John Lewis have gone down in my books because of their 'never knowingly undersold' line that now has so many exclusions as to be almost worthless. Also, even if they can see something cheaper they won't always match a local competitor and instead make you fill in a form to claim (and charge the full amount, taking your details for the refund).
To be fair, I did get a refund quite quickly but felt they make it so complicated. They do good warranties on TVs and some electricals, but often charge more than buying elsewhere and an extended warranty, but I find it difficult to buy things at times because they expect you to 'get in line' and book in at busy times. In many countries, they make you take a ticket but here they seem to have someone at a desk that isn't always there as they walk around on the floor.
But, John Lewis does always seem extremely busy. I like the ability to click and collect too, and recently(ish?) they've begun to let you check stock of things in stores not just online.
Staff have nearly always been nice, but I've known people leave who said that they're under more pressure than ever before and even if everyone is a partner, some managers can make it a living hell for staff. If they don't give much, or any, bonus this year then you can expect the staff to go who can get a job elsewhere, which invariably leaves an employer with loads of people with low morale to carry things along.