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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Placed order never received, then told lies when calling , Never use John Lewis waist of time”

Helpful Report

Posted 4 years ago

“It pains me to leave this review as I have been a customer of John Lewis for as long as I can remember. I bought all my Apple devices from them as they offer a 2-year warranty. The warranty is, in fact, worthless as they will try every trick in the book to negate responsibility. In my case, my 18-month-old Apple watch developed a fault with the crown whereby it was constantly scrolling by itself. JL accepted the return and after a month of delay and dither, they informed me that I would have to pay £314 because the watch face had a (completely unrelated) cosmetic scratch! This is a wearable product, it's going to be subject to wear and tear. Honestly, this is like taking a car back to the dealer with a broken gearbox and the dealer refusing to honour the warranty because it has a stone chip in the paintwork! I will now take this to the small claims court and I would urge others to do the same, don't be intimidated and don't give up. This is covered by the Sale of Goods Act and in this case the product warranty (failure to honour this is a breach of contract). The Department of Trade & Industry says the rules are clear and as long as you have evidence of a fault the judge will be sympathetic. How and why JL has let it come to this is beyond me, they have sullied their good name and lost a loyal customer for life.”

Helpful Report

Posted 4 years ago

“I find them Shops with stuck up Staff ie Yesterday went John Lewis MK over the Years spent quite a bit of Money there my friend same thing She born here but Family roots Jamaica anyway She like me that Shop MK Profiles People i not wear posh clothes tracke Bottoms and track top She has been a Manager for anouther retailer for years makes me angry and the staff attitude i not only one they look down on none posh Custermers i went there yesterday regarding exsended Garentee on Fridge Freezer they were supposed to right me or email 6 Weeks before Gareentee run out no go WGCity John Lawis Better service told me there right me never did they said it becouse change providers for Exsended Garentee there Write never did that store Staff do not Judge MK one do Judge ok Yesterday Sorry no Exsended Garentee your 2 Year Gareentee run out 4 Weeks ago i pointed out should have contacted me any at that point lost temper swear at staff ask for Manager I done nothing wrong anyway this is What I get from MK John Lewis After spending £5000 over the years Two big Security Guys threton me touch me throw me from Shop i said you not Police not aloud to do that the thugs then follow me from Shop Ban me all becouse for the First time I reised my voice for the Staff stuck up attitude and these Clown's threatened to call Police I done nothing Wroug apart from speak my Mind”

Helpful Report

Posted 4 years ago

“Delivery service damage property of pensioner whilst delivering fridge freezer. John lewis has rejected the complaint and told 79year old widowed pensioner to seek legal advise if she wishes to pursue further ! Disgraceful !”

Helpful Report

Posted 4 years ago

“Calls to customer service take 30-50 minutes on hold. Bought a Miele washing machine that broke down after 36 days. Miele has a 5-week wait for a technician to come around to repair. Phoned John Lewis to see how they could assist. Was told there was nothing they can do. If I had purchased online, there are companies that give a 100day refund guarantee. (the online company has 2 letters and both are vowels.)”

Helpful Report

Posted 4 years ago

“Having bought from John Lewis over many years and only really shopped there due to the reputation about customer services I'm not sure I will be shopping there again. We bought a fridge before lockdown but it had a faulty door that wouldn't stay shut, was wonky and so the temp wouldn't stay cold. We wished to return the fridge and get a replacement or refund...both within our rights to return/reject a product within 14 days under consumer rights law. However we were told consistently by JL we had to deal direct with the manufacturer as it wasn't JL's responsibility as they didn't hold the stock. Despite arguing we had a contract with them JL as they had received our money we still had to go to the manufacturer and arrange for an engineer to visit. To be honest we should have bought direct from manufacturer as John Lewis appear simply to be a middle seller with no responsibility. I won't be buying from them again as they have proved themselves to be no different from any other high street retailer...just a bit more expensive!”

Helpful Report

Posted 4 years ago

“I bought a desktop computer that has not properly worked since I purchased it. The computer was repaired and had just the software reinstalled soon after I first set it up. Several months later after experiencing the same issues and more recently worse problems John Lewis arranged to collect the computer. I waited in and nobody came to collect. I was told that the collection; “I can see it’s fallen off.” Which means I waited in unnecessarily. I am still waiting for an explanation. John Lewis is not what it used to be. I wished that I had purchased the computer direct or with Amazon UK.”

Helpful Report

Posted 4 years ago

“I am very disappointed with John Lewis and their Customer service. I bought a sofa 7 years ago and got told it had a 10 year guarantee. It also states this on their website if bought before the 1st of November 2018. It was a leather sofa not cheap and in our best room so only used on special occasions (Christmas and a few times in the winter) the frame seems to have collapsed the sofa is dipping to one side the zip has broken on the cushion and to end it all off the leather is flaking. In the last few years we have spent over £15,000 with John Lewis. After ringing a number of times and finally getting through after 45 minutes customer service were not helpful at all and stated if it had a 10 year guarantee it would have been on your receipt there is nothing we can do oh yes our wording on our website is not very good. Goodbye. If I could I would not have given any stars very very disappointed with John Lewis to say the least.”

Helpful Report

Posted 4 years ago

“Last Saturday my partner and I visited the John Lewis store in High Wycombe, to choose some pencil pleated curtains to match our new settees. We had brought with us a cushion to aid our selection & began our search in the ready made section but with no success wandered into the "custom made" area. We asked the assistant standing close to us for some advice but she offered very little help & appeared to be reluctant to leave her podium. Frustrated that we could not find anything we liked, I decided to approach a gentleman sitting behind a desk in the carpet department. I explained that we were having difficulty finding curtains that suited our furniture & asked if he was good with colours . Initially he looked unsure but rose to his feet and took us on an extensive trip, considering every possible contender in stock. To help further, he choose a carpet sample which contrasted perfectly with our cushion. Just when we thought we would not find anything, he suggested we return to the ready made section where to our amazement & delight he picked a pair of curtains we had not even considered by ourselves, that was perfect. Sadly there was only one pair of these curtains left on the shelf and we needed two pairs. Straight away he searched through the stock level record and declared there were another two sets in the stock room. Off he went and returned with the second pair.The finished sitting room is now stylish and beautiful. We can not thank him enough for all the time he spared us from his own department and for his expertise. I do hope this review is passed on to him and he gets some praise from the bosses.”

Helpful Report

Posted 4 years ago

“Nightmare to contact anyone just not interested”

Helpful Report

Posted 4 years ago

“First, my account was hacked. Following this, a series of accounts with the same login details were hacked. Every owner of the other accounts resolved the problem within a matter of days. John Lewis took three months of constant calls, promised call backs that didn't materialise etc and even then could only offer to delete my account and all history rather than fix the problem. They don't seem to take data privacy at all seriously. Second, I had a garden sofa that snapped in two after minimal use (and I am only 8.5 stone). John Lewis referred me to their experts, Ecomaster, who attended my property and told me that the sofa was terribly made and should never have been sold (this is obvious from looking at it - the front load bearing edge is made from 7 irregular sized pieces of wood linked together in six irregularly spaced zigzag joins, and would obviously have broken). They wrote a report (attached) stating that this was a manufacturing fault. Despite this, John Lewis have offered me a derisory £75 of the £600 or so the furniture cost me, most of which will be spent on having someone come to take the furniture away. I shopped with John Lewis as I expected decent quality and feel I have paid a premium for junk. I would never shop with them again - if I wanted cheap, poor quality I could have purchased elsewhere. So it seems that it's no longer a reassurance on quality to stop at this store, and they couldn't care less if their products are faulty, even when there own appointed expert is telling them so.”

Helpful Report

Posted 4 years ago

“took my laptop into JL milton keynes, still under gurantee on july 20th told it would be up to 28 days, Rang to see what was happening as they said thewould let us knowwhat was wrong. Then told it needed a battery but it hadn't arrived yet and they couldn't tell us when to expect it plus!! thet meany 28 working days. Not happy that the agent couldn't help and asked to speak to someone senior, came on went through it al and when I said it was not acceptable they put the phone down. To cut a long story short, went all through today from8.30 intil 10.31 and still no joy. Will never deal with them again. We have been loyal customer for 40 years but will stick to amazon and costco from now on, a problem is always resolved. No wonder the high street is dying..”

Helpful Report

Posted 4 years ago

“I bought some chairs I was given a delivery date and now they have changed it because they have some stupid policy about chairs having to be kept for 72 hours before they can be delivered. Given that I bought them on Saturday and they weren’t being delivered till Thursday that is 72 hours plus. I then telephoned and waited 22 minutes for the phone to be answered I was then put on hold for a further 31 minutes and then somebody left a message on my phone, and when I recall them back they said that I had hung up which was completely on true. I was assertive in my complaint but not rude and this produced the usual tactic of saying that he appreciated I was unhappy but I should not take it out on him. My response to that is to say if you provided good service nobody would take anything out on you and this is a new tactic in Europe create the member of staff has been incompetent into some kind of victim. Some John Lewis stores have closed and some staff I’m not getting bonuses and frankly they deserve all they get”

Helpful Report

Posted 4 years ago

“I have a TV well within guarantee and faulty. I have spent a total of about 5 hours on the phone trying to actually talk to someone. I have even tried to find a phone number of CEO and customer care Manager. You always end up in the same loop with nobody replying. Waited 30 mins once and about 20 mins many times. HAVE BEEN A CUSTOMER FOR 50 YEARS BUT MY ADVICE TO ANYONE THINKING OF BUYING AN ELECTRICAL PRODUCT IS DONT. THEIR SERVICE WHICH WAS EXCELLENT IS NOW DIABOLICAL”

Helpful Report

Posted 4 years ago

“Waited 12 weeks for the wrong colour Having waited 12 weeks for a small chair to be delivered, today they delivered the wrong colour. To add insult to injury it’s the colour I could have had in 5 days. I’ve now been waiting on the phone for 30 minutes to speak to them with no reply. If John Lewis want to end up where Laura Ashley are now - just keep doing what you’re doing and you’ll get there. Then we’ll have no department stores to choose from due to the mismanagement of all of them. If John Lewis would like to pick the chair up - please call me! I intend to dispute this charge with my credit card company now to get your attention. And delivering the wrong colour has nothing to do with Covid so stop hiding your poor performance behind this. 28 jul update: I finally called JL myself after a week of waiting for nothingness. Nobody had chased the supplier, nobody had even noticed my case was just sitting there. I told JL to come and get the chair and to stop wasting my time. JL can write as many platitudes on Trustpilot response to give the impression they care and are doing something - but clearly they dont and are not. Nobody is fooled JL - you typed a meaningless response into Trustpilot and put it in the ‘done’ box. Very poor show all round even it’s an escalation. I will not order any more furniture - 13 weeks for nothing and now I have to store it for two weeks ( in the middle of a house refurb) until they can be bothered to get out here. 31st update: having waited a week JL scheduled a pick up of the chair, didn’t stick to the time (they’ve done this twice now) , made me wait until 8pm on a Friday evening and then left me a message saying they were in a vehicle that was too big even though they’d told me earlier they were in a 7.5tonne Luton. Dishonesty, incompetence, poor customer service and negligence. What else can I say?”

Helpful Report

Posted 4 years ago

“After my recent experience with the refunds and returns team, I have resolved never to buy again from John Lewis. They have tarnished their reputation by their difficult refund processes and distinctly prolonged response times. Maybe if they got things right in the first place, customers would not have to establish contact with them to understand how staff lack the initiative to deal with queries In my view they are time wasters. Why make life easy for your customers when you can make it difficult?”

Helpful Report

Posted 4 years ago

“Absolutely brilliant Customer Service. Had a problem with a recent order which was due to a manufacturing problem, not John Lewis, but as I bought the item from them it needed to be returned to them. Dealt with Mr D Parkhouse and, on his team, Charlie & Ellie who were all excellent. Very helpful, professional, friendly and efficient. I feel confident when buying from John Lewis that I am getting quality goods and if there is a problem they will rectify the situation. Thank you to all the staff who are doing such a great job even at these difficult times.”

Helpful Report

Posted 4 years ago

“One of the worse companies I have ever dealt with. I had ordered a washer dryer online from their website, they delivered the wrong model. Since then I have been in the phone for days and they constantly making excuses, delaying and telling me to call back again and again. Customer service are all liars, every time you ring they make a different excuse then the last one. This company should be avoided like the plague.”

Helpful Report

Posted 4 years ago

“Exceeding disappoint with John Lewis’ handling of the covid crises. My gift voucher expired during lockdown and I was unable to spent it online as I was in lockdown in my parent’s house rather than my flat where the voucher was. I assumed as their shops had been shut there would be no issue in having the voucher extended for the length of time I was unable to go into a John Lewis store and use it, but instead the customer service team claimed it was my fault for not predicting the national shut down thereby knowing to spend the voucher earlier.”

Helpful Report

Posted 4 years ago

“John Lewis the company that give a 5 year guarantee on televisions! Sounds almost too good to be true. That’s because it is! It takes them longer than that to fix it when it’s broken. It’s been 3 weeks of me constantly chasing the repair to get anywhere. They finally approved the repair quote and to find out the part is no longer available. So I’m back to the bottom of the list to be offered a new television! Thank goodness we aren’t stuck at home during a global pandemic.. oh wait I buy from JL for the great In-store customer service. You can’t fault the sales advisors they were brilliant. But after that it all goes wrong! I’ve tried to get help from the WhatsApp chat and Facebook messenger. But I’m told only a manager can deal with me tv offer now and No I cant speak to one! Pretty digesting service really. Will I ever see my tv again?!”

Helpful Report

Posted 4 years ago

John Lewis is rated 2.7 based on 2,432 reviews