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.

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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

“Appalling customer service..no txt confirming 2hr delivery slot for today arrived last night..phoned today at 10.39 delivery and installation cancelled..old cooker disconnected yesterday..no cooker until at least next Tuesday..NEVER AGAIN”

Helpful Report

Posted 3 years ago

“Dont pick up the phone for 10 plus minutes and when they do their attitude is unhelpful. Maybe the company is on its last legs ?”

Helpful Report

Posted 3 years ago

“i would like to bring the attention of john lewis to the excellent service i recieved from DOREEN HAMILTON in the restaurant at their store in bluewater kent when i dropped my sandwich on the floor she was so obliging and helpfull doing everything she could to replacing my sandwich to cleaning up the floor and all with a smile on her face please send her my thanks once again for her outstanding care mrs white”

Helpful Report

Posted 3 years ago

“I collected my order today and the pair of trousers which was part of my order was definitely worn before by someone and the belt was missing. I contacted customer service and spent a long time on the phone, talking to someone and sending the picture to show the state of the trousers. I have been told that I can return this item. Totally unacceptable and I am really disappointed that John Lewis didn't check the state of the trousers before sending them to me. I have decided to make a journey to my local Waitrose to return rather than the collection as I work full time and would like to take time for someone collecting it.”

Helpful Report

Posted 3 years ago

“Engaged John Lewis to provide and fit kitchen. Their plan stated 11 working days start to finish, concluding 21 July. Simple, non-complex job. Still no where near finished and the kitchen fitter further delayed completion yesterday due to 'unforeseen circumstances'. The company mistakes internal management escalation with customer resolution. I would recommend that anybody in the South West does not use JL for kitchen installation. Three months late, no path to resolution, poor workmanship and staff that are not empowered to deliver resolution. We have now had to source kitchen fitters beyond John Lewis to complete the job. The website and words say good things, but it is not a lived experience.”

Helpful Report

Posted 3 years ago

“I ordered 2 table lamps from JL and received 5, 3 of which I had not paid for. I informed customer services (after a long wait) to be spoken to aggressively but eventually instructed that I needed to print out a return label and wait for Hermes to collect the goods on Tuesday. This has not happened. I received no thanks from your colleague for offering to return the goods and no apology for your mistake. I am now intending to keep the extra lamps!!”

Helpful Report

Posted 3 years ago

“Visited the Oxford store and decided to buy my Clarins from there as Debenhams had closed. The assistant at the Clarins desk ignored me as I waited for several minutes, she was dealing with another customer but ignored the fact I was waiting for a long time which I felt was bad manners. I went to Boots and they were lovely and will get my business in the future.”

Helpful Report

Posted 3 years ago

“Placing the order and paying in excess of £1400 for a Sony Bravia OLED TV was the easy part, but trying to resolve an issue is proving to be more difficult or should I say impossible. My TV is 8 months old and started displaying lines within the screen. I called John Lewis and they collected the TV only to be told days later that the TV had suffered an impact and would not be covered under their Warranty. There are no scratches, dents or marks on the screen or entire TV. Where on earth do John Lewis get by in accusing valued customers of causing damage to avoid adhering to the terms of their Warranty? The TV has been placed on an oak cabinet for 8 months and treated with the respect that John Lewis should give to their customers. John Lewis appear to be encouraging customers to use their home contents insurance to resolve their issues. NO !!!! It will not happen. John Lewis has stopped responding to e-mails and have failed to send a copy of the requested report numerous times. NEVER use this Company to purchase ANYTHING - they will use all means to avoid repairing, replacing or refunding for faulty goods. The renown Christmas advertising is paid for by valued customers who they fail on a daily basis. Spreading the word of good tidings and good will to all men - You are having a joke !!! PAY UP JOHN LEWIS”

Helpful Report

Posted 3 years ago

“Very poor customer service. Bought airpods for two year guarantee, its not worth the the paper its written on. They wouldn’t honour guarantee and were extremely rude and patronising. Escalated via social media and they still wouldn’t honour guarantee and didn’t even apologise for disgraceful attitude of support staff.”

Helpful Report

Posted 3 years ago

“I have bought a baby crib from peter jones on 5/8 for it to be delivered to me in 5 days - i have received the mattress and the crib which had the basket missing so they’ve only had the leg and the wheels so i called the customer service to report this and they said in 2 weeks times they’ll arrange for someone to collect the wrong box and deliver the right item on the same day - when the delivery man came he had no delivery for me he said the only information he was given is to collect the box with the missing item- i gave it to him and called the customer service team who have shocked me by saying the item is out of stock! They’ve apologised and ensured me to get delivered on 30/8 which i have agreed to - on the delivery day i called them to check the time frame when is it coming then i got told sorry they still haven’t got it delivered to their stock yet! They said they’re getting it on 31/8 delivered to them for sure and i should get delivered to me on 02/09 and again day of delivery i called to check and was told sorry we haven’t got it !! I was then told 15/9 which is a day before my due date to give birth! I have left a review on Twitter and had someone replying back to me to say they haven’t got in stock and that date of 15/9 is not guaranteed! I have then decided to find myself another solution by buying something else from boots who’s offering next day delivery and called JL’s customer service to ask for my refund - they have then refused to refund my money saying that i have paid in cash in peter jones branch and I have to go there to get the refund they can’t transfer it to my bank account! Can u see how ridiculous this is!?? I couldn’t believe i was treated like this! No way my brain is not accepting this disgusting service at all ! The amount of lies and the false information they have given me was absolutely crazy and now even my money back is not an option!? I cannot drive anymore i live in north west London and peter jones branch is in chelsea which is a long drive - I’ve told them this and im heavily pregnant how could you expect me to go there for a refund- all I’m getting from their team is lies on top of lies and i seem to have lost my £179 without getting anything!! So please this is an important review to help you guys before u buy from this shop! Their customer service level is truly low they have gone downhill!!”

Helpful Report

Posted 3 years ago

“I specifically ordered from John Lewis (3 appliances in one week) because they are meant to have excellent customer service, however I was called at the end of my two-hour delivery window to be told the drivers had done their hours for the day so could not deliver and install my first appliance. The next available slot was a week later, which I booked. I was then told on the day that they couldn't install it because they didn't have time to empty a cupboard and take the backboard out, so I would have to rebook another slot. Firstly, there would have been more than enough time for me to prepare the cupboard whilst they brought the appliance upstairs. Secondly, the next available slot was another week later. This felt like laziness on their part and a ridiculous amount of time to wait considering I had booked the first installation two weeks earlier. After complaining each time, I was offered two goodwill gestures, amounting to a £20 gift card each. Needless to say, I won't be ordering appliances from John Lewis again.”

Helpful Report

Posted 3 years ago

“Used to love John Lewis - what the heck’s happened to them ? Paid extra to have 2 hour window delivery of new washing machine. No communication on the day so phoned to chase up -spent over an hour on the phone -end of evening and they still ( apparently) don’t know where it is, what’s happened etc. Absolutely appalling “ customer service”.”

Helpful Report

Posted 3 years ago

“what a joke, dont even bother buying from these unless you dont want your item until next year, so far 2 cancellations on delivery, both times waited in and then 30 mins before, sorry cant make it and rebook, was on the phone to customer services and after 20 minutes of them trying to rebook they cut me off.. DO NOY BUY FROM JOHN LEWIS”

Helpful Report

Posted 3 years ago

“Worst experience ever...item was ordered then lost for 3weeks,customer service very poor!!! Money was taken from the account but no item was received. Do not recommend purchasing from John Lewis...”

Helpful Report

Posted 3 years ago

“This is an updated email for order no. 294171337, a copy of which I would like forwarding to the CEO. 1. My wife and I ordered online two chairs and a sofa on 7 June, having visited the shop in Liverpool to choose the fabrics. 2. We were informed that the delivery would be 10 weeks for the sofa and 18 weeks for the chairs. 3. After 9 weeks, we were informed that the fabric for the sofa was no longer available and we were requested to choose an alternative fabric via the shop in Liverpool. 4. When we arrived at the shop we were told by the assistant that the change could not be made in the shop since the original order was made online. After much discussion and confusion, the assistant then proceeded to make the change as we had been advised by Customer Services 5. We chose the new fabric and were assured that it was in stock (we were told that there was 480 m available, so no problem) 6. When we raised the question of the delivery we were told that “of course” we would not have to join the end of the delivery queue, since it was the Company’s mistake that had caused our problem and THAT OUR ORDER WOULD BE EXPEDITED. 7. A week ago we received an SMS to say that delivery was being made at the weekend and that the delivery driver would contact us 30 mins before arrival. When the driver telephoned, he informed us that he was COLLECTING a sofa. I said that that was in error, since we had no sofa to collect. 8. A few days ago we heard by email that our sofa will not be delivered until 9 November, some 5 months after the original order was placed. In other words, our order has NOT been expedited and we have started the wait from the beginning. 9. In conversation with one of the managers in Customer Services, it was then stated that the new fabric is not available. So, John Lewis have chosen to push our order so far down in the queue that the 480 m has been used for other customers. In all of the purchases made either from John Lewis or others, this is, without any doubt, the worst buying experience of our lives. All that we have had is apologies, but no action. This represents absolutely dreadful service, so much so that we would never use John Lewis again. In view of this atrocious experience, I am seeking compensation for the distress which this has caused us and I am herewith cancelling our sofa order and demanding an instant refund of monies paid. A truly horrible experience shopping with John Lewis.”

Helpful Report

Posted 3 years ago

“I bought Jabra elite 65t headphones less than 4 months ago, they stopped working. Customer service refuses to exchange them even though their warrantee says that they will replace it with an item of similar specifications, ie. the Jabra 75t which has exactly the same specifications, Refusing to exchange electronics because the model number changes is rediculous. What good is a warrantee on electronics that doesnt take into account that technology advances. Their customer service is rubbish. I will never shop there again.”

Helpful Report

Posted 3 years ago

“I bought a S*NY TV with 5 yrs warranty… I bought a S*NY TV with 5 yrs warranty less than a year old, it's was 2020. I after a period of 11 months..the screen start to f#ck up with no reason turning black while the TV set in on. (I've YouTube it and I've got an idea of the issue) nevertheless. I've contacted J.Lewis con service, they did follow Thier step of service and sent me two old tools at home supposed to be techs, they even didn't bother to test and troubleshoot the TV set instead of that they took photos of the TVs old dead pixels in top corner which is not related the current fault cause the TV was working just fine for nearly a year with those pixels. Id*ots. Easy day for them. C*nts. .what a sh*ty company to do business with. Zero star.”

Helpful Report

Posted 3 years ago

“Got a washer dryer 8 months old from John lewis same fault twice obviously a very unreliable machine I've asked for a refund and they're saying no now going down trading standards and see them in court route”

Helpful Report

Posted 3 years ago

“I bought a sony smart tv plus installation. They failed to install all my devices and within 24 hours I found that the set was almost certainly second hand and kept reverting to somebody else's network and cutting off wifi/internet. No other device in the house did this. I would reset it and it would happen again. When I paired the TV with my laptop the TV could not hold a cast and would drop out time and time again. I checked everything and it was certainly the TV at fault. When I complained to John Lewis they were not prepared to exchange the TV as per their warranty stating as it was only 14 days old and they had now decided not to sell that model and would not refund the installation which I had to finish myself. Their guarantee unambiguously states they will exchange . exchange the product for another one of similar quality. This mean even if I returned the TV I would be at a financial loss as a full refund was not offered. Initially I was told that no manager was prepared to speak to me and when eventually did get one he put the phone down on me. John Lewis now say it will take 14 more days to review the situation. Why can they not just honour the words of their guarantee. As a company they are full of how wonderful they are but in fact they unhelpful, arrogant and not to be trusted.”

Helpful Report

Posted 3 years ago

“Spent over 1k on an egg pram that we ordered via the Trafford centre store. While there the staff member obviously hadn’t been trained correctly on the item and ordered wrong one. Unaware of this we waited over 2 weeks for the pram to be delivered, when it finally arrived it was the wrong one and completely unsuitable. Then were told we’d have to wait until October for a new one. This would be far too late and 4 months after we originally went to purchase the product. All we got after being on the phone all day trying to get something sorted and various emails was an apology and the delivery charges back. I will NEVER shop at this store again. They need to make sure staff know any new and expensive products like the back of their hands and make sure they don’t ruin what is meant to be a very special time for families. Disgraceful in every way! And don’t be fooled they DO NOT care about the little consumer it’s all rubbish and false advertising! Thanks for causing massive stress and upset John Lewis. DISGUSTING!”

Helpful Report

Posted 3 years ago

John Lewis is rated 2.7 based on 2,432 reviews