This was seriously the worst online experience I've ever had. I also run an ecommerce department so I know first hand how poor they have been. I ordered a suit for £350 but there was an error on the order. I called to amend and the girl said she would cancel and start again. I said fine but only if the money on the card was untouched. She assured me this was the case and no hold had been put on it. She put it through again but was pretty clueless and made an error, selecting 5 day delivery instead of 24 hour despite me specifying several times. I told her to change it but she said she couldn't and would have to cancel again. Again she assured me the money wasn't held. I asked to speak to someone else as she was obviously untrained and she refused. I insisted and she said no! I hung up and redialled, by this time pretty angry. The next woman said the money would have been placed on hold for 24 hours (omg now £700) and would be taken this time. I had to put it on another card now up to £950. She was much better and sorted it. 48 hours later the held money still hadn't gone in and my bank explained it was 7 days. 7 days in January of £700 sat in space. Oh but it gets better, the suit arrived and it was just the jacket - the trousers were missing. I. Was. Livid!!! It was for a time sensitive occasion so I called again and they couldn't get me the trousers in time so I had to buy a suit elsewhere so I'm now at £1200 out my account for a £350 suit. Sent it back via Waitrose and it has got lost in the system. The man told me 3-5 days to get back, it's now 7 days. I've sent them all the returns proof and asked they just refund me (Marks and Spencer are very good at this) and they have refused, several times, and have said I have to wait 14 days, despite this awful experience. I will never shop there again and urge others not to. Amazon and M&S have always excelled at customer service and I would have assumed John Lewis would be the same. Nothing could be further from the truth. I do online shopping a lot and have headed up several online businesses and this is by far the worst.