John Lewis Customer Service Issues

Order number [redacted]25 has arrived, containing the Green Loire dress stock number [redacted]4. Upon trying it on, I noticed small green baubles (which are part of the dress) falling off. It seems like the dress might have been previously worn or stored improperly. Although it's not damaged, the quality is not as expected. I have pictures of the baubles and the dress, which was originally priced at £[redacted] but purchased for £80. I like the dress but would need a discount due to the flaw. I can provide photos if necessary. Would I need to return the dress for you to acknowledge the issue, risking not getting a replacement?

I ordered a dress for a wedding today. It arrived on Monday, but it wasn't the dress I ordered. The delivery was for someone else in Belfast, and the payment was taken from my account. I had to find a last-minute replacement, causing inconvenience. I emailed twice with my complaint but haven't received a response yet. Case reference: CASE-[redacted]4. Order number: [redacted]41. I still need the dress, so please send it quickly. I want a proper acknowledgment of my complaint, not just an automated response promising a reply within 24 hours, as this hasn't happened.

Good morning, I have sent multiple email requests regarding the Acer Chromebook CB5-312T-K1TR MediaTek 13.3 in Silver. After being directed to prepay at John Lewis, the Glasgow assistant found this process unusual, suggesting I reach out to customer services. Despite sending three emails, I have received no response. I also asked for an update when the item is back in stock, to no avail. A competitor has since notified me that the product is available. As loyal customers at John Lewis/Waitrose, my wife and I feel disappointed with this entire situation. Thank you.

I had a recent positive customer service experience, but it could have been better if the selling terms were improved. Last Thursday, I purchased a computer that made a strange noise upon booting up. I have since returned it for a replacement, which was efficiently arranged. This issue could have been avoided if the computer's box had been checked by a technician before I left the store. Taking just five minutes to test the machine could have prevented four additional trips to your store, saving both time and hassle. I suggest implementing a practice where all electrical items are tested before handing them to customers, with a sticker on the box to indicate this. This could earn your sales team extra points with customers. What are your thoughts on this suggestion? - M.E.

I have been trying to reach you at [redacted]9 for 45 minutes now with no luck. I am frustrated with the lack of response. I prefer not to wait 24 hours for an email reply. I recently purchased slippers online for £85.00 and noticed that the foot edging on the right slipper is coming apart. I would like a perfect replacement, not a refund. However, I do expect a refund for this extremely long phone call which is now at 55 minutes. This level of service is unacceptable.

Hello! I recently purchased a Belkin Boost Up 10W wireless phone charger for £29.99 along with some gift labels. Since I couldn't reach anyone by phone to inquire about earning triple points today, could you please verify if I am eligible for them? Due to age and limited online skills, I didn't provide my account or security details during the order. Could you confirm if I will receive triple points for this purchase? Thank you, Mrs. J Tolan Order number: [redacted]55

I am extremely frustrated. For the past two days, I've accumulated a substantial phone bill trying to contact JL customer service. Is it company protocol to not answer the phone promptly? I've grown tired of hearing how much my call is valued while being left on hold. It feels as though there's an arrangement with the phone provider to keep customers waiting while going on about data protection. It's understandable why your profits are declining. Let's see if there will be a response. - K. Donnan

Since Monday, August 17th, our managing agent has been struggling to resolve a washing machine issue with John Lewis, spending a total of 7 hours on hold. Despite being within the 2-year warranty, there has been a back-and-forth between Hotpoint and John Lewis due to the purchase date being 20 months ago. Assurances of escalation and callbacks via Twitter customer service have not been fulfilled, leaving us frustrated. The promised engineer visit on Saturday, August 22nd, did not materialize, prolonging the tenant's inconvenience to two weeks. The request for a serial number located inside a sealed door further complicates the situation. Regrettably, we will need to purchase a new washing machine for the tenant and are considering legal action. The ongoing ordeal has left us feeling helpless and unsure of what steps to take next.

I ordered a delivery from John Lewis online with an expected arrival on the 25th or 26th of November to Fulwood, Preston, but it hasn't arrived. According to Royal Mail, it's currently at Northampton and on its way, but it's still there today. I really need this as it's for a gift, and I've been staying indoors for 10 months with no other shopping options. The package includes an Epicurean Hatbox and a pot of Clarins face cream. I hope for a resolution as I don't want to keep hearing from John Lewis that I'll get it "tomorrow". Please assist me.

I placed an order for earrings requesting next-day delivery on December 21st. I noticed that the postcode in the delivery address from your email was incorrect; it should be GU51 3RU instead of GU15 3RU. This issue happened before when the house number was wrong, showing 12 instead of 21. Thankfully, a neighbor handed me the parcel. This experience has deterred me from future purchases at John Lewis. I kindly ask for assurance that the earrings will be delivered promptly and to the correct address. The order number for the earrings is [redacted]78. Thank you, M. Mackey

During my recent visit to the Liverpool One store, I was surprised by the conduct of a staff member in the menswear department. I had tried on a jacket with the intention of purchasing it when an employee approached me in a brusque manner, informing me that trying on items was not allowed without any prior notice or explanation. This encounter was not only impolite but also embarrassing, especially in front of other customers. Feeling unsettled by the incident, I decided to forgo my purchase and left the store. As I exited, I witnessed the same employee behaving similarly towards another customer trying on a jacket. While I acknowledge the importance of hygiene measures, the way in which the situation was handled lacked professionalism and customer service. I believe it would be beneficial for the Liverpool team to address this issue and ensure customers are treated respectfully. Customer satisfaction is integral to the success of any business and should be a priority for all staff members. Sincerely, Matt Fairhurst

I had an excellent customer service experience at the John Lewis store on Oxford St on Saturday, 10 July. Accompanied by my boyfriend, we were dreading shopping for a suit for an upcoming wedding. Upon our arrival, a helpful sales assistant accurately guessed my boyfriend's size, considered our budget and color preferences, and promptly found the perfect suit. In the changing room, the staff assisted him in selecting a shirt and shoes to complete the look. Their support made the process surprisingly painless. It's important to acknowledge exceptional service, not just criticize shortcomings. I wanted to express my gratitude to the team. I couldn't locate an email address on the JL website, so I hope this message reaches the appropriate individuals. Thank you, John Lewis.

I purchased a MacBook Pro laptop from John Lewis back in [redacted]. Recently, the keyboard stopped functioning. After researching online, I discovered a manufacturer fault with a recall issued by Apple for a free repair. Despite missing the recall deadline by a few months, Apple advised me to contact John Lewis under The Consumer Rights Act of [redacted] that covers electrical goods for up to 6 years. I provided John Lewis with a letter from Apple stating the fault was manufacturer-related and I was eligible for a free repair. Although John Lewis initially hesitated, after showing them the letter, they acknowledged my coverage and took the laptop for repair. However, a week later, I was informed the repair would cost over £[redacted]. Confusion arose as the staff seemed unaware of my rights under the CRA. After sending them a copy of the letter, John Lewis revised their decision, offering a £[redacted] refund but keeping my MacBook. I disagree with this resolution and believe I am entitled to a repair or a replacement as the fault lies with the manufacturer, and John Lewis should adhere to The Consumer Rights Act. I am distressed by this situation and seek further assistance from the company's staff. Warm regards, Alan M.

My elderly grandmother purchased a TV using her John Lewis store card last Monday, expecting delivery to me on Thursday, December 4th between 6 and 8 PM. Unfortunately, the TV did not arrive, and neither my grandmother nor I received any communication. We contacted customer service again on Friday and were assured delivery by Saturday, December 6th, which did not happen. It is now 9:30 PM on Monday, December 7th, and the TV has not been delivered. Despite numerous calls and long wait times, we still have no information on when the paid order will arrive. I was on hold for 1 hour and 7 minutes tonight before speaking to someone, only to have the call disconnected, with no callback. Our complaint, pending for 3 days, remains unanswered, disappointing my 87-year-old grandmother, a loyal John Lewis customer for over 50 years.

I recently sent a £[redacted].00 cheque for an insurance renewal on my John Lewis Washing Machine. I have since replaced it with a new integrated washing machine covered by a three-year warranty. I would like to cancel my Domestic & General cover from October 18, [redacted], and request a refund or credit note since I no longer need the coverage. My details are: Margaret C. Richards, 27 The Croft, Ruislip HA4 0SF. Telephone: 0[redacted].

I purchased a Lego Cushion and a beanie one week ago. I received confirmation of the order and dispatch, but I have not received any emails stating that it is ready for collection. The order number, [redacted]07, is not recognized at Waitrose East Sheen. The payment has already been deducted. According to the tracking information, it shows that the cushion has been picked up, even though it hasn't, and there seems to be a problem with the second item without any explanation. I am unsure about the status of my order.

I ordered a Melon Garden Sofa with item code [redacted]7 from John Lewis, delivered on 8th May with reference number [redacted]. The delivery men noticed damage on arrival. John Lewis offered a 25% discount or replacement, and I chose the replacement option. I'm concerned whether the item was damaged prior to dispatch. Despite assurances of a follow-up call, I did not receive any contact that day. No email was sent either. I am frustrated and disappointed with the service as I took the day off for the delivery. This was my first online shopping experience with John Lewis, and it has not been a positive one. I am yet to receive a resolution, and my payment still stands with them.

After receiving an email from your company, I attempted to apply for a card. Unfortunately, I accidentally locked my pin. Despite multiple attempts to reset it as advised by three of your colleagues, the system keeps stating my information does not match. I have confirmed that I inputted the details correctly multiple times. I am unsure how to proceed as the reset page continues to reject my information. Your assistance in resolving this matter would be greatly appreciated. - Sheila O'Kelly

I purchased a Magimix food processor for £[redacted] with a delivery promised within 3 days. After a week passed without receiving it, I contacted the company. I found out the courier had damaged the item, and no one informed me about the delay. I requested a replacement, only to learn it was out of stock. Recently, I received a Waitrose voucher offering £15 off a purchase over £[redacted] at John Lewis. I called to check its availability at the Bluewater store but was told it was not in stock. The agent advised ordering online, but there were issues using the voucher and another discount. After being transferred multiple times, waiting on hold, and facing disconnections, my frustration grew. The lack of communication, delays, and poor service made me question John Lewis's definition of customer service. This is the second disappointing experience I've had in the past two months, and I may consider taking my business elsewhere if these issues persist.

Today, I went to JL at High Wycombe to meet a friend for coffee and Christmas shopping. I started at the coffee shop at 11am. Being a coeliac with allergies to gluten and cow's products, I asked the greeter for advice. He directed me to a helpful assistant who checked available options, only to find that all vegan items contained wheat and gluten-free products had dairy. My only choice was black coffee. Upon returning at 3.30pm, I still had limited options, ending up with black tea. Luckily, I had brought oat cakes with me. I left feeling disappointed and hungry, surprised that a big food retailer had nothing safe for me to eat. This experience will make me reconsider visiting this outlet in the future.