Shambolic customer services

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John Lewis
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TabathaBarron's review of John Lewis

“Shambolic customer services”

★☆☆☆☆

written by TabathaBarron on 13/09/2015

My all-time favourite ad is the John Lewis snowman who journeys through a blizzard to get a gift for his other half from a distant John Lewis store. It kills me. But now I know it wasn't the power of love that motivated him. He clearly knew that if he ordered online he couldn't rely on the scarf and gloves being delivered or on customer services to help when something went wrong!

I ordered wallpaper which didn't arrive. I wasn't too worried - these things happen and I was sure it would be sorted quickly. I emailed customer services twice and got no reply. A third email got an automated response saying they would respond within 48 hours. They didn't. I called and was told they'd look into it and I should call back. They couldn't call me because they were busy and policy was not to make outgoing calls to customers. I insisted and was promised a callback. Guess what - no call. Over two weeks and several emails and calls later, I just kept being told that the relevant department would get back to me within 48 hours. They didn't - and I was at the stage where I didn't actually expect them to. I asked to cancel the order and have a refund. No response - of course. After another fruitless phone call ('we'll get back to you in 48 hours'), I asked how to make a formal complaint. The agent didn't know and referred me to the website. I found an email address for the Head of Customer Service for problems that needed to be escalated. I've sent two emails and - what a shock - no reply. How can they get away with treating customers with such obvious contempt?

What a shambolic way to run a customer services operation. I think it's the worst I've ever come across. I never expected to have trouble with John Lewis. Needless to say, I won't be ordering anything else from them in future.

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