John Lewis generally have a reputation for customer service but unfortunately, this time round at this Kingston branch we felt let down. Instead of buying online, we chose to reserve/buy at the store (which we now see as a mistake- we should have just ordered online and collected locally). Instead, we decided to reserve a Brother sewing machine Saturday morning and was given a reservation number. We arrived in the afternoon, paid for it at the tills; went to the collection desks 15 minutes after paying and was told it wasn't ready (he normal duration between payment and pickup we are told is 15mins). Come back later said the gentlemen. We then came back 1.5hrs later and we were told that system did not recognized that we paid and it was still "reserved but not paid". We asked for our parking to be validated only to be told that only "online orders" and not reserved orders were allowed. All in all, we feel like we have been given the run around for what is, in our mind, a straightforward transaction. Overall, I can see why the stores and the high street are losingout to online places like Amazon after this experience. Unfortunately for the John Lewis brand, this has not been a positive experience for us. Disappointed.