Anonymous
Have shopped with John Lewis for years and had always found them amazing and extremely reliable when it came to product quality and customer service. If there was ever an issue they would go above and beyond to resolve and make sure that I (as the customer) was happy with the resolution and not inconvenienced. This was what kept me coming back to them. That was until I purchased four of their Anyday suitcases cases and they all broke on first use. The fact they broke was bad enough (especially as had a child in ICU and needed luggage to stay with him - which John Lewis knew!). However, whilst they come with a 10-year guarantee this meant nothing. After weeks of trying to seek resolution for the broken cases, including writing directly to their Chief Exec, I ended up having to raise a claim via the Courts as I did not accept their refusal to provide a refund and the only remedy they offered was to exchange for more expensive suitcases at MY cost. Now being harassed by their legal team for having the audacity to escalate this via the Courts despite trying to seek resolution with John Lewis for weeks. Unfortunately their legal team do not seem to have been briefed on all aspects of the history of this case. I purchased from John Lewis as I thought they sold quality products and if something went wrong (which we all know it can), they prided themselves on Customer Services and would resolve....how mistaken I was. Seems this is the John Lewis of old...and whilst they paint a caring portrayal in their Xmas ad, don't be fooled! Despite knowing I had a sick child, all I got (and am still getting) from them was harassment and grief for trying to get resolution for issues that could easily have been resolved with some basic customer service skills. I guess their £99m loss reported for the first half of this year could be a driving factor for why they are trying to change their ways. However if that is by offering inferior goods and service I am concerned how this will impact customer retention as they are loosing what used to be their USP - quality goods and high levels of customer service. I for one had been a long time customer of the John Lewis partnership - most homes have been filled with furniture and purchases from there, weekly Waitrose shops and I even had a John Lewis gift list for my Wedding. However, I will never purchase from John Lewis or Waitrose ever again based on this experience!
2 months ago
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John Lewis has a 2.7 average rating from 2,350 reviews

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