“Bought a cruet with what I was told was a lifetime guarantee for my daughter. The peppermill failed and when I returned it John Lewis after a lot of problems they told me to approach the manufacturer, who frankly did not want to know. The motto is check out ‘lifetime’ guarantees at John Lewis. I bought a new cruet at Marks and Spencer, half the price, no hassle!
me that I would have to approach the company myself even though I had purchased this through John Lewis”
“I have struggled over several months to spend money with this long-established company. Since their Customer Service section was outsourced, it is virtually impossible to find out if a particular product is available in a “physical store”. I am sending, by a separate post, a two-page verbatim account of recent attempts to buy shoes, lampshades( JL Samantha, different prices in different stores - surely they don’t do ‘never knowingly undersold’ with themselves!, bread bin, curtain fabric (they assured me that they had 18m in stock- I needed 13m and only when I requested that they unfolded the roll did they discover that the fabric was in two pieces, 11m and 7m!), see an electric patio heater on display before purchasing it at £209 ( despite reassurances that I could see it in the Kingston store when I was staying in Wimbledon, having a coffee and cake in JL Sheffield café to be served dry, stale Victoria sandwich cake, discovering that automatic door access from the car park is on the second floor, whereas the lavatory for customers with disabilities is on the third floor... the list goes on.”
“John Lewis is becoming a terrible company.
John Lewis Credit Card is getting worse as its customer services.
My Mobile transfer is not credited to my John Lewis Partnership account which incurs late payment fees and interest every month.
When contacted John Lewis all responses emphasised that they were not at fault and took no responsibility.
Very disappointed.”
“I ordered a Kettle and a Toaster both in white from John Lewis for delivery today. I paid an extra £10+ for timed delivery and took the morning of work to receive. I received a Black Kettle and a White Toaster. Not what I asked for. I contacted John Lewis who said "Sorry but we'll send another one out and we won't charge you an extra delivery charge"?? Extra? They messed up and the 24 hour delivery has now taken 2 mornings of my life and a trip to the Post Office to send back they wrong one and its not what I paid extra for? Their response? Sorry but we won't be offering any good will.....Terrible experience”
“Unacceptable service from John Lewis \…
Unacceptable service from John Lewis \ CHS case manager
Purchased a carpet , when it was due to be laid the fitter from John Lewis arrived with it saying it had marks on it, we spoke to John Lewis at this point asking if the marks don’t hoover out would we get a replacement. No, was the answer. They would send someone out to clean it. I wasn’t happy with this as it cost just over £2000 for a small front room. So we didn’t have it laid. We waited for a new one. At this point the fitter would have had an empty room, because our new sofas were due to be delivered in the next few days.
The new carpet arrived but we now had the sofas in room, I helped the fitter move to the middle of the room. The fitter was left alone in the room for 3 hours.
Once the carpet was fitted and the fitter had left , we began to tidy up. We noticed a rip in the back of the sofa at low level which wasn’t there before the fitter arrived.
In my option I feel that the carpet fitter has done this with a gripper rod, accidentally.
When I contacted John Lewis ( our case manager )
She said she would speak to the fitter.
The fitter has denied doing this and said the rip was already there, if this was already done then he should have pointed it out to us there and then because he would have known he would be likely to get the blame. The sofas were in perfect condition on his arrival as they had only been delivered 11days prior
our case manager has said because the fitter has denied doing this there’s nothing we can do and there’s no one else we can complain to and if we continue to complain it will only get passed to her.
I visited the store at bluewater on 28 feb 19 , and explained everything that had happened and requested someone else deals with this as our case manager has been most unhelpful and has an extremely poor attitude towards customer relations.”
