I'm not going to write abusive remarks but just tell it as it is. JL Customer Service is truly appalling. Last Saturday, an adviser told me to dispose of faulty FitBit (4th one but that's not JL's fault) and refund already being processed. That was after 30+ mins of MY phone costs. This morning, after a further 30 mins, I was told product to be collected and refund not yet processed. A manager came on the phone and told me that a refund had been made in 2017!!! I asked if she had read most recent emails between us. What would a normal intelligent person expect the answer to be. Well, it wasn't, she said "No". Unbelievable. I am now waiting for another department to call me back to resolve the problem but I am not holding my breath. I have shopped at JL for 40 years and remember when it was a great organisation, I fear it is now utterly out of control and needs radical overhaul. CEO, Chair - why are you not taking action?