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.

If it's been outsourced to Capita, aka Crapita, then it's no surprise that standards have dropped, Crapita have made a mess of almost everything they've touched.

That's interesting. There was certainly a point when their CS fell off a cliff.

I've only heard awful things about Curry's though in last few years.

I've had a mixed experience with them. Recent collections and returns via Waitrose have been so easy, I've really appreciated that.

However, I have had a couple of really frustrating experiences. I had a babygro delivered to me as part of an order of multiple items - no idea why, I hadn't ordered any baby clothing - and JL made it such a huge hassle to return it. I had to wait for ages for them to arrange a courier to pick up, after I explained that I was not going to spend my money posting the unwanted and un-ordered item back to them!

Also, I've noticed that they can be really slapdash with packing. I recently ordered a couple of mugs online and they were delivered completely smashed. They had not been properly wrapped up and were rolling around in the box with one loose sheet of bubblewrap floating about in the box. Bizarre.

I don't feel like JL have that cachet or reputation for being a leading brand anymore in terms of customer service and quality. Sadly, I can't think of many high-street or 'regular' brands that do.

@OtherS - that sounds appalling for your poor Mum. How rude of that Customer Services Assistant!

@NoodlesMcGee Yeah, I'm still really annoyed with myself that I didn't escalate it. I do however tell the story to everyone I can, and whenever I see a report of JL struggling I hope I've played some part by warning people off! They were the top of the range towels too, nearly twice the price of the next level down. Dreadful quality. Got some on offer from M&S for significantly cheaper and they're still nice and soft all these years later.

If you were sent an incorrect item, could you not send it back via Waitrose which you say you use?

I've had odd items in deliveries and in fact a complete order (with the recipient's name on the receipt) and I just returned it as 'normal' to Waitrose, by completing the form/ receipt saying 'not ordered this item.)

I can’t recall why but there was some issue with getting this item sent back. We had it delivered straight home, and for some reason JL needed it sent back to them direct. Very odd.

My friend works in john Lewis. She has told me for ages that new staff get no training, literally zilch. They are totally left to deal with customers with no knowledge of what they are doing.
That probably explains why things are so bad now.

Currently having a nightmare with John Lewis trying to arrange a returns collection. Should be simple, but ten emails later I've waited in twice for a courier who didn't arrive, spent half and hour on the phone to someone who didn't have a clue, and decided to shop elsewhere.

"Never Knowingly Undersold" is gone now.

No, they could never afford that promise in the internet age.
To my (slight) shame I googled an item whilst in the queue to pay in JL, found it online on what was basically a website outlet with a small shop attached to it, so they price matched that after some discussion.
The slogan was never an honest one anyway, as arguably they should have reduced the price of that product in certainly that JL store and really all of them, which they didn't do, so they were selling that product 'knowingly' at a more expensive price than another retailer.

We were replacing the range cooker after 20 years. We bought the last one at JL and DH was enthusiastic about going back there for the confidence as it’s a large purchase, but their call centre was so off putting that he went to an online retailer and put it on his credit card for some extra security. So far so good but it is a real shame for JL. I will miss it when it goes.

And don’t get me started in the assistants in the shoe section. It’s as if they don’t actually want you to buy anything.