John Lewis Review

Overall Rating

Bought a 50" Samsung Tv from JL on 22/11/08 - Screen went completely Kapput nearly four weeks ago. Jl were gr8 when I first contacted them, told me that they would sort everything out, would arrange for a loan tv etc whilst it was taken in for repair. Got a phone call the next day to say that the info I had been given was wrong and that I had to sort this out with Samsung myself. Several phone calls later, TV was arranged to be picked up 6 days later by a Samsung rep. Turns out it needed a complete new screen. JL were infinitely unhelpful and surly and downright rude. To cut a long story short, I'm still without a TV, Samsung can't get a part for a TV that was just under 9 months old when it went wrong. The repair company have returned the TV unrepaired and JL have agreed to exchange it - (I chose a different make!) They arranged to deliver the new TV and take the broken one away on 3/9/09 - (nearly four weeks later!) Got up to a phone call left on hubbies answerphone to say that they won't be delivering afterall. Further calls later and none returned calls managed to speak with Customer Care who were gr8 (Having said that,they've all been gr8 and understanding but completely wrong info being given out constantly, to the point that I was hearing one thing from the repair centre, one thing from Samsung and to top it all JL were saying something compl;etely different too) The woman promised that they're getting the Tv shipped up from Milton Keynes overnight and are paying for a courier to deliver it on the 4/9/09. I shan't hold my breath! I have always shopped at JL because they represent quality that is second to none. I've never been treated like this ever by JL and am extremely disappointed. One call handler said I should have read the small print in the T&C's.......I DID AND I HAD, AND WE READ THEM TOGETHER WHILST SHE LOOKED AT THE SAME T&C'S AS ME AND ACCEPTED THAT THEIR REASONABLE TIME TO REPAIR OF 28DAYS, WASN'T EVEN LISTED WITHIN THEM!!!! Get a grip JL, you're losing good and respected customers. Your quality of service has fallen well below what one would expect from minimum standards let alone the pride you used to take in your excellent service to customers. This has been none existent in my case and I will certainly be thinking twice before shopping for a large item from you again in the future. ALSO READERS, STAY CLEAR OF THE SAMSUNG TV'S - I bought a 50" screen in September 2008 for our bedroom, it had to go back because the screen broke after a few days of use..........that's two 50" Tv's broken down one in two weeks and one in 9 months. Maybe I'm just unlucky but I've opted for an LG this time. Even Samsung rang 30 mins after I'd arranged a replacement with JL to say that their screen would take ages to arrive for repair and that they would replace it instead.......I wouldn't touch Samsung with a Bargepole!!!!!! So I kindly and politely refused their kind offer and patiently await my replacement from JL, with the full intention of steering well clear of Samsung in the future.