I can confirm, as so many others are saying, John Lewis customer services are now defunct. I ordered a dress for new year, it came after new year, took 10 days to travel the last 12 miles from depot. I went online to arrange return and refund, going round and round in circles, despite being computer literate (have written websites in the past). I live in Scottish highlands and the return section drop down list of options not working at all. Contacted customer services, seemed to be an African accent, fine, but no help at all, just told me to take back to store, 5hrs away, so 10hr return journey and probably stay overnight for a ÂŁ85.00 dress? She was increasingly irritated, I found it difficult to understand her accent, as she probably did mine, did not know where Scotland was, let alone the highlands. Said no Evri location to take back to locally, and could not return by royal mail, but would email me a return label and arrange an Evri pick up, no one came and no one has come 5 days later. Escalated my query, and had 3 strange emails in response, saying the dress was on the way, was arriving today and had arrived, all by royal mail - when arrived over a week ago by Evri. Another email just arrived saying my query has been dealt with, as they sent me Evri return label - despite no collection in area, and no place to take it for return. Totally confused by all this, either generated by AI or confused people in South Africa, where John Lewis have outsourced their customer services too, closing the section in Plymouth, UK apparently. Will not order online from JL again, only buy from Glasgow or Edinburgh store when go for weekend a couple of times a year and be very certain I want to keep the item! So disappointed, JL used to be a top company for personal service.