>>What Amazon...
Can't remember what it was now, probably something under £20.
It went next door who were away. Amazon assured the delivery was to our house so dutifully looked over the garden gate etc.
Anyway, Amazon refunded and then next day the neighbour got home and popped the item round.
I re-raised the issue with Amazon to say I didn't need the refund now and they insisted I keep the refund and the item.
Had a scratched office desk delivered from them. Scratched on the bottom. They said they can take it back but I had assembled most of it by then so offered a 30% refund.
I asked for 50% and they agreed on provision of a photo which I had taken in anticipation anyway.
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John Lewis Customer Services 
John Lewis Customer Services 