Insincere apologies

I just texted a really long post and lost it.....

Bottom line is I had a 6 weeks old iPhone lying in the drawer not working and 02 saying the warranty was negated.

I sent an email to the CEO on Tuesday. They phoned me on Wednesday and a courier delivered a new iPhone on the Thursday.

Never did I believe I'd get such a result.

we
I need a
German, of course

Oh no!
I may never get my new freezer - unless with join the Customs Union

It's brexit!

We're having a problem with John Lewis at the moment.
Their excuse is that the item 'may be held up at Customs'.

- a freezer from Germany?

I've resurrected this because I am hopping mad - again!

We got a refund taking us down to the lower price so, to show willing, at the start of this week I emailed photos of the broken zip.

Today, I had another appallingly written email telling me that they do not have, and cannot access, a replacement cushion and they can offer me a further discount.

I have suggested that, if they had acted when they received my email instead of waiting for photographs, they might have found one.

I have also told them that I will be telling all my family and friends what appalling customer service Notcutts give.

pinkjj27 I didn't think that they were particularly more expensive especially since they give a 5 year guarantee.
I don't think you were over-reacting. These are big purchases that you look forward to and then they spoil it and make you feel like you're being made a mug of. I am not as keen on my chair as I would be without the problems - and to top it off JD Williams now have an ad where the have the same chair and sofa (orange chair, teal sofa) as I have bought so I have put throws on them so that people don't think I copied an advert.
I ordered the TV online and remembered to go through Easy Fundraising so my charity got nearly £6 and JL had a special offer on when they gave extra.

Jaycee5
Good luck with your Tv. I have never really shopped at John Lewis, always believing it to be too expensive for me. After my experience with Argos and Currys I too went to John Lewis for a TV after mine died. I felt very anxious in the store as I know nothing about tvs and felt all shops were out to rip me off. The whole experience was different, the staff were lovely and helpful explaining all the different options and asking questions about my needs with no pushiness that is normal in Currys. The service was friendly and helpful and delivery was quick and they text me every step on the way they gave me a time slot and it was bang on. When it arrived I had a bad cold and the delivery driver said I was to unwell to lift it, so he took it into my living room unpacked it and explained fully how to install it. He went well above his duty. My Tv is wonderful and have no problems. (Touch wood) I would only ever go back To John Lewis now. But I must say this was an excellent Gransnet forum and I found it so helpful to know I wasn’t over reacting.

pinkjj27 I had the same problem with Currys and a washing machine. In my case it was Bosch. The men installing it ran their hands through the water going through the tray at the top and said 'see it's working' It seemed a bit strange but it was only after they left that I realised that they had been deliberately blocking the front so that I couldn't see that the drum wasn't going round.
I immediately rang and Currys just put me through to Bosch who wanted £99.99 to repair it because I hadn't bought an extended warranty. I sent 2 weeks arguing on the phone and said that I would not accept a repair until I knew what it was. It turned out to be the fan belt so it wasn't a major issue but they completely spoiled my new purchase. They are overrated anyway. They fixed it with an air of doing a great favour.
I stick to John Lewis now for appliances. I have just bought a new TV from them so am crossing my fingers.

I've had problems with 3fatpigs selling trees. Bought 5 silver birch, 3 of which never grew. I've had an email back saying wait until May and they've ignored my second email. No phone number. Went on line to read reviews and they are mostly bad. Wish I'd looked first.

It was Worldstores with me. I won't bore you with the details but it was failure upon failure with goods quality, warehouse communications and payments not sorted, and after several months of it I got sick of apologies and false promises.
I wrote to "Trustpilot" who published my report and the very next day Trustpilot e mailed me to say go look at their internet page - and enjoy!
It was an abject and the sincerest ever apology, even more sincere than all the previous ones had already been ! - saying the sender was personally refunding me immediately.
Anybody can make mistakes or have mishaps, but when you get it as bad as that do try Trustpilot. It worked for me.

Can I please put in a thumbs up for Talk Talk. Our router went down/broke on Tuesday evening. DH rang on Wednesday and spoke to a foreign chap, who at first was asking him to " look it up on Google???" How? Internet is non existant! Finally got through to him, and we had a new router delivered today. Fast service delivery. But, when DH checked his emails, he had been sent an advice, whilst we were still not on line, that the router was on it's way!

Bitterly

Really surprised by JL. Currys and Argos not surprised though in their defence 24 years ago they were spot on in replacing a sewing machine I had purchased from them a few days before. It was very cheap and is still going strong (hope not spoken too soon!). I once thought best to use local businesses but have been biterly disappointed a few times. Sometimes I wonder if it depends in who is local manager of some big stores. kittylister at least with starting this topic you can see you are not alone!

An update - or not.

I have been out all day as has DH. I checked the caller display on our phone and we have had no calls at all.

It wasn't Dobbies!

I understand the taking photographs point but, considering the whole shambles, I was offended that they wanted proof of the broken zip on a thin seat cushion (£20 ish?) on a set that cost £400.

I recently bought a new appliance from ao.com - as a pp stated, you pick the delivery date, then you get a four-hour delivery window (mine was 7am to 11am). I got an email at 7.20 to say that my delivery would be with me between 9 & 9.30, a phone call at 9.10 to say they'd arrive in 5 minutes - and the new appliance was delivered, installed (& the old one removed) by 10 o'clock..! Very efficient and very good service.
Interestingly, the man installing it took photos of the area where it was going before he started, and at every stage of the installation - including one of it working. I said that this was a good idea, and he told me that I wouldn't believe how many people claimed that their kitchen had been damaged and wanted compensation..! The photos acted as proof that no damage had been caused - and allowed him to protect himself from such false claims

I sympathise. It really annoys me when firms promise something and then don’t do it. Why promise a phone call or a delivery etc when there’s a good chance they’re going to let you down.

My advise would be to put it in writing to the manager or better still if you can find out if there is a customer services manager at a head office ( if they have a HO).Explain everything you have said in this post to them. I have had very good response when I go direct to whoever is in charge
as they know you mean business. End the letter with you will give them 14 days to reply with an offer of compensation. It’s worked every time for me with good results.

Have to add my praises for AO.com. Had purchased a washing machine from them last year and was deeply impressed with the delivery - 7am and they found me despite it being pitch dark in the middle of winter and in rural Wales with no street lights. The driver said he'd found us by the sound of the river I'd mentioned in the delivery instructions!
Then I needed an electric oven and hob. The first hob was too deep for the new worktop I'd had put in, so I asked AO to replace it. Done - with no quibble or complaint! - within 24 hours. Then found the second one was also too deep, and realised the problem was actually the double oven I'd chosen to be housed beneath the hob. I'd not left enough space for the hob to drop in over the top.
So - I'm on the phone again to AO. No trouble at all, the advisor tells me, people change their minds all the time. So long as the goods are not used or damaged they can collect and replace them, just let us know what you'd like instead. I chose a single oven and a different hob (well, it was nicer than the one I'd picked out for being thin!) and they again collected and replaced both items the very next day. No extra cost, no delivery charges, proper time slots punctually kept and they even reimbursed me because my latest choices were cheaper than the originals! Money came back to me the same day as the pickup of the rejects.
Can't tell you how pleased I am with them - and their prices are very good too!

We've also had problems with eon although we did get an apology eventually.
We are currently in a battle with B&Q who installed a new bathroom for us last year and did a very good job. We were so pleased that we had decided to use them again for the kitchen. However one of the mixer taps on the bath no longer works properly (its not just a washer but more complicated.) To date we have made over 20 phone calls or emails to try and get it replaced under guarantee and we keep being fobbed off by saying they will contact another dept and someone will ring (which they dont.) Then they sent the wron g (single not mixer) tap! Finally DH did as you suggested and wrote a letter by post to head office and we THINK someone is coming tomorrow to replace it. Watch this space!

I agree with the comment about DPD but Hermes are 10x worse. I had clothes delivered in a box which was left out in the rain so the box was sodden. Fortunately the clothes were ok. I complained to WRAP (the store) who took note of my complaint. Next time I ordered something it was left on our doorstep overnight (we were in all evening). We were lucky it wasn't stolen. Yes Hermes again!

I think you should send a personal letter to the MD of the company, and if you get nowhere, then 'name and shame'. They had no right to take your money until the goods had been despatched. Your last resort is the small claims court and it's almost guaranteed that the company will settle before it gets that far!

I also had excellent service from Wayfair but will not order from them again as long as they continue to use DPD for deliveries. Our local depot lost one table then found it broken then attempted to deliver it (refused). The second table was rewrapped badly in a damaged box by dpd tape and was also damaged. I had taken delivery of this and couldn’t face staying home once again for DPD to collect so accepted a 50% refrnd from Wayfair ...., (it was just the right size for my craftroom and you can’t see the damage....)
In all I had 14 days of notifications that my delivery would be that day .... and then it would be changed mid afternoon Grrrr!

I felt similar anger at John Lewis. Having waited for more than 26 weeks for some made to measure curtains I accepted an apology and a £50.00 gift voucher. About four months later my daughter read a letter in a National newspaper where another John Lewis customer had experienced a similar delay and she’d been given £500 compensation. I was furious and vow I’ll not be shopping at John Lewis any time soon.

I had a ridiculous estimate from Carpetright, cancelled and went to an independent local flooring company. Absolutely delighted with the cost and service.
I wrote them a 5star review and recommended them to my son and DiL.
Last week the firm laid carpets for them in 3 bedrooms plus hall and stairs and will get repeat custom when the kitchen and bathroom are redone.
Sorry it isn't a national company!

AO have an excellent delivery strategy.
Choose the day and am/pm. The day before, they give a 2 hour window and phone when the van is 20 minutes away.
When I ordered my new appliances I was told to keep an eye on their website for price changes. One email from me and my account was quickly credited when there was a £10 price drop!