I bought a £1,300 TV from John Lewis specifically because of their reputation for customer service.

Within a few months, the screen developed two obvious permanent yellow patches. John Lewis sent it to Martin Dawes, who claimed the marks were caused by “external pressure”. The TV has never been dropped, struck or subjected to any accidental damage while in our possession.

Despite this, John Lewis has refused to repair, replace or refund it and has incredibly quoted £1,145.44 for a new screen. I have asked repeatedly for the full engineer’s report, photographs and evidence showing how they concluded the damage was caused by us, but have only been given a one-line statement.

I have now been told I should pay for my own independent engineer if I want to challenge their decision.

For a TV only a few months old, this is appalling after-sales service and completely undermines the reason I chose John Lewis in the first place.