I bought a TV from John Lewis in March 2015. It came with an extended five-year guarantee, which I topped up with the store’s accidental damage cover.

Last November, the TV developed a fault. John Lewis attempted to fix it but, when it couldn’t, it offered a full refund for both the TV and the added cover – a total of £418. I thought this was amazing and had so much faith in John Lewis that I purchased a replacement instantly and assumed that the refund would be processed before Christmas.

It is now more than nine weeks later and I’ve still received nothing. I’ve contacted the company so many times via online chat, email and over the phone, but I’m getting nowhere.
AM, Hayes

We have been getting a few letters recently bemoaning an alleged lack of customer care at John Lewis and, in particular, its inability to call customers back as promised. A decade ago this would have been unheard of. Happily, a call to John Lewis’s HQ has got things moving, and your refund is on its way which it has rounded up to £500. It says it is “very sorry for the delay and the unnecessary inconvenience caused”.

In August, John Lewis said it was ending a contract with Capita to run some of its call centres, and was taking its customer services all back in-house. We reported in 2015 that this was not going well. What possessed the store to outsource it in the first place?

We welcome letters but cannot answer individually. Email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to terms and conditions


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