Sarah B.

I bought my apple laptop from John Lewis in 2021 with a 2 year warranty. The keypad became faulty. I phoned John Lewis and was told to return the item to my local Waitrose. I was given no tracking number or QR code.

Waitrose explained that the John lewis customer service has been outsourced and they don't understand their protocols.

After an hour on the phone I managed to give John Lewis a tracking number from Waitrose.

2 days later I received an email saying the item cannot be refunded and was on its way back to me via DHL.

When I spoke to John Lewis Customer Service they said that the laptop was on its way back to me, as they connect give me a refund. I explained that the product was faulty and that I didn't want a refund but that it needed to be looked at by their technical team as it was faulty, I was told to return it to them when i received it back.

The laptop has never arrived, this was over a month ago. The tracking number from DHL does not work and JL assured me it was collected. I phoned customer service every few days. They say they will look into it but never do. Effectively John Lewis has lost my laptop and with my identity. John Lewis have taken no responsibility for this issue. Or done anything to resolve it. Each time i phone i am told the same thing but there is no progress.

I now have no laptop, no compensation and no way of speaking to anyone that can help resolve matters.

I would think very seriously about purchasing an expensive item from John Lewis again as their customer service is completely incompetent, unhelpful. I have been left without a laptop and with no one i can speak to who will resolve the issue.