My son ordered me Easter Eggs as I was fairly fed up, not being able to see my family including Mother's Day or Easter. The eggs were dispatched in a box that wasn't marked as fragile and one was completely smashed, the other not great. I couldn't get through on the phone. JL are like M and S, you send someone a present and if they don't like it they take it into a shop for a gift receipt, in accordance with their website; that's why you use them. I don't want my son to know the presents were broken; I was in tears when they arrived, it was the final straw. JL won't let me return them for a gift card. They say my son has to contact them (they won't contact him). It took me two days to get a response from them. He is a key worker. Apart from not operating in accordance with the terms stated on their website, they have shown no empathy at all for a situation that has arisen entirely through their own negligence ( box not marked as fragile). I keep asking them whether they will offer me a credit note, their twitter feed says to ring, in the full knowledge that I won't get through. In their greed they have probably furloughed too many people - but they should amend their website if they aren't offering gift cards any more. Their customer service is dreadful and you get the impression that they are trying not to give refunds etc wherever they can, riding roughshod over their legal obligations. Poundshop at Harrods' prices.