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Ross Cousens

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Review of the John Lewis, Partnership Card:

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My letter to Dame Stella

I concur absolutely with all the comments on this section. I wrote to Dame Stella when we had to deal with NewDay, a shocking experience and I had experience of them also through Laura Ashley. This is it Dear Dame Sharon, Thanks for your acknowledgement, but apart from further accountability shuffling and palm-off's from Iain Stewart I've yet to see any empathy with the Customer view whatsoever. As I said in my original email I served on a multi-national Board for some 12 years before retiring and we operated a customer-centric organisation which placed the customer at the top of the tree, and the internal management structure and business processes playing second fiddle to the "front line" or customer interface. I certainly don't get a customer-centric feel from the replies I've had in this exchange recently, and clearly Iain seems to put his relationship with NewDay before those of his customers. John Lewis doesn't seem to get it! When your service levels don't deliver, we don't want to hear from your suppliers, we need John Lewis to take primary accountability and go out on a limb to put things right quickly and decisively. It hit me as Déjà vu that my original complaint written to you on 17th October is absolutely consistent with the cacophony of complaints echoed in the article in today's Sunday Times, and the customer comments it refers to on the Smart Money People website. There's a world of JL customers of long standing out there shouting "you've got it wrong" and nobody seems to be listening. Where on earth has the John Lewis we used to have confidence in gone?? A good first start for one or more of your senior team would be to “mystery shop” by phoning a query to New Day, and try to speak to a human, you might then get a bit closer to understanding the problem. See how easy it was, and how long you had to hang on. I can't find today's article on the web so I've scanned it for you, but I'm sure you've seen it. I've also added the link to the Smart Money People page Reviewed on: 23rd October 2022

Review of the John Lewis, Partnership Card:

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A disastrous credit card changeover

Like all comments on this page I've has real issues on the transfer. This is my second letter to the Chairman, Dame Sharon White. Dear Dame Sharon, Thanks for your acknowledgement, but apart from further accountability shuffling and palm-off's from Iain Stewart I've yet to see any empathy with the Customer view whatsoever. As I said in my original email I served on a multi-national Board for some 12 years before retiring and we operated a customer-centric organisation which placed the customer at the top of the tree, and the internal management structure and business processes playing second fiddle to the "front line" or customer interface. I certainly don't get a customer-centric feel from the replies I've had in this exchange recently, and clearly Iain seems to put his relationship with NewDay before those of his customers. John Lewis doesn't seem to get it! When your service levels don't deliver, we don't want to hear from your suppliers, we need John Lewis to take primary accountability and go out on a limb to put things right quickly and decisively. It hit me as Déjà vu that my original complaint written to you on 17th October is absolutely consistent with the cacophony of complaints echoed in the article in today's Sunday Times, and the customer comments it refers to on the Smart Money People website. There's a world of JL customers of long standing out there shouting "you've got it wrong" and nobody seems to be listening. Where on earth has the John Lewis we used to have confidence in gone?? A good first start for one or more of your senior team would be to “mystery shop” by phoning a query to New Day, and try to speak to a human, you might then get a bit closer to understanding the problem. See how easy it was, and how long you had to hang on. I can't find today's article on the web so I've scanned it for you, but I'm sure you've seen it. I've also added the link to the Smart Money People page. Ross Cousens Reviewed on: 23rd October 2022

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