John Lewis Direct, online store > Reviews (23)

Absolutely abysmal service on home delivery from John Lewis. I am staggered at this, having provided an amount of consultancy to this company on the small matter of customer service, no less. Of course previously I've dealt with seniors within the company. I agree with all the customers who are left fuming at their experiences.

Like many others I booked a named day delivery and paid for the privilege. named day came, and only part of the order arrived. These were accessories for an iPod. Only problem was, the iPod - the most important item in the order - never arrived. This is like booking a Christmas lunch and finding everything on the plate, except a big hole where the turkey should be.

John Lewis CS callcentre (who let's face it, have absolutely no interest in resolving complaints - and it shows) said that iPods are always despatched separately because they cannot trust these to their regular courier! Great recommendation then for their preferred standard courier, and great non-service to the customer who has paid for ...what exactly?

I said that the confirmatory email received from JL the day I placed my order, indicated that all items including iPod would indeed arrive on the named day. There was no attempt at an explanation aside from to say that they have nothing to do with whoever sends out the emails.

I said, in that case, who sends out these emails and who is responsible? CS muppets could not tell me. So I asked; who can I complain to? Again, no interest in telling me. In general this department gives out a very good image of utter cluelessness and a couldn't care less stance towards the customer.

Called John Lewis again a day later. Was told that my item was due for delivery on Tuesday. I explained that I was due overseas on Tuesday! But I said, as this item was important to me and I had no way of returning the other items if I was going away, I would continue with the order as long as they guaranteed me it would arrive on tuesday, no more messing and no more uncertainty.

They guaranteed me - her name was Mhairi - that it would arrive Tuesday with no doubt.

So, here am I on Tuesday. 7pm!! No iPod again. Waited all day, As a consultant to this retailer I am perhaps even more fuming than the rest of you would be, because I hear what the Board says about its wonderful service.

Well, this is abysmal and unforgiveable.

I recommend nobody to use this store's online facility.