to never want to order from John Lewis again?

[crazycatlady]

Placed an order for about £200 worth of bedlinen and other stuff over Christmas with a named delivery date of today (which I paid an extra £7 for).

Order has not shown up. No phone call, no email, nothing. Called customer services who were very blase about it and just said I will get a call tomorrow AFTERNOON to explain what's happened. They have no idea where my order is and didn't even apologise.

If I have to wait in another day to receive this delivery, it will cost me my day rate (am self employed) which is more than the cost of the order itself.

I am 8 months PG so this has annoyed me more than it usually would, but I'm so pissed off I'm tempted never to use them again.

In fact I'm totally annoyed with shopping in general at the moment. High street outlets seem to have poor stock, relying on their shops as mere showrooms and expecting people to then order online, and then the online service is unspeakably crap too!

aah must be something in the air

we were supposed to get a delivery from House of Frazer today-also bedlinen. I was so looking forward to it! really good stuff, in their sale-had put off changing our sheets at the weekend as I thought we'd have lovely new stuff

hasn't turned up, nada, no idea why
grrrrrrrrrr

The "carding" issue is not John Lewis's fault (well it is for choosing fuckit fuck link) but they are well known for "carding".

Saying they attempted delivery when they didn't thus the retailer can't claim back th premium for the missed deadline as they attempted the delivery thus the customer must be lying.

Me too Cat. We've just spent the day decluttering and sorting the house out ready for DC2's arrival and I was really looking forward to slipping into bed under my new duck down duvet and in lovely brand new crisp white sheets. Grr.

I ordered a load of stuff from them before Xmas paying for next day delivery which was delivered to Citylink depot in Durham on 17th December. The buggers didn't turn until 31st December & I refused delivery.

Spoke to JL who have refunded all costs including delivery and have also given me £20 as way of an apology.

City link are AWFUL. WE had a "discussion" with them once where they claimed they had delivered for us (it was Cheese cake's) but we had not been in (we had someone in all day) then they claimed they had a picture of the house to prove it. Showed some bungalow I have no idea where is but not on the street we live on. They then said it would be delivered the day after (saturday) when it didnt they tried to deliver on the Monday where I told the guy I didn't want it. He tried to tell me i HAD to take it..

ewww ewww ewww...

I would wait and see what John Lewis does before writign them off but you should have had a better service IMO

Hello.

We've had a call from John Lewis Customer Service. They have seen this thread and have asked us to post up the following response:

"Dear crazycatlady, we're really sorry that you have experienced issues with your recent delivery. If you still require help with this matter, please contact us on [email protected] with your order number so that we can help.

"To everyone else, as a general note, although we have experienced some difficulties caused by adverse weather conditions over the last month, the majority of our courier deliveries have arrived on time. Where a delivery has failed we will strive to fully investigate and take appropriate action. We are constantly reviewing our couriers to ensure our customers receive the high standards of service they have every right to expect from John Lewis.

"If any other customer needs assistance with a failed delivery, please make contact with us on [email protected]."

The last two things ordered from John Lewis caused huge problems.

The first was needed ASAP and so I ordered it next day delivery. It eventually turned up 5 days later after much waiting in and false promises over the phone. I was refunded the delivery charge and part of the cost.

The last thing ordered was an oven for a new kitchen- they have to be ordered in advance they can get them sent from the manufacturer. When- several weeks later- it was time for it to arrive they claimed they had never received an order. They had taken payment and sent confirmation e-mails though. Still unresolved.

I used to buy from them a lot, now I wouldn't order from them if they paid me.

And both of those were well before the first snowflake had fallen.

Between this and the Facebook Prize Pudding fiasco, JL/Waitrose Customer Services are having to firefight bad PR all over the place!

Ah bless John Lewis for emailing hq. We ordered ds highchair from them when I was on mat leave so home all day. Heard letterbox go, card from them saying they'd tried to deliver but I wasn't home(!) delivered to neighbour (who also happened to have a delivery from them) very bizarre as they still had to walk down our path to post card thru door.
On the plus side am now good friends with neighbour who's ds2 is same age as my son so lazy jl courier made me a friend!

Shit happens, we all know mistakes are made, but what always made them stand out was how they dealt with their mistakes.

I've been ranting about this so much in RL I don't want to give identifiable details, but I never thought JL were the kind of company that would leave a family stuck over Christmas without a major kitchen appliance. There only response was denial + parroting the time a 'fresh' order would take to be delivered.

Have just had good delivery from JL
Unmarked van, cheery, polite courier
Around here they usually use HDN and the couriers that work for them see to be on the whole a very helpful lot.

Possibly not helped by being on London, where there very rarely is any customer service

Ordered some products before Christmas. They were delayed by the snow (supposed to be next day delivery).

Waited and waited;no info at all from online tracking. The first time I called JL, they said it would be out for delivery the next day. Didn't come. After a few more calls to JL, who seemed to know nothing about it, I asked them to ring the courier (UK Mail). Turns out that they courier had some kind of note that we would collect!!!

So cross.

Just rang now; UK Mail hadn't even sent back the products so we still hadn't had a refund. Guy on the phone v. helpful and put the refund through straight away- but this whole ridiculous process has taken over 3 weeks.

I asked if they could use a different courier and he said they can't but confirmed that many customers had been having problems with UK Mail.

I'm in London.

I really love JL but I won't order if they are still using these people.

friend ordered a buggy and had this problem 4 times with John Lewis - baby was almost 6 months old by the last time so she went and bought it elsewhere and got it delivered the next day!

I cannot argue that John Lewis/Peter Jones sell things that I want to buy for reasonable prices and I have no difficulties with their postal deliveries or the fact that whatever they do they put it right. But and this is a big BUT their van deliveries are dreadful and have been dreadful from the day I arrived in London in 1980 until the present time. Problems have included: paid for timed deliveries not arriving, a non negotiable delivery slot of 3pm - 9pm for a child's bike (Christmas present), a driver who refused to close the front door whilst he got his van ready to off-load a 1000 fridge - there were under 6's around and he told me children were mine to look after and to watch them. This could be the Duracell list as far as I am concerned. I use Kingston and PJ's and there's very little to chose between them. The deliveries are the worst and most inefficient I have experienced from a London retailer.

Thanks for posting the message from JL Helen.

I did not receive my promised call from John Lewis today. Very disappointed. Have emailed them as such.

Honestly this is such crap service. Not just from the courier company but also from John Lewis.

I can see the John Lewis PR team is trying to do the right thing/firefight (trust me I've been there), but when the customer service and operations teams are failing chronically, requesting a post goes up on MN doesn't really cut it.

I do like JL, they have won my loyalty, I live in the middle of nowhere, two hours+ drive to the nearest store - we had snow from the start of December until just before Hogmanay, my order from JL came on time, in spite of the snow.

One of the items they sent was the wrong thing, but they gave me a refund and let me keep the item.

Another company called Voga sent me a
Dalek helmet (sells for £20 - £30) instead of something else I ordered, when I e-mailed them they said keep it, and we will refund you too - I even offered to take it back next time I was near their shop, but they said to give it to someone... I still have that Dalek helmet, not sure what to do with it!

JL cannot be beaten IMO for dealing with issues. I previously ordered blinds for my house which had all been measured by their fitter. After 3 sets had been fitted there was a problem with the remaining two sets which took a while to resolve. After a few complaint calls they reimbursed me for the sets that had been fitted so I got them all for free!

My JL parcel (horribly overdue) was eventually delivered to another house. Not one next door or across the road, but a completely different road name, house number etc.

The recipient called JL and they gave him £50 to drop it round to me!

And Citylink 'knocked' at my door today, too - there was someone in all day.... waiting to hear back from JL on that as Citylink didn't leave a consignment number to enable me to get through their automated call system.

They have been beyond rubbish and having been a loyal customer I will never use their delivery service again.

Suggest you all try Harrods. Good customer service there and good value so long as you avoid the blingy stuff.

Well I placed my order well after the last snow had cleared from south London, so I can't see what the possible excuse is on either JL or Citylink's part.

I should have ordered from Selfridges. Or just gone there. I can park in the building and have my car cleaned then dine on salt beef or sushi for lunch at Selfridges. Plus they ALWAYS have what I want and the staff are so knowledgeable.

Nothing like that at John Lewis... you have to queue to find someone who knows how to put a buggy up and down FFS... and they never have what you want in stock in the shop. The last two times I have been to John Lewis Oxford St it has been a joke. First time was to buy a grobag for DD (not one 2.5 tog 18 month plus grobag in stock) and the second time to buy a decoration for the top of the Christmas tree (apparently they didn't sell anything like that...)

The John Lewis halo is seriously tarnished IMO.

I love JL. The only time they messed up my order they sent me a big bunch of flowers . This was a few years ago, mind you.

The funniest thing I have ever seen in John Lewis was a shop assistant wearing a bright red sash with the word 'Information' emblazoned on it.

She was wandering around the baby department aimlessly, the only member of staff in sight. When I asked her for some information on the drop-side functioning of a particular cot she said she didn't know, was new and had no idea how any of the products worked.

My sense of humour failed at the hideous irony of the situation and we left. Bought our cot in a local independent shop instead.

I always had this impression that John Lewis was 'good' but in hindsight, far too many of my dealings with them have been disappointing.

I have had brilliant service- ordered something a day before Xmas eve and it came next day. Free delivery.

My DH used to work for That Courier Firm. They load their drivers up with so many deliveries, it's impossible for them to get through it all. DH never completed every drop on his round despite working through all his breaks (his manager once had a go at him for trying to take time to eat a packed lunch. He was told they expected him to work though his lunchbreak).
His shift was 12 hours starting at 6am and they expect non-paid overtime on top of that. Items that aren't delivered are returned to the depot and marked as Not at home. The driver probably hasn't got anywhere near the address, but that doesn't seem to matter.
This is for van drivers, by the way. HGVs are protected by law from driving without adequate breaks.

Also paid John Lewis for next-day delivery (4th), for it not to arrive until a day later (5th). Again it was Citylink.

But it's not just them. I had an item due to be delivered today by Parcelforce24 from another company. That didn't turn up either.

Why are these couriers taking items and payment for next day delivery when they can't seem to deliver?