John Lewis & Partners — Attraction in Great Britain

Retailers finishing from high street surprise surprise! Went to buy coffee machine at my local John Lewis High Wycombe. Nespresso lady very informative helped me and then I said to her, "let me look at other machines".....so after 5-7 mins I turned back to Nespresso, can't find her anywhere, so thought of asking help from someone else, lady I found politely refused to help, as she highlighted, she is from Delonghi, finishing soon and made me aware the Nespresso lady has gone home already ....so I should go to Nespresso counter to find someone..... So I went Nespresso counter, found to two ladies to talking with each other, so I thought not to interrupt and wait and wait and wait....and as I waited it seems these two ladies are NOT bothered to see the ONLY customer waiting for them to finish......so after sometime, I decided to be rude enough to interrupt and then Nespresso lady (Shushan) seems like took the pains to talk to me....just to be told from her (Shushan), she can't move from her counter (to Nespresso machine which is hardly 3-4 m away from her, she could still keep any eye in case anyone turns to her counter and even though am the only customer interested in Nespresso at that time) and I should find someone from John lewis ..good bye ...not interested in selling (Shushan happily stood there and talking with other John lewis staff) Search begins again to find someone from John lewis, as after 5 mins I can only find the same lady in black (who was talking to Shushan and could not be bother to stop her conversation to serve a CUSTOMER.....CUSTOMER hahaha who is a customer........I wonder to myself).....and she started by saying "all other partners are busy and she will see if one becomes available" and lucky me one was found wondering around and can help with her heart ..... My point to write this is only because year after year retail chains are closing and if staff like this continues with this sort behaviour, customers like me will turn to online shopping more rapidly and staff like these are digging their own grave by ignoring customers and are putting other sincere colleagues out of job.

I understand if it is a busy Saturday, but it was dead I was the only customer on Friday at 1745......and all I could sense is every staff is in rush to finish and go home.

I am from asian descend and can understand millennial's born here don't even have the slightest sense of what competition is like when there are 50 other people in line waiting for your job in Asia, Middle East....hence they take these jobs as granted and those countries are progressing.

First Nespresso lady ....could have waited 5 mins to see my movement before finishing off her shift, dot at 6 pm. Delonghi lady should have done much to move herself and find a John lewis staff for me or as an alternative she could have tried to sell me Delonghi, but she was more interested in going home rather then selling Ladies talking should have stopped there conversation immediately to serve a customer (standing in front of them) rather than making me feel I am not important..but I am the one who is paying for their wages. Shushan could easily walked few steps to help, but chose not to Lady in black uniform a senior member of John Lewis must set an example to help customers but decided not to. My frustration is because, I was the only customer and there more staff but none interested to help, I could overhere all of them gossiping about Friday night and they will be finishing soon but unfortunately none interested to help!

Senior person/manager reading this might show to them, but they all will be pleased as the culture is with all of them not just one.... But who is the looser ....your guess is...

My experience of service with John Lewis was absolutely terrible. I could not encourage any potential customers strongly enough to not shop with them. It is a shame I cannot give a rating of zero, as I don't believe they deserve even one.

To put things into context, I have been a John Lewis customer all my life, my family has been a John Lewis customer for as long as I remember. I am aware that you pay more to shop at John Lewis and have accepted this. But with this added expense comes an added expectation of service.

Having recently moved to a new home we decided to order our white goods through John Lewis, as we were swayed by their promise of "7 day delivery". Unfortunately, they were unable to deliver within the 7 days of order, but I accepted delivery and installation on the 8th day.

On the day of delivery, either my partner or I arranged to be in during the entire delivery slot of 2-9pm. It wasn't until 6.30pm that I received a phone call to say that the goods would not be delivered, as a result of a lorry break down which had occurred in the morning. At no point during the 4.5 hours I had been present at home did I receive a call to say that there was a possibility it might not be delivered due to the break down, which I am sure the delivery team would have known.

Following 2 further telephone conversations, I was offered a new delivery date of 9 days later!! It seems too much to ask to be made a priority on the following day when your service is not provided.

Eventually, I spoke to a manager who grasped that I was offering to take delivery of the items without installation in order to receive the goods and a delivery slot was booked in for the following day after a further conversation with another member of staff. I was told on more than one occasion that delivery would be no later than 1pm - which was crucial due to a meeting at 1.15pm.

Imagine my incredulity and dissatisfaction when the delivery arrived the following day at 1.10pm and the delivery was complete at 1.20pm making me late for my meeting.

I made a complaint about the service I received, and 7 days later I received a refund for the installation I ordered but never received. However, it transpires that due to nobody raising it as an issue within JL I would not have received a refund if I hadn't complained.

A day later I have received a phone call with an offer of £50 compensation as a "gesture of good will".

I find it interesting that John Lewis values me as a customer to the value of £50. Despite a catalogue of errors and constant ineptitude which led to me having to be at home during an entire working day, being late for a meeting, John Lewis not delivering the service I originally ordered, not offering a refund for the service I had ordered and generally being reactive and not proactive about solving the problems, they value my loss and future custom at £50.

Safe to say, I will not be shopping at John Lewis in the future. I cannot believe that this is the same company I used to know and was brought up to know by my gran (who bought everything from this store). If anyone has any ideas of where else we can place our wedding list then please...

Awful, Terrible, Worst reboot of Groundhog day - an endless cycle of disconnected, apathetic 'Customer Unservice' who do not understand UK Consumer Rights Laws

Also posted to Trustpilot where Emaan from JL posted a reply that is factually INCORRECT! There has not been any resolution - I quote my last email "Rejection of Current Stance and Offer: I must immediately and unequivocally reject your assertion that you are "unable to process a claim under the Consumer Rights Act 2015." I also wrote here that AMEX are issuing to John Lewis a Section 75, further evidence of incompetence. Update: John Lewis customer service has stated that they are "unable to process a claim under the Consumer Act 2015". This statement is legally incorrect. A retailer cannot choose to process or not an Act of Parliament that defines my statutory rights as a consumer and John Lewis legal obligations as a retailer. John Lewis has refused to provide required contact details of John Lewis HQ and Legal Department. I have asked three times in writing and it was ignored. John Lewis refused to escalate (my belief is that there is no process to do so). John Lewis have now simply stopped replying to my emails despite me stating that they had 14 days before I would take the complaint to the Consumer Ombudsman and Small Claims Court. So, I will now report John Lewis to the Consumer Ombudsman AND actually decided to take this to AMEX who will serve John Lewis a Section 75 on my behalf and we will now take this to the courts. My advice to anyone that has made a purchase with John Lewis via a credit card to raise a Section 75 directly with the card provider and save yourself a lot of hassle, poor service and worry. Extremely Disappointing Service this will be the last time I shop with JL I am writing this review after my first (and will be, my only) incredibly frustrating experience with John Lewis Customer Services regarding a faulty television. I appreciate the communication and apology for the lack of a follow-up call, but the substance of the resolution is deeply troubling and leaves me feeling completely let down.

After reporting an issue with the very expensive television that I purchased five years and ten months ago for £1,499 in-store at John Lewis HIgh Wycombe, they have classified the screen's failure as 'accidental damage.'

This is utterly bewildering and frankly insulting. I have taken meticulous care of this TV, just as I did with my previous LG television, which lasted a remarkable 12 years —a testament to my responsible usage habits - before I sold it to replace it with this expensive one, which I had fully expected to last me many more years. The implication that the fault is due to some negligence on my part is entirely unacceptable.

The television clearly did not meet reasonable longevity expectations, yet John Lewis appears to no longer care about loyal customers who put their faith and hard-earned money into purchasing from them and hiding behind a wholly inadequate outsourced call centre to 'deal' (read 'not deal') with issues (they are worse than useless), to avoid honouring their...