I have always associated John Lewis with excellent customer service, but my recent experience has completely shattered that perception. I purchased a pair of earrings, only to have one of them break due to a faulty clasp, causing the heart pendant to fall off. Rather than requesting a refund or replacement, I simply asked for help in obtaining a new pendant. What followed was a frustrating cycle of generic responses from multiple customer service representatives who clearly weren’t interested in actually resolving my issue. Each response felt scripted, dismissive, and completely unhelpful. I also requested that my case be escalated, only to be told that they “don’t have the resources” to do so—an astonishing excuse for a company of this size. Instead of meaningful assistance, I was offered a £10 e-gift card as a “gesture of goodwill.” This was not about money; it was about receiving proper customer care, which John Lewis failed to provide. The lack of accountability and refusal to escalate my case is appalling. I expected far better from a company that prides itself on customer service. Based on this experience, I would seriously reconsider shopping at John Lewis again. If you value good aftercare, think twice before purchasing from them.