02/07/2024
Sorry not my usual post but wanted to warn people that John Lewis online are as good as useless.
I have ME and am also a full time carer to our daughters who have additional needs. I was lucky enough to get a gift voucher for Christmas and eventually decided that I’d buy this Meaco air circulator as I have lymphoedema and hot weather makes me even more poorly.
John Lewis however allowed it to be sent with click and collect to a store that wouldn’t accept parcels that size. Eventually after three phone calls and a few days and a load of bluff from their customer service team, they agree to send another one out (as the original is on its way back to them )but next day delivery to my home. Ok…. I stay in the next day to ensure I’m here. Nothing. Saturday comes and goes.
Monday comes, DPD tracking says it hasn’t even left JL. JL customer service (4th call) say it has and should be with me tomorrow (now today!) No change in status this morning and then I receive an email telling me my refund will be processed in the next 5 days. What refund???
I didn’t ask for a refund nor did I want one. For a company that say they’ll let you know if there is any problem, to say that this is a lie, would be an understatement to say the least. I’ve had no communication at all about any of this delivery.
As it happens, their refund will take up to five days and yet I’m supposed to pay for a new one from my bank account (which won’t cover it as my pittance of a carer’s allowance as I’m low until next payment.) Yet that apparently is my problem, not theirs! How can that be? I didn’t pay using my account, nor did I ask for a refund?! So I can’t get the item that I desperately need, because of their systems. How is that right?
I got offered a £20 refund or 10% off; that still wont be enough to enable me to buy it and not go into overdraft. Why am I paying for their mess up?
Just appalling.
