To think John Lewis have the worst customer services EVER?

[SwordfishSteak]

First world problem I know but I have just experienced the worst ongoing customer services experience.

Mattress purchase- we decided to splurge and buy an expensive one as we will be using it for a good decade.

After a couple of months (has to be made, apparently) they schedule delivery 2 weeks ago.
Never show up, never call. We have to chase, the order doesn't seem to exist anymore (???) then after more phone calls they find it again and reschedule delivery for 2 days ago.

They give me a time slot, it comes and goes with no contact. I call to chase and as I am on the phone the driver logs the delivery as 'refused'.
Apparently the street was too small?

They reschedule for yesterday with a smaller van.
This time the driver calls me directly and tells me no-one mentioned the street being narrow and he showed up in a too-big van.

Finally today at 2 they show up in a small enough van... and it turns out the packaging is torn and the mattress ripped.

Drivers call customer services who offer a small discount which we refuse. He then tells me they will call me with an update on a replacement.

Except they didn't and when I chased I was told said replacement has to be arranged through the store and I was given an effing time slot (!!!!!) in which the store will call me back tomorrow.
A four hour time slot.

Apparently messing up delivery 3 times and finally showing up with a ripped mattress doesn't even warrant a call back.

Is it me or is it the shittest service ever?

The guy tonight was lovely and tried calling the shop directly but couldn't get through because their number was disconnected... the whole thing has been a farce.

Anyway sorry for the rant, I was wondering if it had happened to others? I used to love JL...

We bought some nursery furniture from them about ten years ago. It looked so lovely on the website but it was a disaster. So many bits were missing and there were a number of redeliveries. Finally we just had one drawer front missing and they delivered a whole wardrobe and asked me to unpack it to find the missing piece. It wasn't much fun trying to find the missing piece on my hands and knees when hugely pregnant. I can laugh about it now. They did refund some of the money though after I complained.

YANBU! I HATE their customer service!! I
Told them I wanted to make a formal complaint and was told I couldn't as I had to wait for my delivery to be completed first and then they'd contact me, which they obviously didn't. I hate them I don't know why I keep shopping there!

I ordered a mattress from them a couple of years ago. Turned up later than promised and was ripped all down one side - looked like it had been dragged along the warehouse floor. Refused it and had to spend a long time on phone getting another sorted. This also turned up ripped! ( in a different place, so definitely not the same one re-sent!). Returned this and thought, third time lucky! I was wrong! Unbelievably, a third ripped mattress was delivered! Customer service said that they had a problem with how warehouse was handling mattresses- no blooming kidding!! Just gave up. Never again.

@ohthatbloodycat After spending nearly £200 on a product I would expect it to be sent to me in slightly more robust packaging than a paper envelope..? But sadly, they chose an envelope which was ripped open and the contents taken en route. Hermes posted the empty envelope through my door. JL then took over a month to refund me, meaning I had to buy another pair in the meantime in time for Christmas. Crap service and could have been so easily avoided - if they made it clear they were using Hermes for deliveries I would have click and collected 🤷🏻‍♀️

I used to work there many years ago and the customer service was excellent. It's really gone downhill. There's hardly any staff on the shop floor (took another customer and me 15 minutes to find one person who could help us in the jeans department at JL Oxford Street and the same the previous week). Product experts rare. Very little interest if something goes wrong. They've also shut the big branch near me.

Frankly it's cheaper and easier to buy on Amazon, whereas I used to buy nearly everything from JL. Perversely, I've just started buying from AO as they were fantastic when a delivery driver knocked over my wall (delivering to someone down my road).

Cancel it and get the mattress with the girls name. Eve? Emma? We have one and it's fab

Shopping is simpler when you can rule out JL from the outset. I will never shop from them again after my experience.

Here is a picture of the side we got to inspect properly.
The packaging on the other was equally damaged and we could see extensive dirt so it looks like it was dragged along on both ends.

The decline of John Lewis is a sad story...

Often it is quickest and most effective to go straight to the top of the tree if the lower branches are just blowing in the wind:

Ms Berangere Michel Executive Director - Customer Service

Email [email protected]

Telephone 0207 592 5360 (Direct)
Switchboard 0207 828 1000
Fax 020 7592 6333
Mobile 07894 806421
Website www.johnlewis.co.uk
Social Media T F LI

Postal Address 171 Victoria Street, London, SW1E 5NNM

Absolutely! Just wasted a fortune on clothes with them that fell apart in an unbelievably short period of time. They didn't want to know.

I’ve had good experiences and generally shop with them. It’s a shame they aren’t doing so well as I like to support shops that treat their staff well.

I had a good experience a few months ago when I ordered 3 dresses and only 2 turned up, even though the delivery note listed all 3. I rang CS, they logged my issue and someone rang me back an hour. Having already checked the missing dress was still in stock they had it ready to dispatch to me. I received it the next day.

That mattress though

I've only had good experiences with JL whether I have bought direct from my local shop or ordered on line and collected from my local Waitrose. And I have regularly bought from JL for years.

I've ordered an office chair that's coming on Saturday.

I will inspect it carefully.

I actively avoid them now.

We've recently had a terrible experience. We ordered some v expensive furniture through JL, one of their 'partner' brands. Unfortunately they seem to have zero communication with said partner so after waiting in for a delivery that didn't arrive I ended up dealing direct with the partner. Unfortunately they weren't much better (dreadful in fact) and after two further failed deliveries I phone JL and cancelled the order.

I didn't end there though, oh no. Because the finance company weren't informed by JL that the order had been cancelled and they took the first months payment from my acct. It took ages to get the money back, luckily though my bank bridged the payment under the dd guarantee.

I must have sat in hold to JL for about a day in total during this sorry saga. Their customer service is like a Russian Roulette - some are lovely and try to be helpful (but seem to have zero power) and some are rude, condescending and totally unhelpful. One blatantly lied to me!

Never, ever again. Such a shame as we had our wedding list through them many moons ago and they were amazing back then.

I'll also add that my overall feeling is that JL do not give a shiny shit anymore. A company like that should be bending over backwards to apologise to their customers and offering some form of sweetener to lure them back, after putting them through so many wasted hours of chasing and dissatisfaction!

It seems to be standard for them now that the furniture arrives damaged and the drivers are empowered to offer you 30% off straightaway. There must be something wrong with a company that so much arrives damaged they actually have a policy for it to try to relieve the pressure on customer services.

I recently ordered a chest of drawers. It arrived noticeably chipped and damaged. I was offered the 30% off but declined and it was returned. It’s unlikely I will use John Lewis again for furniture. It was also a chest of drawers for a bedroom and the driver was complaining about having to take it upstairs. We have a normal sized house on an estate and nothing difficult about the stairs.

They're awful now, I will never order from them again! 2 or so years ago had an absolute disaster of an order with them, bed turned up broken 3 times each time took ages to get it picked up and redelivered, by the end I asked for just a refund, again took ages and a total faff, had a horrible call with their executive complaints team or whatever they name their higher complaints team, mean and abrupt, I cried after hanging up, they were awful!

I had a delivery from them go missing and the company their customer service is outsourced to ‘investigated’ it in such a blatantly token way that I was livid, found an email address on their website and sent them a Grade A Stroppy Email. They refunded the cost of item. What you have to do is get through to actual John Lewis staff.

They are awful. Part of my order never showed up and when I called to sort it they said Royal Mail had delivered it and case closed. Took 4 more phone calls (waiting for 30 minutes each time to get through) before a replacement was sent and a token gesture for my trouble.

I’ve stopped buying from JL, they were fab ears ago but their stores aren’t wonderful, choice quite limited & uninspiring. I’ve moved to M&S again, they’ve got their act together, online with collection at local food hall.

Their new Chair has absolutely no retail experience.

I used to work for JL as a Saturday girl - while profit was important so too was other stakeholder matters - partners, customer service, community - I thought too nice at times!

It was run at a local level.

They have effectively retained the brand name but the shopping experience is awful.

I voted Yabu but only due to the dreadful state of customer service in other companies means JL isn’t worst.

The only negative review I've ever put on trustpilot was for a JL delivery and that was years ago. They did refund the amount I had paid for a one day delivery, but it was the most frustrating experience I've ever had with an online purchase.