John Lewis complaint: Contact desert

on 23 November 2022 about John Lewis in category Retail Company

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My complaint:

My complaint centres around the experience we have had ordering Curtain interlining. We ordered the first batch on -line as the site described there being plenty stock. Received a call from a centre advising that they could not fulfil our order but would attempt to resole and come back with options. No call was forthcoming and then the order was duly delivered albeit in 3 rolls when only 1 was ordered.
Unable to speak to anyone in John Lewis to discuss-however we decided to try to make the fabric work in the location. Later decided to order again this time for 14 meters. Again a call from a centre saying they could not fulfil the order. Next received a telephone call from a Branch telling us they had stock but we would have to order through their call centre. Stupidly we did contact the call centre on 0131 556 9121. Put through to a call centre in Philippines-what followed was dreadful and took 45 minutes of our time trying to have our delivered to home address. We were told that was impossible after we had paid. Eventually we managed to contact the Branch by e-mail and the staff there solved the issue. My complaint is that the people in thePhilipines simply are unable to do the job. John Lewis are quire prepared to waste my time-take my money and leave the problem with me. Wholly unacceptable

Suggested solution:

Look for a senior manager to speak to me to go over the debacle. This would enable me to register that I am not prepared to shop in John Lewis and particularly on-leine. If things go awry the customer is being left unable to contact anybody who has the capacity to understand the issue (understand my British accent) and thereafter resolve the matter.

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