John Lewis Reviews

2.84 Rating 2,099 Reviews
45 %
of reviewers recommend John Lewis
Merchant Metrics
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
1.26 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
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Anonymous
Anonymous  // 01/01/2019
Waited 12 weeks for the wrong colour
Having waited 12 weeks for a small chair to be delivered, today they delivered the wrong colour. To add insult to injury it’s the colour I could have had in 5 days. I’ve now been waiting on the phone for 30 minutes to speak to them with no reply. If John Lewis want to end up where Laura Ashley are now - just keep doing what you’re doing and you’ll get there. Then we’ll have no department stores to choose from due to the mismanagement of all of them.
If John Lewis would like to pick the chair up - please call me! I intend to dispute this charge with my credit card company now to get your attention. And delivering the wrong colour has nothing to do with Covid so stop hiding your poor performance behind this.

28 jul update: I finally called JL myself after a week of waiting for nothingness. Nobody had chased the supplier, nobody had even noticed my case was just sitting there. I told JL to come and get the chair and to stop wasting my time. JL can write as many platitudes on Trustpilot response to give the impression they care and are doing something - but clearly they dont and are not. Nobody is fooled JL - you typed a meaningless response into Trustpilot and put it in the ‘done’ box. Very poor show all round even it’s an escalation. I will not order any more furniture - 13 weeks for nothing and now I have to store it for two weeks ( in the middle of a house refurb) until they can be bothered to get out here.

31st update: having waited a week JL scheduled a pick up of the chair, didn’t stick to the time (they’ve done this twice now) , made me wait until 8pm on a Friday evening and then left me a message saying they were in a vehicle that was too big even though they’d told me earlier they were in a 7.5tonne Luton. Dishonesty, incompetence, poor customer service and negligence. What else can I say?
Posted 5 days ago
After my recent experience with the refunds and returns team, I have resolved never to buy again from John Lewis. They have tarnished their reputation by their difficult refund processes and distinctly prolonged response times. Maybe if they got things right in the first place, customers would not have to establish contact with them to understand how staff lack the initiative to deal with queries In my view they are time wasters. Why make life easy for your customers when you can make it difficult?
Posted 5 days ago
Absolutely brilliant Customer Service.

Had a problem with a recent order which was due to a manufacturing problem, not John Lewis, but as I bought the item from them it needed to be returned to them. Dealt with Mr D Parkhouse and, on his team, Charlie & Ellie who were all excellent. Very helpful, professional, friendly and efficient. I feel confident when buying from John Lewis that I am getting quality goods and if there is a problem they will rectify the situation. Thank you to all the staff who are doing such a great job even at these difficult times.
Posted 1 week ago
One of the worse companies I have ever dealt with. I had ordered a washer dryer online from their website, they delivered the wrong model. Since then I have been in the phone for days and they constantly making excuses, delaying and telling me to call back again and again. Customer service are all liars, every time you ring they make a different excuse then the last one.

This company should be avoided like the plague.
Posted 1 week ago
Exceeding disappoint with John Lewis’ handling of the covid crises. My gift voucher expired during lockdown and I was unable to spent it online as I was in lockdown in my parent’s house rather than my flat where the voucher was. I assumed as their shops had been shut there would be no issue in having the voucher extended for the length of time I was unable to go into a John Lewis store and use it, but instead the customer service team claimed it was my fault for not predicting the national shut down thereby knowing to spend the voucher earlier.
Posted 1 week ago
John Lewis the company that give a 5 year guarantee on televisions!
Sounds almost too good to be true.
That’s because it is! It takes them longer than that to fix it when it’s broken.
It’s been 3 weeks of me constantly chasing the repair to get anywhere. They finally approved the repair quote and to find out the part is no longer available. So I’m back to the bottom of the list to be offered a new television! Thank goodness we aren’t stuck at home during a global pandemic.. oh wait
I buy from JL for the great In-store customer service. You can’t fault the sales advisors they were brilliant. But after that it all goes wrong! I’ve tried to get help from the WhatsApp chat and Facebook messenger. But I’m told only a manager can deal with me tv offer now and No I cant speak to one!
Pretty digesting service really. Will I ever see my tv again?!
Posted 1 week ago
Expensive blind faulty. JL start off my promising the earth and then just stop even acknowledging emails asking for details. Have spent over 6 months trying to get a resolution. Given up and gone to Trading Standards.
Posted 2 weeks ago
Customer service very poor. Unhappy with Bosch condenser tumble drier . Gets too hot to touch. JL bounce you back to Bosch who bounce you back to JL. Bosch said within specification even though side panels could reach 85 degrees Centigrade. Burn hazard high risk
Posted 2 weeks ago
Asked for a price match. Their response was to use an irrelevant excuse not to match the price of a High Street competitor. The reason they boast never knowingly undersold, is they do everything they can to wriggle out of price matching. So much for their values of customer loyalty. I simply took my business to their competitor and in future I wont be returning my custom back to John Lewis.
Far too many clever so and so's in these big companies, who have a mindset of how can I best deny you?, instead of how can I best serve you?
Posted 2 weeks ago
This is the worst company I have ever bought an item from.I had a problem on a new iPad Pro.I spent over an hour on hold ,only to then get through to a person who then left me on hold again,came back and gave the most useless in formation.After spending out on this item I expected better customer service.Last time I use this company.
Posted 2 weeks ago
I was given a watch purchased from John Lewis it’s still under its two year guarantee and It stopped working. It had been going slow for a while but when I had contacted them they said they can only deal with the person who ordered it from the email address they used and the billing details of the card. She ordered it and used my son in laws credit card (with permission ) but after giving all this information numerous times both of us have and we were told they cannot deal with us as we were not the person who placed the order it’s the person whose card was used. He has tried to ring but been unsuccessful. He works daytime and cannot stand around for ages waiting for someone to answer the phone. He didn’t place the order and he had emailed confirming what both myself and daughter have done. They both share one email address which is the one my daughter uses. Finally we have been ignored and no resolution. Now do I send my watch with its guarantee and risk losing it or do I give in and go buy a new one. My husband isn’t too pleased as the watch was actually from him and my daughter did the ordering. Wouldn’t mind it wasn’t a cheap watch. We have always purchased from John Lewis in the past for our larger white goods, TVs And general goods but this has really changed our customer loyalty. We have been going round in circles been asked the SAME questions each time provided the answers and then told they can only deal with the person who ordered the watch! The frustration is immense.
Posted 2 weeks ago
COVID-19 Restrictions ignored Yesterday morning, Monday, 13th June 2020, my wife and I visited John Lewis Solihull Store. We visited the Ladies floor where I saw a woman trying on clothes. I spoke to a nearby member of staff. She responded "Nothing to do with me" and told me to go to the tills on the opposite side of the floor. Too late, the woman put the clothing back and moved on. If the employee had acted straight away she could have spoken to the customer.

Worse still, a few minutes later, at the Jigsaw Outlet, a woman was deliberately hiding behind a rack of clothes and a pillar, removing her top clothing and trying on tops. Two female employees were approaching. I pointed out the woman actions, as she was still in the act of trying on clothes. At first they said they could not see her, despite being only a few feet away, and I pointed again the women who was still behind the pillar and the rack of clothes. They could see her pulling down a top, and simply walked on.

So much for John Lewis and I quote, from your website, "Our absolute priority is keeping you and our Partners safe" Fine words indeed, but you could try and put this into practice.

So when wearing masks comes into force you can try on clothing and no one will recognise you, even if they do, customer safety is not a priority.

I left a Google review immediately following each incident and to date John Lewis has not responded.

Check your CCTV......
Posted 3 weeks ago
I ordered a HP7134 printer that was ofered at a very good price and free delivery within a few days
Posted 3 weeks ago
Ditch the contact centres! Waited 17 minutes to check stock, great they had the stock I needed. Can I pay and reserve? No.
Told I must go back to store and risk item sold out. “Colleague” sounded like a bored automaton. I asked who to complain to was told I could email but they won’t care.
I’ve had better service from Primark.
Posted 3 weeks ago
When walking my baby in our iCandy Lime pram I heard a crack and the wheel had completely snapped. Luckily I managed to keep control of the pram to prevent serious injury to the baby. I spoke with JL over the phone multiple times over the weekend and after sending a photo in the colleague promised I could pick up a new wheel on Tuesday at JL Cheadle. Fast forward to Tuesday I call and ask if JL will call me when the part is ready to collect and I’m told I will need to go into store and collect the part. I went to the store and they had no idea what I was talking about and said an order hadn’t been submitted and even if it had it would be at least 7-10 days. This is extremely poor customer service as we were promised a replacement wheel by Tuesday and at JL request I wasted my time going into store to collect something when it hadn’t been organised. My partner needs a pram to get the baby around. I can’t even find a replacement part anywhere else on the internet as iCandy don’t appear to stock spares for this model. I’ve tried countless times to speak to colleagues today and been hung up on at least 3 time’s this seems to happen as soon as I mention I’m chasing up a complaint. I was advised just after 9 am yesterday that I would receive a call back within 3 hours and this hasn’t been actioned c24 hours later. During the one call where I spoke to an agent I was told notes won’t be on the system regarding the promised call back as the process followed is via my details being shared with a manager via pen and paper.. this isn’t a very credible call back progress for a company of JL size. I’m extremely disappointed with this service provided by JL and highly doubt I’ll use them myself or recommend to others in the future.
Posted 3 weeks ago
I’ve ordered a pair of shoes online, the shoes they’ve sent me were used and definitely worn, you can clearly see the creases on them and dirt on the bottom!
I’ve called them, was asked to send pictures, I’ve sent the pictures and waited for over a week but no response until I called them again, they told me there’s nothing they can do the shoes aren’t in stock anymore , all they can do is a refund! Very inconvenient and unsatisfactory.
Posted 4 weeks ago
Ordered a Samsung fridge freezer which I received on 1st June by very rude delivery crew. Fridge door has an annoying loud snap when opened. Tried unsuccessfully to contact customer services for past five weeks via email and phone. Eventually found email address for head office who have taken two weeks to reply. Have been told that I will have to wait another few weeks for engineer to call. I know we’ve had Covid 19 slowing things down, however JL were keen enough to take my money to deliver during ‘lockdown.’ So disappointed at the decline of this company and it’s service.
Posted 4 weeks ago
Easy to order online with email confirmation, able to track delivery and always kept up to date on your orders .
Always Very fast and prompt delivery only took 3 days to receive my product from first ordering , and if any problems there is always someone on a phone willing to help .
Keep up the excellent work John Lewis
Posted 1 month ago
Ordered a Barbour jacket, less than a month old and worn twice and the stitching has come undone on the back. So after a hour on the phone to John Lewis customer services I was told I can’t exchange it unless I buy another one first. Which is the most ridiculous thing I’ve heard and how can I guarantee I get my money back if I did that so now have to wait for someone from head office to email me back which they said they would do after 24 hours which has gone. Also the guy on the phone made it sound like I had torn it which I haven’t and you can’t even notice where it has come unstitched unless you look at it closely. So opened a paypal dispute and hoping I get my money back that way as I have no other hope with John Lewis. Customer service is shocking, the wait time, not helpful and only company I’ve ever had problems with returning a faulty item most places swap with no questions asked not sending pics, email and phone them and told cause I’ve worn it, it makes it more difficult to return, also asking if I had tags which sounds like if they did let me return it they was gonna put it back up for sale.
Posted 1 month ago
I bought a macbook pro recently and after 10 days, it developed a fault
I called JL tech support and although the lady I spoke to, was as helpful as she could be, she admitted that her ability to offer advice was limited as she was first line support and would speak to a colleague.
After a few minutes, she returned and informed me that her colleague said there was no fault. I asked how that conclusion could be reached, when no one had even asked or seen the diagnostic data I had to back up my claim
I was then passed to customer services who informed me they couldn't help because the product was not miss sold (something I'd never claimed)
I was then advised to email JL head of customer services and after a day, I received an email stating that because tech support had said there was no fault (remember they haven't even taken a look or asked me for details of the fault) and customer services said it was not mis sold, I therefore have no claim.
I am therefore left with a very expensive 10 day old mac book which has an intermittent fault and I am unable to even get JL to look at it.
JL now refuse to answer any further emails on the subject
My advice is to therefore boycott JL, because without good customer service, their business model is irrelevant. I can purchase almost everything they sell, cheaper online but have always (mistakenly) presumed that JL customer service was worth paying a little more for.
In a world of online shopping, I expect JL to have limited appeal, once more and more people become aware of how appallingly they treat their customers.
After 50 years of being a loyal customer to both JL & Waitrose I realise that JL actually couldn't care less.
What a disappointing wake up call!
Posted 1 month ago
John Lewis is rated 2.84 based on 2,099 reviews