Like other reviewers on this website, I have made the decision to never deal with John Lewis again - this is despite having been a loyal customer over many years. The most recent episode can only be described as the straw that broke the camels back .... We visited the Glasgow store and ordered some flooring for 2 separate rooms in the house. We went through the order in detail with the sales assistant in store and confirmed what we wanted to order by showing him the specific flooring in the display books. He didn't know how to arrange for the Edinburgh store fitters to fit the flooring therefore we agreed John Lewis would supply the flooring only. (Turns out this was the one good thing - John Lewis had wanted to charge us £95 per room despite these being 2 small bathrooms - a local fitter has now completed the work for a total cost of £60) We had to wait 3 weeks for the flooring to be delivered (a local firm has since managed to order and supply flooring in 2 days). The items were delivered by courier and left in the safe place we had agreed. We opened the flooring packaging the night before the items were to be fitted and discovered that one item was severely damaged and had a long score down the middle of the flooring and that John Lewis had delivered the wrong item for the second room. We checked the John lewis website which advises Customer Services can be contacted up until midnight, 7 days a week. We telephoned that evening and held for sometime before the call was answered - transpires they could not help us over the phone as the order had been placed in store. We were told we would have to telephone the store ourselves during normal opening hours - the 'helpline' could not even take our name and nature of complaint and arrange for someone to call us back. I emailed the CEO of John Lewis that night and asked that she arrange for the matter to be investigated and that someone telephone me on my mobile number to agree how we could resolve the matter. No telephone call was received so later the next day I tried to telephone the Glasgow store. The automated system gave me the option to request to be put through to the flooring department and each time I tried this the call rang out, it asked me to hold then it cut me off. Eventually I telephone the store switchboard. The person there managed to transfer me to Alan who had been asked to deal with my email. Alan advised he had tried to call me however had done so on my home number despite me specifically asking for a call on the mobile I had provided. Alan advised he would have the damaged and incorrect order collected and asked me to try and select the correct item from an online page - I wasn't happy to do this as I needed to be sure the correct colour of flooring was ordered. He then confirmed that even if they knew the correct flooring to order it would take another 3 weeks for the replacement items to arrive. I was unwilling to wait that long so he advised he would refund the cost of the items to me. I then queried why this had happened, why wrong items had been delivered, why quality was not checked before delivery etc etc. Alan said he would investigate. He contacted me by email later in the week and made a number of excuses / apologies however it was clear there was to be no proper explanation. He offered me £30 John Lewis gift voucher as compensation. I responded to advise I found £30 low given the time I had sent having to phone and chase John Lewis, the inconvenience and the complete disregard for customer care. His response was more or less 'take it or leave it' I responded just after 11am to advise I would take the £30 however that would be the last £30 I would spend in John Lewis, I then forwarded his chain of emails to the CEO office again as I felt it important that she is aware of how customers are treated by staff acting in her name. This time I received a response from 'James' - he was even more unhelpful and unprofessional than the first member of staff I have waited 5 days and the gift vouchers have not turned up so I have emailed again. James responded to advise they only post vouchers on a Tuesday or a Friday morning and that as I hadn't emailed them until Friday afternoon I had missed the post. I have emailed to point out that I did email at 11.17am which was Friday morning. James has now claimed that they send the vouchers 'start of day' on a Tuesday and a Friday. It is quite clear that the staff employed in 'Customer Services' in John Lewis just makes things up as they go along - they have no desire to actually understand what caused the initial issue and take steps to learn from it and ensure future reoccurrences are avoided. It really concerns me that they claim to be acting on behalf of the CEO and yet the tone and manner in which they deal with customers is verging on rude and obstructive. If they really are acting in the way that the CEO of John Lewis approves of then this explains why there has been such a dramatic decline in the level of customer care and service being offered to loyal customers. This loyal customer will let her wallet do the talking and from now on I will never purchase from this organisation again