Homini Vorax;

In response to Karen:
On 30.01.2026, I opened Case-30385530, which remains unresolved. I decided to reopen the matter under a new case, CASE-30500246, but this has since gone "missing" from my account dashboard—which is very convenient for the John Lewis support team.

Karen, the problem is that your team is exercising "toxic positivity." When a customer expects a merit-based discussion, they are dismissed by people who clearly do not care about the technical aspects of the device they are supposed to be assisting with. Your staff keep customers on the line, transferring them between "specialists" or "agents" who provide no resolution beyond what is written in their script.

It is this total lack of accountability, followed by an absence of decision-making skills, that makes after-sales interaction with John Lewis worse than anything I have experienced with a retailer in the last decade.

I bought a Samsung TV S90D online. Knowing that the tech needs time to break in, I paid attention to how the panel behaves. I started noticing vertical banding and the dirty screen effect within darker colours, like near-black greys and navy. I took pictures and presented the issue to a John Lewis agent; the agent recognised the issue and booked me an appointment for a repair collection.
The TV was collected by Martin Dawes - Doncaster, but they didn't fix it because it did "not show any faults with the TV under normal watching conditions as set by the manufacturer" — a very dismissive and lazy response. The TV was sent back to me unfixed. I contacted JL again as I wanted to exercise my consumer rights, but I've been told that if the "engineers" see no fault, then it means the unit is good.
I was still appointed a different service centre (10/02/26) — Yorkshire Multi Media Services from Bradford. The "engineer" came by for 3 minutes, used the fancy built-in test patterns, used the toilet, and left, saying he would send a report within a week. He probably sent it to JL with a claim that there's nothing wrong with it. Over a week later, there has been no communication — nothing besides a survey sent out by JL asking how happy I am with the repair service provided.
My advice to anyone buying: stay away from retailers, brands, and services that do not exercise merit, have no standards, and keep doing the bare minimum of what we as consumers expect them to do.
Footnote: It is also worth noting that the extra John Lewis warranty is absolutely pointless if they cannot provide the correct service or support even within the first year of purchase. A multi-year guarantee holds no value if the retailer refuses to acknowledge clear hardware defects.

Samsung QDOLED TV collected for warranty repair with vertical banding / dirty screen effect recognised as fault by both Samsung and retailer agents. MD - Doncaster refuses to fix it because "..do not show any faults with the TV under normal watching conditions as set by the manufacturer", when I ask for the "conditions" I get the same response "we see no fault".

I’ve been buying certain cat food for my little beasts for months now. No issues with availability and the pricing beats the competition. The orders are always on time. There’s nothing more I could ask for while shopping online.

The service is easy to use, prices are very good and you get your key within 30min