I’m sadened to have to write this, my experience of John Lewis customer service has been horrendous. I can’t believe the company i’ve spend thousands with in the past year, gets it so wrong. Purchased some light fitttings which they shipped with Royal Mail. Stayed home on day of delivery, but no attempt was made. Contacted John Lewis, who were very abrupt and immediately defensive for some strange reason. Nevertheless I followed their advice and arranged redelivery on the Royal Mail web site. The following day stayed in again, and yet again, no delivery attempt and the tracking stated the item was being returned to sender. Spoke to John Lewis on their live chat, and to say the person was rude and unhelpful would be an understatement. I tried to politely explain the situation and how i’d paid for an electrician to install the lights, stayed in for 2 days, and now the parcel was heading back to them for an unbeknown reason. Rather than offer any kind of help, investigate the matter or even empathise, she immediate became defensive and said this my fault. Just like the agent from the previous day. I was puzzled as this whole experience was so un-John Lewis like. I gave up when i realised she had no intention to help and just quoted policy items about a possible refund within 14 days of when they received the items back, and that if i wanted the products, i should just place another order. I thought why would i after everything that had happened.. So just over a week later, I don’t have the products, i stayed in 2 days, paid for an electrician who couldn’t do anything, and John Lewis has my monies and i’ll have to chase this up again in two weeks. I thought maybe mine was an isolated incident. The lack of service and manner in which the agent dealt with me, the whole impersonal and somewhat hostile experience, but having checked on Trust Pilot, i am shocked to find thousands of others with similar experiences. Surely John Lewis won’t survive in the long term with this standard. It really puzzles me.