I ordered a freestanding dishwasher to replace an integrated dishwasher in a kitchen that is about to be ripped out. I paid for fitting. The engineer arrived (23 Dec) and refused to install it, said I had to pay the fee for installing an integrated dishwasher, something he alleged he could not do. I was left without the new dishwasher over Christmas. I contacted Customer Services immediately, was told they would call back to respond to complaint. They didn't. I called back on 27 Dec, was told depot closed but they'd call next day. They didn't. I called back (28 Dec) and the guy argued with me at first, saying I ordered wrong service. When I challenged, he spoke to his boss and agreed I had paid for the right service so it was their error. He said someone would call back, etc. They didn't. I called back (29 Dec) and finally got installation booked and fee refunded but not until 14 January. - I was never called back by John Lewis to offer a new fitting date - As a result I had to chase this matter up three further times, involving long and tedious phone calls, spending ages on hold while each person re-read the notes - Each time I called back the operator agreed to carry out the installation as requested but on each subsequent call the operator refused to agree the previous position. I complained to tell.us.more(at)johnlewis.co.uk. Someone rang me back from there, offered no gesture for all the inconvenience caused, and even lectured me that I should have read the terms and conditions closely. When the long-awaited delivery and installation day dawned there was a time slot of 7am - 2pm. The chap arrived at 12.00, I showed him where the machine was going. He looked around and asked where the dishwasher was. Surely he had brought it? No, he was told it was at our house. The smart Alecs at Customer Services had even managed to get these arrangements wrong. I am completely disillusioned with John Lewis after this experience. I have been a customer all my life and I have never met such inflexible and annoying behaviour as I did with this purchase. I can see that many others have shared their bad experiences on Trustpilot and that i am by no means alone. This once admirable store chain has outsourced its Customer Service operation to Capita, which has completely overturned its ethos of customer service.