The joys of sub contracting everything out to others under the banner of John Lewis but with no loyalty to the brand as its just a name to them not being partners in the true sense, not their business so why should they care. I was a partner involved in providing part of the true John Lewis after sales service for over 10 years but from day one their desire was to shut the department down and subcontract the work which they eventually did along with the majority of in house after sales departments spreading to every branch in the country. All they want to do is sell sell sell and let sub contractors deal with the problems. From their point of view it probably sounded like a good idea in theory however based on what I've been reading here its not working to the satisfaction of lots of customers. The test call centres set up in branches prior to Hamilton and Manchester operations etc proved that the concept could / does work but for me I think the missing link is Partners who have a true interest in the business even though its theirs in name only but for someone working under the guise of John Lewis it can't be the same. I am grateful to the partnership for the job security they offered whilst it lasted and the benefits that went with it but as soon as the performance appraisal system was introduced the brakes were put on salaries with the subsequent knock effect on bonuses etc which could result in some partners salaries remaining frozen in time as not everyone perform's at the same level for as much as they may try, but in my time they always did their best, however statistically that may not be enough. So this is yet another way to cut costs, sub contract so you don't have to pay wages, pensions, sick pay, training, vehicles, insurances, run warehouses, store product, etc etc etc the list no doubt is quite lengthy + being given a substantial sum to assist with setting up call centre's under another guise of creating jobs but at lower salaries and it sounds like your on a winner but in the end if your not careful it could mean your on a hiding to nothing. Could the latest financial results be reflecting the fruits of their labours. New people at the top might help but helping those at the bottom might prove more beneficial to all.