Absolutely terrible. Today I bought a pair of headphones from the Oxford Street shop. They came in either grey or blue. I bought the grey ones but as they did not have them on their open display, i bought them 'blind'. So i went to work and opened them and did not like the colour. The grey was very light and was hoping for a darker grey. Anyway I went back to the store within an hour of buying them and they would not swap them for the blue ones for me. The reason was because I had opened them. The headphones came in a box with a shrink wrap cover. I had to open the shrink wrap to get to the box. They claimed that because i broke the shrink wrap (which was the only way to open them) they could not swap them for the blue ones. They directed me to their website and refund policy. I could not believe it. So what is your message here John Lewis? . If I had bought them from amazon they would have refunded me immediately. I guess the message is to buy online and not from John Lewis. I will never buy from them again. They have lost yet another customer. They say that the high street is dying and this is another reason for this.