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★★★☆☆

“They don't seem to care about customers any more”

Written on: 19/01/2013 by JT365 (2 reviews written)

I have been a loyal customer of John Lewis for many years and, until recently, have always found their customer service to be excellent. If things ever went wrong they went out of their way to put them right promptly and couteously, making sure I was left satisfied. Not so with a dishwasher I bought from them recently. I ordered from JL because I thought I could rely on them for a complete service - delivery, installation, and dispoal of the old machine. When the new dishwasher arrived the deliverymen said they couldn't install it because it has an anti-flood valve on the water feed hose. The valce was too large to go through the aperture in the floor unit and it meant the pipework would have to be reworked to accommodate it. There was no mention of this valve when I ordered the machine. In response to my calls and emails they first "explained" that the dishwasher couldn't be installed because there wasn't a power point within a metre. There is. When they got that it was because of the anti-flood valve they said they would refund the installation charge. As if refunding a charge for a service they hadn't provided was a big deal. They said there was nothing further they could or would do and I would have to find a contractor myself to instal it. In fairness to them they did refund the difference between the price I paid them for the machine and the lower price offered by another supplier, but this was only after I had emailed them three times saying I was out of pocket.
I get the feeling there may have been a change of policy at JL. Their attitude seems very different to what it once was. Perhaps their senior management doesn't realise that a reputation that has taken many years to build can be destroyed rather more quickly.