I honestly cannot believe the level of service I have received from John Lewis, a company I have always trusted and spent thousands of pounds with.
During my pregnancy, my family and I chose John Lewis for almost everything. We bought our travel system, car seat, nursery furniture, clothes and more, easily spending into the thousands because of their reputation for quality and customer service. Unfortunately, when it actually mattered, they completely let me down.
Two essential items failed me. A baby monitor that would not connect and a breast pump that physically broke. When I went into store to resolve this, I was passed from pillar to post, dismissed, spoken to rudely and even had a staff member roll their eyes at me. I left feeling like an inconvenience rather than a loyal customer.
Following advice in store, I exchanged the pump and paid extra for a different model, only to get home and find that one was faulty straight out of the box as well.
To be clear, I am a first time mum, struggling with breastfeeding and relying heavily on a working pump to feed my baby. At the time I was in pain from severe engorgement and left without any way to express milk. The stress and distress this caused was overwhelming and completely avoidable.
When I contacted customer services after misplacing the receipt in the chaos of dealing with a newborn and faulty products, I was met with zero empathy. I explained my situation and was essentially dismissed and told nothing could be done. The conversation was abruptly ended with no attempt to help or offer any solution.
I am not asking for a refund. I simply need a pump that works. Instead I have been left out of pocket, unsupported and incredibly stressed at a time when I should be focused on my baby.
For a brand that prides itself on customer service, this experience has been shocking. The lack of care, accountability and basic empathy is unacceptable.
I will seriously reconsider ever shopping with John Lewis again.
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