This is an elevated customer complaint that has spun out of control: Ordered item on 31 Jan - got no confirmation of order via email but have been charged for Call number 1 to John Lewis on morning of 1 Feb - I was told that order needs to be processed before it can be changed. Received the very poor customer service email around 17:00 (see email below) Called customer service at approx. 17:22 to be told that the order was processed and cannot be changed (despite this poor lady trying to get hold of authorised person to help, spent 25 min on the phone to be told I have to reject the delivery) This is the worst customer service I have received from a retailer. I do not want to spend one more minute on this rubbish, there are 2 options to resolve this: Option 1 - cancel order and charge immediately Option 2 - send item to me but cancel the charge Option 3 - I will charge John Lewis for the time I had to waste on this situation (I should not have to be forced to spend over 1 hour on this, its YOUR fault that YOUR system failed) Simple. The ill thought out first Email response from John Lewis below: Dear Mr XX, Thank you for contacting John Lewis about your order. We are sorry to hear that you having a problem with our online purchased and you already missed the promotion. Here at John Lewis & Partners we aim to provide the highest level of service, and I am disappointed to learn that you have received no further communication regarding the delivery of your order. Please accept my apologies for any inconvenience caused. As we check to our system, your order was already in processed. we can not do anything once the order already processed you will received a notification that the order was successfully placed. Alternatively you may call our Customer Service hotline at 03456-049-049, where one of my colleague happy to assist you about your order. Should you require any further assistance, please do not hesitate to contact us and we will be glad to assist. Yours sincerely, Jalen Saldasal John Lewis & Partners