Kevin J.

I feel somewhat compelled to write this review in spite of the fact I used to work for John Lewis over 23 years ago when Customer Service mattered.

I placed an order for a Sony 48 inch OLED TV on Wednesday 6th December and promptly selected Monday 11th December for delivery.

On Thursday I received a call saying John Lewis could not deliver my TV due because the postcode was new due to my home being on a recently built estate.
I was informed I would receive a call in 24-48 hours. No call was received.

On Saturday when I came to track the order, bearing in mind my new postcode was officially registered with the Post Office a few weeks ago, and although John Lewis were aware, their was no scheduled delivery booked to my dismay.

I rang the customer service department who were also clueless as to what had happened. I explained the details and the agent told me he would look into it straight away and come back to me within the hour.
Unfortunately once again I received no callback and was just effectively left in the dark.

I would like to point out quite apart from the appalling customer service, customers have a wide choice of retail companies who will be only too pleased to take an order, particularly one of this cost.

It's such a shame that John Lewis have descended down a spiral of poor customer service, poor communication and in desperation I placed my order with Amazon requesting a refund from John Lewis.
I'm very disappointed with the quality of customer service as back in my day this would never have happened and all the stops would have been pulled out to ensure the customer was happy.

If John Lewis continue to operate a business model like this for their online sales, and treat their customers in the same way as in my example, I very much feel we will be saying goodbye to yet another retail giant which was once held in such high regard.
Kind regards,
Kevin