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)

Wow, you are opening admitting to what equates to shoplifting.

Result Bezm - ignore the others. MN would hang you if you got an extra 2p in your change and you didn't drive 30 miles to return it the next day.

I also don't understand how you were able to pick up the curtains without paying then?

I'm another one who's stopped ordering stuff from JL, they completely screwed up an order for white goods, plus the delivery people were awful, the company they contract out to are really unprofessional. JL used to have an in-house delivery/installation and those people were excellent. I went to a local company instead, the thing that JL said they couldn't do, the local people did in record time.

I did get compensation though, made a huge fuss but very politely, made it clear how disappointed I was, what a good customer etc...But think JL's service has definitely gone downhill, I only ordered from them initially because it used to be so good.

Sounds like they thought she'd already paid and same goes for the sheets. I think most people would point out they hadn't paid yet rather than thinking they'd somehow got a freebie. Unless there's way more to the story.

Recently had a very similar experience. £1300 of white goods, ordered from JL as they could deliver next day (paid £19.99 for next day delivery) on the day we were given last slot of the day. Had waited I for this info as they did not text, so was frustrating. DH had taken evening off to fit item. 20 mind before end of delivery slot received a call to say they’d gone over their hours and could not deliver as stuck in traffic. Was fuming. No emergency deliveries available on sat or Sunday, I was offered Tuesday. Was really hacked off with it all. After a fuss it arrived on the Monday evening. 3 days late.
Very disappointing service.
Can’t believe you’ve posted about ripping off Dunhelm. That’s really poor.

I've had multiple episodes of really poor customer service from John Lewis. Not a store I'd use now.

Aside from wrong items/items being delivered to the wrong person/lying about delivery/expensive items being thrown over a gate into a neighbour's garden in the snow/refusing to help when a tech item broke after a few months/sending me 10 of one item in error, the thing that I found most unpleasant was a number of years ago. After a fire a number of years ago, I was buying a cooker and all the other usual white goods in one go. I politely asked if they might consider a discount bearing in mind the number of items I was buying. The assistant literally stuck his nose in the air, sneered at me and said 'oh no madam we dont play those sort of games. A polite 'no, I'm sorry thats not possible' with a smile would have been fine.

I left, went to Comet and they gave me a massive discount!

Waitrose messed up the special flowers I ordered for my Mother-in-law's birthday - she's housebound, we couldn't be there, and we paid extra for them to be delivered on her 85th birthday in a fixed time-slot. Nothing arrived for the whole birthday, When I complained, I was given some excuse about the flower people running out of time to make all their deliveries and that it would arrive at some point the following day. I expected that they would offer to honour the delivery free of charge, as they had completely missed the birthday, which was the whole point of the exercise. Instead, all they did was waive the delivery charge. They didn't even reduce the price of the flowers and they weren't particularly apologetic. I will never use them to deliver flowers again.

Whether you get satisfaction from JL customer service depends entirely on who you speak to. After one particularly horrific saga I emailed their operators director who lambasted the call centre staff and the local branch of Waitrose, refunded my money and sent me vouchers.

It's a bit rich to demand compensation for a failed delivery and then boast about theft, OP.

I didn't steal the sheets, it was only when I got home I realised I'd got them!
I think it was the whole harassment of trying to get my curtains and blinds sorted, and it was almost like a comedy of errors. It took ages to get the whole thing sorted out. I feel quite guilty now, perhaps I should go back and own up to not paying the remaining money? I've not even opened the sheets yet. I certainly don't think I'm a thief but perhaps didn't think it through.

Clawdy, when I went to see if the curtains had come in, it was on New Years Day in the sales and the place was packed. I waited ages whilstbthe assistant went to look as they had just had a delivery she said. When she's came back, she handed the box, which was huge, over. I was juggling shopping, handbag, slightly Confused MIL. She just walked me to the til and the queues were huge, she said let's just go through the gates to miss the tills. God knows why I didn't speak up then!
I'm mortified that people now think I'm a thief! It's a moment of madness never to be repeated.

When you got home or on your way home?
You were quite happy to gloat that you got all this got free, ( you didn't you didn't pay) but now JL have made a mistake it’s bad?

I won't use JL again. Ordered a Miele washing machine. Messed around 3 times over delivery date. Asked for them to plumb it in and remove old machines. When they arrived, they couldn't get the old ones out so we told them to leave the new one and we'd sort it. Got both old machines out (hardly difficult) and unwrapped new one to find power cable had been broken and bare wires poking through. Unpacked more and found it had been dropped from height judging by the damage. JL not interested.

Took to Twitter. Tweeted Miele and JL and Miele were very apologetic. JL eventually "found" another machine and sent to us, some 10 days late. They refunded the charges for fitting the new one (I did it) and for disposal of 2 others which our local council did for less than JL wanted. For loads of calls, tweets and aggravation, all I got was £25.

Their Exeter store is a disgrace and I would never use them again. They lie repeatedly and the idiots they send to plumb machines in are clueless. To give you an idea, it took me 5 minutes to level it and 2 to connect the cold water feed and drainage pipe and plug it into the electricity supply. Hardly rocket science!

OP, ask for loads of money. They need to learn to communicate and hitting them in the pocket is the only way they ever seem to learn. Twitter is quite good for shaming them...

God knows why I didn't speak up then!
So you knew you had to pay before you left the shop?

I have never had good service from JL.

Twice my husband ordered stuff for his office (two streets away) and paid from our business card registered to our home address, and they tried to deliver to our house (billing address) rather than his office (delivery address). Then, when I refused to accept delivery and requested they do the short drive to his office they took the stuff back to the depot and rearranged delivery!! For a week later! Once it was stuff he really needed and after that he kind of lost his shit with them and won’t order again.

I decided to buy a telly from them, personal order, so billing and delivery address the same. What could go wrong? I ask myself. They turn up with THREE TVs. No I say, I only ordered one. Oh dear they say. Well we need to ask someone. We’ll have to take them all away. Hang on I say, can’t I keep one? I have paid for one and you promised to deliver! No, they say, there’s clearly been a stock error we need to take them all back to the depot....

FFS. Debenhams are so much better in every way for household stuff. Can’t be doing with JL.

It’s quite amusing that I am getting adverts for JL at the bottom of my phone!

I never order anything from JL now that needs their van to deliver. Had a complete screw up on a delivery from them for dining room furniture costing over £2000. In the end I cancelled the order.

When I email my very polite complaint I basically got a reply saying. 'we don't give a shit'.

Also ordered a vacuum cleaner from them a while ago - click and collect - it was clearly a return from a previous customer as it was put back in the box in a way that it wouldn't be packed from the manufacture. It had a huge crack right across the plastic front. Clearly it hadn't been checked on return and just put back on the shelf to be sent out to the next customer.

I'm pretty much done with JL tbh.

When I email my very polite complaint I basically got a reply saying. 'we don't give a shit'.

So much this. They were pretty condescending too.

I've just looked back at some old emails and it took 11 emails to assorted departments and a Facebook complaint before I was refunded for a faulty item.

Theft is the intention to permanently deprive. Do you intend to pay what you owe @Bezm, or are you a thief?

There was a very long thread of here some time ago - maybe a couple of years ago - about awful service from JL and it wasn't the first either.

It seems their awful service pops up on MN regularly and clearly doesn't improve.

Malbecfan I had a very similar experience but when I didn't get a decent response from the original dept. I went way over their heads and really stressed how disappointed I was and so on...But wouldn't use them for anything electrical or similar again, or anything that needs delivery, I do think they have really gone downhill.

BTW other companies like Curry's will price match JL if asked, so even the 'never knowingly undersold' is not relevant anymore.