John Lewis fail to deliver!

[Bezm]

Ordered bedroom furniture from JL weeks ago, and purposely held off delivery for today to fit in with DH and SIL being off work to put it all together. Text on Tuesday off them saying they would deliver between 7 and 2 but will give a 2 hour slot the day before (i.e. Yesterday). Text last night confirming delivery between Ten and twelve. Driver would phone half an hour before to confirm. Further text at 6.30 am today confirming same and saying order was in it's way.
No appearance by 1pm so I tried to track the order. It didn't appear on the system. I phoned them and they couldn't tell me why but said they'd chase it up. Phoned back minutes later saying the driver had been held up delivering and fitting a light! They would be with me by 3. At 4.30 someone phoned me back to say they had to cancel the delivery as the driver had run over his legal hours. Fortunately ( she said) they could re deliver on Tuesday. Let's just say I wasn't best pleased. After much 'discussion' she said she would speak to a manager and call me back, which she did 10 mins later. They were able to offer an emergency delivery tomorrow morning. What a surprise! My DH and SIL took a day of their holidays each to put the furniture together, and we had plans for tomorrow that will now have to be cancelled. I'm going to ask for compensation. AIBU to ask for £100 in vouchers ( the value of the order is £1600)

If you don't ask, you don't get.
I'd give it a go.
I can see why you'd be annoyed.
I've noticed as soon as you complaint a new appointment/slot magically appears. Funny that.

Definitely ask. They will expect it and will pay a reasonable amount. There service is usually fantastic. On the few occasions over the years when not up to standard they've sorted it out quickly.

John Lewis delivery is usually very good, and they're usually very apologetic if it goes wrong.

I'd politely suggest compensation to them, and be surprised if they didn't figure something out.

John Lewis failed? Such a betrayal! We order lots from there purely because of their brilliant customer service. Make sure your compensation request is proportionate (i.e. don't ask for more than 10% of the value of the order in vouchers).

I had a massive issue with Dunelm and a sofa that took over a month to be delivered (from the 1st original delivery date) and they refunded £110 after pushing so it's worth asking!

We got £1500 from them after their delivery lorry drove over our lawn having brought our new freezer. Fortunately had the whole thing on video although they initially tried to fob us off by saying we had to contact their delivery company.
After we pointed out that we ordered the freezer from JL and who they choose to deliver it was not within our control they started to listen and do something about it, posting the video on their Facebook page may have helped too!
They got three landscaping companies to quote for the repair to the damage and then paid us the average.

Bad luck. I ordered some stuff online on Sunday afternoon and It was delivered to me today in Sweden.

I've stopped using JL for several reasons, but the last straw was that they cocked up the delivery of my order so badly that I still didn't have it a week later (and as a family we really couldn't do without it!)

I eventually cancelled the delivery because I could get what I needed 4 days quicker from someone else, and despite telling their customer services twice, and then telling the delivery driver when he phoned to say he was on his way that I'd cancelled it, they still tried to deliver. I was fuming, but got the brush off from customer services who were mostly unhelpful and obviously didn't care.

The very last person I talked to was very apologetic about it all, especially after he had read all the notes, and said he could't understand why it had happened, but I had to speak to three other people before I got him.

I used to love them, and got all our white goods from them because I thought the service was better, but the service has really gone downhill lately so we've gone to someone else now.

We ordered a washing machine from them which was on the website as 'in stock'.
Then they told us it would be a 6 week wait. We cancelled it and ordered it elsewhere and it arrived the next day.
We had to keep chasing for the refund and every year we get a reminder about the warranty for the machine we don't have.

As that was the third time I had a problem with them, with white goods, and an instance of a poorly made sofa which took 13 weeks to be made and delivered, that started to split at the seams I made the decision to never buy from them again.

Raven, I had a great experience with Dunelm, eventually! I ordered a made to measure blind and a pair of sheer curtains for my patio doors in store. Was told there was a 4 week delivery time, paid a £50 deposit.
4 weeks later, no sign s I phoned the store. Much apologising, the fabric for the curtains was out of stock, it would be another four weeks. Blind still being made. Following week got a call saying blind was ready. Picked it up but when I opened it at home it was the wrong fabric. Phoned them, many apologies again and correct fabric ordered. Next week, curtains were ready so collected them. Three weeks later, was in store for sheets and asked about blind. It had just come in so I took it. I said I would bring in the incorrect blind, she said not to bother as they would not be able to resell it as it was made to measure! The assistant took me out through the doors so the blind wouldn't set the alarm off.
I realised on the way home that I hadn't actually paid any more money other than the deposit, and hadn't paid for the sheets either! So in total, I got a set of made to measure curtains (£75), two Orla Keily made to measure blinds (£130 each), and a pair of super king sheets (£20) for £50!
Result! ( except I can't go back in that particular store anymore for sheer embarrassment!)

Currently at 16 week wait stage for a sofa that should have taken 8 weeks to deliver from John Lewis due to "quality issues" at the supplier. Only receive updates when I chase, nothing volunteered. Not impressed.

So in total, I got a set of made to measure curtains (£75), two Orla Keily made to measure blinds (£130 each), and a pair of super king sheets (£20) for £50!

You mean you stole stuff from the store.

Well they made very little time profit last year. So along with Debenhams and House of Fraser, who even knows if they'll be here in 5 years. Our High Street is disappearing.

@Bezm why didn't you pay for the sheets? They obviously thought you'd already paid for the sheets and the blind, why didn't you mention you hadn't paid before leaving the shop? Mind boggling!

I was sympathetic until I read your post about stealing from Dunelm, now not so much.

I’ve never been fond of John Lewis, and have never understood why seemingly everybody loves the stores and their customer service.

They really let me down with an order recently, and despite complaints, they haven’t provided me with so much as a penny or a voucher. Money grabbing arsehole company.

I have always received a delivery refund and/or a voucher from every other company I have had to complain to.

I will never use John Lewis again.

I managed to order almost identical items from The Range, and their service was brilliant, as were their products and prices.

Well they do say karma comes back around.

I had a fantastic result from JL last Christmas. I ordered 3 Lego Architecture sets and when the box arrived it contained only the two cheaper sets (worth about £70 combined), but not the largest set (worth £80). Indeed the delivery box was too small to have fitted all three sets in. I rang customer service, who fobbed me off that a second box might be on its way and told me they would call me back. About an hour later a very friendly man called me from the back office and said they had checked my record history with them and were confident, without needing further evidence, that I was telling the truth (I do have a long order history with them) and told me he would courier the missing set to me on a date/time to suit me. He gave me his direct number and asked me to call him when it arrived, which I duly did. He then said that he was offering me £50 refund as compensation and was I willing to accept? Duh... yes! He processed the refund immediately and told me that if I ever had a problem again, that I should call him direct and not go through customer service. It was amazing customer care.

Whenever I've made any complaint to John Lewis - not often, as their service is usually fine - I've always had compensation in some kind, even if only coffee /cake vouchers! I've never thought of them as money-grabbing at all.

I have given up with JL completely after numerous fails on deliveries when working in holiday rentals and fitting out properties even when I have paid extra for slots. My friend never received her wedding list delivery it was years ago, they gave her nothing in compensation as she hadn’t been the purchaser.

And when in the Oxford Street store looking to buy a mattress when I was heavily pregnant, and with a budget of up to £1000, we were told we had to leave the store as it was closing in 15 minutes.

We had visited the store late at night, as one can since they open until 9pm with the view to test 3 mattresses and purchase our favourite. We had decided which one to buy, and approached the sales team, who for the past hour we’d been in the store, hung around chatting and laughing with each other. We hadn’t been offered assistance once. Anyway, as we were walking towards them, one of them called out to say they were closing in 15 minutes and we had to leave. I said to them ‘we’re buying that king size mattress over there, which one of you wants to earn some commission?’ They told us again that they were closing in 15 minutes. I told them we were going to pay £880 in cash for a mattress and that their tills are still on, and that I therefore expect to be served.

They told us about the 15 minutes and said to leave! I told them we’d spend our money elsewhere.

We went to Debenhams which is open until 10pm, and a staff member was more than happy to help, and the mattress was purchased within 5 minutes of entering the store. I find Debenhams fabulous for customer service.

@bezm, so you are a thief!

So Dunelm in fact cocked up just as much as John Lewis (in fact I'd say worse) but you're happy with that as you managed to steal loads of stuff from them. Nice.

I don't think the John Lewis error is that bad. Yes it's frustrating as you asked for a specific day so that someone would be there but there was a valid reason for the late delivery. Doesn't seem to be a valid reason for the Dunelm error

Bezm why didn't you go back and pay when you 'd realised your error?

I've had very good service from JL re: international delivery service. Speedy; no errors!