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.

Their customer service is dreadful. It took weeks and turning to Twitter to get it resolved when an Item had not been delivered.

By contrast, at the same time a delivery problem from Venum Europe was solved quickly and easily by a chap in their customer services, inn France

Bugger that, your contract of sale would be with JL.
Nobody wants to help when things go wrong.

I still think they are really good! Shame others have had bad experiences

Write to the CEO quoting the consumer rights act.

Bought a kettle from JL - ordered online. Within 3 weeks it was leaking - went online, and could see that there were loads of negative reviews for exactly the same issue. Asked for a refund - they were insisting I return to a store - despite the fact I had ordered online. 48mile round trip. After days of emails, I eventually found the CEO email and sent the email with video of the leak. 10mins later - refund and apology.
Then I found out about the removal of female changing rooms - so 100% never buying anything from JL again.

16 years ago they screwed up delivery of a new dishwasher so many times I eventually got the entire thing for free (paid £30 for fitting) so I am on the fence purely because they acknowledged how shit the service was and I have loved my free dishwasher ever since. Don’t know if they’d do that today but always worth a try.

They have been going rapidly downhill, we use AO for appliances now. Not sure if they still gurantee to be the cheapest anymore either so that coupled with average customer service means their is no usp for them anymore.

Ten years ago, when we moved to this house, we bought several items from JL. The staff were helpful and knowledgeable. A few years ago, DH wanted information about a particular set of saucepans. The kitchen department was like the Marie Celeste and no one anywhere in the store could advise.

Recently, we wanted to compare tablets. The technology department didn’t have a single member of staff, apart from one man from a TV brand, who only knew about his brand of TV.

I had a poor experience recently, but on a smaller scale as it was just a top. They kept sending me the wrong item and not telling me how I could return it. If John Lewis is no longer providing decent customer service, we may all as well give up now. I really hope someone senior there is reading Mumsnet. It’s depressing.

Never had a problem with their customer service (although it can be a bit.. dithery) but I wouldn't buy any JL-branded items again, the quality is very poor. We had a suitcase and a wheel just fell off, managed to get a refund but did have to jump through some hoops to prove it hadn't been damaged - it hadn't even been used!

Terrible customer service on a broken air conditioning unit. Fobbed me off on the manufacturer and obviously couldn’t care less.

There is a nice JL walking distance from me - I will happily shop there for things I can pick up off the shelf but I will never again buy electrical goods or anything that needs delivery.

JL was my go-to store until I visited with the intention of purchasing a duvet. As I reached for a box which was stored close to floor level, a couple walked past with two dogs. Why do JL imagine that their customers would want to buy anything that may have been contaminated by an animal? I abandoned my purchase and hotfooted it down to Dunelm - my choice for bedding ever since.

I don’t bother with JL these days, there are plenty of retailers which have more respect for their customers.

John Lewis own brand I think might be Zanussi. I ordered larder fridge and freezer [Zanussi] fine and also a Washing Machine - Samsung - fine- took old one and offered to fit new one. It’s sad that so many people have experienced poor service - but so far so good and all the receipts are online - so convenient.

This is similar to my experience although I'm on two phone calls and 12 emails. I kept being told I had been referred to the Nursery team and they would respond in 48 hours. I've still never had a reply from Nursery. This morning I was promised a call back within an hour and they've still not rung.

I've had to explain myself every time despite the photos that I've already submitted. They rarely reply to emails on the existing chain so I have to start a new query on the website for everything. I've been told different things by different people, and then when someone has got it wrong, I get an accusatory response as if it's my fault.

Half my house is John Lewis (living the Theresa May dream) and I've previously been prepared to pay slightly more on the basis of anticipated good customer service. But they are no better than anywhere else these days.

@Justalittlebitblondie @alwaysnapping This is part of my problem too. JL closed the store in our nearest city. So now I have to find the time to drive to our nearest Waitrose with two small children and a massive highchair to get a (partial) refund. Why can't I take it to the tip up the road or they collect it?! They've got photos of the faults so it's not like they don't have the evidence.

I gave up JL a couple of years ago after an order gone wrong and it took actual months to get it sorted, a ridiculous number of phone calls and just rudeness from what was suppose to be the higher level complaints team.

This is so sad as I have always had such good service from John Lewis. I bought a Bosch kettle which failed just under a year after the purchase. I took it back and was offered a new one immediately and a suggestion of the best buy which I took and still have some years later. The Bosch was badly designed hence the fault product. Recently bought a TV so hopefully it’ll be OK!

I've found them a nightmare lately too. Spent ages on the phone to rearrange a collection as Evri didn't turn up. Simple, surely? Pleasant but clueless guy. Got nowhere. Trying again by email.

Still have a "case" pending for a faulty item under guarantee (JL guarantee doesn't seem to mean much). Haven't heard back in nearly a month.

It's not what it was by a mile.

I need a cordless vac and an airfryer. Not going to risk JL's costumer service again. Will specifically avoid John Lewis.

I don’t know enough about your return to know whether it was you or they that were difficult. You’ve given zero details or context. It sounds very unusual to need 15 emails. There’s a complaint escalation tab in your online account and you can create a “case” if you are dissatisfied and want compensation.

I buy all my white goods from there and as much as possible of the rest. I have a John Lewis credit card and get vouchers to spend and perks connected to it.

I’ve had some issues over the years due to the sheer quantity of purchases - from mattresses to cutlery to light bulbs to kitchens/bathrooms. They’ve always ended up rectifying to my satisfaction and if they’ve really messed up they give goodwill compensation - something you will not get elsewhere.

I had a light that was faulty after 3 years - where else gives a 5 year warranty on lights? They paid for my electrician to take it down and gave me a swift refund.

My Bosch dishwasher is currently faulty. I called them on Monday and an engineer is coming tomorrow. When they fitted it last year the fitters fixed one of my cabinet doors for me at the same time 😮

They give double the warranty on electricals as standard. That is worth a lot of money! If I buy an iPad for almost a grand I think it’s awful Apple only provide a warranty for a year - but John Lewis will give me 2.

I have a John Lewis branded washing machine and fridge - they’re made by Electrolux and I have no complaints. They came with 3 year free warranties - again no one else stands behind their products like this.

A few years back I bought a bread machine for Xmas for my parents. They delivered it in branded wrapping and ruined the surprise. I complained and got £50 goodwill compensation. You do not get service like this anywhere else.

I also like that they’re a Co Operative. One of the largest in the UK.

So, for a host of reasons, I will continue to shop there 😀

I'm having problems with SCS. Any pointers would be gratefully accepted 🙏

Bit of a mixed bag here. Had an issue with some Bose headphones I'd bought and they were replaced next day with a simple phone call. We had a washing machine delivered and it was badly damaged - the driver took photos, and in spite of repeated attempts to have it exchanged (huge dent in front and side) we ended up taking their offer of £50 off as it was like pushing water uphill with a fork. They are also very slow with refunds, my DD ordered 4 coats for choice for her birthday gift from me and it took 26 days to get my money back even though I had proof of return.

John lewis have been overtaken by retailers such as AO.com in my view.

I ordered a laptop online from JL. It stopped working after a couple of months. They refused to collect it and said to take it in to store. It would then take 3 weeks for them to identify the problem. My nearest JL is 20+ miles away. That's why I ordered it online. JL refused to budge.

In frustration I contacted the manufacturer. They collected it the next day and returned it 2 days after that.

I will never buy anything like that off JL again.

I got fed up with paying for next day delivery and my order not arriving until a few days later. I did get refunds but it's not the point, if I wanted a random delivery I wouldn't pay for next day!

I used to work for their online entity from 2013-2017. They're were great until the contract was outsourced to capita at some point in 2016 i think? I literally witnessed the downfall. We used to be able to do so much to rectify matters for customers where things went wrong but nowadays, it's really not the same. Personally I tend to go to curry's now as their service is a lot more like John Lewis's used to be.