I've always loved John Lewis, but this experience has shattered my faith in them. On July 4th, I bought what was sold as an "ex-display" washing machine from their appliance department. When it arrived on July 9th, it was clear this wasn’t just ex-display – it was damaged. The back panel was distorted and unsecured, with grinding marks near the drum and motor. The technician who collected it even confirmed the drum had fallen loose because they’d transported it without travel bolts. Programs wouldn’t run properly either. None of this was mentioned at purchase. The store staff were empathetic. They let me put the cost toward a brand-new, more expensive machine – which I appreciated. But then the replacement arrived with a completely destroyed top panel. The outer packaging was fine, so this damage clearly happened in their warehouse or during handling. Now we get to the real frustration. After two failed deliveries, I was promised a third attempt this Monday. Then they called to say it couldn’t happen until Wednesday – because they "forgot to scan a barcode" and their own admin delay meant they couldn’t process it in time. So here we are: - It’s been **over two weeks** without a working washing machine. - Our dishwasher is plumbed in but unusable until the washer is fixed. - My family of three has spent **£30 at laundrettes**, hauling heavy bags in the rain. - John Lewis has offered **no compensation** – not even for our laundrette costs – despite knowing how this has impacted us. The staff have been polite, but they’re clearly powerless. There’s no ownership of mistakes, no urgency, no care for customers left stranded. What happened to the John Lewis that stood for quality and service? This feels like a company that’s lost its way. Until they fix how they handle problems – and actually compensate customers for tangible losses – I can’t recommend them. Heartbreakingly disappointing.