John Lewis Ditches Never Knowingly Undersold
Discussion
The writing has been on the wall for a while now, but they are finally acknowledging it has to go.
https://www.bbc.co.uk/news/business-53881214
That, Coronavirus and the Ocado link up being dumped, it’s going to be tough times ahead for JL.
https://www.bbc.co.uk/news/business-53881214
That, Coronavirus and the Ocado link up being dumped, it’s going to be tough times ahead for JL.
jammy-git said:
They're slowly but surely diluting their brand to the point where they'll be just another high street shop. Then they'll be irrelevant and will end up losing to online commerce.
The last few times I've been there the downstairs was like a slightly posher version of The Range.It worked in the 20th century but you just can't be the cheapest if you're a Western company in the internet age with Chinese rivals. The main benefit seems to be a 5-year warranty, but that will cost them money.
The future would appear to be Amazon, with a few ludicrously expensive 'Olde English Artisan-Baked Organic Shoppes' on top. The sort you see on Dragons' Den one year then vanish a year later.
Simpo Two said:
The last few times I've been there the downstairs was like a slightly posher version of The Range.
It worked in the 20th century but you just can't be the cheapest if you're a Western company in the internet age with Chinese rivals. The main benefit seems to be a 5-year warranty, but that will cost them money.
The future would appear to be Amazon, with a few ludicrously expensive 'Olde English Artisan-Baked Organic Shoppes' on top. The sort you see on Dragons' Den one year then vanish a year later.
All very true and I don’t know what we do about that. As consumers we have become blinded to the real cost of things, by cheap stuff from China and clever finance arrangements on expensive stuff. It worked in the 20th century but you just can't be the cheapest if you're a Western company in the internet age with Chinese rivals. The main benefit seems to be a 5-year warranty, but that will cost them money.
The future would appear to be Amazon, with a few ludicrously expensive 'Olde English Artisan-Baked Organic Shoppes' on top. The sort you see on Dragons' Den one year then vanish a year later.
I think we would have a healthier happier society if we came back from this point, but I don’t know how...!
It will be hard to trade on the customer service angle which is the other key differentiator... or it was. They will be going from “best customer service AND will match prices” to “same customer service as Amazon and more expensive”. There will always be things you’ll go there for (great kitchen range for example) and the extended warranty on electricals is worth having, but only when coupled with price parity IMO.
They were anyway not altogether straightforward with their pledge. They engaged in the business of selling items not available elsewhere, only by dint of a changed digit in the model number. That way not having to price match.
John Lewis thinks it is Grace Brothers. So do its customers. I both admore and dislike them for that. But one thing is for sure, if they are to survive, they will have to sharpen up a bit.
JPJPJP said:
Terminal decline now imo
Mid Management too used to how it was, top management not aggressive enough
Waitrose will thrive, but the general retail stores may as well shut now to enable proper, full focus to be put on growing Waitrose
I’m unsure about Waitrose. The last two times I’ve visited have been very disappointing mainly due to grumpy staff which is not what you normally get. I actually prefer my local Tesco now which I never thought I’d say.Mid Management too used to how it was, top management not aggressive enough
Waitrose will thrive, but the general retail stores may as well shut now to enable proper, full focus to be put on growing Waitrose
jammy-git said:
They're slowly but surely diluting their brand to the point where they'll be just another high street shop. Then they'll be irrelevant and will end up losing to online commerce.
The department store chain has already announced the closure of eight stores including its flagship Birmingham site which only opened five years ago as it struggles to adapt to the challenges arising from the pandemic. This year between 60% and 70% of John Lewis's sales are expected to be online, compared to 40% last year.HRL said:
Shame if they stop the price matching completely.
They’re my preferred shop for electrical goods. Two large TV’s and laptops are my most recent purchases from them.
Very good customer service and free extended warranties are better than their competitors offer.
Very good up to a point. I have had some proper ding-dongs with them to get them to sort out things that I suspect other retailers would have sorted sooner. They’re my preferred shop for electrical goods. Two large TV’s and laptops are my most recent purchases from them.
Very good customer service and free extended warranties are better than their competitors offer.
gooner1 said:
When did they start selling ditches?
I suppose I could have gone with -John Lewis announce that their long standing slogan ‘Never knowingly Undersold’ is being retired and are looking at alternatives to meet a modern and challenging marketplace.
However it didn’t fit within the PH title, and wasnt quite as snappy.
I have always found their prices are competitive but it can be difficult to find a customer service adviser. My daughters laptop came from them, as my internet searches showed they were competitive and I could look at them, speak to an adviser and take it home. Only slight snag was actually finding a sales adviser at their Tunbridge Wells store. So I bought it a couple of days later at their Watford store whilst in the area for work, There was an adviser to talk to and the Dell laptop cost me te same as Dell were charging online. Watford is of course one of the stores closng!
I like John Lewis but its not a premium store from my experience. We have ordered big items over the years but each has be fraught with issues:
We bought a lot of furniture when we moved house (we had major issues but 1 example, we had to have 4 desks delivered until one arrive which was working properly and un-scratched - The desk was £1500 so not really acceptable)
Bespoke curtains and blinds (took 3 times to get it correct on 1 blind)
A bed for my daughter (original bed we ordered was s
t and nothing like the one in store so that went back and we paid 3x price as we were in a rush to get the room finished) and latest issue is a price match problem on a par of airpods
The staff are nice and friendly but supply chain and management are not great. I also think a lot of stuff has been removed from the branch and outsourced to call centres which is frustrating
I also find Waitrose disappointing. M&S food is far better!
We bought a lot of furniture when we moved house (we had major issues but 1 example, we had to have 4 desks delivered until one arrive which was working properly and un-scratched - The desk was £1500 so not really acceptable)
Bespoke curtains and blinds (took 3 times to get it correct on 1 blind)
A bed for my daughter (original bed we ordered was s
t and nothing like the one in store so that went back and we paid 3x price as we were in a rush to get the room finished) and latest issue is a price match problem on a par of airpodsThe staff are nice and friendly but supply chain and management are not great. I also think a lot of stuff has been removed from the branch and outsourced to call centres which is frustrating
I also find Waitrose disappointing. M&S food is far better!
I’ve spent a lot of money with John Lewis in my lifetime, had my wedding list there and have just spent £6K on kitchen appliances. The hob and the microwave are faulty, which is quite shocking enough on its own, and there is zero customer service. I was on hold for 2 hours last week, when I finally did get through they said someone would call me back, nothing for three days. They NEVER reply to emails.
I’ve always liked supporting them as I like their business model, and that they treat their staff fairly, but if they don’t sort out their sudden disintegration of customer service I won’t be so inclined to use them in future. That was really their USP from a typical consumer point of view, without it, you may as well just buy from the cheapest place online.
I’ve always liked supporting them as I like their business model, and that they treat their staff fairly, but if they don’t sort out their sudden disintegration of customer service I won’t be so inclined to use them in future. That was really their USP from a typical consumer point of view, without it, you may as well just buy from the cheapest place online.
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