I recently ordered a selection of items from John Lewis and a £35 sale jumper was missing from the package. After speaking to 4 different customer service members, and them reviewing their packaging process, they concluded that the missing item was in the package and the package was delivered to me in tact. They have closed the case with the outcome that I will not be offered a replacement or a refund. Having ordered thousands of pounds worth of items from John Lewis over the years, and having also worked for them for more than 3 years in the past, I am shocked that this is the service of care that customers can now expect.