Beyond shocked at how much John Lewis has lost its way. I ordered a leather sofa in January that was delivered damaged in two places one week ago. Could not fault the delivery drivers as it was damaged when they unwrapped it. One of the drivers immediately offered £100 compensation for one of the marks but had to return to the lorry which was on a yellow line. When the other delivery driver finished unwrapping the sofa there was another mark on the armwrest. I said please take the sofa away and replace with undamaged option. I was rung that evening to discuss but customer services did not have the photos that the delivery people had taken. They said they would ring in the morning. They did not. I left it two days then I rang again and was told the pictures would be assessed and somebody would come back to me within 24 hours. They did not. Then on Monday I was rung and had a ridiculous conversation about sending somebody out to see if they could clean the sofa. I sais no. I was prepared for a replacement or compensation as I would buy throw and cushions to cover up the damage. £100 again was offered. I complained and said it just was not enough for a sofa at a cost of £1,400 damaged in two places. I said I would be making a formal complaint and the woman said she would ring back in 10 minutes. She didn't. Two days later I ring yet again and am told by customer services that despatch is dealing with this and that I did not have my card to hand for a refund to be made to me. This is an UTTER LIE. I work from home and have my cards here. Then I was told despatch rang me back on Monday at 4.30pm. They did not. I am beyond speechless that customer services at John Lewis is both this shoddy and they actually now lie as well. I trusted them to be a better company than this and will now not be placing the additional furniture order that I had wanted for a matching leather footstall, armchair and dining table. I cannot trust them anymore for big ticket items. How sad is that to say about this company? I still await to hear the outcome regarding this damaged leather sofa as well. Buyers beware when purchasing large items from JL. I've learnt my lesson and will not be repeating it.