Please Customers if you are thinking of buying anything from John Lewis PLC please read the reviews of there former customers on this or any other website before you buy anything from John Lewis’s Stores around the UK. If I followed this advice trust me I wouldn’t even be on this website saying anything negative about them as a new customer. Please new customers please stay away from this company, do not do business with them or touch them with barge-pole because I have discovered just recently they are crooks in Sheep’s clothing and you want to know why let me just cut my bad experience with this company quite briefly, one day during April of this year 2015 I saw a mini Lenovo keyboard touchpad Laptop which they was selling on their website for a reasonable price based on the quality of the item. So on the 18th April I decided to purchase the item on-line and two days later I received it by courier delivered. When I used the item it was working correctly like it supposed too for about five months then all of a sudden the keypads on the keyboard stop working and then it started to went slow, and when I used a wireless mouse it didn’t respond with the Laptop either. The only thing that functions on the Laptop okay was the touch screen. By this time I realised that something was quite wrong with the item and it is now become defective and I could not keep the item in that condition that it was now in especially it was no fault of my own. So in November I decided to go to one of their stores for the first time which is nearer to where I live which was at Westfield Shopping Centre Stratford and I brought the item there to get either a exchange or a refund on my item depending if the same item is selling in the store which I had already had and going to the store was more convenient for me to sort this problem out. When I got to the Store and finally found Customer Service within the store and I spoke to one guy who was the only guy there in the department and I told him the problem why I was here and I would be very grateful if I could have a refund on my item. He said it does not deal with Computer or IT enquires and I have to go back downstairs to talk to technical support and let them help me with my enquires and I said supposed if they can’t help me with my enquiry and they send me back up here to receive a refund what do I do then I asked him, because it was big store I didn’t want to be running backwards and forward like the Mad Hatter trying get my enquiries sorted out. He told me if you have word with technical support within the store they will able to offer you a repair service for your item and I looked at him and said a repair service for a item that I had just bought seven months ago and that’s not what I read on copy of my receipt regarding electrical or IT items being faulty. Now when I heard this I thought this cannot be correct regarding the company policy within the store because repairs should only refer to people really if the item is insured if item not insured a repair service does not apply to them. The reason why I know this because I used to work in retail high street stores which is no different like John Lewis PLC and whenever I and my former colleagues had to sell insurances a repair service depending on what the item is would be included in the insurance and even till now that policy still stands like that till now with product insurances. So just to find out if this policy was true with all IT or products with John Lewis PLC I went back downstairs to see technical support regarding my defective item, as I reach there it was quite busy but lucky enough I didn’t have to wait too long because they was enough staff in that department to serve the customers. When I expected to get excellent customer service especially within High Quality Company like John Lewis in this Technical Support department based on my enquiry that is not what I received. As I am always a customer who always observe the customer service in everything especially a retail store that I do shopping in. The Lady that served me when I spoken to her at technical support that her colleague upstairs at customer service send me here regarding my defective item and when I went and explained what was wrong with this item and how her colleague in customer service upstairs say’s that company offers free repair service even though item is not insured. All the lady did as customer service advisor who was serving me with my enquiry she plainly went on backed up what her colleague said upstairs without offering any options with proper advice based on my defective item. Which is pretty dangerous within the customer service environment because the reason why I said this because it’s very important to offer options with advice based on the products that the customer has purchased and the products that they decide to return if it’s faulty especially if it’s within the money back guarantee and if Retailers want to reduce bad feedback, reviews or complaints. This Customer Service Advisor within technical support while she was serving me as she already know by now that my item is seven months old she didn’t even offer me options of a exchange, replacement or refund on the item or if I decide to repair my defective item for free of charge she didn’t even warn me about the catch, that if I choose to repair the item on the 12 months guarantee and if the item became faulty again after its first repair say several months later, you can return back to us which is John Lewis but there is one catch though you won’t be able to have the item repaired for free if the item become faulty again when 12 months guarantee runs out. Which this incident more than likely to happen with any defective item especially with any technology items whether old or new that has been handed in for repairs because they never quite the same after these items being tampered with. Now that I given my item for repairs even though I did not want this option at all, but because the advisor didn’t give me any options that I needed to refuse this repair service. That is why the item has gone into repairs and plus if I wanted back my money in the first place they wouldn’t give me back my money back anyway even though I’m entitle to it because I realise since this incident has happened and I discovered this website and Trust pilot I realised I am not the only person they ripped off they have ripped off a lot of other customers with their money whether on-line or whether within their stores by not giving back the customers back there money when most of their items are defective within the 12 months guarantee. People if you don’t know already this company John Lewis is crooked and they are real crooks and thieves in sheep’s clothing and I warn you one more time if you don’t want find yourself out of pocket please stay away from any of their stores if you can help it because there products and services that they are selling to the public are not worth any of your money. Goodbye to you former and new customers and have a good day. From Miss Maria Allen from Enfield Middlesex.