What went wrong, well that would be everything! Wish I had read reviews on this site and Trustpilot before ordering online with John Lewis. Customer Service is appalling. Ordered trainers for Christmas present, received wrong size. Left a query about exchange via e-mail, no response so ordered from another company. Later received an e-mail two minutes before 24 hour deadline expired saying further to our telephone conversation (what conversation??? ) a replacement had been sent. Returned original pair with an RMA number and advised Click & Collect receptionist I did not want replacement. End of story, not! Received two texts and one e-mail next day to collect trainers so decided to collect them and return them myself. Trainers sent to Waitrose by mistake but could not be found, assistant rang John Lewis who could find no trace, had been marked on system as delivered, I don't think so. After several angry e-mails I was told that trainers had been wrongly marked down on system and I would receive confirmation of receipt and refund by 30.12.16, another mistake, very angry now because I had been made out as though I was the guilty party. Received e-mail 23.12.16 showing confirmation of receipt. But four weeks later, end of January still no refund. Disgusting service and no way to test customers. John Lewis you need to shut down your on-line operation it is not fit for purpose.