AEG RKB63221DX Freestanding Fridge – Order number246112632 On 21 May I ordered a fridge from John Lewis and paid the price in full by credit card. I was sent an e-mail with a delivery date of Friday 22 May 2020. The fridge was not delivered on that day so late afternoon I contacted John Lewis customer service to be told that the fridge was still in some hub somewhere and would not now be delivered until the following Tuesday 26 May. There was no prior notification of the non delivery and you claim to provide world class customer service. However, the representative I spoke to did say some goodwill gesture would be provided. When the goods arrived on 26 May I realised in my haste that I had ordered an integral fridge and not a free standing model. I contacted John Lewis and arranged an exchange for the item detailed above. I was charged £29.95 as an unwanted goods charge, the only action that John Lewis has taken with any urgency. On 26 May after the exchange was agreed I received an e-mail stating that delivery would be on Thursday 4 June – advising that the product will be delivered directly by the manufacturer or their courier. Once again with no advance notification by this so called world class customer service, the item was not delivered. On 4 June I contacted John Lewis customer services, the result being told that the manufacturer would be in contact with me later that day or first thing the next morning. To try and hurry the solution along I contacted the supplier direct, only to be asked for the reference number John Lewis had given me – I was never given any number. Contacted John Lewis again about this reference number and was told to wait until the manufacturer made contact. On 5 June I contacted John Lewis customer service, the result being told that the manufacturer would be in contact with me later that day. Nothing heard by 4pm so I contacted John Lewis customer services again to be told to be patient as the call could come anytime up to 2000 hours. At lunchtime on 6 June I contacted John Lewis customer services and was told that the carriers and bookings department had not informed the manufacturer of the order and again the end result was that I was told the manufacturer would be in contact with me within 48hours. At lunchtime on 8 June I contacted John Lewis customer services and was told that the breakdown in communication was down to the omni suppliers orders team but guess what, the manufacturer would be in contact with me later that day. On 9 June I contacted John Lewis head office number and found myself speaking to a customer services representative who began to explain the difficulties about my location in the country and the courier company struggling with drivers etc. and to wait for the courier company to contact me . Ever felt you were getting nowhere and no-one cares? Especially the world class John Lewis customer services department! On Thursday 11 June, a white transit van stopped outside my house and a man shouted to me, “are you waiting on a fridge”. What joy; contact with the couriers at last, pity there was no prior contact as I was promised endlessly by so many different customer services personnel. The fridge was damaged. I spoke to the delivery driver who said he would stop by and collect the damaged goods when he finished his deliveries, but true to form he never showed up. I was not impressed with hi-value white goods being transported alongside a grubby lawn mower covered in grass cuttings and by the time taken to unload the item it was obviously not strapped down. I again contacted John Lewis who asked me to take some photographs of the damage and forward them, which I did. On Friday 12 June I received an e-mail from the Omni Supplier Orders Department. It stated they had sent on the images I forwarded to them to their supplier and has asked them to arrange a replacement and the pick-up of the damaged item as soon as possible. Good to know John Lewis is capable of two-way communication and it is not totally reliant on the customer to do all the chasing. On 16 June I contacted John Lewis customer services and was appalled to be told that nothing else would be done about the delivery of the fridge until the 19 June. What is that about! Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. I have contacted you on numerous occasions and, despite your advice that the manufacturer will contact me they did not. As the seller, you are responsible for the delivery of this fridge, my contract is with John Lewis not the manufacturer. I know we are in difficult times, but that does not justify such shoddy customer service. Through your failure to deliver this item you have put more stress and anxiety on myself and my wife as more frequent shopping trips were necessary due to having no fridge. Over the years I have spent a lot of money with John Lewis and have always been impressed with the customer service but this sorry episode far outweighs any positive customer service in the past. Do I need to remind you that you have had my money since the 16 May 2020. Absolutely disgraceful. After such extremely poor treatment I would normally expect some recompense, but this saga has driven me to despair; just give me my fridge and show as if you care for your customers. James Anderson