Name: John Lewis
Rating: 2.67

“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!”

Helpful Report

Posted 4 years ago

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

Helpful Report

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”

Helpful Report

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!!”

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

Posted 4 years ago

“Awful service. Spent 3.5 hours on hold over 4 phone calls. I was trying to return an item they had sent incorrectly. Initially, they refused to accept the return, stating they do not accept returns anymore? But finally after speaking to managers seem to have relented. Will stick to more honourable retailers in future. Why do we even have to call to return an item these days - most good retailers allow online returns? Definitely a sign that the high street is dead, and John Lewis are on their way out.”

Helpful Report

Posted 4 years ago

“AEG RKB63221DX Freestanding Fridge – Order number246112632 On 21 May I ordered a fridge from John Lewis and paid the price in full by credit card. I was sent an e-mail with a delivery date of Friday 22 May 2020. The fridge was not delivered on that day so late afternoon I contacted John Lewis customer service to be told that the fridge was still in some hub somewhere and would not now be delivered until the following Tuesday 26 May. There was no prior notification of the non delivery and you claim to provide world class customer service. However, the representative I spoke to did say some goodwill gesture would be provided. When the goods arrived on 26 May I realised in my haste that I had ordered an integral fridge and not a free standing model. I contacted John Lewis and arranged an exchange for the item detailed above. I was charged £29.95 as an unwanted goods charge, the only action that John Lewis has taken with any urgency. On 26 May after the exchange was agreed I received an e-mail stating that delivery would be on Thursday 4 June – advising that the product will be delivered directly by the manufacturer or their courier. Once again with no advance notification by this so called world class customer service, the item was not delivered. On 4 June I contacted John Lewis customer services, the result being told that the manufacturer would be in contact with me later that day or first thing the next morning. To try and hurry the solution along I contacted the supplier direct, only to be asked for the reference number John Lewis had given me – I was never given any number. Contacted John Lewis again about this reference number and was told to wait until the manufacturer made contact. On 5 June I contacted John Lewis customer service, the result being told that the manufacturer would be in contact with me later that day. Nothing heard by 4pm so I contacted John Lewis customer services again to be told to be patient as the call could come anytime up to 2000 hours. At lunchtime on 6 June I contacted John Lewis customer services and was told that the carriers and bookings department had not informed the manufacturer of the order and again the end result was that I was told the manufacturer would be in contact with me within 48hours. At lunchtime on 8 June I contacted John Lewis customer services and was told that the breakdown in communication was down to the omni suppliers orders team but guess what, the manufacturer would be in contact with me later that day. On 9 June I contacted John Lewis head office number and found myself speaking to a customer services representative who began to explain the difficulties about my location in the country and the courier company struggling with drivers etc. and to wait for the courier company to contact me . Ever felt you were getting nowhere and no-one cares? Especially the world class John Lewis customer services department! On Thursday 11 June, a white transit van stopped outside my house and a man shouted to me, “are you waiting on a fridge”. What joy; contact with the couriers at last, pity there was no prior contact as I was promised endlessly by so many different customer services personnel. The fridge was damaged. I spoke to the delivery driver who said he would stop by and collect the damaged goods when he finished his deliveries, but true to form he never showed up. I was not impressed with hi-value white goods being transported alongside a grubby lawn mower covered in grass cuttings and by the time taken to unload the item it was obviously not strapped down. I again contacted John Lewis who asked me to take some photographs of the damage and forward them, which I did. On Friday 12 June I received an e-mail from the Omni Supplier Orders Department. It stated they had sent on the images I forwarded to them to their supplier and has asked them to arrange a replacement and the pick-up of the damaged item as soon as possible. Good to know John Lewis is capable of two-way communication and it is not totally reliant on the customer to do all the chasing. On 16 June I contacted John Lewis customer services and was appalled to be told that nothing else would be done about the delivery of the fridge until the 19 June. What is that about! Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. I have contacted you on numerous occasions and, despite your advice that the manufacturer will contact me they did not. As the seller, you are responsible for the delivery of this fridge, my contract is with John Lewis not the manufacturer. I know we are in difficult times, but that does not justify such shoddy customer service. Through your failure to deliver this item you have put more stress and anxiety on myself and my wife as more frequent shopping trips were necessary due to having no fridge. Over the years I have spent a lot of money with John Lewis and have always been impressed with the customer service but this sorry episode far outweighs any positive customer service in the past. Do I need to remind you that you have had my money since the 16 May 2020. Absolutely disgraceful. After such extremely poor treatment I would normally expect some recompense, but this saga has driven me to despair; just give me my fridge and show as if you care for your customers. James Anderson”

Helpful Report

Posted 4 years ago

“Terrible service. Month later still waiting for collection of broken floor lamp that didn’t work on arrival. Still no refund. No Comms no communication. Shocking”

Helpful Report

Posted 4 years ago

“Hello, yes by the looks of the other reviews on here I have also joined the club, I would give them zero stars if possible , late last year purchased a new Sony smart TV paying just shy of £1000, with the 5 year guarantee I felt quite relaxed in the knowledge that I had made a sound investment, I was wrong ! the smart TV is now just a TV , the apps freeze and crash and do not work on almost a weekly basis , I have ruled out my broadband as being the problem , the software is up to date , now you would think John Lewis would be perfectly reasonable in providing a replacement TV or issuing a refund considering this TV is only a few months old, not even quoting the consumer rights act 2015 makes one iota of difference to them . There response quite unbelievably is that the guarantee doesn't cover the software and they just palm me off to the manufacturer to either give me technical advice (Waste of time) or would send an engineer to visit my home DURING THE PANDEMIC AND TAKE MY TV AWAY FOR TEST WITHOUT A TEMPORARY REPLACEMENT ! Please don't make the mistake that I and so many others have and purchase anything from John Lewis . UPDATE !!! Following this review I had posted above I had a response from John Lewis customer service asking if I could share the facts with them again so they can review there own response, finally some common sense & progress I thought, how wrong I can be as they simply used the opportunity to slap me in the face with there initial hard line stance! Just shows the poor communication within the company 'the tail wags the dog ' , they continue to quote the small print which of course is always hidden when the salesperson is helping you in the showroom. Below is part of there response , you definitely don't see this in large letters next to there 5 Year Gaurantee stickers. "Many products, such as electrical goods, are offered with a manufacturer's guarantee or sold with a manufacturer's warranty that often lasts for one year. Guarantees and warranties are a contract between you and the manufacturer, and the manufacturer must do whatever it says it will do in them. Usually this will be to repair or replace a faulty item. Retailers will sometimes contact the manufacturer on your behalf, but they are not obliged to do so. If the product is within its guarantee period, check to see if the guarantee offers a refund in your circumstances. If it doesn't, you could still contact the manufacturer, explaining the problem and asking if it will give you a refund."”

Helpful Report

Posted 4 years ago

“The worst ever. Don’t use this company. They will rip you off!!!!!! The customer care team is shocking!!!!! In fact disgusting. You lot should be ashamed of yourselfs!!!!!!!!!!”

Helpful Report

Posted 4 years ago

“Very easy to deal with. I live in Ireland and it was very easy to make returns as I bought 2 different sizes. Free returns label provided and refund was prompt. All packaging recyclable too.”

Helpful Report

Posted 4 years ago

“Had a very disgusting experience with J L. My iPad developed a problem (2 years old)with a 3 years guarantee the screen went blank after about 3-4 minutes. Tried to contact J L customers services for about 2 weeks without success the would be answered and you was put on hold and then went dead disconnected which cost my £40 in calls. Monday 18/05/20 finally Spoke to a human being and explained the situation the reply was WHAT DO YOU EXPECT from a 2 years old iPad but I will get someone to contact you no one contacted me. I emailed technical support 3 times no response. Filled in customers services contact form no response. Finally I emailed customers services director after nearly 4 weeks I received an email from a customers services manager assigned to my case who was understanding but could not solve my situation. It just shows the if you go to the top you get answers. If I purchased a new item from J L they would apply a discount of £30 no mention of if you purchased from elsewhere”

Helpful Report

Posted 4 years ago

“Fantastic customer service Can buy with confidence”

Helpful Report

Posted 4 years ago

“As always the stronger side of John Lewis is the customer support or at least their politeness and courtesy. Where everything crumbles is, unfortunately, the execution. I have ordered an LG OLED TV with a free soundbar on Tuesday for delivery on Saturday. In the meanwhile, there was a problem when applying the discount code (for free soundbar) but the customer support solved it with a side effect of a delivery being postponed to Monday. I'm wasn't over the moon but I can live with this it's just 2 days. I'd like to mention that both customer support agents were very helpful and pleasant to deal with. On Monday I was made aware that they were in fact less helpful than I initially thought. I received a call from customer support that for unknown reasons the TV was ordered from a branch that is closed during the COVID-19 time instead of the central warehouse that works. In effect, that means the delivery of the TV has been postponed by a week till Saturday and it can't be expedited. So now I have to wait almost two weeks in total. Today (Monday) the soundbar arrived. The delivery driver has promptly called me and just by the tone of voice I could hear he's not too happy nor friendly. Then he called me again as he could not find the building, his tone deteriorated further and he became slightly rude and agitated because of that. He was interrupting me when I tried to describe which building is mine. Couple minutes later he told me via intercom that he's leaving the soundbar in the lobby of the building because he cannot come inside. I replied that they are not allowed to come to the flats not the building as per John Lewis own description regarding the limitation of the service. As a reply, he gave me heated monologue that he had to go through 10 people to get there and it's a violation of health and safety. Found it amusing as I've seen him walking about without any face mask nor gloves. I did not enjoy being told to "Listen to me" and called "mate" by that person in a definitely derogatory tone.In my personal opinion, he could politely and calmly explain the situation and we could end on that. Instead, he decided to take it out on me, be rude and talk down in derogatory tone. I've never had a situation like that and I will not let this go. I request that action is taken against that driver and I'll be notified how this is being handled. To summarise, the order and the delivery was a complete catastrophe: - discount code mechanism that didn't work properly - the initial delay of the delivery due to human error - human errors when ordering the TV causing a second much bigger delay- extremely rude delivery driver I am disappointed in John Lewis, especially during times where home deliveries are the key business. I'm even more shocked that you are hiring delivery people that would be considered too bad for basic food delivery let alone for the John Lewis. All in all, lesson learned, next time I'm ordering from Amazon with 2 days (or even next day) delivery. Also if the TV is left in the lobby again, I'm cancelling the order altogether.”

Helpful Report

Posted 4 years ago

“EDIT: I've further lowered the score and added description of an additional extremely unpleasant situation with the delivery driver. As always the stronger side of John Lewis is the customer support or at least their politeness and courtesy. Where everything crumbles is, unfortunately, the execution. I have ordered an LG OLED TV with a free soundbar on Tuesday for delivery on Saturday. In the meanwhile, there was a problem when applying the discount code (for free soundbar) but the customer support solved it with a side effect of a delivery being postponed to Monday. I'm wasn't over the moon but I can live with this it's just 2 days. I'd like to mention that both customer support agents were very helpful and pleasant to deal with. On Monday I was made aware that they were in fact less helpful than I initially thought. I received a call from customer support that for unknown reasons the TV was ordered from a branch that is closed during the COVID-19 time instead of the central warehouse that works. In effect, that means the delivery of the TV has been postponed by a week till Saturday and it can't be expedited. So now I have to wait almost two weeks in total. Today (Monday) the soundbar arrived. The delivery driver has promptly called me and just by the tone of voice I could hear he's not too happy nor friendly. Then he called me again as he could not find the building, his tone deteriorated further and he became slightly rude and agitated because of that. He was interrupting me when I tried to describe which building is mine. Couple minutes later he told me via intercom that he's leaving the soundbar in the lobby of the building because he cannot come inside. I replied that they are not allowed to come to the flats not the building as per John Lewis own description regarding the limitation of the service. As a reply, he gave me heated monologue that he had to go through 10 people to get there and it's a violation of health and safety. Found it amusing as I've seen him walking about without any face mask nor gloves. I did not enjoy being told to "Listen to me" and called "mate" by that person in a definitely derogatory tone.In my personal opinion, he could politely and calmly explain the situation and we could end on that. Instead, he decided to take it out on me, be rude and talk down in derogatory tone. I've never had a situation like that and I will not let this go. I request that action is taken against that driver and I'll be notified how this is being handled. To summarise, the order and the delivery was a complete catastrophe: - discount code mechanism that didn't work properly - the initial delay of the delivery due to human error - human errors when ordering the TV causing a second much bigger delay- extremely rude delivery driver I am disappointed in John Lewis, especially during times where home deliveries are the key business. I'm even more shocked that you are hiring delivery people that would be considered too bad for basic food delivery let alone for the John Lewis. All in all, lesson learned, next time I'm ordering from Amazon with 2 days (or even next day) delivery. Also if the TV is left in the lobby again, I'm cancelling the order altogether.”

Helpful Report

Posted 4 years ago

“As always the stronger side of John Lewis is the customer support or at least their politeness and courtesy. Where everything crumbles is, unfortunately, the execution. I have ordered an LG OLED TV with a free soundbar on Tuesday for delivery on Saturday. In the meanwhile, there was a problem when applying the discount code (for free soundbar) but the customer support solved it with a side effect of a delivery being postponed to Monday. I'm wasn't over the moon but I can live with this it's just 2 days. I'd like to mention that both customer support agents were very helpful and pleasant to deal with. On Monday I was made aware that they were in fact less helpful than I initially thought. I received a call from customer support that for unknown reasons the TV was ordered from a branch that is closed during the COVID-19 time instead of the central warehouse that works. In effect, that means the delivery of the TV has been postponed by a week till Saturday and it can't be expedited. So now I have to wait almost two weeks in total. Today (Monday) the soundbar arrived. The delivery driver has promptly called me and just by the tone of voice I could hear he's not too happy nor friendly. Then he called me again as he could not find the building, his tone deteriorated further and he became slightly rude and agitated because of that. He was interrupting me when I tried to describe which building is mine. Couple minutes later he told me via intercom that he's leaving the soundbar in the lobby of the building because he cannot come inside. I replied that they are not allowed to come to the flats not the building as per John Lewis own description regarding the limitation of the service. As a reply, he gave me heated monologue that he had to go through 10 people to get there and it's a violation of health and safety. Found it amusing as I've seen him walking about without any face mask nor gloves. I did not enjoy being told to "Listen to me" and called "mate" by that person in a definitely derogatory tone.In my personal opinion, he could politely and calmly explain the situation and we could end on that. Instead, he decided to take it out on me, be rude and talk down in derogatory tone. I've never had a situation like that and I will not let this go. I request that action is taken against that driver and I'll be notified how this is being handled. To summarise, the order and the delivery was a complete catastrophe: - discount code mechanism that didn't work properly - the initial delay of the delivery due to human error - human errors when ordering the TV causing a second much bigger delay- extremely rude delivery driver I am disappointed in John Lewis, especially during times where home deliveries are the key business. I'm even more shocked that you are hiring delivery people that would be considered too bad for basic food delivery let alone for the John Lewis. All in all, lesson learned, next time I'm ordering from Amazon with 2 days (or even next day) delivery. Also if the TV is left in the lobby again, I'm cancelling the order altogether. PS. I'm attaching my order tracking numbers bot both deliveries for reference.”

Helpful Report

Posted 4 years ago

“So many items are out of stock on the website. Mainly electrical and technology.”

Helpful Report

Posted 4 years ago

“After service.. bits missing off my Bosch dishwasher. It took three months to get the bits, it was sitting in my kitchen unusable. John Lewis told me to fit it without the bits, had I done so it would have invalidated the gaurentee. I had to phone up Bosch and order the missing parts as John Lewis didn’t seem capable of getting it right. They just kept fobbing me off, it’s in the post mate, and the wrong bits would arrive. Then, after three months of messing me about wrote me an email saying it was my fault. Yeah, sure it was, I loved having a useless dishwasher sat in my kitchen for three months. Cut me off on the phone three times, I was polite and understanding. I wasn’t rude, they were , they didn’t bother phoning me back, I was told I’d hung up! No, I didn’t you cut me off, three times. I won’t be buying anything else off you.”

Helpful Report

Posted 4 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