John Lewis

johnlewis.com

one review

One reviewer not happy with John Lewis

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England 

Department store

Created 3 weeks ago

Updated 3 weeks ago

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Sanooj   3 weeks ago

Fri 03 Jan 2025

I want to share a deeply troubling experience regarding a recent purchase from John Lewis that has left me feeling incredibly stressed, disappointed, and financially impacted.

I purchased an Apple Watch Ultra 2 (valued at £769) and collected it from Bromley Waitrose. To my shock and dismay, when I opened the box, it contained only the strap and power cable—the watch itself was missing.

I immediately reported the issue to John Lewis, and they assured me that an investigation would be conducted. Despite escalating the matter to a supervisor and even reaching out to Peter Ruis, the Executive Director, in hopes of a swift and fair resolution, the response I received was disheartening. Customer service informed me that the box was delivered untampered and claimed there was nothing further they could do, effectively closing the case. This response not only dismisses my concerns but also implies that I am being dishonest. What’s even more frustrating is that the serial and IMEI numbers of the Apple Watch should make it traceable, yet no steps seem to have been taken in that direction. This outcome is unacceptable and far below the standard of service I expect from John Lewis.

This isn’t the first time I’ve encountered issues with John Lewis. A few months ago, I purchased a 77-inch LG OLED TV on a 0% finance plan. Due to a technical error on John Lewis's part, my loan was prematurely closed without my knowledge. I later discovered that my direct debits had not been processed, and the John Lewis order portal mistakenly showed the TV as returned. Despite the inconvenience, I proactively contacted John Lewis to resolve the matter in good faith, demonstrating my loyalty and integrity as a longstanding customer.

Considering these repeated issues, I had hoped for a more reasonable and respectful resolution this time. Unfortunately, this experience has shaken my trust in John Lewis. It’s disappointing that a company with such a strong reputation would handle these matters so poorly.

I’m sharing my story for others to decide whether this is an isolated incident or indicative of a larger issue with John Lewis’s customer service and accountability.

I am not happy with John Lewis

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