“I have never experienced such poor service from your staff.
For two months I was given false information and left without proper support. This has caused serious inconvenience and disruption in my home.
This has been the most negative experience I have ever had with a company.
I am also disappointed with the quality of communication and the overall handling of the order. In addition, I have concerns about the quality of the product and its durability based on my experience.
I expect a proper explanation and a resolution to this matter as soon as possible.”
“I have never experienced such poor service from your staff.
For two months I was given false information and left without proper support. This has caused serious inconvenience and disruption in my home.
This has been the most negative experience I have ever had with a company.
I am also disappointed with the quality of communication and the overall handling of the order. In addition, I have concerns about the quality of the product and its durability based on my experience.
I expect a proper explanation and a resolution to this matter as soon as possible.”
“What should have been a straightforward purchase turned into a completely unacceptable experience. John Lewis, a retailer that constantly markets itself as trustworthy and high-quality, failed on the most basic level.
I bought a coffee machine sold as new, only to discover once I got home that it had already been used. Visible water marks, residue, and clear signs of prior use — something that should never happen, especially from a store charging premium prices. This alone shows a shocking lack of quality control.
The wider experience didn’t improve things. Staff were disinterested and unhelpful, the store felt tired and poorly organised, and customer service responses were polite but empty — lots of apologies, no meaningful action. It felt more like damage control than genuine care.
For the money John Lewis charges, you expect better products, better service, and basic honesty. Instead, I got an overpriced, second-hand item and a frustrating waste of time. This brand is clearly relying on its name rather than maintaining any real standards. Plenty of other retailers do better — and actually sell new items as new.”
“Appalling after sales care.
We have always shopped at John Lewis and appreciated the experience, quality and after care. Having recently moved to a new location some distance from a store, we have made some purchaes online. We recently tried to buy a jumper for our son's birthday.
Firstly the delivery service was appalling, the delivery apparently was attempted on 3 consecutive days. We ewre in all three times. On the second day we atually saw the van arrive, went to the door to collect the parcel, but they had driven off without attempting to deliver.
When we finally got hte item (after my son's birthday) it arrived with a security tag. We asked for a replacement, but were told we had to arrange to return the item, then once it reached the warehouse wait 14 days before receiving a refund. John Lewis could not arrange an alternative to be sent out, we had to do this ourselves, but going online and trying again.
We tried the online complaints portal, escalated the complaint and rang direct. All without success.
I am very disappointed in the way we were treated and in the fact that we weren't sent a replacement.
We have bought an alternative, elsewhere.”
“I have been waiting for a £600-00 REFUND for 3 weeks on a computer , when the wrong one was delivered. They collected it and acknowledged the collection. They
promise to phone back but never do. I have made so many long calls and been kept waiting more than talking and still have NO REFUND
Very poor customer service WILL NOT shop with them again, so be careful on your returns”
“I purchased an AEG dishwasher online which was advertised as having an extra 3 years warranty on redemption. However, after the dishwasher was delivered, I was unable to register with AEG. I called and AEG told me to call John Lewis. I called JL as advised and they told me to call AEG. I explained what had happened and was assured that JL would sort it out and call me back the same day. Instead, I received a poorly worded email in the evening telling me that I should contact AEG! Very frustrating. The next day I responded to the email and asked for my complaint to be escalated and received an email saying that a senior manager would ‘reach out’. I then got a ‘cut and paste’ genetic email from the delivery team saying that I should call customer services as they could not deal with this. Unbelievable.
I emailed back and asked for my complaint to go to the correct department and am still awaiting a response. My advice - shop elsewhere where customer service is better.”
“Sent a item back to John Lewis as part was missing and furniture didn’t line up correctly,what is happening at this company been trying to get a refund for two weeks keep getting some no English speaking person on phone keeps telling me nothing,I can’t even understand what she’s saying,I want my money back I’ve spent hundreds over the years with John Lewis but not anymore,service is appalling”
“Purchased a phone online from John Lewis on 17 July 2025 which was faulty and had to be replaced. Replacement was also faulty. John Lewis customer care is in Morocco and is shambolic. Weeks later, hours on the phone to John Lewis (6 phone calls), also phone call to the phone manufacturer plus emails plus escalating the problem twice and I still have not been refunded or even been able to return the 2nd faulty phone. Shocked that John Lewis customer service has deteriorated to this.”
“Purchased a high quality Zanussi induction cooker just under 3 years ago for £829 from John Lewis. The Control Board recently developed a serious fault, which meant that the hobs could not be used at all. I tried to claim the cost of repair from John Lewis, but they have refused to settle the claim because the warranty has expired. Tried to explain that their primary obligations are those as provided by the Consumer Rights Act, but they don't understand! They're clearly liable to pay me the cost of repairs and reasonable consequential losses and damages under the Act. The warranty to a large extent is irrelevant. The cooker was advertised as high quality, as reflected in the price, and therefore, not of suitable quality as provided by s.9 of the Act. It shouldn't develop a serious fault in fewer than 3 years. I think that the problem is that John Lewis are using a third party customer services provider who are clueless. very poor service.”
“I bought a very expensive Samsung American fridge/freezer in October 2021 so just over 3 years old it has Brocken down customer service now in Morocco can’t understand them can’t speak to anyone in England now ..I have to pay £306 to check the compressor in advance ..disgusting that only allowing me to use this one company to mend it as the compressor has a 10 year guarantee …shocked that John Lewis was known to be an upstanding English company with English morals now they are not disgusted the customer service is in a third world country that has no morals MOROCCO KNOWN TO AND HAS JUST HAD A CULL TO SHOOT AND LEAVE IN AGONY TO DIE THE POOR STREET DOGS WHO ALREADY SUFFER TO LIVE IN THIS COUNTRY”
“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.”
