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★★☆☆☆

“My family has loved JL for over 50 years - no more!”

written by JAdams02 on 07/10/2013

My family were great fans of JL - until this week. Something has gone very wrong with the company. Not the dept store assistants but their delivery. My 84 year old mother (who lives alone) waited in all day last Friday for the delivery of a new washing machine. Note: hers has broken down. She was told/promised that the delivery driver would ring her 1/2 hour before delivery. Delivery time = between 8am and 6pm so she waited in all day...by 6pm no call. She phoned JL at exactly 6.06 pm. Whilst on the phone (4 mins) the delivery man came (he had definately not called as promised - she has an 'interrupter' on her phone). The deliveryman rang the door bell only once, pushed a 'you're not in' card through the door and left. She heard the bell whilst on the phone to JL, went to the door and saw him drive down the road. The call centre would not make contact to get the delivery to return. They will not deliver again until next Monday - cant give a time so she will have to wait in yet again all day.
When she rang a 2nd time to complain after finding the delivery card she was told that the deliveryman was allowed only 4 mins - this could not be correct for this delivery as she had paid an extra £25 for the machine to be connected.
John Lewis....what is happening to a much love store!!

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