It’s not a problem with John Lewis itself, it’s the dispatch companies (theirs is based in Northampton ) and delivery companies they use . I am afraid there are clearly some dishonest staff working there, possibly extra staff taken on in the run-up to Christmas , as I have had problems at this time of year twice - just now, in late November 2022 and in December 2020. Both problems involved luxury items intended as gifts, both Chanel perfumes. In 2020 the item wasn’t delivered to my home, I had to chase up the package ( the abysmal Hermes had a huge number of complaints at that time). Eventually the 3 bottles of perfume arrived, obviously had been taken out of protective packaging , transferred to a flimsy plastic bag and posted through the door where they promptly all smashed to pieces. Someone had clearly tampered with the goods. I have just now picked up a package from Waitrose in Richmond which was meant to contain 2 items. The box was secure, properly sealed etc. When I opened the box, one item was missing. Guess what? A large bottle of Chanel EDT. It had not been packed with the other item despite the order and returns form showing it was there. I phoned JLewis complaints department and they were sympathetic, will pursue the complaint, and I am likely to get a refund/ replacement in the next week. This is too much to be a coincidence, though, and John Lewisneeds to thoroughly investigate what is going on in the dispatch centres and delivery firms which represent them. Clearly there some employees, possibly temporary staff, who are , not to put too fine a point on it, stealing certain types of item. The company is being scammed, as is the customer.