Anyone have the name/contact details of someone high up at John Lewis I can complain to?

[MuffinMclay]

I contacted their customer service manager by email last week with a delivery complaint, and have heard nothing back. They promise to get back in touch within 5 days, but haven't.

it'll be 5 working days, crikey JL are normally v v v good

Google the CEO's name or ring customer service for name and address then send your letter him/her personally. Always works.

I guess tomorrow would be 5 working days, strictly speaking.

I am shocked. Normally they are fabulous, although I've never complained before. I've even contacted them to compliment them for good service in the past (too much time on my hands).

Will do the CEO thing tomorrow if I hear nothing. I feel very strongly about this.

You'd be quicker phoning the store and asking to speak to Customer Services. It will probably only be passed back to the store if you go higher. They will want to sort it out for you, I'm sure, if my experience is anything to go by.

It was an online order, not a store one.

It will probably be passed back to the store but with a 'boot up the backside' - will be dealt with much quicker.

Call them and stomp your feet. 08456 049 049 is the customer services number as you know. As to speak to a department supervisor (you will deffo be able to get to one of them directly from the call centre).

I'm surprised actually, they are normally excellent as others have said.

Can we ask what they did wrong?

Is this shop or online? If shop, which shop?

Delivery issue on this thread

If you are hoping for quick resolution and they have been really poor, try getting through to Andy Street,(JL Managing Director)

I am not sure about his contact details but would try the JL standard e-mail format:
[email protected]

Good luck!

Thanks!

John Lewis really do seem to be sliping - their cs is going down hill repidly.

M&S did a similar thing back in the 90's they had a wonderful cs reputation and then seemed to become aragant and lost hundreds of thousands of pounds and have had to work hard to stay in a competative market.

It is really sad but I have heard so many copmplaints this year about JL - everyone is shocked because in the past they have treated their customers like kings and queens.

If you order online with them it is a nightmare, broken goods and late delivery - then told not my problem. Your not the only one - I will not be shopping online with them ever again. Will probably visit their shop but will be very careful not to place large orders.

I'm furious with JL at the moment... having ordered a new washing machine, they turned up and took the old one away and delivered the wrong (cheaper) one. they never called back to discuss how I was going to do laundry while they decided when they could redeliver. finally they arranged re-delivery for a WEEK later (!!!), cue shouting fit from me, they agreed i could use the wrongly delivered machine. phew. however, the water supply hose turned out to be faulty and leaked all over the kitchen floor, cue more shouting. JL eventually agreed to reimburse me for the cost of a plumber coming out with a new hose and fitting it. final straw, delivery arranged for yesterday didn't happen as apparently driver was ill (had of course already disconnected machine again). delivery now re-scheduled again for next week.

(sorry, rant over).

did find myself shouting down the phone "if i wanted such rubbish service, I would have ordered from crap dot com, not john lewis dot com".

good luck with the resolution of your issue.... if you have any luck with the andy street email address, could you let us know please?!

They changed CEOs fairly recently. Perhaps that has had some sort of knock on effect.

Here is the e-mail address of the John Lewis Chief Executive:

[email protected]

Hope that helps!