John Lewis complaint!

[Champersandchocolate]

John Lewis had a sale on an item I was looking for. I purchased the item online and was sent the confirmation and then sent that the order was on it's way.

After two days, John Lewis sent an email saying my item was being returned and are issuing a refund. I intend to go in there today, just wondering if this has happened to anyone else?

If I want to buy this item again, it is full price everywhere. Rather than the £143 I paid it is now £239.

Not happy, we usually do not buy anything from John Lewis because of a previous problem but this seemed like a good deal. Obviously not.

Sounds like they had no stock in the firdt place

Was it sent via Hermes? I have had the same problem, with items from John Lewis and Next, and it was because Hermes had returned the items without any attempt at delivery and they'd then been processed as returns.

Is your planned visit into store to discuss this? It may be a wasted trip- lots of companies dont use their stores to fulfil orders so the staff there may not be the right people to speak to. Have you called their customer service line?

That's annoying!

I have always found their online customer service to be excellent. Give them a call before you go instore, they may be able to tell you which branches have the product in stock. They have done this for me in the past when an item arrived damaged and they had sold out online.

Yeah I’d guess Hermes fucked it up too. Did you do the tracking?

@BernadetteRostankowskiWolowitz

Is your planned visit into store to discuss this? It may be a wasted trip- lots of companies dont use their stores to fulfil orders so the staff there may not be the right people to speak to. Have you called their customer service line?

Hey, there website says to either call up or go into the local store. As I'm only a mile from the store I thought I'd pop in and speak to someone in person. Xx

@SamMil

Was it sent via Hermes? I have had the same problem, with items from John Lewis and Next, and it was because Hermes had returned the items without any attempt at delivery and they'd then been processed as returns.

Hello, yes it was sent via hermes.

@Bluntness100

Yeah I’d guess Hermes fucked it up too. Did you do the tracking?

I didn't do the tracking, I just figured it would arrive in the next day or so - no attempt at delivery just an email saying it's being returned.

I had exactly this with JL and Hermes. Hermes returned it without attempting delivery. Twice.

I won't buy from anywhere that uses Hermes now.

@idontlikealdi

I had exactly this with JL and Hermes. Hermes returned it without attempting delivery. Twice.

I won't buy from anywhere that uses Hermes now.

Ugh!! 🙄🙄🙄

As it was sent via Hermes they almost certainly claimed that it was undeliverable, that you were not in, that the delivery was rejected etc. John Lewis would have then acted on that information and refunded you for the, what appeared to them, cancelled order.

They might be willing to be flexible in the store, the managers have some discretion (the outsourced customer service call centre does not). It is one of the reasons why with John Lewis I tend to use click and collect for smaller items, for large items (furniture etc.) John Lewis use their own couriers rather than contract it out and their own teams are very good.

I had this last week with perfume. Issued a refund. Sent an email telling me thank you for applying for a refund. I didn't want a refund. More importantly don't tell me I've applied for a refund when I didn't because that's just untrue.

I wanted the perfume. Assumed I'd be 'conned' because they didn't actually have the stock and I'd bought it at a good price. Am still hacked off at the sneaky way it was done though.

Just thought I'd update incase anyone has a similar problem.

After my product was wrongly returned it then became unavailable to purchase online.

I contacted John Lewis Customer service via WhatsApp after checking to see if my product was available in stores.

I requested the product to be sent to me from a store at the discounted price I originally paid - they agreed and my product is on its way.

The process took a day but a good result in the end. ☺️

Thats great, love jl