Name: John Lewis
Rating: 2.67

“Looking at a few of the recent reviews here I realise I am not on my own. The delivery of my item was set and as self employed husband takes the day off the item didn’t receive item on the time given and excuse was driver off then another time slot given and then another message part way through time slot that no delivery would be made ! We had another date given again waited at home he had call to say it would be delivered within times given and it didn’t turn up at all , no explanation and no call. I sent message to customer services which I had a reply to after escalation, apology and said they would check with supplier. Then nothing more from them, no explanation just a text from delivery giving another date. Eventually received item and taken 3 days off work. Very bad on all levels gives the impression they don’t care about customers”

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Posted 1 week ago

“UNCLES NEW TV I purchased a Panasonic TB-50W60AEY TV online from John Lewis on the 21st November. The TV was for my 87 year old uncle and he is very happy with the TV. The price was good especially as it came with a free 5 year guarantee. The web site was good and it was an easy purchase. But, after this the service from John Lewis was abysmal ! Delivery was booked for the 28th November, i had to be there as my uncle lives on his own. NO delivery was made that day, but i received an email advising it had been delivered. We thought the TV had been stolen ! It was at this point i had to contact Customer Services, oh dear that was a waste of time. The TV was delivered with no notice on the 29th November, my poor uncle had to sort it himself as i live 30 minute drive away. To cut a long story short here are the points of what happened. I raised 2 complaints with CS, and received only confirmation emails, we got your email, we will be in touch. No one got in touch I escalated the complaint to managers level, got the confirmation email and nothing else. No one has been in touch. I filled in the emailed How did we do survey. I completed it with a scathing review, no one got back to me. Moral of the purchase. Easy and smooth purchase online. They took my money no problem. Have a problem with a delivery and have to contact Customer services, forget it, you’re on your own. John Lewis will soon be John Losers if they carry on like this.”

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Posted 1 week ago

“I would love to be enjoying my (very expensive) coffee machine which I ordered from JL on 13/11 and was due to be delivered to my chosen drop point by 3pm on 14/11, however, it STILL hasn't arrived and it seems JL really couldn’t care less!!! I’ve now spoken to 9 customer service advisors, endured endless WhatsApp chats with at least 7 more, spent over 3hrs on hold, been wrongly sent to my collection point 4 times, lied to, hung up on, promised callbacks that never happened, and eventually told that it wasn't their problem and that I should take it up with my credit card company... despite there being absolutely no record of the item ever being delivered! This is honestly the WORST customer service I’ve ever experienced. Shame on you, JL. You've just lost a very loyal customer.”

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Posted 1 month ago

“To any customer who wants to buy expensive clothing from John Lewis I recently purchased a jacket! I returned the wrong jacket by accident so it got returned back to me so I sent the right jacket back and now the (PROFIT PROTECTION TEAM) have decided to keep the jacket and not refund me my £270 they refer you to your card issuer so they can keep your property.”

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Posted 1 month ago

“I paid more for the clothes dryer at John Lewis because of their reputation for good customer service. This was a mistake The item arrived faulty and was replaced - so far so good. I was then asked to return the faulty item which I tried to do 5 times. The courier service just didn't arrive and gave no explanation. John Lewis hounded me for the return and threatened to charge me for the faulty item they had provided. I explained the problem but their customer service representatives seemed unable to divert from a prescribed pathway of just repeating the same action again and again - sending me a link to the same courier service that didn't pick up. Eventually I got the item back to them - presumably so they could put it into the bin - but I won't be using John Lewis again.”

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Posted 1 month ago

“Are you a victim of an online investment or has been scammed?Kindly narrate how your Money or Btc was Stole. I guarantee you hundred percent your bitcoin/money can be recovered in total reach out to Email:b__r__u__c__e__n__o__r__a__2__5__4__(A__T)__g__m__a__i__l__.__c__o__m Call them on Whatsapp: +1 ( 3 1 8 ) 3 1 9 4 6 2 0.”

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Posted 1 month ago

“Horrible customer service. They do not stock as they used to they rely on emailing suppliers to ship. Jo malone in this case. Didnt deliver both items in the package only one. Nice agents on the phone but no resolution. Ask you to escalate. Escalation team is a nightmare and do not want to hear ot investigate anything. Only on response if you want to reply you escalate again and again and you keep getting the same answer. Absolutely frustrating and abrupt in their answers. Fenwick or Sephora or anyone but John Lewis from now on”

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Posted 1 month ago

“What on earth has happened to John Lewis?!? I'm stunned by my shockingly bad experience with them, which has left me stressed, upset and disgusted. They are hiding behind their 'out-of-UK' customer service offering which is appallingly bad and combative. I'm just really really shocked. We purchased a washer dryer in July 2023, which developed a fault in August 2024. We were delighted to discover we had a 2 year warranty on the item. John Lewis at that stage then pushed us onto Hoover to deal with, despite the fact that our contract is with JL. So, on the first engineer visit, the Hoover engineer advised us immediately and without much investigation that the drum had cracked due to a 'high heat wash' (??), so the drum would need to be replaced. Second visit some weeks later (drum was out of stock), this was replaced and the engineer repeated the concern about a 'high heat wash'. Within a couple of weeks, the machine was leaking yet again, but specifically in the last 30 minutes of a 2 hour mixed cycle wash - and this was intermittent which was always the case. The first engineer hadn't witnessed the fault when he made his initial diagnosis. Yet another engineer visit was organised (the 3rd one), where he said he couldn't wait long enough to witness the fault, and declared the machine 'fixed'. He said he would advise taking photos/video of the leaks to substantiate the fault if we are still unhappy. Guess what, machine is still leaking and we are now over 2 months from the first notification of the fault to JL. We have photos. We've now had 3 engineer visits and issue not resolved. On advice, I email JL on 16/10 advising that I am requesting a refund under the Consumer Rights Act, as the item is not fit for purpose, and attach detailed photos of the leaks. Immediately, I receive a call from their customer services on 17/10, suggesting they were keen to resolve this but needed yet another engineer visit, which they outsourced to another engineer who was due to visit on 24/10. This visit was re-confirmed by the engineer on the 23/10, but then cancelled on the morning of 24/10. So, yet another call to JL customer services yesterday, where their rep agreed that this was enough, understood why I was angry and frustrated and that he would be organising a refund as requested. But I had to expect an email from Hoover that afternoon in order to expedite the refund. I thanked him profusely, was so relieved and he was delighted he had helped me. Guess - no email from Hoover. I call JL yet again today (over an hour-long call hanging on as he talked it through with colleagues), then he transfers me to someone in Hoover who asks 'I've been told by JL that you want to speak to me - how can I help you?' He explains that JL just passed the call through to him as I needed to 'explain my problem to them.' He also says that JL are trying to shy from their responsibilities as the retailer and said I had rights with the retailer under the Consumer Rights Act, which I said I've already exercised, and he said I needed to phone JL again. By this point I've had enough. I call JL yet again and oddly I get the same person. I repeat that I was told yesterday that I would receive a refund and was told I was mistaken as the 'notes didn't say that.' He said that couldn't possibly have happened. So, I'm being told that I'm lying?!? Things started to get heated as he was raising his voice, talking over the top of me and it's up to Hoover to 'give them an uplift code', which is why he says he passed me to Hoover. He said they would have to witness the fault through another engineer's visit - by this time I've really had enough, explaining the fault is intermittent, the engineer won't wait to witness the fault. I end the call, because by this point I'm on the verge of tears. Here's my issue - The responsibility here with this item lies with JL as the retailer, but they offload that at every opportunity to Hoover despite offering a '2 year guarantee'. I have MASSIVE problem being told that I was 'mistaken' about what I was told on yesterday's phone call because their written notes don't reflect what was discussed. They are kidding?!? So, I'm lying about being told I was going to receive a refund?? 'I'm going to arrange a refund for you' - what's unclear about that?? Which part of that did I misunderstand?!? So JL are now implying their customers are lying??! I also have huge problem with a conversation with a customer service rep who became combative. I've had enough after nearly 3 months of trying to resolve this. I'm left with a washer/dryer that's not fit for purpose and I'm out of pocket. Shame on you John Lewis. It's the beginning of the end for this company if those are the tactics you are using.”

Helpful Report

Posted 1 month ago

“Bought my second iPad Pro from John Lewis it is still under their 2 year guarantee and has developed a fault, wouldn’t charge, it has take nearly 10 weeks of fighting and countless phone calls with John Lewis to get it sorted, and that was just a part refund, it went for repair to a repair company JL use (Jigsaw24) who couldn’t find anything wrong with it, they are blind or have never bothered to look at it, clearly don’t have a clue what they are doing, I was told their technology is more advanced than Apple, that gave everyone at Apple a good giggle, so I took it to a Apple Store twice (70 mile trips) who ran diagnostics on it and gave me a physical report to say it wasn’t repairable and needed replacing, took it to JL store and their tech support tried it and couldn’t get it to charge, still even with the Apple report it came back as nothing wrong with it, even bought a new charger and cable that cost nearly £50. I’ve been fobbed off, pacified, lied to and even shouted at by J L’s tech support, there is something seriously wrong with this whole system, Ive bought all my electricals and more from John Lewis as the guarantees and the company are supposed to be really good, but I won’t be buying from them again, not after how I’ve been treated, I emailed the head of customer services and they never even bothered to acknowledge my email, I will leave this review on as many review sites as I can, not through bitterness, but in the hope I can prevent this happening to anyone else, I’ve lost 9 weeks worth of work ( I use the iPad procreate for my business) lost sleep, and it’s sent my anxiety levels up, through frustration and anger, please think very carefully before you buy, my advice to you is buy from the manufacturer, because if anything goes wrong you may have to go through a awful experience.”

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Posted 1 month ago

“Affected me mentally . Evil company. I got a tv from them and quickly realised it was not the TV i expected with my order. I rang customer service to be laughed at by JL staff and told I'm I'm not allowed a refund unless the TV was damaged or the tv wasn't working. I then asked to speak with the manager and the response i got back from the man on the phone was I'm not gonna do that for you at the same time as laughing down the phone at me. I didn't understand what was funny at all especially at my expense. I had no choice but to end the call because the guy was refusing to cooperate he just kept laughing. I then spent the total of 5 hours on and off the phone to six different members of staff and still refusing to give me a refund completely ignoring their customer policy .Bear in mind I've not used this TV I very quickly realized it was the wrong TV and its still in the box and I'm being forced to keep it as they will not collect it or refund me and will not explain why it is illegal I'm sure. Its a scumbags evil company and I am now £500 down vile people. I'm really upset and genuinely don't know what to do about the situation because I'm not getting anywhere on the phone I feel really upset this has happened today and there's no solution other than to accept the fact that a big company like this has robbed me and ignored any sort of resolution to resolve this matter..I'm genuinely gutted what should have been an exciting experience but unfortunately JL quickly took my day and made it dark and cloudy..”

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Posted 1 month ago

“Purchased a John Lewis ANYDAY cocktail shaker a week ago in the Cardiff store, went to use it, but it leaks and goes everywhere when shaking cocktails. Went to return it to store it was purchased in the following week, but due to not having a receipt as not provided at purchase they refused a refund or exchange as their John Lewis ANYDAY range product "could have been purchased from anywhere", so they don't know if it is their product. (which is a breach of the consumer rights act 2015) The same cocktail shaker was still being sold at time of return, and is still being sold on their shelves as part of their own range, but they were not interested in this. I went home and followed the website process to submit a complaint by phone and was told I can't, and have to submit an email form. I submitted the form where it provides a case number and says you'll have an update in approximately 24 hours, or to call a number to speak to them straight away, so I did and was told I can't speak to them, so when asking if their website was wrong she refused to confirm, I asked to speak to a manager and she wouldn't put me through to one but insisted she wasn't refusing before putting me on hold for 20 minutes.”

John Lewis 1 star review on 23rd October 2024

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Posted 1 month ago

“Affected me mentally . Evil company. I got a tv from them and quickly realised it was not the TV i expected with my order. I rang customer service to be laughed at by JL staff and told I'm I'm not allowed a refund unless the TV was damaged or the tv wasn't working. I then asked to speak with the manager and the response i got back from the man on the phone was I'm not gonna do that for you at the same time as laughing down the phone at me. I didn't understand what was funny at all especially at my expense. I had no choice but to end the call because the guy was refusing to cooperate he just kept laughing. I then spent the total of 5 hours on and off the phone to six different members of staff and still refusing to give me a refund completely ignoring their customer policy .Bear in mind I've not used this TV I very quickly realized it was the wrong TV and its still in the box and I'm being forced to keep it as they will not collect it or refund me and will not explain why it is illegal I'm sure. Its a scumbags evil company and I am now £500 down vile people. I'm really upset and genuinely don't know what to do about the situation because I'm not getting anywhere on the phone I feel really upset this has happened today and there's no solution other than to accept the fact that a big company like this has robbed me and ignored any sort of resolution to resolve this matter..I'm genuinely gutted what should have been an exciting experience but unfortunately JL quickly took my day and made it dark and cloudy..”

Helpful Report

Posted 1 month ago

“John Lewis: Absolute Disgrace – Deceptive, Incompetent, and Unreliable John Lewis has proven to be a complete and utter failure when it comes to customer service and honoring commitments. I ordered an iPhone 16 Pro Max on 29th September 2024, with a promised delivery date of 17th October 2024. On 16th October, I tracked my order only to discover that they had pushed back the delivery date to 31st October without so much as a proper explanation. I contacted their WhatsApp customer service, where the first clueless agent falsely assured me the original delivery date would still be honored. Then a second agent contradicted this by saying I’d get an “update” on the 17th. Sure enough, later that day, I received an insulting email telling me the delivery had been delayed by two more weeks. What kind of joke is this? John Lewis had no problem taking my money, but when it comes to actually delivering the product, they’ve been nothing but incompetent, disorganized, and downright dishonest. They strung me along, wasted my time, and made me regret ever trusting them. If I had ordered directly from Apple, I wouldn’t be dealing with this ridiculous nonsense. For a supposedly high-end retailer, their service is a disgrace. They have blatantly failed to honor their commitment, left me hanging, and completely ruined the experience of getting a new iPhone. This is beyond unacceptable, and I will be escalating this to the highest level. John Lewis, you should be ashamed of yourselves for how you treat your customers. You’ve lost my trust, and you won’t be getting my business again. Avoid them like the plague if you expect any level of competence or honesty.”

John Lewis 1 star review on 18th October 2024

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Posted 2 months ago

“Rated 1 out of 5 stars Shocking Customer Service Experience with John Lewis with David Bebbington- I’m writing to share my extremely disappointing experience with John Lewis, particularly regarding the unprofessional and dismissive handling of my complaint by a customer service manager named David Bebbington. Despite John Lewis’s long-standing reputation for exceptional customer care, their refusal to take responsibility in this matter has been nothing short of shocking. To summarise, we purchased two beds, one for my son's newly renovated room. On the day of delivery, the team arrived late, and due to scheduling conflicts, I had to leave my elderly, disabled mother in charge of overseeing the process. Unfortunately, during the delivery, significant damage was caused to our newly installed floors. Our builders and a professional flooring company confirmed that the delivery team caused the damage on that day. When I raised the issue with John Lewis, David Bebbington repeatedly dismissed our concerns instead of taking accountability. His argument that my mother's signature absolved them of any responsibility is unreasonable and deeply insensitive. Despite providing evidence from independent experts that John Lewis caused the damage, the company has refused to take any responsibility or offer any resolution. This experience has not only caused stress and frustration for our family but has also tarnished the joy of what was meant to be a special moment for my son’s birthday. I expected better from a company like John Lewis, and I urge them to review this matter seriously and reconsider their stance. I will not hesitate to take further steps to ensure our case is properly addressed, including seeking legal action.”

John Lewis 1 star review on 2nd October 2024

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Posted 2 months ago

“John Lewis do not honour their two year warranty-they give every excuse in the book and blame the customer for causing the fault.These customers are my elderly parents.None of my family now shop at John Lewis and we tell everyone about our awful experience.JL are fine until things go wrong. You would not believe how poor their treatment of my parents was-beggars belief.A true test of customer service is when a product fails-JL were disgusting.AVOID!”

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Posted 2 months ago

“Good to shop with terrible to work for, I went to Waitrose and JL when leaving school because my mum banged on that they'd be so good with my health problems, after a year I had an argument with a manager comparing my sickness to his, "I have colitis, half my bowel removed and 12 months ago I'd been housebound for a year after having a bag reversed and this was the person he was comparing sickness too" half the managers I had were lovely other half awful. I got put in departments completely impractical for my health problems. I went for another role at Waitrose DC, a night's role, 2 days into my training week I find out they've put me on 6-2 mornings which I cannot do, nobody asked, I was just put on mornings without any knowledge. The biggest problem with this company is they have such a jumped up image and all the so called partners are delusional that they think you should be honoured to work for them like getting into the partnership is the height of achievement. They all need a wake up call from the floor staff, to HR to management that they work in a shop.”

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Posted 2 months ago

“On 5.5.24 I bought a new fridge from John Lewis in Oxford Street. Service was fine but when it came to payment I was offered a £30 discount if I had the John Lewis app. The salesperson offered to put it onto my iPhone but it was not possible due to JL’s policy of only accepting iPhones manufactured since 2020 with version 16 and above. My phone is version 15.8. I find this discriminatory and ageist. I wrote to alleged “Customer Services” the next day to express my disappointment and have yet to receive a reply or acknowledgment. We’re supposed to be saving what remains of our planet by using gadgets for longer and not constantly discarding them when they still function. John Lewis pretends to care about sustainability and publicise with empty PR gestures but they lack coherence. Having had an account at JL for over 30 years until the recent debacle with a new bank which treated old customers with contempt, I should have learned my lesson. I, like many others, no longer have a JL account. Current policy appears to be characterised by poor judgment and unimpressive management intelligence. I will now shop around more since my loyalty over the years is clearly neither valued or reciprocated. And now, they don’t even both to reply to letters of complaint.”

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Posted 3 months ago

“Abysmal. Employ idiots who don’t speak English, rude, hang up on you. I will never buy anything from John Lewis again.”

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Posted 4 months ago

“Utterly shameful experience trying to order a new cooker from these muppets. Told in writing by their customer services that we had to order 'Premier Service' at time of placing order on the telephone in order to get installation of new cooker and removal of old one. Told very firmly when trying to place the order that this 'Premier Service' could not be ordered from John Lewis. Had to be requested from supplier when they contacted us for a delivery date. Against my better judgement I placed the order even though whole process was now starting to feel unsafe and frankly like a scam. Spoke to supplier who stated very clearly that no, they cannot arrange 'Premier Service', in fact they are not in a position to take direct payments from members of the public and any fitting arrangements must come from re-seller, in this case John Lewis. Was told that JL regularly mess this up. Raised complaint with JL who first wrote this: 'Hi Tim Thank you so much for contacting John Lewis & Partners. I am sorry to learn that you were having difficulty trying to have a installation and disposal service done. At John Lewis we strive to provide quality services and products and understand that was not the purpose on this occasion. I have doubled check to see if any installation or disposal service comes with purchasing the Belling Cookcentre 100EI Electric Range Cooker With Induction Hob but can see that there are no services that comes with this specific item. For any future purchases, please note that not all selected items comes with services, this is why we would advise our customers to contact the customer service team and speak to them directly so that we can check on an alternative system to confirm if any services are available with the item. If the services are not able to be located we would advise our customers they will need to find their own 3rd party solution. Once again apologies for any disappointment this may have caused. If there is anything else you need assistance with, please do not hesitate to let us know.' Then this nonsense: 'Hi Tim Thank you so much for your response to the previous email. Once again apologies for any disappointment caused, in line with the matter this would be process on the items that does not come with any additional services, alternatively you can choose different item that will be suitable for you that comes with the installation and disposal service. If there is anything else you need assistance with, please do not hesitate to let us know. Kind regards' So no clue where this leaves a 100KG cooker or their customer and clear no interest in resolving the issue. Bloody Useless - DON'T order your cooker from these fools”

Helpful Report

Posted 4 months ago

“AVOID DODGY CUSTOMER SERVICE NOW THEY ARE TRYING TO SCAM AS MUCH PROFITS FROM CUSTOMERS HAVING MADE LOSSES IN RECENT YEARS!!!! Complained to John Lewis’ “customer service” as my shoes become broken. Entle in their Customer Service Team claimed, as attached, that as the shoes were purchased over 6 months ago, "we are unable to offer you a refund or a replacement as your item is way out of the 30-day return period. and because your item has no guarantee and was purchased two years ago, it is no longer covered by the Consumer Act.” THIS IS A LIE!!!! See the Consumer Rights Act 2015. See: https://www.legislation.gov.uk/ukpga/2015/15/section/24/notes. Under the Consumer Rights Act 2015 note 141, after 6 months you can claim either a repair, or a partial refund, for faulty goods at the point of purchase. AVOID!!!!! APPALLING CUSTOMER SERVICE ONLY INTERESTED IN MAKING PROFITS!!!!!!!”

John Lewis 1 star review on 3rd August 2024

Helpful Report

Posted 4 months ago

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 67%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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