Bad is not even bad enough to rate this company at the moment!! Absolutely flabbergasted at the lack of customer service .. one individual has just had the audacity to put the phone down on me because I insisted on talking to a manager. I have been holding on for 15 minutes now whilst someone is trying to 'look into my case' agaiin! On 6 July 2019 my husband & I ordered a television and a washing machine for my mother in law who lives just outside Glasgow. As we live in London, and having ordered numerous things from John Lewis over the years, we thought that this would be the most foolproof way of getting quality goods to her with a quality service. On 13 July 2019 the television was duly delivered in the morning with no problems whatsoever .. the courteous & efficient service we have come to expect. At 17.45 I get a phone call from my very upset mother in law to say that they are there with the washing machine but cannot fit it; we had paid for the machine to be fitted and the old machine removed. Apparently the delivery men were unable to fit the machine because there were no jubiliee clips and they didn't carry them ????? My mother in law had been told that they could leave the machine in the middle of her very small kitchen or alternatively in the middle of her not much bigger hallway!!!!! At 78yrs old she was severely stressed by all of this. Long story short I spoke to the delivery men who said they could take it away & I would receive a total refund for the washing machine. As it was the only alternative I agreed to this and was reassured several times that John Lewis would be in contact with me to issue the refund. On 23 July I emailed John Lewis as I had heard nothing; no response. This led to a series of phone calls over the last few weeks; each time I was reassured that a refund would be organised and that somebody would call me back to action this. It will be of no surprise given the context of my review that no-one has ever called me back. Today at 15.20 I called again and spoke to a man who got rather irritated, to put it mildly, at my insistence on speaking to a manager - he repeatedly said that the manager would only tell me the same thing. His customer service skills were exemplary & his training obviously has been very robust as he PUT THE PHONE DOWN ON ME! I called back and asked to speak to a manager, this time I was transferred and after 2 more transfers I was speaking to someone in Finance who wanted to refund the money! At last someone who wanted to do what I have been asking them to do for all of these weeks. After 32 minutes on the telephone today, as far as I am aware, that refund has been transferred to me ... if it hasn't I will be back on here to update. For your information I was given a case number a few weeks ago - the lady in the Finance Section looked up the case number, just out of interest, as she didn't understand why I hadn't been refunded ..... SOMEONE HAD CLOSED MY CASE ON 07.08.19 ... I WOULD NEVER HAVE RECEIVED THAT PROMISED PHONE CALL, LET ALONE MY MONEY!!!!!!!!!!!!!! I am hoping that this is now the end of a diabolical fiasco. I am sorry to say that John Lewis will never get another penny of my money; the treatment of my mother in law that the delivery drivers saw no problem in dealing out & the down right lies I have been spun over the last few weeks have put paid to that. When I initially contacted John Lewis to request a full refund I was promised a one off payment to make up for the total inconvenience and lack of service that we experienced, obviously that has not been forthcoming either. A cynical view maybe, but John Lewis have been earning interest on my money for 5 weeks (6 weeks by the time I receive my refund), are sales really that bad that you need to put off refunding customers who are not sold what they were promised to earn thousands & thousands in interest? Surely this illegal - it is certainly totally & utterly immoral. What a terrible shame that a company that was respected by so many for the level of service has sunk to such low levels.