John Lewis - Quite Happy To Give Me My Money Back! (John Lewis)

Member Name: lynton1983

Product:	John Lewis
Date:	18/05/09 (46 review reads)
Rating:

Advantages: Excellent Customer Service

Disadvantages: Only a slight one - took two telephone calls

I don't really have a favourite department store but if I had to pick one I think it would be John Lewis. I have only visited their Solihull branch but I have to say every time I go there it is a pleasant experience with a good selection of merchandise and good customer service.

Obviously it is difficult to assess John Lewis as a company based on visiting one store but the purpose of this review is to highlight the good customer service I received recently from their staff based in their call handling department.

To set the scene, I had purchased a mirror from John Lewis in Solihull at a cost of £244. Seven days after getting this item home, the company announced a sale with a number of items reduced by up to 50%. Of course one of those items was my mirror which was now only £122. If the difference had been only a few pounds I might have written it off as unlucky however I wasn't going to let £122 slip away. I still hadn't taken the mirror from its original packaging so I knew I would have been able to return it to the store and obtain a full refund. If possible I wanted to avoid this as the mirror was quite large and I live some 20 miles from the shop. I phoned their customer services and explained the situation and with very little discussion the man I was speaking to agreed to refund the difference back on to my credit card. What I was most pleased about was their acceptance that the mirror was still in the same condition and packaging as when I bought it as if this wasn't the case I'm sure they would have cause to refuse.

Unfortunately this was not an end to the matter as when I checked my credit card statement a few days later I saw that only £100 had been refunded. So I called the customer services again, explained the situation to a different person who apologised (unnecessarily) for me having to call again and said the remaining £22 would be refunded as quickly as possible, which it was. I am taking this slight hiccup to be a genuine error and not an attempt to hold on to £22.

In summary I was more than happy with the demeanour of the customer service staff that I spoke to. I was obviously very happy with the attitude they took towards the situation I had presented and as such, based on my experiences, I recommend them as a company.

Summary: Good customer service resulted in a happy outcome.