Name: John Lewis
Rating: 2.67

“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.”

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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 .”

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Posted 3 years ago

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

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Posted 3 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”

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Posted 3 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 3 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 3 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 3 years ago

“Always have great service at John Lewis. The staff are always helpful, stores are well laid out and tidy and with nice things to look at. Website is easy to use and stuff arrives on time. All the bad reviews don’t sound like the JL I see!!!”

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Posted 3 years ago

“My Panasonic television was faulty Picked up for repair and came back with different new screen and not fitted properly and damaged At the time my father in law died with Covid and did not check It properly as I had other things on my mind John Lewis stated Television was repaired properly and as I did not report it straight away they were not responsible The new screen is different to the one that was on the television when I sent it for repair John Lewis closed my complaint and would not listen to me Very poor service from management and not staff”

Helpful Report

Posted 3 years ago

“I spent 2.5K on a 8K Samsung TV and it arrived faulty but John Lewis will only repair it because I contacted them 35 days after delivery. They are also inconsistent and inaccurate with the advice they give about repairs such as initially saying the TV would be repaired within 24 hrs but now this could take more than 72 hours!!! Update 17/2/20 the goal post keeps on changing and the repairer is now telling me it could take more than one week to repair!! Also I emailed JL as advised in their reply to this complaint and I have not received any correspondence back but I did expect that but just in case anyone reading these posts think JL are concerned or care. JL are not bothered about complaints and have no interest in resolving them, this is merely a PR exercise. JL are only concerned about their profit margins and not customer care.”

Helpful Report

Posted 3 years ago

“Ordered a washing machine + installation. When the crew came to deliver and install, they determined it was too difficult to install and delivered only the washing machine. No attempt to help get it installed (eg recommendations on where to go, what to do etc). Phoned Curry’s, explained the situation, they sent two guy round the next day who installed the machine I had bought off John Lewis for minimal price. Really friendly guys who really went the extra mil. Needless to say, now a Curry’s customer for everything I need for my new house”

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Posted 3 years ago

“Ihave been waiting 5 weeks for a refund of £70 on a faulty toaster .I have phoned customer service team several times,waiting up to 40 mins before they answer.They then put me through to another dept .only. to be cut off . Each one tells me it is being sorted.Still waiting.Does it take 5 weeks for £70 to be refunded into the bank. The worst customer team I have ever experiencied.It has been so stressful.”

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Posted 3 years ago

“Avoid JL at all costs. They have gone from a premium company to worst customer service I've ever had over the past few years. Disgusting the way they treat loyal customers.”

Helpful Report

Posted 3 years ago

“Literally worst customer service experience ever. My premium OLED TV had a fault which was found after just a few months, but after trying for weeks to get it collected and fault investigated John Lewis have done nothing other than fob me off and waste my time. Its amazing how a company famous for great service has become the lowest of the low. The John Lewis approach to customer service for expensive electrical seems to be as follows: 1. Keep the customer on hold as long as possible and hope they give up 2. If customer does get through tell them you need to call another team and put them back on hold again for as long as possible 3. If they stay on the line either cut them off so they have to start again or tell them someone will call them back later (even though they never do) so that they have to start again 4. If customer escalates a complaint or insists on a meaningful response, then claim it is a manufacturer responsibility and fob them off to the manufacture who will also try and fob them off before eventually say it is a John Lewis responsibility as only a few months old. 5. Start again at step 1 This isn't an exaggeration, this is literally what I have experienced for well over a month despite repeated calls, emails and complaints. In the end I had to write off the cost of the expensive OLED TV and am needing to take legal action to recover the costs. In summary there is no longer reason to use John Lewis, just buy from anywhere else that will actually honour their consumer rights obligations.”

Helpful Report

Posted 3 years ago

“Literally worst customer service experience ever. My premium OLED TV had a fault which was found after just a few months, but after trying for weeks to get it collected and fault investigated John Lewis have done nothing other than fob me off and waste my time. Its amazing how a company famous for great service has become the lowest of the low. The John Lewis approach to customer service for expensive electrical seems to be as follows: 1. Keep the customer on hold as long as possible and hope they give up 2. If customer does get through tell them you need to call another team and put them back on hold again for as long as possible 3. If they stay on the line either cut them off so they have to start again or tell them someone will call them back later (even though they never do) so that they have to start again 4. If customer escalates a complaint or insists on a meaningful response, then claim it is a manufacturer responsibility and fob them off to the manufacture who will also try and fob them off before eventually say it is a John Lewis responsibility as only a few months old. 5. Start again at step 1 This isn't an exaggeration, this is literally what I have experienced for well over a month despite repeated calls, emails and complaints. In the end I had to write off the cost of the expensive OLED TV and am needing to take legal action to recover the costs. In summary there is no longer reason to use John Lewis, just buy from anywhere else that will actually honour their consumer rights obligations.”

Helpful Report

Posted 3 years ago

“Avoid at all cost Avoid at all cost, especially the more expensive tech. I bought a IPhone last year which got delivered used! JL requested I return the phone, which I did, only then to turn around and say we lost the phone and we are keeping your money. Court proceedings starting this week! £1200 phone IS NOT A JOKE”

Helpful Report

Posted 3 years ago

“John Lewis and partners, unfortunately cannot deliver what they claim. There two year warranty for example is a total waste . You are better off buying products with Argos. This is what happened to the microwave ( within an 18 month period) I purchased from john lewis, less than two years ago , please see photo. For the record John Lewis refused to honour the warranty for this sub standard product.”

Helpful Report

Posted 3 years ago

“Really poor service - expected much more Order place 8th Jan. Only half the order turned up and the rest of the items are who knows where. Contact JLP customer ervice- they take an age to respond and then tell me to wait another 5 days for a response. JLP make out they are superior to other retailers but that is not the truth. It should not take weeks to deliver 4 picture frames. Really poor John Lewis. UPDATED AFTER RESPONSE - 'Didn't arrive as expected'? what does that mean? It didn't arrive full stop. Still very, very poor customer service - the frames were just one part of the order, the light that was also in the order arrived fine. Really disappointed that John Lewis pointing the finger at others. Also - who asked for a refund? I certainly didn't. Why can't you just deliver what I ordered and paid for all those weeks ago? Come on - sort it out, stop putting the onus on me to call you and fix this, this level of service is not good enough.”

Helpful Report

Posted 3 years 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

John Lewis Reviews