:24

YABU to be "livid". Think you need to focus on your anger issues.

ruddynorah · 17/10/2010 10:25

lol! I bet your original email was a teeny bit ranty wasn't it? There is a tendancy to go in all guns blazing, complaining, blaming, demanding, when actually you'd get a refund without all that.

Why did you email and not ring up? You must have said in your email that they were Christmas presents. No need really. Calm down!

hf128219 · 17/10/2010 10:26

Can we see the email you sent? That would put it in context.

herbietea · 17/10/2010 10:34

This reply has been deleted

Message withdrawn

Rindercella · 17/10/2010 10:34

Agree with hf - we need to see your original email to put it in context.

In fairness OP, you did use the word "livid" in your title which is perhaps a tad ott.

hf128219 · 17/10/2010 10:35

Is the OP frantically typing a very polite email to JL? Grin

QuickLookBusy · 17/10/2010 10:35

I think the management of John Lewis would be extremely cross with whoever sent this e-mail.

"You do realise its only October.." How bloody rude!!

hocuspontas · 17/10/2010 10:39

I read it as someone trying to make you smile. Obviously it didn't!

whoneedssleepanyway · 17/10/2010 10:39

the thread would hardly have had the response and impact if the OP had written "AIBU to be a teensy weensy bit mildly irritated with..." so of course you put livid to get a response

but i don't think there is any disputing that it is a completely inappropriate response from a customer service department, for all of those of you out there saying get over it, i take it you would be completely happy then if you received a response like this or if someone who worked for you wrote it you would give them a pat on the back....Hmm

basic standards of politeness just don't seem to matter these days...

maxpower · 17/10/2010 10:39

OMG - I deal with complaints all the time in my job and I have to deal with some trivial crap but I would never dream of sending such a rude response to someone. YANBU

cornsilk · 17/10/2010 10:40

It made me smile anyway.

RandomMusings · 17/10/2010 10:45

I want to know what the email to JL said

If the OP wrote that the the parcels were lolling* then no wonder she had a comedy reply

*this is a play on words, lolling and loling, for those with hangovers this morning

lol

Nancy66 · 17/10/2010 10:51

Doesn't ring true to me - sorry.

ForMashGetSmash · 17/10/2010 10:53

I agree about the "joke". In my work I often have to write great swathes of text...boring product descriptions etc. Sometimes I entertain myself by typing "The great thing about X cleaning fluid is that it is so toxic you could off your in-laws with one sniff"

Then I delete...dangerous game maybe?

YANBU though...I would complain...you might get a nice fat voucher!

ColdComfortFarm · 17/10/2010 10:55

I'd like to see your email to them, frankly.

mangoandlime · 17/10/2010 10:57

They sent that? John Lewis?

Eh?

SoupDragon · 17/10/2010 11:04

I also want to know what your email said. It must have been really rude and ranty.

NoelEdmondshair · 17/10/2010 11:04

Nancy 66 - it didn't ring true to me, either. But then I would defend John Lewis to the death Grin

SoupDragon · 17/10/2010 11:06

I used to occasionally change the name of our company to Comical Onion in our government returns to give the proof reader (a friend) a laugh. None ever slipped through to the copy proof read by our boss though, let alone publication.

DanceOnTheDarkSide · 17/10/2010 11:12

OP seriously, get a grip and calm down. You emailed for replacemnet. to get that reply you must have been spitting feathers. It is only October as they (apparently) said and therefore you have plenty of time to sort it. Its just damaged packaging.

Pick up the phone and speak to a human.

activate · 17/10/2010 11:17

Please post your original email

that's a response and I'd like to see to what

and tbh it made me giggle

PuppyMonkey · 17/10/2010 11:18

Makes me laugh, all the people here saying get a grip, I would have found that email funny. Bet you wouldn't really. Even if OP had gone off on one in her original email, you don't reply like that - with no hint of a sorry either.

Tippychoocks · 17/10/2010 11:22

Agree with puppy, if this had plopped into your inbox, it wouldn't be so funny. Doesn't matter if the OP screamed the roof off in her original email, that response is neither professional or helpful. Or actually that funny. If a salesperson had said that to her face then we'd all be fuming on her behalf.

I reckon it's someone working out their notice OP Grin

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