John Lewis is a perfect case of what happens when you outsource your formerly excellent customer service to a bunch of muppets. They failed to grasp what damage was being caused for years and have now paid the price for all the lost customers and revenue.
These days I'd be quite happy to do it all via online chat. It's usually much quicker than having to phone someone up.
But anyone that has to deal with the self entitled morons that phone up everyday needs a medal.
Oak Furnitureland is another one that has outsourced delivery to Muppet Inc. to save a few pennies.
2 items recently ordered. 100% record of delivery screw up, including rolling a heavy item end over end, despite it being marked as 'Fragile, this way up'. Solid oak panel completely smashed.