John Lewis & Partners — Attraction in Stockport

Google limit so this reduced version of complaint to JL which it failed to reply too All the following sent to JL on many occasions. I cannot express the stresses and its impact over the 9 Months. There was 10 failed attempts to repair my HP laptop, disingenuous promises and delays, cover ups and unbelievable disingenuous statements delaying refund by 5 days. List below shows the extreme lengths JL will go to avoid its obligations.

There are so many disingenuous statements , obfuscation, refusal to answer my complaints and obstacle put in my way. I feel planned to make me give up my complaint One of Mr S. rare replies to my points was to answer each paragraph irrespective of whether it was a question. I found this insulting and indifferent to my complaint Laptop repaired so many times that wonder if can ever be repaired. Over 7 months sent many letters to Pippa Wicks (chief executive) but no improvement in service. 2 special complaint managers on her behalf. a. refuse to confirm what JL would specifically repair despite 4 email request over 1 month b. went to extreme lengths to collect my laptop before he would state what he would repair. repair to hardware came back with- fault I feel deliberately covered up, data corrupted failed to reformat disc as agreed. S. refused to take my complaint up with repairer that not fit for purpose claiming disingenuously that JL not responsible for work of manufacture. This despite being informed by WHICH the consumer champion (Samsung washing machine) that JL responsible and not manufacturer Laptop returned after JL Cheadle royal software repair 12 December. Total whitewash and cover up as a. all faults still there, b. refused to look at evidence that all faults still there as claimed “repaired it” d. the IT expert technician who did this whitewash was the same person who told me 3 months earlier that all the faults would warrant a new computer if in warranty (it was when first reported). Cheadle Royal technical manager refused to answer my question 4 times (on who authorised switch from checking hardware to software) and refused to attend 12 December meeting Jl online technical person at the start failed to give the correct advice and fob off answer to get rid of me. JL’s unacceptable actions of 10 unnecessary visits to shop and letters made me incur cost of £83.00 S and F aware of JL legal obligation which it failed to meet. I had reach the point where based on legal advise was prepared to go to court if no satisfactory reply . Mr S. refused to acknowledge/ arrange for my legitimate Freedom of Information request .. I feel following just unbelievable a. On 29 July after receipt of my laptop F. told me give full refund . b. F’s colleague on 1 august told me that she queried with F the refund by vouchers instead of full refund to my credit card. She never credited the £135.95. I discovered after returned from holiday she credited the full amount presumably she felt the correct thing. c. F eventually agreed 5 August to refund full amount to my credit card having tried to force me to take vouchers since 29 July. d. I feel F. reply to my querying her actions just more disingenuous and fob off statements. No apology for her unnecessary actions which I feel are vindictive and unnecessary stress.

If you buy a new computer and find software fault it is not covered by your warranty. It is covered by sale of goods act so do not be fob off as the above shows.

I buy from Argos or Richer Sounds as found its warranty and service excellent. I have cancelled our John Lewis credit card which we have held for longer than I can remember and ignored its requests to apply again.

See separate complaint about John Lewis...

Having shopped at John Lewis Cheadle for over 15 years, I feel the customer service in this store has declined. A large percentage of concession staff members seem to forget they have been hired as representatives of leading names whilst also representing JLP and should possibly be given a refresher course on what that job description entails. JL proclaims they have world renowned customer service assistants who are there to provide an excellent service. This store is not a reflection of that. My two most recent encounters at the hourglass concession alone have been disgusting. After purchasing an out of stock product, I was told I would receive a courtesy call when back in stock. Two months later I had still not received this call and went into the store to remind the sales assistant. I didn’t need to remind her much as straight away she registered that I had purchased the product and she had forgotten to contact me. I find her deminer undermining and she has corrected pronunciation of products which I have pronounced correctly on numerous occasions. Today I enquired about about promotional eyeshadows which were out of stock, as well as some pan eyeshadows which were available. There was no interest in serving me or seeing what alternative products I may have been interested in. I asked if she could test an alternative eyeshadow on me, again she had no interest in assisting which given that it was quiet surprised me. I felt an unvalued customer, considering I make regular and numerous purchases at this stand. Following this I went to the MAC counter which is quiet most times I have come into the store. Again, there was a lack of interest and I was offered a cotton swab to trial the product myself whilst the assistant stood over me watching me apply the product. I find this unusual because other MAC concessions tend to use a situation like this to promote the full range of products available. I could understand permitting me to apply the product myself should it be busy or if she was preoccupied with other activities, however it was evident this wasn’t the case as she stood over me and I assume thought she was completing her customer service role by standing and providing a verbal opinion. I did begrudgingly purchase the product I tried on at MAC, this was out of convenience to myself more than anything. At the ground floor the experience wasn’t any more pleasant. In searching for an ironing board cover, I was advised I wouldn’t be able to return the product regardless of whether it was opened or unopened should the product be an incorrect fit. Overall I felt that I was being an inconvenience to the staff...

Yesterday at Cheadle, we were told that it wasn't the job and responsibility of a sales advisor to either advise or recommend!

We were told that the pan specialist was in the store on Wednesdays and Fridays. We went in on a Monday.

We purchased three Le Creuset frying pans June 11th 2018.

At the time we received no proper advice or help because there was nobody available who knew about pans on a Monday.

We had a complaint regarding the pans and as they have a 10 year guarantee we felt we should take the pans back to John Lewis and discuss our concerns.

After a short wait we spoke to a sales advisor who listened to our questions and complaint.

It was at this point in the conversation I was told that it wasn't the job of a sales assistant in John Lewis to either advise or recommend.

Two of the pans had little chips around the top edge and the largest had been burnt and buckled.

I asked the sales advisor, why has this happened?

He told us, you shouldn't stack them on top of each other! You shouldn't have the heat more than 240 degrees! You should use pan guards! You've mistreated these pans and you can't exchange or have your money back!

I said " we have learnt something today so why couldn't you tell us that when we purchased these pans last June?"

"It is not our responsibility to advise or recommend, Sir!"

I have been in Retail for over 50 years, my Father before me and we have always taken pride in advising and recommending. Probably that's why we have been in business since 1877 in Blackpool.

Sadly we buy on line but fortunately there are many clients who still shop in store as they will always need advice and guidance.

We visit the shops because we look for interaction with advisors but we won't be shopping at John Lewis anymore.

PS. We went to central Manchester after our trip and parked in the House of Fraser "Kendals" carpark. We arrived in store at the 4th floor where to our surprise was the Le Creuset pan section. I struck up a conversation with two very informed sales advisors who were most helpful and gave us a much more balanced view on how to store, cook and look after our Le Creuset pans. They even had and instruction booklet on how to care for your pans.

Thank you House of Fraser, bye...