AIBU John Lewis

[StoneofDestiny]

AIBU to think that an e mail or written complaint to John lewis should be answered within a few days at best, a week at most, even if it's to say they are looking into it.......but to be still waiting a month on is unreasonable.

Did you receive a ‘holding’ reply?

To the e mail, yes, saying they had received it. Then nothing. After 2 weeks I went the escalation route. Still nothing. Pretty poor.

Is it a complicated issue?

Are they on Face book messenger ? I find things get resolved on there.
If not, get on Twitter and kick off about it. You

I use Trust Pilot. John Lewis currently has 2.1 stars and rated poor.

Did you pay by PayPal? I had to do a complaint via them when JL customer service blanked me. They didn’t even respond to PayPal so just automatically got a refund.

How many times did you chase them? I don't wait more than 72 hours to get a reply. It takes seconds forward or copy and paste original email.

they are awful aren't they? We've stopped buying from them because the customer service is so poor now. It's a shame, as I used to love it there!

JL still rely on their old reputation for excellent customer service, the reality is it's now shockingly poor. If it's a store related issue you can't call them directly, you ring the outsourced call centre and they might call you back.

I understand the need to cut costs, but cutting the main reason people shop there is counterproductive.

Not a complicated issue. I've always bought household items from them - and there have been 'human errors' before, but they resolved them quickly and apologised.
This time it's the ignoring of e mails (sent several times now) and letters. The fact that I've had to do the running around, while paying for the privilege.
I think pp are right. The reputation John Lewis had before for ensuring the customer was treated well and were happy with their purchases has long gone.
Trouble is, once a stores reputation for quality goods and service is lost - it's almost impossible to get it back.
Two sets of my neighbours, who have been following this saga with interest (there have been a few slow hot Saturdays 😂), have been put right off buying from them now. They are waiting, like me, to see if a positive outcome materialises.

Have you tweeted them today about this?

It’s Covid, well that’s the excuse I get from every other organisation.
The sooner people are back in the office the better as far as I am concerned.

I don't wait more than 72 hours to get a reply
I didn't - I copied a pasted more than once, then took to snail mail, going up the chain of command.
Same outcome - nothing.

It's a shame - there are very few Department Stores left as it is. I always said John Lewis was the best. Not now.

Have you tweeted them today about this?

No - I don't tweet.
Is there another complaint?

Yes there is another complaint regarding JL apparently ignoring emails.

It’s Covid

That's why I waited so long at the start to chase up my initial complaint. But, sadly I don't think that's it at all.

Wow Percypigg - then John Lewis Customer Services need to get their butt into gear. They need to start with some big gestures to show they do care about their customers, or they are on the slippery slope.

JL are shite.

Email the CEO (ie CEO's office) and deal with the CEO's team. Totally different bucket of fish.

And never buy from JL again.

You can call them

Everywhere is using Covid as an excuse. It was interesting that OP mentioned that they have had to do all the legwork in the complaint. This seems to be the same for a lot of companies. No company wants to take ownership and 'own' a complaint. It's often left to the customer to take charge of the complaint and progress and get it dealt with. That shouldn't be the case. I hope.you get it sorted OP.

You can call them

😂 Did that at the beginning. It was worse than useless as explaining it all to one person, who puts you through to another and you have to start again.......I'm sure you know the drill.

I called them a few months ago about an issue with a product. It was broken (make up). They sent another and it was broken again. I called both times and they were good on the phone.

Doesn't say much about them that they sent you two broken products though. Your lucky your product wasn't an essential item.

Andrew Murphy is your guy. He sorted me out where customer service failed.

www.johnlewispartnership.co.uk/about/meet-the-board.html

Seems John Lewis Customer Service have a poor track record!