I ordered a washing machine from John Lewis on 20 Mar, with installation and removal service and John Lewis' Added Care extended insurance. The item was set for delivery on 30 Mar. On 30 Mar, John Lewis' delivery driver came, but the driver found that the front of the washing machine was actually damaged. I did not get an answer to the question as to how could a washing machine with a damaged front could have been loaded for delivery. But I was told by the driver that I would get a call back from John Lewis. I was told that there could be another delivery the same day. But I did not get a call back from John Lewis. Instead, I called John Lewis at 0955, only to be told that the customer service person could not tell me anything! I called again at 1235. The person whom I spoke to was only able to read the order to me. I have know what was ordered, and do not need to be told what I had ordered! When I asked about when another washing machine could be delivered, I was dismissively told that the only option is 14 Apr, and there is nothing else that can be done nor to talk about. I complained about this but I received nothing other than platitudes. I received 3 e-mails from 3 separate John Lewis staff to the effect of confirming that the order would be delivered on 7 Apr, and that there is nothing else that can be done. Today, at 0915, John Lewis' delivery driver arrived with a washing machine, but I was told that there will be no installation and removal. I was told by the driver that nothing can be done, and that someone will ring me back in 30 minutes. I was pressured into accepting the washing machine as-is. I called John Lewis' customer service at 0937, while the driver was still present. I was assured once again, that I will receive a phone call in the next 30 minutes. I did not receive a phone call from John Lewis. I called John Lewis' customer service again at 1055. I was told that I would receive a call back by 1130. The person whom I spoke to said that once the item has been installed, I can discuss compensation with John Lewis. But I did not receive a phone call back from John Lewis by 1130 either. I called again at 1238. This time, I was told that the soonest would be 15 April. The person whom I spoke to said that she would speak to her manager about possibility of getting an earlier date, and that I would be contacted. By 1400, as I had not heard back, I called John Lewis' customer service again. I was able to see delivery date of 14 Apr being offered on johnlewis.com. I enquired about the earlier delivery date previously discussed. The person whom I spoke to told me that the earlier date is 14 Apr, and that there is nothing else that can be done and there are no managers with whom to discuss this either. The person said that an e-mail would be sent to me immediately acknowledging the poor customer service that I have encountered and that there is nothing that can be done. However, this e-mail did not arrive. I believe I have been consistently and structurally lied to by John Lewis. I have taken 2 days off work to receive the goods and services from John Lewis. Not only that the delivery has failed, I have been effectively told that such is life doing business with John Lewis and that there is nothing to be done nor discussed! I now await again John Lewis' performance of the delivery of goods and services ordered.