Complain - Why Bother

[Colr]

A while back, I received some terrible service from John Lewis Direct. I wrote and complained to their Customer Complaints Department - no answer. Then I tried their head office - no answer. I tried my Trading Standards office - no answer. Where do I go next FFS?

I think I'll start bad mouthing them on the internet - anyone know any good review sites?

[TariqE]

Really? John Lewis regularly tops polls for good service compared to other high street chains. TBF though, I'm pretty sure that doesn't cover any internet/catalogue type business.


If I feel the need to complain I tend to re-send copies of the previous letters and just add it up- e.g. Write another letter complaining that the 1st letter (copy enclosed) has not been dealt with. Then do it again about a week later enclosing the 2 previous letters.......

This makes your moaning look effortless to them and shows that it will continue until something is done (i.e. you're not just going to go away). Bear in mind that CEOs don't really see this sort of thing, it just lands on someone's desk and if they ignore it and you don't follow it up then their life becomes easier. You want your complaining letters to annoy them until they act.

[The__Proclaimer]

John Lewis were alright replacing my ipod after it died. Didn't have the box, it was scratched to feck, the battery was ready to go, I'd lost the earphones and the receipt was a distant memory.

The fact I asked my 18 stone, shaven heided, tattooed to the the eyeballs faither to go up instead of writing a letter probably helped the process.

[Dub]

Originally Posted by The__Proclaimer

John Lewis were alright replacing my ipod after it died. Didn't have the box, it was scratched to feck, the battery was ready to go, I'd lost the earphones and the receipt was a distant memory.

The fact I asked my 18 stone, shaven heided, tattooed to the the eyeballs faither to go up instead of writing a letter probably helped the process.

Yep, diplomacy is always the best option.




PS If I ever need to return anything can I borrow your dad

[Lix]

Still feel guilty going into John Lewis' (and no, I don't just mean when I'm using it for a short cut to the gym) as my Dad fell out with them in spectacular fashion when I was wee ...

over a washing machine or something ... he cut up his store card in front of the manager and we were banned from ever going there again.

I guess it's ok to go back now, but it doesn't feel quite right ...

[gandhi]

My good and kind Mr Nicky Campbell, have a demonstration through the store,marching with friends and relatives. It worked in the case of the cold pies and Bovril.


gandhi

[Colr]

Originally Posted by gandhi

My good and kind Mr Nicky Campbell, have a demonstration through the store,marching with friends and relatives. It worked in the case of the cold pies and Bovril.


gandhi

I guessed you would approve of my non-violent protest.

[Northern Ireland Hibby]

Had a similar experience with the timewasters and feckwits at Debenham's (wedding list problems).

Sent a letter to the store manager and copied to the customer services manager in England when previous letters and calls were ignored.

That did the trick, but the ultimate for effectiveness is a mention in the consumer column of a newspaper (as the reporter will take it up with the press office, who will have to resolve the issue).

[Colr]

Which newspapers have a consumer column?

[Dub]

Originally Posted by Colr

Which newspapers have a consumer column?

Sunday Mail (not to be confused with the Mail on Sunday) has "The Judge" or it did years ago. Probably still has.