DW

We bought a John Lewis branded washer dryer to replace a Samsung machine that packed up after only two years (also bought from John Lewis).

The John Lewis branded washer dryer flooded our utility room on Saturday 14th Nov. We contacted JL for help and directed to Electrolux office who were shut so rang them first thing Monday 16th Nov. Told couldn’t send an engineer until Wednesday 25th Nov with no guarantee it would be fixed that day. Explained we are family of 5 with a new born:brand new machine/no local laundrette/lock down re family help etc., to be told there is nothing they can do.

We then raised it as a complaint and told a manager would call us later that day but called us back later and told us there were not enough managers in to call us back, so would call tomorrow. Guess what... they never called.

Brand new washer dryer flooded the utility room on Saturday 14th Nov. Electrolux office shut so rang them first thing Monday 16th Nov. Told couldn’t send an engineer until Wednesday 25th Nov with no guarantee it would be fixed that day. Explained we are family of 5 with a new born, brand new machine, no local laundrette, lock down, etc. To be told there is nothing they can do.

We then raised it as a complaint and told a manager would call us later that day but called us back later and told us there were not enough managers in to call us back, so would call tomorrow. Guess what... they never called.

Sharon,

Synopsis of our situation...

Aug 2018 - Purchased Samsung washer dryer from JL for £949. Was very noisy (have to shout to one another if stood next to it) and called JL/Samsung. Samsung engineer declares it okay. Progressively gets noisier to a point it is not put on at night.

Sept 2020 - Samsung washer dryer finally packs up. Out of 2 year warranty so call local repair man. He declares the machine uneconomical to fix.

Call JL to see if prepared to offer a discount on a new machine given it was just two years since last purchase. Refused and suggested instead we submit a claim under CRA but cannot use report from our repairman as not VAT registered. Need report from VAT registered company.

Replacement washer/dryer needed urgently (family of five and a new born) so purchase a John Lewis branded machine.

New machine delivered but damaged so wait for replacement to be delivered.

Sept-Oct 2020 - Many attempts made to get engineer to attend from VAT registered company without success... ongoing.

Nov 2020 - Contact JL to correct inaccuracies in an email from them and seek a sensible resolution as having problems finding a company prepared to come out. Highlighting in this email that our yearly spend in JL/Waitrose is circa £20k (bring our go to for most things) and given our problems we will withdraw our support. Response ignored this point.

Sat 14th, John Lewis machine floods the utility room. Contact JL and tell us to call Electrolux who were closed until Mon 16th. Contacted Electrolux Monday 16th and told can’t send engineer until Weds 25th with no guarantee it would be fixed then.

Return to JL to ask for help... not interested. It’s our problem. Repeated earlier offer of £130 as an alternative resolution to the Samsung washer. This is in effect £55 once the cost of original call out and removal/disposal factored in.

I would welcome your thoughts on this situation. There are many further emails and phone calls associated with this situation.

Still waiting for an engineers report promised a couple of months ago.

See my previous posts on attempts to get a copy of the engineers report I asked for/need.

I messaged Harry (the engineer) the other day to see if he could help. I see he read my message but decided not to respond.

I’m wondering if Spike, Sarah, Imogen, Sue, Gareth, or even the Dept with no name will find the tone to sort out a response.

Still no word from Spike. Will try them again tomorrow.

So far I have spoken to Harry the engineer who promised an engineers report. Having received nothing for a couple of weeks I rang and spoke with Gareth in their call centre, he promised to get it sorted but alas he did not. I recontacted them again and spoke with Sue, she also promised to sort it, but nothing happened. I called them again a couple of days later and spoke with Imogen, she assured me that ‘Spike’ the manager would deal with it. Having heard nothing from Imogen or Spike I called them again and spoke with Paula, she explained Spike was the boss and there was no one I could escalate things to. I’m holding out for Spike.

Following by my last review I contacted the company again. I explained the situation and was assured someone would contact me. Again... nothing

Never turned up. Sent lots of pictures etc. to their service engineer who seemed helpful on the phone but heard nothing more from them. I emailed and got no reply. I rang and was promised it would be sorted but no one rang me back. Been waiting over two weeks.

Having provided all the details with respect to abusive messages being received from a rogue buyer twice, Chrono will simply not acknowledge the problem. I note in a response to my last review they refer to a full refund. I have no idea what this refers to and guess they are talking about someone else.
The rogue buyer I had was from Italy, after sending many images and answering many questions he paid for the watch. Once paid he started to demand next day delivery from the UK stating my advert offered this. I explained my advert stated 2-6 day delivery and it was being sent by Royal Mail international tracked which states 3-5 days, so within the scope of my advert. Next day delivery to Europe is very expansive. He would not pay any extra but demanded next day. I became wary, expecting the old ‘well it never got to me personally’ etc. so cancelled the order. After that I got bombarded with abusive messages. Lucky escape I think.

A mix up meant I missed out on a watch I was very keen to own and I was particularly disappointed. However, Eddie Bloombar reached out to me and sought to rectify the situation and it became clear to me he places great pride in his service and reputation.
I place great importance on the quality of customer service (sadly a dying trait these days) and was very impressed with Eddie and his company giving me real confidence and am looking forward to making a purchase from him.

Watch as exactly as described and delivered very quickly. Very happy with my purchase and will now regularly keep an eye on their website.

Further to my last review. I emailed Chrono24 with the relevant details and only having heard nothing did I pod5 the review. I still haven’t heard anything. I guess they are busy looking after the dealers to be concerned out the private sellers.

They have system to prevent telephone numbers and emails being exchanged even after sale when it would assist with shipment arrangements etc. Yet, they have no filter to prevent abusive messages being sent from persons posing as potential buyers.

Bought a Samsung washer dryer from John Lewis at a cost of £929 and delivered on 15/09/2018. It was very noisy.... should have been alarm bells as this was a replacement for an identical one that leaked the day after it was delivered and fitted by them. Contacted John Lewis and they could not help and directed us to Samsung. Samsung came out and the very next time we used it we discovered it was a a toy the same. 2 noisy years to the day it packed up. Called local repair man who advised uneconomical to repair.

Contacted John Lewis customer services to see if they would give a gesture of goodwill if we bought another washer dryer from them. Called at midday and told they would need to refer to another department, explained it had been broken several days an we urgently needed to resolve the situation and if someone could call us back before 2pm we could buy it and get next day delivery for tomorrow. Told this was not possible and would have to wait, and that 4pm was the absolute latest someone would call back. At 4.30 pm I called them again to be told the call taker had got it all wrong meaning I would never have received a call back, I would now have to contact the technical support team.

I have been offered £90 discount of a new machine.. because in the agents words, he was ‘feeling generous’. Assuming 60% mark up.. and a new washer dryer at £900...after two years John Lewis up to the tune of £1100, Samsung up to the tune of £700. Customer down to the tune of £1740.

It has been suggested that I attempt to claim under the Consumer Rights Act. I need to get a VAT registered engineer to come out to provide a report (at a cost to myself, and on top of the cost of the original engineer who is not VAT registered) for them to consider.

Here’s the funny bit... our intention was to buy a new washer dryer from John Lewis, and pay for next day delivery and for them to take the old one away. But no, we would have to store the washing machine whilst they considered a claim, and if successful they would come and collect the machine! Wouldn’t it have been easier to let us pay for them to take it away anyway? No idea of how many weeks or months it would take for such a claim to be resolved.

Left a review recently about how I was cut off and ignored by their online assistant. In response to that Vodafone send a message from their Social Media Team offering to help resolve the problem. All I need to do is contact them via Facebook or Twitter. As I don’t do social media this is impossible, and I certainly don’t want to go via the online system. They clearly don’t want to call me as they have my number. Ah well.. put up with the problem for 12 months and vote with my feet.

Just tried to sort out a problem with Vodafone they created via their on line chat. The operator just stopped communicating with me. Then told I had to wait for another operator because they were busy! Gave up after 45 minutes. Problem been going on since Saturday and still not resolved.
Requested copy of the chat and guess what.. nothing!

Recently renewed my Sim only contract. Was paying £22 and included Spotify. Was offered a new deal at £27 which included Spotify. First bill arrived today for £39. Including £9.99 for Spotify as an extras!
I’ve been duped... They’ve taken me from £22 to £37. Can I get hold of them? No! Tried ringing to be told no one in the call centre to help me and then send me a text with a link to ‘chat’. I put in my initial details of name and number, then they respond asking how they can help but can’t type in my issue!

Following my message below I emailed one of the senior managers.. Martijn deLange. Yesterday and today... guess what.. no reply!

Could someone from Hermes contact me please. I can’t find any way of contacting anyone at Hermes.
I had a card through the door this morning saying a parcel has been left at the back gate. It was put through without ringing the doorbell or knocking on the door.. I was in the whole time. The parcel is not there and all I have is an 8 digit code. When I go through your automated system I cannot make out the name of the retailer for me to contact them and find out what it was.

Following my message below I emailed one of the senior managers.. Martijn deLange. Yesterday and today... guess what.. no reply!

Could someone from Hermes contact me please. I can’t find any way of contacting anyone at Hermes.
I had a card through the door this morning saying a parcel has been left at the back gate. It was put through without ringing the doorbell or knocking on the door.. I was in the whole time. The parcel is not there and all I have is an 8 digit code. When I go through your automated system I cannot make out the name of the retailer for me to contact them and find out what it was.