I have regularly bought high value electricals and electronics from John Lewis in the past. I tried to buy a large freezer from John Lewis online today. There is a £60 off deal if you are exchanging your old freezer, which I thought would cover next day delivery and old appliance disposal charges. JL's website would not accept or process the offer, so I called JL to make the purchase on the phone. After a lot of time wasted waiting and then faffing about, the JL sales person said that she could not help me further as she could not apply the quoted offer or remedy the issue in another way. I asked to speak to a Manager, she said that no one was available but I could call another number for help. With the prospect of waiting in another phone que and having to go through the whole rigmarole again, I declined and said that I would go elsewhere. The whole experience turned from early optimism to it leaving a nasy taste. John Lewis lost a £600 sale today and my original plan to buy a high spec professional iPad from them before Christmas will now not involve John Lewis. All as a result if their appalling customer service. I am not at all surprised that JL are having problems in the retail marketplace.