The plastic handle on our freezer door handle snapped off leaving a jagged edge which injured my hand. Although it was just out of warrantry, this should have resulted in an apology for substandard goods and a more robust replacement. Sadly, our experience with John Lewis customer services only made matters worse. In the first place it was impossible to get an answer by phone, using the number in the manual which came with the freezer so, I returned the broken part to their customer services in Cheadle. After three weeks, when I did not receive a reply I wrote again including copy of the original letter. I requested a letter or phone call. Instead John Lewis emailed me ( presumably locating this in old records), denying receipt of the original parcel, and giving me a phone number which after two 15 minute waits, went unanswered. I replied to the email asking for the courtesy of a phone call, only to receive another unsigned email repeating the need to phone technical service. This lack of courtesy only added to the dissatisfaction with the poor quality of the goods. I finally reached technical services, only to be told that I needed to contact the manufacturers myself, Electrolux, and pay for a spare part. We did not know this was an Electrolux freezer until then as it carries a John Lewis brand. I asked for details of complaint department which I was not given, being asked to contact the original technical services. This begged all kind of questions. Why do John Lewis not take responsibility for the quality of the goods you sell under your brand name? It is surely normal practice for the seller of goods to accept such responsibility. If I needed to contact the manufacturers why didn’t customer services tell me that in the first place? Why don’t customer services give their names when they send emails, and why can’t they give me the courtesy of a phone call? I finally obtained an email for complaints from an internet site. After a few days we received a phone call. The caller insisted John Lewis had nothing to reproach themselves with. He told me he was the highest authority in John Lewis complaints and there was no one else I could take the complaint to. Like other reviewers who have had trouble communicating with this company, we grieve for what used to be a well respected brand.