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.

ManiDeadi glad you got a decent response from them.

Initially when I read your OP I thought 'JL have always seemed v good to me' but actually when I had my wedding list with them a customer services agent (at the Cambridge branch) told me I was immoral , so they definitely do have some bad people working there (everyone at the Peterborough branch was lovely though!). :)

Glad you got some satisfactory customer service in the end.

Brilliant Manideadi.

Now why couldn't they have done that the first time?

I wonder if they will give you feedback on the email writer

Pleased for you.

leeloo, immoral, why? Please tell me it's not something to do with sofa cushions?

Glad you got it sorted!

I have no idea why people are giving you a hard time for your e-mail- the stuff should have been packaged properly so that it was delivered in one piece. I internet shop to avoid all the driving/ parking/ eejits in the shops, so having to package things up and return them would defeat the purpose for me, and I would be mighty pissed off. Presumably Manideadi paid a delivery charge to avoid hassle- why shouldn't she complain about the state of the delivery??

And as for the reply e-mail- calm down??? It immediately made me think of that odiously slimy Michael Winner in those fecking adverts, and that alone is enough to set my teeth on edge and my blood boiling! I definitely wouldn't see the funny side if it was me. Hope whoever sent it can now see the funny side of a verbal warning. Still, plenty of time for him/ her to find another job before Christmas, eh?

leeloo1 - they called you IMMORAL!?! You must tell us why?

Bloody hell, my calm down pales into insignificance now!

I know it's a bit petty but I have actually requested a direct apology from the person who sent the rude email . The least she can do.

Woo-hoo!!!

That sounds like the kind of customer service I would expect from JL!

Do keep us posted as to whether the offender does apologise or not, I would imagine his/ her days at JL are numbered....

Yeah lets hope the person is sacked...

whoop whoop

If the person is sacked, at least they will have the consolation of knowing they were the subject of this highly entertaining thread.

ManiDeadi

Well, in hindsight I was just a teensy bit wrapped up with the wedding plans and had my gift list at JL. I was on confetti (wedding website chatrooms) a lot at the time and it was suggested on there that you put a couple of duplicate items on your list as people like buying you 'sets' of things and that you then switch them for other things that are less popular but that you want more later...

... we actually had to switch things when the list closed anyway, as we had odd bits like a fancy kettle and a duvet cover set but only half the dinner service. This is a service that JL tell you about when you register for their gift list, so not completely unexpected/unheard of.

Soooo... I called JL gift list and asked them to add a second coffee service to the list and stupidly (as it was none of their business) told them why... the man who I spoke to had a huge go at me, he said that it was deceitful and immoral to put gifts on there knowing that you were planning to exchange them later and to think about how upset my guests would be if they ever found out what I'd done.

I can't believe I didn't ever complain about what he said, as whilst it may not have been the best idea in the world, it was not his place to have a go at me. :(

Well you know, it shouldn't really matter if you put 40 coffee sets on the list, it's none his goddamn business!
(Probably wasn't a good idea to tell him the reason why though in hindsight!)

Honestly the more I hear about JL the more I wonder about their training.

I'm considering a letter to the MD.

I've now had yet another email from yet another member of the cs team to say that one of my items is not in stock, so I can either choose something else or get a refund. I chose refund.

Any update?

John Lewis has absolutely the WORST service I have ever experienced. My delivery of a washing machine failed to arrive last week with absolutely no notice. I spoke to customer services who said that they hadn't been able to locate the product and so didn't load it onto the van. They didn't know why I hadn't been notified. I was then assured that it would be delivered this week. I had two text messages to confirm this. One with a date and time slot and the next, sent yesterday with a two hour time slot. It hasn't arrived. I then spoke to a completely incompetent man at customer services who said that the order was cancelled and that there was nothing he could do about it. He could not have been more unhelpful and frustrating. He was totally incompetent originally seeing no order history, then suggested that I was expecting an order of chairs before finally putting me on hold and coming back to say that the washing machine order had been cancelled - Without my knowledge! Apparently they had tried to call and have left messages but I haven't even had a missed call let alone a voicemail. I have now taken two of my holiday days off work for this shoddy company. I could't be angrier or more disappointed - this is an unbelievably awful service from a reputable supplier. I have been using John Lewis for years but will avoid them at all cost in the future. Lets see if Argos can delivery a washing machine.

This thread is 7 years old...

Zombie

not read the thread how patronizing op, how do they know when you need to send gifts! people away - people ill - its non of their business!

Their business is to get goods to you and sort if out when they are not with you but you know capita have apparently taken on customer complaints soo....

I think they are getting a bad rep lately and no business can afford this...

arghhhhhhhhhhhhh

Still livid 7 years on??

Mumsnet really need to lock threads after a period of inactivity. They manage it on the MSE boards without a problem.

Last Xmas my brother ordered some Emma bridgewater mugs for our aunt. When they arrived they were in a massive Box lolling around. One was damamges so he sent it back, and the next one arrived in two pieces, sent that back the next one arrived with a chip lol it's terrible!!! I lv John Lewis but their packaging is not great.

I don't think that was a wittering email. Clear and not too long. I generally don't start with 'To whom...' because it's a bit long - 'Hi John Lewis' works just as well.

The letter you received back was someone failing to be funny, I think. I'd have been extremely annoyed about that and escalating. Their Customer Director is @CraigInglis on Twitter and as others have said you can probably guess his email - it'll be something like [email protected].

seven years ago

How do zombie threads get woken up??

As someone who works in customer service, no matter how tempting it is to send an email like that it’s shocking. I’d be livid if if I received that and would definitely complain further especially as it’s from John Lewis.

Plus it’s still September not October