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John Lewis Reviews

2.7 Rating 2,416 Reviews
41 %
of reviewers recommend John Lewis
2.7
Based on 2,416 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
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About John Lewis:

Uks biggest premium department store.

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John Lewis 1 star review on 23rd October 2024
Anonymous
John Lewis 1 star review on 23rd October 2024
Anonymous
John Lewis 1 star review on 18th October 2024
John Lewis Fanboy
John Lewis 1 star review on 18th October 2024
John Lewis Fanboy
John Lewis 1 star review on 18th October 2024
John Lewis Fanboy
John Lewis 1 star review on 18th October 2024
John Lewis Fanboy
John Lewis 1 star review on 2nd October 2024
Anonymous
10
Anonymous
Anonymous  // 01/01/2019
Bought a laptop for my partner for Christmas and on the item’s webpage it said there was a discount on Microsoft office with compatible devices. So I added the laptop and software to my basket and input the discount code to check if they were compatible. The discount was applied which by the wording of their offer and to any person with a brain meant the software was compatible since they said the offer was with compatible devices. It wasn’t compatible and now they refuse to let me return the software. Why would they even post the offer on the product page of a laptop that isn’t compatible with the software? Absolutely disgusted with their underhand sales tactics. I was a loyal customers for years, now they will never get my business again.
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Posted 4 years ago
Appalling treatment. No joined up thinking when it comes to customer care. No availability of a manager to solve consumer problems, just passed from pillar to post speaking to rude people with no authority to do anything. I bought a microwave, whose bottom fell out in 3 weeks of ownership. 28 working days passed. No repair in spite of being told I had to wait 28 days. No refund either. I have now waited 7 weeks as I write this. I am £350 out of pocket and no microwave. The sooner this company ceases trading, the better for us all.
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Posted 4 years ago
Appalling customer service received from rude and clearly inexperienced staff including duty manager. Absolutely no inter personal skills. Rude and smart mouthed.
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Posted 4 years ago
Catalogue of errors. We went with John Lewis as we thought they had good customer service. How very wrong we were. Ordered a fridge freezer with a ‘special offer’ that they would take away our old one. No where on line to notify them that we wanted our American Fridge Freezer collected. We wrote it in ‘Delivery Instructions’ so they were aware. Delivery drivers said they were unable to take it and we therefore told them to take the new one away. Numerous phone calls, always with promises they would call back ‘within 2 hours ‘. .....they NEVER did call us. We asked for our money back which EVENTUALLY happened !!! What has happened to John Lewis. I did advise them that their competitors do take way American Fridge Freezers so we have bought a new one from a competitor.....
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Posted 4 years ago
Absolutely terrible service , so disappointing
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Posted 4 years ago
Terrible, unethical, incompetent Gift List Service. BEWARE. They take money, confirm a gift but then DON'T pick items or mark as out of stock, - but carrying on selling them so lots of things don't end up getting delivered. You then have to their gift vouchers instead - John Lewis wins, customers lose.
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Posted 4 years ago
Wedding Gift List Service
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Posted 4 years ago
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 4 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 4 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 4 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 4 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 4 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 4 years ago
Disgusting customer service totally unreasonable and I will never shop at John Lewis again
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Posted 4 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 4 years ago
The WORST customer service!!!
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Posted 4 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 4 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 4 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.
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Posted 4 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 4 years ago
John Lewis is rated 2.7 based on 2,416 reviews