I purchased three appliances from John Lewis online. On February 1, 2022, we purchased an AEG dishwasher and a Bosch Fridge Freezer for a combined total of £1378, delivery scheduled for 24 February. On 1 March 2022, I purchased a Bosch dishwasher for £549, delivery scheduled 8 March.
I'm sure that the products are great, as I've always had good experiences with these brands. In fact, I can now confirm that the dishwasher and the washing machine are fine. However, this relates to John Lewis' abysmal customer service skills. The Fridge Freezer was defective and did not work. This was particularly troublesome as we had no alternative means of refrigerating or keeping our food having moved to a new house. John Lewis insisted that I had to have a Bosch engineer physically inspect the product before I could get a replacement. This could not occur according to Bosch until March 15th! Fortunately, they were able to come out (finally) on the 10th and spend less than 10 minutes telling me, yes, indeed, the fridge does not work and is defective and needs to be replaced. There are copious notes of my multiple conversations with JL's customer service and technical departments. I’ve lost countless hours and money spending wasted time on dealing with this issue. JL's attention to this problem was and remains unacceptable.
Whilst they hold your money for these purchases, instead of immediately remedying the situation by sending a new fridge and taking the one that doesn’t work away, they require one to wait nearly a month to have a working fridge (something that has not yet happened). All this, knowing I had no refrigerator and a family with small children. They should have the common sense and decency to understand that a fridge / freezer is a necessity for keeping and storing food stocks in modern times. It is not acceptable to treat the product like any other product under the Consumer Rights Act where you have a 30-day grace period to remedy it.
Apparently, the only option I had as a customer in this country is to spend additional out of pocket to purchase a new fridge and have it delivered right away and then wait for JL to issue a refund once they finally got around to having Bosch tell them the fridge does not work, as if they were unable to accept my word for it. If I had known how utterly vacuous JL's service would be in this regard, I would have done that straight away. But, I wrongly assumed that they could make rational, intelligent decisions for themselves that were customer-centric, instead of corporate office focused.
To date, I still don’t have a working refrigerator having been strung along within the 30-day grace period to wait for a replacement. JL did not even have the foresight or will (economically or otherwise) to simply hire a truck for a special delivery. In America this would have been resolved WITHIN 14 HOURS and I would have had a working Fridge on the 25th of February a day after realizing this one did not work - no questions asked. Of course, I understand, it is much cheaper to have a full team of customer service specialists to tell a customer “so sorry,” rather than spend additional money to solve a problem. Brilliant. No thanks for the service. Abysmal.