John Lewis Kingston refused to hand over my laptop to my mother who came into the store as a huge favour to me with the reference number and I.d especially to collect it. She is a huge fan of John Lewis, Sorry WAS and was dealt with really badly. The store refused to call me to check if this was ok and then left her hanging for half an hour until she found a floor manager who couldn’t find an assistant to help either. When I phoned the technical number I had (impossible for myself or the technical call centre to reach Kingston store) they said they would send an email immediately to Kingston for them to call me. It is only possible to call the call centre can only pass on information like robots, impossible to speak to a manager or anyone instore. Kingston said to me when they initially rang that if they sent the laptop back it would be uninsured. The only way I could retrieve it was if I went and collected it. Very inconvenient. When I phoned the next day, i was told the call centre had left my email in a queue and that it had never been sent as they were too busy! It obviously still hasn’t as I’m still waiting for that call and a response to my ini complaint made on the 22nd of November. We are now the 25th... i would advise future customers to look at the trust pilot reviews which are really bad and show how this store has stopped valuing its customers. When I took the laptop in someone was complaining and when I went to collect. There are not enough people dealing with customers in technical support and they are really not very helpful when they finall do. It’s a shame but I certainly won’t be rushing back!