It’s a long saga, so I will try to keep it brief. I bought a washer dryer from John Lewis, which never worked correctly from the start. I endured two years of engineer after engineer calling and in that time my machine was fitted with various new parts, including the electronics board replaced twice and the motor replaced twice. They refused to give me a new machine. Each time I rang their customer service I spent long periods on hold. One call lasted almost two hours, at the end of which they promised to replace the machine if the next repair was unsuccessful. The next repair was unsuccessful, so I rang expecting them to honour their promise of a new machine. They denied it ! During many of the calls to customer service, I would be hanging on for endless periods and then be cut off. Meaning I would have to be in the queue again and then have to start from scratch explaining the whole sorry saga to someone new. I eventually wrote to their managing director, hoping to get the problem dealt with. Someone from customer service rang and couldn’t have been less helpful. Eventually I threatened legal action and was told I could have a resolution settlement of £150. By this time I had been almost 2 1/2 years without a washing machine that worked adequately and was now not working at all as a result of the latest ‘repair’. I had had enough and accepted the offer of £150 for a new machine. I ordered a new machine In December and paid the additional sum. Several weeks later the new machine arrived. The drivers dismantled my old machine and put it on the van. They started to unpack the new item and I noticed it was silver, I had ordered a white machine. It was also a different model. They took it back and I eventually spoke to customer service again. The second delivery arrived two weeks later. As the drivers were bringing it in, I remarked that I hoped it was a white machine, not silver again. No, it wasn’t silver, it was BLACK this time and a different model again. I was at the end of my tether ! I rang customer service and they said I could have a refund. But for some reason the resolution settlement had now dropped from £150 to £96 !! I was livid, I have spent 2 1/2 years trying to get a washing machine that works, endless hours speaking to their customer service people, hours at home waiting for mechanics to call and delivery drivers, not to mention what I have spent at the laundrette. I eventually got them to reinstate the promised £150 and refund the additional sum. Needless to say I took that money elsewhere and have now got a new machine from Curry’s. I will never purchase anything from John Lewis again. The wonderful John Lewis customer service is a complete myth, it is appalling and in this day and age, when we see so many major retailers collapsing and going into liquidation I find John Lewis’ cavalier attitude towards their customers is quite incredible. Sadly it seems the lowest rating I can give on here is one star, they don’t even deserve that !