John Lewis - stolen missing click & collect

[summerlovingvibes]

Went to a Waitrose store today to collect a parcel from John Lewis via click and collect. Customer services couldn't find the parcel number, but it in a few times but machine kept saying no.

I wasn't too fussed as the item in there I was likely to return anyway as shad since bought alternative, so thought I'd just leave it and it would automatically return to the warehouse.

Thinking about it on the way home and thought I would ring customer services to check because it was a bit weird that the number wasn't recognised.

After 2 agonising "I'll just pop you on hold to check something" calls and 50 minutes later I'm told that the parcel has already been collected. Last night midnight, and with no ID.

Customer services said that's odd a a the store was shut at midnight.

So very clearly not me! However, instead of agreeing to refund me, they now have to do an investigation and request the CCTV from store to see if they can see who collected my parcel at midnight! Obviously an in-store employee tidying up or something and spotting a lonely parcel.

I'm so annoyed as now have to wait for the investigation conclusions before they agree to refund me. Not a huge amount - £50 or so but that's a lot for me this close to Christmas!

What an absolute piss take!

What would you do?

John Lewis are awful for this sort of thing. They wanted me to wait for a refund for a big ticket item that turned to be out of stock to be refunded by the manufacturer. I said no to that but had to insist. You haven’t had your parcel and it is totally irrelevant who took it and you don’t have to wait for an investigation. I’d get back on the phone and insist on a refund. You could quote a bit of consumer law at them.

They're taking the piss here. You are entitled to a refund, who they gave the parcel to is irrelevant because it's up to them to make sure it goes to the right person. I'm wondering if the midnight thing is a computer glitch somewhere, the time being set to 00:00 - or maybe their system doesn't have a time of collection recorded so it's defaulted to 00:00 because the system requires a value to be entered.

Ok thanks guys, I'll call them back tomorrow and ask to speak to a manager / say I'm not happy with no refund when it clearly is a mistake.

They need to refund you without delay. Never mind having "an investigation " that's their problem , not yours. Speak to the manager if they start being awkward with you

I had this. The item was in the stockroom. JL asked me to return to Waitrose and ask them to look again.

John Lewis are very slow at refunds at the best of times, let alone Christmas. I never buy anything from them anymore on my debit card for this reason.

JL customer service is really, really poor.

They are coasting on a very outdated reputation for being good at customer service. But they’re been pretty dire if anything goes wrong for at least 15 years.

They lost my parcel last week. I got onto the chat line and they raised a case with the despatch team. Long story but I got a replacement 5 days later, but have been charged for 2 items and the refund for the lost one will take 10-14 working days. That is such poor service.
Why am I out of pocket? I really dislike JL these days, but it was them or not get the gift I wanted to give. Lesson learned.

This may well be one of those situations where you really need to stand your ground OP. Tell them that THEIR mistake is NOT your problem, and continue to demand a refund.

I had a situation where I was very unhappy with the way M&S treated me with regard to a refund once, so demanded to see a manager, the manager came along and gave me the same B.S. I simply stood my ground, and kept demanding my money back. The queue behind me grew longer and longer, and in the end he gave me a refund, simply to get rid of me. So as long as you can cope with a bit of embarrassment, you should be OK, albeit that you shouldn't have to!

The plot thickens. I got a call last night at 6:30pm from the store to say that they had been contacted by the office, found the parcel, I could go fetch but had to be last night before they closed (otherwise I was out of the 7day collection window). Advised the lady to just return it, and send me a refund.

Got an email confirming the return and email says they will email again when it reaches their warehouse.

Fast forward to 11:30am today to get a call from customer services (missed it as was out so they emailed) to say "we've reviewed the CCTV and there is evidence the parcel was collected". Nothing to mention it was apparently collected at midnight when the store was shut / actually hadn't been collected because the store told me they had it?!?! Basically a big pile of P
BS!

So I've replied to the email telling them what the store told me and I'm just hoping that the refund will be issued as per the confirmation email!

I've never had an issue with JL before but this will certainly make me a lot more wary of them in the future. What a shame :(