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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to never want to order from John Lewis again?

92 replies

crazycatlady · 04/01/2011 20:12

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!

OP posts:

KongKickeroo · 31/12/2013 19:51

They have annoyed me too recently. I ordered three separate items of clothing (socks for me, sleepsuits for DS) that were described as "100% pure cotton" that ended up being polyester, which DS is allergic to - luckily I double checked the label. Fair enough, anyone can make mistakes, but I emailed them to let them know and the online descriptions still haven't been changed a month later.

I would still order from them because most other shops are even more shit , but will no longer pay the "premium" I used to accept for reliability and good service.

Mouthfulofquiz · 31/12/2013 19:57

I never even looked at the date!! Oh well - not the end of the world is it???

daisychicken · 31/12/2013 20:02

I had the same problem as stinkyfeet - ordered a washing machine instore that on their computers was shown in stock, 3 weeks and many phone calls later it turned out they didn't have the machine in stock and they couldn't tell me when they would have it in stock. Customer service was a nightmare to deal with all the way through, I eventually managed to get my money refunded and didn't get an apology.

Considering how many people told me how good JL is, I was very unimpressed and will not order from them again.

daisychicken · 31/12/2013 20:03

Oops! Just seen the zombie note....

FracturedViewOfLife · 31/12/2013 20:07

I waited in for a delivery today too. Apparently I signed for it at 12:00 and 17:33 yet I was in all day with a doorbell and a dog that barks if someone comes up the steps.

Argh!

ElfontheShelfIsWATCHINGYOUTOO · 31/12/2013 20:15

I ordered an xmas present and it turned up totally smashed in store, they said they would send another but that order was already delayed and the packaging was shit, so I didnt want to risk it, the day before xmas when i would have no gift to give, again, hardly bothered.

I think its odd, I have never had to fault waitrose staff, and yet JL staff dont seem to care as much...

ElfontheShelfIsWATCHINGYOUTOO · 31/12/2013 20:16

how can this be a zombie thread????? how odd where do people find them.

Misspixietrix · 31/12/2013 21:06

We've just had a nightmare with them too. Ordered appliance (washing machine to be exact) Because wanted the warranty as was a gift to DM just coming out of Hospital (her prev second hand one had broken down). Wasn't until we got to ok installing it we noticed the waste pipe had been snapped/cut off deliberately. Told to expect a call back within a couple of days to arrange refund. Ended up marching in to the store and telling them we weren't leaving without one as we still haven't got the callback over a week later. To be fair thelady Instore was a brilliant help. think its lack of communication most of the time.

tobiasfunke · 31/12/2013 22:21

Ha ha - 3 years later and their customer service is still woeful.

HumptyDumptyBumpty · 31/12/2013 22:54

Nothing changes then. Three years on and JLP are still a) using shitty link and b) failing to deliver items.

We've had 250 in apology vouchers from them just in December, thanks to THREE separate orders they managed to fuck up royally. One was a bed, green van delivery, took them two HOURS to find our house, mainly as they ignored instructions each time they rang to say they were (more) lost (we live in suburban SE London).
One was three small electrical items, dumped in our hedge, no card through the door, and one of them went missing (big surprise), JLP customer service man said 'well you should have been in to receive the delivery, it's your responsibility' (it was shitty link, no named day delivery).
The last was our cot mattress, I had to insist that it not be delivered via the cunting couriers, and was told by the bitchy sales assistant that it wasn't possible. I asked for a manager, and sure enough, there' say special 'switch to green van' option on their delivery page.
The mattress was soaking wet when delivered.

Oh, and I went in to look at tablets in their electrical department, was trying to google something on one, couldn't make it connect, so asked. Was told that we don't allow customers to connect tablets to the internet madam.
I told him if I couldn't try it out properly, I'd buy elsewhere. He walked off.

I loathe fucking John Lewis. Appalling company, content to rest on their historic reputation for good service.

Oh, and when I went in to order the last one, in store, it took me twenty minutes to find a sales assistant who wasn't
too fucking busy gossiping to actually serve me.

Sjz1938 · 14/06/2016 13:54

I cannot believe how inefficient John Lewis is.
I ordered and paid for a bed. They delivered dining-room chairs marked 'BED' and now I've waited all morning for delivery of other items for a delivery slot of between 9 and 11 and it's now nearly 2pm and they're still not here. No telephone calls, no apology, no explanation and no reconfirmed delivery.
I'm about to leave the UK on holiday on Friday.

LadyAntonella · 14/06/2016 14:24

I hate zombie threads, but I've had dreadful experience with JL too and it is fucking infuriating, so I get why you are restarting this. I can't advise you as I would normally say call customer service or take to Twitter as this usually works well for any company worth its salt, but I did both of these things with JL and it still took months of me chasing them around and explaining the same thing to lots of different but equally unhelpful JL staff members for me to get any acknowledgement of my complaint. Then they sent me a free tea and cake voucher - awesome . Bellends.

Sjz1938 · 14/06/2016 14:52

They could have offered me any amount of money to give my permission to be treated like a total waste of space and I would have refused it.
What's a zombie thread by the way?

Ginkypig · 14/06/2016 15:24

Fucking zombie thread!

Grrr

Sjz1938 · 14/06/2016 15:35

But, I have no idea what a zombie thread is so maybe you could tell me. I'm an old lady but I do have 9 grandchildren and my daughters use Mumsnet

RortyCrankle · 14/06/2016 15:47

Hello SJZ, a zombie thread is one which ended a long while ago - such as this one. Before yours, the last post was dated 31 December 2013.

It's usually easier to start a new thread.

Anyway, welcome to Mumsnet

Ginkypig · 14/06/2016 17:30

e my comment was made in a general way not at you just so you know.

Welcome.

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