Ordered a Zanussi Fridge and agreed delivery. Received all of the appropriate communication, including the night before scheduled delivery advising a 15:00 to 17:00 window. Great! Cleared space, arranged for removal of old fridge this intended to replace, and on the morning of delivery (at 08:28) received confirmation that delivery under way and re-confirming delivery window and advising that driver would contact 30 minutes prior to arrival..... By 16:45 had heard nothing until call came (OK I thought - better a bit later than forecast but at least a fridge) "sorry, but traffic has been heavy and running late and won't be able to deliver today". No alternative offered - left to me to try to sort out an alternative. For the record I sorted out in the most appropriate way and told them to keep their fridge! I work in a customer focused environment, and we would have shifted heaven and earth to ensure that even if late, we would have got the product to our customer, even if it meant sending out another van or a manager - but clearly not the John Lewis ethos! To have let it get as late as they did to make contact is both unprofessional and unforgivable.