Ordered a Barbour jacket, less than a month old and worn twice and the stitching has come undone on the back. So after a hour on the phone to John Lewis customer services I was told I can’t exchange it unless I buy another one first. Which is the most ridiculous thing I’ve heard and how can I guarantee I get my money back if I did that so now have to wait for someone from head office to email me back which they said they would do after 24 hours which has gone. Also the guy on the phone made it sound like I had torn it which I haven’t and you can’t even notice where it has come unstitched unless you look at it closely. So opened a paypal dispute and hoping I get my money back that way as I have no other hope with John Lewis. Customer service is shocking, the wait time, not helpful and only company I’ve ever had problems with returning a faulty item most places swap with no questions asked not sending pics, email and phone them and told cause I’ve worn it, it makes it more difficult to return, also asking if I had tags which sounds like if they did let me return it they was gonna put it back up for sale.