I paid more for the clothes dryer at John Lewis because of their reputation for good customer service. This was a mistake The item arrived faulty and was replaced - so far so good. I was then asked to return the faulty item which I tried to do 5 times. The courier service just didn't arrive and gave no explanation. John Lewis hounded me for the return and threatened to charge me for the faulty item they had provided. I explained the problem but their customer service representatives seemed unable to divert from a prescribed pathway of just repeating the same action again and again - sending me a link to the same courier service that didn't pick up. Eventually I got the item back to them - presumably so they could put it into the bin - but I won't be using John Lewis again.