I've never experienced such bad service combined with outright lying from a brand we thought we could trust. We ordered a wardrobe with a 15 week lead time. At 15 weeks we rang to see where it was, JL told us it was due and supplier would call us. 3 weeks later no wardrobe, after 8 hours on phone to customer service turns out it has been available since July. Supplier hadn't informed JL they'd not received a response to texts (no texts received). Supplier or JL didn't attempt to call or email us. We were informed next delivery date available at 21 weeks (13th November). By this point we had to cancel planned time off work to sort our bedroom and a planned family gathering due to being unable to accommodate people without wardrobe. We said 13th November unacceptable but we would take it just to get wardrobe. Only when I received an email in error today did it become clear JL never confirmed new date with supplier, have refused to pay £186 for special delivery, and next slot is going to be at 24 weeks (approx 4th Dec). Have had over 20 phone calls and still don't know when wardrobe will arrive. Have been lied to on several occasions - they said they would confirm the 21 week date, told me again it was confirmed when I rang to check, told me special deliveries were impossible - and JL refuse to discuss compensation until it has been delivered.
3 months ago
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John Lewis has a 2.7 average rating from 2,350 reviews

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