Bought 65" inch tv from "the reputable" John Lewis. Delivery arranged between 2pm and 9pm. Driver rang about 1.40pm to say they will be there in 20 to 30 mins. My husband took half day off work and arrived at 2pm. Delivery arrived soon afterwards. They made a mess with polystyrene everywhere and took tv out of box on its side which was worrying in case it bent anything. They then realised that there was no lead with the tv. They rang JL customer service and were told by person on the phone, take the tv away if customer doesnt want it!!!!! The delivery chap said that the customer wants the tv. They left. We rang the shop and were told that someone will call back once they find the lead. We received call 45 mins later from someone else who asked "what lead did we want?!!" I explained the lead that should have come with the tv. 45 mins later, no call so we called them to be told that they had found a lead and that it will done today as I explained that I have taken half day off work and am here waiting and am too busy tomorrow. I phoned again in 45 mins to ask if they could tell me when someone will arrive and they said that he will be leaving in about 35 mins and he will come and install tv. I asked if I could have the installers number incase he didnt turn up as by that time the shop will be closed. I was told that nothing will go wrong as he will be passing our way to go home. An hour later I received call from the installer to say that he can,t come as he is not insured to come and do anything at our house after work hours or carry the "magic cable / lead" in his vehicle!!! It was appearing that John Lewis have policies for everything else but policies on customer relations and service!! Following conversation, we now have to take time off work to wait to hear from them tomorrow morning for them to come and install the tv. We have have promised that someone will ring no later than 9.30am and then come as soon as possible after ( not that we are holding our breath). We thought JL were renowned for their customer service but we are unable to agree with this as this is not the first time that this kind of thing has happened. We understand that sometimes things go wrong but then the saviour is usually how the issue is resolved but on this instance, having given them the benefit of the doubt from our last bad experience with them, things have gone from bad to worse!! Lets wait and see what happens tomorrow.