Getting a Washing Machine from John Lewis & Partners

So, this will be another rant about online retailers and their delivery strategies in the Highlands.

A couple of days ago, I ordered _the_ missing piece for our barn: a washing machine. Having had good experience with Siemens, I went for a similar model that I already have in Switzerland, the Siemens iQ700 WI14W502GB. I wish I had that iQ. chapeau to Siemens product management and markting.

As I found it relatively hard to find Siemens retailers in the UK for that model, I ended up with John Lewis & Partners. Never heard of them before, but as it seemed they were an official Siemens reseller.

During order and checkout, I was told that the item would be delivered _usually_ withing 7 working days. Of course, the word “ususally” usually leaves room for variance and interpretation. And I got a “free delivery” and assurance they would call me within 2 working days after the order to arrange a delivery date. No “usually” there.

So, what happened next? I never got the promised call, but after a couple of days, actually after 7 working days, I received another mail telling me the item had been dispatched. So, no arrangement of a delivery date.

So, I waited another 24 hours as noted in the email to get the tracking link, so I could see in advance when the item was supposed to arrive. No luck that. Every day I checked the link, it only said “Tracking coming soon”.

Surprisingly, today I got a phone call from a delivery guy, telling me he was about to deliver an appliance. Unfortunately, I just left the property for some other tasks.

Now, less than 2h later and 10 working days after my order, my neighbour received the washing machine for me – with the tracking information still “coming soon” and me having to move the machine later on to my plot.

I would have thought that online retailers in 2023 could do better. – Hmm wait, I actually know online retailers that do better (for years).

Any “Customer Happiness Engineers” at John Lewis & Partners reading this?

And this is the end of today’s story about the delivery of a washing machine in the Highlands.