What made me happy was 50 years of great products, great service and excellent value. Its no longer the case though, withouu boring everyone with details my wife has been treat disgracefully over 6 months on a complaint about carpet Its clear to me that their complaint service process is out of control As consumers we need to call out not necessarily John Lewis per se, but the individual partners accountable for complaint handling and the the managing director responsible for maintaining quality throughout the organisation. We will get no real correction of John Lewis current failures until these people face up to their responsabilities and drive the organisation accordingly