advice needed over broken tv

[shona]

I might be in the minority but I think John Lewis customer service has really gone down hill. They recently tried to charge me £50 more in store than something on line and gave the excuse their systems in store were not up to date. They didn't believe me at first when I showed them what it said on line but when they realised codes matched they gave me back £50. When I asked for an apology the term 'punter' was used. When I then went on to look at reviews on customer service there were a lot of bad reviews.

[Endeavour]

Agree completely. A big plus for JL for years was their never knowingly undersold guarantee. It does have associated terms and conditions, as it doesn't price match with online retailers, but we've had a couple of occasions where we were able to find something locally at a lower price and they went to extraordinary lengths to get out of refunding the difference. In both cases we took items back to JL and got a refund, and then bought at the cheaper store. What really irked though, was we looked over the next few days to see if they had reduced their prices to be in line with the cheaper retailer and they hadn't done so.

I think a lot of customers trust the never knowingly undersold guarantee, and as a result JL's practices now abuse that trust, resulting in them frequently being undersold!