Name: John Lewis
Rating: 2.67

“Faulty Dell laptop within warranty, returned from repair 7 weeks later, unrepaired with further damage I bought a Dell laptop from JLP in oxford st which from the off began slowing down, overheating, track pad stopped working… It comes with a 2 year guarantee so 11 months after purchase I handed it in for repair at the store. At this point I was told it would take up to 28 days for the repair to be completed and returned so I reluctantly accepted this. The sequence needs to be time lined to grasp the extent of delay and confusion: 3 weeks pass, I ask for an update the call takes about an hour. No information given, promised someone would email soon. 2 days later; no response. I call again and had the same reply which took about an hour. Next day; I call again, this time I am told to call back in the morning . Next morning; I call and wait about 40 mins, I am told that Dell found water damage and asked if that was something I had done. Having never spilled water on it I say it isn’t. They explain that JLP would look into the issue and let me know what will happen next. 2 days later; no response, I call again, after 1 hour on hold I am told JLP are waiting on a quote to fix the laptop. 2 days later; no response, now 28 days since laptop hand in. I visit the store and am told that I cannot speak to a manger because the laptop is with tech support and the team are not allowed to sit with customers for hours chasing their repairs, this is something the customer is expected to do. I am also told that the repair time is actually up to 28 working days and the repair is still within the allowed time frame. I leave frustrated and immediately send an email asking for an update. 5 days later; no response; I send another email. 2 days later; I received a voice message from tech support asking to call back. At this point I have spent over 4 hours in total calling JLP and so, instead I opted for a whatsapp conversation. 2 days go by; the message conversation response time varies from 20 mins to 10 hours. Eventually told the same story so now I am 1.5 days away from 28 working days, therefore even if I receive a quote there is no way the laptop is being returned in time as they’d promised. I explained this to the assistant who tells me that 28 working days is only a guideline now and they can keep it as long as they like, thus revealing another lie told by JLP. 2 days later (29 working days since hand in); no quote, I once again call up and the assistant tells me the reason for the delay is that parts are being ordered and the repair is being done that week. He also said this likely meant it isn’t water damage as they wouldn’t order parts and begin a repair without my acceptance of a quote, which they said they had never received. They promised it would be returned fixed in 6 working days. With no other choice but to wait I gave them the extra week. A week later; in the evening I am text that the laptop is back in the store. Next day; I go to the store, I am given the laptop and told all repairs are done. However, the repair notes say the repair is not done. I then find an additional large crack down the back of the laptop. I then spend 3 hours in store attempting to find out what had happened regarding the “repair” and the new damage. At the end I still have no concrete facts except that Dell had emailed a quote to JLP of £260 3 weeks prior which JLP neglected to tell me. So why was there a delay? Had they done the repair? Why had they ordered parts without my approval suggesting it was a fault within warranty? Why did they say there was water damage? Why did they send it back? Why was it cracked? All this after 7 weeks and countless hours spent calling, emailing and messaging JLP while I pay to rent a laptop; the manager's response is to offer me £100 towards the repair as a “goodwill gesture” or I pay to take it to an independent repair shop for a second opinion and if it isn't water damage he may be able to do more. During that 3 hours I am told the offer is on the table just this once and if I walk away it won't be there again and that he needed to go do other things. This is a manager of John Lewis who is meant to epitomize customer service, offering me a 'deal' and that he was in a rush to be elsewhere. I obviously did not accept his offer and left with the same faulty laptop that now has additional damage. I am left shocked and disgusted at the way I have been treated, this review only reveals the broader issues. I haven’t mentioned any of the rudeness and unprofessional behaviour I have been subject to by JLP. My advice is to AVOID AT ALL COSTS and seek independent technical support.”

Helpful Report

Posted 4 years ago

“Usually customers only leave feedback when they have had a bad experience however I feel it is important to also recognise the times when staff do an amazing job. I do not usually shop in John Lewis as I find it quite expensive but I visited the Cheltenham branch a couple of weeks ago to purchase a watch for my sons 18th birthday. The staff couldn’t have been more helpful in helping me look. I went away to think about it and ordered 2 online. The items were delivered on time with courier updates. Today I returned the one he didn’t want to store and again all of the staff I came across were friendly and helpful. They also adjusted the watch to fit for my sons wrist. A great service and I will certainly shop again over Xmas. Well done John Lewis Cheltenham.”

Helpful Report

Posted 4 years ago

“What is happening at John Lewis? Have recently ordered two items that were listed as being in stock. Payment was taken at the time of ordering but when the items did not arrive it took a phone call to John Lewis to confirm the items were actually out of stock. Why is the John Lewis website out of date? Why is John Lewis not keeping customers informed? Why is John Lewis taking payment for items that are out of stock? My wife and I have been very loyal customers of John Lewis for many many many years. Not for much longer ........”

Helpful Report

Posted 4 years ago

“Wanted to buy iPhone and pad, very good customer care but pad not in stock and have to wait 3 days which will mean another trip to the shops.”

Helpful Report

Posted 4 years ago

“Purchased a Radley handbag online for £26 in the sale. Four days later instead of the handbag a hideous purse arrived. Called customer services who said sorry blah blah. The handbag was now on for £239. Sorry can't give it to you someone has put the wrong details on. No my problem Referred to Head of Customer Service. Two weeks later receive an email same sorry but we are unable to give you the item as WE made a mistake. Again not my problem. They are now refusing to send me the bag. I will be taking this to Trading Standards as John lewis it seems has no standards. I am in shock I really thought it was a reputable company. They accepted in an email it was their mistake and have the cheek of offering me £30 e voucher to buy another bag I will keep you updated”

Helpful Report

Posted 4 years ago

“My days of purchasing anything electrical, electronic or technical from John Lewis are at an end. The so-called guarantee, whether it be one year or two, is meaningless. Every time, except once, when I have returned a faulty product to store I am told I need to contact the manufacturer. This is not even legally correct. Today was a steam cleaner, bought 5 months ago, which has never worked and has been tried out 3 times. Apparently, «what we tend to do » is tell the customer to contact the manufacturer direct. This has happened previously with an Apple watch and a DVD player. Today, we had to wait to speak to someone from Technical Support (Technical Fob Off) for a considerable time, although there was no shortage of staff on the payment desk taking money off people. The man who dealt with us did phone the manufacturer on our behalf and we will be sent a replacement part for this practically brand new machine, but then we need to deal with Vax ourselves. An appalling and short sighted way for a retailer struggling in the present climate to be treating loyal customers. I would recommend anyone to buy such items from Curry ‘s, for example -a recommendation I can hardly believe I’m making!”

Helpful Report

Posted 4 years ago

“Ordered a wardrobe on 17 August after having several orders for wardrobes from other companies cancelled or messed up. Chose to purchase a wardrobe from John Lewis as we understood you to be a reputable brand with business ethos build on customer satisfaction and delivering high quality goods on time and professionally. We were sadly mistaken. After a short while we received a call saying that two thirds of our wardrobe could be delivered but the remaining third had been damaged and we would have to wait a number of weeks for it to arrive. We asked that the two thirds of parts not be delivered as there would be little reason for us to store/or attempt to build an incomplete wardrobe. Received a call a few weeks later to rearrange delivery, and were told that the entire wardrobe would arrive in one shipment the following weekend. When the weekend came and we took delivery I noted that parcels of the wardrobe were spread out across the delivery van instead of being tied together, so asked for a guarantee from the delivery team that all the parts belonged to the same wardrobe. The delivery team were unable to confirm this and when I asked them to confirm with the head office, they were unable to guarantee that all the parts belonged to the same wardrobe. I found this perplexing as we had rearranged shipment twice to avoid such an issue occurring and had been assured by a member of your customer services team that all the parts would come together. We refused delivery and were told that a member of the customer services team would once again call us to rearrange delivery. We rearranged delivery for the following weekend and had a text confirmation for delivery the evening before, but when the morning came we received a cancellation text saying it was not possible to deliver the wardrobe and the same would need to be rearranged. A few days went by and we received no such call, and when someone did finally call we spent over ten minutes on the phone explaining that we had not taken delivery of anything (your customer services believed we had one Carcass, but we did not) and that we still required the entire shipment of wardrobe parts. Immediately called customer services again and after a ten minute explanation of the previous events over the phone, the representative told us they were going to cancel the order so we could place it again, in order to avoid any further confusion of what had happened. We explained that we were quite frankly appalled by this and the fact that after we placed another order we would have to wait a number of weeks for delivery once again. Extremely unsatisfied by the service provided.”

Helpful Report

Posted 4 years ago

“John Lewis dont even deserve 1 star I am deaf and rely on lip reading and it is very hard at the moment due to all the restrictions but whenever I go shopping if I have not heard what the assistant has said I politely ask them to pull their mask down and explain why and they do so to talk to me as I am wearing a mask protecting them. Today I approached a member of your staff and she flately refused to help me saying she wont let me see her lips just raising her hands muttering behind her masks my son who was with me came over because he could hear her shouting for another assistant. The other assistant that came over I told her that I was deaf and reliedon lip reading but she used hand gestures to point me in the directionof what I was looking for. I was deeply upset as I do shop with yourselves and as it was my first outing since march it was not a pleasant experience. As we found the items that I wanted my son asked whether I could buy them elsewhere as he thought the service was bad too so I am afraid we went to selfridges to purchase the 5 Jo Malone candles. May I just say that your staff need to be aware of hidden disabilities as I was wearing my badge too”

Helpful Report

Posted 4 years ago

“Have an ipad with the John Lewis two year guarantee. It was faulty within the guarantee. They picked it up and six weeks yes six weeks later I am still chasing for a replacement. I registered a complaint via their website and they say it takes up to 14 days to respond!!! I only bought it through John Lewis because of the two year guarantee. Next time I will buy direct from Apple and pay for their guarantee - the John Lewis guarantee is rubbish and their customer service is appalling.”

Helpful Report

Posted 4 years ago

“In 2017, we purchased a Sony Oled tv at a cost of £3000 as consequence of another debacle with John Lewis and its staff at the Leicester store. Recently, our television developed a problem resulting in a ghost like bar at the bottom of the screen. As the set is covered by your 5year warranty, I called JL on 07/10/2019 and spoke with someone called Jonathan. He talked me through some processes including a complete factory reset of the the tv. Subsequently the problem did not correct itself and Jonathan suggested that it would be better for an JL’s engineer to examine the set. The engineer arrived on 10/10/2019 and took some quick photos of the tv screen and said that they would submit a report to JL and someone should call me. I tried to explain to the engineer that the panel refresh feature on this set doesn’t appear to work and could have caused the problem. I also informed him that when the panel refresh is engaged, there should be a horizontal or a vertical white line visible to confirm that the panel refresh is being carried out as stated in Sony’s operating manual. The engineer seemed disinterested and left my house in a hurry. On 14/10/2019, I received a call from someone called Andy at JL’s product support centre. Without any empathy, he proceeded to inform me that this type of defect is not covered by JL’s warranty and I would have to bare the cost for the remedial work which incidentally could be in excess of £2000! I tried to inform him that the panel refresh feature on this tv set appears not working and this is likely to have caused the damage. Andy did not show any interest in my comments nor the willingness to review the matter further. I asked for the matter to be escalated beyond his capabilities, but he insisted that his word on the matter was final. On 15/10/2019, I called JL’s customer support line and spoke with someone called Jamie who assured me that he would send message to the Leicester store for a Manager to review the matter and I would get a call within 2 to 4 hours. Guess what?no one called me from the store. Our main purpose of purchasing such an expensive tv was to provide quality entertainment for my son who suffers with severe epilepsy and learning difficulties. Consequently, he finds it difficult to interact and engage with others and a tv is an important feature in his lifestyle. Prior to purchasing the tv, I visited the Leicester branch of John Lewis in order to educate myself on oled technology beyond the information online. The salesman at the Leicester store was very knowledgable and reassured me that panel retention on modern oled TVs is a thing of the past and this particular model is equipped with a features that would prevent this from occurring. It’s important to understand that at no point did he mention that this type of occurrence would not be covered by the warranty. I even tried to contact their managing director Paula Nickolds and my email was strategically intercepted by someone who within hours of receiving the message, called me with assurances that the matter was assigned to one of their customer relations manager. A few weeks later, their customer relations manager emailed me back to reiterate their stance on the matter and washed their hands of any responsibility. Now, I have a £3000 tv with a defect that manifested itself through no fault of mine! and a worthless warranty. In short, AVOID John Lewis and think very carefully before buying an oled tv. The manufacturers have a lot to answer for, because this technology is flawed in ways that makes the product unfit for its purpose.”

Helpful Report

Posted 4 years ago

“In 2017, we purchased a Sony Oled tv at a cost of £3000 as consequence of another debacle with John Lewis and its staff at the Leicester store. Recently, our television developed a problem resulting in a ghost like bar at the bottom of the screen. As the set is covered by your 5year warranty, I called JL on 07/10/2019 and spoke with someone called Jonathan. He talked me through some processes including a complete factory reset of the the tv. Subsequently the problem did not correct itself and Jonathan suggested that it would be better for an JL’s engineer to examine the set. The engineer arrived on 10/10/2019 and took some quick photos of the tv screen and said that they would submit a report to JL and someone should call me. I tried to explain to the engineer that the panel refresh feature on this set doesn’t appear to work and could have caused the problem. I also informed him that when the panel refresh is engaged, there should be a horizontal or a vertical white line visible to confirm that the panel refresh is being carried out as stated in Sony’s operating manual. The engineer seemed disinterested and left my house in a hurry. On 14/10/2019, I received a call from someone called Andy at JL’s product support centre. Without any empathy, he proceeded to inform me that this type of defect is not covered by JL’s warranty and I would have to bare the cost for the remedial work which incidentally could be in excess of £2000! I tried to inform him that the panel refresh feature on this tv set appears not working and this is likely to have caused the damage. Andy did not show any interest in my comments nor the willingness to review the matter further. I asked for the matter to be escalated beyond his capabilities, but he insisted that his word on the matter was final. On 15/10/2019, I called JL’s customer support line and spoke with someone called Jamie who assured me that he would send message to the Leicester store for a Manager to review the matter and I would get a call within 2 to 4 hours. Guess what?no one called me from the store. Our main purpose of purchasing such an expensive tv was to provide quality entertainment for my son who suffers with severe epilepsy and learning difficulties. Consequently, he finds it difficult to interact and engage with others and a tv is an important feature in his lifestyle. Prior to purchasing the tv, I visited the Leicester branch of John Lewis in order to educate myself on oled technology beyond the information online. The salesman at the Leicester store was very knowledgable and reassured me that panel retention on modern oled TVs is a thing of the past and this particular model is equipped with a features that would prevent this from occurring. It’s important to understand that at no point did he mention that this type of occurrence would not be covered by the warranty. I even tried to contact their managing director Paula Nickolds and my email was strategically intercepted by someone who within hours of receiving the message, called me with assurances that the matter was assigned to one of their customer relations manager. A few weeks later, their customer relations manager emailed me back to reiterate their stance on the matter and washed their hands of any responsibility. Now, I have a £3000 tv with a defect that manifested itself through no fault of mine! and a worthless warranty. In short, AVOID John Lewis and think very carefully before buying an oled tv. The manufacturers have a lot to answer for, because this technology is flawed in ways that makes the product unfit for its purpose.”

Helpful Report

Posted 4 years ago

“This is the most difficult shopping experience I have ever had. What should have been a simple tumble dryer online purchase took 3 weeks for John Lewis between booking the wrong dates, and booking the installation people to come before the dryer. Finally When they installed it, the product developed a fault. They have told me to to go to the manufacturer. Manufacturers gave me a date after a week but didn’t show up. No initiative or responsibilities from John Lewis. It’s like they’ve shrugged and moved on, now it is my problem that they sold me a faulty product and I should run around to manufacturer. All this when it’s only a few days old. End result? Family without a dryer for over a month. Regret deciding to go to John Lewis. I have seen this company go from preferred premium service to absolute rubbish in the last few years. Terrible shameful customer service. Why would we ever go to John Lewis after this experience?”

Helpful Report

Posted 4 years ago

“Got lenovo all in one desktop for my daughter do home work.after 6months broken down.bring back John Lewis to get fix. Waiting over 2months still can't get my daughter pc back yet.still not hear anything from them. Customer service was rubbish and phone service was rubbish. My daughter can't do home work without pc. She so sad.2 months with out pc.never use or buy anything from John Lewis again........”

Helpful Report

Posted 4 years ago

“Fuss free fast delivery of our new TV, A great price also.”

Helpful Report

Posted 4 years ago

“This company is a joke and deserves to go out of business! 2 months waiting for a "john Louis" fridge for my "John Louis" kitchen. 3 times they have come with the WRONG fridge giving the WRONG information back just to make the SAME mistake for a 3rd time. 2 months without a fridge is impossible so is John Louis!! NEVER AGAIN!!!!”

Helpful Report

Posted 4 years ago

“if i could give zero i would! staff are rude and know nothing regarding processes, customer service or their company! staff pretending to be managers, refusing to escalate calls when they clearly cannot deal with issues or give resolutions. if you get Reece on a call, hang up! he is nothing short of useless and rude.”

Helpful Report

Posted 4 years ago

“I am a kind of loyal JL customer for at least a decade but sadly found that in recent months JL service goes down sharply. One delivery I got one item missing out. The second order I returned a desk I purchased but still haven't received the refund after one month. They promised to contact me at least twice but I received nothing. The third order I just found they got the wrong size for my kid's school uniform. I could understand things are difficult in current situation but it really disappoints people. I think in the future I'll try to avoid purchase at JL as it failed again and again and I simply can not accept it.”

Helpful Report

Posted 4 years ago

“Useless customer service and very rude. over 25 years I have purchased may goods from JL. Recently purchased a TV online which was faulty (you can see black line). Took it to the store to return as it was only purchased 4 days a go. The staff including Manager was very rude and will not take it back, keep saying we can only get it repair. I have spoken to four people who played the same record in a loop. I am going to send it back via post for full refund. After this I will never go to John Lewis again. No wonder its going down. I will be using ao.com from now on who have a good customer service. JL service personal: Please do not send me a message asking for further information or trying to help as you have lost me forever. Not only one person was rude, whole team was.”

Helpful Report

Posted 4 years ago

“If I could I would not assign any stars at all. We bought a Hotpoint washing machine online and unbeknown to us were sold a "graded washing machine" at the full price. The appliance broke down after a year and a half and eventually after three weeks we did manage to get an engineer from Hotpoint at the suggestion of John Lewis. We had the customary two years guarantee but JL didn't offer us a replacement but elected to pass the problem on to Hotpoint repairs department. We have been customers of John Lewis for over twenty-five years and have spent in excess of £20,000 from computers, furniture, white goods, etc.. and they were the first choice for us, for reliability, customer service and honesty but I am afraid this is not any longer the case! The engineer from Hotpoint came and after a quick assessment of the machine, came back from the van with a tube of silicon and said that the machine was leaking water from the inflow and he would fix the part which then he removed from the inside of the machine. At this point we were very surprised because in these instances the part must be new and replaced to avoid problems in the future. Covid19 was becoming more widespread in the UK, so the repair was carried out and immediately we noticed that the water in the dispenser was actually coming through three compartments (pre-wash, wash and rinse) rather then from the main compartment so we called immediately Hotpoint who said that they often did "rush repairs" and used silicon in instead replacing the part and it would be OK. In August the machine broke down again and we found a big pool of water in the kitchen. At this point we were so disappointed and desperately in need of a washing machine fast that rather that going again through the process of trying to have it repaired and all the stress it entailed we opted to get another one from John Lewis online. Bad mistake, as regards the delivery! No problem with the new machine, but the behaviour of the installing engineer was appalling! Rude, impatient, to say the least! He found problems connecting up the pipes and electrical cable because he would not listen in the first place to our explanation as to where the latter was to be connected, and was looking for an excuse not to finish the installation. No previous installer had had any such problem. He cursed and swore throughout the installation all his tools were scattered all over the tiled floor and alleged that he had cut himself on glass on the floor which we had just cleaned beforehand. We have dogs so certainly no glass has been broken for years! They had not face masks on whilst we did but at least three times he said to us "keep well away" whilst we were two meters away from them in the dining area. The whole performance was deliberately designed to intimidate, bully and harass people in their home! We couldn't be happier when they left, with no apologies at all. We have written to JL explaining the all sorry saga accordingly but to this day we have not received an answer to the letter, nor an apology. Needless to say but this ended our long association with JL, we will not be shopping there ever again, be aware that what happened to us will happen again to some other unfortunate customer. Don't use them, if you can avoid doing so!”

Helpful Report

Posted 4 years ago

“Long story short - I have had no updates in my order (£1,000 pram). It was supposed to be delivered within 7 days, Friday, Saturday, (minus Sunday and bank holiday) Tuesday... meaning they got 4 more days... yet customer services told me that they gave up until the 6th before I can complain about it. Well... they’ve added themselves on a few more days there !!! I sold my old one because I was promised a pram Within 7 days. Can’t go out for walks either because I’ve no idea when it’ll turn up”

Helpful Report

Posted 4 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