John Lewis Reviews

Name: John Lewis
Rating: 2.67

2.7 Rating 2,419 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,419 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

“Can no longer trust this once great company, boss earns £999k JohnLewisRetail while they cancel gift cards and refuse to honor the value, no expiry date on cards find out when you try to use them, be warned.It says; "This gift card will expire 24 months after the last transaction on the card." There is no expiry date on the card so if you have not used it, should still be valid!”

John Lewis 1 star review on 5th January 2023

Helpful Report

Posted 1 year ago

“Over the Christmas period, I went to shop at your store in Cheadle only to find out you now allow dogs into the store. I cannot understand why you would think the majority of people shopping in the store would approve. You are catering to a minority for monetary gain only. Next you will be allowing dogs in the cafe areas. I won’t be shopping there again.”

Helpful Report

Posted 1 year ago

“I bought several items totally £506 in Black Friday sale & one item costing £212 was delayed & then a fortnight later cancelled. I was very unhappy about this & when I complained to John Lewis about this terrible experience they told me I got my £212 refund so I should be Happy & by Law they have done nothing wrong & they just shift the blame to their suppliers rather then accept responsibility. I ultimately escalated my complaint to Director relations & the persons I dealt with were absolutely & utterly useless & it’s amazing they are employed in a Capacity of Customer relations Manager. There staff in this department are very arrogant & condescending and are beyond useless, the standards of John Lewis have absolutely collapsed just overpriced & terrible customer services. They seem to be only interested in profit nothing else & I feel the company could save a fortune by closing the Directors Relations office who are useless & customer unfriendly & if you complain they insult you by their complete negativity & offer no outcome to resolve your complaint. I would give this company a minus & I think it is one of the worst retailers I have ever dealt with & I would highly recommend if you go to other retailers who appreciate your business.”

Helpful Report

Posted 1 year ago

“Refusal to honour product guarantee. Refusal to investigate complaint.”

Helpful Report

Posted 1 year ago

“Dear Grinch, I want to describe how you stole our Christmas. I had a voucher from you, and you promised that we can use it for the next 2 years. However, when I tried to use it for our Christmas tree and decorations, you said that something is wrong with my voucher. When I called your "We do not care about you!" helpline, you said that you cannot do anything about it because it was already used. The only problem is that I never used it. Also, I never shared it with anyone and my google email account is not reporting any malicious activities, so unless you stole Google's security systems, that must be you. During our conversation on the "We do not care about you!" helpline, you also mentioned that you are aware that it is not the first time when you used other customers' vouchers. So, I have a few questions for you. Can I have my voucher back? Why did you use it? And why are you trying to avoid any responsibility for that? If you were already aware that situations like this happened before (calls with you are recorded), why did you not do anything about that? Why voucher security is not tightened like with the other companies, and why do you not care about your customers? How can we trust you with our data, including our credit card details, if our data security and safety mean nothing to you? A voucher might be a great example of a lack of good practices. Why you had access to my voucher after it was issued? Did you have a data leak? If yes, you have to inform us about it. If you would like to take a look into my case, give us our Christmas back and make things right, here is your case number - CASE-21410138. Police are already aware of that, and if you need a case number, please let me know. Just to make things clear - John Lewis is equal to Grinch. After what happened to me, I will avoid this shop and all brands related to John Lewis at any cost. I have absolutely no trust in them and, I hope that you will lose yours too. We must not support companies that support fraud and dishonest employees. Please be advised that I am reserving my right to contact the media about my case if I would not hear from you.”

Helpful Report

Posted 2 years ago

“Long shaggy dog story to do with made to measure curtains and track. Service absolutely abysmal. Customer service shocking. John Lewis used to be a good company , paid a bit more and good service. Not anymore. It seems they are employing the same inefficient muppets the rest of the country are employing. Not happy and please don’t send me a random message back with your platitudes . I’ve been through that loop and will be going into store tomorrow .”

Helpful Report

Posted 2 years ago

“What is going on at John Lewis ? It used to be possibly the top retail brand in the country. Service down and to cap it all the switch to Newday for the Partnership card has been a fiasco and I am cancelling mine ( when I get a statement ) after many years.”

Helpful Report

Posted 2 years ago

“Every thing”

Helpful Report

Posted 2 years ago

“My partner bought a Nokia T20 tablet online for our Granddaughter and after 3 months it would not turn on. Contacted John Lewis and was appaled by their response. They basically told us we had to physically return it to a store to be sent to Nokia (our nearest is 25 miles away and they would not accept at Waitrose] or post it to a store at our own risk and expense or deal with Nokia direct. I would advise the buyer to beware because the John Lewis guarantee is not worth the paper it is written on. We have always purchased from John Lewis due to the precevied additional protection that we believed wrongly to exist but will shop elsewhere now.”

Helpful Report

Posted 2 years ago

“Terrible customer service ,your staff should at least speak clear English I thought I was trying to speak to Mumbai”

Helpful Report

Posted 2 years ago

“I've had an awful shopping experience with John Lewis over a few orders I made quite recently. Customer service don't listen too well and it's long and tedious going over the same thing a vast amount of times to get them to sort out problems. They also harrassed me for payment for an exchange and every time I phoned up to pay it they said I couldn't as there was no outstanding bill. It took ages to sort out and even after they finally sent me an invoice I was still asked for payment after I paid it. It got even worse when I returned items. £60 worth of items were not refunded to me. I have spent so many hours on their phone over the past month or so over the orders, it is beyond ridiculous. To spend ages again today on the phone to tell them about this and keep being cut off and having to ring back was unprofessional. I did get refunded most of it back but still £12 outstanding. They need cameras in their returns department. I have sent a photo of the proof of postage which contains the weight of the contents and box, not that they asked me for it but it proves what I returned. They don't seem bothered, they just want proof of what I've bought when they already know this from my account and that doesn't prove that I returned the goods. I am NEVER shopping with them again. It is far too much trouble, the sheer amount of errors made was outstanding and these missing items and what I was supposed to be refunded was the final nail in the coffin. Appalling service, worst I've ever experienced. I used the phone and email to contact them multiple times. I've been robbed basically.”

Helpful Report

Posted 2 years ago

“Awful customer service..... We spent over £4000 on a new hardwood floor from them... The floor was fitted really badly and we had to really battle with JL and their customer "service" to get anything done. In the end we had to get an independent floor inspector to point out the very many problems, as JL couldn't be bothered to send anyone out to inspect the floor..... We are still waiting for them to refit the floor! We'd never use them again!”

Helpful Report

Posted 2 years ago

“Appalling service from John Lewis. I’ve always been a big supporter of the brand but I ordered a sofa and a recycle service and 8 phone calls later, and having had a slot today which was cancelled as they didn’t have enough room in the van, I now have to sit in from 7am-5pm on one of my weekend days, with no 2 hour slot as it’s an ‘emergency slot’. It’s an emergency of their own making. Will try to avoid getting anything non standard from them in future.”

Helpful Report

Posted 2 years ago

“John Lewis on-line shopping experience was the WORST I've ever encountered. I ordered an expensive item from them on 23/11/22 and booked a delivery slot between 7pm to 10pm next day delivery. They use a useless courier service called STUART..it is rank! They failed to deliver my item in spite of me paying £9.00 for delivery slot. Tried calling JL customer services(based in the Phillipenes) just as useless.Courier just cancelled my delivery as they say the driver couldn't find my place, tracking is useless and so is John Lewis customer service. NOT FIT FOR PURPOSE! Don't buy ANYTHING from this company, Steer clear-that's my advice!”

Helpful Report

Posted 2 years ago

“It’s not a problem with John Lewis itself, it’s the dispatch companies (theirs is based in Northampton ) and delivery companies they use . I am afraid there are clearly some dishonest staff working there, possibly extra staff taken on in the run-up to Christmas , as I have had problems at this time of year twice - just now, in late November 2022 and in December 2020. Both problems involved luxury items intended as gifts, both Chanel perfumes. In 2020 the item wasn’t delivered to my home, I had to chase up the package ( the abysmal Hermes had a huge number of complaints at that time). Eventually the 3 bottles of perfume arrived, obviously had been taken out of protective packaging , transferred to a flimsy plastic bag and posted through the door where they promptly all smashed to pieces. Someone had clearly tampered with the goods. I have just now picked up a package from Waitrose in Richmond which was meant to contain 2 items. The box was secure, properly sealed etc. When I opened the box, one item was missing. Guess what? A large bottle of Chanel EDT. It had not been packed with the other item despite the order and returns form showing it was there. I phoned JLewis complaints department and they were sympathetic, will pursue the complaint, and I am likely to get a refund/ replacement in the next week. This is too much to be a coincidence, though, and John Lewisneeds to thoroughly investigate what is going on in the dispatch centres and delivery firms which represent them. Clearly there some employees, possibly temporary staff, who are , not to put too fine a point on it, stealing certain types of item. The company is being scammed, as is the customer.”

Helpful Report

Posted 2 years ago

“DO NOT PURCHASE FROM JOHN LEWIS ONLINE. Ordered a three piece suite in June 22, and despite numerous Emails advising of it progressing to schedule, eventually after spending hours, days and weeks chasing x5 separate people, established we MAY get it by 10 weeks beyond expected date, without any guarantee!. Compensation offered was derisory and insulting. The old levels of Customer Service that used to exist from JL are a thing of the past. DON'T WASTE YOUR TIME AND GO ELSEWHERE!!”

Helpful Report

Posted 2 years ago

“I bought two mattresses in-store for my children. We are moving into a new flat. I asked 5 times specifically: "will the mattresses be delivered on 18 November otherwise my children have no place to sleep". Answer 5 times: "yes sir yes sir please don't worry sir it will happen on that day". We are now 18 November, and I have been told the mattresses will not be delivered. Company has point blanked refused to show any flexibility to fix this problem which is entirely of their own doing. Company obviously does not think its customers' children deserve some higher level of priority. Never have I seen such a compound of incompetence and disregard. Awful is the only single word for it.”

Helpful Report

Posted 2 years ago

“Have shopped with John Lewis for years and had always found them amazing and extremely reliable when it came to product quality and customer service. If there was ever an issue they would go above and beyond to resolve and make sure that I (as the customer) was happy with the resolution and not inconvenienced. This was what kept me coming back to them. That was until I purchased four of their Anyday suitcases cases and they all broke on first use. The fact they broke was bad enough (especially as had a child in ICU and needed luggage to stay with him - which John Lewis knew!). However, whilst they come with a 10-year guarantee this meant nothing. After weeks of trying to seek resolution for the broken cases, including writing directly to their Chief Exec, I ended up having to raise a claim via the Courts as I did not accept their refusal to provide a refund and the only remedy they offered was to exchange for more expensive suitcases at MY cost. Now being harassed by their legal team for having the audacity to escalate this via the Courts despite trying to seek resolution with John Lewis for weeks. Unfortunately their legal team do not seem to have been briefed on all aspects of the history of this case. I purchased from John Lewis as I thought they sold quality products and if something went wrong (which we all know it can), they prided themselves on Customer Services and would resolve....how mistaken I was. Seems this is the John Lewis of old...and whilst they paint a caring portrayal in their Xmas ad, don't be fooled! Despite knowing I had a sick child, all I got (and am still getting) from them was harassment and grief for trying to get resolution for issues that could easily have been resolved with some basic customer service skills. I guess their £99m loss reported for the first half of this year could be a driving factor for why they are trying to change their ways. However if that is by offering inferior goods and service I am concerned how this will impact customer retention as they are loosing what used to be their USP - quality goods and high levels of customer service. I for one had been a long time customer of the John Lewis partnership - most homes have been filled with furniture and purchases from there, weekly Waitrose shops and I even had a John Lewis gift list for my Wedding. However, I will never purchase from John Lewis or Waitrose ever again based on this experience!”

Helpful Report

Posted 2 years ago

“I buy quite a lot from John Lewis and their service and delivery are prompt and well packaged. Their returns are easy and fuss free with Royal Mail or Waitrose.”

Helpful Report

Posted 2 years ago

“Atrocious customer service despite premium pricing. Ordered curtains and blinds for nearly £3,000. Paid for in March 2022 and finally installed in October 2022. I had to call every few weeks for updates only to be given pathetic excuses but never an exact date. When they did give those dates, they missed them. No apology at any stage. When I asked them to rectify a fault in one of the products, they did so (cost £90). They asked me to pay that and upon complaining, they waived that as a 'goodwill gesture'. Not enough for such terrible service on an expensive purchase. Avoid their Home Furnishing service at all cost. Not worth the overpriced premium we paid. No apology to date on the 6 month delay btw.”

Helpful Report

Posted 2 years ago

John Lewis is rated 2.7 based on 2,419 reviews