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

“The silence is deafening. No chance of getting the phone answered and the text service has made a promise I never expected to be fulfilled. Now text has asked me for my details which I have given them twice already and is on the text thread they are communicating with.”

Helpful Report

Posted 5 years ago

“Horrendous experience. What’s happened to our beloved John Lewis retailer? And where is Customer Service? I have now spend over one hour waiting to speak to a c/s representative, yet no one’s answered despite trying three times.. I went online to other review websites and saw that so many people are having the same experience. I found a couple of pathetic replies from JL saying that due to the unusually busy time of the year, it is understandable that they cannot reply as quickly as usual. So why are other retailers managing to cope and are answering the phone? I ordered a mattress and bed frame online, both showing “currently in stock online” (they still do!) an paid extra for a named day delivery. Yesterday only the frame arrived. No sign of the mattress. The delivery man called c/s (they do have a special phone number!) who said that I had purchased the mattress from one of their supplier and that the lead time was 10 weeks! Nowhere did it say that it was another supplier. As of this evening, the website is still showing “currently in stock online”. The most irritating part of it is the impossibility to talk to a customer service person. Someone from Watchdog needs to investigate this company. What happened to them. Who inside JL has made such dramatic changes that they went from HERO TO ZERO?”

Helpful Report

Posted 5 years ago

“SHOCKING SERVICE, DELIVERY, CONSTRUCTION AND AFTER SALES SERVICE. JOHN LEWIS IS ONLY INTERESTED IN YOUR £££££££££££ THEIR PLATITUDES ARE SAD AND IGNORANT. NEVER THEIR FAULT. DAMAGED GOODS, THEY DAMAGED MY WALLS. SPOILT CARPETS, DISGUSTED. NEVER AGAIN.”

Helpful Report

Posted 5 years ago

“Shocking delivery and erection of wardrobe. Room damaged. Wardrobe damaged. Could not care less attitude. Months down the line still waiting for John Lewis to rectify things. They blame everyone but themselves, no wonder their bosses has gone from 18% to 3%. Bits of broken wood stuffed under the wardrobe to make it level, looks cheap and disgusting. Never use this lot again.”

Helpful Report

Posted 5 years ago

“Appalling customer service they delivered my parcel to someone other than me after me informing them other parcels were being stolen they and Hermes delivered when I was out after agreeing to redirect mail to my sisters house they sent it god knows where with a signature that isn’t mine and refuse to either replace or refund my parcel and even worst are insinuating I’m being dishonest there customer service is the worse I’ve encountered and as a loyal customer will never shop with them again”

Helpful Report

Posted 5 years ago

“Been a John Lewis shopper all my life, will definitely be closing my account, after the terrible customer service of the last few days. It's an utter shambles no one answers phone, face app is a joke, no one answers e mail, to sum up, its as if they're doing there very best to hide from customers. I'm going to take a visit to my local shop tomorrow, and hopefully will be able to speak to a face. Also their online webs a joke, it's freezing all the time, making placing an order almost impossible.”

Helpful Report

Posted 5 years ago

“Such a shame !I have enjoyed years of shopping in J L.but now a second time the company has missed out a second time on me purchasing a 3 price suite. Getting an assistant first obstacle ,waiting time for suite 12 weeks !!! Colour and materials have a code and increased price range .took us a moment to work out samples and then told material doesn't come in till 1 months time ,then suite 3 more months.so at least £6,00 in takings lost . Found suite in Sofoligy with 6 wks delivery if not before . We have also noticed the price tags in J L have increased there was a time you could bye from lower range to top end but stock is for elite and not so much 2nd class ,ah well will be looking else where as I can't afford JR anymore . P's Son gave us voucher for christmas and we will use it for food as there is nothing to buy in our price range .”

Helpful Report

Posted 5 years ago

“Please, please make sure things are priced ! I just went into your Nottingham branch to buy a Bosch kettle but no price- as indeed no price for several other makes. With no one to ask I joined one of two big queues. Eventually I gave up and went to Argos. This is not the first time I have been put off purchasing your products through no price information. I think you will be loosing other in store customers this way.”

Helpful Report

Posted 5 years ago

“Appalling Appalling Appalling with a capital A!!!! Your customer service is an absolute disgrace and John Lewis you should be ashamed of yourself! Your exec should be sacked and they need to bring someone in to deal with this despicable situation. After waiting 48 mins on hold being told your assistants were doing al they could, absolute joke, however after being told by the store to rung the call centre with a reference number they told me I would have to be directed back to the store and they couldn’t deal with my query I have been waiting a further 38 mins and I believe I have been placed on the customer service call centre again instead of the store! So you just lost a £300 sale and a customer who will never shop with you again you do not deserve customer loyalty you are a joke and have people on your call centre that do not have a clue how to deal with customers or their requests, Disgraceful”

Helpful Report

Posted 5 years ago

“Appalling Appalling Appalling customer service!!!!!! I have been waiting 37 mins on hold was answered but was allegedly diverted to a store been holding a further 26 mins absolutely disgraceful John Lewis you should be ashamed of yourself! Your exec should be sacked you do not care about your customers and don’t deserve any loyalty at all. You have just lost another customer”

Helpful Report

Posted 5 years ago

“Failed to deliver a dishwasher. Called to say they cannot now deliver (during the agreed delivery slot) . Waited for 45 mins for customer service to answer. They cannot contact the despatch centre - process before customer. Guessing i wont use them again and could not recommend them to others.”

Helpful Report

Posted 5 years ago

“ohn Lewis always prided themselves on customer service but my recent experience is shocking. I purchased some goods from them using a gift card I purchased through Perkbox. I returned some of the items instore. I was led to believe they were refunding my credit card. It transpires they refunded my online account. The gift card I used could be used instore, online or in Waitrose. Now I’m out of pocket by £150 as there is nothing I wish to purchase online. I have asked for a gift card that I can use either instore or in Waitrose but they refuse to help. It’s totally appalling.ive currently spent 2 days trying to get someone to help and being passed from one person to the next.”

Helpful Report

Posted 5 years ago

“Confusing website labelling meant I accidentally re-ordered the wrong product bundle, even though my first order was correct. Customer Services are simply not interested in helping out - 'computer says no' attitude. Cannot get through on the phone to talk to anyone after three attempts - have to do it via text message. Very poor - not what was expected from a JL purchase experience at all.”

Helpful Report

Posted 5 years ago

“Dreadful customer service. Utterly shambolic. Waited 19 minutes to be connected to someone who could not tell me why their online price of a concession item differed from the actual store, or whether they would honour the lower price. In Phase Eight shop and their concession in Debenhams, item price was £20.50. Online with JL, it was £34.50. Only JL had my size available. Was given telephone number of their Head Office. Got as far as the switchboard! Was advised to complete the online ‘Never Knowingly Undersold‘ form online. When I pointed out the form required a product code, and the product code on their website did not match the product description, (I had pre checked) so completing that form would not work, was told I would be transferred to the relevant department for further advice - then promptly disconnected! I have emailed them, but do not expect a reply. Never again John Lewis, never again.”

Helpful Report

Posted 5 years ago

“Customer service is abysmal no one answered the phone after holding for 24mins at a cost to myself , sent an email one week ago still waiting on a reply.. John Lewis reading the reviews on this website by frustrated customers you are fast becoming one of the poorest high street customer service. Won’t be bothering to purchase again online due to this”

Helpful Report

Posted 5 years ago

“Worst customer service ever! Cancelled order on delivery day and time slot by text! No follow up and when I contacted by phone and email service was dire! Do not use John Lewis..their customer service for some reason is non-existent!”

Helpful Report

Posted 5 years ago

“Order placed and delivery scheduled to be informed on day of delivery to exact time slot they had cancelled my order! Informed customer services would contact me and no one did! I called them to be told that no stock in warehouse and then later made out my payment didn’t go through on order date 5 days before (this was authorised and pending to them)! Took them over 6 weeks to respond to a complaint! Do not order if you want good customer service!!”

Helpful Report

Posted 5 years ago

“Dreadful experience. 40 minutes waiting on the phone. When I finally got through they said they could not help as I had bought on line as a guest. Advice go on line register properly and then ring back. I pointed out that John Lewis has delivered completely the wrong item, it was Xmas, it was a gift and I was not prepared to register and then wait another 40 minutes to be conected, I expected them to simply send the correct item in time for Xmas, the acknowledged they could see all my order details on the screen but because of data protection could not help. I then e mailed, they aim to get back in 24 hours, 11 days later, after Xmas they responded, they needed a photograph of the item to prove I had indeed got the wrong item, despite the fact I had sent them the order number attached to the wrong item. The item was only worth £7.00. I sent the photograph to prove I was legitimate and told them not to bother any further as Xmas had been and gone. What really annoyed me was the attitude that an error by John Lewis was expected to be sorted out by the customer doing all the work.”

Helpful Report

Posted 5 years ago

“in the sales, just one person in the womans shoe department. no ticketing. one had to stand physically in a queue while this one person, went into the back for a period of time for each person. i.e long , slow queue! unbelievably bad! I asked why, and was told staff shortage! a simple matter for management to resolve and deal with before customers come in to the sale. if they don't have staff to deal with customers, why open at all?”

Helpful Report

Posted 5 years ago

“Disappointed that John Lewis customer service is going down hill. Like other people here I used to happily pay a bit more to shop at JL because i knew if things didn't work out I'd get full support. However still waiting for a refund for returned item and response to my emails after weeks!”

Helpful Report

Posted 5 years ago

John Lewis is rated 2.7 based on 2,432 reviews