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- ingermorris's review
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| Quality of service | 4.9/10   |
|---|---|
| Layout of shop | 6.2/10 |
| Value for Money | 5.8/10 |
| Reviewer Rating | 5.3/10 |
| Overall Rating | 5.4/10 |
By ingermorris on 8th Apr 2007
| Goods purchased & cost | Mail Order Flowers |
|---|---|
| Quality of service | 0/10 |
| Layout of shop | 0/10 |
| Value for money | 0/10 |
| Overall value | 0/10 |
 ingermorris's recommendation | |
Absolutely none - I have grown up believing that John Lewis were second to none with service.
Absolutely mortified with the way I have been treated, and not being able to contact a managerial member of staff with my complaint.
On 19th March 2007 I ordered via internet flowers, chocolates and a card, to be delivered to an aunt in a nursing home for her 95th birthday on 27th March. I paid by credit card and received acknowledgment. I had no doubts that the gift had been delivered - after all this is John Lewis we are speaking about.
On 3rd April I just became suspicious and tracked my order without success, so I phoned the customer information department, as it was open until midnight, to be told that the order had never left the warehouse. I am mortified to think that I had paid for this, and if I had not enquired I would never have known that the order had not been sent. They must have some sort of system of signing off an order.
A couple of phone calls later, and I am even more upset and insulted. This aunt spent her 95th birthday in an isolated nursing home room (very basic), with no visitors and lonely, and I wanted her desperately to have this lovely bouquet in a vase with a box of chocolates. John Lewis had offered to send flowers after Easter - without the chocolates and without a card saying who they are from. This is utter nonsense. I have had to phone the nursing home and tell them to write out a note to attach to the flowers when (if) they arrive. I have been offered my money back (£42) and a derisory £15 on top. I did ask if the compensation could be in the form of a bunch of flowers sent to my 93 year old mother who is doubly mortified of her sister not receiving anything on her important birthday, to be told that they could only send them to the person who made the order, namely me. My 93 year old mother cannot order over the internet - they are mad! This is the biggest insult. I asked to speak to a more senior member of staff, and with this I was told I could not have the refund and would have to wait for a letter.
I am feeling rather negative and quite traumatised after this experience - especially from an old institution like John Lewis. It just goes to show that no-one cares about their customers. I shall certainly never order flowers from them again.
Important, please be aware that:
| Helpful | Unhelpful | Agree | Disagree |
|---|---|---|---|
| 1 | 0 | 0 | 0 |
Total Respect: +1
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