John Lewis & Partners

Went into John Lewis in Norwich today specially to exchange our faulty Smeg kettle. None in stock and none available to order online but one on display.



That’s lucky thinks I......but no, apparently not.



We can’t sell you the one on display I am afraid.



Why ever not I enquire. Not an unreasonable question I thought.



Well, we would then have to discount two kettles that have been on display.



Ah, I see your problem but don’t worry, we are happy to pay the ticket price (a tenner on top of exchanging the duff kettle). We just want a replacement for the faulty kettle you sold us and want the same one so all good?



Well, no, we can’t sell display items. No idea when stock coming in but we can give a refund.



Thanks, but we want/need a kettle and you have just the one. Perfect?



Err, no, we can’t sell it.



Okay, so you want to keep something on display that you can’t sell and you have no stock so anyone asking to buy one is going to be disappointed?



Well, yes.



And we are an existing customer who have a defective item and we are here and you could solve our problem. Don’t you think it is a bit odd that you won’t sell it to us?



Well, yes. I will go and get someone more senior.



Great thinks I, a reputable outfit such as John Lewis will obviously have mangers with the ability to use discretion and keep long standing customers happy.



No, it would seem not.



Said ‘more senior person’ was simply having none if it.



End result? Refund for the duff kettle, new kettle purchased from a competitor and two people very disgruntled with John Lewis. Not what I would call good customer service.

Sadly the Norwich store had only 3 items I could find on the whole clothing floor at size 16 in a top. Nothing bigger. So when has it been good customer service to shame your shoppers in to feeling too fat to shop in store?

£1.95 for a can of drink! 😳 #ripoff

tried to buy a new fridge freezer was not allowed to speak to store tried 3 times just cannot understand why you are treated in this way , always buy from John Lewis but re thinking so dissapointed

Yet again John Lewis show their true colours. I know they've had a poor year but took back a dress, which was a present for my Daughter, because it didn't fit. Wanted a bigger size but hadn't one. So asked to put £45 on a store card. They said the dress was now selling for £13, almost 75% cheaper and would only give me that in exchange. Happened before but thought it a one off. I bet you could go through the whole store and not find anything with that discount for sale. Bit like their up to 50% off sale, try and find 50%off anything. Sad really that they choose to claw back profits in this way. After years of shopping there I'm afraid they've seen the last of me and my family.

Paid for 3 items in one transaction. Paid additional for a 2 hour delivery slot. Waited in to have two items delivered. Third item had been noted as collect from Store?! So now I have to complete a 40mile round trip into Norwich 2 days before Christmas. Merry Christmas to you as well John Lewis.

Ordered 2 items on-line, arranged delivery for tomorrow. John Lewis telephoned to ask some additional security questions, which I thought was commendable, informed that delivery would now be authorised. Today e-mailed me to say cancelled part of my order as additional security questions not answered in time for delivery!!!!

How can they justify dispatching half an order, if they had any doubts - what level of security does that suggest? Why say authorising if not? Sounds like a poor excuse, or poor practice to me!!!!

Order 4 vertical blinds made to measure, paid £600 and they got the size wrong! They promised to be made in 7 days, it took 10 days to be done and we still waiting for one to be re-made! Went to check for an update during the weekend and the lady who sold them to us, just say sorry! She couldn't do much as the other department was closed on Saturday. A month since we have paid for it! The lady in the shop promise to pass our comments and somebody will call us but still waiting! Don't buy there!

Had two full days of trying to pay for a television, been cut off three times by phone over a hour and a half on hold in three phone calls, they said they would ring me back and never bothered and that was yesterday. Today this morning 20 minutes on hold had to hang up, phone this afternoon and awaiting return call to pay, machine broken unable to take payment will get payment department to phone no return call. Phoned again at 17:30 and at 1810 finally paid is this good customer service .

Don't be fooled by the name...... shocking after service

Click and collect fail."sent to wrong store" excuse but no one knows which store strangely.Suspect item was missing anyway but showing on stock.