What on earth has happened to John Lewis?!? I'm stunned by my shockingly bad experience with them, which has left me stressed, upset and disgusted. They are hiding behind their 'out-of-UK' customer service offering which is appallingly bad and combative. I'm just really really shocked. We purchased a washer dryer in July 2023, which developed a fault in August 2024. We were delighted to discover we had a 2 year warranty on the item. John Lewis at that stage then pushed us onto Hoover to deal with, despite the fact that our contract is with JL. So, on the first engineer visit, the Hoover engineer advised us immediately and without much investigation that the drum had cracked due to a 'high heat wash' (??), so the drum would need to be replaced. Second visit some weeks later (drum was out of stock), this was replaced and the engineer repeated the concern about a 'high heat wash'. Within a couple of weeks, the machine was leaking yet again, but specifically in the last 30 minutes of a 2 hour mixed cycle wash - and this was intermittent which was always the case. The first engineer hadn't witnessed the fault when he made his initial diagnosis. Yet another engineer visit was organised (the 3rd one), where he said he couldn't wait long enough to witness the fault, and declared the machine 'fixed'. He said he would advise taking photos/video of the leaks to substantiate the fault if we are still unhappy. Guess what, machine is still leaking and we are now over 2 months from the first notification of the fault to JL. We have photos. We've now had 3 engineer visits and issue not resolved. On advice, I email JL on 16/10 advising that I am requesting a refund under the Consumer Rights Act, as the item is not fit for purpose, and attach detailed photos of the leaks. Immediately, I receive a call from their customer services on 17/10, suggesting they were keen to resolve this but needed yet another engineer visit, which they outsourced to another engineer who was due to visit on 24/10. This visit was re-confirmed by the engineer on the 23/10, but then cancelled on the morning of 24/10. So, yet another call to JL customer services yesterday, where their rep agreed that this was enough, understood why I was angry and frustrated and that he would be organising a refund as requested. But I had to expect an email from Hoover that afternoon in order to expedite the refund. I thanked him profusely, was so relieved and he was delighted he had helped me. Guess - no email from Hoover. I call JL yet again today (over an hour-long call hanging on as he talked it through with colleagues), then he transfers me to someone in Hoover who asks 'I've been told by JL that you want to speak to me - how can I help you?' He explains that JL just passed the call through to him as I needed to 'explain my problem to them.' He also says that JL are trying to shy from their responsibilities as the retailer and said I had rights with the retailer under the Consumer Rights Act, which I said I've already exercised, and he said I needed to phone JL again. By this point I've had enough. I call JL yet again and oddly I get the same person. I repeat that I was told yesterday that I would receive a refund and was told I was mistaken as the 'notes didn't say that.' He said that couldn't possibly have happened. So, I'm being told that I'm lying?!? Things started to get heated as he was raising his voice, talking over the top of me and it's up to Hoover to 'give them an uplift code', which is why he says he passed me to Hoover. He said they would have to witness the fault through another engineer's visit - by this time I've really had enough, explaining the fault is intermittent, the engineer won't wait to witness the fault. I end the call, because by this point I'm on the verge of tears. Here's my issue - The responsibility here with this item lies with JL as the retailer, but they offload that at every opportunity to Hoover despite offering a '2 year guarantee'. I have MASSIVE problem being told that I was 'mistaken' about what I was told on yesterday's phone call because their written notes don't reflect what was discussed. They are kidding?!? So, I'm lying about being told I was going to receive a refund?? 'I'm going to arrange a refund for you' - what's unclear about that?? Which part of that did I misunderstand?!? So JL are now implying their customers are lying??! I also have huge problem with a conversation with a customer service rep who became combative. I've had enough after nearly 3 months of trying to resolve this. I'm left with a washer/dryer that's not fit for purpose and I'm out of pocket. Shame on you John Lewis. It's the beginning of the end for this company if those are the tactics you are using.