I wonder if its your policy to send out damaged furniture and offer 20% off on the door step, because this has happened twice now. Is this how you offload your damaged stock? I get that things get damaged. I get that things go wrong. You're a large organisation, you must deal with a lot of deliveries. But to have a bookcase delivered damaged but repairable and accept 20% off does not mean my next order will be accepted after someone's taken a hammer to it. The box was clearly damaged so why load it on your van? And then to call and say do I want a refund or to reorder - no acknowledgement of the time I've taken off to receive my delivery or the furniture I rearranged to make it easy for you, no explanation, no guarantee if I reordered it would be delivered intact and a further 5 weeks to wait. It's direct from your supplier so that clearly means you take no responsibility. You're just the middle man. I wonder if this was delivered to store for a display item damaged you'd just stick it on display anyway. I suspect not. Seriously not what you expect from John Lewis.