When they get it wrong, they don't like it when you tell them, as I was told this morning by a customer services senior person that she was 'disappointed by my email'! Not that I had to write it because of their incompetence but she was disappointed I had sent it! A week apparently is not long enough to get her act together after I had been told she would phone me in two days! They full story: I'd tried to purchase my wedding dress! So you can imagine the need for them to get it right and why I thought they'd be a good store to go to for reliability. Sadly, they didn't turn out to be. The first lady I spoke to on the phone to order the dress to be delivered to store, set it up to be sent to my home address which had been inputted wrongly and not fully. I called to tell John Lewis. The second lady that was dealing with me then cancelled my order and said 'it was the last one and so I have sent you a refund'! The tone was not sympathetic just factual. I asked to speak to her superior, she didn't put me through and tried to sort it out herself, I told her I wanted to speak to her superior but to no avail and she told me effectively (in a tone implying I should be being grateful for her assistance) that she would get the dress sent to a different address, as I can't have it sent to store... The dress never arrived on the expected day of Wednesday, so I called and was told on the Thursday that it was with the driver for delivery that day. Thursday came and went and still no dress and so on Friday I called and received the bad news that as there was only one it would be shipped back to the supplier and it had been sent back to the West Midlands depot beforehand and that sadly was it, the dress was gone! It was suggested that I write an email to the complaints department and I should receive a voucher by way of an apology. I did this and informed them that I still thought they could pull it back and get the dress, as originally requested delivered to the store the following day. I got the usual reply email of 'thanks for your email, here's your case number and we'll get back to you in 24hrs'. 24 hrs came and went and then 48hrs later I received a phone call from Marie. Marie informed she would investigate this but because she was working on the Sunday, she would not be in on the Monday and therefore, she'd pass it over to a colleague. I informed Marie that I had since got another dress and the urgency was no longer there. She said she would therefore call me on the Tuesday. Tuesday came and went. So on the Sunday a whole week later, I wrote another email stating that 'I was now beyond disappointment' and gave my reasons for feeling like this. Marie the next day being Monday called me back and one of the first things she said to me was she 'was disappointed by my email'! This pressed my button and demonstrated to me that John Lewis don't care about their customers in the way they think they do! My email was short and sweet, it only informed of factual information of how time and time again they as a customer service department had failed to keep their own set timeframes. Marie was supposed to be a more senior customer service representative and she spoke to a customer in such a way. Apparently, she thinks that she told me she would write to me and informed that she had written to me on the Wednesday. So, I don't see how she thinks that I would have received that the day before on the Tuesday. Her tone was condescending and almost lending its self to none of it was her fault and I should just accept her incompetence as help! Even stating that I should give it a couple of days. I think a week to be more than a couple of days but as I had not received the letter she claims to have written to me and I have not received an email informing me a letter had been sent. All I have received from John Lewis is disappointment from the majority of staff I spoke to on the phones. Apparently, I should expect a phone call again though to ensure that I do receive her letter and this should happen on Wednesday of this week. I won't hold my breath and nor do I expect Marie to be polite or apologetic, if she calls! I have to add, if I ever shop from John Lewis again it will be in store only and I will want to take the item there and then. When things go wrong John Lewis doesn't appear to have the staff to resolve the issues or the processes. Customer service was supposed to be your thing John Lewis! The differential that set you apart from the others. You have now lost my custom which included my wedding list etc. Sadly, having spoken to friends and family about this, it seems they too have had issues and it would seem according to this and other websites, so have other people! Keep going like this John Lewis and your competition will finish you off which honestly makes me sad!