Horrendous experience. What’s happened to our beloved John Lewis retailer? And where is Customer Service? I have now spend over one hour waiting to speak to a c/s representative, yet no one’s answered despite trying three times.. I went online to other review websites and saw that so many people are having the same experience. I found a couple of pathetic replies from JL saying that due to the unusually busy time of the year, it is understandable that they cannot reply as quickly as usual. So why are other retailers managing to cope and are answering the phone? I ordered a mattress and bed frame online, both showing “currently in stock online” (they still do!) an paid extra for a named day delivery. Yesterday only the frame arrived. No sign of the mattress. The delivery man called c/s (they do have a special phone number!) who said that I had purchased the mattress from one of their supplier and that the lead time was 10 weeks! Nowhere did it say that it was another supplier. As of this evening, the website is still showing “currently in stock online”. The most irritating part of it is the impossibility to talk to a customer service person. Someone from Watchdog needs to investigate this company. What happened to them. Who inside JL has made such dramatic changes that they went from HERO TO ZERO?