I have purchased goods from John Lewis for many years but I'm now unhappy with their systems and service. After a bad experience at Marks and Spencer (please see my review posted earlier today) I called at the nearby Newcastle John Lewis store to try and buy a casual shirt. I had earlier identified a potentially suitable Joules Forrester shirt on the John Lewis website. I required an 'in stock' size XL, long sleeved, regular fit shirt. I took a bus from my rural home to Newcastle city centre. The round trip journey time is about four hours.
I asked a menswear department assistant where the Joules shirts were stocked. I was told they are only available for purchase online. When I said the website gives no indication as to whether a shirt is only available for online purchase, the assistant said she knew about the problem and I wasn't the first customer to complain about a time-wasting visit to the store.
I could order online for collection at the store or for home delivery but I simply do not like ordering clothes online.
I asked for guidance on where to find a suitable regular fit, long sleeved casual shirt, size XL in the store. She said that the branded shirts were generally slim/tailored fit and suggested I look at the John Lewis own brand selection for a regular fit. I have never regarded John Lewis's own brand menswear products as being of high quality, so I looked at the designer brands (Levi etc.).
According to the website, I now know that I was given bad advice as there are 16 John Lewis shirts and 124 other brands which match my selection criteria (unless of course the other brands are only available for online purchase!).
Trying to quickly find shirts that matched my selection criteria, especially my regular fit requirement, was impossible. I did not bring a computer listing with me. I gave up my search and left the store. Perhaps I'll try Fenwick's the next time I'm in town. Maybe it's a good thing that Fenwick's do not have a proper website.
The John Lewis website is annoyingly behind the times. Other major high street retailers have advanced IT systems and websites for efficient stock management and excellent customer service. I have made the same comment about Marks and Spencer. read more