Wolf in sheeps clothing

I have shopped at John Lewis for a number of years now, the main reason being the expertise of their staff, large choice of goods and up until now excellent customer service.

So what changed?

I purchased a John Lewis fridge and freezer, two separate units costing me over £600. I went for John Lewis brand hoping that should I have any issues they would come good and sort them out.

Well after 3 years the freezer starts playing up, I contact the store where I purchased it and was told, you will need to pay £75 for engineer to come out and check it, but its only 3 years old, for £300 surely it should last longer, no its out of warranty.

I checked with johnlewis.com, asked me to contact the manufacturer, errr it says John Lewis on it, oh then its Electrolux, ok so I contact them, several calls and just an answerphone, really frustrating.

So I email customer complaints, they reply saying you have to speak to the store you purchased it from, excellent back to square one.

Finally I decide to take the hit, I'll get someone to come and look at it cheaper than £75, turns out that they can't get the parts for this freezer as only Electrolux have rights to them, fantastic.

Well John Lewis, I still come to your store to browse now and then, and accidentally knock over the odd £30 item, still a few more to go before we are even, actually that was a joke but you see where I am coming from, someone has to take action and start caring about the brand that used to be number one in my eyes.