I have been a committed John Lewis, Waitrose and Partnership card user for many years. I am very annoyed and fed up with the poor customer service responses I’ve received to a problem with one of JL’s high-end toilet brushes by Miller. It was purchased 16 months ago for the spare bathroom. I had bought the same brush 2 weeks earlier for the main bathroom because it looked robust and attractive. Having spent 2 lots of £55 on toilet brushes, I was dismayed to find the one to the spare bathroom tilting out of its ceramic receptacle the day after I’d used it to bleach and clean the loo. The brush head had completely shrivelled up. Bearing in mind I’d also used the other same brush to clean the downstairs loo and it still looks as good as new, the shrinking of the spare brush is totally unacceptable. Isn’t the purpose of a toilet brush to clean toilets? Why did it react to bleach (assuming that’s what has caused this problem) when the other one didn’t? I have rejected the first Customer Service response which claimed that the state of the brush is normal wear and tear after 16 months. NO IT IS NOT, JOHN LEWIS. (I had my old £12 brush for 15 years). The second response from the team was to ask for customer order number, name, address and phone number because they couldn’t find me on the system. ALL details had been clearly provided in my first email. So I resubmitted. Then lo and behold, they send me another email asking for the same details AGAIN. Almost a week has gone by and I still haven’t spoken to anyone senior or sensible. The entire customer complaints system appears to have deteriorated of late, it is disjointed and feels amateurish. I am not going to let this go as the brush issue is just WRONG.