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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To expect more than just a refund from John Lewis?

62 replies

mindthegap79 · 16/04/2015 20:38

Ordered a hob from John Lewis 3 weeks ago. Website said delivery within 4 working days. I got an email confirmation and a guarantee was emailed to me the next day. Dispatched on the 3rd day and they debited my account. 2 weeks later, no hob! I emailed them and today they called to say that unfortunately the hob was out of stock and would I rather have a refund or a different hob. Ffs!

The 2 other shops which had stock 3 weeks ago no longer have stock, so now I cannot have my lovely hob from anywhere. I know this is a first world problem, but I've had no kitchen or bathroom since November due to cowboy builders. I finally have new builders in, and they're now delayed due to no hob. Grrr.

I asked John Lewis for a refund (which will take a few days, grrr again) and some additional compensation. They said they were only authorised to refund me, but they're phoning back tomorrow.

Reckon they should give me some vouchers or something? I've spent a bloody fortune in that shop over the years. Feeling peeved.

OP posts:

LadySybilLikesSloeGin · 16/04/2015 20:40

They offered you a refund. It's not their fault your builder has messed you around. Shit happens, you know. I'd say they are being reasonable, but you're not.

Sorry.

Justusemyname · 16/04/2015 20:42

they should give you something for inconvenience and disappointment but your previous spend in the shop is irrelevant.

MeggyMooAndTinkerToo · 16/04/2015 20:43

Why did you wait so long to email them to chase it up?

LadySybilLikesSloeGin · 16/04/2015 20:44

I don't get something for the inconvenience and disappointment when I go into JL and they don't have the top I wanted to buy in stock, I just take my money into a different store or buy something else. You can't honestly expect something for being upset that they didn't have the item you wanted in stock

SwedishEdith · 16/04/2015 20:45

I'd see what they say tomorrow. I don't think your previous spend in the shop is irrelevant, tbh. I wouldn't build your hopes up but they sent me a £10 voucher once just because I've bought a lot from them.

PHANTOMnamechanger · 16/04/2015 20:47

Persist, write to the manager and say how disappointed you are blah blah blah. my friend had this with a dishwasher from them which first the wrong one came, and then a delay getting the correct one, and when it was installed, it was leaky. they took away the leaking one and replaced it AND issued a FULL REFUND for the inconvenience!

Original poster

mindthegap79 · 16/04/2015 20:51

Thanks for the responses. I should have chased them up more quickly but it's John Lewis! They're normally excellent and it was the bank holiday weekend so thought that might have delayed things. But yes, I should have emailed sooner.

I don't think it's the same as them not having something in my size, so buying it from someone else, as they took my money, kept it for ages, even though they didn't have the product, and now I can't even have my money back for several days.

OP posts:

PHANTOMnamechanger · 16/04/2015 20:51

They are not being reasonable in my book Lady. The website said the item was in stock for delivery in 4 days, and after 3 days it was "dispatched" and the money taken! OP has waited a reasonable length of time to query no show - due to bank holidays I assume. Had OP known sooner she could have got one elsewhere but now those have gone too.

seaoflove · 16/04/2015 20:53

John Lewis often sell stock on behalf of third party suppliers (so the items don't come from JL but elsewhere) so that might explain the delay/miscommunication.

londonrach · 16/04/2015 20:53

They given full refund. What else do you expect? Any previous spend or your bad builders arent their problem.

freezation · 16/04/2015 20:57

YANBU. I would expect more from John Lewis. Their customer service is supposed to be legendary. They could at least send you some free coffee and cake vouchers. That way they're getting you back in store and it's not much skin off their nose. I think it is relevant that you've spent lots in the past as they risk losing your custom and possible big spends in the future. Whatever happened to rewarding loyal customers?

kali110 · 16/04/2015 20:58

Think yabu. Theyve given you your money back.
It's not really a massive problem!
Though i bet you will get compensation in the end.

Mostlyjustaluker · 16/04/2015 20:59

Send them a message on twitter.

Dognado · 16/04/2015 21:03

Of course previous spend is relevant, it means she's a good customer. Of course it's unreasonable to take money without providing the product. Of course it's unreasonable to report dispatch incorrectly. No she shouldn't have had to chase it up (hate that phrase), why the hell should she?

Most of the responses on this thread are ridiculous, just disagreeing for the sake of it. That, or stupid.

Original poster

mindthegap79 · 16/04/2015 21:03

I'll see what they say tomorrow and maybe tweet them. I don't feel very loyal to them at the moment!

OP posts:

Original poster

mindthegap79 · 16/04/2015 21:04

Thank you Dognado

OP posts:

SueBigFatSue · 16/04/2015 21:05

It's nothing to do with the builders. I assume OP has new builders who are now delayed because OP bought and paid for an out of stock hob that was despatched 3 days after purchase...despite being out of stock. Yes, builders fault

t3rr3gl35 · 16/04/2015 21:10

Absolutely not bu imho. JL took your money, failed to deliver when expected and now you cannot source a direct alternative due to time delay. It is not unreasonable to find as close an alternative as you can within reason and ask JL to pay the difference due to their breach of contract.

Lizaa · 16/04/2015 21:13

YANBU to expect better communication/service from JL. They debited the money when they didn't actually have the goods to fulfil the order. Sounds like there has been some stock control issue or 3rd party supplier problem. They should have been more proactive with the communication.
I am on the fence about monetary compensation but in order to retain your custom I would have expected some gesture when they clearly inconvenienced you.
OP is not blaming JL for builder issues. And it is not the fault of the builders that JL said they had the item in stock, took the money then failed to deliver.

t3rr3gl35 · 16/04/2015 21:14

Surely OP was just venting about previous builders to describe her full frustration at anticipated new kitchen being delayed? Didn't cross my mind for a second that she thought it had any direct relevance to the let down she felt by JL over hob.

to OP, and hoping you soon have the ability to make your own in a nice shiny new kitchen.

HirplesWithHaggis · 16/04/2015 21:16

If you tweet, it's @JohnLewisRetail. @JohnLewis is a lovely bloke but won't be able to help.

fredabear · 16/04/2015 21:24

I've had problems with JL in the last week - delivery not on date they gave me, parts missing, other things not delivered etc complained and got action pretty quickly so will get goods eventually and an promise of a 'more tangible' apology when they do arrive, so do complain!

Fluffycloudland77 · 16/04/2015 21:27

I'd email the CEO. That usually works.

lavenderhoney · 16/04/2015 21:32

John Lewis have an excellent reputation which is why people use them. They fucked up on such a grand scale with me over a period of time I thought there was some kind of personal vendetta.

So yes, do complain because you are paying extra and using them due to their reputation. They need to know.

I wrote to the CEO, he passed the buck, and since then ( on their request) I have a lovely kind relationship via email with a manager who micro manages my orders and was quite horrified at the treatment I endured.

My issue at the time couldn't have been resolved by vouchers as the damage had been done, although they came in handy:) I still had a fucking miserable time with them and they helped fuck over a very bad time in my life anyway and I won't get that time back. I bought through JL because I thought they were reliable. They weren't.

I have to say, it's amazing how:) but, as I say, I email the manager when I make an order.

youarekiddingme · 16/04/2015 21:32

Dognado has it.

They took your money when there was no item. That's almost akin to fraud.

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