I ordered gas hob last month via Johnlewis .com. After installed it to my kitchen with using my gas engineer, I realized, unfortunately, the gas hob was a faulty product (the safety device did not work, and could not keep a fire on). So I contacted the John Lewis customer service via Email, but never received any replies, and called to the customer service but the phone system was not working properly (end up my line was cut off at the final option several times), and I sent some emails to some different departments. Finally, I received a reply and spoke with one of the Technical support team. He advised because the hob was already installed I cannot simply return the item (that fair enough) and get a refund. To get a refund, the engineer of the manufacturer needs to visit and check the product. Some days later, the engineer checked and confirmed the product has a problem. After this confirmation, I need to send several email and phone calls, as John Lewis had not proceeded the returning process. So again after several emails and phone calls, finally the item was picked up and return to John Lewis. But I had not heard any confirmation receipt or instruction for the refund. And Finally yesterday, I have received the refund for the product, after sending many emails. As I understand, sometimes we get a faulty product as unlucky, but it must be compensated by the seller, with a smooth process, as the buyer get frustrating. I spent many hours to communicate with customers service and technical support department, but they are very poor responses. Very bad experience. And I checked the review on several website, and there are many people had similar experiences from John Lewis.