So the saga continues.
I wrote to customer services asking for their reason for rejecting my review, and asking for a copy of their policy for posting online reviews. I've just received a reply. The policy question has been ignored. This is their reasoning for not posting the review:
"I am concerned to hear of the issues you have experienced with this item and sincerely apologise we were unable to approve your review. As your review made reference to the safety of the item, which is specific to your item caused by a fault, it did not accurately reflect the quality of the item."
Just extraordinary. This is Trump-level reasoning.
Incidentally, a company I recently bought something from asked me to put a review on Trust Pilot yesterday. While there, I checked how John Lewis fared. Surprisingly, they have an absolutely horrific rating of 1.5 stars. They are close to last in nearly every rating category:
Categories
John Lewis is ranked 102 out of 103 in the category Activewear
John Lewis is ranked 74 out of 75 in the category Bags and Luggage
John Lewis is ranked 1564 out of 1578 in the category Clothes & Fashion
John Lewis is ranked 1017 out of 1031 in the category Electronics
John Lewis is ranked 231 out of 235 in the category Gifts
John Lewis is ranked 2536 out of 2550 in the category Home & Garden
John Lewis is ranked 204 out of 208 in the category Shoes
John Lewis is ranked 586 out of 591 in the category Sport
John Lewis is ranked 58 out of 58 in the category Toys & Games
Looking at some of the reviews, they have serious issues with deliveries and order management. This actually accords with my own experience. I'd forgotten that when we ordered a dryer from them a couple of years ago, I sat around through their entire 7 hour delivery window, only for it not the arrive. I rang them and was told that traffic had delayed them and they've need to re-attempt the delivery another day. No phone call, no apology, nothing.
I'm pretty annoyed about the current situation. Unfortunately, I'm drowning in work at the moment or I'd make a project out of turning the screws on them.
On the plus side, they're clearly interested in solving the actual problem of the defective product.