Name: John Lewis
Rating: 2.66

“We ordered a click and collect mirror on Wednesday for a Thursday collect. My husband drove to Waitrose after 3 o'clock but there had been a glitch so no delivery. He then drove to pick it up on Friday. Opened it this morning and were showered with shards of glass from the smashed side. Now he is making a third round trip to return it. What is happening to John Lewis? The phrase, " not what they were", comes to mind. We could both have received very nasty cuts from the broken glass.”

Helpful Report

Posted 9 years ago

“Edinburgh Store - Just had a Panasonic Viera 4K installed after some miscommunication with the store and the installers and the Panasonic Rep but I have to say their team have been great but compliments have to go to the Leith Distribution Centre who really pulled this together and a big thank you to Stuart who came today and installed the TV -”

Helpful Report

Posted 9 years ago

“I purchased a set of silverware (made by Robert Welch) back in October'15 and I wanted to leave the following review on JL's website: (2 stars) "The set looks beautiful when purchased. It is smart, elegant and very well balanced when used. However, after 5 months of light usage, the product is visibly scratched (the items which I used versus those that were not used). They are in far worse conditions than other cheaper sets with the 18/10 chrome/nickel content. I asked staff in the store about the product and its condition, only to be told that I might have not used the set properly. I am home 2 or 3 days in any given week and the usage, honestly could not be more careful. I would not buy Robert Welch again." But I was advised that my review did not meet JL standards. I kept re-posting it (with slight modifications) and it kept being unsuccessful for the same reasons. I feel that JL would publish only positive reviews of the product and hence I found this place to be more reliable than JL's website. Going forward, PLEASE DO NOT RELY ON PRODUCT REVIEWS ON JL's WEBSITE AS THEY DO NOT REFLECT TRUE CUSTOMER EXPERIENCE. They only reflect these opinions, which are positive. 2/5 stars because the set was not terrible - although the cheekiness of JL staff deserves 0 stars. I will keep re-posting this review elsewhere too, just to warn others.”

Helpful Report

Posted 9 years ago

“I ordered kitchen appliance from Glasgow and had to wait 8 days for delivery, which they cannot fulfill. I cannot get a refund until the delivery driver returns to depot. I have been promised phone calls from managers to explain which have never materialised. Shockingly poor service DO NOT take time off work to receive a delivery from John Lewis. Last time I will shop in John Lewis.”

Helpful Report

Posted 9 years ago

“Ordered a £450 washing machine from JLewis ...Was told 1-2weeks delivery. After nearly 3 weeks rang JL and was told it was in store and someone would contact me today and arrange delivery, fitting and removal of old appliance. Waited 2 days ...NO CALL. Contacted JL and they arranged it all. Day came JL arrived with appliance. Said could not fit it because of sticking valve.Walked off leaving me with 2 washing machines and told me to sort a plumber..but to let them know when it was fitted and they would collect old machine. Paid £60 for plumber ...Helped me drag old machine out of house , called JL to collect it...Said it would be a week.....What a joke....Don't believe the hype....Go elsewhere and get a better service and save some money”

Helpful Report

Posted 9 years ago

“I ordered the product I wanted but I got to wrong one coming. So I called John Lewis and said I want my new product but they said no to a refund and a new product. Terrible Service never coming here again and never order online again people. It has happened to be loads of times and still continuing”

Helpful Report

Posted 9 years ago

“The Bristol store is a shadow of what it used to be. We always shopped there for their excellent customer service, but you're lucky to find a member of staff to serve you now. We were wanting to buy a blind and waited 20 mins to get served, when we did the poor girl who served us knew nothing about the products and explained she wasn't from that area. So I asked to speak to a manager and found myself having to wait 10 minutes again, only to be patronised by a charlatan with a clip board. It transpires that John Lewis is cutting costs and the number of staff it employs. This is starting to show as the place is dusty, dirty and their staff seem to be run into the ground (when you can find any). The company says it is 'the nations favourite retailer', utter tripe B&Q offered me the customer service I expected and got my money too. Mr Andy Street should intervene before John Lewis goes the same way as others who've taken their customers for granted.”

Helpful Report

Posted 9 years ago

“TREATED VERY BADLY FOR DARING TO BUY AN EXPENSIVE ITEM FROM JOHN LEWIS INSTORE. On Saturday 21 February, 2016, my partner was treated in the most apalling and disgusting manner after making a large well considered purchase of a Macbook Pro Retina 15" laptop computer for which she paid £1599.00 in the Tamworth Branch of John Lewis. The sales assistant who showed us the Apple products was a very pleasant student working weekends. He was helpful and we were satisfied with his commitment to explain all the different options within the product line. Once the decision to purchase was made, the stock level checked and the documentation raised for the purchase by the salesman my partner took her documentation to the till to make the payment. The payment went through seamlessly and my partner was then told to stand in a queue nearby to collect her new purchase, which she duly did. There was a gentleman in front of her in the queue collecting a Dyson vacuum cleaner. Sarah, the assistant, took his documentation and collected his item from the secure area and handed it over with no fuss. She didn't ask for identification, just handed the item over with the paper work and the client left. My partner, now next in line to be served, handed her documentation over to Sarah who then appeared to lunge for a trolley, my partner quietly told her she wouldn't need the trolley, Sarah returned after a very long time and approached my partner with the Macbook Pro clutched to her chest in a furtive gesture and shoulder of arm holding the Mackbook was pulled back into her body. The body language Sarah adopted suggested she was not going to hand the item over. As she approached my partner Sarah immediately demanded my partner identify herself. Sarah persisted in her intimidating and bullying stance clutching the goods at which point my partner asked if Sarah was refusung to give her the Macbok Pro she had paid for. Sarah first say yes, she was refusing to hand the item over unless my partner complied and identified herself then and immediately retracted this statement but her body language indicated otherwise. Still clutching the MacBook firmly to her chest and slightly backward as if to prevent anyone snatching it from her. Sarah continued demanding identification from my partner from whom she had taken the original documentation from plus the till receipt minutes before. Sarah's embarrassing, intimidating and bullying demands for my partner to identify herself continued with my partner refusing to co-operate on the grounds she was not obliged to identify herself in order to receive her newly paid for goods. Sarah, in my opinion, made an assumption based possibly on my partners age, sex and casual dress. She possibly doubted my partners ability to pay for such an expensive item and therefore treated her like a common criminal or someone dishonestly trying to steal someone else's purchase, all with absolutely no foundation or evidence. Bullying, intimidation, sexism and ageist behaviour has no place in our society. Sarah was not following company policy by demanding my partner identify herself - she made that "rule" up on the spot in order to intimidate a client she misjudged to be vulnerable, old and defenseless and quite definitely not the demographic who would ever purchase a MacBook Pro Retina 15" laptop computer for a penny short if £1600.00. Sarah's mistaken perception of her position of power in the situation drove her forward to the point she felt quite invincible. After a period of getting no where with Sarah my partner first requested Sarah call a manager - this request was not heeded immediately until my partner forcefully demanded Sarah call the manager immediately. At no point was it Sarah's idea to look for assistance from another staff member or a manager herself. Matt, the designated Selling Coach arrived on the scene, at no point did he say he was a manager so we presume there was a manager on duty and security but neither were called in to adjudicate or investigate the situation. Matt arrived on the scene after briefly speaking to Sarah. He immediately admitted it was not necessary for my partner to identify herself but began saying how well he knew Sarah and began to make excuses for Sarah's behaviour saying she had only been with John Lewis for two weeks. We replied that we were not interested in any excuses or in his defence of Sarah's blatant abuse and inappropriate behaviour towards a client making a sizeable purchase. We both were of the opinion that Matt's communication skills and training were also not adequate for the situation. It took a very long time to convince him that Sarah's behaviour was disgraceful, manipulative, sexist, ageist and wholly inappropriate. He kept saying how well he knew Sarah and we kept telling him we had no interest in his relationship with her but only in her inappropriate behaviour towards my partner. Eventually Matt took my partner and myself to a desk in the store where someone else supposedly logged our complaint. We were not given a complaint reference number but were told someone would phone me about the complaint in due course. Matt did in the end offer us free coffee and cake and arranged this in person. On Sunday Morning I received a call on my mobile from Danielle. When Danielle first came on the phone I warned her I was not discussing anything except my complaint about my partners deplorable and inappropriate treatment as a reward for spending £1599.00 in John Lewis. After a very long conversation on the phone with Danielle she agreed Sarah had treated my partner badly and her demand for identification was inappropriate for a client purchasing an item in store. She started out by saying she would see what she could do to change the way customers are dealt with in store and I made a recommendation John Lewis should have runners at the tills to collect items from the secure area so that the till operator never loses sight of the person who has paid and the person making the purchase never loses sight of the person taking their payment and serving them. The client should stand at the till until the goods arrive and that the details of the goods checked against the documents and payment. The goods should be handed directly to the client exactly as it is for smaller purchases. There should never be a third party involved in the payments and handing over of the goods to the client. The present method is unnecessary, clumsy and fraught with anxiety for the client. There us no reason to punish clients purchasing large ticket items and its very distasteful to expect that client to then queue and have the uncertainty that comes with third party involvement and interference in the sale and hand iver if goods. All clients and customers deserve seamless and efficient service - not to be ridiculed, embarrassed, intimidated or subjected to harassment and made up rules by John Lewis's poorly trained staff members who barely understand the processes they are dealing with. Staff should not be let lose on the public until they fully understand their role in the work place, their rights and obligations within the contract of sale and the customers rights. I told both Matt and Danielle that we want to have feedback from this complaint and if we believe changes to address the problems with making large in store purchases are not suitably re-dressed we could not come back to shop at John Lewis and risk another very unpleasant incident. Danielle was told the following is what I expect from my complaint: 1. A formal apology and a bouquet of flowers be sent to my partner as a gesture of kindness and reparation from John Lewis. 2. The method of dealing with clients buying large items or expensive items in John Lewis stores needs to be comfortable for the client - that means that the person taking the money should also hand over the goods and neither should lose sight of each other until the goods are handed over and the contract to buy and supply is completed satisfactorily. 3. Staff training needs to be addressed and where a staff member is not sure of something instead of making a fuss, insulting clients and demanding identification they have no legal right to from members of the public. The matter if taking a clients money, any amount but in particular a large sum could have been reported to the police as theft. 4. That Danielle change her language to positively engage with us not in a wishy-washy verbal style of "I'll see what I can do" but to a more confident and positive verbal style "I am going to make changes" "I agree the behaviour is not acceptable" instead of saying "My partner is new and unexperienced, so we make allowances and excuses." Clients have no interest in John Lewis's internal politics and workings, when they are aggrieved concentrate on the grievance and cut of making stupid remarks that are meaningless and unproductive. Clients want action - not excuses. My partner and myself are not interested in excuses, only in positive outcomes and the assurance that neither of us will have a bad experience in John Lewis again. Danielle took my partners name and home address, lets see what comes of my complaint and the outcomes requested. Would we shop at John Lewis? No, unless the result of this complaint assures us that measures are in place for a seamless transaction for all our shopping needs big and small. Quite honestly, we would find it easier and more pleasant to purchase from another store or online in future. There is no official mechanism (identity documents) in UK law for members of the public to identify themselves so demanding identification at any stage during the sale of goods in-store is ridiculous and pointless. There is no law in the UK suggesting that clients making an in-store purchase for household or other goods are obliged to identify themselves at any time before, during or after a sale.”

Helpful Report

Posted 9 years ago

“My recent customer experience with John Lewis was awful. The Tamworth store treat people like cattle and seem to have no respect for their customers. I was insulted and treated like a criminal after buying an expensive MacBook Pro - the insolent young woman at the collection area, where people stood about like spare parts near the toilets with nowhere to sit and wait for their purchases, refused to give me my purchase as I didn't fit her profile of someone she thought could afford the laptop -she demanded ID even though this was an instore purchase made only minutes earlier, not an online purchase, where obviously different conditions apply. Staff refused to get the store manager, they are obviously too good to talk to customers, so the best they offered was the "Selling Coach" who agreed the assistant should not have behaved as she did, but kept making excuses as to how new and wonderful she was. We insisted on logging a formal complaint - customer services phoned the next day and initially argued with my partner before agreeing the treatment meted out by the woman was unacceptable. Just because she viewed me as old, female and in her opinion, not worthy of a MacBook, I was treated like dirt. John Lewis sent flowers but no formal apology - not sure I will bother buying anything else from them ever, especially as customers are treated like cattle in the store and are expected to stand around waiting at their pleasure around the toilets for disinterested workers to finally turn up with the expensive purchase you have just made. Not a pleasureable shopping experience by any means.”

Helpful Report

Posted 9 years ago

“Cpmpletely let down by this company. Ordered a Sony Bravia tv on line.Contacted by their delivery company to confirm delivery.Waited in all day .No delivery.Contacted JL who promised delivery next day without fail.Youve guessed it ,no delivery. How John Lewis expect people to put up with this level of service is beyond me. They survive on their past reputation. Im finished with the company.”

Helpful Report

Posted 9 years ago

“Bought a tv recently and paid for disposal of the large old tv which was a problem for me to get rid of otherwise. Could have bought a tv and put it in the car from anywhere but took leave from work in order to have the old one collected. New one was dropped of but they refused to take the old one. After complaining they wanted me to take a further day off to wait in for a collection. Took the new one back to store for a refund I was so disappointed.”

Helpful Report

Posted 9 years ago

“So far so good. Ordered on the Saturday, delivered on the Monday. That's astonishingly quick. Store service was with a smile, and I went to John Lewis as a result of poor service in Currys..... Despite spending THOUSANDS of pounds in there recently. John Lewis will be my new Go-To store from now on.”

Helpful Report

Posted 9 years ago

“I ordered a baby gym on line and did not select one day delivery at the time of purchase. The next day I realised that I wanted it delivered quickly so phoned to ask if I could pay extra and get it delivered faster. They sorted it out and somehow delivered it the next day without charging me any extra. They also provided a one hour delivery slot and kept to it. Much better than having to wait in all day! I was impressed. Good product, good service!”

Helpful Report

Posted 9 years ago

“I enquired by telephone re the Hille polypropylene side chair as to whether I could see an example on display at a store near me, MK or even Norwich! Was told the Oxford Street store has this product to view, only to then find out by another Customer Services adviser that not only do they not have it - no stores have it; only available 'blind' (my word) online? John Lewis are slowly but surely becoming just another seller, the partners seeming to be thought more of than the potential customer? I find that very sad, after many years of good shopping experiences!”

Helpful Report

Posted 9 years ago

“Ordered a dress from John Lewis, wrong size arrived. Ordered it again, wrong size arrived again, when i rang they said they couldnt guarantee correct size would be sent even if i ordered it and it was showing as available on their website. Terrible customer service”

Helpful Report

Posted 9 years ago

“I bought a Smeg fridge around 12-14 months ago via the JL on-line service which was delivered exactly as per the JL promise. Within a short time condensation was building up and water frequently leaked. I was initially directed to Smeg who sent two engineers who were unable to solve the problem. Smeg were not particularly helpful and I then re-contacted JL Customer/Technical Services. They have resolved my complaint and have been absolutely wonderful. I was offered a new fridge (any model/make) and have ordered another model. JL have also refunded the difference. I cannot fault John Lewis for their customer service and their team at Technical Services for their courtesy and professionalism. I was informed at all stages of the process and when I went into John Lewis at Bluewater I received the same courtesy and professionalism. In my view one of the best if not THE BEST British companies to deal and shop with. You will always have my loyalty.”

Helpful Report

Posted 9 years ago

“I am a regular shopper in the Edinburgh John Lewis, I was one of their biggest fans!. Not any more. I haven't had any problems with orders or click and collect. My bug bear, staff that have a conversation with one another whilst serving you!. If a member of staff wants to ask a fellow member of staff a question whilst I'm being served, how about an " excuse" me!. Then wait, not expect me to wait whilstyou have a conversation about what the problem is. I have also had to wait for staff to finish a conversation regarding their night out, before I was eventually served. I'm fed up with having to listen to the staff chatting whilst in the ladies changing room, I don't want to hear about your boyfriend problems or holidays or weight loss programme. Don't get me started on the coffee shop!!. So why do I shop there?. To be honest I really don't know, I like the choice of items, and the some of the staff are very helpful. (I have shopped in the Oxford street Store in London. The staff there were very rude and arrogant. But I do like Peter Jones in Sloane Square.) The time has come for John Lewis, to teach their staff manners and to realise that their bonuses are down to the customer. If I can buy an item elsewhere i now do so. I think the time has come for Mary Portas to pay John Lewis a visit!!.”

Helpful Report

Posted 9 years ago

“We bought a tv black in early 2015 and late last year there was a fault with the screen. One phonecall to john lewis and they arranged a company to come out and fix it. The company knew what the fault probably was and rearranged the appointment so they could bring the faulty replacement part and fix it at the same time. Which they did. Cannot fault john lewis they did what they said they would.”

Helpful Report

Posted 9 years ago

“Hello everyone Despite many and regular emails, even to the Head of Customer Services I am still waiting on a response. I purchased a high end running machine just after Christmas and arranged time off to receive the goods. On the eve of the delivery I received a call at 8.37pm to inform me that their would be a delay due to incompetence within the transporting department This was over three four weeks ago! I was offered an email to contact but that proved to be incorrect. I emailed the head of service twice yesterday and again today but still await recognition that I even exist given that JL were happy to accept 1.5k for the purchase and are clearly not interested in resolving the issue whilst holding my purchase funds. Interestingly I contacted the distribution company direct today - they were happy to supply the goods next week! Wonderful service JL - I recommended any customer looking to purchase a running machine deal with a recognised sports company and avoid JL at all costs! Yours DM”

Helpful Report

Posted 9 years ago

“Bought a Fridge Freezer from John Lewis back at the end of May 2015. Everything went well with the Delivery of the item - cant find fault with that. However, 2 of the plastic Fridge door shelves have subsequently cracked and aren't useable (never had that problem with my old FF - different manufacturer - but there you go). I subsequently contacted John Lewis on 5th January re: the problem - and even emailed customer service photographs of the 2 shelves that were broken. JL were initially quite reasonable re: trying to sort the problem and placed an order with the manufacturer of the Fridge Freezer (who shall remain un-named as otherwise this review gets reported by John Lewis) - which is pretty much where the problem starts a) I received only 1 item from the manufacturer of the FF and it was an INCORRECT item b) when I got in contact with JL customer services to let them know the wrong item had been delivered, I was told to contact the manufacturer of the FF directly - which I did - but the lady I spoke to from the manufacturer of the Fridge Freezer told me they had no reference to me on their system and that i should sort it out with John Lewis, c) i got back in contact with john lewis who then sent me the following email "Dear Miss xxxxxx re order number nnnnnnnnnn re the above order number for the "(Manufacturer / Model Nr)" Fridge Freezer, Gloss Black and the part that have broken please can I ask you to go on the the samsung web site and order the parts from there so we can send them out direct to your home address we will refund you the money and goodwill for the trouble please when you gave the parts can you call us for the refund Thank You Yours sincerely, " Which sounded great - aside from the hassle - but at least I was hopeful the problem would be rectified. However, I then got in contact with the manufacturer of the Fridge Freezer and spoke to someone else - this time they DID find me on their system, but I was told they'd sent TWO items (I only received one, an incorrect item) and that I needed to contact John Lewis. So, back to square one - I emailed JL with this information and as yet, 48 hrs and 3 emails later, I haven't received a reply JL used to have a good reputation, which is why i originally made such a considered purchase with them - should've gone somewhere else to buy this appliance (Cant say the retailer beginning with 'C' as this review gets reported by John Lewis) ! What on earth has happened to JL - talk about going 'down hill' - it's such a shame. Have sought legal advise now 'Which' will hopefully help in sorting this mess out. I haven't had full use of the storage in the Fridge for nearly a month and its a real inconvenience. UPDATE: Having contacted the manufacturer again - as no reply from JL - I've gone onto their website and found that 1 of the Items I need replacing is not in stock - so more hassle. At this rate the easiest option for me is to find a JL Branch that stocks the make/model of FF that I bought and go in and acquire the 2 replacement shelves for myself!!!”

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