To expect John Lewis not to take my money if they cannot deliver my order?

[WashingLion]

On the 23rd October I ordered a washing machine from John Lewis and paid £19.95 for speedy named-day delivery. By 5th november I still had not received my order and despite spending vast amounts of time on the phone to their customer service department over a period of 2 weeks, no-one could tell me what had gone wrong or when (if ever) I would receive my washing machine.

In the meantime, they had taken money from my credit card. They promised to call me back and never did. Not once. I am seething. I have mountains of washing. I have now cancelled the order but it will take 5 days to get my money back. In the meantime, I still have to buy a washing machine.

What I really don't understand is how they can have absolutely no idea what went wrong or how to sort it out. Or give a crap.

Am I being unreasonable to be utterly furious?

No you're not. They should compensate you - they sent me £50 in JLP vouchers when they buggered up one of my orders once (too long and boring to go into)

You're definitely not alone with poor customer service from John Lewis. We've had a number of problems over the last 6months with them. Thou we stupidly keep going back in the hope that they'll improve. Perhaps it's time to learn our lesson!

Go to the store and demand ask to speak to the Manager. Don't leave until you have seen him.

I've done two sit-ins and it works.

We got a £50 voucher as when they sent the wrong thing for our Bugaboo...

Why can't you buy a washing machine from a well known electrical company?

YANBU.

I'm surprised though, I've always had superb service from JL and have had a few orders from them over the last few years including a dishwasher, washing machine and tumble drier.

Hope you get it sorted.

MrBlooms, the point here is appalling customer service. I could buy a washing machine from any number of places!

Surprised to hear this about John Lewis, but you have my sympathy, as I wasn't impressed when H&M took payment from my card days before they delivered my order. There is a glitch on their website which wouldn't let me put in my full address (a 6 year old new-build development), so the courier didn't know where it was until I 'phoned them to tell them, after I saw it was at the address query stage for days when I tried to track the order.
Surely most of us think that it's out of order to take payment for goods before they deliver/we receive them?

Not surprised to hear this - we had the same problem - but with our entire wedding list.

Was all due to be delivered day after we got back from honeymoon; first time either of us had moved out from parents so we had a matress, 1 plate & 1 cup until our delivery arrived. Took several weeks of phonecalls & arguments with John Lewis before they finally did get round to delivering it.

However, we did get £300 in vouchers as compensation eventually so do keep phoning away!

YANBU. We had an issue with an order for a fridge last year. Initially they said delivery would take 2 weeks, then after 2 weeks they said that actually it was a new model and would be another six weeks - and in the meantime we had no fridge at all!

We complained ever so naicely and they sent us a loan fridge immediately and then despite repeated phone calls and THREE appointments for their van to come and collect it, they never bothered so my lovely mum got a free fridge/freezer out of it too.

Can't complain although was enormously inconvenient having 2 fridge freezers in our kitchen for over a month.

Every time there is a thread about John Lewis the complaint has been made via phone. Email them until they sort it. It's much easier to get compensation sorted when you have actual evidence of previous conversations