I am saddened by the apparent decline of this company regarding customer service. Certainly I have been blatantly lied to by frontline staff three times in as many months and whilst each occurrence has been appropriately dealt with by senior managers I find it a disturbing trend to have happened so readily in the first place. What has brought me to review them today is that I have just tried to invoke their ‘Never Knowingly Undersold’ PriceMatch policy and I think the reasons why merit a review as it illustrates to me the decline of the company with regards customer service. I recently purchased a dishwasher from John Lewis for £749.00 Today I noticed that on Currys website I could buy it for £699. The price was £749 with a code on the same page to enter for £50 off at the checkout as it was on promotion. This was not a third party or promotional voucher from another site, or even another page on the same site. It was a material offer to buy the machine for £699 direct from the product page without leaving the Currys site. I can be bought today direct from John Lewis for £749 or direct from Currys for £699! I submitted a form online to John Lewis and had it rejected a few hours later as John Lewis price policy ‘does not cover vouchercodes'. I can appreciate John Lewis not matching codes, promotions and discounts that involve third parties but in this instance the machine could be published direct from Currys without third party involvement/vouchers for £699. The same process at John Lewis would cost £749. To me this was exactly what the ‘Never Knowingly Undersold’ policy was about - Customer assurance of paying similar £ for similar items being sold by similar firms on similar terms without the cliched Section B, paragraph 4, subsection 5c rhetoric nonsense. When I rang I was told that the issue was that a vouchercode was required and nothing could be done. I find this strict adherence to letter of the law and not spirit of the JL policy to be disturbing. Interestingly John Lewis offer free (usually £19.95) Express Delivery on this dishwasher at the moment. How? By entering a code at the checkout. Codes are acceptable when it suits it seems. (Not that Express Delivery was an option for me - not applicable to remote areas and nothing offered in lieu). The team responsible for disallowing the application will not speak to the public and I was told that I would be contacted within 48hrs. My recent experience with callbacks is that they do not happen. Very disappointed with the decline in this firm who used to have such excellent and renowned customer service. I did subsequently receive a very patronising email from John Lewis stating that: “I understand that this particular nuance might be hard to understand”. Disgusting!