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?

Oh sorry Millarkie, wasn't being ungrateful.Thank you for the links I would go to GLTC as I've used them before and if I can get a mn discount!

my DD has that scooter, she has 3, and can manage it fine. it is brilliant... when you get it that is!

we had similarly bad service over our wedding list. what a fiasco. if anything like us i shouted and stomped a lot and ended up with a lot of extra things (stuff came more than once, plus stuff i hadn't ordered... and yes normally i would be honest but i accepted them as compensation!!)

so keep calling, writing etc etc you'll get there in the end. assume you have your receipt etc. and it is clear that you have paid?

sorry about your bad experience - i had similar with JL wrote to head office recorded delivery to complain and got £20 vouchers and apology so persevere with them and complain

good luck

Wedding list thing reminds me, JL (Peter Jones) messed up over ours. We spend AGES choosing the effing china only to get a letter a month later saying they'd discontinued the line!

Also had bad recent experience with JOhn Lewis but with the website. Did email to complain and had a v inadequate response back, they had been sitting on £200 of mine after I returned two duff pieces of furniture.
Anyone know who if it would still be the Oxford St address to write to in this case?
Rather surprising how many cock ups they have managed to mumsnet users... still I suppose they get lots of business and therefore also probs, not that its any excuse...

pannacotta - sorry bout your bad experience. i wrote to

Customer Services, John Lewis Direct, P.O. Box 369, Exeter EX1 1DH.

yes suprising they have a lot of MN thread here bout poor service, i intentionally chose them thinking they were a reputable company- was so disapointed

i have just lodged 2 complaints to john lewis about a brochure in homes and gardens
customer service was atrocious and i ended up wasting tonnes of time sorting ot an order and then ages more trying to order it all to no avail

Thanks SMummy for the address.
At least they are getting some bad publicity as a result of all their mistakes, perhaps we ought to send them a link to this thread, might make them think and perhaps improve their customer service......

Not a bad idea Pannacotta.
Will report back on Monday after I've been down there.

Suspect there is a large number of threads on here about JL because people are surprised when they receive bad service from there.

I would go in if you have time and follow up with a letter to Head Office. I have never found the staff in Oxford Street anything less than brilliant. Don't forget these people all own shares in the company - it's in their interest to help you.