John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,432 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,432 reviews

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

About John Lewis:

Uks biggest premium department store.

Visit Website

Write Your review

Tell us how John Lewis made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was given a Brent Cross gift voucher in December 2019 from the residents for where I work for in a Retirement Living Plus. I couldn't use is so quick due to Covid19. I took the time to go in store and purchase a GHD professional straighteners when it was safe to go in store on 2nd Sept 2020. Brent Cross is not easy for me to get to especially living in Harrow and being a keyworker. My GHD were registered for warranty and recently started playing up in order to validate they needed proof of purchase. I realised that I couldn't use my bank statement that I part purchased on and paid £28.75 and could not find the receipt of purchase. With everything with Covid19 this was the last thing I could worry about. I called customer services on 1st July in the afternoon. They could not get hold of the store and I gave them all the details I had of the purchase inclusive of my email to provide the store. I was informed by the ŕepresentative someone would contact me before midday verbally or by midday on 2nd July to help me. Nobody called so I made an online query on Sunday 4th and recieved a long email that ended contact them on the number on which I did and spoke to a gentleman called Ryan that stated they cannot contact the store and they best way would be to go in store and this would be attainable. I explained to Ryan I hope it would not be a waste of journey as I would have to go on my one day off Friday to obtain. He assured me is would be easy to obtain. Today is Friday a week on I went in store and a rude lady on the till unapproachable gave me spiel on GDPR and asking security team on retrieval to just point blank refuse without understanding my predicament. I brought from John Lewis as they have unique references and was recommended by a lady that lives in my development that worked in the store for 15 years in customer services that is now retired in our development. I am disgusted and appalled with the lack of compassion and understanding and lost on how to get my GHD looked at. I will see how GHD can support me as this is so disappointing. I would not claim falsely and am an honest person with a genuine issue. Ghd just emailed and are happy to support it being returned and looked at by free post. It is good GHD understand and value customer. Never shopping in John lewis again as a result even if I get another voucher over rated and don't value customers.”

Helpful Report

Posted 3 years ago

“Customer service is rubbish complaint on product no calls returned nothing done Company is sinking into a pit and I always loved their service”

Helpful Report

Posted 3 years ago

“Bought a dishwasher that failed to work and when phoned for help was put through to Electrolux who didn’t know what to suggest Felt very disappointed in John Lewis after sales service Won’t buy such expensive item if them again”

Helpful Report

Posted 3 years ago

“I ordered a corner sofa from John Lewis on 18 March 2021. The lead time was 11 weeks and so should have been due on 3 June. There is no sign of the corner sofa. I called JL today (30 June) and advised the sofa is still with the manufacture. The carcass has been built but there is no fabric on it and they do not have any fabric in stock. I was advised I would get a call back on Monday. There was no commitment from JL to manage their manufacture or provide any solution. I have been very suprised with the lack of customer service from them. They have not offered to provide me with a sofa or any compensation for the delay. They know that my wife is 7months pregnant and that we have no sofa to be using in the meantime.”

Helpful Report

Posted 3 years ago

“They lost our parcel, they acknowledge the loss, but refusing to refund!! John Lewis support actually suggested to speak to my bank to get my money back!!”

Helpful Report

Posted 3 years ago

“Some of the worst customer services aftercare I have ever had the misfortune to experience. If the option was no stars then that is what they would have been given. Purchased a freezer which from day one was very noisy when compressor cut in and the door open alarm didn't work. Reported it straight away. They said leave it for 48 hours and if still the same get back. I did and it didn't get better. Rang them back. Couldn't get through but took opted to send a text expecting a call back - no eventually at the most inconvenient time I had to enter into a protracted text exchange to explain the problem. This culminated with JL advising me to contact the manufacturer and if they said there was a fault to get back to them. I did and after almost an hour on hold finally got through to be told by manufacturer that they would need to book an engineer but there was a possibility of a call out charge! I explained that JL had said that I needed to get back to them if the manufacturer had said there was a possible fault. I made contact again....eventually....with JL by the text "service". I was told that I would need to go back to the manufacturer to book the engineer, they were totally unsympathetic to the fact that they had needlessly wasted my time by making me retrun to them only to have to go back to the manufacturer when I could have booked it on the first call. That is where I am now, waiting for the last 40 minutes to get through. The freezer is not even a month old. JL have done nothing to help and to compound matters have said that it will be a repair even when their website clearly says that faulty products will be replaced withing 30 days. The freeer has been faulty since it was delivered! I went to JL even though the product was more expensive than with other sellers, believing that they had better customer service. What a mistake! They are worse than useless. My advice is pay less and go elsewhere, you may end up with just as bad customer service but at least you will not pay a premium for your goods expecting decent customer service!”

Helpful Report

Posted 3 years ago

“Awful quality furniture. A £1000 leather armchair burst at the seams after less than five years. Company’s response was that this is normal wear and tear. Shoddy quality and shoddy customer service.”

Helpful Report

Posted 3 years ago

“Incredible, bought a mobile phone from JL. Great phone but it wouldn't send through notifications for new emails. Spoke to the manufacturers who said that it was an issue with the device. I called JL to get return instructions only to be told that it could not be returned as I had keyed in personal data!!! How on earth can you set up any modern device these days, phones, laptops, smartwatch, without keying in personal information. So, the clear message here is, DO NOT BUY A MOBILE PHONE FROM JOHN LEWIS unless you want to own it forever...cos it can never go back!”

Helpful Report

Posted 3 years ago

“Excellent service”

Helpful Report

Posted 3 years ago

“I have to fill in a letter before action for moneyclaimonline.gov The Consumer Contracts Regulations are online and John Lewis have broken them here there and everywhere: how they persuade staff to go into work each morning and pretend not to know the law is a mystery. Maybe that's because the ones that stay in the job seem a little scripted. I find it very dull having to learn all this stuff that I will only use once in my life; I know that online courts are accident-prone, and claimants are meant to accept arbitration rather than going the whole way and getting a judgement against, which would show in JL's credit references. They know this. They know that most people will drop out after referring to trading standards or something like that, but I suppose I have to follow this darn thing through. Never again.”

Helpful Report

Posted 3 years ago

“If I could give zero stars I would!! I have always been a loyal John Lewis customer, but I will never buy a thing from them again! I brought a watch from them 9 months ago and the strap has completely worn away, along with the numbers and lettering inside the face that now float around and basically look like a fake watch! Appalled with their email responses, the watch is 9 months old, this is what I expect from a 25 year old watch!! Actually I don’t even expect it from a 25 year old watch, when you pay well over £100 for a watch you expect it to last! Their responses are that it needs sending off for assessing!!! Even though it’s only 9 months old and I will now be without a watch for god knows how long.... it’s just not good enough!”

Helpful Report

Posted 3 years ago

“The most appalling shopping experience! I ordered a custom size blind at the start of March. Once the blind was ready it took 2 weeks and 5 calls to John Lewis to arrange delivery! When it finally arrived, the blind, which was meant to be blackout, had holes all over it, which means that the light can come through as much as it wishes. I emailed them immediately with details and photos and have been told that someone will get back to me within 24h. 10 days and 5 more phone calls later (during which I kept being told that they can't put me through to the relevant department, but someone will definitely get back to me 'today') I received an appalling email saying that they might consider "looking into the issue." So, a month and half later, I have a blind full of holes, hours of phone calls to John Lewis and no resolution. NEVER ever shopping with them again.”

Helpful Report

Posted 3 years ago

“I purchased an LG 55 inch TV. The screen was poor. I was away but my wife followed up with LG and followed instructions. It's never been great. Finally, they sent an engineer. I am informed its screen burn - which should not happen. John Lewis say the standard warranty does not cover this -I should have purchased a premium warranty. This is very poor from a trusted retailer who we have been loyal to for 25 years and puchsed over 10000 pounds of equipment over the years.”

Helpful Report

Posted 3 years ago

“Flooring - John Lewis have visited our home on two occasions in relation to site surveys for new carpeted areas and LVT Karndean Flooring in a number of different rooms: Karndean LVT Flooring – JL advised us that due to some damage in the sub floor that we should get a tradesperson/carpenter to carry out some remedial works to repair the two areas of damage before the laying of the Karndean flooring as it would likely invalidate the warranty. On the basis that in my opinion the ‘damage’ to the sub floor was pretty minor I arranged for three local independent Karndean approved installers to also quote for the works and each of those suppliers said the sub floor did not require any remedial works and it was perfectly ok to lay the LVT down. Subsequently we visited the Karndean showroom in Evesham last week for a pre booked appointment to view the flooring types etc and I showed the Karndean agent images and video clips of the sub floor and on the basis of that their view was no remedial works are required because there is no need for it as it would not affect the LVT at all. So why did John Lewis tell us the remedials are required when even the manufacturer of the product says it is not necessary – perhaps they don’t actually understand the products they are selling and they think its ok to get your Customers to undertake completely unnecessary works. Carpeted Areas – we opted for JL ‘Branded’ Carpet – we subsequently found the same carpet on the Manufacturers website (it even has the same product name!) The difference between them appears to be the weight of the carpet nothing more than that. We can get a better grade of the same carpet from the independent suppliers at the same price of the JL cheaper option. The entire flooring works we are having done by one of the local independent family run suppliers whose total cost is more (by £16.00) than what John Lewis quoted but their customer service and product knowledge and their flexibility far exceeds John Lewis and is therefore worth paying for. In addition we can also have additional Karndean products to compliment the installation which John Lewis don’t sell because as you surveyor told me ‘the procurement people wont buy them’ I was then told you can provide additional items from another manufacture as long as its in white as that all you do! Terrible service and completely awful advice, not to be trusted.”

Helpful Report

Posted 3 years ago

“Refund on a tv not being given after pick up, there telling me they need to find it in there warehouse,after they picked it up. Sent another mail no response really poor Service from this company .”

Helpful Report

Posted 4 years ago

“Bought a washing machine from them. Great service including installation and removal of old washer for no extra cost.”

Helpful Report

Posted 4 years ago

“Purchased an expensive kettle as a present & after only 3 months there were problems with not cutting off boiling & the paint was flaking off & the response we got was we’ll repair it you’ll only be without it for a couple of weeks. Bearing in mind it has a two year warranty. Shocking customer service. After a while they did replace it but wasn’t easy”

Helpful Report

Posted 4 years ago

“Having used a well known electrical retailer in the past with drastic results decided to use John Lewis. I couldn’t believe the difference in the quality of service. John Lewis were brilliant from start to finish. Just had a Bosch washing machine delivered which included free delivery, installation and recycling of the old machine. The. Night before gave me a 2 hour time slot and a phone call on the day to say they were on their way. It was a difficult installation and they were polite and efficient throughout The other company just left the machine and said that they were running late. Well done John Lewis, will always use you for the extra mile you go to to make sure that everything is hassle free.”

Helpful Report

Posted 4 years ago

“I bought a washing machine from John Lewis in November and paid for it to be fitted by them. The pipe connection leaked and ruined kitchen flooring. I was on the phone for half a day being pushed from pillar to post. Eventually I was put through to the right department. It took 4 days for them to send an engineer. The machine was disconnected and water turned off to protect kitchen units from water damage. They refuse to accept the claim saying that it was because machine was disconnected. I explained why but they would not listen. I asked for a telephone number to make a complaint but was told I could not speak to anyone and if I wanted to take matter further then I would have to take it outside of J Lewis. I have been a customer of theirs for many many years but I will now consider buying from local shops as I have no confidence in their customer service anymore. I will be taking the matter to the small claims court.”

Helpful Report

Posted 4 years ago

“I bought a tumble dryer 7th Dec 2020 that would stop after a few minutes on every program from brand new, I called John Lewis within a few days of the purchase and they said they had to send a Bosch engineer to inspect it on 30th December. We bought this dryer because it was in stock for immediate use. (Elderly mum had a fall and we had loads of washing to deal with so it was urgent) This made no difference to John Lewis, they insisted that the engineer had to find a fault before agreeing to a replacement. So we had to wait three weeks. Engineer came and on the test my dryer worked for the first time. When I tried it, it didn’t work, I then realised that on the test, the clothes were more wet so the sensor sensed the moisture. I continued to try to use it but it rarely worked using the sensor programs. I complained again to John Lewis, who just said no fault was found, They sent the engineer again, but again I had to wet the clothes for the test and it worked. So frustrating. I explained that it only works on very wet clothes not freshly spun. They would not believe me that it was faulty. Its been 3 months now yoyo’ing between Bosche and John Lewis. Bosch say they can’t teplace it its up to John Lewis, and John Lewis say its up to Bosche to find a fault. So I have a rubbish dryer that doesn’t work as specified in the manual and John Lewis won’t replace it. Worst than that is the staff in customer care. They are rude insensitive and inpatient and they hang up on you when they have had enough. Very different from how they used to be a few years ago.”

Helpful Report

Posted 4 years ago

John Lewis is rated 2.7 based on 2,432 reviews