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Original poster

JL - hopefully this won't be deleted !!

218 replies

clpsmum · 24/11/2021 14:05

Has everyone who placed an order with the glitchy code either received items or a cancellation notice/refund?

OP posts:
Mumumumu · 30/11/2021 19:48

Their t&cs say:

Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order

What is the point of having t&cs if they’re not going to abide by them? I can’t see how they’ve got a leg to stand on to be honest!

PeskyYeti · 30/11/2021 19:50

@ElementalIllusions

It is a ridiculous mess.

I also think the customer service have no idea what’s going on.

@PeskyYeti

Have you heard anything else now it’s past the 24-48 hours they quoted?

Nope nothing at all.

How did you pay? I paid PayPal so thinking about putting a dispute in with them for my refund!

KnobJockey · 30/11/2021 21:34

@mumumumu it also states that they can refuse to accept your order if they believe there is s problem with the price, but it doesnt state they can cancel your order after acceptance.

My argument is that they received the order, didn't refuse to accept it, took payment, and sent dispatch notices which means according to their t&C that they accepted the order. They even sent the order. Then pulled it back without notifying me, and refunded me incorrectly!

ElementalIllusions · 01/12/2021 10:27

@PeskyYeti

I paid using Apple Pay.

I emailed them again complaining about the delay and wanting to know what was happening and someone replied apologising and offering me a £20 voucher for the inconvenience, I accepted the offer but someone else replied and basically said no I can’t have a gift voucher.

Their CS is a joke.

Helssjbells · 01/12/2021 10:36

I received my JL things but I was in such a panic when I was buying them, that I’d rather exchange them…
Has anyone tried to take anything back? Could the best way be to say that I can’t find the receipt Confused and ask if I could exchange it for something else? I know my heart would be racing!!

whywhywhyno · 01/12/2021 11:16

@Helssjbells
If you return for a refund you only be refunded what you paid so if an item is less then £20 you wouldn’t get anything. If it’s over £20 you’d only get the difference.
I think that if you did try and return it JL might take it from you- by the sounds of pp experiences!

Helssjbells · 01/12/2021 11:24

@whywhywhyno I just wondered if I said that it was a gift - so I didn’t have the receipt - and could I exchange it for XX, if it would work? How would they be able to prove that I’d bought it with the glitch?

Nearlyadoctor · 01/12/2021 11:35

@Helssjbells - JL are very loathe to exchange anything that you don’t have proof was bought from them, as it could have been bought anywhere unless an actual JL product.

Helssjbells · 01/12/2021 12:05

@Nearlyadoctor I just wanted to exchange some trousers that I bought from their AnyDay range…I need a bigger size - possibly eaten too many mince pies already…Shock

Daisychain789 · 01/12/2021 12:26

I brought two perfumes in haste when I only needed one.. I contacted them via live chat to ask how much I would get back if I returned as I paid with a discount code and they confirmed via live chat that I would get £66.40 back (original price 86.40 - £20 discount) so I have sent back and hoping for the best.
I have a screen shot of the colleague confirming the discount amount to be received if they try and refund less so we will ser

Nearlyadoctor · 01/12/2021 12:28

[quote Helssjbells]@Nearlyadoctor I just wanted to exchange some trousers that I bought from their AnyDay range…I need a bigger size - possibly eaten too many mince pies already…Shock[/quote]
🤣🤣🤣

boobybum · 02/12/2021 11:36

Anyone actually been contacted by JL? I’ve emailed them and had no reply but have just received a telephone call from them and the person I spoke to had no idea why my order had been cancelled and returned before I could collect it! They had no knowledge of the YSL discount debacle. They have said they need to ‘escalate’ the matter and will email me back.

PinkJam · 02/12/2021 12:29

@boobybum The customer service advisor I spoke to had no idea about the issue either. So doesn’t seem like John Lewis have actually informed all their staff.

KnobJockey · 02/12/2021 16:50

They wouldn't inform all their staff- a glitch on a discount code that only had a small order amount (in comparison to the amount of orders they have for the day) will barely even register for them. I imagine that the problem is that this amount of discount is above the customer service grade, so has to go to a certain team, and everyone is too scared to be the one to fight against the broken t&cs thing, so they've given it to a very small team to deal with. They're being bloody rude though. Will you let us know if someone gets back to you please?

I have sent an escalated complaints email to the head of customer services. It was sent at 5.30 yesterday and said they should respond in 24 hours- no response yet. The email address is on their website under the complaints section.

September15921 · 03/12/2021 12:19

Has anyone had a reply from JL? I sent a reply to the email they sent to me but haven’t heard anything back. I also mentioned their terms and conditions…

Martinisarebetterdirty · 03/12/2021 12:47

I just keep getting my questions ignored around Ts and Cs, they just keep parroting that there was an error with the discount code and there was a mass cancellation but allegedly they will call me to refund my postage costs.

PinkJam · 03/12/2021 12:58

@KnobJockey I would have expected them to inform their customer services team that deal with phone call and emails. How can they expect their staff to sort queries out without full information.

Helssjbells · 03/12/2021 13:15

I’ve been into JL today and exchanged some YSL things I bought with the glitch. I could only exchange them for other YSL products, which was fine. The lady who served me had no issues with me exchanging - I said they were gifts and I didn’t have a receipt.
I also managed to exchange some other JL items I bought with the glitch - no issue, all really straight forward…though my heart was beating super fast in case they were able to detect how I’d bought them - not that I’ve done anything wrong, I just hate the idea of confrontation!

boobybum · 03/12/2021 16:39

This was the reply I received - it’s fairly badly written, like some sort of scam email Confused

“I understand that you experience that way on what happened to the items that you purchased from us. Please know that this is not the usual standard we would usually deliver. Sometimes, such unforeseen circumstances occur which can have an effect on the level of service we are able to offer, and I sincerely apologise.

In line with this, due to circumstances or damage of the items, it will automatically return to our warehouse to bring you back the refund. We do apologise if may happened to you. We will rest assured to you that the next time you placed an order to us it will deliver it you safely.

We value your time and patience with this matter.”

September15921 · 03/12/2021 17:15

@boobybum

I had a similar email earlier

“Please accept our deepest apology as this is not the level of service that we are aiming to provide.

Having checked this for you, regrettably your parcel was damaged in transit due to unforeseen circumstances. Since our system detected that the item has not been delivered on the scheduled date, it will automatically process your refund. Nevertheless, I appreciate that this is not a desirable outcome, and I am ever hopeful for your understanding towards our shortcomings in this matter. Your order will remain at the shop for 7 days from this date and you'll be refunded within 14 days.”

When I replied saying I wanted the products etc it got sent to the returns and refunds team where I was told I needed to return or pay for the items I have received…

KnobJockey · 03/12/2021 18:36

Well that was a very long (3) phone calls tonight. No resolution, but apparently the team I need to speak to is CST, who are apparently down to contact me between 8-12 tomorrow.

If they offer to put you through to the returns and refunds team, that team really, really can't help. They all try to put you through to that team!

LastStarFighter · 03/12/2021 21:06

I always used to buy from JL due to (historic) excellent customer service. I think this has shown how much they have gone downhill.

squeamishmishsqueam · 04/12/2021 21:24

What poor customer service emails pp have received! JL outsourcing their customer service operations really was a mistake!

I had one parcel stopped from being and returned to John Lewis. Don’t think I’ll follow up as it looks like they are being steadfast in not sending out the goods again

Good luck to those who have challenged JL. Hope it works out!

KnobJockey · 05/12/2021 16:32

No joy here. Had to keep escalating to get a response from customer services beyond sorry, it's been cancelled, but it's a no.

Joke13 · 06/12/2021 12:18

Christ no wonder people say this place is full of idiots. All of you moaning about crappy customer service when you’ve worked to try and screw a company out of money. Jesus