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Original poster

asking for compensation JL

25 replies

user1489844432 · 05/06/2017 08:59

Hello

Not sure if this is the right forum, so please feel free to move the thread to a more relevant section.

Basically I am after advise in terms of compensation from John Lewis.

I bought online from them fridge and dishwasher, value of order almost £2k.

First time both items were damaged so I refused the delivery and it was rescheduled. Then almost a week later when items meant to be re-delivered simply no-one showed up. It looks like they screw-up something internally. They will now make a 3rd attempt to deliver.

I said already I expect compensation, which they will discuss only when items are delivered. The main issue is that I have been without a fridge for over a week!!!!

I don’t really have any experience of this type of process, so I was wondering what level of compensation would be reasonable to expect and how to go about it?

Any advise would be greatly appreciated!

OP posts:

Buscake · 05/06/2017 09:10

They might give you a £10 voucher or similar. Don't think they'll give you much to be honest

Kokusai · 05/06/2017 10:40

Compensation for your pain and suffering?

It sounds like a bit of a screw up and highly annoying but I woudln't expect anything more than a £10 voucher like PP says.

wowfudge · 05/06/2017 10:58

Unless you lost money by taking time off work, there is nothing to compensate you for - you couldn't sue them for your loss. They may offer a voucher or something as a goodwill gesture.

JustMumNowNotMe · 05/06/2017 10:59

Compensation for what? Ridiculous!

Original poster

user1489844432 · 05/06/2017 11:35

Compensation for the fact we had to eat out a lot due to no fridge and keep throwing away lots of food if it could not be consumed on the day. We arranged a delivery a week before we moved to a new place and still with no fridge in house due to no fault of our own.

Until now I thought it is very reasonable to expect decent compensation from a company who puts premium on their products claiming excellent customer service.

Clearly I have too high expectations or most people too low :)

OP posts:

wowfudge · 05/06/2017 12:21

It's not JL's fault your previous fridge failed meaning you didn't have a working fridge for a period. For the period before your chosen new fridge was delivered you could, very cheaply, have bought a second hand fridge on eBay/ local Facebook selling page/from a charity shop as a stopgap. Why does having no fridge mean having to eat out? That is bonkers. Just shop little and often and throw less away.

I don't understand why you didn't go with a next day delivery for a new fridge - yes that comes at a premium, but it is there precisely so you are not left without.

You have unreasonable expectations. Most people are displaying more commonsense. You haven't suffered any loss due to JL's delivery mix ups, just some inconvenience.

Btw - have you read their Ts and Cs? By placing your order you will doubtless have accepted them and they will state when they will pay compensation.

StillSmallVoice · 05/06/2017 12:24

John Lewis customer service is absolutely awful these days. Your experience is precisely what I would expect of them, which is why I would never order from them again.

emsyj37 · 05/06/2017 12:36

We had a delay receiving delivery of our new fridge freezer from JL so they provided a temporary loan one - brand new Zanussi. They said they would collect it once the new one was delivered but they arranged 3 times to do so and never once showed up. We have heard nothing since so gave the loan Zanussi to my DMum as she needed a new one. It is now 7 years later!

GlitteryFluff · 05/06/2017 12:40

I had an issue with currys with a fridge/freezer.

Mine broke in the AM, went straight to currys. Chose one, nobody would serve me. People on tills couldn't, had to be a fridge/freezer person, nobody could find one. Tannoy etc nobody arrived. Then someone arrived and I was about 10th in line to be served. Checked online on my mobile and I could order online so went home to order.

DH took a a day off work and lost the money as self employed. First delivery attempt they refused to carry up the stairs (lived in a flat). Went back to store to choose another smaller one and they said no we'll deliver original, I'll get all the strong guys on the delivery and it'll get carried up. But this wouldnt be til Friday morning so 4 days later. Friday DH takes another day off work. Morning time slot comes and goes but it doesn't arrive. Call up, it's en route. Hours pass still not here. Call up, oh no they've gone home. I was furious. In the end they said they'd deliver it another day but decided at that point they wouldn't bring it up the stairs so would leave it downstairs for me.. In the end I had to bribe the drivers to help DH bring it up for £20 each.

I emailed the ceo and got about £150 refunded off the £500 i'd paid. It didn't cover the loss of earnings, food that I bought ten couldn't store, ready meals etc plus the bribing but by then I'd lost the will to live.
I also had a just turned one year old who had cows milk several times throughout day, so had to keep going out to get milk then chucking it and had to drag him out at meal times to get food. Was such a pain.

I spoke to head office during all this and said I wanted money off when and they kept saying we'll discuss it when it's arrived and in your kitchen. well yeah because then I'll accept whatever you offer because I've got no way of giving you the fridge freezer back then! So after went to the ceo.

So in short I'd wait for you to actually get the delivery but then definitely complain.

MumIsRunningAMarathon · 05/06/2017 12:50

What were you hoping for op?

It will be a JL voucher at the most

They won't pay for your takeaways!

thatstoast · 05/06/2017 12:51

Compensation as a word tends to annoy people but there's nothing wrong with complaining when you receive bad service. Often a company will seek to resolve that complaint with money.

We ordered a TV from John Lewis last year and it didn't arrive when expected and we were then told it was out of stock. They gave us a more expensive TV which matched the spec of the original and a £50 gift card.

Have a think about what would resolve the issue. Obviously getting your items in a timely manner and maybe 10% refund as a giftcard then call customer service to discuss.

Kokusai · 05/06/2017 12:57

Compensation for the fact we had to eat out a lot due to no fridge and keep throwing away lots of food if it could not be consumed on the day.

LOL all food needs a fridge does it then?

I mean, I get it is annoying, but wanting compensation because you ate out a lot is pretty funny.

Heratnumber7 · 05/06/2017 13:03

Compensation for the fact we had to eat out a lot due to no fridge and keep throwing away lots of food if it could not be consumed on the day.

Why does not having a fridge mean you have to eat out a lot? People managed quite well into the 60s with no fridge. There are other ways of keeping food cool, and lots of food that doesn't need to be kept cool at all.

And why throw food away? Why not just buy or cook the amount you need?

Original poster

user1489844432 · 05/06/2017 13:05

Yeah, it may sound funny to some. Lets wait until you move to new place, everything in boxes etc. so messy as you would expect Really hot weather as we had recently and there is no fridge.

Of course there are many things I could have done but then I decided to pay premium buying from JL, so I did not have to deal with it. I also tried to get it delivered a week earlier than was required so it is not like I left it to the very last minute.

I am really surprised with most comments, it looks like most people are prepared to pay extra and then have low expectations. Fair enough, shame most of you are not my customers, would have such a easy life! :)

OP posts:

gamerpigeon · 05/06/2017 13:13

Definitely on your side OP - I had some delivery problems with JL when I was buying things for my DD's nursery. I cried on the phone (hormones!) and ended up with £15 compensation - and I had spent much less than you.

For appliances I really rate ao.com over JL. We moved into a new build which didn't show up on sat navs and they still delivered on time.

Hope it gets sorted!

Original poster

user1489844432 · 05/06/2017 13:16

The point is that I could buy it online 13.5% cheaper exactly the same items like for like and I am sure I will not get anything near 13.5% in terms of compensation. So this is what really pisses me of, I feel I have every right to have high expectations with this mark up!

OP posts:

Kokusai · 05/06/2017 13:20

Yeah, it may sound funny to some. Lets wait until you move to new place, everything in boxes etc. so messy as you would expect Really hot weather as we had recently and there is no fridge.

No I get that it is annoying, I just think your over reaction about wanting to be compensated for your takeaways is a little bit funny.

I've had several house moves where i've not had a fridge for a week or so - no drama as hardly anything needs a fridge. Fruit, veg and eggs are fine out of the fridge, you can shop for small quantities of yog/milk/cheese daily and just pick up meat/fish for each meal. Butter does ok in a butter jar. Jam etc fine in a cupboard.

McSleepy · 05/06/2017 13:24

If you can get the same items 13.5% cheaper elsewhere then also speak to JL about price match to claim back the difference.

wowfudge · 05/06/2017 13:26

No need to pay a premium as JL are never knowingly undersold. Seriously OP your attitude about the apparently low expectations of others speaks volumes. If you can't get a fridge delivered when you need it, it is not beyond the wit of woman to get a secondhand one as a temporary stop gap. I think the eating out business has more to do with you moving house than the JL's delivery cock up. If it was a fridge and not a fridge freezer you were waiting for you could easily have kept milk etc cool in a cool box or bag with some cool blocks even.

If you were waiting for washing machine, would you just leave several weeks of laundry building up or would you go to a launderette or a friend or neighbour to use their machine? It's pretty much the same thing.

Original poster

user1489844432 · 05/06/2017 13:28

Cant claim price match as they do not match pure online sellers, which I knew before I placed an order but decided 13.5% was worth my peace of mind with so much going on. I still need a decent washing machine and certainly wont be placing my order with JL again.

OP posts:

sunshine7981 · 05/06/2017 13:29

I would pursue a complaint with them - if you look on their website their is an email address for head of customer service. I had atrocious customer service from them recently in relation to a curtain order. Like you I paid a premium expecting good service and got the opposite. In the end after an email complaint and several heated calls they credited £1k to my account (although the original order did cost over 5.5k) my advice would be to complain- and use ao.com in future!

wowfudge · 05/06/2017 13:30

Cancel your order and go elsewhere then.

Original poster

user1489844432 · 05/06/2017 13:34

Great tip with head of customer service email, just found it. This is exactly the type of advise I was looking for when starting this thread. Appreciate it very much!

OP posts:

Original poster

user1489844432 · 05/06/2017 13:34

Great tip with head of customer service email, just found it. This is exactly the type of advise I was looking for when starting this thread. Appreciate it very much!

OP posts:

jenks81 · 07/06/2017 06:15

We had similar issues with JL delivering a fridge several years ago. The first one they sent was faulty so they sent a second, that one was also faulty at which point I got rather cross on the phone to them. They agreed to give us £100 off a different fridge of our choice (as didn't then want the same one). When that was finally delivered I wrote a long complaint letter to them and they sent me a £50 gift card, so it's worth complaining.

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