The Best Sort of Time Warp (John Lewis)

Member Name: clubbruggekvfc

Product:	John Lewis
Date:	07/05/01 (169 review reads)
Rating:

Advantages: Value, Quality, Customer Service

Disadvantages: Old Fashioned, Clothing Range, Bells Ringing

That's the feeling I get when I go to John Lewis, mainly using the Milton Keynes and Brent Cross stores. In terms of shop procedures and the way customers are treated by the partners, I feel I am experiencing the sort of customer service and care, more typical of the Britain of 40 years ago!

As soon as I enter their stores,I am struck by how well turned-out the partners(don't say staff!) are. This smartness in dress and attitude, tends to reflect in how they deal with you. I have yet to meet a rude or disinterested (tell a lie,I've met one!) John Lewis employee(can I call them that?), from department manager, to warehouse person, they all seem to reflect a genuine desire to serve you well, and seem to go that extra mile to be helpful.

I guess this is partly because John Lewis, appears to treat its employees in a far superior way to most of its modern-day rivals, with apparently, better working conditions and that all-important, 'partner' moniker, which from the outside looking in seems to convey a feeling of equality throughout the company. I do fear John Lewis is being pressured to gradually become like other high street stores, introducing in the end, things like, seven day a week opening, and this may affect the partners morale and self-esteem and quality of life, with the obvious repercussions to the customer.

John Lewis has an excellent range of things like furniture,drapery,luggage,lighting stationery, electrical items, PC hard and software and sports equipment in particular. They never seem to sell rubbish, everything is a good brand and quality, and as their only slogan never forgets to remind us, they are 'Never Knowingly Undersold'. On the rare occasions I have found an item, cheaper locally, they have always honoured that pledge, upon evidence being produced, and refunded the difference in price. They also have excellent winter and summer sales too. Oh yes, the John Lewis storecard is also the one of
the most competitive APR wise (about 18% I think). It's well worth applying for!

The John Lewis collection-point and free delivery service is also second-to-none in my opinion. If you have a relatively cumbersome object you've bought, that's still carriable, they'll offer to take it round the back for you to collect later. If it's a huge item, even not so huge, if you require, they'll deliver it promptly and efficiently, and most importantly, when they say they will, to an address of your choosing. They've never yet let me down.

They are also superb on after-sales service, I've found. Offering an extra year warranty on items such as VCR's TV's DVD players, on top of the usual 12 month manufacturers warranty, for no extra charge. I think that's an excellent scheme.

One example of several I'd use to illustrate the point on after-sales service, is a rowing machine I'd bought from them, (expensive one) frame collapsed (not my weight!) after three years of ownership. John Lewis were perfectly within their rights to shrug their shoulders and do nothing, as the rower(not me) was knackered and well out of warranty, also, the manufacturer didn't want to know! Upon me contacting them, saying I thought it unacceptable that a £600 machine, broke in two halves after somewhat infrequent use in a relatively short time, John Lewis intervened on my behalf, and got the contraption repaired free-of-charge. You don't forget customer service like that, I can tell you!

On the minus side, I'm not a fan of their men's fashion. The men's suits and general accoutrements department, being a little like 'Grace Brothers' in the 1950's, very stiff and starchy, rather like their shirts! A lot of the gear, though excellent quality is rather old-fashioned, and uninspiring in my view. The Men's leisurewear unattended racks are a little more 'hip', but only just! I can&
#39;t speak for the women's clothes in detail, not having worn any recently, but the department seems rather locked in another era too!

I also feel a little uncomfortable at the formality of it all sometimes, i.e. hand bells being solemnly rung by the counter assistant, waiting for a grave looking manager to issue a refund, as a long, impatient, finger-tapping, tutting queue gathers behind you and your unwanted underpants!

To conclude, I'd recommend the John Lewis shopping experience. That's if you like, quality and value and a bit of old-fashioned service, in a sober environment.

On the other hand, if you want young and virile sales assistants in skin-tight jeans and figure hugging tops, loud techno music booming around the store, and catwalk fashions,"only what you see there luv" 'customer service' and "we don't do refunds mate" 'aftercare', may I strongly suggest John Lewis is not the store for you!!

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