written by cain9le on 12/09/2014
Ordered bed from John Lewis and paid additional charge to have bed assembled. Bed came with parts missing - bed left partially assembled resulting in sleeping on the floor. Told not to worry parts would be ordered and office would contact me. After waiting a while realised that no one was going to contact me. Emailed John Lewis and advised someone would contact me - waited, no one did. Did however get the standard feedback questionnaire so completed this ticking the box that asked if you would like someone to contact you if you were not satisfied - waited no-one contacted me. Emailed again asking for contact details of complaints department - emailed them and was then told nothing had been done with the original complaint or my earlier emails so had to start from scratch. Parts were ordered told they were in stock and would arrive in a couple of days but they could not give me a date to fit them until the parts had arrived as this was not their policy. After three weeks of sleeping on the floor and still no end date in sight. Asked if there was someone senior in department told there was but he was there to help staff and not speak to customers. Asked about compensation for time lost and making emails and telephone calls, told not their policy to compensate for time lost may only give a 'gesture of good will' although still not sure what that will be!! All the way through it has felt as if staff really do not care or understand how to support customers when things have gone wrong. Also feels that the staff do not have the training, knowledge or support to get things sorted, even if they wanted to. A small problem at the beginning of missing parts has grown into a catalogue of errors with the overall picture and my customer experience being one that feels like they could not care less - I can say that the John Lewis reputation of giving good customer service is a total MYTH.