Worst customer service I have ever received I placed an order back in June which included some chocolate items, gift sets and a candle. Some of these were Christmas presents because I like to be organised. When the delivery arrived, the chocolate items had melted. A couple of other items had damaged packaging. So I complained to the customer service department. I ended up getting replacement items sent and a refund for the one item no longer available. After over two weeks, I had not had the replacement items delivered. It then turned out that I would have to phone to give my card details again to allow the items to be sent. There is something very wrong in the John Lewis system if the customer must be further inconvenienced in order to sort out their problems. It then took until August for me to receive the replacement items and my items were not delivered properly. Left outside a porch and the driver did not ring my door bell. I know as I was in all day to make sure I received the delivery! The candle was a Christmas present and when it was opened, I found that the candle had also melted! When I complained, I was told that it could not be replaced as the item was now out of the JL 90 return policy, despite being a damaged product. John Lewis’ own return policy is “If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase” which indicated that the 90 day policy did not apply in my case as the candle was faulty. I was further told that as I had returned items back in July, that it was assumed that the rest of my order was fine and therefore they would not accept a return. I am unsure where in any policy this is written. I had not checked the candle as it was a gift and in a sealed package. After several emails and being continually told of the not applicable in this case 90 day policy, I was eventually told that on this one occasion the money would be refunded as though they were doing me a favour. I was not even offered an apology. Upon complaining about the horrendous standard of the customer service, I received a generic email from a customer service assistant who had obviously not read my email as they wrote to me as though I had yet to have the refund, and of course they told me that I couldn’t have one as it was outside of the 90 day return policy. Having then complained about this response, I was offered a £10 goodwill gesture. In further emails I was told that John Lewis had “chose[n]” to refund me as though it was down to goodwill, not because the item was faulty! I sent an email accepting the £10 goodwill gesture but had to email again about this as John Lewis seemed to have ignored it. The £10 could be given as a gift card or into my account. As I never intend to shop with John Lewis again, I did not want a gift card. As I paid by Paypal, I was told that I would have to phone in order to have the money credited to me. This is an appalling system. I should not have to go out of my way in order to have a goodwill gesture paid to me. I had had an item worth £10 in my order which I suggested they just refunded. Apparently this went against the system so I phoned up. It then took the person on the phone three attempts to type my card number in correctly. I had also left a review for the candle in question which was then rejected from the website in an email for ‘not meeting the guidelines’. Whilst giving my card details, I asked that this be looked into and I was told that I would receive a phone call back about this. I did not receive this phone call and apparently there was no log of me wanting a call back either. And so, I emailed customer services again! The reply was once again not relevant to the question I had asked and just told me how to post a review. So I complained about that email and was told that the review rejection would be looked into and I would be contacted in 3 days. Obviously, I was not contacted. After emailing to say this, I received a phone call which was once again a generic apology and response that did not answer my query and instead just told me that reviews take a while to be processed. Mine had been processed but rejected and I wished to know why. I then phoned John Lewis to try and speak to someone. I was told I could not be put through but would be called back. I am now waiting for this call back but I’m obviously not too hopeful about my chances of actually getting a call back. Every time I am contacted by John Lewis, I don't think their customer service can get any worse, but then they go and prove me wrong!