Missing Laptop from John Lewis

[Ezzymozzy]

Hello everyone,
I need help urgently . I paid for a laptop from JL and 2 softwares( microsoft office and anti virus). Got delivery of 2 softwares after 3 days and the receipt next day. Called JL customer service about the laptop. After several calls and poor reception , several promises of call backs and a call back.

Then i emailed them and got delays and excuses,: they are investigating it. I was finally informed that the laptop was delivered a day before the 2 softwares and someone from my flat signed for it. Delivered by city link( shitty link) This was after six days and had to send an email to remind that am waiting for the outcome of their investigation. Really amazed at the customer service.

Am devastated cos the laptop is 649.95 pounds.
The time they claim the laptop was delivered, neither me nor my husband were at home.
Am confused ,pls help me . What do i do ?
Why do have to deliver the items separately?

Conmen are very clever nowadays, and someone has taken the opp to take your laptop. The fact that there is a signature is irrelevant if it isn't your signature and you weren't there. Did you pay my credit card? You might be able to get the money back as it wasn't delivered and tell them it has been stolen.

Keep pushing them, last week we had a laptop delivered by citylink while we were out, no card through the door but he apparently left it on our doorstep and took a photo to prove delivery.
We called citylink directly to push a solution, they said that if they leave it hidden or with a neighbour they should leave a card, we got the refund through today, hope you get it sorted asap

I'd call the police. If someone (other than you or your DH) has taken delivery of the laptop surely that must be theft.

If you paid by credit card, call your credit card company and request a 'chargeback'.

This means they give you your money back. (You have to complete a form). Then it's up to the credit card company and John Lewis to argue it out together.

Contact JL again and ask them to get the item back from the person they left it with, or to send them the bill for it. You have not signed for it, which is your proof that you did not receive it!

Ask for a copy of the signature made when it was delivered. See if you can recognise it. It might be a neighbour who doesn't know when you are in or it might be the courier man himself with a made up name(?)

Have contacted both police and my bank. Bank will send a form for me to fill. Thanks all. Third a bit of a relief.
I will press hard till I get my money

hooray!

John Lewis HAVE to investigate this, I'm really sorry for the situation you're in.

The company I work for have had problems with couriers like this. If a customer contacts us with this problem then we then get in touch with the courier and they give us a claim form. We refund the customer immediately or send out a replacement.
It is not up to you to have to see who has signed for etc.

A lot of the time it ends up being the drivers. We've had experience were drivers have signed for items themselves and stole them. Couriers employ a lot of agency workers, so they then usually disappear never to be seen.

Get in touch with John Lewis again and kick off, this isn't on.
I hope you get things sorted.

I have contacted them several times and their customer relationship is really bad. They will promise to get to you but will never. One day I got a promise of call back three times but never got a return call.
I have asked for a replacement or refund but none is forth coming.
Am sure the delivery guy signed for itand took the laptop if it was ever signed for.

I will never buy anything from them. I will

This is the email address of the CEO of John Lewis

[email protected]

Try emailing him and seeing what response you get.

I have bought laptops from them and been happy, but they don't ring back when they say they will and you do have to do the chasing which is not on!

Good luck!

The same thing happened to my daughter, the company refunded her and claimed the delivery company. I am surprised by John Lewis, any problems i have ever had with them have been dealt with promptly. Definately their problem, they have to deal with the delivery company not you. create ' merry hell ' Dont be fobbed off. Good Luck.

Just to say there was a thread a couple of weeks ago about JL stuffing up a bed delivery - different scenario - but after no joy with cust services the OP tweeted; lots of us re-tweeted and JL resolved the problem very quickly indeed. Happy to do the same again.

I work for John Lewis and am very sorry for this service you have received. The tip I would give you is city link are supposed to use their hand held scanner to take a photo of the of e door they have delivered to to validate delivery. Please ask to have this checked.

Thanks very Much. I will give them a hot chase tomorrow.

I will email the CEO now.

ladyofdemanor thanks but for the scanner i doubt, cos the man dt delivered d other 2 items never asked DH to sign for them.
When asked about laptop,he said he was given only this pack to deliver. Why do they have to deliver the items separately. I ordered and paid fro them together and to be delivered to same address.
So am waiting for the proof of signature from JL.

Pls do you advise me to go there tomorrow(bluewater)

Sorry all for the misspelt words, am tensed and angry from the treatment am getting from JL. It is really unfortunate, I WILL NEVER BUY ANYTHING FROM THEM AND WILL ADVISE WHO CARES TO LISTEN.

Thanks all.
Just got my money back through bank chargeback.