I really can't undestand why John Lewis has become such a bad experience. I ordered £2,000 of new furniture for my new home in July. Ever since then, I have spent so much time calling, chasing for delivery times, getting no response, sending back broken items, complaining about missing items, I really don't get it. Nearly 10 weeks later, I still haven't managed to resolve the problem. Apart from never, ever wanting to buy anything again from John Lewis, I can't stop thinking to myself: "What's gone wrong with John Lewis?" Without hesitation, it has been the worst possible customer journey I have ever had with a British retailer!!!!! Is it time to change senior management?