Sharon,

Synopsis of our situation...

Aug 2018 - Purchased Samsung washer dryer from JL for £949. Was very noisy (have to shout to one another if stood next to it) and called JL/Samsung. Samsung engineer declares it okay. Progressively gets noisier to a point it is not put on at night.

Sept 2020 - Samsung washer dryer finally packs up. Out of 2 year warranty so call local repair man. He declares the machine uneconomical to fix.

Call JL to see if prepared to offer a discount on a new machine given it was just two years since last purchase. Refused and suggested instead we submit a claim under CRA but cannot use report from our repairman as not VAT registered. Need report from VAT registered company.

Replacement washer/dryer needed urgently (family of five and a new born) so purchase a John Lewis branded machine.

New machine delivered but damaged so wait for replacement to be delivered.

Sept-Oct 2020 - Many attempts made to get engineer to attend from VAT registered company without success... ongoing.

Nov 2020 - Contact JL to correct inaccuracies in an email from them and seek a sensible resolution as having problems finding a company prepared to come out. Highlighting in this email that our yearly spend in JL/Waitrose is circa £20k (bring our go to for most things) and given our problems we will withdraw our support. Response ignored this point.

Sat 14th, John Lewis machine floods the utility room. Contact JL and tell us to call Electrolux who were closed until Mon 16th. Contacted Electrolux Monday 16th and told can’t send engineer until Weds 25th with no guarantee it would be fixed then.

Return to JL to ask for help... not interested. It’s our problem. Repeated earlier offer of £130 as an alternative resolution to the Samsung washer. This is in effect £55 once the cost of original call out and removal/disposal factored in.

I would welcome your thoughts on this situation. There are many further emails and phone calls associated with this situation.