John Lewis Nottingham

How to lose customers

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nottingham_exterior_img_060115In recent months at home we have been having quite a lot of work done to make the house more pleasant. This has involved dealing with various tradesmen and retailers. I like to think that I choose both carefully, but as experience has shown using the ‘market leader’ isn’t always the best approach…

I have established a relationship with an excellent plumber, a small builder and a kitchen installer. All 3 are great to deal with and do a first rate job – they are also sole traders.

I am not sure why but we decided to use John Lewis (JL) for flooring, curtains and blinds, the flooring has been done in 2 stages; Stage one was the kitchen, it wasn’t totally pain free but the job was completed well (more down to the self employed fitters). But I did have issues with J L and they paid me compensation – enough said.

This week my living room floor should have been laid – it’s timber and needs a fitter to install it. Initially we were told fitting would be 4 weeks from order, but then when we accepted the quote it became 8 weeks! That was also after they found the flooring they had sold us wasn’t actually made any more…A conversation with JL got fitting down to a more acceptable 5 weeks, which was up this week. All should therefore be fine – except it isn’t.

The flooring has been delivered but the fitter couldn’t actually lay the floor as it needs a levelling screed – something that JL should have checked (but didn’t) when they quoted. The fitter was great about it and we are now being fitted in a couple of weeks. But, JL initially wanted me to pay for the screed that they missed – suffice to say after a ‘conversation’, they are now paying for it!

This isn’t our only issue with JL in recent weeks though, we have also had problems with the curtain and blind orders. The process has dragged on for at least a month longer than it should have done due to initial sample requests not being processed and then the order papers not being sent through to the booking office from the shop. Again not what you expect from JL.

So all in all a fairly poor performance from JL, not according to them what they aim for in customer care, but as they say – three strikes and you are out. They won’t be getting any big orders from me in future, I will use local traders and retailers who are recommended to me.

Well done John Lewis!

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A few weeks ago I had a moan about the service I was getting from John Lewis – if I am honest it was not the first time either. On both occasions I have blogged about my issues and this has been picked up by John Lewis and instigated a reply.

On this occasion I received an email from customer services noting my blog comments and informing me that they were asking for feedback from the relevant departments and would come back to me with their comments.

If I am honest I was not holding out much hope, and expected either a ‘wishy washy’ reply or nothing at all. In actual fact they were good to their word and I received the following back a couple of days later;

Our School Wear Buyer has recently made some changes with the supplier of our boys trousers to improve lead times and reduce the amount of time that an item is potentially out of stock. These changes are currently being implemented and will be “live” within the next few weeks.

Our Online team are currently reviewing both our “email me back in stock” emails both from a wording (expected changes within the next month) and also a technical perspective, these changes are expected to take a longer period to introduce.

These two measures combined should enable us to offer you a better service in the future, if at any stage you have any further questions about our product ranges or service please don’t hesitate to contact me.

More to the point – John Lewis are acting on my comments in a positive way – good on you John Lewis!

Yet another #fail for John Lewis

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not what it was?

I have had my issues with John Lewis in the past – the ‘X-box ordering’ debacle being the most recent. They are in my opinion losing their way and do not live up to their billing as the ‘leading UK retail business’.

Well we have another problem! My son Sam’s school uniform (for Dagfa School) is supplied from John Lewis, the school chose them as suppliers on the basis of cost (greatly appreciated) and ease of ordering – they are a big concern so supply should be easy. That’s the theory anyway!

Well as Sam is going through a growth spurt we needed to get him some new trousers at half term (early March) so went to Nottingham John Lewis. Unfortunately they didn’t have any but we could order on-line – fair enough. So back at home (why did we even bother going to the store) we went on-line to find………… out of stock (in fact a massive lack of stock in most sizes).

But, there is a facility to be emailed when stock is in – great idea – so we duly ticked the box and awaited an email. Sam in the mean time has trousers that are gradually turning into shorts!

In mid April we received an email from John Lewis that informed us that the trousers were still out of stock but giving a link to choose another product – most unhelpful!

Today, thinking that Sam is back to school on Tuesday, we suddenly realised that 3 weeks of growth has occurred for him – so his trousers will be even shorter! We have heard nothing further from John Lewis (and yes I do check my spam filter) so assume they are still out of stock – that would be at least 2 months! On the off-chance we checked on-line to find that they are now back in stock – it’s now too late to order to get the trousers for Tuesday when he returns so we will need to ring the store and if they have them make a special trip into Nottingham to collect them.

Why did we not get an email to tell us stock was available again? John Lewis have fallen again in my estimation, this is a fundamental failure to perform in my view.

We need a new TV – guess what – John Lewis won’t be on the list!