John Lewis

Broken present - and they forgot to refund

I collected a quite expensive glass picture for a present for Xmas from the Balham branch of Waitrose. I waited 20 minutes in complete chaos. On Xmas Day my brother opened the present and immediately cut himself as the picture was cracked all over. it had not been bubbled wrapped or even had the corners of the pic protected. I returned it post Xmas to Balham - they called John Lewis - who said i would get an immediate refund to my credit card. A week later with no refund in my bank, I called customer service, who informed me that they had not refunded, there had been no instruction to do so, despite the item being returned. With payday a week away I have had to arrange an overdraft. Very annoying and very sloppy.