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Reviews (1)

John Lewis

Well beyond expectation with customer service on a delicate matter.

I've had recent experience John Lewis customer service and to be honest they eventually surpassed my expectations. My mum and dad had purchased a tumble dryer on line which had broken down after 11 months. It was situated in a garage and unfortunately mice had got in and damaged the inside. There had
been no evidence of rodent damage in the garage previous to that. Anyway briefly, my sister phoned to see if anything could be done on the Monday. I felt she had been fobbed of with a cursory "items kept in a garage are not covered by the guarantee and in any case rodent damage is not accidental damage that is covered by the guarantee". So far not so good. However when I phoned on Tuesday, they did conceed after about 30 minutes that the garage was ok (full insulated, double glazed etc) but were still stating that the rodent damage wasn't covered. After explaining the household situation, Dad terminally ill with leukaemia, mum unable to dry washing on radiators because it affected his breathing, being midwinter and the rain not stopping (or so it felt in December) unable to dry washing outside it was an untenable situation. Although legally we probably didn't have a leg to stand on with regard to a solution, John Lewis left a message to phone them. By the Thursday they had offered due to the circumstances as a gesture of goodwill a new tumble dryer free of charge. They couldn't replace the exact model (out of stock) but offered 2 alternatives that were similar in terms of price and ability. That was £500 of goodwill which meant so much to my dad and mum. I will definetely be shopping at John Lewis again. And so will my mum.

Sarah Ball´s profile

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Sarah Ball
United Kingdom