John Lewis online dreadful service

[spencer1959]

I have been trying to sort out an order placed with John Lewis Online placed early December 2008. I have sent many, many emails to them to trying to sort out the mess and have got nowhere.

 

There so-called customer services are useless. I have even written to their managing director to see if he is aware of the terrible way that he’s staff handles a simple order.:evil::evil:

 

I’m not sure what else I can do to get them to fulfil my order. My advise to anyone else is to avoid John Lewis Online service.

[Rwalrond]

First thing , John Lewis Direct call staff are not actually John Lewis employees , this is all done by an agency.

 

But what are the details of your discrepency , because in all dealings that I have had with John lewis direct , they have bent over backwards to rectify things ,

 

Have you called them or just emailed them ?

Have you checked , is the item showing as in stock ?

Have you actually paid for the item and are just waiting for delivery ?

[BankFodder]

Very surprising to hear negative feedback about John Lewis.

 

I would suggest calling their customer services and see what they say. This means their many branch customer services.

If you don't get any joy - then you'll have to take the susual remedial action

[spencer1959]

First thing , John Lewis Direct call staff are not actually John Lewis employees , this is all done by an agency.

 

But what are the details of your discrepency , because in all dealings that I have had with John lewis direct , they have bent over backwards to rectify things ,

 

Have you called them or just emailed them ?

Have you checked , is the item showing as in stock ?

Have you actually paid for the item and are just waiting for delivery ?

 

Yes i have called them and emailed them god knows how many times. ( they even phoned me once ) Yes I have paid for the items.

 

You say they use a call center hmmm.

 

The order was for several kitchen items two of which were damaged by the delivery driver(s). One was replaced but i cant get the second replacement even after returning the broken one.

[Rwalrond]

As a poster above suggested , try calling your local John Lewis Branch , as the items have probably come from there anyway.

 

Remember that the person you speak to will probably not know anything about your order (since it was a JL Direct order) , but if you explain it all to them in a calm manner but explain your frustrations, then i am confident that they will chase it up for you and if as is probably the case , its just an issue of getting hold of the parts you need , then at least they should explain fully to you what the delay is.

 

John lewis will always strive to sort out any customer issues , but sometimes it may just be that you are not talking to the correct person.

 

I will keep my eye on this post to see how you get on.

[spencer1959]

This is the reply to a letter I sent to John Lewis Directs MD, received from John Lewis and dated 13th January 2009

 

Your Letter Addressed to Robin Terrell has arrived in his absence and i hope you do not mind that I have taken the decision to respond to avoid any further delay .

 

I am very sorry to read of your disappointment with the level of service you have been offered. However, as I am sure you will appreciate, our customer service team are best placed to manage things:cool: and therefore, I have asked one of our Customer Relations Managers to review the concerns raised and to respond to you directly. I will of course be kept informed.

 

I hope that in this way we can speedily resolve matters and restore your confidence in us.

 

Yours sincerely

 

Assistant to the Managing Director.

 

Its now Saturday 17th January and I have heard nothing yet.:-?

[spencer1959]

Update:

I just got a call from John Lewis Direct.

They said that they would send the goods out right away and have offered to refund the cost as a gesture of goodwill.

 

Think i'll leave it there for now and see if it arrives ( it was promissed before and never turned up ) Guess I should cross something.

 

 

Delivered Monday morning phew! ( in fact 2 of them arrived )

 

John Lewis Phoned today to say that I could keep both items and that a refund would be issued on my credit card:smile::smile: Thank you Leslie Hardy you have been a great help. REsolved

Edited January 20, 2009 by spencer1959
update