On 2 December I telephoned John Lewis to order a Bosch double oven, to replace my oven which was not working at all. The item was on the website with the instruction if I required installation I needed to place the order by phone. I phoned and placed my order, the price of the oven was £754 and I paid £20 for disposal of the old oven. I was informed that delivery and installation would be Friday 7 December and with regard to the installation I would receive a telephone call from Bosch either on the Monday or Tuesday (3/4 December) so they could take the £85 charge for installation. Having received no communication or phone call from anybody by Thursday 6 December I phoned Customer Services Department to check all was in order for delivery and installation the next day, I spoke to Joe. Joe’s initial response was he had never heard of Bosch ringing a customer direct to take payment for installation. He then put me ‘on hold’ for 20 minutes whilst he investigated. He subsequently informed me that he and a colleague had looked into the matter and that everything was set up for the following day and somebody from Bosch would ring me later that evening to confirm installation. He also said the installation charge of £85 would be waived. I think I was fully aware at that point that it wasn’t going to happen! No phone call from Bosch was received, I have to say I was not surprised. At 11.00 am Friday morning the oven was delivered, with no installer and the delivery men couldn’t take the old one away because it was still in situ. I then telephoned Head Office informing them I had a serious complaint and requested that they didn’t put me through to the general Customer Services Department as I wasn’t prepared to endlessly hold on the line. I was put through to the Escalation Team and spoke to a lady called Bethany who, having listened to all the facts, said she would look into the matter and get back to me. Because I didn’t have a working oven I requested installation no later than Monday 10 December. Bethany duly rang me back and said installation couldn’t take place until Wednesday 12 December at the earliest. She also said when she spoke to the installers (presumably Bosch) they had asked that the old oven be unplugged ready for removal. I informed her that I was unable to unplug the oven because it was wired into the mains she said she would go back to them to let them know. I settled on the installation date of Wednesday. However after putting the phone down alarm bells started to ring. Surely Bosch would know that an oven of this nature cannot simply be unplugged and would need to be done by a qualified installer.. I was also unhappy about waiting even longer for it to be installed. I phoned Bethany back and cancelled the installation. It was agreed that I will contact her when my old oven is ready for collection (as I have paid for disposal). So this brings me to sum up this whole experience. No formal confirmation of my order by email or promised follow up contact from Bosch, Trying to obtain direct line numbers or email addresses for senior management is nigh on impossible. Having to wait a long time holding on when dealing with Customer Services - a more acceptable approach would be to take a customer’s number and ring them back. Being told something will happen and it doesn’t- don’t promise customers that something will happen when it clearly won’t. I for one would find it very difficult to put my trust in ever ordering anything from John Lewis based on this recent farce. It is well documented that this company has struggled in recent times with sales/profit and they have recently rebranded as John Lewis and Partners. I don’t think any rebranding or changing names will help a company who don’t seem to be able to get anything right. If there is anything positive to say about this whole experience is the people I spoke to in Customer Services - Joe and Bethany - were polite. Like other people on this site I wouldn’t have scored even one star. Also is anybody at John Lewis taking note of this feedback. I have sent an email to Paula Nickolas, MD, t I had to try and have an educated guess at her email address. Will she read it, I think not, it will probably be ‘fielded’ to the Customer Services Team for a ‘conciliatory’ response. UPDATE TO MY ORIGINAL LISTING: For anybody who read my original review as above. I think I was correct in my complaint email being fielded. Here is the response I received : Are they listening and taking on board all these serious customer complaints I think not!!! Response: ""Hello Mrs Hassal, Thank you for your email to our Managing Director, Paula Nickolds. I understand you would prefer to be contacted directly from Paula Nickolds, but she has charged me to respond on her behalf. However, I would like to reassure you that I will keep her fully updated. Our Managing Director see's all letters and emails that is sent in to her, however, she has dedicated my Director Relations team as Case Managers to respond and acknowledge all correspondence. I am so sorry that your recent experience hasn't been a positive one, and I do appreciate you bringing this to my attention. It is clear from your email that we have failed to deliver a high level of customer service on this occasion and I would like to offer you my sincere apologies. As confirmed, you can give me a call when you are ready for collection. Or, if you have any further queries please do not hesitate to contact. Yours sincerely, Bethany Director Relations Case Manager John Lewis & Partners""