I write this review with a heavy heart; being a loyal customer for many years, in part via John Lewis (JL) being a co-operative, and my family always seeing you as a staple store, I have been treated with the worst customer service possible. It has now put me as well as other family members off the JL/Peter Jones/Waitrose brands for life, and should be a warning for all; as when there is a serious problem JL can't and don't want to handle it. To be honest, I am alarmed at all the below reviews (TrustPilot)but it is all clearly indicative of something rotten within the current operational structure. Obiter, from the agents, is that a lot of them are not happy with being TUPE'd to Capita; I think this may well be a factor for the sub-standard customer service experienced by me, and other individuals. Could the main issue be that the agents concerned no longer care about the accountability or the brand of JL as they once did when they were partners, as it does not serve them anymore, other than hitting their individual KPI. It all started with a laundry bin, and ended with a MD, Andy Street, disregarding a child's health (allegedly as advocated and alluded to by the Customer Service Manager for JL online - a FM). Clearly, children, and their protection, are not a top-priority of JL. The above-mentioned item omitted a strong odour - it was akin to a stale urine, and a very potent one at that; it was that bad it permeated all our clothing and damp towels. On smelling this, I contacted JL customer service. My concern was that after I inspected the material within, there was no visible marks/staining. This led me to the reasonable belief that the odour was from vermin, such as a rat (which contrary to the JL customer service managers understanding of rats, but they do affect every part of the UK, and it is via their urine (and other animals) that Weils disease or the milder Leptospirosis are passed onto humans - unless JL have a patented rat repellent and a piece of technology which cleans rats urine). The main issue at this stage was the protection of my son, who has been diagnosed with several health issues (as well as being severely allergic to most broad-spectrum antibiotics, hence my heightened concern) as well as being only 5 years old. It is from here it became a crusade to get any support and advice..... In short this leads me to the belief, JL, is now about getting their money at the outset (short-term Win-Win) and foregoing any logical, practical and safe customer service thereafter, even if an issue could be considered an issue hazardous to health. It is when I contacted the JL customer service the fun really starts... On calling, I spoke to a lady, called Tanja. English was clearly not her first language, however, insults and defamation were definitely her raison d'être. Without going through it all, the lady subsequently informed me it was me who urinated in it. I warned her explicitly to stop defaming and insulting me, but she continued and started to shout at me. I made her aware that this was distressing to myself, and that her behaviour was inappropriate and confrontational. I had to put the phone down as my wife had to leave the room crying and clearly distressed on hearing this rant from your agent. This complete episode of abuse lasted circa 45 minutes. During the call, I asked to speak to a manager; Tanja informed me her manager, Joanne, would not speak to me, yet she never went to ask her and heard her laughing with a colleague. Anyhow, I called back and spoke to a lovely lady, who then went to ask Joanne, but she would not take the call, and instead asked one of her supervisors to call me. This chap took the call, and promised me he would extract the call. On retelling this tale about JL that night, I was contacted in the morning by my lawyer, who asked me to speak to a JL employee directly (rather than a Capita Agent) and asked them to extract the call, and for them to inform you of their findings. I spoke to a lovely partner the following morning, who explicitly said that all the calls are recorded, and that via the nature of this complaint, it would be escalated in the most urgent terms, and someone would be in contact by 14.00. Well that never happened... I then contacted JL again, and this time spoke to Aimee. She informed me that I would receive a call back from Tanja's manager at 20.00, and she would contact me the next day to see how it went. Well 20.00hrs passed, and at 21.00hrs I contacted JL again. Who said customer service and courtesy was a JL staple?? I was then put through to the Capita Call Centre in Bury, and here I spoke to two lovely managers, who could not be any more helpful, and even agreed the process seemed skewed; this was the first time I had a source of a sincere apology. They saw the booking for 20.00hrs on Joanne's diary, and explicitly stated that they could not understand why I had not been called back. Both of them explicitly stated that they actually found it highly unusual that the manager of the individual (yes, this Joanne) would be investigating the individual given the gravity of the situation. Hey-ho, this is the new JL. Again these two reiterated all calls are recorded and the person would be dealt with accordingly. It is worth noting here that the two Bury Managers tried to get through to Joanne in Sky Park for near enough 40 minutes, and they were unsure why she was not picking up given that her shift was from 18.00 - 00.00 hrs. They even emailed her to make this point. So the next day it was a surprise to hear that call was not recorded - it seemed to be contrary to what all colleagues (be it a JL partner or a Capita employee) understood the process to be. I was livid to say the least. Here I encountered the manager of the call centre for the first time. He knew I could not bring a defamation suit, as the recording did not exist, nor could he or Capita discipline the employee either. It is worth noting here though, when I contacted Capita Head Office, they are under the belief, that all their agents calls are recorded. So clearly there is some miscommunication, or is someone trying to hide something, namely, the explicit defamation. As a gesture of goodwill, he offered me £100, this was up from a derisory £50 for the whole episode of the bad customer service. I am thankful for this, and have donated this accordingly, because as I said earlier, I could never shop with this group again as if something goes wrong look at the debacle what ensues. The laundry bin was then picked up, and the delivery driver commented on the smell, and said it was revolting. It was then examined by JL, who then contacted me and informed me it was a manufacturing issue, as the strong smell was via a lacquer to preserve it. As a result of this, I then contacted JL to organise the compensation for the clothes and towels (for me, my son and wife - and the very reason I got this bin in the first place) which I had to throw out. However, after being promised several manager call-backs again, I never got any, this is despite that after speaking to FM, who ensured me that he would personally look at why there was no call-backs from managers during this case, clearly, nothing has changed. Therefore, JL, are a company of giving customers lip service, as opposed to learning from mistakes. All I wanted was a proper apology, and to be put back in the situation before this terrible mess, i.e. having unspoiled towels and clothing, is it too much to ask??? Well clearly it is, as according to Andy Street, MD, via FM! I should not be compensated as I should have washed them. Well no!!! Completely not reasonable! Nor was I afforded this advice at any avenue. Should I have exposed myself, my wife and our son to the potential harmful bacteria (as it could have been at that time as it was not clear what it was) (moreover, what degree should it have been washed at??) (if there was transfer, and my son can't have antibiotics are they willing to accept putting my son at risk - as his GP has confirmed today, if there was a transfer, even with the mild Leptospirosis, the choice would have needed approval from Leicester in our area as the only antibiotic available for him would have been a Carbapenem (as never had that before, and is literally the last line of defence in medicine) - using this needs to be documented with PHE; on informing why I needed the information he could not believe what he was hearing and was so gobsmacked at a company he thought was a leader in the market-place. Therefore, CAN YOU TELL ME WHY this was not taken seriously, and it should just be washed, especially relevant given that if it was rat pee we would be having a very different conversation. What a disgrace of a company, and when something goes wrong, and they accept that it was the suppliers fault, it is beyond belief they can't compensate me to how I was prior to this manufacturing defect (specific performance), not asking got anything else, but rather it would seem that JL wants to cause me undue anxiety and stress and damn the health proclivities of my son! IN SHORT, ITS NOT WORTH SHOPPING WITH A COMPANY WHO CANT RESPECT INDIVIDUALS OR PROTECT THEM FROM HARM!!! The care-free response is as follows (and shows support from the MD and chairman according to FM): Further to my letter of 28 July and our telephone conversations prior to this date I wish to reiterate that the odour from the basket you purchased from John Lewis was related to the lacquer used to preserve the item and did not pose any health risk. During our conversation I accepted the service you received from our online contact centre was not to the standard I would expect and as a token of my apology I offered a gesture of £100 which you accepted. Following receipt of my letter I understand you now wish to claim compensation for clothes you feel you had to destroy, it is regrettable that you did not discuss this with me in our telephone call last month. As I advised, John Lewis can not be held responsible for any decision you took in relation to the destroying of your clothes. l understand you have written to the Chairman, our Managing Director, and parties outside John Lewis, please be assured that the Customer Relations Department deal with all complaints on behalf of our Chairman, Managing Director. It is always disappointing when we are unable to reach a conclusion that is satisfactory for our customers but occasionally this is unavoidable. I am sorry that this has proved to be such an occasion and whilst I regret you may remain dissatisfied, I feel we have responded fairly and appropriately to your concerns. John Lewis will not correspond any further on this matter. THEREFORE IS IT REALLY WORTH SHOPPING WITH JL as customer safety is not a priority.