John Lewis & Partners — Attraction in Horsham

great staff approach in store but let down by everything else- we ordered and paid for a sofa on 16th october 2023 and were told they would be in touch to let us know delivery date - next thing we heard was email 21 november saying they would be in touch with update and delivery date within 14 days, 14 days later the same standard email came through , we then rang the store but ringing the store we place the order at , our call is automatically routed to an offshore call center , initially the handler couldn't find the order as having been paid for and after 25 minute call said it would be delivered before christmas and we would be contacted within 4 days , again no contact so we went on john lewis web site and tried to access order information by entering the customer requirement number from the order receipt and our post code and the system said couldn't find our order - not reassuring having paid 2 months ago. We emailed customer services to ask what was happening and quoted the customer number and the reply received by email said they couldn't find our order and asked for copy of receipt which we sent and asked us to contact us today by telephone. Having got to 1600 with no response we rang the store number again and again were routed to an offshore centre where a very pleasant lady searched for our order and said she has found it and we should have delivery on or after 12th january next year - we asked why not before christmas as needed and offered and she told us we would be contacted before 2000 today to update. Currently VERY unimpressed with John Lewis service and communications and hoping someone from John Lewis will sort this quickly and explain what has gone wrong.Beginning to think we are going to have to go back to the store and complain face to face in order to get any positive help,

update, email received before the 2000 deadline which said they were looking into it and would be in contact within upto 72 hours - nothing heard from John Lewis within that timeline they set so we are...

We purchased a divan bed and the sales person at the Horsham Store was lovely and very helpful. The reason for giving the order when we did was that delivery was promised for the following Monday and that was important as decorators were due the following four days and would be working in the bedroom the bed was intended for and the hall and staircase leading to it. The delivery was due to be between 16.49 to 18.49 and that was confirmed by text on the Sunday. It never arrived. Phones calls to the shop were not answered. On the Tuesday morning we were driving to the Horsham store when we received a phone call from a person at John Lewis with such a strong Scottish accent we found it very hard to understand and moreover the tone of the person gave the impression she couldn’t care less about the inconvenience we were being caused. She said an internal delivery had not taken place and was the reason for the failure to deliver. She promised a delivery for today the Friday of the same week. It arrived but by then the hall and staircase all had wet paint. The possibility of this had been explained when the revised delivery date was agreed but that had not been passed to the delivery men who were Martin and Ricky. Despite the condition of the place these two delivered the divan and mattress with extreme care but under great difficulty and deserve credit for making the best of the situation. The administration behind the shop lets it down and communications when there are problems are not good. The staff we have met are all helpful and pleasant the clearly want to do the best for the customers but are let down by the people behind the scene. I understand the call center dealing with delivery queries is in Scotland but even so it should be manned by those who can be readily. Understood and to show some interest in the customer would be nice. The delivery folk gave us the number 45204607 in case that is relevant for the shop’s...

Did someone say John Lewis had lost their way? Sadly, it’s absolutely true. Customer service was notable by its absence during our recent visit to Horsham.. Although we visit the store on a fairly regular basis, this was our first visit to the cafe. There was no ‘hello, what would you like?’, we were greeted by ‘if you want coffee you’re at the wrong till’! We did want coffee, and we also wanted a pastry, so after ordering our coffee we were unceremoniously and rather abruptly redirected to the first till. The partner’s raised eyebrows just helped reinforce how stupid we were for not ordering our pastry first. We were actually on a mission to purchase picture frames and were cheerfully directed (by a ‘partner’) to a location within the store where we would find them. After a period of confusion, a second ‘partner’ kindly informed us that John Lewis doesn’t sell them! Now, back to the cafe: Assuming that one might expect the average partner to adhere to some basic standards, as a matter of pride in their work if nothing else, I was left wondering what motivated staff to take the time and trouble to place adhesive notices in the cafe so awkwardly and wonkily, when with a modicom of care they could have been applied straight, and, for that matter why the manner of their application was deemed acceptable by the management. I agree this isn’t a hanging offence, but if such a casual and lazy approach manifests within John Lewis as a whole (and I rather suspect it’s looking that way) John Lewis will continue to lose its...