John Lewis Reviews

Name: John Lewis
Rating: 2.67

2.7 Rating 2,419 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,419 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

“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

“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

John Lewis is rated 2.7 based on 2,419 reviews