Ordered a laptop for my grandson’s 10th birthday. He unwrapped it this morning and to his disappointment, it was clearly not new, with scratches on the casing. Attempts to exchange or return the laptop were met with unhelpful customer services persons, who not only refused to exchange or refund the item but also refused to escalate to a manager. The customer service teams are clearly outsourced as they stated themselves they were not knowledgeable about consumer rights in the UK.
I have now tried to escalate this as a complaint.
Meanwhile we have a very disappointed young man who was looking forward to using his new laptop.
I have always used John Lewis in preference to other stores. However I am going to have to consider taking my custom elsewhere.
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The John Lewis Partnership's Partners own the leading UK retail businesses - Waitrose, John Lewis and Greenbee. Our founder’s vision of a successful business powered by its people and its principles defines our unique company today. The profits and benefits created by our success are shared by all our Partners.