(Disaster) not recomended, customer service shocking

Purchased items on line from John Lewis 27/11/14 to be delivered Saturday 29th, checked account Friday to find that two lots of money put on hold by John Lewis, different amounts, almost £200.00 overcharged.
Phoned Friday 28th to be told that this has never happened before and that money would be released back into my account. Items arrived Saturday, one item missing, phoned to be told that I should have checked before I signed for them, made to feel that I was not believed. There was 3 boxes and don't think the courier would have been happy to wait.
Eventually they agreed to send item out again. Discussed money on hold again, told this would be released.
Money still on hold Monday night, phoned again to be told that department dealing with this was closed, a message would be sent to them and that this would be dealt with on Tuesday. Money still on hold Tuesday night, phoned again, asked for supervisor who stated that refunds dept closed and that this would get sorted out tomorrow.
Extremely bad service, money taken without authorisation and no explanation why, just as well I did not need this money to pay Direct Debits etc.
Money taken on 27/11/14 still on hold 02/12/2014, on phone for 25min tonight, cut off last night.
Be careful especially if you cannot afford to have money taken from your account only to wait days if not longer to get it back.