“I have always had good service in the past but on this occasion the installation of a washing machine resulted in a chunk taken out of the wall in the entrance to the utility room where the installation had taken place. The house was otherwise empty at the time after a 4 year renovation of a listed property. The installers claimed that the damage was already there but further investigation revealed that this wasn't the case plus the pieces of the wall were freshly deposited on the floor. Accidents happen and the washing machine is heavy. The annoying thing is the denial that they caused it, let alone the lack of any apology or compensation.”
“Bought a cruet with what I was told was a lifetime guarantee for my daughter. The peppermill failed and when I returned it John Lewis after a lot of problems they told me to approach the manufacturer, who frankly did not want to know. The motto is check out ‘lifetime’ guarantees at John Lewis. I bought a new cruet at Marks and Spencer, half the price, no hassle!
me that I would have to approach the company myself even though I had purchased this through John Lewis”
“I have struggled over several months to spend money with this long-established company. Since their Customer Service section was outsourced, it is virtually impossible to find out if a particular product is available in a “physical store”. I am sending, by a separate post, a two-page verbatim account of recent attempts to buy shoes, lampshades( JL Samantha, different prices in different stores - surely they don’t do ‘never knowingly undersold’ with themselves!, bread bin, curtain fabric (they assured me that they had 18m in stock- I needed 13m and only when I requested that they unfolded the roll did they discover that the fabric was in two pieces, 11m and 7m!), see an electric patio heater on display before purchasing it at £209 ( despite reassurances that I could see it in the Kingston store when I was staying in Wimbledon, having a coffee and cake in JL Sheffield café to be served dry, stale Victoria sandwich cake, discovering that automatic door access from the car park is on the second floor, whereas the lavatory for customers with disabilities is on the third floor... the list goes on.”
