I ordered a set of headphones from John Lewis online for £99. The sound quality was awful so I returned them to my local John Lewis store. I was told when I returned them that I should get a refund within 72hrs. After a week I was still waiting for my refund so I contacted their customer service team and was told it could take up to 14 days for a refund to be processed. After 17 days I contacted them again and was told they would investigate. After 20 days I complained again, as I had heard nothing from them, and copied their head office. I eventually got a phone call telling me they would finally process my refund. Terrible customer service and nobody seemed to know what was going on. They have really gone down hill in recent years.