Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect better service than this from John Lewis?

41 replies

alicetrefusis · 28/12/2013 11:35

So, my dishwasher packed up just before Christmas.i ordered a replacement from John Lewis and paid an extra £8.50 for a delivery between 11 and3pm today. Specifically chose JL to avoid any delivery issues!

Took dogs for a walk , stupidly and fatally left my mobile at home, and got back at 1030 to discover they had tried to deliver at ten past ten! Rang the number on the card. They had no record of my order but eventually traced it via my email address. As it was an online order, they had to put me through to despatch. I waited 15 minutes on hold, only to be told they couldn't get through, to despatch, and would ring me back. They cannot guarantee delivery today.

I am hopping mad, and waiting to hear back from them. Have left a message on the mobile number of the delivery people.

May as we'll have gone to an online discount place. So disappointed.

OP posts:
ChatNicknameUnavailable · 28/12/2013 11:42

The delivery is shoddy, yes...but overall yabu.

So you paid over the odds for a dishwasher from John Lewis just to avoid delivery issues?

How much did you pay? John Lewis is one of the list expensive places for appliances isn't it?

ChatNicknameUnavailable · 28/12/2013 11:43

most expensive

WorraLiberty · 28/12/2013 11:44

It's a bit crap but I don't know why you thought JL would be above fairly standard delivery problems?

'Online discount places' aren't necessarily any different if they come with good reviews.

scottishbelle78 · 28/12/2013 11:46

They use yodel or hermes type couriers for some of their deliveries. Our tablet computer was left on an open porch. Good job I am not dishonest.

HoneyDragon · 28/12/2013 11:47

I don't think UABU. You paid for a specific delivery slot. You returned in good time. Called before it was due originally to be delivered, yet they still couldn't resolve the problem.

TarkaTheOtter · 28/12/2013 11:47

As they price match it shouldn't be any more expensive.

I'd phone up jl customer services direct (number on the website) and give them a bit more hassle. If they really can't deliver today I'd be looking for the delivery charge refunded and some vouchers (£30ish) to compensate for my time and inconvenience.

scottishbelle78 · 28/12/2013 11:47

You should at least get back the extra younpaid for delivery.

tethersend · 28/12/2013 11:54

I'd be going mad, too.

You arranged for it to be delivered at a certain time, they reneged on that.

JL messed up my delivery once- the delivery men refused to deliver it, as DP had said something to upset them Confused (I think he'd expressed disappointment they were late, nothing offensive). Once they were coaxed out of the van and persuaded to deliver it, they brought in the wrong sofa. Ours was MIA.

It took two weeks to get our sofa; we got to keep the wrong one until if arrived and the right one was delivered by an exceptionally professional team of men. Oh, and they gave me £200 in JL vouchers for the inconvenience.

So, they do put things right when they fuck up. And they have fucked up. There's no way YABU,

DizzyZebra · 28/12/2013 12:01

If they use yodel etc then in.not sure why you expect the delivery service to be any different than if your paid for a delivery slot for an item from any other company.

Yodels(or other companies) do not take special care for john Lewis customers over "discount places"

DizzyZebra · 28/12/2013 12:03

Obviously they should honor the delivery slot btw. Yanbu on that. I just don't understand why it being john Lewis makes a difference.

wombat31 · 28/12/2013 12:13

John Lewis tried to deliver items to me while I was at work, they didn't leave it with a neighbour but took it back to the depot. I was informed that I had a week to collect or it would be returned. The depot being a 30 mile drive from my house...I let the items be returned coz it would've cost more in petrol to go get them than they actually cost.

caroldecker · 28/12/2013 12:24

The actual delivery may not be different for JL, but they are much better, IME, than most other places with apologising and providing vouchers/discounts to cover costs of issues caused by bad delivery.

Original poster
alicetrefusis · 28/12/2013 12:41

I had assumed JL had a generally better reputation for delivery reliability according to what I had read online. How wrong could I be!

Have now spent about an hour on and off to their customer service line which is an 0845 number. Twice they promised to call back and neither time have they done so. Third time lucky. I asked which delivery company they are using and they think it's one of their own vans. But can't get thru to them for some reason.

OP posts:
Original poster
alicetrefusis · 28/12/2013 13:08

I know this is a complete over reaction but am close to tears with the stress of it all on top of a hideous Xmas.

OP posts:
tiggytape · 28/12/2013 13:38

This reply has been deleted

Message withdrawn at poster's request.

tiggytape · 28/12/2013 13:40

This reply has been deleted

Message withdrawn at poster's request.

JodieGarberJacob · 28/12/2013 13:49

I don't know who John Lewis use but they were supposed to deliver a freestanding towel rail to us but took it to the wrong house and because no one was in, left it on their drive about a foot from the pavement. Luckily it was still there when the neighbours came home! I wasn't happy! BAD John Lewis!

Original poster
alicetrefusis · 28/12/2013 14:08

Thanks all :) just to clarify I paid for a four hour slot between eleven and three and they arrived at 1015. Still not heard anything. I suspect this will continue till Monday. What a waste of a day!

OP posts:
tethersend · 28/12/2013 14:25

You have booked and paid for a specific delivery slot- you are under no obligation to be available before that. In fact, you may have paid for that slot specifically because you were not available before that time.

Let us know how you get on.

MrsGeorgeMichael · 28/12/2013 17:49

oh alice! i just checked your thread and can't believe no-one got back to you.

Original poster
alicetrefusis · 29/12/2013 17:43

Hello everyone. I finally had a call but no further forward as JL customer services can't get thru to their own despatch people. I have been promised a call on Monday. The next slot they had available for re delivery was8 January apparently. They have agreed already to refund forty quids' worth of delivery and installation charges, but really!

OP posts:
CaptainTripps · 29/12/2013 21:26

YANBU - totally. You paid for a slot and they were trying to get a crafty early delivery probably just cos they were in the area and it suited them. Hope it gets sorted.

The refund is good but I would also expect some small compensation for inconvenience and disappointment.

Some on here think that sort of reaction is unreasonable but I don't. I think more customers should make a fuss for shoddy service.

JL does have a good name and, on this basis, one would expect a good service and for them to sort problems out pronto.

Good luck.

tiggytape · 30/12/2013 11:06

This reply has been deleted

Message withdrawn at poster's request.

LittleprincessinGOLDrocks · 30/12/2013 11:36

Have JL said definitely no delivery until after 8th Jan? If so have you thought about trying ao.com?
I have never used them, but I have heard good things about them. They price match and offer same day delivery - Here's a link
I would ring JL and say if they can't deliver by a date you find acceptable you would like a refund so you can go elsewhere.

Original poster
alicetrefusis · 30/12/2013 14:48

Thanks for the link little. May well end up with them! They promised a call before one today. Again nothing so am on the phone to them now.

OP posts:
Swipe left for the next trending thread