We purchased an integrated fridge freezer from Edinburgh branch of JL last month. We paid a £90 installation charge at the time of purchase. I was to be catering for a family party very soon so asked if the order could be marked "urgent" and was assured this was done. I was told it would take 7-10 days to arrive at their depot and as soon as it arrived I would be contacted to arrange delivery and installation. Ten days later I phoned the branch number to chase it up. After going through all the questions to get me to the correct person "to help" I was put through to Exeter where the young man told me the fridge freezer had been delivered a couple of days ago - yet no one had contacted me. He kindly said he would book me a delivery asap. The earliest available slot was 4 days later. I accepted that and asked if the shop assistant had indeed marked my order urgent? He said he could not see that any wehere on the order. Two days later, in my JL branch I went to speak to the assistant who had sold us the appliance. I told him I had not been informed the appliance had arrived at their depot and when chasing it up myself was told he had not put an urgent request on the order as he promised. He very briefly told me he had done everything I asked and walked away. The appliance was delivered 2 weeks after my order but the delivery men had no instruction to install it! He asked to see my receipt and told us the £90 we paid to have it installed was under "delivery charge" on the receipt. We knew this, and questioned it on purchase but the assistant told us"all orders over £50 are delivered free by JL and that that was how their till system worked" I was by now furious! The delivery men were very good though and said they would phone in our behalf to get it installed asap. I phoned the shop when they'd gone and was on the he phone continuously for 57 mins as once again I was put through eventually to Exeter. I was offered platitudes only by 2 managers who had no interest at all in helping get the fridge freezer fitted asap. They said the earliest slot was 5 days later. One said he would speak to a hub that dealt with installations and came back saying no joy the earliest slot was in 5 days time. I asked which hub he spoke to? He replied "I have no idea" I informed him I was in Scotland and surely he needed to speak to hub that was nearest me geographically. He said it was all the same system. I was very annoyed but more so disappointed. I thought JL's word was their bond and they were dependable. They certainly had been in the past but what on earth was happening to them? Eventually after an hour and a half I spoke to a young woman in Hamilton who was excellent she agreed it was appalling service and she'd do her best to get it fitted asap. She did her best but did not manage anything better. I was left the message that I had to wait 5 days or have my installation charge refunded and JL would pay us the cost of getting an independent tradesman to do it. Of course we could not do that in 24 hours so my husband took 3 hours off wok to install it himself and we billed JL for his time. I made an official complaint in person to the store manger in Edinburgh. He was apologetic and sympathetic and admitted JL had let us down. He checked out the notes on the order which did indeed carry an urgent request. So why did the guy in Exeter say he couldn't see it and lastly, why does a big company like JL have a system sprinting receipts that cause so much confusion to everyone. Surely, if the £90 installation charge had not been under "delivery charge" on the receipt a lot of this angst could have been avoided. Come on JL, that TV programme that was on this week shows you started with very solid principles that continue to this day but with the number of disappointing reviews out there about your service you need to get things sorted. No one wants to see JL become another casualty on our High Street.