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

“Could not be more helpful, plus consistently one of the cheapest places to shop.”

Helpful Report

Posted 5 years ago

“Shame you ignore customers who want to spend their hard earned monies in store .you dont answer your phones so whats the problem lack of staff or bad management or what .let others leave bad reveiws about my comments for the whole world to read at their leisure and make their informed decisions .you must have way to much profits”

Helpful Report

Posted 5 years ago

“i went in to the store in Chelmsford to purchase around £800 of household goods as i am refurbishing my home. i explained that i wanted to pay for all the items and have them delivered at one go as there were 8 items and didn't want to be stuck in doors waiting for multiple deliveries. i was told this was not possible as they don't do deliveries, its been handed on to 3rd parties and deliveries have to be ordered over the internet, and they cannot guarantee delivery in one go, i could however purchase the items they have in stock and collect them from the store. i pointed out that i cannot drive so how was i supposed to get them home? that was met with a shrug of the shoulders and a sincere apology, which didn't solve the problem. in view of their poor trading results in recent weeks i would have thought they would leap at the chance for a large order but it seems they really don't care anymore. how i wonder would i have got a bed home had i purchased one?? such a sad shame that one of the best and most reliable retails icons treats customers as an inconvenience. until today i have been a faithful 100% john lewis customer. not anymore. i have now spent my cash with other retailers who can deliver.”

Helpful Report

Posted 5 years ago

“Hiding behind a draconian returns policy means I've effectively lost £200. Transactionally John Lewis may have succeeded in securing £200 more to their coffers. I have been a loyal customer at John Lewis for decades. From a customer perspective they now have me as a never "John Lewiser" . No more: John Lewis coffees, lunches, electrical purchases, soft furnishing purchases, furniture purchases etc and Waitrose food purchases They lost me £200. They have lost much more, me as an ongoing customer. Their customer service doesn't appear to exist so don't expect any. I fear for their future as there are a great many competitors out there who look after their customers”

Helpful Report

Posted 5 years ago

“John Lewis made a massive mistake when they outsourced their customer care & stopped direct phone contact with their stores! Mr/ms CEO if your there I hope you are listening! JL was well known for its excellant customer care, reliable goods & aftercare. No more! They ditched it! The phone service is pretty useless & if you have a problem heaven forbid if you have to deal with their customer care team (a more inappropriate title I cant think of!) If you go into a store you may get get great support & care if you can find an assistant & if they have the product in store. Generally I find the in store staff kind & helpful as we once knew them. If not you are faced with the poor assistant trying to get their online system to work.....which is usually very very slow & frequently crashes. Usually quicker if you use your own phone! JL you were head and shoulders above the rest of the market. What on earth are you doing?????? Determined it appears to crash your company. Maybe you need a new CEO to try & restore what has been lost? I certainly wont be shopping in your store or online until you vastly improve. Ditch your outsourcing! It doesnt work!!!! Your are trashing your brand & if you dont change you will join the other failed long standing departmental store who we have seen go into closure.”

Helpful Report

Posted 5 years ago

“I ordered a set of pasta bowl's but unfortunately one was broken when it was delivered. Terrible customer service, emailed last week I was sent a case number but I haven't had any contact from them since. After numerous attempts I managed to get through on the phone but unless I had a computer in front of me my replacement couldn't be sent! I then managed to get through on the chat line to be told that I would be given a voucher for the broken plate but they couldn't send a replacement as it was out of stock. I have got neither a full set of bowl's or my money back and they are not interested. I have been told that my account will be credited for the cost on one bowl in five days time. Don't buy anything from John Lewis as you will not be looked after if the item arrives damaged.”

Helpful Report

Posted 5 years ago

“Customer service is the worst I’ve ever encountered. They have gone from excellent to absolutely the worst. They are extremely hard to get through to by phone. I had to give up more times than I got through often hanging on for half an hour or more before getting through and then being transferred and waiting 20 mins before I hung up In frustration. E mails have been unanswered even though I do have a case number so everything was documented from my initial complaint. I am £150 out of pocket due to their inaction. I cannot afford to lose this amount which came out of my savings as I am a pensioner. Having explained all this to John Lewis customer services I can only say that they do not care. I haven’t even been offered compensation. In one of my emails I did ask about this even before I learnt that I was too late to get the cash back. A very bad experience for me. I am drained by all the energy I have put into trying to get things put right and the frustration of trying to contact them by phone and then emails not being answered and at the end losing my cash back.”

Helpful Report

Posted 5 years ago

“Tried to call our nearest branch, Southampton to ask about a camera. I did not want to go there and then find out they either did not have one or that it was not what I needed. After listening to interminable recorded drivel and waiting an age whilst everything possible was not done to answer my call, I was told I was through to some call centre. Southampton apparently no longer has a direct phone number, they have to somehow contact them and ask them to call me. No wonder they are going down the tubes. Some of us can remember the days when their customer service was exemplary, and their profits were the envy of the High Street. Sadly the bean counters have put pay to all that.”

Helpful Report

Posted 5 years ago

“I ordered a bench over three weeks ago, first time the John Lewis delivery men could not find my house, I live on the village green! I had to arrange another delivery. Yesterday the bench was delivered, broken. On phoning I have to wait a week for them to collect and deliver another. I asked for a refund still have to wait a week for the piece of furniture to be collected and I can't have my refund until the piece of the furniture is returned to John Lewis. never had any dealing with a department store like this. cox and cox send out new delivery if something is broken immediately. Spoken to friends and apparently a friend had a cake stand delivered that was broken, but when she phoned they did send out a new one no arguments. So it appears the more money you spend the less John lewis care!!! Or each department has their own service method, or it just depends who you talk to. Can I say that one John Lewis customer service guy also put the phone down on me!!! So rude. Definitely not the shop who cares!! I am appalled. I have lost all respect and regard for John Lewis!”

Helpful Report

Posted 5 years ago

“I've had such amazing service from John Lewis in the past that I was totally shocked and disappointed with my latest experience. I recently purchased a TV from their online store. I very carefully removed it from the packaging making sure to maintain its immaculate condition to test the picture quality. When I was unsatisfied I called them to arrange an exchange for a different model - one that was more than double the price - and was obviously prepared and happy to pay the difference. The customer service representative informed me that it wouldn't be possible to replace the TV as it was not in a saleable condition. How is one supposed to know whether they are happy with a product by simply looking at the sealed box?! DO NOT buy expensive technical products from John Lewis, they will be of no help to you if you are unsatisfied, even if you're trying to give them more money. I will not be doing business with them ever again.”

Helpful Report

Posted 5 years ago

“Tv delivered damaged 23rd December reported it damaged to customer services who wanted a photo did as requested that was 11days ago still no answer tried 3 times to contact customer services by phone that’s a joke just constantly on hold would never buy from them again”

Helpful Report

Posted 5 years ago

“Laptop and Word ordered 5th Jan for click and collect 12th Jan at Waitrose. They have had 7 days to deliver it. Today I received an email saying the Word had arrived but the laptop is delayed. No explanation. Word is no good without the laptop to put it on!!!”

Helpful Report

Posted 5 years ago

“Price match query not answered promptly - then denied they had item in stock. When it is showing as having stock on line. On hold to customer service phone line for over an hour. Ridiculous.”

Helpful Report

Posted 5 years ago

“Paid a lot for next day delivery. The item arrived three days later. Spent over three hours trying to get through to customer service on the phone. Finally got through, but they are not interested. Customer service staff were rude and blamed the delivery company. John Lewis will waste no time taking your money, but don’t expect them to deliver promptly or take any complaint seriously. If you expect late delivery, a long wait on the phone and for the staff to be rude, you won’t be disappointed!”

Helpful Report

Posted 5 years ago

“Summary.. dont expect the quality to be better than elsewhere. what a shame...... I recently bought two sofas from JL. Had an issue with both, quality of seat cushions dreadful. They sent 2 people to 'repair' and they didn't do anything. They say there is nothing wrong with them. Even though you cant even sit on them without tipping over. Thats after a few months. I dont expect them to be better after a few years. I chose JL as i thought the quality would be better. Dreadful I also bought a bed. worng size delivered, when repalced it was faulty. They did refund this item though.”

Helpful Report

Posted 5 years ago

“I have been trying to get through to John lewis customer services 1st attempt waited 45 mins and gave up 2nd attempt 34 mins and gave up 3rd attempt 21 mins and still no answer! this is unacceptable for a big company like John lewis”

Helpful Report

Posted 5 years ago

“Never have a problem with a John Lewis order.”

Helpful Report

Posted 5 years ago

“2nd time in 2 months when I have had terrible customer experience. Impossible to get through on phone. Messages not answered. Products very good but good luck if something is missing or you have any questions. I will never use again. The question on how I communicated with JL is a joke because there was no way of communicating. Strongly advise you shop elsewhere.”

Helpful Report

Posted 5 years ago

“I have been trying to order items on line since 13:00hrs its now 17:00hrs........Its seems that John Lewis do not see their customer service element as part of their bread and butter. How many customers have to complain before tis issue is address. Its so frustrating, in my opinion JL has declined in regards to this issue. If they are short staff why do they not recruit is this failure due to cut backs if it i they will end up like Debenhams of HMV ...BE WARNED”

Helpful Report

Posted 5 years ago

“Truly sad Chairs ordered on September for a 5 to 7 week delivery for xmas. Told they had run out of fabric . Due next week it seems. No one able to confirm. Have spent 30 minutes waiting on phone. Truly appalling experience! Will avoid buying at JL in future.”

Helpful Report

Posted 5 years ago

John Lewis is rated 2.7 based on 2,432 reviews