As I have previously documented, I’m a huge fan of iCandy. No-less because they’re a British brand with eye-catching, yet hardwaring products. It’s also very well documented that as a family, we’re HUGE fans of John Lewis. Again, another British brand with an amazing ethos for quality products and a company that prides itself in looking after its customers; and it’s partners (general staff!).
So, you can imagine my horror when one day I couldn’t remove the safety bar on my iCandy Strawberry pram. Eli was wearing his Ponseti Boots so it made it awkward to get him out. Eli had only been riding in the stroller/seat unit for about 5 weeks. So it was still pretty much brand new. I can’t say that this travel system was on the cheap side either; all in all it did cost nearly £900. BUT as I walk everywhere, the iCandy Strawberry was a definite investment – and I absolutely LOVE it.
As a Social Media wizard, my first point of call was to message the iCandy Facebook page. I left a comment on their wall and got a lovely response soon after. The iCandy Facebook assistant advised I contact John Lewis. So I did just that.
Unfortunately, you can’t call a store directly. You go through to the John Lewis central customer service centre, even if you have a direct number for the store you wish to contact. This however, is not a bother. The customer service advisors are so astute and just want to help you out. So jolly (but not annoyingly jolly!) and helpful they all are. This also means that all discussions are kept under a reference number so everything is kept organised and each advisor you speak to already know everything there is to know about the nature of your call.
I was advised that someone from the Stratford store would contact me with regards to having the seat unit fixed.Our iCandy Peach loan, soon after it arrived!
Someone called me from the Nursery department at Stratford about an hour later. After a few discussions it was decided that someone from the Stratford store would personally come to my home, on the train, with an iCandy Peach loan. Then they would take my iCandy Strawberry seat unit back to the store, where it would be sent away to be fixed. I cannot drive and now I’m working from home it makes it difficult to take a whole day off – plus it would mean paying for the cost of trains to and from Stratford, twice. I thought this was just incredible.
After the weekend sure enough, a lovely chap called Calvin from the Nursery department turned up, bang on time, with my iCandy Peach loan.Our replacement iCandy Strawberry seat unit came back in just over a week!
A week later, Calvin came back with my new iCandy Strawberry seat unit and collected the iCandy Peach loan.
Absolutely above and beyond. Just simply wonderful service from start to finish. I can’t think iCandy and especially, John Lewis enough. I’ve never ever heard of a retailer doing that for anyone. Retailers just aren’t like that these days. John Lewis have completely set the standard in retail customer service and they should be extremely proud of all who work for them! That kind of service is just off the scale. Unheard of. Exceptional.
THANK YOU JOHN LEWIS AND iCANDY! Just superb.