Failed deliveries and ignored emails
As usual, I chose to buy my white goods from JL.
I made a large order with them containing a few large electrical appliances.
The first booked delivery came and went and they didn’t have one of the items, so I arranged for an re delivery a few days later.
That time, one of the items turned up but the other one didn’t.
I was told it was on a different van and would be with me that day.
After waiting in all day for it, I gave up at 830pm and phoned customer services.
Was told that the next earliest spot they could give me was 6 days later.
I explained that that was too late (I had builders on site needing the appliance), and as I was within the 14 days later cooling off period I would instead like to cancel that part of my order.
I was told that wasn’t possible and that instead the driver would have to re attempt delivery as their policy is that three delivery attempts have to be made before a customer can have a refund on an unwanted item.
This seems absolutely absurd - to send a delivery driver out needlessly only to be sent back with the goods - what a waste of time for everyone involved, not to mention some shocking application environmental policy. If JL truly want to get to net zero within the next 9 years they should probably start with not send lorries out across the country unnecessarily.
The worst bit though is that I’ve sent several emails questioning this policy, pleading with the team to see sense, as well as escalated the issue to the complaints team and heard nothing back. All they will agree to do is book another slot in the full knowledge that that will be a wasted slot.
I will be shopping with appliance world next time, when JL failed to deliver the item for the second time I made the order with them and they managed to deliver the exact same appliance within 48 hours and have been great to deal with.
Sad to see such a British institution that has always prided itself on customer service ignore its customers when there’s a problem. I really
Hope JL improve their customer services for others in the future.
Resposta da John Lewis
Hi Caroline, Thank you for taking your time to write a review. Firstly I want to sincerely apologise for the frustration, delay, and inconvenience this order has caused you. Especially while coordinating work with builders on site, where timing is critical. We take great pride in our customer service standards, and it is clear we failed to deliver that standard to you this time.
While I completely understand why you chose to source the appliance elsewhere through Appliance World to keep your project moving, I want to make sure we address your complaint and take on board your feedback as feedback like yours is vital to helping us fix processes and restore the service standards our customers expect from John Lewis. Please can I ask you to email us via tell.us.more@johnlewis.co.uk with a copy of your review, name, address and order number/case number, so we can look into this further. ^Holly S