“Purchased a high quality Zanussi induction cooker just under 3 years ago for £829 from John Lewis. The Control Board recently developed a serious fault, which meant that the hobs could not be used at all. I tried to claim the cost of repair from John Lewis, but they have refused to settle the claim because the warranty has expired. Tried to explain that their primary obligations are those as provided by the Consumer Rights Act, but they don't understand! They're clearly liable to pay me the cost of repairs and reasonable consequential losses and damages under the Act. The warranty to a large extent is irrelevant. The cooker was advertised as high quality, as reflected in the price, and therefore, not of suitable quality as provided by s.9 of the Act. It shouldn't develop a serious fault in fewer than 3 years. I think that the problem is that John Lewis are using a third party customer services provider who are clueless. very poor service.”
“I bought a very expensive Samsung American fridge/freezer in October 2021 so just over 3 years old it has Brocken down customer service now in Morocco can’t understand them can’t speak to anyone in England now ..I have to pay £306 to check the compressor in advance ..disgusting that only allowing me to use this one company to mend it as the compressor has a 10 year guarantee …shocked that John Lewis was known to be an upstanding English company with English morals now they are not disgusted the customer service is in a third world country that has no morals MOROCCO KNOWN TO AND HAS JUST HAD A CULL TO SHOOT AND LEAVE IN AGONY TO DIE THE POOR STREET DOGS WHO ALREADY SUFFER TO LIVE IN THIS COUNTRY”
“I have always had good service in the past but on this occasion the installation of a washing machine resulted in a chunk taken out of the wall in the entrance to the utility room where the installation had taken place. The house was otherwise empty at the time after a 4 year renovation of a listed property. The installers claimed that the damage was already there but further investigation revealed that this wasn't the case plus the pieces of the wall were freshly deposited on the floor. Accidents happen and the washing machine is heavy. The annoying thing is the denial that they caused it, let alone the lack of any apology or compensation.”
“John Lewis is becoming a terrible company.
John Lewis Credit Card is getting worse as its customer services.
My Mobile transfer is not credited to my John Lewis Partnership account which incurs late payment fees and interest every month.
When contacted John Lewis all responses emphasised that they were not at fault and took no responsibility.
Very disappointed.”
“Electrical Goods have a John Lewis 2 year guarantee. A proper guarantee, not an insurance. Prices are competitive, and you usually have the choice of seeing the goods in one of their stores, or ordering direct online.”
“I love everything about JL. My parents always shopped there so I grew up knowing that JL was the first port of call for most things, and this has been repeated with our own daughter. JL staff are knowledgeable about the stock they sell and generally speaking the prices compare well with other retailers. I am always confident that anything purchased from JL will be dealt with should something develop a problem. The stores are pleasant, the stock varied and the online business is superb. Being able to collect a purchase almost always the next day from our local Waitrose store for free is a real bonus. I always check out products first on JL Online when contemplating a purchase. Sometimes I do go elsewhere, but more often than not it is JL. I am sorry that JL like many other retailers are having to rethink their business, but I trust that they will come out the other side in good shape.”
“I struggled to get a printer for working from home during the recent Lockdown. Despite not having stock, John Lewis allowed me to register my interest in the product.
When it came back in stock I was notified and within 24 hrs collected the product. The price was as good as any of the other suppliers and it included a great 2 year guarantee.
No hard sell, great service.”
“I have ordered several items over the last few months and have used their click collect service collect my parcels from my local Waitrose or have had the parcels delivered to my house.I have been well informed of the progress of my order and items have been well packed and available on the promised date”
“Bought a cruet with what I was told was a lifetime guarantee for my daughter. The peppermill failed and when I returned it John Lewis after a lot of problems they told me to approach the manufacturer, who frankly did not want to know. The motto is check out ‘lifetime’ guarantees at John Lewis. I bought a new cruet at Marks and Spencer, half the price, no hassle!
me that I would have to approach the company myself even though I had purchased this through John Lewis”
“Staff are polite and helpful. Their customer service is second to none. Buying online and returning goods purchased is so easy and straightforward. The quality of their products are good value for money. I would shop with them any day and would recommend friends and family.”
“I ordered a Kettle and a Toaster both in white from John Lewis for delivery today. I paid an extra £10+ for timed delivery and took the morning of work to receive. I received a Black Kettle and a White Toaster. Not what I asked for. I contacted John Lewis who said "Sorry but we'll send another one out and we won't charge you an extra delivery charge"?? Extra? They messed up and the 24 hour delivery has now taken 2 mornings of my life and a trip to the Post Office to send back they wrong one and its not what I paid extra for? Their response? Sorry but we won't be offering any good will.....Terrible experience”
“Just had a lot of appliances delivered for my new kitchen. Easy to order, great value, shopped around and JL was the best. The delivery was amazing. Really nice guys. Prompt and polite.”
“I have struggled over several months to spend money with this long-established company. Since their Customer Service section was outsourced, it is virtually impossible to find out if a particular product is available in a “physical store”. I am sending, by a separate post, a two-page verbatim account of recent attempts to buy shoes, lampshades( JL Samantha, different prices in different stores - surely they don’t do ‘never knowingly undersold’ with themselves!, bread bin, curtain fabric (they assured me that they had 18m in stock- I needed 13m and only when I requested that they unfolded the roll did they discover that the fabric was in two pieces, 11m and 7m!), see an electric patio heater on display before purchasing it at £209 ( despite reassurances that I could see it in the Kingston store when I was staying in Wimbledon, having a coffee and cake in JL Sheffield café to be served dry, stale Victoria sandwich cake, discovering that automatic door access from the car park is on the second floor, whereas the lavatory for customers with disabilities is on the third floor... the list goes on.”
“I bought an alarm clock radio which was a bit more expensive than I wanted to pay, but it was loud enough for my poor hearing. After just over a year a fault appeared. A simple phone call and I had a brand new replacement a day or two later. Well worth paying a bit more for such excellent customer service!”
