Have your say & ask the experts

Has anyone else had problems with JohnLewis.com or John Lewis stores?

I bought a Panasonic Viera TX-P37X10B, on 9th October, on 10th October, John Lewis delivery team arranged for it to be delivered on the 20th October. I stayed in all day, when it hadn't turned up by 6pm I phoned JohnLewis.com helpline to be helpfully told "you haven't got a delivery arranged".
I queried this the following day as they had charged my card on 12th October and the email confirmation stated "note that acceptance of your order takes place when it leaves our warehouse, at which time your nominated account will be debited," they then changed their mind and told me that the delivery people had run out of the TV and forgot to inform me and them.

So after much debating back and forth I arranged for JohnLewis.com to refund me and ordered a TV and Blu-Ray deal at the Cardiff store, it was due in this week, now I have been informed that Cardiff aren't getting that deal after all, if I'm lucky they will be able to put me in touch with another store, if not then I have wasted three weeks. Not often many people say this on this site, particularly regarding TV sets, but I wish I had gone to Richer Sounds, when I bought my 42" Panasonic, I phoned the Cardiff store, Sam ordered it in for me and I collected it on when I was going past Cardiff a few days later.

That's pretty poor. Might be worth an email or letter of complant, as JL usually pride themselves on service.

Personally, I've had nothing but exemplary service from JL, to the extent that I'll buy from them even if they're not the cheapest for a given product.

I guess it all comes down to the people that you're dealing with, but the staff in my local branch have always been great.

Very unusual for JLP. I'd second bigblue235's suggestion. Send a letter of complaint making them aware of the poor service you have received.

Not nice from such a well-respected company who pride itself on impeccable customer service. Actually, I suspect they still feel a bit "stung" from their heavy financial losses of last year.

momo72:

Not nice from such a well-respected company who pride itself on impeccable customer service. Actually, I suspect they still feel a bit "stung" from their heavy financial losses of last year.

 You'd think then that they'd go out of their way to make sure the customers they do have get the best service possible!

rob_981:

momo72:

Not nice from such a well-respected company who pride itself on impeccable customer service. Actually, I suspect they still feel a bit "stung" from their heavy financial losses of last year.

 You'd think then that they'd go out of their way to make sure the customers they do have get the best service possible!

Agree.

What I mean is that they might be trading with caution with regards to carrying large inventories.

Thanks for the responses and suggestions guys,

John Lewis Cardiff store is trying to arrange to get me the TV I want next week, hopefully they will still apply the discount that they are currently offering with the TV and a Panasonic Blu-Ray player.

Guess I will have to see what happens now.

momo72:

rob_981:

momo72:

Not nice from such a well-respected company who pride itself on impeccable customer service. Actually, I suspect they still feel a bit "stung" from their heavy financial losses of last year.

 You'd think then that they'd go out of their way to make sure the customers they do have get the best service possible!

Agree.

What I mean is that they might be trading with caution with regards to carrying large inventories.

Yeah I know, you might well be right. But they should really have told the OP that they didn't have the item at the start, rather than arranging delivery and then not showing up. Never actually bought anything big from John Lewis, but I've always believed that customer service was where they excelled, which makes it all the more surprising.

momo72:

rob_981:

momo72:

Not nice from such a well-respected company who pride itself on impeccable customer service. Actually, I suspect they still feel a bit "stung" from their heavy financial losses of last year.

 You'd think then that they'd go out of their way to make sure the customers they do have get the best service possible!

Agree.

What I mean is that they might be trading with caution with regards to carrying large inventories.

The pressures of a recession...not good for you or the store's service/image. They should know better. 

Well, I've just spoken to John Lewis, seemingly as my order had been placed before the offer expired they will honour it.

Update:TV arrived in the Cardiff store's warehouse yesterday, they won't let me collect it from them, but they have promised to deliver it on Monday 16th November, only slightly later than the date I told them I definitely needed to receive it by so that I could get the TV wall mount fitted which was Friday 13th November.

TV arrived Monday 8.15AM, should be unpacked and wall-mounted tomorrow, awaiting receipt so can apply for freebie Blu-ray discs now.