I bought an £850 office chair from John Lewis with a full/comprehensive 12-year warranty. 6 years in and the chair has failed completely and they are refusing to repair it or replace/refund despite the manufacturer comfirming that the chair is covered in that warranty but that I have to deal with the retailer. I am constantly fobbed off by John Lewis, they never read their emails (they admitted there is a 7-day wait for email response - it's laughable) and when you phone them they are rude and say that they are "doing their best" rather than actually dealing with the issue. It's a disgrace how far this company has fallen from its original reputation, probably best if it went to the wall like so many others.