Name: John Lewis
Rating: 2.67

“Delivery of TV set promised between 2.0p.m and 9.p,m.At 7.15p.m.someone rang to say driver had run out of hours.Said still had deliveries to make and were they to continue it would be after 11.0p.m when they arrived. Customer care is clearly not the priority.Overbooking deliveries and no regard to customer inconvenience. Order cancelled. Poor show,John Lewis.”

Helpful Report

Posted 7 years ago

“Bought a smartphone at john lewis leeds store and a lovely lady called verity went out of her way to find a price match for us after my first offer of a price match didn't work. We saved almost £20. So pleased with the price we went back after one hour and bought another.”

Helpful Report

Posted 7 years ago

“A lady called Rachel at Chichester JL on bedding served me yesterday and I was so pleased with her advice and politeness I felt she deserved a very positive review. Her product knowledge was exceptional and as a result i felt happy that my purchases of a duck down bed topper and full set of cotton bed linen were exactly what I was looking for. Sure enough along with a new mattress they give a feeling of luxury worth every penny and we are delighted. Thank you Rachel and J L. Mark Jeffries.”

Helpful Report

Posted 7 years ago

“Today I been to John Lewis Croydon shop planning to buy a MacBook Pro and 65" Sony TV. Such a bad service from one of the shop attenders Mr Shiva. I arrived at 7:25 at the shop and was checking the option about buying a MacBook Pro. When I asked about the option of financing he says we can't do anything for you today as shop closes in 30 min and this financing stuff takes nearly 30-40 min. He also advised me that plz go home and come some other time. With regards to TV, I liked a Sony TV 65" which was on display costing £1499. We enquirer him about it and he says it's no more sold by JL. I bought the same stuff from next door Currys. I was wondering if there is product which John Lewis stoped then they should move it from display as well. Anyway I never expected this level of service from John Lewis.”

Helpful Report

Posted 7 years ago

“I visited the Cheadle store a few Saturdays ago to buy a laptop. Lots of staff on the department, however very few where actually engaging with customers. The staff and older gentleman, who I assume is a manager spent their time chatting at the back of the department. I ended up leaving and buying the product I wanted elsewhere. Very very poor customer service.”

Helpful Report

Posted 7 years ago

“Bought an Apple watch from JL rather than Apple for the extra year's guarantee. John Lewis had been my default store for any purchase since they opened in Solihull and I have spent thousands there. You imagine their customer service will have an edge. Not so! When the watch developed a fault after 10 weeks John Lewis staff lied ( "by law we have to return it to Apple"), disagreed between departments (it's the Tech Support decision about whether to replace it or it's the individual store's decision), and sent a practically illiterate email probably intended to confuse its recipient. They insist on depriving my son of this watch for about 2 weeks in order to either confirm there is a fault prior to replacing it or sending it away for repair, depending on whom you talk to! They are only prepared to do the minimum required by law, and this is rare in modern retail. Losing a good customer's goodwill seems not to matter. Too complacent, perhaps? Well, not my default place to shop anymore. To say I shall never shop there again would be foolish but already my weekend's purchases of cosmetics for myself and gifts for friends have been made at Boots and M & S respectively. I just do not trust John Lewis to do the right thing.”

Helpful Report

Posted 7 years ago

“The returns and customer services depts are totally incompetent at processing refunds of good purchased online. I have repeatedly had to chase them and check they credit my account . They lack integrity as a company in this process and totally betray their own corporate image”

Helpful Report

Posted 7 years ago

“They are very slow are dealing with returns and they do not recognise their own terms and conditions”

Helpful Report

Posted 7 years ago

“SOoo Much went wrong. I should have walked out of the store when the furniture manager was so rude to my husband and myself after taking two hours to try various beds, deciding on a bed which was about £10,000, asking if we could specify COM (customer's own material), but were told that they would have to call the supplier and we could not pay for it today because of this. My husband was with me we said we would have some lunch and then come back to the department to see if they had contacted their supplier (who's representative was in the store talking to us, but he had to talk to his boss???? He was unable to make that decision himself). We went to have our lunch, then went back to the electrics department to buy a television, which we did, then looked at a wooden bed on our return for our teenage son. We ask the price of the mattress and bed of a double or king, and a lady went back to the furniture manager to inquire. He saw us and left us standing there for quite a while and had a great discussion with his staff member. Us jolly from the freedom of having no children for the afternoon, happily went over to him to be told that mattress was sold, and then said 'we were looking for you in the restaurant', and then started to imply that we were messing him around and being very peculiar, and said we spoke to our supplier and he said if you want COM it will cost 20% extra. I became rather upset, one that he had been looking for us in the restaurant and implying to us we had messed him around. I explained we had been to the electronics department and had just bought a TV, which really was none of his business and as we were up until this point about to make a 10,000 purchase we would expect a little less rudeness. I said I no longer wanted to deal with him as this whole incident had upset me. I should have left the store then, we decided that it was not a good omen to buying a bed based on this feeling of badwill. So we went to try to complete our orders bookcases and cupboards. We ordered two bookcases, two wooden stools, and a large german cupboard. Oh why, oh why did we do this....after the horrid man in the furniture department had already upset us both (this is head of furniture in High Wycombe). The shelves and barstools came, two weeks over the delivery date, after they had also changed the original Wednesday slot to a saturday slot as they could not find any record of us having paid, we had paid in full at the store, on that fateful day. I told the customer services this, but she did not believe me so without telling me cancelled the slot we had arranged. This was after it being two weeks late already. When it arrived my husband and i spent an afternoon trying to assemble it, i am really good at flat pack furniture, but these shelves were not stable or ever going to fit together, the ply chipped on attempting to assemble, it was so awful, ikea furniture is a breeze in comparison. I called the store with my husband, and asked them to collect it all as soon as possible, i would rather go to OKA and pay a little more but have a more substantial product which is assembled. My husband questioned the sense of them selling kitchen stools which had to be assembled by the customer, what if they fell apart, surely John Lewis was opening themselves up to all sort of litigation? We just want the whole lot collected, which we have arranged and will shop elsewhere in future. High Wycome staff need training up, the furniture manager was appalling. He lost a sale for 10,000, i don't think they care though. To question where we were, and then to think we were buying a cheeper bed after having 'wasted his time' ...no we were going to buy another bed, so spend up to 15,000 in your store, but in the end we are returning it all. The television is good, and the panasonic guy was lovely, but everything else was well below what one would expect”

Helpful Report

Posted 7 years ago

“Received the moritz console table today I'm so happy with it looks fantastic in hallway.excelkent quality. The delivery men James & Clint were so helpful unpacked console and took boxe away very pleasant .”

Helpful Report

Posted 7 years ago

“Like other reviewers on this website, I have made the decision to never deal with John Lewis again - this is despite having been a loyal customer over many years. The most recent episode can only be described as the straw that broke the camels back .... We visited the Glasgow store and ordered some flooring for 2 separate rooms in the house. We went through the order in detail with the sales assistant in store and confirmed what we wanted to order by showing him the specific flooring in the display books. He didn't know how to arrange for the Edinburgh store fitters to fit the flooring therefore we agreed John Lewis would supply the flooring only. (Turns out this was the one good thing - John Lewis had wanted to charge us £95 per room despite these being 2 small bathrooms - a local fitter has now completed the work for a total cost of £60) We had to wait 3 weeks for the flooring to be delivered (a local firm has since managed to order and supply flooring in 2 days). The items were delivered by courier and left in the safe place we had agreed. We opened the flooring packaging the night before the items were to be fitted and discovered that one item was severely damaged and had a long score down the middle of the flooring and that John Lewis had delivered the wrong item for the second room. We checked the John lewis website which advises Customer Services can be contacted up until midnight, 7 days a week. We telephoned that evening and held for sometime before the call was answered - transpires they could not help us over the phone as the order had been placed in store. We were told we would have to telephone the store ourselves during normal opening hours - the 'helpline' could not even take our name and nature of complaint and arrange for someone to call us back. I emailed the CEO of John Lewis that night and asked that she arrange for the matter to be investigated and that someone telephone me on my mobile number to agree how we could resolve the matter. No telephone call was received so later the next day I tried to telephone the Glasgow store. The automated system gave me the option to request to be put through to the flooring department and each time I tried this the call rang out, it asked me to hold then it cut me off. Eventually I telephone the store switchboard. The person there managed to transfer me to Alan who had been asked to deal with my email. Alan advised he had tried to call me however had done so on my home number despite me specifically asking for a call on the mobile I had provided. Alan advised he would have the damaged and incorrect order collected and asked me to try and select the correct item from an online page - I wasn't happy to do this as I needed to be sure the correct colour of flooring was ordered. He then confirmed that even if they knew the correct flooring to order it would take another 3 weeks for the replacement items to arrive. I was unwilling to wait that long so he advised he would refund the cost of the items to me. I then queried why this had happened, why wrong items had been delivered, why quality was not checked before delivery etc etc. Alan said he would investigate. He contacted me by email later in the week and made a number of excuses / apologies however it was clear there was to be no proper explanation. He offered me £30 John Lewis gift voucher as compensation. I responded to advise I found £30 low given the time I had sent having to phone and chase John Lewis, the inconvenience and the complete disregard for customer care. His response was more or less 'take it or leave it' I responded just after 11am to advise I would take the £30 however that would be the last £30 I would spend in John Lewis, I then forwarded his chain of emails to the CEO office again as I felt it important that she is aware of how customers are treated by staff acting in her name. This time I received a response from 'James' - he was even more unhelpful and unprofessional than the first member of staff I have waited 5 days and the gift vouchers have not turned up so I have emailed again. James responded to advise they only post vouchers on a Tuesday or a Friday morning and that as I hadn't emailed them until Friday afternoon I had missed the post. I have emailed to point out that I did email at 11.17am which was Friday morning. James has now claimed that they send the vouchers 'start of day' on a Tuesday and a Friday. It is quite clear that the staff employed in 'Customer Services' in John Lewis just makes things up as they go along - they have no desire to actually understand what caused the initial issue and take steps to learn from it and ensure future reoccurrences are avoided. It really concerns me that they claim to be acting on behalf of the CEO and yet the tone and manner in which they deal with customers is verging on rude and obstructive. If they really are acting in the way that the CEO of John Lewis approves of then this explains why there has been such a dramatic decline in the level of customer care and service being offered to loyal customers. This loyal customer will let her wallet do the talking and from now on I will never purchase from this organisation again”

Helpful Report

Posted 7 years ago

“I have had home and contents insurance through John Lewis for a number of years and on 27/12/16 due to escape of water had to make a claim. I have made numerous calls and sent many e'mails about the way the claim is being handled, however as it has been passed to loss adjusters they have totally ignored the fact my contract was with them and not even an apology. We still await repair works to enable us to use our shower room. Their customer service is absolutely abysmal. Complaint sent and acknowledged someone would respond in two to three working days. Still waiting. They really do need to look at the way they do business.”

Helpful Report

Posted 7 years ago

“Buyer beware - John Lewis is acting as a front for other suppliers and they will take little or no responsibility if anything goes wrong when the order is coming from another supplier, regardless of the fact that you ordered and paid for the product through John Lewis. They gave me four conflicting pieces of information about delivery times for a fridge, and then after waiting in since 7am for the promised delivery I finally discovered that the product had not even been scheduled for delivery due to a 'system error'. John Lewis said they couldn't possibly have known about the problem because it involved them and the supplier! They refused to rearrange delivery to suit me even though I am registered disabled and live alone, and I had got rid of my old fridge to make room for the new one. I am now left with no way of keeping food fresh, and they say if I want to rearrange delivery through John Lewis it will take between one and three weeks! A company of this size that boasts of its 'outstanding' customer service ought to have taken action to put this right immediately, but they would not, in spite of my pleas. I won't use them again.”

Helpful Report

Posted 7 years ago

“It's a shame I couldn't leave a zero rating as that about sums up the zero customer service I am receiving . I can totally understand why John Lewis only has a low overall review score. I am not alone it seems in my dissatisfaction with this company . I am currently in the unfortunate position of dealing with their uncaring and unprofessional approach to customer service . Their Facebook page is a joke , acknowledging comments as if they are going to deal with complaints in a professional and caring way , instead this is just a smoke screen for the company they really are, it looks like they are sympathetically going to deal with the problem , but all they want is the problem off their Facebook wall . We have brought many expensive electrical items and items of technology over the years , we had an issue with a microwave that has been repaired twice in a very short time , the first time we had to drive many miles to the repair centre and drop it off and collect weeks later when it was finally fixed , and the 2nd time although well still warranty was going to be charged £40 to collect it to repair it , luckily our persistence paid off and it was collected free of charge ( as it should be as the store we collected from do not accept them back for repair ) and we are hoping it doesn't fail again when just out of warranty . However this is not our only run in with John Lewis and their guarantees . When you buy an expensive camera ( well , to us spending over £300 on our camera is a lot of money) and you pay extra for an extended 1 year warranty ( 2 years plus another 1 year) you expect if you have a problem that John Lewis will help you , think again , they will fob you off hoping you will go away and forget about it and just expect you to swallow the rubbish they tell you . It started 4 weeks ago , we noticed whilst putting our Panasonic LUMIX camera on to charge before a weekend away that the rubberised non slip covering to the case is peeling off , the camera is just over 2 years old , very well looked after and always kept in a protective padded camera bag , I never expose my camera to dusty atmospheres , do not take on the beach or wipe over with any form of cleaner , my camera is in perfect condition , well apart from this worrying fault of the silicone type rubberised coating peeling off . It started as a small patch and just over a weekend of limited use , putting in and taking out of the camera bag it crept further across , each time leaving little flakes stuck to the camera or loose in the bag , these particles are at risk of entering the motorised zoom on my camera or behind the delicate and flimsy lens shutter door . Luckily on the way for our weekend we passed Bluewater and decided to call in to John Lewis to show them what was happening , expecting they would also think this was a problem , along with the marks we noticed were also appearing behind the back screen . They have a Technical Support area at Bluewater we found and although the assistant was extremely sympathetic and was horrified to see what had happened , they expressed their concern that the camera should not be exposed to contaminants that may damage the camera by entering it , eg. grit, dust etc and the minute particles that are constantly peeling and flaking off the camera whilst the case is deteriorating will be loose in the camera case , commented it's only a matter of time before the camera fails , the large motorised zoom could trap particles in it and seize whilst partially or fully extended, but on speaking to another department was told it was purely cosmetic , the assistant disagreed but advised us to take it further . Apparently the extended warranty is not even with John Lewis and they say it is purely cosmetic and does not in any way affect the working of the camera or put it at any risk , therefore the extended warranty we purchased in good faith is useless ! Unless I dropped the camera , as accidental damage is covered , so if I was clumsy or didn't look after my camera as well as I do and dropped and smashed it ,it would be covered for repair or replacement , surely this is encouraging people to purposely damage it , fraud and dishonesty, being honest doesn't pay obviously. In the next few weeks there was numerous emails back and forth to John Lewis who refused to budge on their decision and refuse to help me .We took a visit into our local Waitrose who agreed to send the camera in to the repairer for me as they felt it needed to be looked at , as John Lewis were basing their decision on something they hadn't even seen . Since then I have had many many emails back and forth everyday from John Lewis , they totally deny there is a problem still , at one time I was told the covering will all eventually shed off anyway so it will no longer be a problem ( isn't that then a worry as it shouldn't be doing that at all ) I replied that surely then it will have no non slip coating and will be less likely to be able to grip the camera especially as the front hand grip is pretty useless , still they say it isn't a problem and purely cosmetic, sometimes they are contradicting themselves. They then asked me for in excess of £80 to cover repairs and a replacement casing to replace the case that is deteriorating rapidly , although they say it isn't a problem they do agree to change it for a fee , it has now been reduced slightly as good will , what ? I don't think so , I shouldn't be paying any of it ! The guarantee is worthless and I paid extra for it ,plus they still have my camera and will no doubt hold me ransom for it . My contract was with John Lewis , I brought it from John Lewis and it is John Lewis who should sort this out , the camera is obviously suffering a design fault . The design of the camera ie. the non slip coating was only introduced for 1 model which is the model I have , and this model also lost the substantial front hand grip and was replaced by a pretty useless bar because the rubberised non slip coating is obviously meant to aid the grip you have lost . But in 2 years , 2 more models in the series has been introduced , both of which no longer carry the rubberised non slip coating ( I wonder why?) and the larger and more useful front hand grip was reintroduced . Obviously there is a problem but John Lewis are refusing to offer any help . I am only annoyed that a week before the problem with my camera appeared , we purchased another television with John Lewis , no doubt this is equally as useless guarantee and I only wish we had of purchased elsewhere, because I can assure you John Lewis will never get our custom ever again , nor will I ever recommend them to anyone . We were good customers for many many years , but John Lewis just do not care about their customers anymore and since I have had this problem I am becoming more and more aware of many other equally disgusted customers. I even had one reply from John Lewis concerning somebody else's complaint , it was actually attached to my email , very unprofessional and very worrying as it could have contained their address too , luckily it didn't , I expressed my alarm at this and it was just brushed off as human error ! How unprofessional ! Wouldn't you check your email before sending it out when you are dealing with many different customers details . It makes me wonder the competency of who you actually are dealing with when you speak or email customer services and whether they just send out standard responses , and whether they even actually know that they are doing . The below photo is only the beginning of covering deterioration, it has deteriorated much further , in only a few days use .”

Helpful Report

Posted 7 years ago

“Just popped in to buy a concealer and met a fantastic assistant called Carla She was impartial to all brands but advised on nars concealer but she went out if her way to find me samples of priemers from at least 3 different counters it was 6.45 pm Just brilliant!!! Made me feel great Keep up the good work John Lewis York I will be back soon!!”

Helpful Report

Posted 7 years ago

“I would like to say 'thank you' to Angela Milliken from Customer Services John Lewis for her excellent response to my complaint regarding gift vouchers. It was dealt with extremely promptly and completely to my satisfaction. I will still support John Lewis on the strength of their brilliant customer service and quality products.”

Helpful Report

Posted 7 years ago

“I was first a bit unsure if it was a good idea to order something from John Lewis UK to Norway because there are some bad reviews out there, but I decided to try. Ordered 2 nice mugs I have always wanted, and waited. 3 weeks later they arrived, but unfortunatly one of them was fractured. I took some pictures of it and emailed them, asking for a new mug. 10 hours later, they responded with an appology, and that they had already sent out an order for a replacement mug. 2,5 weeks later it arrived and the mug was all good. No extra charge, and did not need to send the broken one in return. very nice service! happy with my new mugs :)”

Helpful Report

Posted 7 years ago

“Alix the TV salesman at Ventura was superb. Took time to explain various products, neutrally and in plain language A credit to your store”

Helpful Report

Posted 7 years ago

“I ordered a microwave and a mixer from JL. The mixer was delivered and left with the concierge but the microwave was never delivered. Having left several notes to call me for delivery since I live on the first floor and cannot pickup the heavy item as I am pregnant, I did not get any call nor the item. And this was after having booked redelivery twice, stayed at home to make sure the order gets delivered to the door, I was told by the JL customer service that Royal mail is holding your parcel. If it is the issue with Royal Mail which they know having tried thrice to get the item delivered couldn't they just use another courier? To top it up I asked for a refund and I was told I will have to wait till Royal mail sends the item back to JL depot to issue a refund. So basically holding up my money for no fault of mine. I am utterly disappointed with JL and will not shop with them again. I used to think highly of JL but looks like they have lost the customer service experience which other stores are striving hard to achieve.”

Helpful Report

Posted 7 years ago

“WILL NEVER BUY ANYTHING FROM JOHN LEWIS I am writing with extreme disappointment for the service that i have received from John Lewis. I had given my Laptop for repair on 13-Jan-2017. It is over a month now and i have no clue about my laptop as i have been given differing information every time i have called John Lewis Technical Support team or when i visited the John Lewis shop at Stratford, London. The team has refused to give me an temporary replacement laptop and this has caused me serious trouble as i am not able to conduct my business properly for over a month now. They have promised that they will call me tomorrow to let me know the situation (as they have done several times in the past, but unfortunately i still do not know about it. I have visited the customer service department three times, the technical support team at Stratford around four times and have called the technical support line more than five times. Details of differing information provided by John Lewis Technical support team everytime i called or visited the store. 1 - Laptop has been repaired and sent to the store, you should receive the call from the store from collection (No call from Store for a week) 2 - Your laptop has been couriered to wrong place. The technical support team accepted mistake at their end. 3 - You Laptop has not been repaired due to physical damage, we will call you for Quote. 4 - You have accepted the Quote for repair. (John Lewis never told me the amount and i never accepted the Quote) 5 - Your Laptop has been sent back to the Store without repair.”

Helpful Report

Posted 7 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

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