AIBU to be seriously narked with John Lewis customer services?

[Weegle]

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.

Write to query this and send it recorded delivery so they can't say they didn't get it. You can get confirmation of delivery online from the Royal Mail website. Just in case the transactions go through, you can prove you dispute them at the earliest opportunity.

Either that or waylay the delivery man and take the wine for yourself .

I am sorry to hear about all your difficulties with JL, but I have to offer an alternative opinion.

I ordered something from them at 8pm last Sunday evening and it arrived the following morning!

I discovered that I had ordered the wrong size, so emailed JL customer services about returning it for an exchange, they telephoned the next day and arranged for the item to be collected within 48 hours, and they delivered the replacement item at the same time!

So, maybe it's just some stores where the standards are slipping? I hope it is only a temporary blip, as JL is my current favourite for customer service!

Oh, don't get me on John Lewis.

I once bought a (very expensive) pair of boots from them (when I had money!), which proceeded to fall apart the very first time I bought them. I took them back within days and was told that the reason this had happened was because I hadn't got them soled and heeled as soon as I bought them (erm, who does this????????????????).

I sat there for 1.5 hours with a procession of managers walking back and forth addressing me as 'Madam' etc. but refusing to do anything. Finally, I asked for the boots to be shown to their Store Director. Pronto, the refund came, but still with them waffling on about reheeling and soling new shoes.

Why would you re-heel and sole new boots? . Isn't that why you bought new boots - so you wouldn't have to re-heel old ones??

And the contract you made is with the shop not the manufacturer so the shop have to sort it out.

wouldnt waste your time writing, we had a right episode with them over a delivery of 2 sofas! no apology no nothin. 4 weeks of phone calls to managers that still couldn't help. just left me feeling mader! I would never use them again!!

JL service hasn't just downhill, it has fallen into a ruddy great ravine never to be seen again!

I ordered a Miele washing machine on the 29th November, delivery was 10 days, and then they delivered earlier than the specified time while I was on a school run and refused to come back, even though I had left a note on the door saying back in 10 mins, I missed them by 5 mins, so I had to wait another week, eventually got it last week on the 12th

They don't let you speak to the shop floor anymore, even though the phone operators haven't a clue about everything the store sell. "let me try and deal with your query" they say, as if a spotty teenage youth knows what a wax refill for my Babylis wax kit is! They someone will call you back, they never do.

They used to be so good, not any more, so I go in store get the advice, which they are brilliant at, and then buy elsewhere on line, cheaper and more convenient.

They have declined so much this year, and I haste the new paying system in store, one massive check out, clogged up by customers complaining about non delivery etc, that you have to walk to the other end of the store, clutching your piles of sheets, towels etc, with a double buggy and not a glimmering hope of help.

I have had no response to any complaints, made no end of phone calls and emails, nothing in response.

YES, send this thread to JL NOW!!

Write to main customer services. I did once after a horrendous experience with a sofabed (too boring to recount here.) I got a personal call from head of customer services almost weeping cos the service had been so bad. He sent me a huge bunch of flowers and a goodwill payment of £100, plus refunding all my money. Definitely let them know, they pride themselves on good service and want to know when things go wrong.