I called John Lewis customer support to check if a particular laptop was in the Oxford Circus store. I live within the Watford and Brent Cross stores but did my research to find out neither store had the specific laptop in store but online only. I asked customer support (Durham I believe) about the laptop. Dell Inspiron 15 5000 1TB 8GB £479.95 laptop. I also said it was the i5 and not the i3 version and if one was on display on shop floor. Yes JL Oxford Street store has 4 in stock and 1 on display was the reply. The support staff reserved the laptop for me. I was happy.......until I drove all the way down to Oxford Street to find out that the laptop reserved for me was a Dell laptop for £1049.00 and the laptop I wanted was not on the shop floor on display nor in stock. I wasn't amused and raised my concern over the phone with customer support whilst still in the shop askin if my original call to them was recorded bit was told it had not. A complaint was raised and I was told someone would call me back. Roughly 30 mins later I was called back only to be told if I still wanted the laptop, I would need to order it online or the support staff could do it now for me.....nothing about the fact that the info given to me was incorrect nothing in the way of an apology nothing in the way of goodwill. I explained to the staff member that I already knew the laptop was an online order but was told there was some in the Oxford Street branch aswell and on display. "Oh sorry about that but I can order one for you now". He then went on to offer me a cake voucher through the post as a goodwill gesture. I laughed. The support staff quickly hurried off the phone after I told him not to bother. Ronnie the JL staff member ce to my aid. He was very polite caring and helpful. He wanted to speak to the manager on my behalf and did so. He came back with a £50.00 gift voucher as a goodwill gesture as a way of an apology and to keep my business. Naturally I accepted. The voucher could also be used on the laptop. He ordered me a laptop to collect from another branch and went the extra mile to ensure my visit turned into a positive for JL. Thank you Ronnie and thanks to the manager for the goodwill gesture. Shame on you to the support staff that I had to deal with. You bring the brand name down with your poor attitude and mistakes. I could name names but why bother. Albeit I have spoken to customer support on numerous occasions and the previous staff have always been helpful and knowledgeable and my complaint should not reflect on those people.