I have name changed for this because I don't want it linking to my usual account. Sorry if this is long and boring. I'd appreciate any opinions on wwyd or to hear if anyone else has had my experience.
Background: I live in a rural location that is difficult to access, my house is very old with a spring water supply. We have problems getting deliveries of appliances and have used John Lewis for many items as they have told us they have no problem coming to our property or working with the private water supply etc.
I have an ongoing problem with a JL dishwasher that was installed 30 months ago. The behaviour of the installation engineer was appalling. The driver struggled to get the vehicle to our property and the engineer worked himself into a rage. I heard a commotion on our lane and went down to see the engineer pushing the driver and calling him a 'cripple'. I videoed the incident and took the driver into the house with me and made him tea. I locked the engineer out until he calmed down and then he fitted the machine. During the fitting he encountered. problem with the water supply and again became enraged, he removed his shirt and fitted the dishwasher bare chested (it was not a hot day) cursing and being unpleasant. After they left I forwarded the video to JL and was compensated £50 voucher and got an apology and assured 'retraining' was occurring. I was told he had an important night out planned and the installation made him late due to the difficult location and fitting.
It was repaired twice for what google informed us was a 'known fault' under warranty. It then broke again and was repaired 'as a gesture of goodwill". When it went again I requested a refund and was given a part exchange on a new dishwasher with them covering the majority of the cost and the removal costs. That was booked for this morning.
I received a call that they would arrive in 40 mins and reminded them about the access, he sighed and said he knew nothing about it. They arrived and I opened the door and the driver (not the same one) started to push passed me into the house. I stopped him and asked him if he had any ID (he was wearing a yellow tabard and I couldn't see a JL uniform). The Engineer then came forward and said they didn't carry ID, what did I think they were going to do and they'd already called me. He then started kicking wellingtons around in the porch and asked if that was the only access. I confirmed it was and took them into the kitchen and showed them where the dishwasher was. I'd emptied the cupboard where the electric and water connects but he started pulling stuff out of another cupboard and said "This is no good, you've got a problem here". By this point I was irritated that he still hadn't said hello, told me his name, asked me where the dishwasher connected and that he was throwing clean tea towels on the floor. I replied "No, I have a faulty dishwasher for you to take away, and I have informed JL of all the problems with access and the installation and they said it was all fine, so I think it is JL problem".
He then accused me of shouting at him (I didn't raise my voice at all) and being "All off on the back foot at me" I said I didn't know what he was talking about and he replied "You think you're a special single lady" (WTF?) Then he ranted for several minutes "It's not just abut you, I am uncomfortable with your accusations, I am not doing this", actually stamped his foot and stormed out. When I looked out 5 mins later he was gone.
After they'd left I had a panic attack and feel really unwell now, it all seems completely bizarre. We have had hundreds of deliveries with no problems, I have never been accused of being aggressive by any one else in my life.
I spoke to the Contact Centre and they have raised an investigation. Meanwhile JL have my money and my dishwasher and are saying they don't know how long it will take to resolve.
Any ideas? I can't make head nor tail of it all. I wasn't aggressive, I didn't shout, what on earth is going on?