To never buy anything from John Lewis ever again?

[Grrrrrrrrr8]

Anyone else wondering what's going on with customer service at John Lewis?

It's taken me months to sort out a simple exchange. I speak to a different person each time who tells me something different. There seems to be lots of hoops to jump through. Totally fed up, I don't think they're worth it anymore. Recently bought a TV from a smaller retailer and they've been so much better when it developed a fault.

What item were you trying to exchange?

I’ve had the opposite experience. John Lewis are far more helpful than other online retailers imo.

And why? How long had you had it?

Just me then 😅

Faulty highchair within guarantee period

It took me months to sort out a jumper that had shrunk due to washing it with the conditions they specified, I’m with you OP

It took me months to get them to replace a new dishwasher that was damaged on delivery. They are awful these days, used to be good but customer service gone out of the window I feel. Sorry you are having a difficult time with them

My SIL has had an EPIC saga with them, trying to have a new dishwasher delivered. They really are terrible now, when they really used to be the gold standard on the High Street.

We always used to use them, but now use a local independent. But more expensive but they are excellent.

I'm wondering if @lazyhazydays isn't my SIL 😂.

She has had 2 damaged dishwashers delivered, and it took about 3 weeks (and HOURS of time on the phone) to get the damaged ones removed and the new, undamaged one delivered...and then more faffing from them to get it installed.

Absolutely wouldn't touch them with a barge pole now.

We had the same with a domestic appliance. They fobbed us off and made us go through the manufacturer, which was based overseas and very little help. The John Lewis warranty apparently only applies if the manufacturer one wont cover it. It took months of back and forward for something very simple. I now never buy anything from them unless I can afford to lose the money.

Yes I’ve stopped using them after them not delivering items, then not telling me when delivering items, then delivering items damaging but promising discount, then not providing discount, then making me wait for 20mins plus on at least 3 calls trying to discuss then just ignoring me. When I tweeted them they told me to call them!!

useless

ive now spent £1000+ at different shops

so sad as this is not what they used to be.

We just had to take something back after a couple of months, not faulty, we had just been sold the wrong thing. No problem at all, swapped for the correct version and have us a small refund due to price difference. Great customer service.

We also paid extra for our old fridge freezer to be removed, but they contracted the delivery of the new one out so we had a new one delivered by they refused to take the old one. Eventually JL came out to remove the old one but it took a fortnight with a bulky fridge freezer getting in the way and no apology.

Unless I've missed the memo shopping at JL isn't a requirement, why would you need a reason not to go there? Don't you simply shop elsewhere?

I bought a laptop from them, which I needed urgently. I ordered on a Saturday for Monday delivery to my local shop. I had an email from them saying it was ready to collect but it wasn't at the shop. Apparently I shouldn't have believed the email from John Lewis and should have checked with the courier to make sure it was there. You couldn't make it up.

I spent hours on the phone to them before they finally conceded that it wasn't there and couriered one to my home. On the Thursday, meaning I was having to try and run my business using my phone for three days. No compensation was offered.

I won't be using them again.

I stopped using them
after the tumble dryer saga from
a few years ago.

They have a terrible issue with their stores vs online. Online is run as a separate entity. Once ordered a mirror in store ro be delivered. It arrived broken 3 times. Each time I had to return to the store and it was so hard to sort out as they wouldn't speak over the phone because it wasn't an online order. I gave up in the end- got a refund but no mirror. Was so awkward too as getting it onto town to return took ages and cost a fortune.

Why so defensive?

I’m still waiting for a refund three weeks after the items I returned (bought online) were received by them. (Yes, I’ve chased them).

Yep I ordered a mirror which I had delivered to my house. When I opened it, it had marks and dents on. Rang their customer service line who arranged a collection to return it. Except they wrote the address wrong when the confirmation came through. Rang again, a different rep I spoke to said they can’t collect and will I accept a discount to keep it. Erm no, i don’t want a damaged mirror thanks it’s no good to me. More wrangling. Ended up making a CEO complaint to get it sorted. Only then do you deal with a U.K. based team who were in all fairness very helpful. But overall, was not a good experience and has put me off ordering larger items from them.

A few months ago, I wanted an exchange (under guarantee) on a small item that broke.

What a palaver. It took about 15 emails to ascertain that I did in fact need to return the faulty item, despite initially being told I didn't. Every communication was with a different person, who didn't know what had been said, or communicated badly It was a real pain and a waste of time for something that should have been so simple.

I thought John Lewis was supposed to be great at this stuff.

Ye but this thread is about and has been answered by people who have used them and due to terrible service won’t anymore.

so what’s your point?

I bought a household appliance at almost £2,000 from JL recently. I could have got it a bit cheaper elsewhere but wanted JL customer service. There was a problem with it. I was shocked at the lack of customer service. Truly awful. I was passed from department to department having to explain over and over again what the problem was. They were up there with the worst customer service I have ever had. I think they have totally gone to the dogs. Very sad when you think what they used to be like.

Had an awful recent experience with them, their call centre customer service is completely and utterly diabolical. Surprising as I was under the impression their customer service was meant to be first class.

Been like that for years now. Made my mum cry about 5 years ago - their most expensive towels turned to sandpaper after 6 months and she was informed that she clearly didn't know how to use a washing machine. Despite the fact she was washing them as per the label, and had obviously been successfully washing towels for longer than that particular 'assistant' had been alive. I very much wish I'd put in a formal complaint, I've never shopped there since and never will.

Has the law changed? It used to be the case that if you bought from Store A then they were responsible for replacing faulty goods etc., your contract is with them, not the manufacturer. I recall an argument about a pair of shoes, I was told to send them back to the manufacturer but I stood my ground and the shop dealt with it.