DO NOT BUY FROM JOHN LEWIS! I urge anybody considering buying from John Lewis to buy elsewhere! And this is why: I brought a washing machine from John Lewis as I was under the impression that John Lewis was a major retail company that looked after their customers and would be a pleasure to buy from. How wrong I was! My washing machine was installed by a professional plumber, it was levelled to the ground and connected perfectly. Since the first use, the washing machine has banged from within the drum - sometimes at the beginning of a cycle, sometimes in the middle and always at the end. I have clearly been sold a faulty product! I contacted John Lewis within the time frame they advise that I can return my item and I am disgusted at the level of customer service I received! No one should ever be treated with as much disrespect and be helped as little as I was- not to mention how rude, obnoxious, and disinterested the customer service team at John Lewis were - especially @ Aaron Partridge and Gemma Manley! My experience has been horrendous, and especially considering my circumstances: Just a a few weeks ago, my partner had major brain surgery to remove a cancerous tumour. He lost all movement on his left hand side and is currently undergoing radiotherapy and chemotherapy treatment. When John Lewis delivered our machine, my partner wore a mask, and asked the delivery men to please wear masks - My partner explained his situation to them and asked for some help getting the machine into the kitchen considering his circumstances at the moment. They didn’t have masks to wear, and they also wore no shoe coverings and were off hand at my partner asking them to hand sanitise on their way into our house. They thought that it was acceptable to move a large and very heavy chest of drawers out of the way in order to get the machine into the kitchen and then claim that they can’t help to move it back - instead leave it in the middle of the kitchen with barely room to move. You can imagine my struggle at moving it back to the front door! John Lewis response to my concerns over the delivery of the product was that “regardless of my circumstances, masks are not mandatory anymore”. Never mind that my partner is extremely vulnerable and should he catch so much as a sniffle at the moment, he could find himself in a very serious situation. Things just got worse from here … I phoned John Lewis customer service to return my washing machine, and I explained that it is faulty, and that I’d like a refund. John Lewis told me that I need to arrange an engineer visit and have the machine taken apart, the fault found, and either repaired or replaced. I didn’t want the machine repaired (it was brand new!!) or replaced, I wanted to return it for a full refund to buy a different machine. Why was I not allowed to do this? I still don’t know the answer to that! I expressed my concern at having to have engineers visit the house, and also how difficult this would be for me to arrange at the moment - I am taking my partner to and from radiotherapy and chemotherapy treatment appointments Monday to Friday for the next six and a half weeks, and I work weekends. We have an 11 month old daughter as well! I asked John Lewis if there was anything they could do to help me - to provide an alternative resolution than having to have engineers in the house. You would assume that once someone is told they are dealing with a vulnerable cancer patient that they would not hesitate to take precautionary measures but following the shocking delivery of our product, I had my reservations! And understandably so! John Lewis refused to help me, they told me that my circumstances are irrelevant. I asked them what is going to happen if I can’t arrange an engineer visit for the next two months at least and they unbelievably told me that that would only make the situation harder to deal with. I wish anyone who tries to contact John Lewis all the luck that I can - at this point I had been on and off the phone to the customer service team for days and hours at a time - continually put on hold and the call put down on me more times than I can count on both hands. As you can imagine, with our life already turned upside down at the moment, that was all I needed! I reluctantly agreed to an engineer visit, which John Lewis claimed they had booked for me with Bosch, for the 11th. I phoned Bosch and they were gobsmacked that John Lewis had told me the information they had, and that I am within my consumer rights to be able to return my product but that John Lewis will do everything that they can to avoid this so that they don’t have to foot the bill. They also hadn’t booked a visit for me, like they had assured me and the next available visit was the 19th. I had been being put on hold for almost an hour at a time on numerous occasions while John Lewis supposedly spoke with Bosh - yet Bosch had no recollection of our faulty product or an engineer visit being booked on our behalf. I have been left having been sold a faulty product, given no help or support in rectifying the issue, given false information and lied to. My complaint with John Lewis was risen to the most senior member of staff who barely responded to me when I spoke to him, had nothing more to say than “there is nothing they can do to help me” and spent the entire phone call coughing over me as I spoke. In the midst of speaking to an unhappy customer who was asking for help partly because her partner was undergoing cancer treatment, the manager of John Lewis thought it acceptable to complain that he himself was “not very well at the moment with a cold” and his tone reflected that he couldn’t care less that I was struggling to meet his requirements in order to return the faulty product that they had sold me! I asked to speak to a senior member of staff, or for contact details of either head office or the managing director, Pippa Wicks - to which I was laughed at and told they had no contact details for and that the manager - Aaron Partridge was the highest level of staff I would be able to speak to. By the time an engineer visits on the 19th, I will have been without a washing machine for the best part of 6 weeks, through no fault of my own. I brought what I thought would be a reliable machine from a reliable store, paying over £400. The level of stress and upset that John Lewis have caused us is so upsetting, we have been reduced to tears! I don’t wish anyone have to be made to feel as unworthy and disregarded as we have by this company. *So please, don’t buy from John Lewis without caution!! *