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

“i know they are having to close during this terrible time but they say go to johnLewis.com help etc...that directs you to a number which sends you back to John Lewis .com. which sends you back to the closed telephone number. They send a text to say a delivery will be made. One CANNOT reply to the text. They say refer to the email sent on purchase but NO EMAIL was sent. I have a critical question otherwise I will have to reject the delivery. ref 47858787”

Helpful Report

Posted 5 years ago

“Noodle bowls (Item number 68215178) from order number 240019079 received smashed to pieces due to very poor packaging. Understand during covid 19 they have to send staff home. But they have made it impossible to contact them to report damage can’t email. Can’t leave messages on customer service email telephone numbers. Suggest you don’t buy fragile items from them until their packaging dept is given adequate packing materials you can see from the picture the flimsy packing provided!”

Helpful Report

Posted 5 years ago

“Sending out deliveries for TVs non essential items and putting delivery teams at risk and there families of Covid 19! Thought you cared about All your employees!”

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Posted 5 years ago

“Claimed a product was sold without a guarantee. It is under a year old and the customer service is abysmal.”

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Posted 5 years ago

“Message to the online folks: 1) Don't lie to your customers, by promising to phone back and then not bothering. 2) Answer the phone within an hour. 3) Sack your current management, as they could not find their way out of a paper bag.”

Helpful Report

Posted 5 years ago

“Although the products sold are generally very good, the customer service is poor. In store many of the staff seem as though they can’t be bothered. Buying online, and the customer experience/journey is below average. Poor communication and long delivery dates. John Lewis are in trouble not because of changing shopping habits, they are in trouble because they can’t keep up with the competition.”

Helpful Report

Posted 5 years ago

“In 2017 I bought a large, hand-tufted wool rug costing around £350. The description of the item caused me to believe that it was a quality item and, when it arrived, i was indeed delighted with it: it looked and felt great. Initially, there was some shedding but that was only to be expected in new wool carpeting. The shedding settled but what began to happen was that small tufts from around the edges began to come detached from the backing of the rug. I was mystified as the rug sits under a coffee table and the problem was occurring on the opposite side to where I sat (and thus the area had my feet on ), while the side with the problem was hardly walked on at all. I loved the rug so I routinely got down on my hands and knees and sewed the loose tufts back in. As time went on the areas of loose tufts have become ever larger and I can no longer manage to keep repairing it - especially as I have recently had a hip replacement and cannot get down on the floor! It occurred to me that this was not at all a normal occurrence. I have had wool rugs for years which have been subject to much greater wear and this has never happened so I contacted John Lewis about the matter. We batted messages back and forth for a while, with me sending photos, until eventually they concluded that this constituted "normal wear and tear". As I pointed out, normal wear and tear is flattening and maybe thinning or fading, or even staining - but not great clumps of wool coming detached from the backing. They countered this by saying that, as the rug was out of the normal returns period they were unable to do anything. The latter was very annoying as, of course, they were CHOOSING not to do anything: there is no law saying they cannot take a reasonable view of their own policies if an item is defective - which this clearly is. They then sent me a link to their complaints department. I sent them a resume of the complaint, with photos, some while ago and have not even had the courtesy of an acknowledgement. Basically, they have sold me a (very expensive) dud which will have to be replaced within the year because it is looking so awful with patched areas and more bits coming adrift every day. Their responses have fallen very short of the mark and, in terms of the complaint, they haven't even bothered to contact me at all. The item they sold me is clearly not fit for purpose and, for all their puff about selling quality items and being such a responsible retailer, they have certainly not lived up to their reputation.”

Helpful Report

Posted 5 years ago

“I ordered a carpet fitting via John Lewis flooring. Because of coronavirus they announced they would not be able to fulfil their service and provide the product until further notice. THEY HAVE REFUSED TO REIMBURSE ME FOR AN INDEFINITE AMOUNT OF TIME. This is absolutely unacceptable.”

Helpful Report

Posted 5 years ago

“i am deaf and the only way to contact a customer service is by phone. My courier didn't arrive but order marked as delivered”

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Posted 5 years ago

“Appalling customer service. I am not going to go into all the detail as you would lose the will to live (as I have) but in essence they LIE to you about your rights under the Consumer Rights Act 2015 and try to fob you off. So do your research & escalate your complaint until you get your money back. So sad to see a once great company with genuine ethics become as bad as or worse than Amazon. Will no longer be purchasing anything from them.”

Helpful Report

Posted 5 years ago

“Awaiting fitting of several thousand pounds worth of carpets. Received a phone call this morning claiming to be from John Lewis saying that the fitting was cancelled and that they had no idea when it would be rescheduled. I've already taken my carpets up in anticipation of new ones arriving. Phoned John Lewis customer services to try and find out what is going on, told that they were unaware that the fitting was cancelled, they subcontract carpet fitting anyway, a senior member of staff would call me back. Still waiting and have no idea what's going on, and my house is unsafe with exposed grippers all over the place. Long term John Lewis customer. Never again.”

Helpful Report

Posted 5 years ago

“The staff are very helpful and their warranties on electrical and computer goods are great”

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Posted 5 years ago

“So disappointed with John Lewis. Had been happy to pay a little extra in the belief that if anything went wrong John Lewis would repair a dodgy product. Harsh reality, they took over 2 months to look at a loose hinge and returned my previously working laptop in a far worse condition than I dropped it off. If you are buying from John Lewis because you feel you get extra support in case of problems vs better value online stores, you are in for a shock in case of problems. Avoid John Lewis Electronics. And if you believe John Lewis are never knowingly undersold you have obviously never bought anything from their food hall 😊”

Helpful Report

Posted 5 years ago

“We purchased a Sony TV on 14 March from Vanguard, and sought help from Connor, TV sales dept whose customer cars and advice to us was excellent. Thankyou Connor.”

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Posted 5 years ago

“Placed the order for a washing machine online which include installation and recycling, scheduled for two weeks after placing the order. On the delivery date, the driver called me twice: the first call was to ask if I wasn't infected by the corona virus (probably he realised I am from Asian country according to my name). I confirmed I stayed in UK over the late month and I am healthy, he promised the machine would arrive within 30 mins as per schedule. However, after 20 mins I received the second call from this guy, told me he cancelled the delivery and other services. Really annoying, John Lew employees seem include bias as part of their normal services. I could understand his concern, but I don't understand why he didn't raise it earlier. Waste me two weeks for that machine. Obviously, I had to call for refund.”

Helpful Report

Posted 5 years ago

“If there's negative mark/star, I would put negative. Purchased a phone a year and 3 months. Raised a problem for the screen bleeding on the phone screen edge. Phone has not been dropped, not chipping and others when I handed over my phone. Result given to me a week after that my phone screen will be repaired without cost as it is within 2 years warranty. Week after they found a damage in my camera and will charge me 600£ because they could not repair the screen due to the iPhone XS being a sealed unit (which obviously is wrong because Apple advised me that screen part can be repaired alone without touching other parts). But John Lewis findings is they have to repair the whole unit and not just the screen. Why???? Their troubleshooting needs to be troubleshooted. Very unhappy with their resolution because my reported problem is only the screen and yet they tackle another problem which I don't have problem with. The unit was returned without screen repair. Solution was very poor, no customer problem focus. I would not shop anymore gadgets in John Lewis. Unit taken away from you for nearly a month, its not worthy to spend money in that shop. Their warranty is not an edge, its the worst.”

Helpful Report

Posted 5 years ago

“Corey & Graham are amazing with their service delivery. Thank you guys !!!”

Helpful Report

Posted 5 years ago

“Online purchase of a lap top computer and router, easy to select from their stock, full information available online and best price on the day. Delivery options included collect with various locations, next day delivery with regular updates to text and to computer. Picked up earlier than planned. Now installed and working fine.”

Helpful Report

Posted 5 years ago

“They stole money from an elderly and vulnerable couple, my parents! They sold them a washing machine that has broken down 4 times with the same fault, their customer services is a joke and they just don’t care once they have you’re money. The brand has died along with their empathy. I buy from ao.com now, they are cheaper and have better customer services”

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Posted 5 years ago

“Fantastic shop and online service”

Helpful Report

Posted 5 years ago

John Lewis is rated 2.7 based on 2,432 reviews