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.

I love JL too and TBH I think the reply is quite funny!

I think with JL and Ocado there is a bit too much of the old 'if I mention how distraught I am in the title someone might come on and give me free stuff'.

Jesus they didn't say anything nasty, just pointed out that maybe getting worked up about bashed boxes in October is a little bit OTT...

Tippy I suspect that customer services has a whole separate department to deal with threats to poo in the Homewares Dept

Do you reckon? I'd like to work there, just for the name badge

I would have just liekd JL online to deliver the washing machne on the day that they said they woudl and not have me sitting in the hosue for three days waiting from 8am -6pm because they coudln't possibly telephone me when they left the last job and say we will be with you in 20 minutes etc

Soemthing they had suggested at the shop when I purcashed the first washing machine 11 years previous and they stated they had never given this servie and never would

teh first day they didn't ruen up at all the second day they said was an error and they shoudln't have contacted me and said it was being delivered

the third day I had to get my dad to be at my hosue all day as I coudln't get more tiem off to waste sitting

no sorry noe service and lies

I will never use the online cr*p service ever agian

but I will shop in a store

an furture electrical goods I will get in store if they deliver or from else where, there are places that phone you 30 minutes before to say they are on their way

I love JL too, but I agree with Tippy and Spotty it is totally irrelevant if the email was completely over the top, IMO you never say that too a customer no matter how trivial or ridiculous you think they are being.

What I also don't get is how it is fine that she received damaged stuff, everyone saying just tell them and get an exchange, YES but it is inconvenient and if they had packed the stuff properly this wouldn't have happened so i don't see that there is anything wrong with complaining a bit that this happened, if nothing but stopping it happening again....

to a customer not too

I work at m&s. We once had a customer poo in the homeware department, seriously. In a trail.
The reason? The loos were being refurbished and he didn't know where the temporary ones were. Our fault obviously, for only having 390 signs explaining.

During that time turds were also found in the lift and behind childrenswear.

OMG ruddynorah that is grim....

Lol ruddy nora- me too! We had a pregnant lady launch herself over some boxes for compensation once - she didn't get it because the CCTV showed her taking a wee run towards them as practise hahaha!

Anyway OP- yasooooonbu, it's a smarmy shit of an email response and I really think you ought to email the managers someone kindly linked to before.

I know. Poor bloke. Don't worry though, we apologised. And gave him new pants and trousers. Yes.

Ruddynora .

btw the format of JL email addresses appears to be

[email protected]

Oh and of course we apologised to the customers who found the other turds. Think they got wine or flowers, not pants. Roll on Christmas.

Are you sure nobody was living there Ruddy? I'm often tempted to move into JL.

Has this been started by Mothercare's PR department, in response to all the "I heart JL" posts on the c*ing Mothercare thread?

I think the only reason some people think this is 'funny' or are accusing the OP of being OTT in her complaint is because it's John Lewis... one of the sacred cows of MN.

OP, if you'd replaced the store name with one slightly more downmarket the good people of MN would probably have manned the barricades for you by now!

YANBU at all. The service is not up to scratch and their reply to your complaint is completely wrong.

She's complaining about damaged boxes in October because that's when she bloody well bought them! What's she supposed to do? Wait until December and then say 'I bought these 2 months ago but they're damaged. I didn't tell you before because I didn't want to feel stupid for buying presents so early.'

And then be told that she couldn't have a replacement because they'd sold out and she should have told them sooner, the stupid bint.

I am shocked! What a cheek! I can see the point if the original complaint had been full of effing and blinding but it wasn't.

YANBU. Complain again.

Not that it should make an iota of a difference, but here is the email I sent:

To whom it may concern

I received my order today to find that two of the items were damaged.

I had bought these as Christmas gifts and there is absolutely no way that I could give them in the state they are in.

In my opinion, the goods were very poorly packaged - just thrown in a bag with no protective packaging at all, which has obviously caused the damage.

I have photographic evidence to send you if required.

Please let me know how you will be dealing with this.

Kind regards

Can I also just make clear that despite using the word "livid" in the thread title, I am not actually livid, and I do not have anger management issues (dear god ), but sometimes you've got to harbour a bit of interest haven't you?

Also, why did I email?

1. I work from home so computer on most of the time

2. I like to have things in writing

3. It says on the delivery note "If you have any problems with your order, please email customer services at .....

4. I didn't want to potentially waste time and money on being stuck on hold

Lol at photographic evidence! The first sentence would have been sufficient. No need for all the wittering.

Perhaps not, ruddynorah, but there was no need for the rude reply it received.

ruddynorah - does it reeeally matter if I was wittering or not?

It's shit customer service, that's my point.

I find that a little shirty tbh. Arsey rather than assertive, and I wonder how you'd word a complaint about something serious.

It didn't really warrant the equally snippy (albeit amusing) response though and someone ought to have a bit of a ticking off.