AIBU to be pissed off the John Lewis after sales service?

[TigsytheTiger]

Just that really? Am I expecting too much?

Back story is that I moved recently and decided to use the spare box room bedroom for additional wardrobe space. I did my research and ordered a JL double wardrobe.

A factor in buying from JL, was that they assembled the wardrobe on site and took away the rubbish for no extra charge.

So I ordered knowing there was a 5 week delivery lead time. 2 weeks ago I got a text from the logistics company offering me a Sunday delivery of 02 September. No time slot but you get a call on the day giving a two hour window. However the day is effectively written off as you can't make any advance plans.

So Sunday comes, get my time slot, delivery turns up and they take everything up to assemble. I've emptied the room out to give them space to work and 15 minutes later they appear to tell me they can't assemble the wardrobe as the back panels are completely split and new ones need to be ordered. They were lovely guys, very professional and very apologetic. They took photos of the damage and left the unassembled and unpacked wardrobe in place. They said the new parts would come quicker in about 2 weeks and they would call to arrange another installation date.

So although these things happen I'm a bit fed up as I'm now in a bigger mess as the stuff I did have in the room is now in bin bags and boxes in other rooms while I wait.

So Monday morning I call JL because as efficient as their logistics company are, I bought from JL and that is who I have the contract with.

Very apologetic on the phone, it's been passed to the after sales team and someone will call me later in the day to update me.

No call by the end of the day, although I have received a text from the logistics company to say new parts have been ordered, so I call JL back.

In my mind, I'm expecting them to take some ownership, apologise and look at compensating me. I'm either going to have set another precious Sunday aside or worse take annual leave on a week day to get this sorted.

So according to JL, I shouldn't have been told to expect a same day call back as after-sales have a current 3 day SLA to return calls and they will be in contact. Oh that's ok then, silly me. Here we are on Wednesday and not a dicky bird!

Quick enough to take an order, but not quite so caring or responsive after they have your money.

So AIBU to be a bit pissed off or just accept that at least their logistics company are on the ball?

Yep totally gone down hill. I used to love them and order everything possible from them because they could be trusted. Not anymore. I had similar experience to Ninoo a couple of months ago. They delivered and installed a (very expensive!) washing machine. It had a fault and lasted two weeks - no problem these things happen. But from that point on I was treated like I was a problem not a loyal customer. They didn’t have another model the same so I had to order one myself direct from the manufacturer, again ok, I understand stock gets sold. However, they made no priority to collect the faulty machine, and of course had GBP800+ of my money for the two weeks it took them to come because they wouldn’t refund before. They told me not to touch it or I’d invalidate my consumer rights and they wouldn’t refund, so I couldn’t even unplumb and install a new one til they’d been. But worst of all even though I was going to be left with out a working machine for weeks and they weren’t replacing it, they tried to tell me they wouldn’t refund the GBP50 for removal of old machine, plumbing of new (faulty) machine and the delivery charge. So they genuinely thought it was acceptable to leave me with no goods but GBP50 out of pocket! Needless to say that wasn’t happening, I wasn’t going away til I got my money back. Which I did after speaking to supervisor after supervisor and finally management. I was most annoyed by the thought that this is clearly their policy and someone else not as belligerent as me wouldn’t have been refunded. I will never buy anything from them again.

JL customer service has been outsourced hence the deterioration of the service. Keep complaining and if not satisfied ask to speak to a supervisor as they have much more power to offer compensation by way of vouchers.

DN works for them and has been promoted to taking the difficult calls!

My daughter bought a tv and table and chairs from John Lewis to be delivered to her city centre flat, she explained there was no parking apart from pay & display, told that wouldn’t be a problem. On day of delivery the driver phoned and said he couldn’t deliver as there was no where to park.

Well they called to tell me they are going to send an email to the supplier to find out what the situation is (note the going to, not already have). I appear to know more than they do as the logistics company have already ordered the replacement part - to which he replied oh excellent! In an enthusiastic voice.

He then told me that at the end of my "journey", they would review and look to make a goodwill gesture to me. Journey? It's a bloody complaint love, I'm not on a journey with anyone!

We had a similar experience last year when we ordered a tumble drier. We scheduled delivery, received text confirmation and then text updates confirming delivery timescale. My DH took time off work, cleared the garage to allow access (not an easy task given we’d just moved in) and waited.

Nothing arrived, nobody made contact and, when I eventually got through to customer service, I was told the item was out of stock and I shouldn’t have received confirmation of delivery!

They were so incredibly useless that I cancelled the order, sourced the same machine through ao.com who delivered it the next day without any issues.

We’ve been wary of JL ever since. Their customer care used to be outstanding (surpassed only by Lakeland in my experience!), but it’s no longer the case, sadly.

I agree, I've used AO for two deliveries recently and they've been brilliant!

John Lewis is shit since it outsourced deliveries to Frank Spencer and customer care to the Borg.

Website accuracy courtesy of Donald Trump.

I have to agree their Customer Service is crap. We bought a new dining table, with normal use it looked awful in less than a year - they sent someone out but they said it was "normal wear and tear and no fault". I have teenagers not toddlers and don't believe it is fit for purpose, DH said he'd deal with it but has done nothing. (To me it is £2000 wasted)