Name: John Lewis
Rating: 2.66

“Worst customer service I have ever received I placed an order back in June which included some chocolate items, gift sets and a candle. Some of these were Christmas presents because I like to be organised. When the delivery arrived, the chocolate items had melted. A couple of other items had damaged packaging. So I complained to the customer service department. I ended up getting replacement items sent and a refund for the one item no longer available. After over two weeks, I had not had the replacement items delivered. It then turned out that I would have to phone to give my card details again to allow the items to be sent. There is something very wrong in the John Lewis system if the customer must be further inconvenienced in order to sort out their problems. It then took until August for me to receive the replacement items and my items were not delivered properly. Left outside a porch and the driver did not ring my door bell. I know as I was in all day to make sure I received the delivery! The candle was a Christmas present and when it was opened, I found that the candle had also melted! When I complained, I was told that it could not be replaced as the item was now out of the JL 90 return policy, despite being a damaged product. John Lewis’ own return policy is “If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase” which indicated that the 90 day policy did not apply in my case as the candle was faulty. I was further told that as I had returned items back in July, that it was assumed that the rest of my order was fine and therefore they would not accept a return. I am unsure where in any policy this is written. I had not checked the candle as it was a gift and in a sealed package. After several emails and being continually told of the not applicable in this case 90 day policy, I was eventually told that on this one occasion the money would be refunded as though they were doing me a favour. I was not even offered an apology. Upon complaining about the horrendous standard of the customer service, I received a generic email from a customer service assistant who had obviously not read my email as they wrote to me as though I had yet to have the refund, and of course they told me that I couldn’t have one as it was outside of the 90 day return policy. Having then complained about this response, I was offered a £10 goodwill gesture. In further emails I was told that John Lewis had “chose[n]” to refund me as though it was down to goodwill, not because the item was faulty! I sent an email accepting the £10 goodwill gesture but had to email again about this as John Lewis seemed to have ignored it. The £10 could be given as a gift card or into my account. As I never intend to shop with John Lewis again, I did not want a gift card. As I paid by Paypal, I was told that I would have to phone in order to have the money credited to me. This is an appalling system. I should not have to go out of my way in order to have a goodwill gesture paid to me. I had had an item worth £10 in my order which I suggested they just refunded. Apparently this went against the system so I phoned up. It then took the person on the phone three attempts to type my card number in correctly. I had also left a review for the candle in question which was then rejected from the website in an email for ‘not meeting the guidelines’. Whilst giving my card details, I asked that this be looked into and I was told that I would receive a phone call back about this. I did not receive this phone call and apparently there was no log of me wanting a call back either. And so, I emailed customer services again! The reply was once again not relevant to the question I had asked and just told me how to post a review. So I complained about that email and was told that the review rejection would be looked into and I would be contacted in 3 days. Obviously, I was not contacted. After emailing to say this, I received a phone call which was once again a generic apology and response that did not answer my query and instead just told me that reviews take a while to be processed. Mine had been processed but rejected and I wished to know why. I then phoned John Lewis to try and speak to someone. I was told I could not be put through but would be called back. I am now waiting for this call back but I’m obviously not too hopeful about my chances of actually getting a call back. Every time I am contacted by John Lewis, I don't think their customer service can get any worse, but then they go and prove me wrong!”

Helpful Report

Posted 9 years ago

“I ordered a watch that costs £2000 and still haven't got it after ordering the watch on the 10th of December what terrible customer service.”

Helpful Report

Posted 9 years ago

“I ordered a watch online for my wife's Xmas present on Dec 14. It hadn't arrived by Dec 23. so I telephoned JL's Customer Services (CS) - I do use the last word in its broadest sense. CS acknowledged that the tracking had mysteriously finished on Dec 16 with absolutely no evidence of delivery. However, their courier employed by JL insisted that the watch had been delivered but was at a loss to explain why no signature for its receipt had been obtained. Almost immediately after this telephone call, I received an e-mail from JL's CS providing me with a Returns Merchandise Authorisation number so that I could return the watch that I had not received in order to obtain a refund. A few days later, this inept company asked me to review the watch. In the review I stated that I had not received the watch and was taking out court action against JL. The review was rejected by JL because it "did not meet their criteria", On the day of the deadline that I set before issuing the court papers, JL sent the refund + £25 against any further online purchases that I might wish to make. Needless to say, there will be no future JL purchases from this family. Issuing a Small Claims Action against rubbish companies such as JL,, is a simple matter and does not cost much. It would solve many of the issues raised on this website. Follow that up with never patronising them again. They will gradually learn.”

Helpful Report

Posted 9 years ago

“I would strongly suggest to anyone with a problem with John Lewis that go to Facebook and PM them. Make comments on their FB page too, but if you PM them and DEMAND a resolution to your problem, it is more likely to be resolved quickly.”

Helpful Report

Posted 9 years ago

“Customer Service at John Lewis is appalling. We ordered a dishwasher on 2nd January, waited 23 days for it to be delivered (that was the first date they could give us). It arrived with a large dent in the side. Left to the driver of the van to inform us, we had no idea. The info was on his sheet. CS should have phoned us to inform prior to delivery - what is the point of sending it out in that condition without any prior contact with the customer to discuss? Offered a 10% discount by the driver if we took it - insulting to say the least. My husband took our old one to the tip the day before, although it was still working, which made it doubly annoying.. It then went from bad to worse. Phoned the CS number I obtained online - 0345 604 9049 (there was actually no contact number on the order form we had been given in store). Explained my story, was then informed that number is only for online purchases. We bought it in store, and there is no mention online that this number is exclusively for online orders. Told me she would redirect me to the correct department, and would give them my order number, and to hold on. A stuttering person, clearly confused, then came on the phone. Hadn't got a clue who I was, and had not been given my order number. Gave her the story and details, she said she would contact the store whilst I held on once more. I was then transferred to the main menu (?) on a loop – click 1 for this, click 2 for that…it went on and on. The stuttering girl had gone, never to be heard from again. Having shared the above on social media (Facebook), a reply from ‘Lisa’ asked me to mail them at tell.us.more@johnlewis.co.uk (a rather bizarre email address for customer services) with the above details. I did so, explaining the problem. It was acknowledged with the info that it would take at least 24 hours to get back to me. Envisaging a long, drawn out email scenario, I took to Facebook again and PM’d ‘Lisa’. She eventually responded, informing me that they had no idea it was damaged before it was dispatched! Blatantly untrue – the driver had been informed, it was on his sheet in black and white, he’d been told to offer me a discount if I took it! In retrospect, he was not in any way surprised they hadn’t contacted me. I assume he sees this scenario all the time. ‘Lisa’ tried to convince me she would forward it to a dispatch duty manager ‘to see what they can offer’. I declined, and confirmed I wanted a full refund immediately, today, or it would be escalated to my credit card company. That motivated her to phone me and take the card details – I was refunded. A severe lesson learned. Never, ever again will we buy anything whatsoever from John Lewis. Every department is flawed, inadequate and ineffective. Even the guy who ‘sold’ us the dishwasher (we actually pointed to it and told him that’s what we wanted to buy, so no hard (or even soft) sell there) seemed two bob short of a shilling, vague and uninterested. Immediately bought the same item from the Co-op, £27 cheaper, delivered in 2 days. We should have gone there before, never had any issues with the Co-op online. John Lewis - you are a disgrace. No excuses, you are truly awful. Never, ever again. I think they are surviving on their name, arrogance, smugness and the goodwill of long-term customers, but all of that is being sullied and damaged, by their terrible/late deliveries, damaged goods, horrendous CS, and staff who don’t seem to give a jot. My advice is to buy elsewhere, even if it's cheaper from JL and save yourself a lot of headaches and stress.”

Helpful Report

Posted 9 years ago

“I returned two bed side tables over two weeks ago, I'm still waiting for a refund.Customer services is a joke,what a shame, I thought you could rely on John Lewis. I have shopped at John Lewis for many years, this is the first time they have let us down. Let's see how long it takes for them to return £350”

Helpful Report

Posted 9 years ago

“Have been trying to get a refund from John Lewis for a couple of weeks and has been a nightmare, bounced around departments, hanging on the phone, emails that make no sense. I wish I had bought the product from Amazon for £10 more because I know from experience they refund your money in a day, with 0 hassle. I will never shop at John Lewis again.”

Helpful Report

Posted 9 years ago

“I received an email from DPD, who said they were a Carrier for John Lewis, and a parcel was due to be delivered, the email gave me no reference number to check and I had no outstanding orders from John Lewis. It smelt like a scam so I forwarded it to John Lewis, with my concerns, nothing !, only an automated response promising to deal with my complaint in 48 hears , It was not a complaint but I was trying to protect John Lewis, I then rang their Customer Service, only to have the phone put down on me as the operators could not understand English. Charlie Metcalfe, President of John Lewis published his email so I contacted him, it was the only address available. Next morning another email from Customer Service saying they could not deal with my "Complaint", there was no reference number, a point I had made already to them. Eventually Charlie's office contacted me and a supposedly senior executive emailed me; it was not a scam. But she admitted the company had completely got it wrong, with the order, the delivery and certainly with Customer Service. It took at least 6 emails/calls from me until John Lewis even offered an apology; I was never thanked for trying to tell them their reputation could be jeopardised. Why are John Lewis using Carriers who are so poor, even the "White Van Men" bring proper references. I thought this was a great shop it isn't any more. They should take a good look at Debenhams and Amazon who are setting high standards in Customer Service,.”

Helpful Report

Posted 9 years ago

“I ordered a freestanding dishwasher to replace an integrated dishwasher in a kitchen that is about to be ripped out. I paid for fitting. The engineer arrived (23 Dec) and refused to install it, said I had to pay the fee for installing an integrated dishwasher, something he alleged he could not do. I was left without the new dishwasher over Christmas. I contacted Customer Services immediately, was told they would call back to respond to complaint. They didn't. I called back on 27 Dec, was told depot closed but they'd call next day. They didn't. I called back (28 Dec) and the guy argued with me at first, saying I ordered wrong service. When I challenged, he spoke to his boss and agreed I had paid for the right service so it was their error. He said someone would call back, etc. They didn't. I called back (29 Dec) and finally got installation booked and fee refunded but not until 14 January. - I was never called back by John Lewis to offer a new fitting date - As a result I had to chase this matter up three further times, involving long and tedious phone calls, spending ages on hold while each person re-read the notes - Each time I called back the operator agreed to carry out the installation as requested but on each subsequent call the operator refused to agree the previous position. I complained to tell.us.more(at)johnlewis.co.uk. Someone rang me back from there, offered no gesture for all the inconvenience caused, and even lectured me that I should have read the terms and conditions closely. When the long-awaited delivery and installation day dawned there was a time slot of 7am - 2pm. The chap arrived at 12.00, I showed him where the machine was going. He looked around and asked where the dishwasher was. Surely he had brought it? No, he was told it was at our house. The smart Alecs at Customer Services had even managed to get these arrangements wrong. I am completely disillusioned with John Lewis after this experience. I have been a customer all my life and I have never met such inflexible and annoying behaviour as I did with this purchase. I can see that many others have shared their bad experiences on Trustpilot and that i am by no means alone. This once admirable store chain has outsourced its Customer Service operation to Capita, which has completely overturned its ethos of customer service.”

Helpful Report

Posted 9 years ago

“I took a lap top in form repair, the Customer service is appalling, no-one wanted to know I was passed from pillar to post. I have made so many phone calls and got nowhere. I am still waiting for someone to ring me back. They promised a replacement because they couldn't mend it. That was last week. Apparently no-one answers the phone in the technical department and e mails are sent to them but they only answer them at the end of the week. I will not shop there again.”

Helpful Report

Posted 9 years ago

“Realised too late that John Lewis is no longer the store I once knew and where I purchased majority of my kitchen equipment, furniture, curtains etc. Ordered a new oven in December and the overall fitting plus discovery of damage to the oven casing - after it was installed, I then began to realise this wasn't the usual John Lewis service. The saga is continuing and being told to call the local store - which isn't the local store but a call centre with the usual indifference that call centres offer. Sorry but John Lewis has lost it for me, even their Southampton store isn't what it was so all the signs were there. I'm in the process of writing e-mails to those 'concerned' but judging by other reviews can't see it will get anywhere.”

Helpful Report

Posted 9 years ago

“I'm 7 months pregnant and have had 2 months of stress, several hours on the phone and am still without resolution. We bought our pram from John Lewis. First the cancelled our order without telling us, no refund and then told us it was Silver Cross's fault and left us to find the problem with the help of Silver Cross... Turns out it was John Lewis' problem all along. We then had to re-order the pram through John Lewis because they told us it would be 5-6 weeks before they would put the money in our account. Although we finally have a pram we are now trying to send back a part of it. Throughout this process we have had to spend several hours on the phone with unhelpful representatives. My husband has been verbally abused by a member of staff who thought she had her phone on mute and then tonight after asking to speak to a manager I was told "I wasn't important enough". DO NOT USE they have caused two months of unnecessary stress to me and my unborn baby and they couldn't care less!”

Helpful Report

Posted 9 years ago

“If you buy from John Lewis I hope you don't have any issues, because you will have to deal with their 'customer service' department, who are truly awful. I bought a laptop but the contents of the package was lacking the documentation as described on the web site. It took 6 emails, including 2 to the customer service manager (first one ignored), before I received a phone from an reluctant unhelpful person who tried to fob me off by saying that there was a web error and the suppliers don't provide documentation any more. Well, that's not the point - they have an obligation to supply what they have described. To suggest otherwise is either ignorance of the law, or wilful 'misinformation'. I bought a camera from them last year, but I will never darken their door again.”

Helpful Report

Posted 9 years ago

“Bought a laptop on black Friday sales touch pad not working properly exchange it on the 19 Dec as Christmas is coming am rushing just took that machine with me away to Edinburgh and realise there is a crack at the corner, I am bring it back to Edinburgh branch but as i don't have my receipt with me so I have to wait till am back to London and bring it back to Oxford Street branch without thinking too much as i need to use my laptop for my work so i am just turn it on to use it first and it work perfectly find a part from the crack. I am back to London after new year and straight bring in the the store on 2nd Jan 2016 and the staff first said to me is i need a original receipt to exchange the product and i said ok i will bring it back in half and hour and suddenly she said actually its no point as the damage is not a factory damage so it my own responsibility for that as there is no damage with the box, so i ask for the contact number for the HP which the brand of my laptop and she write it down for me and i went to the cafe to start making the phone call ,well its not working i am bring it back stay in long Que till another member of staff and he said he heard my situation earlier so its better i am wait to see the same lady again as he can't deal with with it, so after a long wait finally get back to her and she said actually it will be better to let them send it back to HP and they will send me a quote how much it will cost me for repair but i said i want to speak with someone as that laptop is only 2 weeks old she said after they send it out Hp will contact me so i will have a chance to speak to them so am agree to let her send it out. after couple a week i do receive a call regarding the quote but not from Hp which is JL again which he said costing me over£130 for that and i ask why its not Hp contacting me as i being told of that he said to me that Hp actually don't have customer facing service which they will let JL to deal with it .So basicly all just control by JL i am just asking them to send my laptop back which now being a week don't know how long have to wait also hope there will be no more damage by the time its come back as i am just lost trust with JL.”

Helpful Report

Posted 9 years ago

“There is a huge difference between John Lewis stores and John lewis online. The former offers a fantastic service but the online company is completely different. AWFUL customer service.... I have had to chase refunds on multiple occasions, am given conflicting information from each person that I speak with. No email communication to track returns or refunds, and months go by between date of return and eventual refund (only after chasing them multiple times, and spending hours on hold... often getting cut off, and having to call and start all over again). One of the most frustrating and awful internet experiences I've had....AVOID if you can.”

Helpful Report

Posted 9 years ago

“This was seriously the worst online experience I've ever had. I also run an ecommerce department so I know first hand how poor they have been. I ordered a suit for £350 but there was an error on the order. I called to amend and the girl said she would cancel and start again. I said fine but only if the money on the card was untouched. She assured me this was the case and no hold had been put on it. She put it through again but was pretty clueless and made an error, selecting 5 day delivery instead of 24 hour despite me specifying several times. I told her to change it but she said she couldn't and would have to cancel again. Again she assured me the money wasn't held. I asked to speak to someone else as she was obviously untrained and she refused. I insisted and she said no! I hung up and redialled, by this time pretty angry. The next woman said the money would have been placed on hold for 24 hours (omg now £700) and would be taken this time. I had to put it on another card now up to £950. She was much better and sorted it. 48 hours later the held money still hadn't gone in and my bank explained it was 7 days. 7 days in January of £700 sat in space. Oh but it gets better, the suit arrived and it was just the jacket - the trousers were missing. I. Was. Livid!!! It was for a time sensitive occasion so I called again and they couldn't get me the trousers in time so I had to buy a suit elsewhere so I'm now at £1200 out my account for a £350 suit. Sent it back via Waitrose and it has got lost in the system. The man told me 3-5 days to get back, it's now 7 days. I've sent them all the returns proof and asked they just refund me (Marks and Spencer are very good at this) and they have refused, several times, and have said I have to wait 14 days, despite this awful experience. I will never shop there again and urge others not to. Amazon and M&S have always excelled at customer service and I would have assumed John Lewis would be the same. Nothing could be further from the truth. I do online shopping a lot and have headed up several online businesses and this is by far the worst.”

Helpful Report

Posted 9 years ago

“After placing an order online for a Samsung 9kg washing machine on Saturday 26th December 2015, we had a delivery date confirmed for the following Saturday which was the 2nd January 2016. The first problem we encountered was the delivery time. We were quoted that it would be delivered between the hours of 11:00 to 15:00. After receiving no call (which is the normal procedure) and the time pressing on, I decided to call the delivery company which was an independent courier service around 14:45 to be told that the drivers mate was not well and my order had been passed on to another team and it would be delivered but they were running late. They stated they would get in touch with the delivery team and would get them to call me with an ETA. I had made arrangements that afternoon and decided I wouldn’t waste any more of my time waiting and went out still expecting a call from the delivery team. I never did get that call. I returned home around 17:00 and not long after there was a knock at the door. They delivered my item in a rush (as I could only assume they were busy and running overtime) and left it in the garage where requested. There was no packaging which I thought was strange. After they had gone, I was inspecting the washing machine whilst reading the instruction manual and notice that the drum bolts were not installed. I called John Lewis that very day to report this and was told it would take up to 48 hours to get a response from Samsung. Little did I know that the item was being delivered direct from Samsung and John Lewis was the middle man. Expecting a call on Monday 4th January 2016, I chased them and was advised that there was still no response from Samsung and they would chase this up and come back to me Tuesday 5th January 2016. After waiting all day Tuesday, I called them again that evening and was advised by a different advisor that Samsung still haven’t come back to them and so they would chase them up and come back to me on Wednesday 6th January 2016. Whist speaking to the advisors over those past couple of days, they agreed with me that the bolts should have been in as stated within the manufacturer’s instructions. I found myself chasing John Lewis again on the Wednesday evening and spoke with a third advisor who apologised for the other advisors not getting back to me and said he would chase this up again and come back to me. He called me Thursday morning to explain that Samsung had now replied and that it’s a company procedure for the delivery team to remove the bolts and packaging prior to delivery into my property. He stated that Samsung said that they would send the bolts out in the post. I was not happy about this as the bolts should not have been removed in the first place and if its standard company procedure to remove the bolts, then surely it should also be a standard customer procedure to advise the customer that the bolts have been removed and hand them to the customer for safe keeping. As the manufacturer’s instructions state ‘appliance must not be moved in transit without the drum bolts installed’ so if I ever needed to move this, I would need my bolts. He agreed with this and said he would go back to Samsung and state that I am not happy with this and that I wanted the machine replaced. It was now Thursday 7th January 2016 and this had gone on long enough. After speaking with my partner, I took it upon myself to chase John Lewis yet again in the evening for an update. I spoke with a fourth advisor called Demi who was very apologetic and sympathised with the time this was taking as I advised her I am without a working washing machine and needed to get this resolved. Demi spoke with her line manager and stated that they both agreed with me and that this wasn’t acceptable and took it upon herself to personally deal with this situation from now on and stated that she was going to called Samsung and request that the machine is to be replaced and would call me on Friday 8th with a delivery date for my replacement machine. I waited until the afternoon of Friday 8th January 2015 and found myself chasing John Lewis yet again only to be told by another advisor that Demi had left for the day but she had left a note on the system to say she had chased Samsung with no response and customer not advised. I was then told that as Samsung are not ‘playing ball’ and not responding and that this would be escalated from the John Lewis Omi department to the higher John Lewis diversion that negotiate the contracts and they would tell them that they are to send out a replacement machine. I asked the lady how much longer this would take as I could not wait another week for a replacement machine. She stated that the division it was being escalated too would make sure Samsung sent out a replacement machine and that it would be with me before the following Saturday which was the 16th January 2016. She also stated that I would get a call on Monday 11th January 2016 with a delivery date for my replacement. Again I found myself chasing John Lewis Monday afternoon to be told that there was no response from Samsung , they would chase again and come back to be Tuesday 12th January 2016 with a delivery date for my replacement machine. I called them yet again on Tuesday 12th January 2016 only to be told the same thing they told me the day prior. Wednesday 13th I received a voicemail from John Lewis stating that they were still awaiting a response from Samsung and would get back to me. By this point It was becoming a joke. This level of customer service is not acceptable so I called again Wednesday evening and at this point I was very irritate, angry and disappointed with the service. I stated that this was enough now and told them that I just wanted my money back and was no longer interested in the replacement. I told her I was well within my rights for a refund and John Lewis had taken too long to resolve this as it had taken 8 working days to get to this point still with no resolution other than verbally agreeing to replace it. I called yet again Thursday 14th and asked to speak with Demi. She was not available and the lady I spoke with said she would speak with Demi and call me back shortly as she could see there was a large build-up of notes on the case and wanted to look through it all. She called me back only to advise me that I would not be getting a replacement machine and the bolts would be sent out to me. At this point I completely lost it. I told her it’s taken you nearly 2 weeks to tell me the same thing you told me at the start even though it was verbally agreed by yourselves that I would get the replacement. I told her that your calls are all recorded so you will be able to trace back through them. She then went on to be very difficult and patronising asking me what I wanted knowing full well the history of this case. I stated that I now wanted a refund due to the appalling service and that the least you could do is refund me straight away so I could purchase a replacement machine elsewhere. She advised me that I could but would have to wait until the machine had been collected for the refund and would have to pay an uplift charge for the machine to be collected. It felt like she was goading me! I found this extremely disgusting and unacceptable. I went on to state that not only have to wasted my time, you have let me down, mislead me and your customer service has been appalling over the last two weeks. You have failed to do your job correctly and now you want me to pay an uplift fee to have the item sent back. Out of all the advisors I had spoken to over the last two weeks this advisor was unprofessional and had either clearly not read the history correctly or had very poor customer service training. I had to ask her several times that I wanted to speak to a senior member of staff as I was not prepared to speak with her anymore. I was then put on to Omi manager Amanda who was unaware and unprepared for our conversation as she too was not very helpful. Amanda was really only dealing with the issue of the uplift charge to which she was not prepared to initially wave. After explaining the whole situation over the last 2 weeks, it felt like I had to convince her to eventually wave this uplift fee. After all John Lewis has sold me the washing machine which was delivered incomplete as purchased (as the bolts were missing) and I know that I am well within my consumer rights to request a refund and collection on an item which is incomplete at no cost to myself which I would expect your company / staff to know. I felt it was a total insult to even request that I should pay this uplift fee after the pour customer service that I have received from John Lewis over the past 2 weeks along with the fact that you also stated verbally that you would be replacing the machine, to then retract this statement and refuse to replace it is disgusting. Amanda eventually agreed to waive the uplift fee and would arrange for the goods to be collected and said she would call me back. Amanda called me back and at this point I think she had now had a better understanding of the situation. Firstly she refunded my part paypal payment and also paid the remainder back on to my debit card which was originally paid for using vouchers as I stated earlier to Amanda that I would defiantly not be purchasing anything again from John Lewis. I think now John Lewis realised exactly what had happen and to received my refund prior to collecting the goods to me felt like John Lewis finally knew they were in the wrong. What I am still not happy about is now you want me to waste more of my time and my personal annual leave from work to sit at home waiting for you to collected the goods on Wednesday 20th (between 07:00 – 14:00) which I am not prepared to do. I will be calling week commencing 18th January 2016 to state that in fact you will need to rearrange this collection date to a weekend. I have used you over many years and have spent thousands of pounds with yourselves in the past and you have failed me and have now lost yourself a valid customer. I will also ensure that I tell anyone and everyone of your appalling service on this occasion and will be copying this complaint on to social media to warn others so hopefully for the future you will improve your training to ensure this doesn’t happen to anyone else.”

Helpful Report

Posted 9 years ago

“I have been purchasing goods for a number of years on the Internet from John Lewis and just want to say they are the best .I have always been very happy with the goods I have purchased and never had any thing to complain about the excellent delivery .I ordered the wrong size and within 3 days I had the exchange Brilliant????”

Helpful Report

Posted 9 years ago

“We bought a John lewis branded oven approximately a year ago, within a couple of months the F05 fault started coming up. It turns the oven off and locks your food in the oven. This has happened over and over again. You would think your roast has been cooking, come back and dinner is raw. I have had engineers out 3 times - each time the oven only worked for a couple of weeks and then the problem started again. Told on the 3rd time, if the issue occurred again, they would replace the oven. 4th time comes around, the engineers come around and then state they can't do anything about it because I had managed to restart the oven. Each time I reported the problem, it took 3 hours on the phone and a further 2/3 weeks for them to come out. Fifth time, I have now had no reliable oven for 2/3 weeks...they are refusing to do anything until another engineer comes out. They are arguing with a subcontract about the issue. I am now 5 days out of work, no oven and completely out of patience! John Lewis appliance - awful! John Lewis guarantee - pointless! John Lewis service - horrendous!”

Helpful Report

Posted 9 years ago

“Went into the John Lewis store in Edinburgh last week and bought an INTEGRATED washing machine. I paid for it to be installed at my home. To my surprise, the gentleman who delivered it refused to install it saying he wasn't qualified to install integrated washing machines, this made to sense to me why they would send someone who couldn't install integrated washing machines when I specifically bought an integrated one. I made it clear to (Dan) the man who sold it to me that I wanted it installed and I even paid for the old washing machine to be taken away also. After the delivery man left I called John Lewis and told them what had happened, they promised me to have someone come out to me tomorrow morning to install the washing machine. I had someone wait at home all morning and afternoon as I was in work (with clothes that aren't washed) thanks to John lewis, and I get a call from them telling me that the earliest they can send someone out is next week... NEXT WEEK!! I already explained I have a family at home with kids who needs their clothes washed for school and usually we put a wash on at least once/twice a day and I have no idea how John Lewis expect me to wait another week before being able to wash clothes for my family! I think this is terrible service and I will never be shopping there again, I would recommend taking your money elsewhere maybe curries or a local retailer. I have been a loyal customer with John lewis for the last 10 yet the one time I need them they let me down. We certainly wont be back.”

Helpful Report

Posted 9 years ago

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

John Lewis Reviews