For the second time John Lewis failed to pass on information about how to deliver to our property which is up a steep drive. We ordered a fridge last year. We specifically rang them up before ordering to ask if they were able to deliver the item. We would have totally understood if they had said no. But they said of course, they could deliver in small van. The customer service told me what to do when I ordered the item. But on the day of delivery the item came in the bigger lorry. Poor driver was very keen to try to get the fridge up but not possible. Hours on the phone bascially being lied to as each customer service person told a different story. A second failed delivery, more phone calls. Eventually we got our fridge. We had been without a firdge for two weeks as they had taken our old one away on the first delivery attempt as they were sure they could get the fridge to us. No apologies. So you would think I would have learnt my lesson. However, when our washing machine broke down last week and with money tight after Christmas I was keen to use a large some of JL gift vouchers to reduce the outlay. Again made sure information about needing a small van passed on. Rang customer services. Was assured would be ok. Yesterday driver turned up to deliver in 7t lorry! Rang number given, 1hr waiting..no joy. Rang customer services, they can't do anything we have to wait to get through to the number. Apparently they are experiencing a high volume of calls. No surprise there then!!! Will not be using again for any large items. Will use companies who have a better service.