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

“Ordered three pairs of shoes 3 weeks ago.. nothing. Rang the info line, waited 30 minutes, no reply. Not sure what to do - this is appalling.”

Helpful Report

Posted 5 years ago

“I ordered a pressure king digital multi cooker on the 11 dec. I paid £10-95 to have it delivered on the 14th dec. I had message from DPD last night to say it’s arriving on the 16th dec. what is the point of offering this service? For it to fail.and what about my £10-95? Extremely frustrating, can’t get through to speak to anybody😱 will think twice about shopping at John Lewis in the future😡”

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Posted 5 years ago

“I ordered online I thought I put pick up waitrose but didnt it was john lewis i couldn't get to john lewis so the item went back, i was only offered £15 not the £30 i paid for, i emailed but got no response, if no response I call citizens advice and my credit card, certainly wont be ever ordering again, I always order but sorry you have lost my custom”

Helpful Report

Posted 5 years ago

“I have been trying to contact John Lewis regarding my order since Monday by phone, email and chat and gave up waiting for customer service team to answer. I have opened a complacent case and no answer from John Lewis.”

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Posted 5 years ago

“The worst customer service I have ever had, without exception. After placing an online order I have now wasted two days off, 4 hours driving time and covered 25 miles only to be told for the third time my order hasn’t been processed properly. Take heed of both the other reviews and this one, avoid this company... Save yourself the stress, hassle and time, purchase elsewhere.”

Helpful Report

Posted 5 years ago

“35 and 22mins waiting for customer service team to answer.....gave up. Want to buy £800 worth of furniture. "We will answer your call as soon as an assistant becomes available....." never.”

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Posted 5 years ago

“Wont price match something from a store - without you travelling back to store. Won't call you back even when they state (currently 20 days and waiting) Won't respond to your product queries Chat service on line doesn't appear to ever have anyone there.. ? Used to be the place to purchase because of their customer service.. but now seems the place to avoid because of their customer service.”

Helpful Report

Posted 5 years ago

“I bought an Iphone X from John Lewis in April 2018. It broke down within a few months . I took it to Apple service. They checked it and immediately replaced it. The iPhone X broke down again after April 2019. This time it was not under the Apple warranty because I had bought it from John Lewis. If I had bought it from Apple , they would have exchanged it again and straightaway . So I took it to John Lewis who are responsible for the second year of the warranty. It took me three separate visits to John Lewis and long waits each time as they made their enquiries. ( Don't know about what ) Finally they agreed to take the phone and send it to their service centre for repair. After two weeks the service centre called me to ask for proof of purchase again. I explained that I had given the proof of purchase when I handed the phone in , I also gave Apple's proof of exchange. The paperwork has not been submitted and they can neither repair nor service my phone !! Conclusion : don't waste time with John Lewis and don't believe their two year warranty cover. Apple gives you two years if you buy from Apple and their service is second to none. Having been a customer of John Lewis for ever , I will never again buy anything that needs a warranty cover from them. What a disappointment !”

Helpful Report

Posted 5 years ago

“I have bought 2 apple watches online. DHL say they can't find them (they did not leave the depot) and you won't help. DHL say that you should resend the items. What should i do? I should have gone to amazon.”

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Posted 5 years ago

“appalling customer service. They do not answer there phones or give you any proper back up service. Two bad experiences with them in one month.”

Helpful Report

Posted 5 years ago

“Rang to order an item. Told it was out of stock but available in my nearest store. They put me through to store who said thats nonsense as it is out of stock and they should know that. Signed me up to receive notification when it was back in stock and received email 2 weeks later saying now back in stock but when i immediately tried to order it was still out of stock. Appalling customer service yet again.”

Helpful Report

Posted 5 years ago

“Exactly the same experience as McNaught below asking for information already given. Wasted hours of my time going backwards and forwards to another property over a faulty dishwasher. They then said it was a few weeks out of warranty so they couldn't help. I complained they could have said this up front and my time would not have been wasted. They then phoned me and were even less helpful they wasted another 15 minutes of my time on the phone. To MD Paula Nickolds.... your company has up until now a faultless reputation with me I recommend you sort out your hopeless customer service I will never buy from John Lewis again !!!”

Helpful Report

Posted 5 years ago

“I was overcharged and had a complaint about the poor quality of a product. Customer services supposed to respond in 24 hours. I had to send three emails in one week. They then responded asking for information I had already given. I sent photos and gave the info again. I have now received the same email, from the same person, asking for the same information yet again, I despair”

Helpful Report

Posted 5 years ago

“I ordered a picture online which arrived within 5 days. I wanted another one by the same artist which they didnt have in stock online but said it had stock of 2 in their glasgow branch. I went to their glasgow branch hoping to pick this up, however they didnt have any in stock only the one on display that they refused to sell me as they were on order and needed to keep this on display for other customers to order. They ordered it for me on the day, however were quite insistent that they had no idea when it would be available and would be in touch. They gave me a customer reference number which is no longer available to view on their site. I have tried twice to contact them waiting over 30 minutes on each occasion and am no further forward. John Lewis used to be a trusted company with high values and do not expect poor service. Will not order anything from them again.”

Helpful Report

Posted 5 years ago

“Worst service from tech support and escalations. Like they mention they don't really care about what the customer is going through. If you are thing of buying electrical from them and paying extra so you have a 5-year peace of mind, then you are mistaken it's just a gimmick and they will leave you with a non-working TV in my case for 4 weeks. You have lost a very loyal customer who contributes quite a lot to your yearly profit, sorry loss this year. Hold on to your customers to make a profit not blame Brexit for your loses!”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Don't buy a fridge freezer from John Lewis or anything that needs delivery! They've recently changed their delivery service and taken it in house. Having waited 2 months for our fridge freezer to be delivered they brought it to our house and then refused to carry it with a 3 man crew up 6 steps to our front door. Apparently they 'don't do steps' anymore! Numerous conflicting tel calls and texts from customer service with promised delivery today they just came and did a risk assessment. Apparently they don't have 'the right' equipment.It's a absolute shambles there and no one knows what they're doing. What a shame John Lewis used to be so trustworthy. Try AO I hear they are very good and delivery is as promised.”

Helpful Report

Posted 5 years ago

“Appalling customer service. Their Technical Support is dreadful and almost impossible to talk to. I had to communicate with 13 different people on WhatsApp and still didn't get anywhere. I would never recommend buying any electronic equipment from JL televisions or computers.”

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Posted 5 years ago

“I am STILL waiting for my call to be answered after 40 minutes and am tired of listening to that idiotic message about how everyone is working hard to get to me. Rubbish they are probably chatting to one another hoping that potential customers will end the call and go elsewhere.”

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Posted 5 years ago

“i recently purchased a kitchen from Visions of Earth kitchens in congleton I went to john Lewis in Cheadle and the cs was terrible, that put me of right there, did some research and found this place and they were alot cheaper. great to deal with and got exactly the same kitchen (bridgewater) as john lewis’s kitchen but i saved 1800.00 whos complaining now!!!”!”

Helpful Report

Posted 5 years ago

John Lewis is rated 2.7 based on 2,432 reviews