I waited months for my John Lewis order – why didn’t I even get a refund?

The restructuring of the chain’s home furnishings department seems to have ruined its customer serviceThe stairs in our new house were slippery so we ordered a carpet runner from John Lewis. That was in February. We did not hear for over two months, despite chasing. Eventually, it admitted it had mislaid the measurements but could not return to remeasure until the end of May. During the wait, I fell down the stairs and broke my foot. After new measurements were taken, we heard nothing unti