luther d.

I have been a loyal customer of John Lewis for years. However, I recently encountered a disappointing situation during their delivery of a washer. Although it was to be fulfilled by a two-people team, one of the two deliverymen refused to bring the washer to my kitchen via the stair and instead left it outside my kitchen for over a week, even during the hot weather in June.
I am astounded by John Lewis' failure to take responsibility for their mistakes, which only further enables the deliveryman's dishonest and unethical behaviour. It is disheartening that:
* Their Duty Manager disregards the fact that the single flight of stair has never posed a safety issue for the delivery of my previous appliances, such as a washer and a heavy 85cm Chimney Cooker Hood with Baffle Filter from John Lewis.
* Their Duty Manager remains unresponsive to the photograph of the stair I provided as evidence, conveniently claiming that the stairway is steep and lacks turning space without offering any justification that is specifically substantiated.
* Their Duty Manager fails to provide what inclination degree and width of a standard stair should be for their public delivery guidance, instead relying on a so-called internal investigation and empty talk about safety to dismiss my concerns.
* Their Duty Manager chose to close the case, even though this decision contradicts John Lewis' own delivery policy which states clearly that customers living up several flights of stairs should not be an issue.
Thus, a company of John Lewis' stature shows no business ethics and willingness to refund for a service that customers have unfortunately not received.