I'm extremely disappointed with the customer service provided by John Lewis on this occasion. Recently, I purchased a pendant that turned out to be faulty. I diligently followed all the procedures they requested, investing around three weeks of my time in the process. Despite my efforts, they were unable to resolve the issue and directed me to the manufacturing company. Once again, I followed all the instructions provided by the manufacturer, but to no avail. Even after reaching out to them via email, I received no response. When I raised a complaint about the situation, the only solution offered was to exchange the faulty pendant for a new one. However, by this point, I had already incurred expenses for an electrician to install the pendant. John Lewis's suggestion was for me to once again pay for the electrician to replace the faulty pendant with the new one they offered. Their gesture of goodwill—a £25 voucher—barely covered a fraction of these additional costs. It's incredibly frustrating that John Lewis refuses to take responsibility for the products they sell. This lack of accountability makes me question whether I should continue to support their business. I requested that they cover the cost of the electrician, given that the fault lies with their product. However, the representative I spoke to seemed unaware of the situation and promptly denied my request. I also proposed the idea of John Lewis sending someone to deliver the new pendant, remove the faulty one, and install the replacement—a solution that would alleviate the burden on me—but this suggestion was dismissed. If given the choice, I would strongly advise purchasing from a company that stands behind the products they sell and takes responsibility for any issues that arise.
3 months ago
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John Lewis has a 2.7 average rating from 2,399 reviews

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