Having always shopped at John Lewis, safe in the knowledge that if ever I had a problem with any goods purchased, it would be resolved. However, this is no longer the case! Having spent thousands with John Lewis over the last 2 years alone, having completely refurbished my property from scratch, I thought that when a problem with an integrated Zanussi Fridge/Freezer purchased last year occurred a few weeks ago, that the problem would be dealt with and resolved. How wrong was I? The engineer visited and I was told that the circuit board was faulty and he therefore, replaced it, but said that in order to complete the repair, I had to defrost the entire unit for 24 hours with both doors open. So, what happens to my food you may ask? It gets spoiled, that's what! John Lewis accept NO responsibility for loss of food in a fridge or a freezer as it is stated in their terms and conditions that they accept no liability for this. This is what a particularly ignorant individual in their customer service team, Gurmet, who, in her droning, monotonous voice kept repeating as if she was some sort of robot. Her only advice to me was that I defrost it when I have less food in it! What sort of advice is that? She continually talked over the top of me and would not listen to what I was saying because as far as I am concerned, if a product is under guarantee, the consumer should not incur any loss whatsoever - regardless of their policy. Sometimes, it is just common sense to waive such ridiculous terms. She also kept harping on that their terms and conditions complied with Trading Standards. Not sure, in this instance, how accurate that is. I also asked what if I didn't defrost the appliance and her answer was "well, the engineer will have to visit again". Eventually, as I felt like punching this condescending idiot, I hung up and since then, I have sent two emails, but of course, to date, they have been ignored. So, anybody thinking that John Lewis is a safe bet to purchase any goods from, I strongly advise you to think again. They are utterly useless! I expect they'll reply and repeat themselves again regarding their terms and conditions, or they'll complain that I've used an individual's name. Why, I don't know because this is a review site and any seeing as John Lewis do not reply to my emails regarding a complaint about a staff member, then they should be named and shamed on public review sites.