John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,473 Reviews

40 %

of reviewers recommend John Lewis

2.7

Based on 2,473 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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John Lewis 1 star review on 26th June 2025

Anonymous

John Lewis 1 star review on 26th December 2024

Richard

John Lewis 1 star review on 23rd October 2024

Anonymous

Anonymous // 01/01/2019

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“Appalling customer service… well there is none didn’t get to speak with anyone. What is happening to John Lewis ? Will not be purchasing from them again too risky.”

Helpful Report

Posted 1 week ago

“Unconscionable treatment by store staff, store management, with a tepid response produced through the complaint process with the corporate office. This company implicitly supported cruel and inappropriate behavior from a staff member without addressing it in a meaningful way with me as a customer. Very, very poor behavior demonstrated by staff, I do not recommend at all.”

Helpful Report

Posted 3 weeks ago

“I recently contacted John Lewis Customer Services after receiving a faulty sensor garden light. The light had been positioned in the most suitable location to capture sunlight during the day, yet, despite being in place for more than two weeks, it still failed to illuminate in the evening. I spoke with Caitlin, Antony and Norman at different stages while trying to resolve the issue. I found all three to be extremely helpful, professional and courteous. They maintained a cheerful and positive attitude throughout our conversations and arranged for a replacement sensor light to be sent. The situation became slightly more complicated because Royal Mail did not provide any advance notification on the scheduled delivery day, so I initially assumed that the delivery had been cancelled. I also tried to contact Royal Mail directly to clarify the situation, but their telephone lines were exceptionally busy, and despite waiting for more than an hour, I was unable to speak to anyone. Antony nevertheless did his best to assist by checking for updates and keeping me informed, which I greatly appreciated. I eventually received a text confirming the delivery, but unfortunately I was not at home when Royal Mail arrived. Although this was completely beyond Antony's control, he handled the situation with genuine empathy, patience and professionalism. The John Lewis Customer Services team made what could have been a very frustrating experience much easier to manage and arranged for the replacement to be delivered on a day that was convenient for me. What particularly impressed me was the sense of genuine care and responsibility shown by the John Lewis team. In my previous experience with some other companies, resolving even a straightforward problem can involve sending several emails, repeating the same information to different members of staff, and being passed from one person to another. My experience with John Lewis was quite different. I felt listened to, supported and valued as a customer. Caitlin, Antony and Norman are a credit to John Lewis. Their professionalism, kindness and positive approach demonstrate what excellent customer service should look like. Thank you to the whole team for turning a frustrating situation into a reassuring and positive experience. I would be very happy to recommend John Lewis based on the quality of service I received.”

Helpful Report

Posted 3 weeks ago

“Buy in store and beware! You are unable to contact the store directly if you have a problem, you have to go through a hideous system of repeating yourself to numerous departments only to be told that you have to go back to the store and everyone just fobs you off.”

Helpful Report

Posted 1 month ago

“Ordered a divan bed. First bed delivered, the fabric was different so the divan bed didn’t match. Had to live with that for 6 weeks. Second bed delivery happened (bed was damaged) and when the delivery men removed the previous divan, they scraped my wall and broke my lantern. I took pictures and sent them to the escalation team. They interviewed the two delivery men who claim ‘they have no recollection of the incident’ despite apologising profusely at the time. We’ve got it on ring doorbell footage, and will be taking this further. AVOID JOHN LEWIS AT ALL COSTS FOR DELIVERY OF ITEMS”

Helpful Report

Posted 1 month ago

“I made considerable effort to secure a Pokémon collection box for my 8-year-old son, waking early because these sell out almost immediately. I placed a Click & Collect order, only to be informed more than 24 hours after the collection time that the parcel had been “lost or damaged in transit.” By then, the item was sold out, and John Lewis could only offer a refund. A refund does not replace a rare item or the disappointment caused. It is frustrating to sell highly sought-after products without being able to fulfil confirmed orders, and the delay in communication left no opportunity to purchase one elsewhere. This was a very disappointing experience from a retailer I expected better from.”

Helpful Report

Posted 1 month ago

“Tried to purchase a washing machine and selected their finance option. What ensued was a massive headache of cancellations from their side and their support team asking me to re-setup the whole process from scratch. Truly a terrible experience.”

Helpful Report

Posted 2 months ago

“Like many reviews, they tend to focus on the negatives, and unfortunately this is no exception. Following on from what others have said, I can honestly say John Lewis is one of the worst companies I have ever dealt with. Given their reputation as a trusted and established retailer, I expected far better. I was wrong. The issues included: 1. An incompetent delivery team that damaged walls, doors, and the appliance itself. 2. Three separate delivery attempts before an undamaged fridge freezer was finally supplied. 3. Extremely poor customer service, with average phone wait times of around 50 minutes and email responses taking up to two days. 4. No direct access to the complaints team, with complaint responses often taking up to 48 hours. It has taken over five weeks to receive a working, undamaged fridge freezer. The entire experience has been frustrating, time-consuming, and far below the standard I expected from a company like John Lewis. Based on my experience, I would think very carefully before purchasing a large appliance from John Lewis again.”

Helpful Report

Posted 2 months ago

“Purchased a Bosch freezer from Leeds store and benefited from their very competitive pricing of slightly damaged goods. A whopping fifty percent off for a tiny dent which I’m not aware of at all. Michael is a very efficient salesman who answers email queries or phones to explain something. I wouldn’t consider buying appliances anywhere else.”

Helpful Report

Posted 2 months ago

“I would give no stars for John Lewis Customer service if that was an option!! I had a washing machine fitted in 25.6.26. and the delivery/installation team damaged very expensive cladding accessing the area where it was to be fitted. JL has accepted no responsibility for this damage and Lee, the Case Manager, has shown the most appalling attitude that I would never have expected from this once reputable company claiming the installation team have denied all knowledge of any damage and has now closed my case! His tone in his emails is so condescending and it is quite unbelievable that there is zero customer service from this company! I only wish I had read the reviews before I purchased the machine but I didn’t think that would be necessary given my past good experience with JL! I’m clearly not alone as there are many dissatisfied customers now and I think the only way forward is to contact ‘Watch Dog’ to investigate and rectify my complaint! Please DO NOT THINK OF EVER PURCHASING ANYTHING FROM THEM, you’ll live to regret it!!”

Helpful Report

Posted 2 months ago

“We recently purchased a Dyson Cooler Fan but didn’t realise that some tape was preventing it from turning properly. We returned to the John Lewis store on 28th June at around 12pm, where we were assisted by Martin and Ila. At first, I was quite frustrated as I was hoping for a replacement. However, Martin took the time to patiently explain the process to me, which I really appreciated. He then introduced me to Ila, who was incredibly helpful. Ila went above and beyond by contacting Dyson’s customer service team, and with their guidance, she was able to help resolve the issue. Thanks to her efforts, the problem was fixed without the need for a replacement. A big thank you to both Martin and Ila for their excellent customer service. Koyes”

Helpful Report

Posted 2 months ago

“We had a New Television delivered on Saturday and had it fixed to the wall The two guys who delivered and installed the TV on the wall were very professional knowledgeable and polite They hoovered my carpet afterwards ! First class service - Highly recommeded”

Helpful Report

Posted 2 months ago

“I have been a long-time John Lewis customer and this is the most disappointing after-sales experience I have encountered. My AEG T9DEC866R heat pump tumble dryer was purchased from John Lewis in October 2022 and was covered by the John Lewis five-year warranty when it failed in May 2026. John Lewis arranged a warranty repair through Pacifica. An engineer attended and diagnosed a failed main control board. A subsequent visit was arranged and the board was replaced. I was advised that the appliance had been repaired and was operational. Immediately after the visit, it became apparent that the dryer remained defective and continued to exhibit the same fault. A further engineer visit was arranged. During that visit, Pacifica confirmed that the previous repair had not resolved the issue and advised that additional electronic boards and wiring harness components would be required. However, when I subsequently contacted Pacifica regarding the next stage of the repair, I was informed that no further repair would proceed and that I should contact the manufacturer directly. I then spent considerable time attempting to resolve the matter with John Lewis. I found the process frustrating and ineffective. Despite repeated attempts, I was unable to obtain clear ownership of the issue or a meaningful escalation route. Requests for escalation were unsuccessful and I was ultimately left without a functioning appliance. As a result, I had no practical alternative but to purchase a replacement tumble dryer at my own expense. Once the replacement appliance had been installed, the failed AEG dryer was removed and disposed of. At that stage, I had no reason to believe that retaining a non-functional appliance would later become an issue, particularly as no collection requirement had been communicated during the warranty repair process. What I found particularly disappointing was the handling of the complaint resolution process. During discussions regarding a settlement of the matter, John Lewis initially offered £770 as a proposed resolution. After I accepted that offer, I was subsequently advised that the amount would be reduced to £150 on the basis that the higher amount was said to be contingent upon collection of the appliance. I was unable to identify that condition in the written offer provided to me and ultimately accepted the reduced amount simply because I no longer wished to spend further time pursuing the matter. What disappointed me most was not that the appliance failed. Appliances can and do fail. It was the fact that a warranty repair was initiated, the repair was unsuccessful, further faults were identified, the repair process did not proceed further, and the subsequent handling of the complaint left me with very little confidence in the level of after-sales support provided. The appliance was less than four years old when it failed and remained within the John Lewis five-year warranty period throughout this process. Based on this experience, I no longer have confidence in the after-sales service and warranty support that I had previously associated with John Lewis.”

Helpful Report

Posted 3 months ago

“Sold shoes that were described as wide fit. As well as definitely not being wide fit, the box looked as if they'd been bought and returned many times over. It's the second item I've had issues with, where it was not as described. I have just sent them back, so expect a lengthy wait now. I don't see why returns take so long with them, but personally I don't find it acceptable...plus they do not refund postage paid, when items are missold. Pretty disgraceful for a traditional British store.”

Helpful Report

Posted 4 months ago

“Enhanced Delivery Service. Excellent service from Tony & Jason yesterday. Took away our old washing machine and installed new one without any problems!”

Helpful Report

Posted 4 months ago

“Worst company I have ever dealt with. Ordered a macbook selected next day delivery and it did not go through as next day. Could not find the order online to ammend as was not showing and now have to wait a rediculous 2-5 days, jokers. Will not be ever again. Customer service didn't bother helping either. AVOID TIS COMPANY. Will hopefully close down!!”

Helpful Report

Posted 4 months ago

“John Lewis is NOT the company it was, the customer service is now awful. My wife and I received a terrible experience with staff in their Kingston store and after complaining to head office, all I got was an abrasive justification of the staff members actions. They used to have great customer care but now they couldn’t care less.”

Helpful Report

Posted 5 months ago

“Scarf was returned because very long. Packaging was so easy to return: it had a sticky strip so no extra tape needed. John Lewis quickly refunded the money.”

Helpful Report

Posted 5 months ago

“It's a shame that the measuring service for John Lewis is not done through the Welwyn branch. My experience at the branch could not be faulted. However the experience I had from the staff member who came to measure for my curtains was not professional or indeed customer focused. This order was for curtains with a quotation of around £850 and had I received the same excellent service s I dud at the store, I would have ordered these immediately. It would be helpful to have someone from either the Welwyn store or from the fitting department store would contact me in order to resolve this matter.”

Helpful Report

Posted 5 months ago

“We were very pleased with the excellent support we were given by Mike of Tech services Solihull. He was really professional and patient. He listened to all our specific requirements and explained each aspect of our new computer. His skilled ,calm approach was much appreciated.”

Helpful Report

Posted 5 months ago

John Lewis is rated 2.7 based on 2,473 reviews