Name: John Lewis
Rating: 2.66

“What has happened to the John Lewis we all know and love. I am truly upset by the arrogance and dismissive attitudes. It's bad enough having a problem with an item without your staff making situation much much worse by being as unhelpful as can be. Have you changed your policies? Twice I have been informed that customers can't go by advise given by yourselves. I am a loyal customer and truly upset by all this. I eventually got through to call centre today and was smart mouthed by adviser, so I promptly terminated call. Have you all been replaced by nasty aliens!!!”

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Posted 5 years ago

“I decided to purchase a mobile phone from John Lewis paying £100 more than other stores as someone said their customer service is good when something goes wrong. My partner also purchased the exact same phone from Argos. Both phones showed common faults so we have reported it to John Lewis and Argos. Argos didn't even question the fault, sent a return label for a refund. John Lewis questioned the faults but agreed to repair the phone. They said if I take it to the store it would take 28 working days, if I post it to them, it would take more than 28 working days! This is such a long time! I wish I had bought mine from Argos and it was £100 cheaper!”

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Posted 5 years ago

“I decided to purchase a mobile phone from John Lewis paying £100 more than other stores as someone said their customer service is good when something goes wrong. My partner also purchased the exact same phone from Argos. Both phones showed common faults so we have reported it to John Lewis and Argos. Argos didn't even question the fault, sent a return label for a refund. John Lewis questioned the faults but agreed to repair the phone. They said if I take it to the store it would take 28 working days, if I post it to them, it would take more than 28 working days! This is such a long time! I wish I had bought mine from Argos and it was £100 cheaper!”

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Posted 5 years ago

“John Lewis get a bad rap every time I have shopped with the everything has been perfect. Delivery was on time. Brilliant price.”

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Posted 5 years ago

“Do not buy from John Lewis, they are sadly finished. What was once a company you could rely on for excellent customer service is now appalling. If you want to experience a truly hellish shopping/customer service experience then shop with John Lewis! I didnt believe all the bad reviews either but wish I had now! You have been warned!!!”

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Posted 5 years ago

“So helpful and not at all pushy staff. Prices better than I thought. Will be back soon. Thank you”

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Posted 5 years ago

“Disgusting customer service totally unreasonable and I will never shop at John Lewis again”

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Posted 5 years ago

“Do not be lured by the assurances of their 7 year guarantee on furniture and beds. It is almost impossible to prove that the fault is a " manufacturing defect" ( no mention is made of this requirement is made in the John Lewis guarantee) and the customer service aftercare is appalling. Our issue on a highly expensive bed is unresolved and John Lewis have washed their hands of it. Buy from another retailer. We will never purchase any item ever again from John Lewis.”

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Posted 5 years ago

“The WORST customer service!!!”

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Posted 5 years ago

“It’s a long saga, so I will try to keep it brief. I bought a washer dryer from John Lewis, which never worked correctly from the start. I endured two years of engineer after engineer calling and in that time my machine was fitted with various new parts, including the electronics board replaced twice and the motor replaced twice. They refused to give me a new machine. Each time I rang their customer service I spent long periods on hold. One call lasted almost two hours, at the end of which they promised to replace the machine if the next repair was unsuccessful. The next repair was unsuccessful, so I rang expecting them to honour their promise of a new machine. They denied it ! During many of the calls to customer service, I would be hanging on for endless periods and then be cut off. Meaning I would have to be in the queue again and then have to start from scratch explaining the whole sorry saga to someone new. I eventually wrote to their managing director, hoping to get the problem dealt with. Someone from customer service rang and couldn’t have been less helpful. Eventually I threatened legal action and was told I could have a resolution settlement of £150. By this time I had been almost 2 1/2 years without a washing machine that worked adequately and was now not working at all as a result of the latest ‘repair’. I had had enough and accepted the offer of £150 for a new machine. I ordered a new machine In December and paid the additional sum. Several weeks later the new machine arrived. The drivers dismantled my old machine and put it on the van. They started to unpack the new item and I noticed it was silver, I had ordered a white machine. It was also a different model. They took it back and I eventually spoke to customer service again. The second delivery arrived two weeks later. As the drivers were bringing it in, I remarked that I hoped it was a white machine, not silver again. No, it wasn’t silver, it was BLACK this time and a different model again. I was at the end of my tether ! I rang customer service and they said I could have a refund. But for some reason the resolution settlement had now dropped from £150 to £96 !! I was livid, I have spent 2 1/2 years trying to get a washing machine that works, endless hours speaking to their customer service people, hours at home waiting for mechanics to call and delivery drivers, not to mention what I have spent at the laundrette. I eventually got them to reinstate the promised £150 and refund the additional sum. Needless to say I took that money elsewhere and have now got a new machine from Curry’s. I will never purchase anything from John Lewis again. The wonderful John Lewis customer service is a complete myth, it is appalling and in this day and age, when we see so many major retailers collapsing and going into liquidation I find John Lewis’ cavalier attitude towards their customers is quite incredible. Sadly it seems the lowest rating I can give on here is one star, they don’t even deserve that !”

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Posted 5 years ago

“Applewatch Serial number is not in the receipt JohnLewis is not giving the serial number of the product in invoice. I am not able to insure the products that I purchased from JL. This is not the case with other sellers. JL is not even trying to resolve the issue. Only response I received was "Our high value products are picked by an automated system with no human interaction in clear Perspex boxes and packed within 0.3 seconds of leaving the Perspex box and packaged and sealed for the customer. This process along the volumes in which we distribute these products makes it impossible for us to log IMIE or Serial numbers." What is the use of using automated system if you can not meet the requirements?. All insurance companies require serial numbers in receipt as underwriters are same for most of the insurance companies. This is from switched on insurance. Proof of Purchase Means the purchase receipt provided at the point of sale that gives details of the gadget(s) purchased (including any accessories), or similar documents that provide proof that you own the gadget(s) and enables the age of the gadget(s) to be reasonably identified. The receipt should include confirmation of the IMEI or serial number of the gadget(s) (where possible) and detail the UK VAT registration number of the company (or the equivalent tax if purchased overseas). Delivery notes are not an acceptable form of proof of purchase. This is from postoffice insurance. Proof of Purchase Means the original purchase receipt or a similar original document provided at the point of sale that gives details of the gadget(s) purchased (including any accessories) that provide proof that you own the gadget(s) and enables the age of the gadget(s) to be reasonably identified. The document should include confirmation of the IMEI or serial number of the gadget(s) (where possible), the purchase date, the purchase price, and detail the UK VAT registration PO_MASTER_ATL_ROLLING_SA_2019_10_R5 Page 10 number of the comp Atleast, they should allow us to buy "added care" when regular 2 year support ends. I purchased IPADs, Iphones and apple watch from you. Going forward, I will not purchase any items from you.”

Helpful Report

Posted 5 years ago

“Applewatch Serial number is not in the receipt JohnLewis is not giving the serial number of the product in invoice. I am not able to insure the products that I purchased from JL. This is not the case with other sellers. JL is not even trying to resolve the issue. Only response I received was "Our high value products are picked by an automated system with no human interaction in clear Perspex boxes and packed within 0.3 seconds of leaving the Perspex box and packaged and sealed for the customer. This process along the volumes in which we distribute these products makes it impossible for us to log IMIE or Serial numbers." What is the use of using automated system if you can not meet the requirements?. All insurance companies require serial numbers in receipt as underwriters are same for most of the insurance companies. This is from switched on insurance. Proof of Purchase Means the purchase receipt provided at the point of sale that gives details of the gadget(s) purchased (including any accessories), or similar documents that provide proof that you own the gadget(s) and enables the age of the gadget(s) to be reasonably identified. The receipt should include confirmation of the IMEI or serial number of the gadget(s) (where possible) and detail the UK VAT registration number of the company (or the equivalent tax if purchased overseas). Delivery notes are not an acceptable form of proof of purchase. This is from postoffice insurance. Proof of Purchase Means the original purchase receipt or a similar original document provided at the point of sale that gives details of the gadget(s) purchased (including any accessories) that provide proof that you own the gadget(s) and enables the age of the gadget(s) to be reasonably identified. The document should include confirmation of the IMEI or serial number of the gadget(s) (where possible), the purchase date, the purchase price, and detail the UK VAT registration PO_MASTER_ATL_ROLLING_SA_2019_10_R5 Page 10 number of the comp Atleast, they should allow us to buy "added care" when regular 2 year support ends. I purchased IPADs, Iphones and apple watch from you. Going forward, I will not purchase any items from you.”

Helpful Report

Posted 5 years ago

“Travelled from Swansea to Cardiff today Saturday 25 January 2020 to purchase a Lavazzo Modo Mia milk frother as they were showing 3 in stock. At the Cardiff store I requested I would like to purchase one of the units only to be told by the sales person that after checking his computer there was an error in the stock inventory, and there were non in store. For a company of this size I am very disappointed with the whole experience, and have now placed an order with Amazon.”

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Posted 5 years ago

“Terrible customer service contacted Norwich store as a transaction was put on my credit card which I knew nothing about then a credit was put put on card for a lesser amount. 20 minutes on phone to Norwich store only to be told that I had to e.mail their customer services about complaint. If you want to talk to them in person connection charge is £6 plus your provider charge plus premium rate phone call. Disgusting service, dont use John Lewis and can understand why they get rubbish reviews. Now contacting the Financial Authority to make formal complaint.”

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Posted 5 years ago

“John Lewis delivery driver blocked my drive and the public highway ,took a shortcut through my garden when delivering to a nearby house. Then swore at me when I asked them to shut my gate. J.L. not interested when I reported the incident even went to the very top and didn't get so much as an automatic response. Appalled by the lack of concern JL showed to somebody who wasn't even a customer”

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Posted 5 years ago

“Appalling lack of customer service. I ordered an oven but it could not be fitted so never came off the van. But the refund was NOT done by them and after repeatedly ringing and emailing they tell me that they have not received the oven back- but it was never removed from the lorry. 4 days later- no refund-no promised phone call- so I have been ‘chasing’ them and getting stressed but they DON’T CARE!”

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Posted 5 years ago

“Terrible customer service when ordering a corner sofa recently. Delivery men dumped it in our new kitchen and refused to unpack or assemble. John Lewis will not acknowledge that their delivery men were in the wrong and blame our builders. I've now had to pay the builders for their time unpacking and assembling it.”

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Posted 5 years ago

“Appalling service. Different excuses and timescales for a paid for item each time I call. There is also an unacceptable waiting time to speak to a so-called 'customer service' agent. They are unable to confirm anything by email to you or by phone message to ensure that what has been discussed can be verified.”

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Posted 5 years ago

“I recently made a claim under the 5 year guarantee when a TV stopped working. John Lewis arranged for a local TV repair company to visit and inspect the TV. It was declared non repairable due to a screen problem and John Lewis told me they could not find an exact replacement so they would refund the purchase price (when they had collected the TV) and I could order another TV as there system wouldn't let them reorder and let me pay the difference. Then the problems began. The TV was eventually collected after numerous calls from me to arrange a collection date. Each time you call John Lewis you are on hold for at least 15 minutes before you get through to someone. I explained I no longer held the card on which I made the original purchase - no problem I was asked for the new card number and was told the refund would be made to the new card. 1 week later no refund. More calls to be told due to an error the refund action had been cancelled??? person could not explain why. Being solution focused I remained calm after being assured a refund would be instigated today. Then the problems really started. I asked them to confirm they were putting the refund onto the card details which I was asked for last week. I was told it was going onto the original card a card which was terminated 3 years ago! and the old bank would sort matters out. It took a further 30 minutes of negotiating and then speaking with a Manager (I had to insist and insist on speaking to a manager) that I was eventually told the refund would be made onto the new card within 3 to 5 days. A terrible experience which in all has take 3 hours on the phone over a 10 day period to sort out. I have always like John Lewis products and stores but this has completely changed my opinion. John Lewis has lost there main selling point of brilliant customer service. So many other retailers offer much better customer focus when things go wrong. I will not be ordering any major purchases in the future. I understand problems occur but it's how they are dealt with that matters and in a timely manner”

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Posted 5 years ago

“Worst service ever!! Worst service ever!!! Ordered a humidifier with urgent delivery for my child!!they charged £10 extra for over night delivery and it’s been over a week!!dont know what’s worst their shipment services or customer services as no one replied to my emails and follow ups. We are suffering after paying £90 pounds and still no news of the product!!! What a way to manage a brand pathetic service worst ever !!!”

Helpful Report

Posted 5 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