We ordered a John Lewis washing machine to replace an integrated Bosch washer-dryer paying extra for installation and removal. Two men came on the 7th September. They mostly installed it but failed to fix the door back on. The door was on the wrong way around with holes where they needed to put hinges. They told me to get wood resin from B&Q fill the holes wait 48 hours and phone John Lewis installation again to finish the job which would only take 15 minutes. We were also told that this was a common problem. I managed to get the wood filler and fill the holes. I phoned and a new 'delivery' was agreed. I had to wait in for this. They did not arrive. I missed a call from a john lewis number. I phoned and was asked what I wanted as it was a general customer service line. I was late for work by this time, missing a meeting. It took a long time to find that they had gone to the wrong address. An old address where we had lived in the past. I was given another number to phone. Many explanations later a new delivery has been arranged. If this is a common problem why do the installers not have wood resin? Or warn you that installation may not happen on the day but require two visits? Why do they not arrange the follow up visit themselves but get the customer to waste so much time? Why not have some awareness of this issue in the customer service system such that endless explanations are not required at each stage with misunderstandings easily creeping in. And why, having delivered a machine to the correct address, would the completion of the partial installation of that machine be sent to a different address?