John Lewis made a massive mistake when they outsourced their customer care & stopped direct phone contact with their stores! Mr/ms CEO if your there I hope you are listening! JL was well known for its excellant customer care, reliable goods & aftercare. No more! They ditched it! The phone service is pretty useless & if you have a problem heaven forbid if you have to deal with their customer care team (a more inappropriate title I cant think of!) If you go into a store you may get get great support & care if you can find an assistant & if they have the product in store. Generally I find the in store staff kind & helpful as we once knew them. If not you are faced with the poor assistant trying to get their online system to work.....which is usually very very slow & frequently crashes. Usually quicker if you use your own phone! JL you were head and shoulders above the rest of the market. What on earth are you doing?????? Determined it appears to crash your company. Maybe you need a new CEO to try & restore what has been lost? I certainly wont be shopping in your store or online until you vastly improve. Ditch your outsourcing! It doesnt work!!!! Your are trashing your brand & if you dont change you will join the other failed long standing departmental store who we have seen go into closure.