I ordered a food delivery through Waitrose just before Christmas that cost £90 but failed to arrive during the time slot. It seems to have tried to deliver a few hours later but we didn’t hear it, and when we called, it said it could not deliver now and we would be given a refund.

When I got my credit card bill at the end of January, I noticed we had been charged but not credited. I emailed and was told I needed to phone the store with my card details. I did so, and was assured the credit would go through.

I’ve since had my February credit card bill and still no reimbursement. I emailed Waitrose again a few days ago – no response. This has amounted to pretty awful customer service (no delivery and getting charged £90) when I generally have a high opinion of Waitrose and John Lewis.

Having said that, it’s not the first time I’ve had problems with them. They seem incapable of putting mistakes right. I hope I don’t have to take this to the small claims court. Can you help? SM, London

We are still mopping up a mound of problems relating to online Christmas deliveries that went wrong, and yours was one of them. Waitrose told us it had expedited a refund and was also sending you vouchers as a goodwill gesture.

It said: “We are very sorry that this customer’s experience did not meet the high standards we set for service. We have been in touch with the customer to arrange the refund and a gesture of goodwill; however, this should not have happened and we’re very sorry for the inconvenience caused.”

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