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John Lewis & Partners

0% Would buy here again

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J
Joan
I am writing this on behalf of my mothers. She would give zero if she could This all started when my mum ordered a Spirograph as a Christmas gift. The Spirograph box was damaged, however the de...Read on

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    I am writing this on behalf of my mothers. She would give zero if she could

    This all started when my mum ordered a Spirograph as a Christmas gift. The Spirograph box was damaged, however the delivery box was undamaged, there was no delivery note in the box. Therefore the toy had been damaged at source but still sent out in a damaged state.

    She contacted live chat to be informed she needed to print off a form to send it back, before they would send another one out unfortunately she didn’t have the facility to print so the operator agreed to resend a new toy, with a delivery note included so my mum could return the item.

    Sure enough the toy arrive 2 days later, no delivery note including.

    Contacted JL customer services, the first advisor she spoke to couldn’t understand her, and she wasn’t listening either. She told my mum to send it back by adding the order number, her name, address and email.

    What hassle for their error. My mother said forget she would just pay for it. My mother was then past to returns and refunds not sure why. This guy was a bit more with it but couldn’t help, so a waste of time and money on hanging on the phone. He then transferred my mum to the payments department who finally took her payment.
    These operators are in Manila so is it any wonder they don’t understand us.

    My mother tried to make a complaint that is harder than getting blood from a stone. He had no idea what do do it is absolutely ridiculous. My mother was told to escalate it online. But we can’t do that as what no case number. The operator hadn’t even logged the complaint. What a shambles no customer services at all.

    Unbelievable.


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