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

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“Armed with measurements we visited John Lewis in Cambridge to purchase everything we needed to fit into our soon to be restored kitchen. It didn’t take long for us to be utterly confused and I was on the point of giving up and going home when Glen from the appliance department spotted us and came to our rescue. He guided us through each purchase and in such a cheerful and helpful way that we managed to find everything we needed and in the right measurements. We were very grateful for all his help and advice and he made the experience so much more enjoyable.”

Helpful Report

Posted 5 years ago

“Used their Hermes courier service to send back unwanted items. Courier never came, took John Lewis a week to sort out another courier. Items delivered back, no refund. 3 weeks later I had to chase them and was told my refund was processed that day. It’s now another 3 weeks on and I’m still £450 out of pocket. No one replying to emails. Not the retailer they used to be. Please refund me”

Helpful Report

Posted 5 years ago

“I used to pay a premium to shop at JL because of their excellent customer service. No more! They now seem to go out of their ay to wind up their best customers. I now avoid bying from them if at all possible!”

Helpful Report

Posted 5 years ago

“Absolutely disappointed at the service I received in John Lewis Glasgow. The queue was quite lengthy although at this time it is to be expected however I was hoping that I would not get the assistant/partner that was chewing on her gum and had upset two customers in front of me. Sure enough I did...I was buying a gents Barbour jacket £225, perhaps not a lot of money to some people, but I saved hard to buy this for my husband. I was feeling delighted with myself and although I tried to engage with her by sharing my Christmas spirit, she was totally disinterested and complained about being tired. I appreciate that she probably was but I was not the person she should complain to. “Want a bag?” she asked and because the jacket was bulky I needed one. Yes please I replied only for the jacket to be squashed into one that was much too small. I asked if there were any bigger bags, as it was heavy rain outside and I was concerned that it would be soaked by the time I arrived home. “ No that’s as good as you will get”. I was speechless at her attitude and with hindsight I wish I had asked to speak to a manager. The queue was building up and I felt it unfair for others queuing to hold them up any longer. John Lewis is always my go to shop but on this occasion they did not live up to my expectations. A little further customer service training required I think.”

Helpful Report

Posted 5 years ago

“Shopped in JL Birmingham, really nice stuff and was pleased with my purchases: I decided to have something to eat so visited JL restaurant. I have celiac disease so asked for gluten free options. The staff were clueless and obviously had not been trained, they didn’t understand the folder they were using so I ended up walking away. My conclusion is by all means use the shop but if you have a food intolerance avoid the restaurant.”

Helpful Report

Posted 5 years ago

“Ordered a limited edition liz earle cleanser Friday 20th December for my sisters Christmas present. Received email saying despatched and would be in waitrose the next day after 2pm. Next day after 2pm received email saying there was a delay and it would be there later that day or Sunday. Sunday absolutely no communication from them at all. Rang them about 4.30. Took about half an hour to get through. He said someone would call me the next morning (today). No call but just a message to say do I want an exchange or refund. This cleanser is now sold out everywhere and I now have to find alternative present less than 2 days before Xmas. Definitely won't be shopping with them again.”

Helpful Report

Posted 5 years ago

“Order on December 13th and item was dispatched later same day. .And money came out of my bank account when it was dispatched. Never received my order so after waiting 2 days after it should have been delivered i called customer service, first time I never got through after being on hold an hour . Called again and on hold again for an hour before I spoke to an operator, was told my order was definitely with Hermes and I would definitely get it that day , I would be emailed a 2 hour slot for delivery time, NO Delivery came!!! Called again and that operator hadn’t a clue so called again this morning and got someone else and they said haven’t got a clue where order is and I will get a refund in 5 days, as my item was now out of stock . Not much good when I need it for a birthday present tomorrow!! So i was blatantly lied to by the operator saying I would definitely get it that day . Do not think lies to customer is a good thing . As it’s Christmas I probably won’t get money back for ages! Very disappointing and very mad .”

Helpful Report

Posted 5 years ago

“Shipped me out a dress that had a massive hole in the front and not fit to wear, when it was returned they failed to refund me for the dress. Dispute raised.”

Helpful Report

Posted 5 years ago

“I ordered a leather 3 piece sofa from John Lewis on line.It cost £1200. As I wanted to pay part cash and part credit card I was directed to my nearest branch in Kingston and paid for it there. The delivery date was set for 20th December by the Oxford street branch. I waited all day for it to arrive and by 6.15pm I telephoned to see where it was. after some time I managed to get through to John Lewis at Oxford St. where I was told that at 4.30pm although my sofa had been sent out for delivery the order had been cancelled but they couldn't say why or what had happened to the sofa. I was told that I would be called back with more details asap, At 10.30pm I received an email from John Lewis confirming that my order had been cancelled ,there was no explanation as to why!!!!! This morning as soon as the store opened I telephoned the Oxford street store. I was passed from one person to another until they discovered that my order had somehow got stuck in the system and the earliest delivery date would be after Xmas on 28th December!! It was now 2.30pm and I'd had enough. I went into the Kingston store to get a refund. One of the partners was very apologetic and would have done more to help if he could. Once I explained that the sofa was to be my daughters bed as she was home from uni he managed to give me a single air bed free of charge. Needless to say as we don't have anywhere to sit over the Xmas period I am pretty deflated. I certainly wouldn't put my trust into this company again,Very disappointed.”

Helpful Report

Posted 5 years ago

“Terrible after sales service, once they have your money they just don't care.”

Helpful Report

Posted 5 years ago

“We bought a pressure cooker online from John Lewis. Six months later it developed a fault. I rang John Lewis Customer services and eventually spoke to a representative who was extremely knowledgeable, courteous and helpful. He immediately offered to replace the item and arranged for delivery of the new one to our local Waitrose store to be exchanged the following day. No fuss, no quibble, first class after sales service. That's why John Lewis will continue to be our 'Go To' store for electrical products in the future.”

Helpful Report

Posted 5 years ago

“What on earth has happened to the John Lewis website? It loads 24 items & the rest are just blank grey squares going down a page which seems to go on forever... If you search for something which has 500 results, it will show you the first 24, but the other 476 will load as nothing but blank squares with blank boxes where the titles should be. The only thing you can really comfortably look at are products that are so niche that it only has 24 items or less for you to view, otherwise you won't be able to see the majority of the items John Lewis stock. I've tried it on my iPhone & also on 2 Android phones (one on Android 7, the other on Android 9), I've tried different web-browsers (Safari, Chrome, Firefox) to no avail, I've encountered the same problem on all devices as have my friends. I decided to abandon shopping online in JL altogether & do my Christmas shopping elsewhere due to the fact that I'm unable to view about 95% of your products. I've recently come back to the site after a number of weeks & found the problem has still not been addressed, which is why I'm writing this review. Whoever designed this website either needs to be fired, or re-hired to fix it for free, it's an absolute joke that something as major as most of the items not appearing has gone unnoticed for so long... I'd hate to imagine the amount of custom you guys must have lost over this poor design & a website that litterally does not work especially over the Christmas period. Also here's a tip, pages... E.g. Page 1, Page 2, Page 3, if you make an infinite scroll page the website is a pain to use it slows down, makes browsers crash, becomes sluggish & people get fed up & go to a different site where browsing is stable. The fact that you haven't even managed to do an infinite scroll page correctly & weeks later it's still suffering from the same issue just shows how lacking you are in that department. I think you're a fantastic store (in person) but this year the website has been such a failure that buying from you online was quite litterally IMPOSSIBLE. I hope someone from your team reads this, & rectifys it because I'm sure you guys must have lost somewhere in the hundreds of thousands over this especially seeing as it failed on 3 phones & 3 browsers. Very poor John Lewis.”

Helpful Report

Posted 5 years ago

“No one available on live chat, no one able to answer the phone, what a failure.”

Helpful Report

Posted 5 years ago

“Ordered 2 sofas in september / 1st wk of october promised 11 wk delivery. no communication from J lewis. Phoned today to be told thery will be with me in february! christmas will be fun on the floor. lewis' treat me like a mushroom. its a joke. no customer service, telephone hold times that last an eternity, they make no attempt to contact me.... never again mr lewis you have gone to the dogs.”

Helpful Report

Posted 5 years ago

“I can't get through to speak to anyone to place an order. Listened to their music for well over 40 minutes yesterday before giving up. Today it's been 15 minutes already. Why don't they just employ more people at busy times?”

Helpful Report

Posted 5 years ago

“We ordered curtains and advised they’d be with us by Christmas. First wrong price, one of the material out of stock, promised delivery for Christmas and in basis of promise sold our old curtains, indifferent staff and now no curtains and none possible till mid end Jan. We used to be able to rely on thus company but partners or not the service has been appalling. Worst of all was trying to get through to someone to discuss it with so we had to go to the store 4 times but still no joy in spite of false reassurances. Even given delivery date that was cancelled. Our curtain rail fitter now having to be cancelled”

Helpful Report

Posted 5 years ago

“TV 3.5 years old failed, took many calls waiting 20 minutes with no response from technical call centre to get engineer out. 3rd party engineer let me know that TV beyond repair and were surprised that JL had not contacted me. Three days on I have been calling and waiting for someone to pick up the phone, no response so used text system, initially this was as bad with holding texts only. Eventually I did get a response offering a replacement TV, several hours later I remain waiting for a call to arrange an upgrade payment and to get my selected TV on order. Worst service ever.”

Helpful Report

Posted 5 years ago

“Agree with other reviews - awful e-commerce experience (order not delivered after a week and lost without trace) and spent an hour on hold trying to speak to Customer Services before being told it would take another week to get another one sent. Their hold music is horrendous!! John Lewis are spending too much money on their Christmas TV adverts and not enough on their retail experience. I will be cancelling my Partnership Card”

Helpful Report

Posted 5 years ago

“On the phone for over an hour now playing the same music over and over. Chat service is like someone is dealing with multiple people at once so you type in your message and wait over 10 mins for someone to get back to you. Then they dont answer correctly. It was like talking to my son who is texting his friends and playing a game at the same time. Placed an order and within minutes tried to cancel it and was unable to do this. Have to wait for it to go to their stock for click and collect in a wk then wait until they realise that it isn't wanted before sending it back and refunding. However xmas and new year in between. So probably Feb by the time I get a refund. This is the worst service I have ever known. No one cares either. Would NEVER order from John Lewis again.”

Helpful Report

Posted 5 years ago

“The only complaint I have with John Lewis is the time it takes their customer services to answer my calls I have screen shots totalling 4.5 hours that I have been on hold trying to resolve problems In the past 2 weeks. I have received 2 damaged items via courier which had to be returned and my Xmas present package is showing that it was delivered yesterday and wasn’t. I have been a good customer of JL for 34 years but the service I have received since moving house is appalling! Additionally I have had no response to emails sent over a week ago.”

Helpful Report

Posted 5 years ago

John Lewis is rated 2.7 based on 2,432 reviews