John Lewis, really disappointed that you have changed and all of the failings. I was in the process of doing an order, I entered my payment details but did not confirm and did not go ahead. The item as of today is still showing in my basket, despite this john lewis has debited the money from my account, this was not a cheap item, it was an item of several hundred pounds. So I have no order, cause there was no purchase, yet John Lewis have my money. I was told to send an email with evidence that it is john lewis that has debited the money from my bank and I did so. The automated response in black and white says john lewis aim to get back to you within 24hours, I had not heard anything for about 22hours and I called, as several hundred pounds is missing from my account which I cannot use to purchase the item I want. I explained the issue and the response by this lady in 'customer service' was to tell me aim to get back to you in 48 hours, your email will be picked up. I explained to her that john lewis has several hundred pounds of my money and she then spoke to the payments team and their response via 'customer service' lady is because i entered my payment details they have deducted the money and i have to wait 3-5 working days. She then told me I should wait for the 48 hours for my email to be responded to and she will update my case. This is totally out of order. The lady was cold and detached. It was like she didnt care and could not be bothered. I am so sad that john lewis has gone down hill like this. Really disappointed. It's bad enough that you are holding my money for an order I did not confirm but then to be on the phone to someone who in my opinion was completely lacking in empathy is incredibly sad. I seriously hope John Lewis see this and I get a better response and immediate redress.