You'll all be familiar with the routine, ring customer services and receive excuses rather than solutions. Having purchased a very expensive pen from their website, it arrived with no paperwork, guarantees etc. As this was a gift, I made the effort to telephone JL's customer services. Exhausted by the excuses and lack of initiative, I contacted the manufacturer, received the paperwork and so end of that particular strand of the story. So I left a 4* review on the John Lewis website, 5* for the pen, minus 1* for the poor JL service. Needless to say, I got a "rejected" email saying "reviews need to comply with our conditions". These of course tell you nothing. But doesn't this tell you a lot about JL's mindset - won't accept negative reviews of their own performance, only those of their suppliers presumably. Other, more enlightened, big companies are more open minded and, one assumes, willing to learn from their mistakes.