Name: John Lewis
Rating: 2.66

“Rang 3 times today 02/12/ 19 15 mins each call still no answer, called to order 2 items in mens shoes whats the point if nobody taking the time to answer ,not the john lewis it once was, will go elsewhere, and tell other people.”

Helpful Report

Posted 5 years ago

“Awful awful company, brought a apple watch here in good faith. No where on the website did it say if i took the seal of i could not return it or exchange it. I was mucked out by customer service saying if i go to the store i can exchange it. Got to Store after an hours drive to be told i couldnt do this. On the phone with the customer service manager who had no interest in talking to me. Just keep saying he count help me etc worst experience!!!!!”

Helpful Report

Posted 5 years ago

“I just held on for 32 minutes, listening to a message telling me my call would be answered "shortly". Then I was cut off.”

Helpful Report

Posted 5 years ago

“Well, where do i start?! Paid 3.4K for a Bertazzoni range cooker which was bent when it arrived. Feet broken so it wobbles, temp gauge wonky, oven bellows steam which puddles on the floor and has burnt my new kitchen drawers. Internal grill pan buckled, oven heats up to 210 when set to 150. On his second visit the engineer couldnt fix all the problems and wrote it off. Neither Bertazzoni or John Lewis would honour this until this morning when I was told that on this particular occasion they will pick it up and refund me but will not be responsible for the burnt cupboards because they can't prove it was the oven!!! The kitchen is new and there has been no other oven since it was fitted. JL service is now just like any other company that has grown too big and applies a number (rather than a name) to their customers. Then after six months of misery, they tell you that it is not acceptable to get cross! Listen to the hundreds of bad reviews. You need to.”

Helpful Report

Posted 5 years ago

“Useless....useless...useless.....paid a tenner in postage to get a laptop delivered between 6pm and 10; the next day being our anniversary, time was "of the essence", as our legal friends say....you guessed- it didn't arrive! Not the first time John Lewis has ballsed up an important delivery: last time it was a birthday bracelet, and the excuse was that their delivery guy couldn't find the building he was supposed to be delivering to.....as an experiment, I drove to the edge of town, put the destination into my satnav, and duly drove to the front door by following its instructions...apart from this, the building in question (my place of work) was conspicuous enough to be visible from the International Space Station in Earth orbit- in fact I seem to recall Major Tim Peake in his journal mentioning noticing it... Regretfully, when I've got my tenner's worth of postage refunded for breach of contract, I think I'm going to have to start giving business to companies with fewer high-end pretensions and more focus on actually doing what they say they'll do. Let me reiterate: it gives me no pleasure whatsoever to say that, and I do very much say it with regret.”

Helpful Report

Posted 5 years ago

“Really not what it used to be. Tried to order curtains online. We rang, We rang we rang and rang. No one answered. When we did get through we asked to speak to the department and the call center couldn't get an answer. Said they would get them to call back. Nope no call. Called again, got through to call center easier but asked for email as they don't answer phone. Got the email ad and sent email..... 3 days no responce. Actually had to drive to a shop in the end and order. The woman had aface like wet weekend in November, it was actually a wet weekend in November. Decided to order 2 pillows online to save carrying. Order delivery was 4-5 working days. Got an email 2 days later saying delivery tomorrow. Umm not home. Wish to change delivery time, yep. Changed it to Friday. Still got delivered the weds. John Lewis are not what they used to be for sure.”

Helpful Report

Posted 5 years ago

“I wanted to buy 3 pieces of West elm mid century furniture from John Lewis. I waited for the Black Friday deals but just before this promotion commenced all three pieces went out of stock. I called John Lewis, to be told they would not be reordered until after the promotion ends. So why add these items to your website under the promotion- if it was impossible to purchase.... never going to be in stock for the deal to apply ? Is this even legal? Why am I not surprised that John Lewis profits are down”

Helpful Report

Posted 5 years ago

“My laptop hinge broke. I took it in, they sent an email to say it was repaired. I went into the store to be told it was for a different customer, wait another week before we chase it again. I now think that they gave my laptop to another customer and I'm left without one and I really need one before Christmas. I've complained everywhere and they're ignoring me.”

Helpful Report

Posted 5 years ago

“Quite possibly one of the worst Retailer you can ever partner with as a customer. Paula Nickolds (MD) and the Leadership team please step down or do something about the way in which your customers are treated. John Lewis is no longer the "Trusted Brand" it once was. Several errors made on part of the incompetent team when providing a made to measure curtain quote. JL back tracked on the quotes given, after promising to honour the quotes because of mistakes they continued to make when issuing revised quotes. They charge an extortionate amount based off what calculations and measurements, only they know as they are not prepared to share this info. For a bay window in a terraced house measuring 90inches wide, and a single window measuring 45inches wide, they apparently use 25 METRES of Fabric! Go figure. John Lewis - nothing but thieves! stay clear and take your money elsewhere. All they have to say in my case which is "we do not need to honour anything". Not a company to do business with.”

Helpful Report

Posted 5 years ago

“Quite possibly one of the worst Retailer you can ever partner with as a customer. Paula Nickolds (MD) and the Leadership team please step down or do something about the way in which your customers are treated. John Lewis is no longer the "Trusted Brand" it once was. Several errors made on part of the incompetent team when providing a made to measure curtain quote. JL back tracked on the quotes given, after promising to honour the quotes because of mistakes they continued to make when issuing revised quotes. They charge an extortionate amount based off what calculations and measurements, only they know as they are not prepared to share this info. For a bay window in a terraced house measuring 90inches wide, and a single window measuring 45inches wide, they apparently use 25 METRES of Fabric! Go figure. John Lewis - nothing but thieves! stay clear and take your money elsewhere. All they have to say in my case which is "we do not need to honour anything". Not a company to do business with.”

Helpful Report

Posted 5 years ago

“Totally inflexible and inappropriate booking method for a repair under warranty. When I first phoned, I explained that I live with a disability and depend heavily on internet for everything. I had the purchase ref. number and paperwork for the HP laptop that had stopped working. But I couldn't see the serial number on the computer. That was Mon. The Customer Service guy on the phone assured me that the laptop would be collected on Wed. and the collector would find the serial number. Wed. -no collection. I phoned again. "Collection not possible without a serial number". This time I did find a number on the charger lead. The CS lady said that it had been accepted and I should expect the repair guys to collect next day. Thurs. Thurs - I phoned twice. First time through (after a long wait) "Collection not possible without a serial number". This time CS person #3 said that they'd put in a placeholder serial number and I should phone back in 1 hour to confirm a collection date. One hour + 40 minutes holding later, I phoned back.. but the person who could book the collection was gone for the day..(4.40pm). Someone from JL would phone me next day .. Yeah. Friday,late afternoon I phoned again. No call from them, of course "Collection not possible without a serial number". Luckily for me, one of my care team came with a loan laptop for me earlier on Fri. and did manage to read the worn out serial number on my own machine ( I hadn't thought of asking earlier in the week). Be warned, if you have poor eyesight or any difficulties then John Lewis systems are designed to cut you off from accessing their repair channels. 2 of the CS team that I spoke to refused to think beyond their script and wouldn't accept a complaint from me to request changes to their processing. The others were ineffective and their efforts apparently reversed by the computer algorithm. JL Customer Service = "Computer says No"”

Helpful Report

Posted 5 years ago

“They sold me a Bertazzoni oven for 3.5K and refuse to take responsibility for it. It arrived with a bent drawer and a wonky temperature gauge, the oven is actually at 210 when set at 150, the grill pan is buckled, the oven spews steam and has burnt my new kitchen drawers, the feet don't work and it wobbles, the delivery men were useless, the engineers wrote it off last week and JL say the guarantee is not with them and cant do anything about it!! They are frequently undersold so why they still use that slogan I dont know. I am protesting with my feet and never going there again. I wish I had read reviews of them before buying such an expensive item.”

Helpful Report

Posted 5 years ago

“They are just incredibly inflexible and it takes them weeks to reply. I’m not exaggerating in the slightest when I say WEEKS to reply one email which I wrote in respond to their email. And then by the time they reply , They have no idea what the issue is and it has to be rehashed again which then it takes another few weeks!! I’ve been on hold for MONTHS. All just to arrange delivery. Because of their inefficiencies, I could even get the sale price that I was promised because it was past the deadline but it’s was entirely their fault for not replying after weeks so what am I supposed to do???”

Helpful Report

Posted 5 years ago

“"Customer service so good to the point that I'm now thinking of doing most of my Christmas shopping there." We bought a table online on 11/11 that was subsequently discounted £120 in the Black Friday sale. Having been told that they "price-matched" themselves, I submitted a claim with the original order number etc, half-expecting this to be fruitless as most companies find a way to wriggle out of these things. I received confirmation of a £120 refund from John Lewis within 20 minutes of doing this.”

Helpful Report

Posted 5 years ago

“Purchased two pairs of dr Martin boots from John Lewes online, returned for a refund. They have only refunded one pair if boots, even though both returned!!!! Not sure where to go from here as sent via collect plus who do not weigh items !!!”

Helpful Report

Posted 5 years ago

“Purchased a Toshiba Smart TV in March 2019. Started to experience a problem about six weeks ago with a black flashing box which dominates the centre third of the screen. John Lewis sent a courier a week later to collect it for repair. The first time they spent twenty minutes diagnosing the problem and couldn't find it. It was repacked and returned to me. I duly mounted it back on the wall and switched on. Everything was OK for 4 hours and the flashing black box returned. I duly contacted them and got someone after an hour. Again the courier picked it up a week later and away it went for repair. Received it yesterday and mounted it back on the wall and after eight hours the black flashing box returned. I then emailed John Lewis. Who now don't want to know. As far as they're concerned the TV has nothing wrong with it. They reckon it must be where I live. I have three other TV's which are perfectly fine. So how they arrived at that conclusion god only knows. I have sent them screenshots and a video file to their repair company. I can't do any more. The whole thing has been an absolute fiasco. Very sad to see this in such a great company which has been renowned for fair treatment of customers. I personally, will never shop at John Lewis again. They have lost everything that was special about them. Their five year warranty is worthless. As a company they're all front and no substance. Shop elsewhere!”

Helpful Report

Posted 5 years ago

“The Restaurant, The Mall, Cribbs Causeway My friends and I came to the restaurant for lunch to celebrate our friends birthday only to find that the menu hadn’t changed from previous weeks. The sausage and chips were cold. The beef steak pie had a large lump of fat in it and the peas were very dry. The meal was luke warm. My quiche had tomatoes and veg in it when the menu board stated the quiche was beetroot and goats cheese The accompanying vegetables were black and burned and most unappealing in appearance. The nice lady manager took my quiche back and I had a salad and chips which was fine. This is the second time our meal has had to be returned which unfortunately we had to complain about, very disappointing. Sadly in the restaurant we feel that standards have dropped. Such a shame as we used to enjoy dining at John Lewis...”

Helpful Report

Posted 5 years ago

“In March 2017, Under the John Lewis brand name we purchased a Polish Made Barbican sofa described as Buckskin In fact it was a composite of half- linen, half one buckskin. In January 2018 a seat developed a mark On inspection a John Lewis technician what he said could have a Manufacturing fault. This year 2019 the arm rest developed the same mark/fault This time John Lewis appointed Euromaster their agent called and it was obvious he was either looking for work for his Company and placating John Lewis the upshot is that we are stuck with an expensive £1500 sofa badly described by the seller even down to the back cushion not being memory foam. This trader who walks away from a bad quality item it sold. John Lewis appears to be a very poor retailer We could have purchased 2/3 sofas at this cost from bona fide High Street Furniture Stores”

Helpful Report

Posted 5 years ago

“I went for dinner at their Oxford Street store food hall and was more than pleasantly surprised by the meal. Often you can buy a dinner and most of the meal has a more than healthy dose of carbs or meat. The dinner had more than ample amounts of salad and it was so much food. This topped off by lively Customer Service Assistant Lorraine. They say food can be good if it is served by nice people and this certainly was the case. Lorraine was prompt and helpful and very courteous. I would definitely go back.”

Helpful Report

Posted 5 years ago

“We visited John Lewis Liverpool today to purchase a dishwasher. We were dismayed to find that there was only one member of staff on the shop floor who was taking a telephone order which took about ten to fifteen minutes. There was another customer also waiting ahead of us and, in fairness, the assistant did try to summon help from her manager. Eventually another member of staff arrived and was able to help with our query, though unltimately we decided to try other retailers based on price, additional charges and a long delivery time. It is sad that a once great store which prided itself on high levels of customer services and competitive pricing has now cut costs by slashing staff and a poor and very limited range of goods, has anyone in the ivory tower of headquarters actually considered that the current strategy could well be contributing to their disastrous sales and plummeting profits.”

Helpful Report

Posted 5 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