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“Very disappointed.”

written by AthenaKearney423 on 05/05/2014

We spent £1,000's with John Lewis in the 1990's when we were setting up out house, but in the last 10 years have shopped there very little, as we felt that their prices and convenience were being overtaken by the availability of internet outlets.
We recently needed a new washer urgently, and decided to give them a try. Knowing exactly what model we wanted, the transaction in the shop (for nearly £1,000) took less than 10 minutes. The delivery was six days, with a 7 hour(!) window, which required a day away from my business.
The delivery arrived at 5.p.m., but, while removing the transit bars, the driver broke the special metal tool. The bars are not bolted, just needing the tool as a key to turn and release them....he must have been a man of great strength, or more likely doing it incorrectly to break something which resembles a forged metal spanner!
So back went the machine, no indication of when a replacement could be provided, just a promise of a call from Customer Service "first thing in the morning". No call by lunchtime ! When I eventually phoned later and cancelled the transaction, the assistant seemed totally indifferent, although there was a subsequent call from a (more senior?) lady who asked what they could do to retain the business. Maybe a bit more interest in customer service when things go wrong, as they can do at times?
A phone call to another supplier offered free delivery at an arranged 2-hour time slot in 2 days time (would have been next day without rhe Bank Hol.).
More disappointed than angry, but we won't be setting foot in JL again if they're not interested in customer service, even when someone is spending £1,000 with them.