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

[ManiDeadi]

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.

Why would you need to email them you just make a call get a number and post the stuff back.

No need for email exchange.

If i had had it in my inbox it would have made me wonder wtf i had put in my original email to make them respond like that.

Never use john lewis online

I have had excellent service from the store John lewis and second to none

But thinking that JL online would be the same was a big mistake and having brought a washing machine and they messed about with the delivery...

But instore I had brought a washing machine some 14 years agoa and totaly different story fab serive with a smile

I forgot pants in store in Oxford street when heavily pg and rang to ask if they had foudn them - they apologised and said they could'nt see them and aksed for my address - two days later in the post they send replacement pants any way

but I have cxome to the conclusion that john leiws online is another company just useing the name

ivy, you left your pregnancy pants in Oxford St JL and rang to see if they'd found them? As in pants from your bottom?

I love, love, love John Lewis. Online has free delivery and is generally fantastic. And Peter Jones is just the most soothing place in the world.

Replacement pants?

I'm pretty sure ivy had bought pants but left them there... (I bloody well hope so, anyway!)

OP let's have full text of your email to JL please

Ivy - pants as in knickers? Were you not wearing them??

I love how OP gets the blame for writing a nasty email when a) it's not known what the email said and it's irrelevant anyway because good customer service would respond in a polite and courteous way no matter what kind of tosser gets in touch (what they say to their colleagues about it is a different matter)
b) that she shouldn't have emailed in the first place (if the person on the phone had responded in the same way that would have been fine too?)
c) that she was unreasonable to even mention the fact that the goods were damaged and deserved such a shitty, patronising response
d) that she should calm down and laugh it off because it's fine for a company to tell you your complaint is trivial and that you have plenty of time to do Christmas shopping rather than just doing their job and arranging a replacement.

ivykaty John Lewis online certainly used to have a seperate customer services department run from one of the cattle shed call centres where they also did PC world, oreck vacuum cleaners, bose stereos and all sorts. I'm not sure what they do these days though.

I'd like to see the e-mail that was sent.
Someone telling you to calm down tells me that the e-mail wasn't very calm & measured.

Is it just Spotty and I that think it doesn't matter if she threatened to poo in their Homewares department in the email, that still wasn't an appropriate response?

OP didn't say the goods were damaged, just the boxes.

It doesn't matter how irate the email was! Telling her to calm down is patronising and unprofessional. And deeply passive aggresive. If someone said that to my face it would wind me right up especially if my complaint had been calm and justified.

If it was a particularly abusive phone call then they would be within their rights to terminate the call after giving the customer a warning but telling someone to calm down via email? Wrong.

MAybe Michael Winner is moonlighting?

Perhaps the customer service rep originates from Liverpool?

Fuck, if he said that to me he'd get punched right up his wobbly chops.

Michael Winner that is, not the customer service bod. Although, if someone said that to me in person I'd be tempted to give them a light slap.

I think that email was completely out of order, and in no way justified by anything the OP could have written in hers.

the johnn lewis group board

corporate email addresses are pretty much

[email protected]/.co.uk
joebloggs@
joe.bloggs@

so I would imagine Andy Street's email (he being MD of John Lewis division) is [email protected] or [email protected] or [email protected]

See what he makes of the response customer services sent.

gosh - you got a reply. i didn't get anything back from my complaint.

or e) it's not true

You could say that about almost any post on MN though Random. I am a trusting soul

customer service is juts that giving a customer a service that they desire

Writing an eamil and "telling" soemone what to do is not a good custoemr service

writting to a custoemr and telling that custoemr what you are goign to do to help them is what you do

customer serive is there to smooth things and creat fluffy clouds

I ti snot the idea to make soemone want to spit feathers

the customer service needs to either shut or admitt that telling people what to do is not helpfull

Possibly this person that wrote the email needs to have more trianing to understand how to creat a good customer servie attitude and not wind custoemrs up and creat more work for the company..which is what a company doesn't want

I think john lewis online is taking tips form PC world in how to agrivate custoemrs so as they don't shop with them any more and htey have less work to do

I no doubt it is a seperate company and nothing really to do with John Lewis partners who do give a shit as it is their profit out the flipping window if they fruck up

I love John Lewis.

As you were.