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

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“Purchased a HP smart tank plus 559 on line as I am unable to travel to stores or get someone to for me only to find out that I have to arrange for the item to be taken to the store for repair .. they offer no other options and that I can take between 20 and 28 days for a repair .. discusting ... I only purchased on line as I cannot get to stores and now if I wa t something done then I have to go and drop off and then go and pick it up ... they have no options for those unfortunately unable to travel out”

Helpful Report

Posted 2 years ago

“Excellent service given by Josh in Computer department Cambs when purchasing an I pad and telephone cases. Also young man on till (name unknown). Could not have been better treated. Thank you Josh.”

Helpful Report

Posted 2 years ago

“This has to be the worst experience I’ve had for a while. I preordered a new 42 LG tv from John lewis a month ago. This was to be delivered to my grandmas as she wanted to get a new tv. The preorder was fine but all the service after was shocking. DO NOT ORDER FROM THEM! After a month of waiting I got the email from John Lewis to say “great news, your tv will be delivered this week”. But only a few days later a received another email to say “sorry, there has been a delay in your order. It may be with you in a week, but if you have not received it within 90 days we will refund your order”. This lead me to have a quick look elsewhere to see if I had a backup option. I found the tv on sale at richer sounds and for £100 less. So I contacted John Lewis help line explained the situation and that they could fit it in the next few days. To my surprise I was informed that I should get the tv in the next week but that installation would have to be ordered separate and could be a few weeks later as I didn’t add it at point of order. I explained that it was not an option on a preorder and it had stated “someone would contact me nearer the time to arrange delivery”. The advisor said the best way to sort it out would be to cancel my order and reorder the whole lot again, and that would mean they could price match richer sounds and arrange installation at the same time as delivery. At this point I asked the question “but if I cancel it and reorder will it still get delivered in a week or, will I loose my place in the order?” I was told “no you will still get I within a week”. So later that afternoon I went onto my account and cancelled my current order and went to reorder the tv. I was a little shocked to find, that John Lewis themselves were now selling the tv for £100 less on their website, which means their slogan of “never knowingly undersold was a lie” as they had never communicated this saving to me. But when I went to reorder the delivery went up to 5 weeks. So I phoned the customer service line again and explained the situation and previous conversation. All the advisor could say was sorry but that this is how the system works and I would now have to wait 5 weeks for my order. I asked to speak to the complaints team. I got a call from the complaints team a day later who listened to the whole scenario and then explained that due to “their systems there was nothing she could do “ . So I asked just to confirm, they were initially going to charge me a higher amount event though “they never knowingly undersell” she apologised and said this is a retail environment and that they were looking to remove that price promise soon. And then I repeated that I have now lost out on the order due to their own advice and that there was nothing they were going to do to try and help me? She confirmed that was the case and that she could only apologise and it was “how their systems worked”. I really don’t understand that when they sell similar products to a lot of people on the high street how they intend to keep customers if this is the way they treat them. I’m just glad it’s me that’s had to deal with this and not my grandma. On the plus side richer sounds have been very helpful from first enquiry to installation they could not have done more and for cheaper!”

Helpful Report

Posted 2 years ago

“First parcel was slow to be delivered. Second never arrived and now they say it is lost! They have also said it is out of stock! It is part of a set and they wanted me to order something else. No offer, nothing.”

Helpful Report

Posted 2 years ago

“An abysmal recent visit to JL Norwich revealed a shocking culture change in store customer service. It is now puerile, unprofessional and not in tune with the varying expectations of customers. When doing business I do not wish to be their "buddy" nor constantly assailed and interrupted by persons who by their manner of dress are impossible to given as " partners". I would suggest that instead efforts could be better directed at improving the truly woeful range and availability in Menswear in particular. Furthermore it is not acceptable that 2 separate "partners" gave wholly wrong assurances about the benefit of " validation " of car park ticket. I do not by any means expect servility merely the same level of respect and professionalism I would naturally extend in business contexts.”

Helpful Report

Posted 2 years ago

“I am a devoted JL shopper. However - my visit to the High Wycombe store today has left me feeling so disappointed. The range and display of products has declined significantly and some of the staff had little regard to customer service (electrical - home wear and fashion in particular). Staff do not look smart anymore and are now wearing jeans and sweaters making them hard to identify from customers. Please, please can you look to return to previous high standards. I had so much that I wanted to buy but lack of availability and care sent me home empty handed.”

Helpful Report

Posted 2 years ago

“Second terrible experience when purchasing from John Lewis online. Bought a mattress from them, arrived via their DPD delivery service. Mattress was filthy and broken. Spoke with John Lewis customer services who arranged exchange the next day before 10.30 - mattress did not arrive. Then got text messages from DPD saying that the new delivery date had been changed. John Lewis customer service unable to help as have to wait for a different department to call back. Do not buy anything online from John Lewis.”

Helpful Report

Posted 2 years ago

“Bought a Dishwasher. Phoned before delivery. On time and helpful.”

Helpful Report

Posted 2 years ago

“Having had a representative to measure up for curtains I was told that it would be a wait as it was just prior to Christmas. Totally understandable, except the next day I had an email saying the fabric was out of stock. I phoned up to be told that the email was a mistake and that I would receive my curtains in February. This I did not worry about as they are large curtains covering a whole wall of glass doors and glass panels. The curtains arrived mid February and the box that they arrived in was dirty battered and torn box. The curtains at first view seemed to have not been damaged and so they were hung. looking at the thermal linings each curtain had 4 or 5 marks on each curtain. One or two were quite small like pen marks but others looked like somebody had stood on them with a dirty shoe. John Lewis were efficient at dealing with the problem but not in a satisfactory was. My only options were to take the curtains down and return them (leaving the plate glass exposed during the coldest part of the year as they were not prepared to supply anything to cover the windows. They also offered £130 (20%) refund. I really wanted the curtains returned and rectified but was not prepared to sit with no thermal covering and so had little option but to accept the payment and use it to get them cleaned my self (24 hrs). John Lewis were intransigent in its offer it was take it or leave it. the product had it not been marked were very good it is just the approach to the problem that left a lot to be desired.”

Helpful Report

Posted 2 years ago

“I purchased three appliances from John Lewis online. On February 1, 2022, we purchased an AEG dishwasher and a Bosch Fridge Freezer for a combined total of £1378, delivery scheduled for 24 February. On 1 March 2022, I purchased a Bosch dishwasher for £549, delivery scheduled 8 March. I'm sure that the products are great, as I've always had good experiences with these brands. In fact, I can now confirm that the dishwasher and the washing machine are fine. However, this relates to John Lewis' abysmal customer service skills. The Fridge Freezer was defective and did not work. This was particularly troublesome as we had no alternative means of refrigerating or keeping our food having moved to a new house. John Lewis insisted that I had to have a Bosch engineer physically inspect the product before I could get a replacement. This could not occur according to Bosch until March 15th! Fortunately, they were able to come out (finally) on the 10th and spend less than 10 minutes telling me, yes, indeed, the fridge does not work and is defective and needs to be replaced. There are copious notes of my multiple conversations with JL's customer service and technical departments. I’ve lost countless hours and money spending wasted time on dealing with this issue. JL's attention to this problem was and remains unacceptable. Whilst they hold your money for these purchases, instead of immediately remedying the situation by sending a new fridge and taking the one that doesn’t work away, they require one to wait nearly a month to have a working fridge (something that has not yet happened). All this, knowing I had no refrigerator and a family with small children. They should have the common sense and decency to understand that a fridge / freezer is a necessity for keeping and storing food stocks in modern times. It is not acceptable to treat the product like any other product under the Consumer Rights Act where you have a 30-day grace period to remedy it. Apparently, the only option I had as a customer in this country is to spend additional out of pocket to purchase a new fridge and have it delivered right away and then wait for JL to issue a refund once they finally got around to having Bosch tell them the fridge does not work, as if they were unable to accept my word for it. If I had known how utterly vacuous JL's service would be in this regard, I would have done that straight away. But, I wrongly assumed that they could make rational, intelligent decisions for themselves that were customer-centric, instead of corporate office focused. To date, I still don’t have a working refrigerator having been strung along within the 30-day grace period to wait for a replacement. JL did not even have the foresight or will (economically or otherwise) to simply hire a truck for a special delivery. In America this would have been resolved WITHIN 14 HOURS and I would have had a working Fridge on the 25th of February a day after realizing this one did not work - no questions asked. Of course, I understand, it is much cheaper to have a full team of customer service specialists to tell a customer “so sorry,” rather than spend additional money to solve a problem. Brilliant. No thanks for the service. Abysmal.”

Helpful Report

Posted 2 years ago

“Ordered some curtain which I then found cheeper else where. Thought I would be able to get a refund under their price promise of never knowingly undersold. However since I’d ordered click and collect and other store did not offer click and collect they would not price match. However, if I returned the goods and went into the store they would price match. Just wriggling out of a commitment and their slogan “Never knowingly undersold” is just words to con the shopper. I think John Lewis are loosing the plot generally and will be loosing loyal customers.”

Helpful Report

Posted 2 years ago

“After 5 months of waiting for a product and numerous failed Delivery dates and many phone calls to them. I called Jonh Lewis today and they had cancelled my order would have been nice of them to let me know and give me an immediate refund not waiting a further 5 days with not even an apology or yo let you know. Very disappointed in the dreadful service and poor communication between customer service.”

Helpful Report

Posted 2 years ago

“Always a very good shopping experience with plenty of quality to choose from”

Helpful Report

Posted 2 years ago

“My wife and I recently received an email from John Lewis saying they were "exited" to let me know that our reward of one free regular hot drink and a cake was waiting in my on line account. My wife and I, pensioners with some health issues, can only manage the journey from Swansea to Cardiff occasionally, but when we do we always head for the 'place to eat' then continue with shopping at the store. Due to Covid and bad weather we have once again been unable to redeem our offer within the 24 day expiry limit.(Why oh why is a time limit necessary on a damned coffee and cake!!?) I wrote to Customer Service asking if the voucher could be renewed/replaced. I soon received " not the reply I wanted to receive" that a re-issue could not be considered so I asked for the contact details of a Manager. Surprise, surprise! A similarly worded stock reply of a refusal to reward a 'valued' customer with a paltry coffee and bun. Sad to say we will in future head for the internet and shop elsewhere.”

Helpful Report

Posted 2 years ago

“TV has gone wrong and told up to 28 working days to repair so that's nearly 6 weeks in real terms. Benn waiting over 3 weeks and no clear indication of when it will be returned”

Helpful Report

Posted 2 years ago

“order number 313586570 order number 313586570 bosch oven installation Never use pls pls pls john lewis just words but the service is pathetic,worse,nightmare and annoying installation person. Never helpful people, really disappointing people address cannot locate correctly make u disburn first then they will refuse for installation and make execuses this is not right and do not have any patience really annoying person installation team refused for installation . pls do not use this company my honesty pls listen pls shop other company and avoid john lewis”

Helpful Report

Posted 2 years ago

“Customer service from the technical team department was apauling!”

Helpful Report

Posted 2 years ago

“We bought a washing machine recently which arrived on time, very happy with delivery, they took the old machine away. The delivery people were pleasant and very helpful. Would recommend using John Lewis for larger items not just clothes.”

Helpful Report

Posted 2 years ago

“These fraudsters stole £65 from me. They lost my parcel in transit and then made it incredibly bureaucratic and difficult for me to get a refund. I am a pensioner and can ill afford to hand over £65 to these criminals”

Helpful Report

Posted 2 years ago

“wide variety of good quality goods for all ages and good as a shop to go to for most things. Good return policy -no harassment . Good service and a smile from staff and no problems/ hard sale talk in browsing and asking about products without feeling compelled to buy”

Helpful Report

Posted 2 years ago

John Lewis is rated 2.7 based on 2,419 reviews