I have been a customer of my local John Lewis store for nearly fifty years and in that time I have always felt that I received good service and quality products from them. I suppose that this is because I never really had a problem with anything I bought from them. All this changed 4 weeks ago when I ordered a washing machine from them for which I requested next day delivery and paid for the removal of my old machine and the installation of the new one. Unfortunately the very unpleasant young man who arrived to carry out this work decided that he was not able to install a new machine. No explanation was given for this, although I must point out that two days later I had an identical machine installed by Curry’s without any problem. I must confess that I became increasingly angry with his attitude and when he told me he couldn’t install the machine I told him I didn’t want it. Throughout the time that he and his colleague were in my house the new washing machine was still on the van. I had used my Partnership card for this purchase and did not anticipate the difficulties of getting the charge for this item removed from my card. I made several calls to customer services only to be told that a refund could only be made once the item was back in the warehouse. The fact that I had never even received the washing machine was ignored. Advised on several occasions that it would take up to five working days for the refund to be made to my account. It actually took 3 weeks. At one point I received an email to inform me that the machine would be picked up on a certain day. I replied to say that I did not have the machine but this was ignored and I duly received a phone call from a driver telling me they would be arriving in 20 minutes. Funnily enough he didn’t seem too surprised when I told him I didn’t have the machine. On the day that I discovered that my account was up to date I paid the outstanding amount and cancelled my Partnership card. John Lewis have just lost yet another customer.