To think that if John Lewis promise a good service they should deliver it...

[PanicMode]

rather than over promising and underdelivering?!

We went to buy a new tumble dryer at the weekend and the lady in the shop was just reading the information off the tickets (which we're perfectly capable of doing ourselves) and was unable to help with why it would be worth spending money on a Bosch over an Indesit, or what the energy ratings actually meant in terms of how much electricity one uses, or how long one could expect it to last, given we use ours almost every day with four children. We then left the store to go and see whether there was a greater choice at Curry's even though I really detest shopping there - where we were completely bombarded with information by someone who obviously knew his stuff, but kept saying things like, "well, I'd only buy a Miele because I believe in quality, me". Well yes, if you've got 700 quid to spend on a dryer, I guess there wouldn't be any need for any other brands!!

We then returned to JL as we thought it would be a better experience and decided on a product which was a lot more than we wanted to spend, because there was a good deal on the product and it came with a 5 year warranty. (It's a Siemens, which is the same company as Bosch - something we discovered in Curry's - she hadn't thought it worth mentioning).

Anyway, after leaving us to go and 'run it through the till' it took absolutely AAAAGES - and DH went to find out what was happening -there were FIVE staff standing around the till, trying to work out how to run the item through the till, arrange disposal (as per their arrangements) and give us the special discount. When DH queried why it was taking so long, we were told, "it's very complicated you know". REALLY? In the bloody electrical department it's really difficult to take a card payment and arrange delivery?!

So, then we have to wait in for HOURS today - 14-00 to 21.00 and the driver will call "half an hour beforehand". I have just called to find out whether they can see if I'm number 5 on the list or number 50 so that I have an idea if they are going to come when I'm on the school run....No, we can't tell you that, it's because of the delivery arrangements we have. When I said that I was really disappointed with my first purchase of an electrical item from them, and I certainly wouldn't be using them again, he said, oh well, that's a shame.

So AIBU to think that this isn't really good enough when they've just taken over £400 of my money? Well DH's actually .

YANBU. Its not good enough from JL - and you should certainly write an objective, factual letter of complaint detailing your grievances.

It's John Lewis. Funny happens all the time but I still keep going back there. Suppose I just like their stuff and haven't found anywhere with a range as good, as much stock and which is as good value. I do agree though it is infuriating. I bought a new d/w in the summer - and the lady in PJ's who couldn't help because they didn't have the records from when they fitted the kitchen and d/w sizes now come in high and low - gave me a fitter's card and told me to give him ring and get him to come and check the size/housing requirements. He did, went back, ordered d/w, Neff, unbelievably good price, delivered within 4 days and was the first call, fitter came that night. Only had to wash up for a week! Brilliant.

Funny happens all the time - my point is that it shouldn't if they are promising to be so much better than their competition. And after this experience, they aren't. When Curry's delivered my washer dryer last time, I was able to talk to the driver to find out roughly when he'd be here within the four hour window I'd been given. Just to say, no, we can't help, isn't good enough if you have promised to be better and OVER deliver your promise!

But Panicmode, if they weren't better than the competition I wouldn't keep going back there. I quite agree their delivery systems are hopeless but when something goes wrong they put it right in my experience. And except in the ladies wear department, I 've never come across unhelpful staff either.

When I said that I was really disappointed with my first purchase of an electrical item from them, and I certainly wouldn't be using them again, he said, oh well, that's a shame.

Don't think that's terribly helpful really!

I think the problem is that people think that 'it's JL, it's better' and having usually used local electrical shops or horrible old Curry's, I don't think that they are, and they haven't given me ANY reason to go back.

John Lewis advertises with its great customer service and quality, so I suggest you complain and give them a chance to put it right.

I ordered a fridge through their online site and it all went very smooth, but a big company like that will have its weak points, and you're doing them a service by pointing that out.