This has to be the worst experience I’ve had for a while. I preordered a new 42 LG tv from John lewis a month ago. This was to be delivered to my grandmas as she wanted to get a new tv. The preorder was fine but all the service after was shocking. DO NOT ORDER FROM THEM! After a month of waiting I got the email from John Lewis to say “great news, your tv will be delivered this week”. But only a few days later a received another email to say “sorry, there has been a delay in your order. It may be with you in a week, but if you have not received it within 90 days we will refund your order”. This lead me to have a quick look elsewhere to see if I had a backup option. I found the tv on sale at richer sounds and for £100 less. So I contacted John Lewis help line explained the situation and that they could fit it in the next few days. To my surprise I was informed that I should get the tv in the next week but that installation would have to be ordered separate and could be a few weeks later as I didn’t add it at point of order. I explained that it was not an option on a preorder and it had stated “someone would contact me nearer the time to arrange delivery”. The advisor said the best way to sort it out would be to cancel my order and reorder the whole lot again, and that would mean they could price match richer sounds and arrange installation at the same time as delivery. At this point I asked the question “but if I cancel it and reorder will it still get delivered in a week or, will I loose my place in the order?” I was told “no you will still get I within a week”. So later that afternoon I went onto my account and cancelled my current order and went to reorder the tv. I was a little shocked to find, that John Lewis themselves were now selling the tv for £100 less on their website, which means their slogan of “never knowingly undersold was a lie” as they had never communicated this saving to me. But when I went to reorder the delivery went up to 5 weeks. So I phoned the customer service line again and explained the situation and previous conversation. All the advisor could say was sorry but that this is how the system works and I would now have to wait 5 weeks for my order. I asked to speak to the complaints team. I got a call from the complaints team a day later who listened to the whole scenario and then explained that due to “their systems there was nothing she could do “ . So I asked just to confirm, they were initially going to charge me a higher amount event though “they never knowingly undersell” she apologised and said this is a retail environment and that they were looking to remove that price promise soon. And then I repeated that I have now lost out on the order due to their own advice and that there was nothing they were going to do to try and help me? She confirmed that was the case and that she could only apologise and it was “how their systems worked”. I really don’t understand that when they sell similar products to a lot of people on the high street how they intend to keep customers if this is the way they treat them. I’m just glad it’s me that’s had to deal with this and not my grandma. On the plus side richer sounds have been very helpful from first enquiry to installation they could not have done more and for cheaper!
11 months ago
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John Lewis has a 2.7 average rating from 2,357 reviews

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