Amelia
I have been a customer of John Lewis my whole life, even going so far as to order other products such as Apple AirPods via John Lewis rather than via other retailers. My recent experience has changed everything. My most recent order arrived completely battered, and to my dismay I have now spent 4 hours over the course of 10 days speaking to customer services, on top of 8 lengthy email exchanges. The solution now posed it that I repackage it, return it to a post office/Hermes collection, wait for a refund, and then be sent out a replacement. Oh, and that I will receive a £10 gift voucher. Exceptionally poor performance from John Lewis. I feel that my decision to give my custom to John Lewis has not been disrespected and I will not be shopping there again. Why on earth would John Lewis not have instantly apologised and sent out a replacement right away? That would have saved me any further hassle and disappointment and ensured I stayed loyal to the company. I am sad that the the John Lewis that we all knew and loved, has dropped it’s once high standards.
2 years ago
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John Lewis has a 2.7 average rating from 2,393 reviews

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Alice, Customer Support

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