Really poor service from John Lewis. Advice what to do next please.

[Posey]

Can I give you a quick resume of what happened?

Sat 28th April - went to Oxford St branch to buy something for ds (his un-birthday present as his b-day is at Christmas).
Item not in stock, but in warehouse. Can be sent on Monday, delivered by midweek.

Sat 4th May - item still not arrived. Several phone calls later to various unhelpful depts. Eventually told it normally takes 7-10 days for delivery.

Thur 10th May - still nothing. Ring again. Rude man puts me through to someone else (I keep calm and polite at all times). Woman I speak to says she needs to make some enquiries and will ring me back. She doesn't.

Thurs evening - send an email to customer service explaining above and my disappointment with service.

Friday midday - receive an email saying sorry for poor service. A member of team will contact me within 24 hours.

Nothing.

Every day ds comes in from school hopefully

What should I do next?

I would write to the manager of the Oxford Street Branch, explaining what has happened, follow that up with a phone call.

A proper paper letter or email?

Should have added I have paid for the item otherwise I wouldn't be so bothered.

paper I would!

Paper letter to Head Office. For sure. Follow up with a phone call to make sure they are dealing with it.

Paper letter (and email cc if you wish). Presumably you have paid for this item? So in a way they are stealing it, the beggars. You'd expect better from Johnny Lou Lou's. I'd demand a full refund AND the item. AND the cost of phone calls/your time.

I'd also contact one of the consumer pages in the papers - Guardian does one in G2 every week - as well. A call from a journalist often gives people the kick up the bum they need to do their job properly.

Write to Andy Street, Chief Executive at following address: John Lewis plc, 171 Victoria Street, London SW1E 5NN.

Mark it 'strictly private and confidential, addressee only' so that he opens it rather than some minion.

It might be a tad over zealous to contact the MD but personally I always go straight to the organ grinder

Thanks everyone.
Ds was promised something in early summer as he gets a raw deal birthday wise. Anyway he had his heart set on a micro-scooter that some kids in nursery have, and all of them got them in John Lewis (I have since seen a few websites that sell them but no stores like Toysrurs or Argos)

I have always had brilliant service from JL, and often recommend them. Not any more.

Will get the old Basildon Bond out. Thank you all.

toysrus and argos do sell them.

argos

Thanks misdee but its a specific one that has 3 wheels, 2 at the front and one at the back, which is aimed at 3 -6 year olds. I'll see if I can find a link.

A friend of mine has had really bad service with ordering from JL from instore - they ordered a cot and a cosy coupe car to be delivered. Like you it never arrived and they never heard anything. Eventually she found out that the exact car they had ordered had been discontinued so they hadn't sent the order. As it turned out, they did have an updated version of the car but they weren't told this either so despite the fact my friend had paid in full they just didn't bother to contact them or send the part of their order that was fine.

Eventually my friend got the updated car and the cot (and JL only didn't charge the extra that the updated car would have cost).

That doesn't help you but just thought I'd add it in !! I would keep complaining if I were you !

oh right! i havent seen those, i wanted to get dd2 one with 2 wheels at the back and 1 at the front. she is 4 and at nursery. but after a couple of weeks she is a pro on the normal scooter. despite not being able to walk i na straight line lol.

scooterthis

thats an odd looking scooter lol, does it fold down at all? how old is he?

I'm not sure they fold. But there must be about 8 3year olds at least that pitch up to nursery on them! Their parents all say they're fab because they can do them when they've struggled with one's their older siblings use. He's just 4, they're recommended for 3-6 year olds.

Just a thought..
I could go into JL on Monday as I have the day off work. Should I?

oh bless. dd2 nursery bike store gets filled with the normal micro scooters every day. its not completly secure as it links through to the private nursery and dd1 school either side, so dd2 scooter is a cheapy from woolies. dd1 scooter is more pricey so i chuck it right to the back out of the way and pray each day its still there. so far so good. dd1 school is looking at a secure bike shed for their own pupils scooters and bikes.

with regards to john lewis i would demand a refund by writing a letter and then follow up with phone call as well if no joy.

oh yes, go in if you can!

Sorry, bit befuddled brain as getting over a major migraine. It was just something dh said that reminded me I'm not at work on Monday.
Thanks misdee

Is it like the scooter on the letterbox website?

www.letterbox.co.uk/MINI_MICRO_SCOOTER_code_6529.html

Oooh they are also available from GLTC (and I think that mumsnet have some sort of deal with them) so at least there are some alternative stockists.

Certainly is.
Just that its already paid for and don't want to pay elsewhere til I get it sorted at JL.

Yes, but I was thinking of you being able to get one elsewhere when you get your money back from JL.