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Liquidity Issues, poor connections…
I ordered a washing machine from John Lewis and paid for connection. The delivery and machine were fine but the hose connection to the cold water feed was not checked. A slow leak was not noted for several days. My kitchen suffered water damage and although it has dried out, plinths and side boards are marked and a floor covering has lifted. JL Customer Service will not take any responsibility, claiming that there is inadequate evidence. Had JL acted promptly, this would not have been the case. I also had to resend photographs which JL could not find. At one point, an inspection visit was offered a week later but the employee appeared confused that I would take steps to immediately stop the leak and prevent further damage. I was advised that the Customer Complaints Department is the highest authority and that JL does not have a formal complaints policy, nor would the CEO be interested in this abject failure. I have given one star because zero stars is not possible.
