Customer service is the worst I’ve ever encountered. They have gone from excellent to absolutely the worst. They are extremely hard to get through to by phone. I had to give up more times than I got through often hanging on for half an hour or more before getting through and then being transferred and waiting 20 mins before I hung up In frustration. E mails have been unanswered even though I do have a case number so everything was documented from my initial complaint. I am £150 out of pocket due to their inaction. I cannot afford to lose this amount which came out of my savings as I am a pensioner. Having explained all this to John Lewis customer services I can only say that they do not care. I haven’t even been offered compensation. In one of my emails I did ask about this even before I learnt that I was too late to get the cash back. A very bad experience for me. I am drained by all the energy I have put into trying to get things put right and the frustration of trying to contact them by phone and then emails not being answered and at the end losing my cash back.