On the 18th of December I placed an order for a dishwasher to be delivered on the 22nd of December using the offer of free express delivery. I later noticed that other companies such as AO and Currys were offering this for free, but in any case I liked the product and the price. Whilst progressing with the order I saw that I could not book pick-up of the old item with express delivery. So, I had to book the pick up of the old item separately on the phone for a different day. I was given a different order number for that and I was told I would be contacted for confirmation and payment. The day after I received a text message with a confirmation for the delivery. On Monday late afternoon (5pm) John Lewis sent me an e-mail. I saw this in the evening. The e-mail simply said that my order had been cancelled. No further explanation. Obviously I needed this item urgently. So I called John Lewis and after a bit of confusion they were able to tell me that it had taken them 4 days (two full working days) to realize that there was no stock of the item! This is already bad, but to send an e-mail without an explanation and an apology and also suggestions on what to do, it is appalling. In fact, the customer service should have called me an discuss what alternative they could offer. Anyway, whilst on the phone, I decided to order another dishwasher with delivery the 24th. On Tuesday morning (today) I phoned them asking to check their warehouse and confirm that there were no problems. I was told that they had to check with Indesit and they had to come back to me. I received no call from John Lewis. Likely, Indesit called confirming the delivery. I then realized that nobody had called me to confirm the pick up of the old item. I called again and after a long searching on their system I was told that the order for the pick up had not been set up correctly. So, we had to do all this again and finally I had also a confirmation for the pick up. I sent an e-mail saying how bad all this is, but customer service simply sent a few words of apology saying that these things can happen in busy period. It can happen to them, not to well organized companies. And even when it happens, a customer expect a support team to have the courtesy to call them and offer alternatives! Do not buy from John Lewis for a home delivery. If something goes wrong, the customer support and after sale service simply does not exist. In addition to that: They charge for a two days delivery. Most companies would do this free of charge. When booking the express delivery they are unable to combine this with a pick up of the old item: this is unheard of. If the delivery is done by them, they will not give you a morning or afternoon slot, but a whole day delivery. They do not send a text before hand as many companies do. Again, I would strongly advise not to use John Lewis for any home delivery. For electrical goods, AO is far more reliable, and I believe Currys is also better. Where does the reputation come from?!