John Lewis Customer Service Issues

I placed order number [redacted]88 last Friday, and it was shipped on Saturday. However, I recently received an email stating that the order had been returned, and a refund was issued. I never received the original order nor returned it. During a phone call this morning, I was informed that my cushions have been reordered and should arrive tomorrow. I didn't receive a confirmation email for this reorder, so I would appreciate verification that the reorder was processed. Thank you.

I placed an order on the John Lewis website and paid £7.95 for delivery today with a specified time frame of 8 to 8. I waited all day as these are Christmas presents that I need for tomorrow. To my disappointment, I received an email this afternoon stating the delivery has been rescheduled for tomorrow. I am frustrated as I had to take a day off work, paid for delivery, and made plans to visit family which will now be impacted due to this delay. I have reached out to both DPD and John Lewis for assistance but have not had any success. The tracking information indicates that one part of my package has been at the local DPD depot near my house since Thursday night, and the other part was supposed to be delivered today. I paid for next day delivery, specifically selecting the date to guarantee I would receive the parcels on time.

I ordered items on the John Lewis website and paid £7.95 for delivery today. I was told it would arrive between 8 AM and 8 PM, then got an update for between 8:01 AM and 9:01 AM. I took a day off work to receive the Christmas presents I needed for tomorrow. But this afternoon I received an email saying delivery was rescheduled for tomorrow. I'm frustrated as I'll be visiting family in Northumberland and won't have the gifts with me, wasted money on delivery, and a day's wages. The DPD depot is very close by, and I've tried contacting both DPD and John Lewis with no solution. John Lewis chat is directing me to a queue for advice from an engineer.

I need assistance with returning an item to Evri after purchasing the wrong size and getting a new one from John Lewis. I am unable to find the 16-digit number required for the return process. I thought Evri would collect the parcel, but it hasn't been arranged. I have the parcel ready for collection. Could John Lewis provide me with the 16 digit number or help Evri contact me to facilitate the return?

I recently bought a dishwasher with a warranty. Unfortunately, I've had to deal with the same i30 issue three times. The repair service provided by Electrolux has been subpar. During the last visit, the engineer left me with a door that wouldn't open, which he caused. Following that, another engineer assessed the door and mentioned ordering a new kick plate, but during the fourth visit, they used the old kick plate instead of replacing it. I've had to rearrange my work schedule multiple times for these visits, which were supposed to be after 3 o'clock. This whole experience has been frustrating, especially since I purchased the appliance from John Lewis. The engineer's lack of accountability for the issue he caused is disappointing. I hope for a prompt response to address these ongoing concerns. Best regards, D. Simpson

Hello, I wanted to share my experience regarding the anniversary reward I received on 7th April for 'coffee and cake for 2'. Unfortunately, when I tried to redeem it, there was nothing available. I reached out to customer service, who informed me it was a mistake. I requested for this to be rectified, but my request was denied. I believe it is disappointing that no apologies were issued to all affected customers for this error. Had I not checked beforehand, it would have been embarrassing to discover there was no voucher at the checkout. To make matters worse, I was also asked to fill out a survey about the service received, which I must say was not up to the usual standards of John Lewis. Recently, a friend in the South Manchester Area received a 'prosecco and cake for 2' offer, which adds to my disappointment. I feel the handling of my query was subpar. I am hoping to be compensated with a voucher for either 'coffee and cake for 2' or 'prosecco and cake for 2' as a gesture for the inconvenience caused. Thank you, Krysia D.

Hello, I recently received an anniversary reward from John Lewis, which was meant to be a coffee and cake for two. Unfortunately, when I tried to redeem it, there was no reward to claim. After contacting customer service (my account number is [redacted][redacted]), I was informed that the reward was sent in error. I was disappointed to hear that, especially since a friend in South Manchester received a prosecco and coffee voucher for two. The customer service representative mentioned they could not provide any compensation for the mistake. Moreover, I was displeased to receive a feedback survey asking about how well my issue was resolved because, in my opinion, it was handled very poorly. This experience does not meet the usual excellent standards of service I expect from John Lewis. I felt like the person I spoke to was not very helpful, and I feel let down by this situation. As a gesture of goodwill, I kindly request a new coffee and cake for two voucher to be sent to me, or alternatively a prosecco and cake for two, considering the inconvenience I have faced. Thank you, Krysia D.

During my recent shopping trip to John Lewis in Norwich, I bought a pack of 2 rollerball pens with 2 refills. Unfortunately, when I gave them to my husband, we discovered there was only 1 refill inside. It seems like the pack was tampered with as it was opened and resealed with sellotape. Although this isn't a huge problem, it does make the purchase less enjoyable. I would appreciate it if you could send me a £8.00 voucher so I can purchase a replacement pack. Thank you for your attention to this matter. Best regards, S.H.

Hello, I am Katheryn, a volunteer organizer for Connecting All Communities in Hackney North East London, assisting the main organizer, Shukri. Connecting All Communities is a non-profit organization. I am reaching out to inquire if your company supports charities by donating items for families, children, and individuals experiencing economic hardships. Donations such as clothing, activewear, toiletries, towels, toys, shoes, backpacks, kitchenware, cookware, notebooks, pens, pencils, paints, art supplies, coloring books, and both halal and non-halal food items are welcomed. We help diverse groups, including children, young adults, and families. Our charity supports individuals in need during food bank distribution on Tuesdays in Homerton, Fridays in Haggerston, and offers Children's and family activities during school breaks. Any donations or support you could provide would be greatly appreciated during this time of economic strain. Thank you for considering helping us. Best regards, Katheryn

I purchased several clothing items at the beginning of April. I've only worn one top so far because I haven't been feeling well enough to go out since then. Being elderly and living alone, I am concerned about returning the other items (3 dresses/tops) within the 35-day window. I kindly ask for a short extension to send them back once I can arrange for someone to come and help me repackage them for shipping. I apologize for any inconvenience, but my health issues are ongoing. Thank you for understanding. - Patricia C. Order Number: [redacted]99

I've spent the whole afternoon trying to get help purchasing a mattress. Phone assistance hasn't been effective. Cait from WhatsApp ended the conversation after over half an hour. I'm interested in the super king zip and link option for two mattresses – one soft and one medium tension. I'm only able to select two of each. Are these mattresses designed for a couple to choose different firmness levels? I simply want to speak with someone or have them call me. I can't use the contact form as I don't have an order number yet. I need to resolve this before placing an order.

I am appalled by the treatment regarding a wrong TV order which I am dissatisfied with. The order number is i[redacted]5. My sister unintentionally ordered the wrong TV which your team fitted and set up. The team believed it had freeview, but it did not. This TV cost nearly £[redacted] plus the installation fee. We were unable to return the old TV as your delivery personnel took it along with the box and instructions. This caused inconvenience as my 87-year-old sister was left with limited channels over the weekend. She just wanted to watch her favorite programs. Despite technical support offering to pay for a freeview box, the situation is still frustrating. I will not recommend John Lewis, and I am considering contacting BBC Watchdog. Thank you for your lack of assistance. Email: [redacted]

I want to address the poor service I received at Westfield Small Electrical Appliances. It was challenging to find a shop assistant, and when I finally did, they were unwelcoming and unhelpful. Basic manners like saying thank you and smiling seemed to be lacking. The staff clearly lacked training. When I purchased a Magimix, the cashier entered an incorrect address and phone number, indicating poor reading and writing skills. This led to a frustrating experience trying to correct the mistake over the phone. Eventually, a helpful cashier had to spend extra time fixing the error. The shop floor often lacks staff, and when present, they are not readily available. As someone with retail experience, I was disappointed by the level of service. I hope my order will be handled better and delivered without any further issues. -Chantal S. Ref number: [redacted]5

Subject: Formal Complaint Regarding Purchase of MacBook Pro Dear Mr. Nish Kankiwala, I hope this email reaches you well. My name is Mr. Mohamed Abanur, and I am writing to express deep concern and frustration about my recent purchase experience with John Lewis. On October 9, [redacted], I bought a [redacted] Apple MacBook Pro 13" Touch Bar, Intel Core i5, 16GB RAM, 512GB SSD in Space Grey (product code [redacted]5) online. The order number is [redacted]69, with a total payment of £1,[redacted] including Protect Plus. Despite consulting a John Lewis advisor in-store before purchasing, my MacBook Pro is now malfunctioning after less than three years of use. Issues like a flickering touch bar and screen glitches have escalated to the point of spontaneous restarts and shutdowns, disrupting the laptop's functionality. Given my personal challenges including health issues, I sought advice from the Citizens Advice Bureau regarding my rights under the Consumer Rights Act of [redacted]. I believe the MacBook Pro falls short of the Act's standards, entitling me to a free repair or replacement. My attempts to resolve this with your customer service have been unsatisfactory. I'm disappointed in the lack of support from John Lewis, a brand I've trusted for years. I am escalating this matter to request that within 14 days, you confirm the repair or replacement of the faulty MacBook Pro in accordance with my rights under the Consumer Rights Act of [redacted]. I appreciate your prompt attention and hope you can uphold John Lewis's reputation by addressing this issue. Thank you for your understanding, and I anticipate your prompt reply. Sincerely,

I purchased an expensive TV and soundbar with the promise of £[redacted] cashback on each item. When I inquired about the cashback, I was informed the offer was not listed on the website and asked if I had taken a screenshot for verification. Unfortunately, I had not saved any proof as I trusted John Lewis. Later, a new offer of 50% off the soundbar (£[redacted]) was introduced, but I was unable to benefit from it as I had not entered the discount code during the purchase. This was because I had opted for the cashback offer at the time, not the 50% off deal. I am very frustrated and disappointed with this experience and have decided not to make any future purchases from them.