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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to not want to buy from John Lewis ever again

42 replies

johnlewistraumas · 27/04/2011 20:40

I bought a dishwasher from John Lewis 2 weeks ago. It was supposed to be (finally) delivered yesterday. We bought it cos it had an extended 5 year warranty, but then yesterday got letter through saying we had a 2 year warranty and could only have the 5 year for an extra £80.

So we told them to hold the delivery while we sorted it with CS. The driver cancelled our delivery and told us we'd have to rearrange even though the warranty issue was sorted out at about 11.30 and our slot was till 2. I can appreciate they may have been busy, this is not the main issue.

Fair enough. But I was then only offered a slot next week. I asked if they could do anything as warranty issue was their fault and was promised a call back today. It never came.

I've spent all day on the phone to them to sort the mess out.

We were offered a courier to deliver, but had paid them to fit it so refused.

CS have been confused and would not let us speak to the store manager from the store where we bought it.

Tonight a driver turned up with our dishwasher. Imagine our delight that they sorted it out... However, there was no packaging on the machine and when I queried it the drivers claimed they'd 'removed it in the van'. The machine was really dusty. When they left (I felt sorry for the drivers as they'd worked late) we looked inside and realised it was A USED MACHINE. It is soaking wet inside, there is water in the salt compartment and white salt marks, and the machine has water marks down it. It has not been turned on or tested so there is no way it has happened here. I showed a neighbour who has just had a kitchen fitted and she has agreed that it is clearly a used machine. I am absolutely livid and completely gobsmacked that JL think it is OK to palm customers off like this, especially as we have paid over £400.

OP posts:
Arion · 27/04/2011 20:52

YADNBU - give them hell, disgusting service.

FabbyChic · 27/04/2011 20:55

That is really bad! The packaging should not have been removed until it was in your home.

I would go ballistic and threaten recourse via Trading Standards, I hope you wrote on the paperwork received used machine.

Summerbird73 · 27/04/2011 21:02

I am very surprised by this, JL have an excellent reputation for impeccable customer service - this has to be a one off

Ceic · 27/04/2011 21:06

YANBU

Your phone calls will almost certainly have a recording of the call "for training purposes". Is there anything said in those that could help your case?

You could also take them to the Small Claims court - we did this with another company and it got sorted out before the court date.

b1uebells · 27/04/2011 21:12

Yanbu, that is shocking customer service. Ring head office and kick up a fuss. Our local John Lewis is fantastic, I shop with them a lot and have never had any probs.

Can you go direct to the store you bought it from and speak to manager?

nijinsky · 27/04/2011 21:16

I've had similar with John Lewis in the past. Ordered carpets from them plus fitting but they delivered the wrong size of carpet. The underlay was already down so they took away the carpet but not the underlay. They expected me to live with underlay on my living room floor for 2 weeks while the new carpets were ordered. After a week, the underlay was beginning to shred so I had to get them to come and remove it. Then the new carpets were still the wrong size...the whole process took weeks.

I also bought a fridge from them and the carriers were very rude when it arrived and told me it was damaged (bump) and I could have I think £30 off or something or they could take it away and I would have to order a new one.

I sometimes feel John Lewis is quite a hard shop to buy stuff from.

crazycatlady · 27/04/2011 21:18

I had an issue with John Lewis last year. If you do a search for JL and my username you'll find it. I have to say their response to my complaint went over and above what I would have expected and completely restored my faith in them. Definitely make a complaint, but also I know they track comments on here so you may find you get a response... you can also tweet JL customer services on Twitter and they'll get back to you quick sharp.

ArrietyClock · 27/04/2011 21:21

I think you may find that the manufacturer tests them before sending them out. Ours was wet and had definitely been run.

Original poster
johnlewistraumas · 27/04/2011 21:42

Arriety it smells inside. It's clearly been hanging about. We have had a washing machine and a dryer from them and they arrived in packaging, with everything wrapped up.

OP posts:
IgnoringTheChildren · 27/04/2011 21:58

Shock That's awful! On the plus side when you kick up a fuss about it I expect they'll compensate you well - hopefully well enough to convince you to buy from them again!

Original poster
johnlewistraumas · 27/04/2011 22:03

To be honest, ignoring, it's the amount of time I've spent on this that's so infuriating. I won't buy from them again, as I have better things to do with my life than waste the best part of 2 days trying to sort out something that should be easy. I won't take the chance on a repeat performance.

OP posts:
twoistwiceasfun · 27/04/2011 22:07

This reply has been deleted

Message withdrawn at poster's request.

Original poster
johnlewistraumas · 27/04/2011 22:12

Also, there was none of the heat-wrapped plastic on the front of the machine, the eco rating sticker was missing and the hoses were attached, not inside the machine. Nothing inside e.g cutlery tray was wrapped, and there was no packaging whatsover. Even the machines on display in the shops have packaging inside and some assembly to be done, that's how I am so sure that this machine is no brand new. Also, when I asked the delivery drivers why it wasn't packed they both looked really sheepish.

OP posts:
kaid100 · 27/04/2011 22:14

Could that machine have been tested by the manufacturer to check that it worked, explaining the salt marks?

twoistwiceasfun · 27/04/2011 22:42

This reply has been deleted

Message withdrawn at poster's request.

Original poster
johnlewistraumas · 27/04/2011 22:46

A nice idea, two, but as this appears to have been used it suggests to me that if it is a return there may have been a problem, so I wouldn't want to keep it as I can't bear the thought of having to deal with JL CS again. Sad

OP posts:
twoistwiceasfun · 27/04/2011 22:52

This reply has been deleted

Message withdrawn at poster's request.

Original poster
johnlewistraumas · 27/04/2011 23:01

Agreed two. We have just realised as well that the bloody dishwasher they've sent is a different, discontinued model to the one we ordered. The confirmation only arrived in the post yesterday and we were so wrapped up in the warranty and delivery issues that we hadn't noticed the model no. is one digit different.

OP posts:
shayshaysmum · 27/04/2011 23:17

At least its a diff model though so you can definatley get it returned for that as well as it being used, adds a bit more weight to your complaint.

zonkin · 27/04/2011 23:23

I am surprised at this. Just had a fault with an appliance I bought from them a year ago and they delivered a replacement two days later. Definitely get on the phone - they are normally pretty good.

Original poster
johnlewistraumas · 27/04/2011 23:32

zonkin, I have literally spent all day on the phone trying to sort it out. Spoke to CS tonight and they are calling back tomorrow, allegedly, but as none of their promises to 'call us back materialised this morning, I'm not holding my breath!

OP posts:
BibiBelle · 27/04/2011 23:39

I had really shoddy service from House of Fraser recently. I looked to see if they had a FB page and posted on there about it. Immediate call from CS and a £45 compensation voucher. Might be worth a shot looking towards twitter or FB - a phone call isn't public enough iyswim?

BibiBelle · 27/04/2011 23:40

They do have a FB page with >36k people 'liking' it. They won't like any negative comments on there about shoddy customer services

Original poster
johnlewistraumas · 28/04/2011 00:01

Will wait and see what CS say in the am but will look at FB and Twitter. That will be my next step if we don't get it sorted out pronto.

OP posts:
IgnoringTheChildren · 28/04/2011 09:05

Hope that they manage to resolve things for you today without wasting too much more of your time!