2 issues, one month!
Usually, John Lewis is my go to place for ordering stuff but my recent experience has been abysmal.
Two separate issues - firstly, I'm on my 3rd washing machine in a month. We ordered a Beko, which arrived and had a faulty timer display. John Lewis then agreed to deliver another (about a week and a half later) but as a goodwill gesture they didn't ask me to pay the difference between the models/price. Great. The second one arrived, also a Beko and also had a faulty timer. I have a newborn baby and cannot afford to be phoning, returning and waiting for deliveries. I was meant to be trying some reusable nappies, but thank god I didn't! They agreed to deliver another one, this time a lot quicker but there was a price difference - I was happy to pay given that Beko seems to have recurring issues for us. But not great, 3 machines in a month, I'll see how this one goes.
Secondly, I ordered a phone as it said delivery to my collection point would be by 2pm the next day. I could've bought the item in a store in town but chose to order through John Lewis instead given the guarantee that it would be there.
I phoned the next day to double check this as the delivery information said it was now going to be there on Friday and not Wednesday and was advised that the order hadn't even been processed - I was unable to cancel the order and purchase in store as it was in a state that couldn't be altered but I could return it as soon as I'd collected it - I opted to stick with it but only because I'd be two fees out of pocket and a return to deal with - which is pretty stressful without a baby, let alone with one.
I've been offered a £12.50 gift card... I feel slightly insulted given how much I've been messed around.
**Update - The reason I couldn't collect the phone (after the time they said it would arrive) is because the place closed 20 minutes after I received the message to say it was ready for collection, there's no way I would've made it over there in that time. I would've collected the item earlier the next day, but I was awaiting the 3rd washing machine delivery...!
I have asked that the offering of a £12.50 gift card is instead donated to a charity.
Happy shopping!
Reply from John Lewis
Thank you for your review, Julia. I am sorry to hear about the issues you experienced with your new washing machine, however, I am pleased replacements were arranged for you, especially as you have a new baby a washing machine is a very important appliance. I understand it will have been disappointing when your new phone wasn't available for collection when you expected. I can see EVRi updated the tracking on 21 August at 16:41, that they had delivered to your chosen collection point & that it was ready for collection, however, I understand it was collected on 22 August at 12:04. The e-gift card is a small gesture as a token of apology for the slight delay with the order arriving this time. ^Karen