John Lewis

Website and delivery were fine - the problems only begun when we unpacked our new washer dryer. There were three completely separate points of damage, none of which had happened in transit, as all were near the corners and were covered by very strong and undamaged outer packaging. There were broken pieces, missing pieces of broken plastic and a loose piece of broken plastic that we never did identify.

My husband telephoned John Lewis around 15 minutes after delivery and was just told that they'd contact us within 48 hours to arrange a new delivery for around a week's time. There was no apology whatsoever. At this point we'd only discovered one lot of damage - 10 minutes later he phoned back to report more damage and ask for a reasonable redelivery date. Eventually, after 15 minutes on the phone and their refusal to call anyone more senior to the phone in spite of repeated requests, they went from 7 days to 4 and then possibly 2 and said they would ring back to confirm.

24 hours later and still no phone call, so he phoned again. Redelivery had gone back up by a day and they still couldn't confirm but would ring back later with confirmation.

Waited several more hours for return phone call - none came. At this point, we logged onto the website to check the order details there and found that it now showed another full payment had been taken from the credit card for a second machine - nearly £1000! At this point, husband phoned yet again.

Finally got confirmation of the redelivery and assurances that a second payment has not been taken although the website account details say it has. Apparently, the online system just appears to take another payment! Obviously we'll be making sure that's the case.

Appalling customer service - won't be buying anthing for home delivery from John Lewis again. All this hassle just to try and obtain something which we have paid them nearly £1000 for.

NEVER AGAIN!