A week ago on Friday morning, I received an email from John Lewis to say my order was confirmed. As I hadn't placed an order with them, I rang John Lewis Customer Service immediately. I explained the situation, gave them details of my account, and the very helpful lady on the phone assured me that she would ensure the items (men's trousers and a shirt) would not be delivered. We even joked about the stupidity of a thief who would give his name and delivery address on a fraudulent order! The delivery address was given in Ipswich - to a completely different name from mine. My account had £95 credit in it and the fraudulent order was for £93. The credit was in my account because I had purchased an item before Christmas with an e-Gift Voucher and it had to be returned. I did not even know that the credit was in my account as I had not received an email from John Lewis to confirm this credit. Consequently, any breach of security was NOT from my email - it is from someone who knows which customer accounts have credits. John Lewis customer service took all the details and said they would cancel the order and stop the items being delivered. I was asked to report it to the police and get a crime number. I did this; rang John Lewis back with the crime number and, again, received an assurance that the items would not be delivered and my credit would be restored. Four days later (a week ago today) I had another email saying the items would be delivered in four hours. I phoned John Lewis again and asked why the order hadn't been cancelled. They didn't know. Apparently they couldn't stop the delivery at this point. Unbelievably, even though the lady I spoke to in Customer Services could see that the fraud had been reported and could see the account number, she "couldn't stop" the items being delivered to the thief! Three hours later I had an email to say the items had been delivered to Dmitry Aerov in Unit 2, Bermuda Road, Ipswich! They even sent me a copy of the signature for delivery - someone called Yuri! This was a week ago. I've phoned and emailed John Lewis and received no help at all!!!! Every time, someone says, "Oh yes, that's terrible - we'll sort that out" and then completely ignores me. I hope you're enjoying wearing your Barbour shirt and chinos, Dmitriy Aerov!!! Clearly, you understood what I did not: John Lewis do not deal effectively with fraud. I'm sure this isn't your first excursion into thieving from John Lewis customers and it won't be your last. John Lewis are absolutely useless! They simply don't care at all. The only advice I've had is to reclaim the money from my bank who will then reclaim it from John Lewis. This advice just underlined that whoever gave it had not even read my complaint. IT WASN'T TAKEN FROM MY ACCOUNT OR MY DEBIT CARD - IT WAS TAKEN FROM MY JOHN LEWIS ACCOUNT. I have always thought of John Lewis as a top merchant; when it happened, my daughter said: well, it's John Lewis so they'll sort it. This has been a revelation that they are actually far worse than many other retailers. I had a problem with eBay before Christmas and they sorted it within hours. I was contacted immediately by someone knowledgeable who guided me through the process and was refunded immediately. That, John Lewis, is true customer service.