I recently made a claim under the 5 year guarantee when a TV stopped working. John Lewis arranged for a local TV repair company to visit and inspect the TV. It was declared non repairable due to a screen problem and John Lewis told me they could not find an exact replacement so they would refund the purchase price (when they had collected the TV) and I could order another TV as there system wouldn't let them reorder and let me pay the difference. Then the problems began. The TV was eventually collected after numerous calls from me to arrange a collection date. Each time you call John Lewis you are on hold for at least 15 minutes before you get through to someone. I explained I no longer held the card on which I made the original purchase - no problem I was asked for the new card number and was told the refund would be made to the new card. 1 week later no refund. More calls to be told due to an error the refund action had been cancelled??? person could not explain why. Being solution focused I remained calm after being assured a refund would be instigated today. Then the problems really started. I asked them to confirm they were putting the refund onto the card details which I was asked for last week. I was told it was going onto the original card a card which was terminated 3 years ago! and the old bank would sort matters out. It took a further 30 minutes of negotiating and then speaking with a Manager (I had to insist and insist on speaking to a manager) that I was eventually told the refund would be made onto the new card within 3 to 5 days. A terrible experience which in all has take 3 hours on the phone over a 10 day period to sort out. I have always like John Lewis products and stores but this has completely changed my opinion. John Lewis has lost there main selling point of brilliant customer service. So many other retailers offer much better customer focus when things go wrong. I will not be ordering any major purchases in the future. I understand problems occur but it's how they are dealt with that matters and in a timely manner