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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to be seriously narked with John Lewis customer services?

32 replies

Weegle · 18/12/2007 17:51

because maybe I've lost perspective on this because I am in a mood anyway...

On Sun I got 2 emails saying thanks for orders, value £80. I never placed an order. I logged in online using my email address and private password and there are the orders. I phoned JL to be told Sunday, can't help, someone would call Monday. I'm bricking myself about being charged for something I haven't ordered, can't afford, someone has my details blah blah blah. Monday no phonecall so emailed again about 5pm. This morning 2 more emails saying orders have been dispatched. Phoned again and eventually spoke to someone (after being on the phone on/off hold for 30 min) who said it was a "simple mistake", "not a big deal", end of.

I would have expected at the very least: the orders to be deleted from my online account, and assurance that I won't be being liable for the payment on these, and assurance that no one has got access to my account and password details, and assurance that there is no chance of this happening again.

AIBU if I write to the head of customer services and say I don't think my concerns have been handled well? Or should I just leave it with what I've been told despite the fact the 2 orders are still showing against my account, and presumably the woman who DID place the orders hasn't got email confirmations etc.

OP posts:
DoesntChristmasDragOn · 18/12/2007 17:54

I think you should write. I was always under the impression that JL were far better than that at customer service.

Santasmissyontheside · 18/12/2007 17:56

no i would definately ask for a confirmation that you are not liable for any charge.

what was the supposed order

Original poster
Weegle · 18/12/2007 17:59

yes I've always had fantastic customer service with John Lewis which is one of the things I want to point out to them, that I have now had my faith in them shaken.

The orders were for 2 boxes of wine, £40 each each going to different addresses. Obviously Christmas gifts - one to Bedfordshire, one to Oxfordshire, from I think a very kind and generous daughter/daughter-in-law - yes I have that much information about these orders!

OP posts:
MrsGuyOfGisbourne · 18/12/2007 18:02

I read this as '... naked with JL cust services' and for a moment thought - yes - YABU.
Sorry - you're not.

Santasmissyontheside · 18/12/2007 18:02

oooh im bedfordsire i'll live in hope!

but seriously i would get confirmation. is it still showing on your account?

Original poster
Weegle · 18/12/2007 18:05

yes still showing

MrsGuyOfGisbourne - believe me I readily accept I would be being unreasonable inflicting my nakedness on anyone, and have no desire to do so with JL customer services

OP posts:
Santasmissyontheside · 18/12/2007 18:08

did you go through whole process of looking and placing order and then cancel?

Original poster
Weegle · 18/12/2007 18:37

no - it's literally NOTHING to do with me. I just logged on to check my emails and there are these order confirmations. I haven't looked at anything John Lewis for months as I'm currently a bit skint!

OP posts:
flowerytaleofNewYork · 18/12/2007 18:41

Ooh interesting. Do write to them, that's rubbish and you expect more from them.
I have just had my faith in JL severely shaken but I'm holding off broadcasting it to MN pending their response and proposal about how they will deal with the situation. If their response meets with my approval I will start a thread accordingly and if not, I will start a thread telling all the horrendousness that has happened in graphic detail.....

ItCameUponAMidnightClara · 18/12/2007 18:45

What are JL playing at lately then - another one here who is holding off on broadcasting my opinion about JL depending on how they deal with a big problem...

flowerytaleofNewYork · 18/12/2007 18:49

Really Clara? Blimey this isn't good is it? I am playing the 'I expected so much more from JL' card strongly in my situation. I was fairly confident I would be happy with what they come back with but now i'm not so sure!

MuffinMclay · 18/12/2007 18:55

I think JL customer service (online) has gone rapidly downhill of late (still fab in the stores imo). I have an ongoing dispute with JL which I've pretty much given up on, as I've wasted far too much time on emails and letters to people (head of customer services and above) who don't even acknowledge them, let alone address the complaint.

JerryErnie · 18/12/2007 19:02

My dh and mil have both had problems with orders over Christmas. What's happened to dear old JL?

flowerytaleofNewYork · 18/12/2007 19:07

I need my problem sorting pronto![selfish]

myrrhthamoo · 18/12/2007 19:12

My brother had his wedding list at JL. They got back from honeymoon on Monday and arranged for the wedding presents to be delivered in a specified time slot (7-9pm) last night at the exorbitant cost of £20. Db pulled into his road at 6.30 to see the JL delivery van just pulling away from their house. He chased after them and made them come back - they had left a "sorry, you were out" note. A minute later and he would have missed them completely. £20 and they couldn't even come at the right time!

Doodledootoo · 18/12/2007 19:12

Message withdrawn

ItCameUponAMidnightClara · 18/12/2007 19:13

Ooh we could start a club!

Yes I am doing the 'expected more from such a company' thing. I've been putting off following up our situation for a few days, really should get on and deal with it.

TheBlonde · 18/12/2007 19:15

weegle - call your credit card company - they should be able to block the transactions for you

They do seem to have gone downhill lately

Original poster
Weegle · 18/12/2007 19:17

exactly - I've been extremely pleased with JL customer service in the past and I uess that's why it's shocked me even more. And it's not even like I have ordered anything, I'm completely an innocent party here with enough on my plate without problems just appearing in my lap! I don't even get the 12 bottles of wine at the end of all this hassle!

OP posts:
Original poster
Weegle · 18/12/2007 19:18

i don't have a credit card, debit card only. But looking at the order details, I can see this other woman's card details so I'm assuming it's gone on that. Good thing I'm not in to a bit of fraud on the side.

OP posts:
NAB3littlemonkeys · 18/12/2007 19:18

I love them at the moment. I really wanted a kitchen for Ds2 and they were out of stock on line but I had a brain wave and rang the store. They had 2 in and agreed to save me one until the next day when I could go and get it. Does have a funny label on for a completely different JL store but all looks fine.

annobalthebignosereindeer · 18/12/2007 19:24

YANBU. I've noticed they are nowhere near as good as they normally are - we ordered a Christmas tree and decorations off them last week. The two parts to the order (tree and decorations) arrived a week apart. Apparently the decorations had gone elsewhere and had to be redispatched but I got no help from customer services at all.

When we finally put the tree up, it was a pre-lit one and it didn't work. I rang JL and they said they could give 10% as a gesture of goodwill . I thought that was paltry as it wouldn't even buy a set of lights.

saffy202 · 18/12/2007 19:39

I ordered a watch online but when it came it was a different make and style. They 'thought I might like that one instead'. Then they went on to say that the replacement was £450. Err no it wasn't; as I had it up on the screen in front of me.

I ended up having to go into town to take it back, I would have rather they emailed me and said it was out of stock.

dayofftomorrow · 18/12/2007 19:59

What is happening to JL have also so had service not up to their usual standard even the Waitrose near here is doing a kwik save impersonation (but not kwik save prices)

MuffinMclay · 18/12/2007 20:23

My neighbour, who worked for them until recently, tells me that they have had a huge turnover of staff in the past few months. Lots of partners held on for the big bonuses that they had recently (20% of salary, I think), then left. Perhaps it has had a knock on effect.

New CEO (or some other seniour person) too, and the old one was held in very high regard.