John Lewis’ PR is awful?

[HelenaHandcart0]

Just received this in an email from JL saying they are ditching the ‘never knowingly undersold’ promise. Sadly I feel this could be the beginning of the end for them (I hope not) but what an awful way to communicate it!

It said:

..’we will be retiring our Never Knowingly Undersold policy this summer. Established back in 1925 and a hallmark of trust for nearly a century, we recognise that this policy is no longer serving you in the way that we would like, as it doesn't allow us to match prices from online-only retailers’

AIBU in thinking their PR is awful in communicating it this way?

Yes it’s crap, they don’t need to say anything but just drop it for something better

However, based on their “child in a dress trashing a house” campaign then I think their overall comms / marketing / press needs a bit of a shake up

It's a difficult thing to put a positive spin on TBF - 'John Lewis, Knowingly undersold' 😄.

I just had that email and was thinking exactly the same thing
Drop your never undersold thing by all means but don’t pretend you are doing us all a big favour

I got the email and didn’t think it was a problem, I thought it probably makes sense now that they can’t price match online retailers so what’s the point of price matching physical shops?

Didn’t make me think any less of them

yes I thought the same thing just now!

Trying to make something bad sound good, and failing - it just sounds like a bunch of vague waffle and we all know it means their prices will go up and they'll stop matching other retailers. And that will then go along with their very poor service lately.

Yes, I read it is:
JL = no longer trustworthy and nearly made it to 100 years but didn’t = desperate

Technically that's the marketing team not pr. Not sure why they'd draw attention to dropping it tbh.

I didn’t like the comment about there being more online shopping- yes- because they’ve closed so many JL stores.
I think they’re on the way down

@StuckInARug

I got the email and didn’t think it was a problem, I thought it probably makes sense now that they can’t price match online retailers so what’s the point of price matching physical shops?

Didn’t make me think any less of them

I am ok with what they are doing It’s the (failed) attempt at spinning it into a positive that’s badly done

So glad there is a thread about this.
I got the email too. But apart from getting rid of the "Never Knowingly Undersold" tag line is the message we are just basically going to hike up prices? But it a nice euphemistic email.

I didn't quite understand the point of it tbh

@StuckInARug

I got the email and didn’t think it was a problem, I thought it probably makes sense now that they can’t price match online retailers so what’s the point of price matching physical shops?

Didn’t make me think any less of them

That's how I felt. I think it's long overdue TBH.

Just be honest. We are changing, we know people won't like it, but we have to because the world has changed.
And deal with the drop in customer service standards that was happening pre Covid; people are starting to notice.

I thought it was dishonest. It’s disappointing if they’ve had to drop the price match policy, but don’t pretend it’s good for us. Not impressed.

I’m really disappointed in JL. It used to be the high street gold standard, it’s really sad to see it so cheerfully throw its once cherished values away.

Don't know about their PR but the level of service from John Lewis, especially in relation to deliveries, has been a disaster for quite a number of years now.

I think you are all over reacting to this - weve just been through a financial crisis, covid and now potentially at war - im amazed they kept it going so long!! I shall still support john Lewis and waitrose…….

What is John Lewis' USP now? It no longer claims to be as cheap as or cheaper than other retailers of the actually rather pricey items it sells. Its customer service has become woeful.

So it's just any old department store now. Tell me again what's happened to most of those.

I wish JL was like it used to be [sad face]
I was hoping we were going to grow old together

I got the email and thought it was a bit stupid! Don’t have a problem with them dropping the policy but the spin of “it’s not serving you” v it’s not serving us is ridiculous 😂

I've just had that email.
Tbh, it's quite rare now that I buy anything from JL. Their customer service used to be exemplary but now average at best.
White goods can be bought cheaper online, as can beauty and clothing. I do still like their bedding and glassware though.

I'm not sure what their usp is now. It's a shame but I can see difficult times ahead for them.

@Inchail

I wish JL was like it used to be [sad face] I was hoping we were going to grow old together

I know. Me too.

@bilbodog

I think you are all over reacting to this - weve just been through a financial crisis, covid and now potentially at war - im amazed they kept it going so long!! I shall still support john Lewis and waitrose…….

They maintained it through a world war and several recessions. The only reason they’re abandoning it now is the rise of online shopping and greater competition.

I should think they had to say something, rather than quietly drop it, because otherwise people might keep contacting them asking for rebates against something they’ve seen on-line.

I don’t think they are favouring their brand with orange lettering saying “Anyday” around the shop for some lines. It makes the overall atmosphere like ‘Kwik Save’. They should change the colour and lettering style in my opinion.

I got email, surprised it lasted so long and a shame it is going

I wouldn't mind if the Anyday range wasn't so shoddy. In fact I'd rather they said, We're not trying to compete with Primark and IKEA so, no, our own brand range isn't the cheapest but it's not made by children in sweatshops, it'll last a good few years and that makes it decent value.