Name: John Lewis
Rating: 2.66

“Always have great service at John Lewis. The staff are always helpful, stores are well laid out and tidy and with nice things to look at. Website is easy to use and stuff arrives on time. All the bad reviews don’t sound like the JL I see!!!”

Helpful Report

Posted 4 years ago

“My Panasonic television was faulty Picked up for repair and came back with different new screen and not fitted properly and damaged At the time my father in law died with Covid and did not check It properly as I had other things on my mind John Lewis stated Television was repaired properly and as I did not report it straight away they were not responsible The new screen is different to the one that was on the television when I sent it for repair John Lewis closed my complaint and would not listen to me Very poor service from management and not staff”

Helpful Report

Posted 4 years ago

“I spent 2.5K on a 8K Samsung TV and it arrived faulty but John Lewis will only repair it because I contacted them 35 days after delivery. They are also inconsistent and inaccurate with the advice they give about repairs such as initially saying the TV would be repaired within 24 hrs but now this could take more than 72 hours!!! Update 17/2/20 the goal post keeps on changing and the repairer is now telling me it could take more than one week to repair!! Also I emailed JL as advised in their reply to this complaint and I have not received any correspondence back but I did expect that but just in case anyone reading these posts think JL are concerned or care. JL are not bothered about complaints and have no interest in resolving them, this is merely a PR exercise. JL are only concerned about their profit margins and not customer care.”

Helpful Report

Posted 4 years ago

“Ordered a washing machine + installation. When the crew came to deliver and install, they determined it was too difficult to install and delivered only the washing machine. No attempt to help get it installed (eg recommendations on where to go, what to do etc). Phoned Curry’s, explained the situation, they sent two guy round the next day who installed the machine I had bought off John Lewis for minimal price. Really friendly guys who really went the extra mil. Needless to say, now a Curry’s customer for everything I need for my new house”

Helpful Report

Posted 4 years ago

“Ihave been waiting 5 weeks for a refund of £70 on a faulty toaster .I have phoned customer service team several times,waiting up to 40 mins before they answer.They then put me through to another dept .only. to be cut off . Each one tells me it is being sorted.Still waiting.Does it take 5 weeks for £70 to be refunded into the bank. The worst customer team I have ever experiencied.It has been so stressful.”

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Posted 4 years ago

“Avoid JL at all costs. They have gone from a premium company to worst customer service I've ever had over the past few years. Disgusting the way they treat loyal customers.”

Helpful Report

Posted 4 years ago

“Literally worst customer service experience ever. My premium OLED TV had a fault which was found after just a few months, but after trying for weeks to get it collected and fault investigated John Lewis have done nothing other than fob me off and waste my time. Its amazing how a company famous for great service has become the lowest of the low. The John Lewis approach to customer service for expensive electrical seems to be as follows: 1. Keep the customer on hold as long as possible and hope they give up 2. If customer does get through tell them you need to call another team and put them back on hold again for as long as possible 3. If they stay on the line either cut them off so they have to start again or tell them someone will call them back later (even though they never do) so that they have to start again 4. If customer escalates a complaint or insists on a meaningful response, then claim it is a manufacturer responsibility and fob them off to the manufacture who will also try and fob them off before eventually say it is a John Lewis responsibility as only a few months old. 5. Start again at step 1 This isn't an exaggeration, this is literally what I have experienced for well over a month despite repeated calls, emails and complaints. In the end I had to write off the cost of the expensive OLED TV and am needing to take legal action to recover the costs. In summary there is no longer reason to use John Lewis, just buy from anywhere else that will actually honour their consumer rights obligations.”

Helpful Report

Posted 4 years ago

“Literally worst customer service experience ever. My premium OLED TV had a fault which was found after just a few months, but after trying for weeks to get it collected and fault investigated John Lewis have done nothing other than fob me off and waste my time. Its amazing how a company famous for great service has become the lowest of the low. The John Lewis approach to customer service for expensive electrical seems to be as follows: 1. Keep the customer on hold as long as possible and hope they give up 2. If customer does get through tell them you need to call another team and put them back on hold again for as long as possible 3. If they stay on the line either cut them off so they have to start again or tell them someone will call them back later (even though they never do) so that they have to start again 4. If customer escalates a complaint or insists on a meaningful response, then claim it is a manufacturer responsibility and fob them off to the manufacture who will also try and fob them off before eventually say it is a John Lewis responsibility as only a few months old. 5. Start again at step 1 This isn't an exaggeration, this is literally what I have experienced for well over a month despite repeated calls, emails and complaints. In the end I had to write off the cost of the expensive OLED TV and am needing to take legal action to recover the costs. In summary there is no longer reason to use John Lewis, just buy from anywhere else that will actually honour their consumer rights obligations.”

Helpful Report

Posted 4 years ago

“Avoid at all cost Avoid at all cost, especially the more expensive tech. I bought a IPhone last year which got delivered used! JL requested I return the phone, which I did, only then to turn around and say we lost the phone and we are keeping your money. Court proceedings starting this week! £1200 phone IS NOT A JOKE”

Helpful Report

Posted 4 years ago

“John Lewis and partners, unfortunately cannot deliver what they claim. There two year warranty for example is a total waste . You are better off buying products with Argos. This is what happened to the microwave ( within an 18 month period) I purchased from john lewis, less than two years ago , please see photo. For the record John Lewis refused to honour the warranty for this sub standard product.”

Helpful Report

Posted 4 years ago

“Really poor service - expected much more Order place 8th Jan. Only half the order turned up and the rest of the items are who knows where. Contact JLP customer ervice- they take an age to respond and then tell me to wait another 5 days for a response. JLP make out they are superior to other retailers but that is not the truth. It should not take weeks to deliver 4 picture frames. Really poor John Lewis. UPDATED AFTER RESPONSE - 'Didn't arrive as expected'? what does that mean? It didn't arrive full stop. Still very, very poor customer service - the frames were just one part of the order, the light that was also in the order arrived fine. Really disappointed that John Lewis pointing the finger at others. Also - who asked for a refund? I certainly didn't. Why can't you just deliver what I ordered and paid for all those weeks ago? Come on - sort it out, stop putting the onus on me to call you and fix this, this level of service is not good enough.”

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Posted 4 years ago

“Coping well with the pandemic. I like being able to use Waitrose to return any items.”

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Posted 4 years ago

“Cannot believe how bad john lewis has got!! I purchased a product for next day delivery click and collect on the 17th December, I needed it for a gift for the 19th, it didn't arrive at the store and was sent elsewhere (error of john lewis) I phoned to organise a refund as I had to buy the gift elsewhere to get it in time. I was told that when the product arrives at my choice of click and collect leave it there and you will receive a refund after 7 days, which I did. It finally arrived 5 days later, I left it for 7 days and received an email stating that I wouldn't be receiving a refund!?! Cut a long story short I made 5 further phone calls, the first call offered some compensation (but they never carried out with the promise) and 3 emails of complaint, none addressed my issue properly and today on the 19th January, over a month later have still not received my refund. Wasted so much time and stress over this. Was once a loyal customer but will never be shopping with John Lewis again!!!!”

Helpful Report

Posted 4 years ago

“John Lewis customer service doesn’t deserve even one star It pains to give John Lewis customer service even 1 star. I ordered a table lamp and product was delivered broken. The packaging was poor and they never mentioned that the product was fragile. When informed the company they were prompt to refund the money. However, I was not after refund but liked the product so asked that if the product will be in stock in future then they can send that to me. To which their executive said it will come in future and will be on discount so I should keep checking the website. This somehow seemed a bit wishy-washy so I escalated it and thought they would come back with a reasonable solution. The person who contacted me gave me a long explanation on company policy and how they have recently stopped sending products which are available on-shop to customers. I said if they can reserve that for me and I can collect it from the store when things open up after Covid restrictions are lifted. Well he blamed everything on top management saying that all avenues have been closed so the product cannot be made available. Infact to my surprise he mentioned that he does not buy products online for delivery as there is big chance of the product been damaged in delivery. If John Lewis was recording this call then probably they must look at how their own customer service is dissuading people to buy high value products online. The whole experience was terrible and I have been such a long standing customer of John Lewis. It pains to see that an iconic brand can stoop so low.”

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Posted 4 years ago

“Don’t buy anything from John Lewis online. Tried to buy one Mack book from them next day they emailed security didnt go through security check, but they charged by bank. Curry's have same offer but I can not buy from them now until they refunded my money back. Don’t trust this brand anymore”

Helpful Report

Posted 4 years ago

“I returned a Panasonic Lumix camera for repair under warranty (the lens did not always open fully, and it would not focus). I gave all details over the phone, I was then told to go to the store and hand it in at Technical Support. I waited almost 1 hour outside that room before I was admitted, and handed the camera in, and repeated all the details. I was told that if I heard nothing within 3 weeks I should contact them. After 4 weeks I contacted them and was told '2 more weeks'. I phoned again yesterday and was told it had been fixed and would be posted to me within a few days. Today I received an email asking me to call again and I was told it had a fault not covered under guarantee and they wanted £110 to fix it. I spoke to a manager but got nowhere. I told him to return the camera to me without fixing it. How long will that take? A very poor customer service experience after a lifetime of buying so much from them. Very disappointing to say the least. I won't be buying from them again.”

Helpful Report

Posted 4 years ago

“Tried to purchase a pair of shoes. I am a keyworker and need a comfortable pair if shoes at work. I have tried to use a one4all token I had for Christmas. Unfortunately the shoes are £2 more than my token. I phoned them. They suggested that I purchased an e voucher. The cheapest is £10. I purchased one. I have since lost it trying to use it! Rung customer services. They were useless. Rung my son who suggested I contact them through Facebook. 3 days later. They got in touch. 1 message then left me in the lurch. Given up. I'll find some shoes somewhere else. You would think being temporarily closed they'd want the online custom”

Helpful Report

Posted 4 years ago

“If I could score JLP 0/5 then I would but unfortunately the lowest rating score I can award here is 1/5. I have been a regularly customer of JLP for decades as its a brand you can trust and put your faith in - not any longer. In May 2020 I purchased my 3rd iPhone from JLP. Over the years I have purchased 3 iPhones and 4 iPads from JLP. I have never had an issue with any Apple product until now. On Dec 29th my iPhone stopped charging. I contacted JLP customer service and they arranged to collect the phone from on Mon 4th Jan. I have just been contacted by JLP customer service team and have been advised that the phone has been inspected and the phone is not charging as one of the charging pins inside the charging port has been damaged somehow. I have been told that this fault is not covered under the warranty. I am expected to pay £355+ VAT to have the phone repaired which is a greater price than the value of the phone when I purchased it new just 7 months ago. As you can expect I am devasted that the fault is not covered under the warranty. The phone is immaculate in every way possible, not a single blemish. The phone has never been dropped, misused or mishandled. I was asked if I had taken any photos of the charging port before I returned the phone ??? Because every takes random photos of charging ports don't they???!!!”

Helpful Report

Posted 4 years ago

“I ordered from John Lewis on the 27th, it's now the 8th and my parcel has been lost in transit. I had to find this information my self, as John Lewis could not provide any tracking information, until supposedly Monday. It took 5 minutes for the courier to provide this information, which I passed on to John Lewis. I now have to wait another 48 hours for John Lewis to investigate this! WTH DON'T SHOP AT JOHN LEWIS, I didn't even think to check the reviews and unfortunately if you're reading this you are probably part of the 69% of people that have left a 1* review. Shocking, I've had parcel's come quicker from China but, John Lewis struggles with Packages from Milton Keynes. AND to add petrol onto the fire John Lewis, has the worst customer service team I've dealt with they're all literally clueless. Don't bothering ringing, emailing etc. Hopefully, you bought on your credit card (which I didn't) and, I wouoe highly reconmend that you chase up your refund with them. Also don't be, fooled by the replies John Lewis provides on these reviews it's a load of box ticking nonsense that may be, appealing to other customers.”

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

John Lewis Reviews