Customer service is non-existent. My tv developed a fault. I went on the JL website and decided to use the WhatsApp method for communicating. I sent my request for help. 4 1/4 hours later I had a reply. I thought that was pretty good considering the covid-19 problems. It was the only thing I thought was good about my experience. Emily asked me to prove who I was then what I'd done to troubleshoot. I referred her back to my initial message which listed everything I had already done. That was the last I heard from Emily. 2 days later I had Samuel, who asked me to do a test that Samsung hadn't asked me to do. I did the test and reported back that there was no change. That was the last I heard from Samuel. 2 days later I had Adam, who told me they wouldn't replace the tv, even though it was just 4 months old. He told me if I returned it to them, they would refuse to accept it. They needed to send an engineer to test it and see if was faulty. I agreed to this, but was then told it could be a couple of weeks at least until an engineer could get out. I emailed their chairman, Sharon and a few other directors to let them know of the very poor service I was receiving. I had a reply saying that she would investigate and get the team to contact me. Claire called me, but Claire was not very helpful. She kept telling me I didn't know what the law was, that she works in this field and she does. I have owned and run retail businesses for 33 years and my wife has a law degree. Claire then said I couldn't have a replacement tv as I had already agreed to a repair. I had not, I told her I hadn't. She told me I had. I told her to look up the phone call and listen to it. Claire changed the subject of conversation without an apology for calling me a liar. To top it all off, Claire then asked me why I was making such a fuss over such a cheap item. I told her it was my right and if she thought the item was so cheap, why was she making such a fuss over not replacing it. She changed the conversation again. We ended the conversation with me saying I'd go back to the chairman again to see if I could get my problem resolved. She told me that I could if I wanted, but she speaks for the chairman and any correspondence I have with Sharon would come directly to her. I'm waiting for Claire to reply to my email to the chairman. I've bought lots of tech from John Lewis. The reason being I thought they had a customer service second to non. Unfortunately, the first time I have needed it, I was both right and wrong. Their customer service is second to non, but it is utterly useless. I have never been treated like this by any other company.