Treat loyal customers like scum... will NEVER shop in John Lewis or any part of the Waitrose chain again. - wrote to the manager of the Ipswich store after receiving possibly the worst returns experience I've ever had in a UK store - was made to feel like criminal for returning a faulty product, which, when I looked on the store's website had attracted several bad reviews for exactly the reason I was returning it for... I posted a negative review of the product and the service I'd received on the company's website and it wasn't published (no explanation) - never received a response from the manager of the Ipswich store - which looks more like a branch of Poundland by the day - sorry Poundland, your service, stock and store management is actually far superior to John Lewis - in a bid to avoid the horrible Ipswich store, I made the mistake of purchasing online... the goods were of a poor quality, so I returned them and had to fight for nearly a month to get my money back.... endless, endless emails and calls.... dealing with customer service operatives who drone on about how your custom is important to us and then lie, lie, lie and then lie some more. I saw a Guardian article a few months ago highlighting the problems John Lewis was having with customer care.... at the end of the article John Lewis asked people to write to the head of customer services.... unfortunately the biggest problem I had was with the head of customer services' team.... great. Only the threat of writing to Sir Charlie Mayfield the chairman and the Inland Revenue seemed to shift things along... Truly sad and shocking...