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Original poster

bloody John Lewis

29 replies

LurcioLovesFrankie · 14/12/2009 21:34

Actually, I'm pretty sure I'm not, but I need a rant!

I ordered DS's christmas present to be delivered to his Granddad's house where we're spending Christmas because they offered a "named day" delivery service - now they refuse to do this, but say that they won't refund either. My dad can't sit in the house between now and Christmas on the off chance their delivery finally shows up (he spent all day Sat waiting in for the original date, then all day today having been told it was today, and it's only just now they've 'fessed up and admitted that there is no such thing as a definite delivery date). No-one in the family has a car, so if we miss the delivery we can't go to collect it from a depot. I've explained that I only placed the order because they offered this delivery service, but they say they can't offer a refund. So it looks like we won't get the present (my dad has to go to work) and they won't give a refund.

Grrr.

Does anyone know the legal situation on this?

OP posts:
cookielove · 14/12/2009 21:40

i am shocked they won't offer a refund, but to be honest i have no clue where you stand, hope it gets resolved for you

StrictlyKatty · 14/12/2009 21:40

What is the product? Will they not refund becuase it was made to order or because it's been dispatched?

llareggub · 14/12/2009 21:43

Get it delivered to the nearest store and pick up from there.

I am very surprised at John Lewis. They are usually excellent.

EldonAve · 14/12/2009 21:43

did you pay extra for named day delivery?

StrictlyKatty · 14/12/2009 21:45

Some products you can only have named delivery, we bought a wooden sandpit and we had to pick a day with that.

IwishIwasmoreorganised · 14/12/2009 21:45

Does it need a signature or can it be left somewhere safe at your Dads house?

We get stuff delivered to my in-laws as it's safe to leave stuff in their shed. Most companies are happy to do this if you give them this instruction specifically.

Hope you get it sorted.

nearlybeans · 14/12/2009 21:47

Sometimes John Lewis can seem intractable on a delivery issue, but if you insist on speaking to someone more senior, they usually sort it out.

butterscotch · 14/12/2009 21:48

Its the home delivery network that do JL deliveries they will outcard if your not there and no neighbour/out of site available, (or your dad's not there) and then you can call and they will reschedule for you although usually not on a Saturday if whoever they are working for don't pay for Sat deliveries...

JL are usually really good give them another go, i complained about a bookcase that was not upto standard the draws scratched along the bottom one of the handles came off - it was a childrens one reduced to £40 in the sale, they refunded it as discontined and sent me a £30 good will voucher (I was expecting nothing) so I was really pleased I've since bought replacement handles from bombay duck, repainted it and its fine ;0) defo give them another try I'd be really surprised if they don't come back to you.

Original poster
LurcioLovesFrankie · 14/12/2009 21:50

Paid extra for the delivery - when it didn't show on Saturday, they refunded that, but the woman I talked to then gave me the impression that they were still going to deliver on a definite day and said it should arrive on Monday.

It's nothing particularly obscure, nor personalised and therefore not refundable - just a big box of duplo and a duplo bin lorry (DS is in love with our bin lorry, all the bin men wave to him every week).

I'm also surprised they're being so rubbish as I'd always thought they were pretty good.

I could try the nearest store - though my dad's in W. Yorks and I think the nearest store is the outskirts of Stockport! Do-able by train but would cost us more than the original deliver would have done, plus best part of a day there and back by public transport (and I'm only planning on getting to his on the 23rd, so we'd be trying to organise it all on Christmas eve).

I'll phone them again tomorrow to see if I get any sense out of them.

OP posts:
MissMarjoribanks · 14/12/2009 22:03

The store you refer to on the outskirts of Stockport is their Cheadle branch and my 'local'. It might be worth trying to give that branch a call directly to sort something out as the main NW depot is also at the same site and may well be where your items are. Their number is 0161 491 4914 (JL receipt to hand ).

They have always been extremely helpful and I have spent far too much money had numerous deliveries and collections from there.

figrollinthehay · 14/12/2009 22:10

We recently ordered some lights from them and they were fine with a refund. I'd insist on speaking to someone more senior.

maxpower · 14/12/2009 22:10

Call their head office and ask to speak to the chief exec. Be polite but insistent on speaking to him/her. I'm sure they won't want to bothered by this and may just get the rihgt person to pull their finger out for you. Good luck.

Original poster
LurcioLovesFrankie · 14/12/2009 22:14

I tried to get her to let me speak to someone more senior - she just put me on hold for several minutes then came back with the same spiel about "we will deliver some time before 22nd, no named day delivery at the moment". I'll try tomorrow in the hope that they do have someone more senior on during the day.

I know roughly where the Cheadle branch is, grew up near there (hence know that it's actually quite awkward by public transport), but it's useful to know that's where their delivery depot is, thanks!

OP posts:
Ivykaty44 · 14/12/2009 22:18

Is this JL online?

as it seems they are very different on service form the shops

I ordered a hamper for christmas and it was thrown over the gate - apparently it is my fault it was damaged

never again

go to one of the shops if you need something but don't shop online with the feckers

nearlybeans · 15/12/2009 10:59

Quietly repeating yourself till you're bored of the sound of your own voice whilst resolutely not taking no for an answer might well bear fruit. "I do not believe that there is no-one at John Lewis who can sort this out" is a difficult one to argue with. Good luck!

BalloonSlayer · 15/12/2009 11:37

I am reading this on the phone to JL - ordered some stuff, nothing fancy, which was supposed to be delivered in 5 working days, which was yesterday. I needed a couple of bits by today as it was a teacher's present but it's not the end of the world I guess.

No delivery or email.

Am quite . Expected more from JL.

Update: just got through . . .

"problems with one of their distribution centres"
"Website shouldn't have offered five day delivery but it somehow did"

Why no email explaining delay?

"Er yes everyone has said that."

FlorenceandtheMincePieMachine · 15/12/2009 11:44

They will also deliver to a local Waitrose if your dad has one.

mumoverseas · 15/12/2009 11:57

I had problems with them in the summer. Bought a wooden rocking motor bike for DS. They had it in store but said I couldn't take it, it had to be delivered Anyway, they confirmed delivery within about 4 days IIR. After 4 days, I phoned, spent ages on the phone being transferred and was eventually told that it had been taken down to the despatch warehouse but they hadn't despatched it as the paperwork (completed by the saleswoman) was not completed correctly. They had all my contact details on the paperwork but didn't call me.
Instead, they put it back in the stock room and sold it. It was a discontinued line and they had none left. Unsuprisingly, I went mad and eventually they 'found' one at another store (not JL but a 'sister' store) and delivered it around 3 weeks after it was due to be delivered.
Arses. Hope you get your delivery sorted in time for Christmas

Lilymaid · 15/12/2009 11:58

Online delivery seems to be inferior to delivery from orders made through the shops. Do they use other handlers for these deliveries?
DS is working at a JL branch and has helped out with some deliveries. The stores will deliver within a set time (e.g. last week someone asked for a delivery to be between 7pm and 9pm on a specific day) and the team DS has worked with seems both careful and helpful.

turkeydrumstix · 15/12/2009 12:09

This happened to me last Christmas - my parents ended up staying in for three days to wait for a hamper, each time being promised that it would definitely arrive that day. Called John lewis on the third day and they offered me a refund,. After a few weeks when the refund hadn't materialised I called them again and they denied ever having offered it and said that it would be impossible to refund me.

Needless to say I won't ever be ordering from them again!

BalloonSlayer · 15/12/2009 12:12

The last time I ordered something from JL - a few years ago - it came in a big JL van. I felt like Hyacinth Bucket "look how posh I am neighbours! Can you toot your hooter, driver?" (it was only some curtains).

So now they contract out their stuff and it all goes tits up.

andagain · 15/12/2009 12:39

I know it must be terribly annoying but I would suggest calling again and insisting on talking to a manager there.
I had a similar situation a while ago (when I was 8 months pregnant they delivered a cotbed with wrong screws and then refused to agree to collect it on a day that suited me saying "well technically it is not JL fault but manufacturer's fault"). As you can imagine this was like a red rag to a bull to me so I told that person that I will not engage into discussions with her, I want to speak to their manager and I expect them to honour their promise to a loyal customer or I am calling a consumer watchdog. What happened? She puts a manager on, who straight away apologises and agrees to deliver new cotbed on the day I asked for.
They have to keep the promise to their customers if they want them to stick with them. It doesn't matter that they don't do named day delivery any more. When YOU paid they DID so stress that to them.
How annoying.
Good luck!

Bleatblurt · 15/12/2009 12:41

Last time I ordered from JL they knocked over a tree in my garden with their delivery van!

figrollinthehay · 15/12/2009 14:08

Glad I've read this thread as I would ordered from them due to their reputation, but not now! What idiots to spoil a brand image like theirs was through such rubbish service.

AngryFromManchester · 15/12/2009 14:12

I have always been happy with their on-line service but have only ever ordered clothes

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