We have bought a couple of high ticket items from JL now. In both cases when they broke/weren't up to standard the customer service was extremely poor. The most recent item was carpet which after about a year has loads of piling despite it being labelled extra heavy wear. It takes about 15 min to get through to the customer service then they don't know what the last person has done so you have to explain/wait all over again. Despite it being an open complaint they have never once contacted me and so I am having to do all the work. They also haven't taken responsibility in either case, saying essentially that they're the middle man, when the whole reason people go to JL is that they expect higher quality items and to avoid this sort of nonsense. I wouldn't shop there for anything expensive again as there is neither customer care nor quality in terms of the products.