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

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“Expensive blind faulty. JL start off my promising the earth and then just stop even acknowledging emails asking for details. Have spent over 6 months trying to get a resolution. Given up and gone to Trading Standards.”

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Posted 4 years ago

“Customer service very poor. Unhappy with Bosch condenser tumble drier . Gets too hot to touch. JL bounce you back to Bosch who bounce you back to JL. Bosch said within specification even though side panels could reach 85 degrees Centigrade. Burn hazard high risk”

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Posted 4 years ago

“Asked for a price match. Their response was to use an irrelevant excuse not to match the price of a High Street competitor. The reason they boast never knowingly undersold, is they do everything they can to wriggle out of price matching. So much for their values of customer loyalty. I simply took my business to their competitor and in future I wont be returning my custom back to John Lewis. Far too many clever so and so's in these big companies, who have a mindset of how can I best deny you?, instead of how can I best serve you?”

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Posted 4 years ago

“This is the worst company I have ever bought an item from.I had a problem on a new iPad Pro.I spent over an hour on hold ,only to then get through to a person who then left me on hold again,came back and gave the most useless in formation.After spending out on this item I expected better customer service.Last time I use this company.”

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Posted 4 years ago

“I was given a watch purchased from John Lewis it’s still under its two year guarantee and It stopped working. It had been going slow for a while but when I had contacted them they said they can only deal with the person who ordered it from the email address they used and the billing details of the card. She ordered it and used my son in laws credit card (with permission ) but after giving all this information numerous times both of us have and we were told they cannot deal with us as we were not the person who placed the order it’s the person whose card was used. He has tried to ring but been unsuccessful. He works daytime and cannot stand around for ages waiting for someone to answer the phone. He didn’t place the order and he had emailed confirming what both myself and daughter have done. They both share one email address which is the one my daughter uses. Finally we have been ignored and no resolution. Now do I send my watch with its guarantee and risk losing it or do I give in and go buy a new one. My husband isn’t too pleased as the watch was actually from him and my daughter did the ordering. Wouldn’t mind it wasn’t a cheap watch. We have always purchased from John Lewis in the past for our larger white goods, TVs And general goods but this has really changed our customer loyalty. We have been going round in circles been asked the SAME questions each time provided the answers and then told they can only deal with the person who ordered the watch! The frustration is immense.”

Helpful Report

Posted 4 years ago

“COVID-19 Restrictions ignored Yesterday morning, Monday, 13th June 2020, my wife and I visited John Lewis Solihull Store. We visited the Ladies floor where I saw a woman trying on clothes. I spoke to a nearby member of staff. She responded "Nothing to do with me" and told me to go to the tills on the opposite side of the floor. Too late, the woman put the clothing back and moved on. If the employee had acted straight away she could have spoken to the customer. Worse still, a few minutes later, at the Jigsaw Outlet, a woman was deliberately hiding behind a rack of clothes and a pillar, removing her top clothing and trying on tops. Two female employees were approaching. I pointed out the woman actions, as she was still in the act of trying on clothes. At first they said they could not see her, despite being only a few feet away, and I pointed again the women who was still behind the pillar and the rack of clothes. They could see her pulling down a top, and simply walked on. So much for John Lewis and I quote, from your website, "Our absolute priority is keeping you and our Partners safe" Fine words indeed, but you could try and put this into practice. So when wearing masks comes into force you can try on clothing and no one will recognise you, even if they do, customer safety is not a priority. I left a Google review immediately following each incident and to date John Lewis has not responded. Check your CCTV......”

Helpful Report

Posted 4 years ago

“I ordered a HP7134 printer that was ofered at a very good price and free delivery within a few days”

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Posted 4 years ago

“Ditch the contact centres! Waited 17 minutes to check stock, great they had the stock I needed. Can I pay and reserve? No. Told I must go back to store and risk item sold out. “Colleague” sounded like a bored automaton. I asked who to complain to was told I could email but they won’t care. I’ve had better service from Primark.”

Helpful Report

Posted 4 years ago

“When walking my baby in our iCandy Lime pram I heard a crack and the wheel had completely snapped. Luckily I managed to keep control of the pram to prevent serious injury to the baby. I spoke with JL over the phone multiple times over the weekend and after sending a photo in the colleague promised I could pick up a new wheel on Tuesday at JL Cheadle. Fast forward to Tuesday I call and ask if JL will call me when the part is ready to collect and I’m told I will need to go into store and collect the part. I went to the store and they had no idea what I was talking about and said an order hadn’t been submitted and even if it had it would be at least 7-10 days. This is extremely poor customer service as we were promised a replacement wheel by Tuesday and at JL request I wasted my time going into store to collect something when it hadn’t been organised. My partner needs a pram to get the baby around. I can’t even find a replacement part anywhere else on the internet as iCandy don’t appear to stock spares for this model. I’ve tried countless times to speak to colleagues today and been hung up on at least 3 time’s this seems to happen as soon as I mention I’m chasing up a complaint. I was advised just after 9 am yesterday that I would receive a call back within 3 hours and this hasn’t been actioned c24 hours later. During the one call where I spoke to an agent I was told notes won’t be on the system regarding the promised call back as the process followed is via my details being shared with a manager via pen and paper.. this isn’t a very credible call back progress for a company of JL size. I’m extremely disappointed with this service provided by JL and highly doubt I’ll use them myself or recommend to others in the future.”

Helpful Report

Posted 4 years ago

“I’ve ordered a pair of shoes online, the shoes they’ve sent me were used and definitely worn, you can clearly see the creases on them and dirt on the bottom! I’ve called them, was asked to send pictures, I’ve sent the pictures and waited for over a week but no response until I called them again, they told me there’s nothing they can do the shoes aren’t in stock anymore , all they can do is a refund! Very inconvenient and unsatisfactory.”

Helpful Report

Posted 4 years ago

“Ordered a Samsung fridge freezer which I received on 1st June by very rude delivery crew. Fridge door has an annoying loud snap when opened. Tried unsuccessfully to contact customer services for past five weeks via email and phone. Eventually found email address for head office who have taken two weeks to reply. Have been told that I will have to wait another few weeks for engineer to call. I know we’ve had Covid 19 slowing things down, however JL were keen enough to take my money to deliver during ‘lockdown.’ So disappointed at the decline of this company and it’s service.”

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Posted 4 years ago

“Easy to order online with email confirmation, able to track delivery and always kept up to date on your orders . Always Very fast and prompt delivery only took 3 days to receive my product from first ordering , and if any problems there is always someone on a phone willing to help . Keep up the excellent work John Lewis”

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Posted 4 years ago

“Ordered a Barbour jacket, less than a month old and worn twice and the stitching has come undone on the back. So after a hour on the phone to John Lewis customer services I was told I can’t exchange it unless I buy another one first. Which is the most ridiculous thing I’ve heard and how can I guarantee I get my money back if I did that so now have to wait for someone from head office to email me back which they said they would do after 24 hours which has gone. Also the guy on the phone made it sound like I had torn it which I haven’t and you can’t even notice where it has come unstitched unless you look at it closely. So opened a paypal dispute and hoping I get my money back that way as I have no other hope with John Lewis. Customer service is shocking, the wait time, not helpful and only company I’ve ever had problems with returning a faulty item most places swap with no questions asked not sending pics, email and phone them and told cause I’ve worn it, it makes it more difficult to return, also asking if I had tags which sounds like if they did let me return it they was gonna put it back up for sale.”

Helpful Report

Posted 4 years ago

“I bought a macbook pro recently and after 10 days, it developed a fault I called JL tech support and although the lady I spoke to, was as helpful as she could be, she admitted that her ability to offer advice was limited as she was first line support and would speak to a colleague. After a few minutes, she returned and informed me that her colleague said there was no fault. I asked how that conclusion could be reached, when no one had even asked or seen the diagnostic data I had to back up my claim I was then passed to customer services who informed me they couldn't help because the product was not miss sold (something I'd never claimed) I was then advised to email JL head of customer services and after a day, I received an email stating that because tech support had said there was no fault (remember they haven't even taken a look or asked me for details of the fault) and customer services said it was not mis sold, I therefore have no claim. I am therefore left with a very expensive 10 day old mac book which has an intermittent fault and I am unable to even get JL to look at it. JL now refuse to answer any further emails on the subject My advice is to therefore boycott JL, because without good customer service, their business model is irrelevant. I can purchase almost everything they sell, cheaper online but have always (mistakenly) presumed that JL customer service was worth paying a little more for. In a world of online shopping, I expect JL to have limited appeal, once more and more people become aware of how appallingly they treat their customers. After 50 years of being a loyal customer to both JL & Waitrose I realise that JL actually couldn't care less. What a disappointing wake up call!”

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Posted 4 years ago

“The queue moved very quickly And the outside staff were very helpful and friendly.”

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Posted 4 years ago

“Never knowingly undersold since 1925 - and now stopped in 2020! John Lewis is selling a Kettler parasol for twice of it's recommended retail price. When I contacted John Lewis customer services for price match the response was that this claim does not match their criteria. Really? I have not been so mislead by a retailer ever.”

Helpful Report

Posted 4 years ago

“I wished to obtain a gift only available in store. I rang Customer services this morning and was told 13 of the items were in stock. I made the 2.5 hour return journey to Welwyn store, queued for half and hour and once I got to the checkout was told no stock there or anywhere else! They need to get the correct info during these difficult times. I for one will think twice about trusting them again in a hurry. It took 20 mins to get through on the phone, I've lost 3 hours which I wont get back. Feel very let down by a once highly respected company”

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Posted 4 years ago

“Terrible service - curtains finally completed 9 months after order and when I complained about this, I was told that it doesn’t say how long the curtains will take in your contract, so they can take years and still be within their contractual rights!! Emails ignored and not called back when promised - avoid!!”

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Posted 4 years ago

“Not the company it used to be. Over 3 days an no response to an email. Holding on the phone for customer support for over 30 minutes. Incorrect warranty information on the website. There are fewer reasons to choose them if they can't deliver on their KEY offer - quality service.”

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Posted 4 years ago

“Terrible service. I waited 3 months for a replacement bezel for my tv. Numerous calls, not getting in touch when they said they would, surly staff, terrible. I paid more for the tv because I thought they offered good service. Never again!”

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Posted 4 years ago

John Lewis is rated 2.7 based on 2,432 reviews