I am the same lady who purchased a pair of Jeans from this store recently and was told I could not exchange or refund them at a larger branch and also by their complaints department because (for very valid reasons) I no longer had my receipt. I am happy to say that on returning the jeans back to the original store and being honest with them as I always have been with John Lewis they listened to me, treated me with respect and were very willing to refund me. I joined up to My John Lewis which means there will always be a record of my purchase. I am still very unhappy about my treatment at the larger store but at least the original store has been very fair with me.