To think John Lewis customer service is crap?

[ThomasinaCoverly]

I had an issue with a delivery - I'd ordered three things and only two of them turned up. Delivery driver had no knowledge of the third thing (£199, so not a trivial item), so I called JL.

Customer service guy totally uninterested, patronising, arsey (and then took very flouncy offence when I got cross - I might add that I wasn't rude to him, just making it plain that I didn't appreciate the way he was talking to me). I was supposed to know, presumably by telepathy, that the things were coming from different warehouses and although the website said 7 days for each thing, I shouldn't have interpreted that as meaning they were going to arrive on the same day, and when their text message said my "delivery" would come today, that didn't mean all of it. I will, apparently, hear when the third thing will come when they graciously decide to contact me about it.

The stupid thing is that till I rang them I just wanted to know what was happening: now I'm really pissed off! AIBU to think that my next lot of furniture should come from somewhere else?

I used to think that they had good customer service, but I believe they've outsourced recently and it's gone downhill drastically. It's a shame as it was one of their strong points.

This happened a while ago but a sales assistant was snotty and spoke loud enough for me to hear their convo with regard to my query about discount. I didn't know then they had a policy about price guarantee which was in place for ages so I was within my rights to ask.

I for one am glad IKEA will finally be opened in my town. I hope their meatballs are still tasty and free refills still available.

www.sheffieldtelegraph.co.uk/news/business/john-lewis-warns-of-ikea-threat-to-city-centre-1-5841574

www.sheffieldtelegraph.co.uk/news/business/john-lewis-steps-up-pressure-over-ikea-1-6016424

I've found anything to do with their delivery, online, or having to deal with their phone 'customer service' pretty poor. In store, I've had mostly good experiences. However I don't buy much from them these days as they're too expensive and I find better choice in other local stores ( with no last minute cancellations on delivery).

Well, I got my reply from customer service. As predicted, no apology: just that my item will be in stock in the next week and they'll be in touch about delivery. Really crap. I do really want the damn thing (and can't get the design anywhere else): otherwise I'd cancel the order and go elsewhere.

Now replied, expressing disappointment and annoyance that they've failed to acknowledge my complaint or apologise, and copied to the MD. Fully expecting the brush-off there too.