Utterly appalling service and customer support. Many years ago, John Lewis were known for their great service and customer support. Unfortunately this is now no longer the case, and they are hands down the worst high street retailer I have ever dealt with. To anyone thinking of ordering a made to measure product, or made to order product from John Lewis - do not do it. You have been warned. We ordered £4,000 of carpet and flooring over 2 months ago, with the promise that we'd have it fitted within 5 weeks of making the payment. It took a total of 3 entire hours on the phone and 7 days of calling everyday just to make the initial payment for our flooring after accepting the quote. Countless time on hold, unhelpful staff. Every single time we were told that somebody would call back guaranteed within 24 hours to take payment - but on all occasions, we received no call. It then because our problem to chase them, simply to pay for our order! After making payment, we were then told that everything looked good with the order and they would call back within 3 weeks to arrange a fitting date for our flooring. Surprise - nobody called. I then called them and they couldn't help me, and again I spent over an hour on the phone trying to progress the order. I called again a few days after to check progress, and was told that everything is progressing well, on order and that everything is looking to be in stock and ready for fitting very soon - and that I'd receive a call back very shortly to arrange a fitting date. The following week I received a call to say that actually they had forgotten to order the flooring altogether. So, 5 weeks after paying for the order, and being told multiple times that it is progressing well, I finally find out that the team at John Lewis hadn't in fact placed the order at all! I then received another call (and spent countless hours on the phone) being advised that another area of flooring was actually now not in stock either, and this is now expected to be fitted 3 months later than expected. At the same time as placing the flooring order (start of June), we unfortunately made the mistake of ordering a Sofa too. We were guaranteed that the fabric for this sofa was in stock and the lead time was 5 weeks from payment (early June). Of course, this still hasn't been made or delivered. After countless hours on the phone trying to progress this order over the past 8 weeks, we finally received a more positive call last week to say that everything is now in stock and that we'd receive a call specifically on the 13th August to arrange the delivery date for our sofa. We have a written guarantee of this, and due to the other mix-ups we insisted that John Lewis confirmed and guaranteed this to us in writing. They confirmed in writing that we'd be contacted on the 13th August to arrange the delivery of our sofa. One week after this promise, we have received a call to tell us that in fact the sofa / fabric is not in stock at all, and perhaps not even been ordered - directly contradicting their previous written guarantee. They now tell us that they 'expect' the sofa to be available for the end of September, with a delivery date sometime in October. Of course, we do not trust this. We have of course escalated these complaints to multiple seniors at John Lewis, but I wanted to share our experience here so that other potential customers are aware of how things are dealt with at John Lewis.