John Lewis recensioni

John Lewis recensioni

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cancelled online order with no proper explanation

They cancelled my online order without any proper explanation. Apparently I didn't pass their "Security check". Nothing wrong with my creditworthiness though. I read in other reviews I'm not the only one being rated as an unreliable customer for no reason. Will use Amazon for my future purchases. Never have problems with them.
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Poor coordination of delivery and dispatch

I ordered the mattress on the 29th Jan 2014 and the earliest date that the mattress could be delivered was 20th April 2014. As you can see, I have already waited a very long time for this mattress.
I arranged for the delivery of the mattress between 7am and 2pm. At 8.30am, I had a call to inform me that the mattress had mistakenly been sent to the Park Royal dispatch office, however they assured me that the mattress would be delivered by 2pm. I had already arrange for my own mattress to be taken away at 10am on the same day, as I have limited space. Due to your flexible driver routes policy, I had no choice by to stay at home and wait for the delivery. This meant, I could not go to the shops and did not have any food at home.
By 2.30pm, the mattress had not arrived so I called the Kingston dispatch office. The girl said she was trying to get hold of the Park Royal dispatch office, but could not get through. She said she would call me back as soon as she did.
By 3pm I had not heard anything and so I called Oxford Street customer service. She spoke to Park Royal and said that Melissa from Park Royal would call me soon.
By 3.30pm, no body had called me so I called Oxford Street customer service again. This time the lady said that Park Royal could not locate the mattress and that they were very sorry.
I have had a wasted day, without any breakfast or lunch. I have no mattress to sleep on and no idea when I will be receiving my mattress.
I am appalled by the customer service I have received today.
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Completely and utterly incompetent in every facet of running a high end consumer business

Bought a fridge from JL on a Thursday night as mine broke the same day. paid an extra £20 to have it delivered on Monday morning between 7am & 2pm. Took a day off work to wait for it to arrive but 2pm came and nothing arrived. Called JL who said that the order was never processed because of some technical fault and wouldnt be able to get it out to me until 11 days later! Spoke to a manager (who then hung up on me) and said the earliest they could do was in three days time!

I call them back, spoke to someone different who said the item was actually out of stock! Although their website said it was most definitely in stock! Got hung up on again.

Spoke to a third person who then said they wouldn't be able to get it to me until after Easter and did not seem a bit concerned about the time to wait, the fact it was their problem and that I had to take a day off work. To the latter point, I just got "cant you just take it as annual leave?" and "that's not really our problem".

Cancelled the order and now waiting for my money back. In the meantime, bough a new fridge from a high end store and got it delivered in 30 minutes.

Thought JL were supposed to be one of the best companies going around. Guess not.
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What has happened to Customer Service ??

I agree with many writers on here that JL customer service has deteriorated rapidly over the last year or so.
I have recently had 2 appalling experiences with their complaints procedure. When you call it is impossible to speak to anyone who has any degree of authority or who can actually help. They are ruled by their systems which are inadequate.
I had a mirror arrive broken, when I phoned to arrange a collection and exchange, I was told the mirror couldn't be returned due to Heath and Safelty of the Collection Poople, even though they had delivered it in that state! I was then told to take it down the tip. When I complained in writing, was told to not take it down the tip as that would be a Health and Safety issue for me personally (!) but just to leave it for my bin men who would take it. So now JL presume to know my refuse collection policy. On top of that, the item was then out of stock with only 2 coming in!! JL were unable to reserve one of these for me as their systems didn't allow.
On another order, a mirror arrived from an 'approved supplier' - fine but problems arise when you want to return it. I cannot take it back to a JL store for refund nor can JL arrange a collection direct - this has to come from said 'approved supplier' involving more phones call and extra layers of communication. The back office has to arrange and ring you back within 48hrs. When they don't do this, don't think you (or even JL customer service) can speak to these people. They just have to put you back on the system in the hope that someone will call you second time round. Approved supplier is just a lazy cost cutting service which means the item comes directly from the supplier instead of going into JL supply chain. All of a sudden they have turned into Amazon but without their excellent service.
Anyway all in all deplorable for a company whose reputation is built on service. Be careful JL - without your customer service you are just the same as any other store.
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Simply the Best!

I have been a long term JL shopper, as well as using their Waitrose stores. Never once had a problem! Their own delivery drivers are always polite and friendly, their in store star (Glasgow and Edinburgh) are a delight to deal with - particularly Jackie in Glasgow and Fiona in Edinburgh, the personal shoppers. I regularly use their click and collect to Waitrose in Newton Learns and Glasgow, never once had an issues - the stuff comes armour plated in boxes with air bags to prevent damage. Slightly pricier sometimes, but worth every penny! #johnlewisloyal
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Dreadful customer service

Staff didn't seem to know what they were doing. Several attempts to speak to a line manager/supervisor brought stubborn, even rude responses. And so arrogant. This company needs a huge overhaul in customer service. They have lost their way completely when it comes to customer respect. And I am so glad it's not just me saying this.
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Staffs are big headed with Grumpy faces. Westfield Stratford

After walking in to Westfield shopping centre it's un avoidable sometimes not to pass through John Lewis store. We walked in to the store and went to the baby section. Instantly you can feel that you are not very welcomed as the way the elderly staff looks at you. The staffs there sometime forget that by wearing smart dress they are still sells-assistants and not bank managers. I ask a lady where can I find new born clothes and she says, with a grumpy face, your standing right here just look around. Went to the counter and we herd no please nor any smiles. All old grumpy faces. As if they don't want to sell anything to us. I wouldn't recommend anyone to shop in Westfield John Lewis baby department.
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Awful service

JL should spend less on their Christmas TV ads and a plough the money into their delivery service. Waited in all day for the delivery and installation of a gas cooker. At 6.30pm they arrive with the cooker, but can't install because a) it's not booked (untrue) and b) neither of them was Corgi-registered so couldn't anyway. Spoke to the distribution centre who said the installation (£75, by the way!) was on the job sheet and should have been done. The delivery men said that the 'afternoon van' doesn't do installations. Someone isn't telling the truth here. Anyway, rejected the cooker until someone at JL can decide whether to tell the truth or not. Paid more for the cooker than we could have done, but thought we were buying into this idea of 'quality service' from JL. More like a myth!
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Almost spot on

I've ordered 3 items (food processor, glasses and a washer dryer) via JL in the past few weeks with no major issues.

However their website was a bit glitchy when my credit card company required extra authorisation measures - once MasterCard were satisfied it was not a fraudulent purchase you'd have thought the JL website would allow me to continue my transaction. Alas it wouldn't so I had to repeat the order over the telephone which was a bit annoying!

Also the delivery slots are a bit awkward (7am - 2pm or 2pm - 9pm). To be fair they rang when two minutes away but if they could give you an alert when, say, 1 hour away I would've felt comfortable about popping into the shower! It's quite a long slot just to hang around. However the washer dryer was installed without fuss and the fitters were pleasant and efficient.

The glasses were defective when they arrived, but I returned these to JL who replaced them without issue. That said, it took 3 goes to find a set of bodum glasses that weren't faulty so Bodum and JL need to check their QA procedures!!!

Re. the food processor I elected a "named day" delivery for extra cost but this arrived a day early and we found it by accident, dumped in our dustbin cupboard! Wasn't overly happy as this is a high value item which could have been pinched, but am more cross with the courier company for leaving it there than JL for dispatching it early.

So no major gripes with JL thus far but there is still room for improvement.
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Never buy from John Lewis again. Bad Bad customer service

To start, I have an excellent credit score. I buy online all of the time and really spends hundreds of pounds every months with no problem, but today, I placed £250 order with John Lewis, they phoned me to security check, and they were happy at the end. The lady on the phone said I will receive an email confirmation of the order, but I received a cancellation order email to my horror! when I phoned them, they reckon it was cancelled because they though and still think it was a fraud and that was it. Not even an apology. Never buy from John Lewis again. The only way is down for this company.
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Funny lot.....

I ordered a Samsung tablet from John Lewis and asked for it to be delivered to my local Waitrose. No problems with that and they sent me an e-mail. They said print out the e-mail and take the credit card that I used to purchase the product online, or the phone text and the credit card. I received no phone text and my printer went up the swanny, so I e-mailed them and asked them to send the text. The reply was "We don't send text messages as a receipt, {I sent them their own e-mail which said they do}, and I suggest you get your printer fixed". How nice. Well, all was not bad in the end. I just took my passport and the lady in Waitrose didn't even want to see my credit card.
I find their instore staff can be a bit rude too. I was looking at one of their radios when an assistant shoved his way in to show an elderly couple. The lady seemed a bit surprised at his attitude. Needless to say I went home and ordered the item from Amazon, and e-mailed JL to tell them why.
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LOST faith in this company!!!

Shocking...errors left right and centre including damaged item and mega confusion getting replacement. No one seems to know what the other is doing- passed from pillar to post!
To date have never seen any paperwork showing proof of purchase- and if I get another pathetic email saying;
"Please do not hesitate to contact me if you require any further assistance."

I'll.....grr!!
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Ignoring my emails. Bad customer service, faulty website

Received gift vouchers for a present. Redeemed them online and the order wouldn't complete. Called the helpline and had to list off each voucher number (all 10 of them, £300 worth) to my expense. According to their system the order had completed and they were redeemed. I can't use them in store now as the security panel has been scratched off. I now have to post them for them to decide what to do . . . why should I go to extra expense and risk losing them?! I was meant to have received a phone call but didn't and being told different things. WORST CUSTOMER SERVICE I've received in a long time. Don't try and redeem vouchers online!
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Worst customer service ever!

Ordered a cooker which I decided to change as my ninety year old mother found it difficult to use. We decided to exchange it for the Smeg which looks a better option.
Five weeks on and still have both sitting in the kitchen without being able to cook a meal.
Unbelievable amount of calls, so frustrating listening to the same music especially when you are left holding on and not even a Manger available or prepared to sort the problem.
What shame John Lewis has lost that personal service!
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Reputation going downhill fast

We ordered a Siemens fridge freezer and it was due to be delivered today. After my wife took unpaid leave from her work, we were phoned by an arrogant driver 5 minutes before the delivery slot ended at 2pm to be told that the delivery would not happen due to bad weather. Their excuse being that the forth road bridge was shut to vans. However, their distribution depot is 1.8 miles from our house. We were then put to the back of the line and given a delivery slot for a week's time! This is the 2nd time in a row this has happened to us, there won't be a third.
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Horrible customer service

odered items online, i waited for days then i decided to email them to ask about my order, only to be told that there was a glitch and my order will be delivered in 2 business days. waited, still no delivery, so i decided to cancel. It's been about three weeks now and i still am waiting for my money back, which i badly need, they keep telling me i have to wait 5 business days.
big mistake to use them. their customer service, which is apparently unparalleled, is definitely a MYTH.
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Famed customer service is a lie

Bought our 5th and last TV from John Lewis - broke within 28 days and quickly found that thier famed customer service was none existent.

I tool the TV back as soon as it stopped working and was told as it was missing the stand we would not get a replacement. (Like many TV owners ours was mounted on a wall and the stand was thrown away).

When i suggested they just kept the strand from the replacement ( just a bit of common sense) i was told that was not possible. Surely just taking the stand out of the box and sending me on my way would have been a simple task.

John Lewis in house Tech Support told me that they'd send it off to be fixed - which could take a month and if it couldn't be fixed my warranty was void and i'd be left without any TV at all.

No loan TV provided and no customer care present.

After speaking to the John Lewis call centre i was told to go back to the store and see the TV department manager - so returning to the store with at least some hope i was then told they didn't have loan tv's in store and so i went home to my wife and children without a TV.

For a long term John Lewis advocate who's purchased clothes, sofas, cameras, tv's and numerous other items i'm surprised how quickly i've decided to shop online. The only reason i shopped with John Lewis was for the legendary customer service. However, after 15 years of brand loyalty the first time i needed a bit of customer care i found it missing!

Won't be spending any more money with John Lewis.....from hear on in i'll go for the cheaper prices at online stores!
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John Lewis - Top High Street Retailer

I purchased a Fridge / Freezer from John Lewis in Dec 2013, the deal was if you purchased before 8th December 2013, BOSCH would send you a £75 credit voucher.
Well....have a guess...BOSCH had absolutley NO intention of sending anything except for a load of excuses why they didn't want to honour the deal.
Sent an e-mail to John Lewis.com customer services dept: they responded with an offer of £75 straight away and apologised for the poor service and treatment i had received from BOSCH appliances. Never again will i purchgase a BOSCH appliance, John Lewis however is a TOP retailer and look after it's customers, even when it's at their expense, well done John Lewis.
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They keep telling me to cancel my order

I ordered a Pinter in February, they accepted the order - took my money. 2 weeks later told me their supplier had no stock, with a estimated delivery in March. When I check tracking on JL site it shows as despatched for the last 10 days, despite this had another email from John Lewis (second one) suggesting I cancel the order as they have no idea what is happening as their stock system shows it outstanding. Very poor investigation by their staff and does not give me any confidence they will deliver. Other shops in area have stock at the same price - but I was sold on the 2 year Warranty.
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Second Choice, First Class!

Ordered a Samsung Galaxy Note Pro 12.2 from another online retailer, and they sent the wrong product. Told me I'd have to wait 14 days for it to be corrected, so I searched elsewhere, and found the tablet for the same price at John Lewis. As my nearest store is an hour's bus ride away, I paid for next day delivery, and it arrived just fine the next morning.

I'd certainly order more products online with John Lewis again.

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