John Lewis left red-faced as customer service overhaul backfires

Disgruntled John Lewis shoppers have taken to social media after a customer service meltdown at its home furnishings division.

The retailer has restructured the division, claiming it would ‘improve the customer experience, resulting in a more efficient way of operating’. Instead of being able to contact stores directly about an order, customers now call a Central Administration Hub. Together with changes to the catering division, the move led to a loss of 387 jobs. John Lewis is now recruiting 70 new partners to address problems that have arisen.

One customer said on Twitter: ‘16min on hold 2 furnishing team, 3wks of no replies to emails, 6mths waiting for curtains and £6k paid WHERE R MY CURTAINS?’ Another fumed: ‘I have been speaking with customer services and your delivery team and they seem to contradict themselves in every call I make. It’s rather embarrassing for a company who charges outrageous prices and always thrives on their customer service.’

John Lewis told The Mail on Sunday that “this falls below the high customer service standards we set ourselves” and said it was working hard to solve the problems and return to normal servicing times. “We apologise to our customers at this time while delays are ongoing,” it added.