Name: John Lewis
Rating: 2.67

“I will admit that in the past I have always found john lewis to be more expensive than other shops. Over the past couple of years though I have noticed that john lewis have been the same price as other stores but offered a 2 year gurantree and more on products. I brought a Indesit Dryer from them in 2014. The dryer was fine but at some point in its life, the dryer door would not shut properly and I was unable to dry clothes, this was during winter time and I have two children, so I was desperate for my dryer to work. I contacted john lewis and they said that I would have to contact Indesit. I did contact Indesit, only for them to tell me, that I had broken the door on the dryer. I said Indesit, I havn't broken it, for some reason when I shut the door the white plastic thing that makes it stay shut wasn't working. Anyway Indesit was determined it was my fault before even examining it and said it would cost £50 to fix it. Even though it was still under its guarantee at the time. I phoned John Lewis up and told them about how badly Indesit had treated me and that I was no expert on Dryers, so how was I to know if their was a fault on the dryer. Anyway the lady who I spoke to said she would sort it. The lady from John Lewis phoned me back and said that Indesit was going to replace the part that they thought was faulty and that Indesit would charge me for this. However John lewis was going to give me back the money that Indesit charged me. About an hour later I had a telephone call from Indesit, asking me which machine I had and asking me questions about the part that had broken. Totally Different attitude from Indesit, after John lewis had spoken to them. In the end, Indesit sent me the wrong part, so had to wait for another one. When it was fixed, I still didn't work. So I phoned Indesit myself again and basically had a go at them. They sent someone out to fix it and didn't charge me. I would also like to point out that every time they phoned me they had the cheek to ask me if I wanted to purchase dishwasher cleaning stuff. really. I will say after years of buying hotpoint products, I shall never buy or recommend to anyone ever again. Since then I have brought a printer and a ipad from john lewis. I had problems with my printer recently, even after I had uninstalled software and put the software back on and downloaded just about everything I could find on the Epson website. The printer would work, even printing the page out and making the printing sound noise that it does but no ink would be on the paper. Phoned John Lewis and was asked to take it back to store. Took to John Lewis on the 20th. Expecting them to say, we will send it away and then when it came back for them to say whatever is wrong with it, isn't covered in the gurantee and its £25 to fix it. (That's what currys and pcworld do) I can't remember the ladies name, but she was very nice and just said she was just going to check with the manager the procedure of faulty products. Anyway she said just go and pick another one, Their wasn't any out on the shop floor what I wanted, but there was one on there website, I asked the lady if I could have that one, she said yes I can order it in for you, didn't mind but then said their is one down stairs, you can collect it. I will say that the HP envy 5544 that they currently have on offer in store, is brilliant, it was way more easier to set up the Epson, it updates Itself and its touchscreen. Was very impressed with the product. In all I have been shopping at John Lewis store in Sheffield since 2014, Mainly for electrical items and I have always found staff to be very knowledgeable, very nice and I would rate their customer service as excellent.”

Helpful Report

Posted 9 years ago

“As anyone who works will know, shopping online can be a difficult and worrying process because of the delivery complexities – required signatures, packages left in inappropriate place etc. This was partly why I was so appreciative of John Lewis’ previously excellent Click and Collect service. I could collect from a Waitrose near my work during the week or, at the weekend, near my home. The delivery charge came as a bit of a blow as I had previously done quite a bit of impulse and last minute buying, which I will no longer risk as the charge is generally disproportionate to the value of the order. There are other less well publicised problems though, the first being that we are now required to return items to the store they were collected from – not convenient. The second problem is with the way the changes were introduced, staff were not properly trained and instructions to staff and customers about dealing with returns are not clear. I recently returned two orders to two different stores who adopted completely different procedures, neither of which corresponded to the procedure as spelt out in my documentation. In the first store staff had to refer to instructions as they were unsure what to do, took all my documentation and gave me a small sticky label with the date (no other information) written on it. On this occasion they did finally confirm receipt of my return - 8 days later - and assured me that my refund would USUALLY be processed a week later i.e. two weeks after my return. Considering that the return was made in person, in a store, I can’t see why the process takes so long. Other retailers manage this within 24 hours. The second store accepted my return three and a half weeks ago, less than an hour after I’d collected it. Again they took all my documentation but this time I was given a handwritten receipt on lined paper. I’m still awaiting confirmation from John Lewis of the receipt of this return let alone the start of the refund process (which I’m now told can take up to two weeks). I’ve emailed customer service 4 times, who have responded twice to tell me they will investigate and respond within 48 hours (which they didn’t) and head of customer services once – no reply at all from them. I’ve now resorted to posting to John Lewis’ facebook page. They have told me they will “look into it”. I’m not holding my breath. What happened to John Lewis? They used to be an exemplar for online and customer services, now they’re bottom of the pile for both.”

Helpful Report

Posted 9 years ago

“I bought a pair of shoes from John Lewis on 25.09.15. One of the soles has completely worn through. I took them back, explained the position and requested a new pair. My request was flatly refused as the wearing of a sole is classed as "wear and tear" which I accept to a degree but it is clear after 6 weeks of use that one of the soles shouldn't have worn through. As a matter of goodwill they offered to have the shoe re-soled which I was not happy with. I went back the next day and asked for them to change my shoes again. Same response. If I had bought a TV that was faulty they wouldn't have offered to repair it, they would have immediately replaced it. They sold a faulty product so should just replace it.”

Helpful Report

Posted 9 years ago

“Bought fabric at John Lewis over phone decided to get a reward card so I could enjoy offers previews and so much more that the assistant said I was missing out on. So I contacted customer services straight away who said my purchase would be added. However got a snotty letter via email that as my card was not scanned at the moment of purchase I would not get the rewards. Usually I love going to John Lewis but what a disappointment. Perhaps they are getting lean. Not what they use to be and definitely undersold themselves this time. Avoid now.”

Helpful Report

Posted 9 years ago

“Continuing saga of my Sony Bravia TV (see one-star review one month ago). Since then John Lewis customer service said they would get Sony to send the screws for the stand. After 6 weeks nothing from Sony. John Lewis emailed that they would send me £50 for my my trouble. That was 6 weeks ago and there is no sign of the money. I found out the type of screw and ordered them from Amazon. Arrived in 2 days. If John Lewis ever send the £50 as a John Lewis voucher I will send it back. I never want to deal with this dreadful firm again. I wonder if their directors ever look at the stories of terrible service and rudeness on this review website. They should read them and weep.”

Helpful Report

Posted 9 years ago

“I telephoned JL customer service to cancel an order four days before it was due to be delivered but on the morning that the delivery was due I received a call from the driver to advise me he was on his way, I then explained that I had cancelled and he said this was something that occurs often. I have since tried to get my money refunded and have talked to numerous customer services people who keep telling me the refund is being processed however seven days later I've still not received and don't know when or if I ever will. I have also requested that speak to a manager but it would seem they are always at meetings. Please get your act together JL because this which was once a fantastic company to deal with are now very amateurish and I will not be using again.”

Helpful Report

Posted 9 years ago

“In April 2012 I purchased a John Lewis Dishwasher, which is used infrequently as I live alone and only use when I have visitors. Last evening I put a cycle on overnight, and was surprised to hear that something was occurring still in the morning. The troubleshooting showed I should call out an engineer. It has just cost me £112 to get an engineer out and repair. I think this is disgraceful, and the engineer told me it was actually an Electroluc machine which John Lewis put their name to. Needless to say I will think twice before I purchase anything again from this company.”

Helpful Report

Posted 9 years ago

“Wish I could give zero stars. Please don't waste your time trying to order anything from John Lewis, Failed to fulfil my order for in-store collection and blamed me for not being able to take a telephone call from them the day before the order was due to be collected. The call was for their own security purposes - card provider had authorised payment. Cancelled order and complained then got shunted around the customer services dept, dealing with a different numbskull each time. They didn't even bother to read what the issue was and trotted out scripted replies, one idiot even apologise because I hadn't received my account discount! In the end I gave up because they clearly don't care. If you actually want to get your items, don't bother with John Lewis because you will remain frustrated”

Helpful Report

Posted 9 years ago

“My elderly parents bought a Bosh fridge freezer on the 2.11.15. Delivery was 4.11.15. By the 5.11.15 it had broken down and they lost all their food!!! My Dad rang John Lewis to be told that he had to call Bosh and arrange for an engineer to attend to confirm it wasn't working. If when he got there and it was working there would be a £99 call out charge. The engineer came yesterday 10.11.15 and confirmed that it was in fact broken. My Dad was told by the engineer that he had to call John Lewis tell them that the engineer had confirmed it was broken then they would call Bosh to confirm it was broken . Then after all that John Lewis will replace it. My parents are 83 and 84. They have a freezer bag full of ice on the balcony with milk in it. Each night after work I take their evening meal . This experience has been very distressing for them. As their Daughter it is very upsetting and worrying to watch your parents get so upset and frustrated. I am appalled with the LACK OF CUSTOMER SERVICE! !!!! This outrageous situation continues.”

Helpful Report

Posted 9 years ago

“British institution, love it!”

Helpful Report

Posted 9 years ago

“Rug delivered a week ago, but Unfortunately completely different to item ordered. I accept this, mistakes happen, but the JL returns policy is a joke. They scheduled DPD to pick up the item on two separate occasions, the item is still in my hallway a week later (my wife has now wasted 2 days holiday waiting in for the pick-up of this erroneous item, JL are aware of this and couldn't care less which in my view is disgusting customer service!). I've subsequently spent hours on the phone to JL.com, all representatives try to appear helpful but have absolutely no idea what they're doing. Note that no refund is issued until item is processed as returned to the warehouse (heaven knows when that will be) what good is this if the item is still to be collected?? Sort it out JL, you used to offer a decent and reliable service, I will not use this again, but please, just refund my damn money now! You're mistake, not mine!”

Helpful Report

Posted 9 years ago

“Had an awful experience with John Lewis. I had to return a broken Hoover which was still under warranty. JL managed to lose it for 3 weeks in a warehouse. 7 phone calls and 16 emails later, after being passed from pillar to post, they eventually found it in a random warehouse. They then told me it would take a further 5 or 6 weeks. I hadn't been told any of this at the outset, I thought it would take a couple of days. I've never experienced such incompetence, it was such a surprise as I'd thought John Lewis were good at customer service. I won't be shopping there again for electrical items.”

Helpful Report

Posted 9 years ago

“John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!”

Helpful Report

Posted 9 years ago

“John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!”

Helpful Report

Posted 9 years ago

“I booked a curtain making service for them to measure up today. 2 emails & 2 texts to confirm booking. Ensured I was at home from mid day as it was an afternoon appt. No time given of expected arrival. Rang at 14.30 to be told they work till 16.00. Appt is supposed to be for 120 mins. No show..no phone call or txts. Seriously bad customer service. I have more in life than waiting for 5 hours with no contact. So unimpressed & nothing will persuade me to use them again for this type of service.”

Helpful Report

Posted 9 years ago

“Absolutely terrible service - I wish I had read the reviews before I ordered a dishwasher from John Lewis. After 8 days with no sign of it, I phoned and was told that the couriers would be contacting me shortly to arrange a delivery time. When another four days passed with no sign I rang again, and this time I was told the courier would contact me within two working days. Five more days passed, I rang again, and was given the absurd excuse that the courier did not have my mobile number and so they could not contact me to arrange delivery. I was told that they would contact me very soon that day. When that did not happen, I cancelled the order, discovered the same dishwasher was available form Curry's at the same price, I ordered it, and it was delivered the next day. I will never use John Lewis again.”

Helpful Report

Posted 9 years ago

“We bought a Samsung tv in February 2014.It developed a fault so at 8am Wednesday the 28th October I called John Lewis' technical department and was advised that an engineer would be with me on Saturday morning.Saturday morning has been and gone,I have rang twice to see where the engineer is to be told that they can't be contacted on a Saturday and the best thing to do would be to reschedule.I could only be given a morning or afternoon slot for next Thursday! and am not prepared to take time off of work to sit in on the off chance that the engineer decides to put in an appearance.I asked if I could take the tv in to the branch and was told yes -i could take it to the technical department to be sent off as the likelyhood was that the tv wouldn't be fixed at home and the engineer would take it away.I could have done this on Wednesday!Very poor service from a company that I have always trusted to give excellent service.”

Helpful Report

Posted 9 years ago

“Found lovely sofa's in store, wow!!!!!!! how much????? I know! Reputation built off price matching for the same goods. Found the only manufacturer of this sofa in the country, British built quality for many years. That company provided me all their suppliers for that product round the country from their website. Wow! found a company doing exactly the same sofa from the same manufacturer for £1400 less for the two sofa's I wanted. only delivery 6 to 8 weeks but J L 7 days. so I go back with the undersale quote.............well would you believe the excuses and the legal rhetoric ,the best being the sofa is named differently from yours sir! The only difference .FOR THE SAME SOFA...............Made exclusively for us..........not true! This company has gone down in my estimations over the years.It has used slick advertising and clever marketing to dupe you into buying from a company that once had a great reputation for providing great quality at a fair price with a brilliant before and after sales service, which is now not true , as they never call you back .Plus if you're prepared to do a little bit of research you will always undercut them and in fact the company which have now received my hard earned cash,have bent over backwards to be of service.I will be recommending all my friends to shop from here I will never visit or use this company again!”

Helpful Report

Posted 9 years ago

“I purchased a tablet from JL.com a few months ago, and it developed a fault with the SD card slot. I sent a very detailed email to them thinking it was the best way to get in contact because I could think about the best way to describe what was going on and what I'd tried. I then get a response 16 days later saying, sorry but the warranty team isn't the right place to call and errr, thanks but phone this number. If you weren't going to do anything, surely you could have told me a little sooner. This isn't what customers expect of any company, let alone one that supposedly prides itself on customer service. Perhaps they could learn a lesson or two from Amazon!”

Helpful Report

Posted 9 years ago

“I am saddened by the apparent decline of this company regarding customer service. Certainly I have been blatantly lied to by frontline staff three times in as many months and whilst each occurrence has been appropriately dealt with by senior managers I find it a disturbing trend to have happened so readily in the first place. What has brought me to review them today is that I have just tried to invoke their ‘Never Knowingly Undersold’ PriceMatch policy and I think the reasons why merit a review as it illustrates to me the decline of the company with regards customer service. I recently purchased a dishwasher from John Lewis for £749.00 Today I noticed that on Currys website I could buy it for £699. The price was £749 with a code on the same page to enter for £50 off at the checkout as it was on promotion. This was not a third party or promotional voucher from another site, or even another page on the same site. It was a material offer to buy the machine for £699 direct from the product page without leaving the Currys site. I can be bought today direct from John Lewis for £749 or direct from Currys for £699! I submitted a form online to John Lewis and had it rejected a few hours later as John Lewis price policy ‘does not cover vouchercodes'. I can appreciate John Lewis not matching codes, promotions and discounts that involve third parties but in this instance the machine could be published direct from Currys without third party involvement/vouchers for £699. The same process at John Lewis would cost £749. To me this was exactly what the ‘Never Knowingly Undersold’ policy was about - Customer assurance of paying similar £ for similar items being sold by similar firms on similar terms without the cliched Section B, paragraph 4, subsection 5c rhetoric nonsense. When I rang I was told that the issue was that a vouchercode was required and nothing could be done. I find this strict adherence to letter of the law and not spirit of the JL policy to be disturbing. Interestingly John Lewis offer free (usually £19.95) Express Delivery on this dishwasher at the moment. How? By entering a code at the checkout. Codes are acceptable when it suits it seems. (Not that Express Delivery was an option for me - not applicable to remote areas and nothing offered in lieu). The team responsible for disallowing the application will not speak to the public and I was told that I would be contacted within 48hrs. My recent experience with callbacks is that they do not happen. Very disappointed with the decline in this firm who used to have such excellent and renowned customer service. I did subsequently receive a very patronising email from John Lewis stating that: “I understand that this particular nuance might be hard to understand”. Disgusting!”

Helpful Report

Posted 9 years ago

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