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

“I bought an iPhone XS from John Lewis. I chose JL because of its well-known 2 year guarantee for electronic products. The phone's Facial Recognition system failed after the first year. I returned it to JL under its warranty. That was in February 2022. Apparently they have a policy of fixing it within 28 working days. JL originally refused to repair it claiming their engineer's had diagnosed the fault as being caused by 'liquid damage'. They then offered me a 'repair by exchange' for £554 (sounded like a refurbished 'new' phone for me, presumably they kept my old one) I looked after my phone and could not understand how liquid damage was possible. The model is even meant to be waterproof to a certain depth of water for a certain time! But JL then doubled-down and said the only Apple Authorised Repairer they used - Amsys - had inspected and photographed the insides of the phone. They sent two photos with red circles around the 'liquid damage' marks. The purple colouring in the photos was odd. Independent phone engineers said the photos did not show water/liquid marks. I don't think it was even true that they just used Amsys - but the course of events was littered with lies like this. I had my phone returned and set about my own enquiries. I was told that if I obtained my own evidence, they could reconsider repairing it - almost like this had happened before..... An Apple Store's Genius Bar inspected the phone and found no signs of liquid damage. They said they would have replaced/repaired it without quibble (note to self:- ~Buy from Apple Store next time). JL surprisingly then said the Apple Store's Genius Bar was not sufficiently qualified to report on the matter. So I took it to another Apple Authorised Repairer which they did approve of. They also confirmed there was no liquid damage. Most interestingly, neither repairer found anything matching the purported photo evidence sent to me of 'liquid damage'. I have photos of the inside of my phone that show no such 'corrosion'. JL cannot account for these photos now and have been trying to pass the buck to Amsys. I have even been told they do not use Amsys any longer. They do not say it is because they realise they use fraudulent photos to support their diagnoses - but it is consistent with it. I take the use of fake photos to support their case particularly seriously and am owed a full and cogent explanation - which they have so far refused to give. On the strength of my own report, JL agreed to take my phone back at the beginning of August and inspect it again - this time not through Amsys. Without any expression of regret, apology, surprise or enquiry, they then agreed there was no water damage and would repair it via this different Apple Authorised Repairer. The chasing of JL by me then recommenced. I had wasted hours on the phone and keyboard as well as going to and fro from repairers. At first I was told it would be £314 to repair; that became £523 before eventually reaching £622. Phone calls over the last two months or so have been exercises in frustration - JL having to be chased all the time and then giving out clearly on-the-hoof information that withstood little scrutiny. The Managers who have since addressed my serious concerns refuse to explain what went wrong. All this "we can only apologise" is contemptible drivel. My main questions are:- how many other customers caved to a 'liquid damage' diagnosis and needlessly bought another Apple product? and, How on earth could such photos have been produced as evidence - and then be reiterated until they are proved wrong? What is really going on here as it looks like an attempt at fraud to me? Had I caved at the outset and stumped up £550, what would have happened to my original, impeccably cared for phone..... cheaply repaired and resold perhaps? The JL Myth:- 'we all go above and beyond to offer outstanding service to our customers' The JL Reality:- we take eight months to fix your phone under our own guarantee all the while trying to avoid doing so at every turn to the extent of putting the onus on you (when it was their responsibility); saying it was not repairable (when it was); claiming it was my fault (when it wasn't); forwarding false photo evidence (that was not of the inside of my phone or had been doctored); taking longer than their own timeframe to fix the phone when they eventually accepted liability. I've wasted hours and hours over the course of 8 months forcing them to do something they were required to do in 28 days! How many other people, understandably, caved in the face of such conduct? This is not the John Lewis experience I had come to expect. This all raises matters of potential public interest worthy of pursuit. RIP John Lewis Customer Service. I won't be buying any electronics from you again. Be warned everyone.”

Helpful Report

Posted 2 years ago

“Paid for dishwasher installation through John Lewis but they refused at delivery to disconnect the plastic U pipe to gain access behind unit which should be a simple task for installers. I could tell the two guys didn’t want to install the machine as soon as they were in the kitchen, they were running late. On ordering I was only asked about dimensions and maximum distance of connections from machine in range of questions I had to answer. I would have assumed that gaining access would be typical for an installer… but not John Lewis! Had already had new washing machine installed by Appliances Direct last year who were really happy to do the job with no fuss whatsoever. I told the chaps to take the dishwasher away. It was the only obliging element of the (non) service.”

Helpful Report

Posted 2 years ago

“I've never experienced such bad service combined with outright lying from a brand we thought we could trust. We ordered a wardrobe with a 15 week lead time. At 15 weeks we rang to see where it was, JL told us it was due and supplier would call us. 3 weeks later no wardrobe, after 8 hours on phone to customer service turns out it has been available since July. Supplier hadn't informed JL they'd not received a response to texts (no texts received). Supplier or JL didn't attempt to call or email us. We were informed next delivery date available at 21 weeks (13th November). By this point we had to cancel planned time off work to sort our bedroom and a planned family gathering due to being unable to accommodate people without wardrobe. We said 13th November unacceptable but we would take it just to get wardrobe. Only when I received an email in error today did it become clear JL never confirmed new date with supplier, have refused to pay £186 for special delivery, and next slot is going to be at 24 weeks (approx 4th Dec). Have had over 20 phone calls and still don't know when wardrobe will arrive. Have been lied to on several occasions - they said they would confirm the 21 week date, told me again it was confirmed when I rang to check, told me special deliveries were impossible - and JL refuse to discuss compensation until it has been delivered.”

Helpful Report

Posted 2 years ago

“Your change to New Day y cards is a complete waste of time. Trying to contact them I waited an hour and then got a message to say they were experiencing technical difficulties — why wait that long. So I have cancelled my card now as your planned change to New Day is a big mistake on your part I had my card for nearly 20 years, never had a problem with any aspect of The John Lewis partnership but the changeover was a joke, unfriendly, too technical for the non tech person . Must be a good reason for the change but not for me!”

Helpful Report

Posted 2 years ago

“Absolute joke of a company . Online chat rubbish … phone call waste of time with promises that are not kept . Quick enough to take my money but not quick enough to sort my delayed order which is even dispatched to wrong address. Should not be allowed to be on the high street”

Helpful Report

Posted 2 years ago

“John Lewis have had it. Customer service is failing miserably. Once upon a time you knew their customer service was first class. Well not anymore. You cannot call a particular store direct anymore. You are directed to a call centre in the Phillipines. They take your queries and get the store to ring you back. This can take all day or sometimes they don’t call you at all. This is very frustrating. One person tells you one thing and another tells you something else. A live online chat also takes you to the Phillipines where you just go around in circles and they can’t help you. I can get better service from other online stores who allow you to speak to a UK call centre or the store direct. There is no incentive to shop with J L anymore as they have lost their unique customer service and customer care.”

Helpful Report

Posted 2 years ago

“Tried to get through to the beds dept, in Soihull, to check a size detail before placing an order. This was a follow up after visiting this morning. Operator couldn't put me through and wanted to raise a case number, for someone to phone me tomorrow or after the weekend. JL just lost a £3500 order. Absolute shambles!”

Helpful Report

Posted 2 years ago

“Most importantly for me is good customer care & after care when purchasing items And John Lewis are excellent with the service provided .”

Helpful Report

Posted 2 years ago

“Great prices easy website”

Helpful Report

Posted 2 years ago

“I bought an £850 office chair from John Lewis with a full/comprehensive 12-year warranty. 6 years in and the chair has failed completely and they are refusing to repair it or replace/refund despite the manufacturer comfirming that the chair is covered in that warranty but that I have to deal with the retailer. I am constantly fobbed off by John Lewis, they never read their emails (they admitted there is a 7-day wait for email response - it's laughable) and when you phone them they are rude and say that they are "doing their best" rather than actually dealing with the issue. It's a disgrace how far this company has fallen from its original reputation, probably best if it went to the wall like so many others.”

John Lewis 1 star review on 4th October 2022

Helpful Report

Posted 2 years ago

“Beware of John Lewis warranty - Bought a Samsung 50" TV One year ago with a 5 years warranty. Contacted John Lewis, engineer came within 2 days, said that the screen needed replacing . Either John Lewis will pay for the screen or replace the TV.......5 days on, after 2 phone calls.....no news of John Lewis decision.....No TV for a week......and as I was told today they may offer to give me money on the value of price of the TV today, or replace it with a TV of the same value as today.....wonder what kind of offer, I will get......”

Helpful Report

Posted 2 years ago

“I bought a MacBook Pro from John Lewis as it had been recommended to me for their good customer service. I experienced awful customer service with them. Not long after I got my laptop I started having problems with it, I tried to get in contact with them (which took several attempts) and then finally managed to book a date for them to collect it as it was still under warranty. They came to collect on the wrong day. Tried again, with no response. Eventually on the third attempt they came to collect AGAIN came on the wrong day and only by luck was someone home. Overall this process took 6 months to get my laptop collected. I appreciate that the issue wasn't covered under warranty but their customer service was terrible and offered me no advice or guidance with the situation. Would not use them again.”

Helpful Report

Posted 2 years ago

“my experience was negative. I bought a washing machine on 22nd sept with delivery on 29th. when completing the order i was very specific about time slot deliver, due working commitments i can't be at home before 4, so i booked the delivery for evening/night slot, until 9pm. To make sure i called to ask more info and explain the situation, they reassured me that they will pass my note and the delivery team will arrange the time slot suitable. 2 days ago i received a mail telling me that the delivery will be between 11 and 1pm. I called the customer service and explained that i am not at home. They told me they can't do anything about and wait for the driver to call me. Today i received a text message telling me they were on the way to deliver. I called again the customer service and same as before, they said they could not do anything about and to talk to the driver. Then i received a call from the driver and i explained again and the driver told me he could not deliver. I asked the driver to put a note for the customer service to call me and they did after couple of hours. They asked me to pay extra to choose a delivery time, after paying 700£, honestly i think is not fair to pay almost another 50£ for delivery. I refused and i asked if they can guarantee the delivery after 4pm, any day would be the same, i don't finish working before 4. They told me they can't guarantee the delivery time and i had to cancel my order, hopefully i won't need to chase them for the refund. Now i have to find another washing machine somewhere else. I know they are a big company and probably losing a customer won't change anything for them, but i would like to share my disappointment about the poor customer and delivery service. Of course i won't buy from them anymore.”

Helpful Report

Posted 2 years ago

“missed delivery date and still waiting. customer service is terrible, rude and very unhelpful”

Helpful Report

Posted 2 years ago

“Excellent as always and the same price as other merchants with the difference being the exceptional customer service you get from John Lewis. I returned an electronic item which I ordered by mistake and my refund appeared in less than a week. No quibbles No nonsense. Return was easy and free of charge at the local post office.”

Helpful Report

Posted 2 years ago

“John Lewis kindly agreed to reinstate a £100 voucher that had expired over one year ago, as it got misplaced in a house move.”

Helpful Report

Posted 2 years ago

“Terrible experience! Would never order or encourage anyone else to buy from them again. Ordered a new washing machine on the Monday and was told it would be delivered on the Wednesday. I took a day off work without pay to wait in. Told it would be delivered between 13.15 and 15.15 and would get a phone call before hand, never happened. Eventually the driver turned up at 18.45 only to find the new washing machine was damaged. I asked John Lewis to redeliver on the Friday, was told would have to wait over a week for next available delivery slot! Told them to refund my money as I'm not going to wait another week. Spent nearly an hour on the phone trying to get the refund sorted to no avail. They then had the cheek to offer me a refund on one of their own e cards like i would want to buy from them again! So I lost a days pay at work, waited in all day for nothing as the product was damaged, then had to haggle most of the evening over the phone to get my money back from an overseas call centre and then have to source a machine from somewhere else. Thanks John Lewis!”

Helpful Report

Posted 2 years ago

“USLESS! Placed an order for collection TWO weeks ago. Day after placing order receied email advising order not in stock and they will reorder. Called today to find out where order is and was told " would you like us to reorder it for you, but we don't know if it is still available?". Unbelieveable!!! I've been sat here for TWO thinking they had reordered the item automatically but instead they have been sitting on my money without reordering! Now they can't say if the item is still available to reorder! Beyond incompetent! Fed up with this useless store!”

Helpful Report

Posted 2 years ago

“Quick and efficient.”

Helpful Report

Posted 2 years ago

“Usually, you can guarantee on John Lewis to provide great products with a fantastic level of service. I would choose to buy items with them rather than anywhere else based on this. However, their customer service seems to have taken a downward turn, which verges on rudeness. The instructions given by the customer service staff member to upload photos of our damaged item were given at lightning speed, even after being asked to please go more slowly. After being put on hold while my photos were being uploaded, the member of staff came back online to ask 'are you done?' and after my reply of 'yes,' promptly hung up the call. What a way to leave a lasting impression! Oddly, this part of the experience was even worse than receiving a damaged item!”

Helpful Report

Posted 2 years ago

John Lewis is rated 2.7 based on 2,419 reviews