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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“I'm a semi-regular customer with John Lewis and have never had any issues. My most recent orders came promptly and arrived on time, especially good considering COVID 19.”

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Posted 4 years ago

“I just love John Lewis🥰 Customer services👍”

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Posted 4 years ago

“Absolutely appalled with Customer Service. I have never experienced such bold audacity and uncaring attitude in my sixty years of purchasing goods. I ordered an item, paid, however, never received it. After numerous telephone calls I spoke to a customer service employee named Jake who was sarcastic and totally uninterested who eventuallysaid the item was broken and I could not have a refund until they receive the item which will take another week or longer. I have never received the item, so why do I need to wait possibly over a month for my money to be returned. As I am a pensioner, I am finding this situation and their so called customer service very stressful. Never will I purchase another item from this company again.”

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Posted 4 years ago

“I ordered two sets of different coloured towels. They arrived very quickly with free postage because it was over £50. Excellent quality and bright and vibrant colours. Would thoroughly recommend.”

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Posted 4 years ago

“In the dark ages and been living like Lords for too long. We have been duped by this Company for many years. They have their comeuppance at long last.”

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Posted 4 years ago

“I recently ordered a selection of items from John Lewis and a £35 sale jumper was missing from the package. After speaking to 4 different customer service members, and them reviewing their packaging process, they concluded that the missing item was in the package and the package was delivered to me in tact. They have closed the case with the outcome that I will not be offered a replacement or a refund. Having ordered thousands of pounds worth of items from John Lewis over the years, and having also worked for them for more than 3 years in the past, I am shocked that this is the service of care that customers can now expect.”

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Posted 4 years ago

“Always stock lovely things, I’ve purchased some great stuff some reasonably priced and some a little dearer too, but you pay for what you get.”

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Posted 4 years ago

“I was advised that delivery would occur 5-7pm. I watched out for the delivery between these times. It didn’t arrive. I looked at track my parcel and it said it has actually been delivered at 2pm - saying it had been posted through the letterbox - it was 6 cushions so I knew this couldn’t be the case. I looked on my CCTV and saw that the delivery man had left it outside my door at 2pm - so 3 hours ahead of the allocated delivery slot, followed by another man who walked off with it. I reported this to John Lewis - they said nothing to do with them. What terrible customer service - so I am £84 worse off and my only option is to buy them again - so a win win for John Lewis”

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Posted 4 years ago

“Received 1st microwave, which blew all the power in the kitchen. Ordered a replacement, different model, that arrived damaged. They said they cannot arrange a replacement yet, as the courier has not confirmed delivery, but will phone me the next day. The next day NO PHONE CALL! I now have the first microwave awaiting collection which will be in a few days, but will have to go through the same routine to arrange collection of the 2nd microwave. I will end up have more microwave ovens in my house than they have in their warehouse.”

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Posted 5 years ago

“Excellent . Great delivery and even better customer service. Thanks”

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Posted 5 years ago

“CASE-14146861 Ordered ipad pro 12.9 2020 and adaptor but when the parcel arrived i only found the adapter and ipad pro was missing. I complained to john lewis and they said we can't do anything, go and ask your card provider. This is so ridiculous and terrible service.”

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Posted 5 years ago

“John Lewis is a thieving company. They list a promotion on household goods - spend £500 or over and claim £100 back a month later if you are a John Lewis member. They do not tell you whether your order qualifies for the promotion at the time of buying, given the numerous exclusions listed in the fine print, and they do not automatically apply the promotion. John Lewis structure the promotion in this way in the hope that you will: 1) Forget a month later. 2) Buy their products, live with them for a month (through the return period) and not qualify for the only incentive to buy from them a month later. In both circumstances they get £500 of revenue on products that they are selling for a higher price than other retailers and have to give nothing in return. They are structuring these promotions in order to have the highest chance of cheating people.”

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Posted 5 years ago

“Customer service is non-existent. My tv developed a fault. I went on the JL website and decided to use the WhatsApp method for communicating. I sent my request for help. 4 1/4 hours later I had a reply. I thought that was pretty good considering the covid-19 problems. It was the only thing I thought was good about my experience. Emily asked me to prove who I was then what I'd done to troubleshoot. I referred her back to my initial message which listed everything I had already done. That was the last I heard from Emily. 2 days later I had Samuel, who asked me to do a test that Samsung hadn't asked me to do. I did the test and reported back that there was no change. That was the last I heard from Samuel. 2 days later I had Adam, who told me they wouldn't replace the tv, even though it was just 4 months old. He told me if I returned it to them, they would refuse to accept it. They needed to send an engineer to test it and see if was faulty. I agreed to this, but was then told it could be a couple of weeks at least until an engineer could get out. I emailed their chairman, Sharon and a few other directors to let them know of the very poor service I was receiving. I had a reply saying that she would investigate and get the team to contact me. Claire called me, but Claire was not very helpful. She kept telling me I didn't know what the law was, that she works in this field and she does. I have owned and run retail businesses for 33 years and my wife has a law degree. Claire then said I couldn't have a replacement tv as I had already agreed to a repair. I had not, I told her I hadn't. She told me I had. I told her to look up the phone call and listen to it. Claire changed the subject of conversation without an apology for calling me a liar. To top it all off, Claire then asked me why I was making such a fuss over such a cheap item. I told her it was my right and if she thought the item was so cheap, why was she making such a fuss over not replacing it. She changed the conversation again. We ended the conversation with me saying I'd go back to the chairman again to see if I could get my problem resolved. She told me that I could if I wanted, but she speaks for the chairman and any correspondence I have with Sharon would come directly to her. I'm waiting for Claire to reply to my email to the chairman. I've bought lots of tech from John Lewis. The reason being I thought they had a customer service second to non. Unfortunately, the first time I have needed it, I was both right and wrong. Their customer service is second to non, but it is utterly useless. I have never been treated like this by any other company.”

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Posted 5 years ago

“My son ordered me Easter Eggs as I was fairly fed up, not being able to see my family including Mother's Day or Easter. The eggs were dispatched in a box that wasn't marked as fragile and one was completely smashed, the other not great. I couldn't get through on the phone. JL are like M and S, you send someone a present and if they don't like it they take it into a shop for a gift receipt, in accordance with their website; that's why you use them. I don't want my son to know the presents were broken; I was in tears when they arrived, it was the final straw. JL won't let me return them for a gift card. They say my son has to contact them (they won't contact him). It took me two days to get a response from them. He is a key worker. Apart from not operating in accordance with the terms stated on their website, they have shown no empathy at all for a situation that has arisen entirely through their own negligence ( box not marked as fragile). I keep asking them whether they will offer me a credit note, their twitter feed says to ring, in the full knowledge that I won't get through. In their greed they have probably furloughed too many people - but they should amend their website if they aren't offering gift cards any more. Their customer service is dreadful and you get the impression that they are trying not to give refunds etc wherever they can, riding roughshod over their legal obligations. Poundshop at Harrods' prices.”

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Posted 5 years ago

“Purchased aeg induction Hob and after 9 months the corner of the Hob came off. No external force etc, it just detached. John Lewis customer service first would not answer request for response then after much badgering said it was ‘cosmetic’ as the Hob still worked. Would not accept repair/replacement under warranty as they only warranted electrical faults, not cosmetic. JLwarranty is worthless not the John Lewis of old. We now into pursuing claim. But what sort of company supplies an expensive electrical item then say they only warranty electrical faults not if bits fall off. Never buy from John Lewis.”

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Posted 5 years ago

“WARNING!! JUST STEALING YOUR MONEY THEY WILL GET YOUR MONEY, THEN CANCEL THE ORDER, AND WILL NEVER REFUND YOU. It impossible to get in touch with them - emails are not accepted - live chat is off - and even their number now in now available!”

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Posted 5 years ago

“Unfortunately can’t give them lower then one star. Horrible customer service. Bought Apple Watch Series 5 from them. And as it was a gift for my wife, asked the sales guy what if she doesn’t like it. And he replied “Just bring it back within 14 days”. And unfortunately my wife didn’t like it, when went back to return, they said as it’s opened we can’t return it. When asked that Apple, Currys, Argos except return even after open, they says “WE DONT”. But most important things was the way they treated me. It was a horrible experience. I was surrounded by five people(staff) and been treated like a criminal. Bought my TV, I pad and other things from them in the past. But it’s a BIG NO for me now. Never going back again.”

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Posted 5 years ago

“As one of the reviewer says below you get sent round in circles when trying to contact customer services . Why is the web site not updated with accurate info , as what it means they want you to shop on line with no support ...just take your money ...is this really the behavior from a high end , middle class shoppers place, espoused values about partnership etc.....get your act together as we won't be coming back after the restrictions are lifted !”

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Posted 5 years ago

“Quick service superb staff and super fast response to solve the issue I had”

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Posted 5 years ago

“simply reading the opening lines of a computer version which says returns accepted if untouched or words to that effect - how can you tell if an item is working correctly by looking -after that it is all downhill - look elsewhere is my advice”

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Posted 5 years ago

John Lewis is rated 2.7 based on 2,432 reviews