TO NEVER NEVER use Johm lewis again

[messmessandmoremess]

and to warn you and every one I know not to.
They lie!
I used them as thought it would be hassle free.
I phoned them to make sure they can deliver and fit in a timely fashion rather than buy blind online
Order 2 days to come in, ok.
Deliver and fit a few days after that - great can wait for peace of mind.
Then can definately Guarantee you will have it week of 19th Dec.
Then sorry xmas and all that, it will be 4 of Jan.
Yes of course we will compensate but wait and see if you are happy with the washing machine first.
Well I no longer trust JL or believe a word their staff say and will never buy a toy, garment or anything ever again from them.
I might as well buy online.
Free delivery, same price and free returns within 10 days.
It was only a physical store and peace of mind that made me choose JL.

Never had a problem. Always good service.

I had terrible trouble with JL a number of years ago and havent used them for home delivery since. We ordered a toy kitchen for DD. When it hadnt turned up, I called them and they were insistent it had been delivered. Eventually persuaded them to ask the man who delivered it where it was and he claimed he had put it outside our garage door. Checked and it wasnt there (our garage was up a long drive so it didnt seem very likely anyway). He continued to insist it was there and then said he could prove it as the garage door had been brown. Ours was green and next doors was black so I knew he was lying. JL couldnt have been less interested and said they didnt have any more kitchens to send as a replacement - it was Christmas Eve by now as this had been going on for days. Late afternoon on Christmas Eve, we found the kitchen, it had been left in the open in our neighbour's back garden (nowhere near a garage) and had been since covered with snow. The packaging was ruined but luckily the kitchen inside was OK apart from being soaking wet. I rang and told them and they didnt offer any apology at all.

John Lewis outsource their phone ordering service now. It is not the John Lewis callcentre you phone when you have a problem but a company who also serve B&Q (whose service is appalling) and others. I only know this as a few of my friends have Christmas jobs with them locally. Maybe those with a bad service got through to the new, temporary staff?

YANBU. If a shop is crap, don't shop there again. And let them know what you think and tell as many people as possible. (Which you are doing, obviously).

You have been really unlucky as they are fantastic usually.

I've found them to be fantastic. I went into store to get a fridge-freezer and a tumble dryer and asked if I could have a discount for buying two items. Salesperson said he could give me a £50 discount if I took a returned item he had in the back. I inspected it and it was perfect.

It was damaged in transit. I returned to store and complained and the same salesperson ordered a new one and honoured the original price I paid. He also waivered the set delivery time charge of £12 (I think that's right).

I've just ordered made to measure curtains after weeks of looking at local independents. The make up fee was much cheaper and it is an express service. Then also came out to double check my own measurements free of charge.

I also saved a fortune when buying a buggy/travel system last year in the sales!

I do like to support local business so I don't always chose JL when the price is the same, but I do like the fact that in my local JL they go the extra mile.

I'm sorry the OP got such bad service.

I'm always a bit cautious about threads with JL complaints when the OP doesn't come back to respond to others. It sounds like some of their online service needs looking at, but in general they are still better than the vast majority of suppliers.

There must be serious unanticipated problem that they cannot do anything about, becasue IME there is nowhere better than JL for customer sevice and fulfilling promises. I think you have just been very, very unlucky.

Just had to come on and defend John Lewis. We went to a charity do for the homeless last night, and John Lewis donated at least 20 fantastic prizes to the raffle, including an I Pad. I have heard that the company donates to several charitable causes. I too have also never had a problem shopping there.

I've had some negative experiences with them recently (in store) and I also had to raise a 'never knowingly undersold' claim.

I wrote to complain and they compensated me in addition to refunding the money I had been overcharged for my electrical item (£50 quid).

I haven't ordered anything with them since a couple of Christmases ago when I ordered a lot of Christmas presents in November and paid the premium for a chosen day in December. Of course it didn't arrive and they couldn't trace it - then they shut the phone lines so I was just getting an automated message for 2 days. Parcel turned up mid way between Christmas and New Year. They wouldn't even refund the delivery charge. I was so not impressed.

Friends of mine went to JL as they've never had problems/great staff/good reputation etc etc etc.

They ordered everything for their nursery including a travel system, six weeks before her EDD, with everything to be delivered two weeks later, so four before the EDD which was the last week of September, so not like it was Christmas and they were horrendously busy.

The delivery was pushed back so many times that when she had their DD, two days after her EDD, they had no way of getting her home and had to borrow a car seat from a friend.

JL could not have cared less when the DH called to complain.

Poor you for the bad luck.

But I'll continue buying and getting deliveries from JL because they've been fab to me for 10 years.

I've had to comain to John lewdis before - faulty laptop. Took longer than they quoted to be fixed and was a bit if a faff, but then they also compensated me very well for the inconvenience. I would suggest a letter of complaint explaining how it's an extra inconvenience over Christmas and request a suitable goodwill gesture - lots of JL vouchers to use in their sale

Yes, exactly what is written in the Guardian link is what happened to my brother and his wife!

Never had a problem. I love JL.

Have just had the same washing machine delivered and installed from online company for less than JL was charging in less than 24 hours.
Comes with same guarantee too.
JL said 4th of Jan in spite of saying I would have at the end of the week when I phoned and ordered.

Sorry did not have time to check back until now as traipsing around with bags of washing and arranging installation of new machine.

Messmess, that's exactly what happened to me. Co-op Electrical were excellent, took my old machine away where as JL said they wouldn't as machine coming from manufacturer. I have Bosch's extra 2 year warranty and cashback thing, which is what made me order from JL in the first place (plus I usually get my washing machine's etc from there). I ordered end of Nov and the couldn't guarantee I would have it be end of next week, strange definition of a week !

Then when I rang to cancel the JL order, bloke on phone said he would have to put me on hold and see if he could do that. Luckily he came back and said he would as I was ready to explode by then.

I used appliancedeals and have never had such service.
They rang me 2 hours after placing order to check details and confirm next day delivery.
They gave me a tracking number.
They emailed and phoned me with a delivery time slot.
Then phoned half an hour before delivering.
They accidently charged delivery (were advertising it free for limited time)
As soon as I emailed they refunded and apologised.
I would have happily paid £9.99 for the speed and ease of delivery anyway.
They will collect and return item free of charge too if I had changed my mind.

Love John Lewis.

Well OP you obviously had a bad experience unfortunately. I've never had anything but great service from them.