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★☆☆☆☆

“Terrible Delivery & Customer Service”

written by MillenHouse on 10/05/2017

I have always loved John Lewis. It used to be my first choice for big purchases, where quality, reliability and customer service were so important. However, my view has now completely changed. I ordered an expensive fridge online very recently. On the named delivery day I got a text with a morning delivery slot, but the fridge didn't arrive. Over the next 24 hours, I phoned John Lewis 3 times. Twice they promised they would phone me back, but they never did. Each time I was kept on hold for ages, was dealt with by disinterested and unapologetic staff, and each time I was told a completely different story about what had happened to the fridge. In the final phone call, the day after the failed delivery, I was told they could reschedule the delivery for one week later and no sooner!!! I cancelled the order, and ordered a fridge from AO, which arrived the following morning with no problems at all. I received a refund a few days later, then a week after the initial John Lewis delivery slot, the John Lewis fridge turned up on my doorstep!!! The courier had no idea that the order had been cancelled. John Lewis have lost control of their courier service and have lost control of their customer service, which is a huge come down for them. Very sadly, I won't be using them again.

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