John Lewis & Partners at Home — Attraction in Ipswich

Great when they take your money in the shops and on-line, but the moment you have a problem, they simply don’t care.

Bought a brand new Miele Fridge Freezer for £770.00, paid extra for next day delivery, took a half day’s unpaid leave to wait for the delivery, the unit arrived, was told not to switch it on for 6 hours so was not able to check the unit was OK before the delivery driver left. The unit simply did not work from day one, the digital just went blank and it never cooled either the fridge or freezer. Reported the fault the next morning and was told by their technical services department that they would not be able to help until I gave them the serial number.

Explained I was at work and they said without that they could do nothing to help, asked to speak to the manager and it was the same story.

I left work finally found the serial number (not on the door, or on the back wall of the freezer section but on the wall of the fridge underneath the cold draw)- how would they have expected an elderly person to jump through all these hoops I don’t know!

They told me that I would have to wait another 6 days before they could deliver a replacement and pick up the faulty unit - I explained that to expect me to wait another 6 days for an essential item such as a Fridge Freezer was unacceptable and they basically said tough thats all they could do or I could cancel the order.

I cancelled the order, was told I would have to wait 5 to 7 days after they had collected the faulty unit to get my money back - strange as they took it out within hours of me buying the fridge freezer! This means I would have to wait nearly 2 weeks to get money back in my account, crazy!

Incidentally , I called John Lewis Ipswich and surprise surprise, if I bought a new one that could be done on next day delivery!

I subsequently bought a replacement from another high street retailer, not only were they cheaper but gave me a one hour delivery slot the night before and were able to deliver on within 3 days

Lesson learnt, John Lewis are inflexible when it comes to helping their customers and have a very poor attitude to helping customers after sales.

I would usually spend around £2500 each year with them, however going forwards I will never shop with them again or recommend them to anyone.

Customer service is all about going outside of normal terms of business to resolve problems, its what the retailer does when there is a problem that defines how...

DREADFUL CUSTOMER SERVICE - AVOID!!!. I placed an order for click and collect at the Ipswich store. Phone service was great and gave me a reference number. I drove for an hour to get to the store as the item I wanted was out of stock online. Whilst en route I got a courtesy call from the store confirming it was in stock. So far so good. My first visit to this store. It's in the same building as Waitrose so I asked the man looking after a queue outside - Steve? - to please point me in the direction of the correct queue. John Lewis queue is round the building. OK Walked round the building and could see a click and collect sign. Walked there to find locked doors. Not amused after our lengthy car trip. Walked back and asked a different associate for advice. Click and collect - go to the Waitrose customer service desk. Approached by an abrupt associate who took the order number. 'That doesn't exist' - really? She left us for 15 minutes whilst she went to check. Then directed us to the cash desk in John Lewis. We followed her instruction and were shouted at by Steve who directed us outside to wait - what?? This from the man who gave us wrong information already. We tried to explain that we had been directed there by a Waitrose associate but were interrupted by another associate - a department manager of electrical - who told us to calm down. We advised we would calm down after we were listened to. So we joined the cash desk queue. Got to the front to pay - number doesn't exist. Electrical manager went to look and again we waited. He returned a lengthy time later without the item and said - paid yet? We're not going to pay for an item that is not in stock and, wasn't it put aside when we ordered by phone? Paid. Received item then electrical manager said - any issues contact Dyson. Wait - we paid you surely our contract is with you? No - patronising comment from this staff member - what? NEVER AGAIN. You can only speak as you find. We found 5 associates today who gave incorrect information and one who was patronising. However, an additional two members treated us with kindness and respect. SHAME ON YOU John Lewis. Every customer should be treated with...

I dont often write reviews but I am hoping to highlight the failing of their sale system in order to get superior managers to act on stock level management. Upon making my purchase, the next day I received an email saying an expensive item wasn't in stock and that I was put on a waiting list. The next day another item arrived but was a completely different item. When i contacted customer service there was nothing they could do regarding being put on another wait list for the wrong item, which also was out of stock and hence deleted from the website altogether. This system therefore stops anyone back checking stock as the item was entirely deleted from all back and front end systems. When I asked to exchange both the out of stock items for another item, it wasn't possible to combine two exchanges into one new item, which seems countintuative as they therefore lost my money and I refunded them both. If I'd have known the items weren't actually in stock i A wouldnt have bought them obviously and B went to my local shop to check their own stock for the items, as most likely i could have picked them up there and not missed out.

As well as this, i can't bare to think of JLs carbon footprint as EACH item of my order has been sent individually. Not only is this a massive waste of travel packaging and paper, but also a massive inconvenience for myself. We would much rather WAIT and get all our items at once rather than not get them at all, get the wrong items and not be told about the likelihood of actually receiving what we paid for.

Not impressed for a company as large as this still stuck in early 2000s return processes. Because my items are out of stock, my order details wont load, so i have to talk to someone to make my returns, what...