John Lewis has issued an apology after a customer encountered difficulties obtaining a replacement for a defective lamp. The customer, who purchased a £140 lamp from a John Lewis store during a family visit, discovered a chip in the wood base upon unpacking the item at home. When seeking a replacement, the customer was initially informed that the lamp could only be exchanged by returning it to the nearest John Lewis store, which would have required a 100-mile round trip.

The customer also reported being told that an exchange could not be made at their local Waitrose store, despite both retailers operating under the John Lewis Partnership. Following the complaint, John Lewis acknowledged that incorrect information had been provided and arranged to send a new lamp directly to the customer.

This incident highlights the challenges some customers face in accessing after-sales services, particularly when physical store visits involve significant travel. John Lewis did not specify whether any changes to the replacement policy would be implemented more broadly following the case.