Customer Service at John Lewis is appalling. We ordered a dishwasher on 2nd January, waited 23 days for it to be delivered (that was the first date they could give us). It arrived with a large dent in the side. Left to the driver of the van to inform us, we had no idea. The info was on his sheet. CS should have phoned us to inform prior to delivery - what is the point of sending it out in that condition without any prior contact with the customer to discuss? Offered a 10% discount by the driver if we took it - insulting to say the least. My husband took our old one to the tip the day before, although it was still working, which made it doubly annoying.. It then went from bad to worse. Phoned the CS number I obtained online - 0345 604 9049 (there was actually no contact number on the order form we had been given in store). Explained my story, was then informed that number is only for online purchases. We bought it in store, and there is no mention online that this number is exclusively for online orders. Told me she would redirect me to the correct department, and would give them my order number, and to hold on. A stuttering person, clearly confused, then came on the phone. Hadn't got a clue who I was, and had not been given my order number. Gave her the story and details, she said she would contact the store whilst I held on once more. I was then transferred to the main menu (?) on a loop – click 1 for this, click 2 for that…it went on and on. The stuttering girl had gone, never to be heard from again. Having shared the above on social media (Facebook), a reply from ‘Lisa’ asked me to mail them at tell.us.more@johnlewis.co.uk (a rather bizarre email address for customer services) with the above details. I did so, explaining the problem. It was acknowledged with the info that it would take at least 24 hours to get back to me. Envisaging a long, drawn out email scenario, I took to Facebook again and PM’d ‘Lisa’. She eventually responded, informing me that they had no idea it was damaged before it was dispatched! Blatantly untrue – the driver had been informed, it was on his sheet in black and white, he’d been told to offer me a discount if I took it! In retrospect, he was not in any way surprised they hadn’t contacted me. I assume he sees this scenario all the time. ‘Lisa’ tried to convince me she would forward it to a dispatch duty manager ‘to see what they can offer’. I declined, and confirmed I wanted a full refund immediately, today, or it would be escalated to my credit card company. That motivated her to phone me and take the card details – I was refunded. A severe lesson learned. Never, ever again will we buy anything whatsoever from John Lewis. Every department is flawed, inadequate and ineffective. Even the guy who ‘sold’ us the dishwasher (we actually pointed to it and told him that’s what we wanted to buy, so no hard (or even soft) sell there) seemed two bob short of a shilling, vague and uninterested. Immediately bought the same item from the Co-op, £27 cheaper, delivered in 2 days. We should have gone there before, never had any issues with the Co-op online. John Lewis - you are a disgrace. No excuses, you are truly awful. Never, ever again. I think they are surviving on their name, arrogance, smugness and the goodwill of long-term customers, but all of that is being sullied and damaged, by their terrible/late deliveries, damaged goods, horrendous CS, and staff who don’t seem to give a jot. My advice is to buy elsewhere, even if it's cheaper from JL and save yourself a lot of headaches and stress.