Praise for John Lewis Bluewater

munchpot

Hi All

I'm new to the forum but would like to praise John Lewis in Bluewater for how they handled their own !!!! up.

Background: Purchased a laptop from Oxford Street store in March 2010 with 2 Year warranty. Summer 2011 hard drive failed. JL told me to bring it in and they would sort. Took laptop to Bluewater, completed forms and waited..... And waited... and waited.

Phoned store a couple of weeks later having not heard only to be told that they hadn't actually sent the laptop away for repair and it was sitting in their cupboard. I lost it with them (although remained polite) and demanded to speak to Manager. He was out but was promised a call back within the hour.

This is where they come into their own. I got the call back within the hour as promised, but not only that he started the call acknowledging that they had let me down and their actions were inexcusable. Rather than wait for a repair would I like to come to store and chose a new laptop. He gave me a couple of options, checked them out elsewhere, and set off to Bluewater.

Manager met us at store. Found out the one we actually wanted was out of stock in black so upgraded again and threw in another 2 year warranty for the inconvenience.

I swear if that man had bent over I would have seen the sun. Amazing service, yes they cocked up as all retailers can, but the way they dealt with it is what sets them apart from anyone else.

We will now always buy TV's and Laptops from JL now.

And before anyone says 'You pay extra for the service' they pricematched the original laptop with Comet and PC World.

Sorry it was long but just had to praise good service in a world of bad service. :j