John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,450 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,450 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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“Ordered a large rug on the internet. Was happy to wait for the 6 weeks lead in time, but no contact from JL thereafter. I did all the chasing. A string of broken promises and missed their own deadlines. No contact from their delivery agent. Eventually the rug arrived with no prior notice or agreement, so room not ready to receive it. Highly inconvenient and a trip hazard - arrived 30 mins before guests staying for several days. The delivery man could not communicate so there was no way to negotiate not accepting the rug at that time. They offered a goodwill gesture early on but this proved to be so small it was an insult, eventually increased it. Did you know JL customer service phone line staff cannot send outgoing emails - so no continuity of care. I'm afraid JL can no longer be relied on for good customer service.”

Helpful Report

Posted 9 years ago

“As a returning loyal customer i received the worst shopping experience. I ordered on line a surface note book and a hp printer with the assistance of sales rep in store at solihull . All went through well I thought. I stressed the order was time critical. Not received the goods after 10 days I phoned only to be told the order was cancelled by me which was certainly not the case . Got all sorts of excuses. Incredibly one feeble excuse was that my credit was not good on a John Lewis account.. an account on which that very day was credited by some £1300 due to a product recall. Upon complaining I got a pityful response after 16 days i was stonewalled and given excuses which were nothing more than a ruse to cover up serious deficiencies in their internal systems. My advice is that JL have fallen from their once renowned good standards of service to the nadir. They have become drunk in their own perceived success . Uncaring and shameful Come on J L what has become of you. I wasted all my valuable time and lost out financially in a new JL unwanted service of .pass the buck game and it will all go away.. yes I lost as they have in losing a loyal customer.”

Helpful Report

Posted 9 years ago

“Please do not order a washing machine from John Lewis. I have been subjected the most outstanding level of incompetence and rudeness from customer service. I was told that my order would be with me a bit beyond the usual four days then after they had taken full payment immediately when called they said it would depend on when they received delivery which could be 3 to 4 weeks. Eventually after almost 2 hours of calls made by me they don't phone you back. Every call different information one "partner" called her colleague a liar shouted down the phone and when challenge d about her appalling tone for being in customer services she said she was terminating the call. No refund as yet it has not been processed despite order being cancelled 4 days ago and being told it had been processed. Please save yourself the extreme anxt and go elsewhere that can deliver.”

Helpful Report

Posted 9 years ago

“Until today, I have always thought of John Lewis as a store that fosters loyalty by offering a high level of customer service and taking customer concerns and complaints seriously. However, the customer service I received over the last ten days from all levels of staff, including members of the senior customer complaints team managed by Andy Street - who provided me with John Lewis's final decision today - has left me disappointed, infuriated and absolutely sure that John Lewis is not the company it once was. Six months and nine days ago I purchased a John Lewis own brand integrated larder fridge (product number: JLBILIC07 for £650). Ten days ago I woke to find the fridge had stopped working. I tried all the necessary troubleshooting as outlined in the manual and then called John Lewis customer service for assistance. They informed me that I would have to contact a recommended service centre in my area, which I did. The service centre informed me I would have to wait five days and could not give me any idea as to whether my call out would be a morning or afternoon appointment. As a result, I had to book the whole day off, only to receive a text the evening before to say it would be from 12pm, however by the time this text arrived it was too late to reschedule the leave with my employer. When the engineer finally arrived he informed me the compressor was faulty/broken and would have to be replaced. As it transpired manufacturer reported that this particular part was a low stock item and at that time they did not know how long it would take to arrive ( I now know it will be a minimum of ONE month). Without any repair date on the horizon, I called John Lewis and this is where their lack of customer care became ever more obvious. Since the engineer left on Tue afternoon I have spoken with at least fifteen customer service agents, including those at a senior management level. I was given promises of call backs that never materialised and when I called to chase I was informed that calls are made up to ten at night, so to be patient - it later transpired that when I was told this the department that would have called were already closed as they closed at 6pm. At every stage, I had to chase, prompt and instigate all contact only to be fobbed off yet again. Regardless of who I spoke with they all informed me that whilst they agree a fridge is an integral part of the home it is felt that one month is not an unacceptable timeframe in which to wait for a repair; in fact, they said that as a gesture of goodwill, if the part had not arrived in ONE month time they would reaccess the situation and at that time consider other options! Unable to wait indefinitely I informed John Lewis that they were leaving me with no option other than to purchase a new fridge from Curry's and pay for their faulty product to be removed. I was told "that is completely your decision madam. Can we help you with anything else today?" So, as a result of this extremely poor service, I will no longer shop at John Lewis or Waitrose and neither will any of my family. I do not own any social networking accounts, but as a direct result of this, I am in the process of setting them up so that I can get this story out there and prevent this from happening to someone else because a £650 fridge has ended up costing me £950 through no fault of my own - money I don't have. If John Lewis's new mission statement is to work towards purging themselves of loyal and long standing customers, congratulations are due because they are superseding all expectations.”

Helpful Report

Posted 9 years ago

“I ordered online a fridge and a freezer from JL and also paid for removal of old fridge/freezer. I never shop around I always buy from JLewis as in the past I have had good service from them. The available delivery slots were limited (even 2 weeks in advance). I chose 2-9pm on the understanding I would be contacted day before to confirm delivery - and I assumed would get a 2 hour window time. They did not contact me. I contacted customer services the evening before and they said they couldn't give me any idea of when my delivery would be only that it would be 2-9pm. I therefore took a half day off from work to be home by 2pm. My delivery arrived just before 9pm. I do not believe that the drivers randomly deliver at will. There must be a route that is planned and followed. JL have no respect for their customers - unlike their competitors to whom I shall look to in future. And.....don't even think about JL broadband. IAnother dreadful experience. Suffice to say don't go there.”

Helpful Report

Posted 9 years ago

“Ordered an office chair, website indicated should be in stock in 7 days. 7 days later same indication, mailed customer services who stated the booking team would check stock and contact me. Booking team did not contact, customer services provided 4 hour delivery slot as apology but would not provide name of individual I could send complaint to. Order cancelled.”

Helpful Report

Posted 9 years ago

“I called and spoke to four or five customer service people over several days each one gave me different assurances all of which turned out to be false. I asked to speak to a manager, was told one would call me back, never did. Bottom line is that john lewis refused to take responsibility for something going wrong and didn't provide anything like adequate customer service. The whole experience has left me stressed and John Lewis has lost a customer of several decades standing.”

Helpful Report

Posted 9 years ago

“Dualit coffee machine ordered from John Lewis online on a Monday, selecting free delivery. Due to the slow order processing at the JL end and then various incompetences with the amateur courier company they used (Hermes), delivery wasn't until the following Tuesday so very tardy. Upon receipt the item was poorly packaged and had been bashed about with the box looking decidedly second rate. Upon opening, the coffee machine was damaged. I won't be using JL anymore - tardy and inefficient delivery and poor packaging. Contrast with Amazon Prime who have really upped their game.”

Helpful Report

Posted 9 years ago

“Visited the Exeter store Friday 08/04/16. Asked the young lady sales assistant, in ladies wear, if store stocked the J L dress as featured in the latest J L magazine. Was given an answer of 'it doesn't ring any bells'. I asked if she had a copy of the magazine that I could show her, she said that she'd see if she got one somewhere. She stood there saying nothing to me or my husband whilst I found the appropriate page. She said 'no we don't stock that one'. There were no other suggestions of either other stores maybe near where we live or being available online for instance. In my opinion this young lady's customer service leaves much to be desired. She is no advocate of JL's and I would certainly not employ her. I went to the ground floor jewellery dept where another young lady assisted me with a purchase and she could not have been more helpful. I mentioned the dress that I liked in the mag and she actually offered to look to see if it was available online! She definitely went the extra mile. She demonstrated what 'custmer service' really means. Well done her. I am annoyed about the first young lady as I know this is not how JL would want their staff to treat their customers.”

Helpful Report

Posted 9 years ago

“I ordered in the morning 7th of april a lens with camera with delivery on the next day. This was an order for more than £3K and of course payed extra for fast the delivery. I have received an email at 8pm that they were unable to obtain an authorization from my bank and I should contact them asap. Why the hell, did they send the email at 8pm? Why didn’t they send it earlier? The transaction has been authorized as money has been taken from the account so I called them straightaway and asked what is going on. I talked to them very politely despite the lady on the phone was not pleasant and she kept telling me that is a problem with my bank and I should contact bank and call them on the next day between 7am - 8am and I needed to speak with the payment department. I explained her that the transaction has been authorized that they have a problem on their side, but she was did not allow me to talk and she kept repeating her stuff. I have decided to call my bank and they confirmed that the transaction has been authorized and they gave me even the authorization code, and they said that there was a problem on John Lewis’s side... I have decided to call again, but again I was unlucky with not very pleasant person who said to me that they need to take another payment which i refused as the money had been already taken from my account and again I have been told that i need to call them in the morning. Also he has seen the authorization code from my bank. I called them in the morning and finally i was able to talk with a polite person but despite this he said to me that i needed to call them after 8am as there is nobody from the payment department. I call them at 8am and spent around 40minutes on the call explaining what happened and they were still telling me their excuses, that they I have to take another payment and ba bla...and the payment department refused to talked to me. As I had an authorization code I wanted to talk to them and not only for this, I wanted to hear why this happened. Again I refused to make another payment and i was given a supervisor Lindsey, who again refused to give me the payment department and again I have heard same story. I canceled this order as after this dreadful, most disgusting experience. I called my bank, to check if the order has been canceled and it was not, so i asked them to let me know, how quick it was the possible to get my money back. I had to make another painful call to john lewis, to ask them politely if they can fax my bank that this transaction has been canceled with some details. The representative took my details, did not get any email what i have asked for and they still did not sent any fax to my bank despite i have asked for this. I emailed them as well, to make sure that the customer service receives this information. After this : No more John Lewis. Never Ever and I would suggest to be careful when you are making any online purchase. The worst customer service ever.”

Helpful Report

Posted 9 years ago

“I ordered a washing machine from John Lewis on 20 Mar, with installation and removal service and John Lewis' Added Care extended insurance. The item was set for delivery on 30 Mar. On 30 Mar, John Lewis' delivery driver came, but the driver found that the front of the washing machine was actually damaged. I did not get an answer to the question as to how could a washing machine with a damaged front could have been loaded for delivery. But I was told by the driver that I would get a call back from John Lewis. I was told that there could be another delivery the same day. But I did not get a call back from John Lewis. Instead, I called John Lewis at 0955, only to be told that the customer service person could not tell me anything! I called again at 1235. The person whom I spoke to was only able to read the order to me. I have know what was ordered, and do not need to be told what I had ordered! When I asked about when another washing machine could be delivered, I was dismissively told that the only option is 14 Apr, and there is nothing else that can be done nor to talk about. I complained about this but I received nothing other than platitudes. I received 3 e-mails from 3 separate John Lewis staff to the effect of confirming that the order would be delivered on 7 Apr, and that there is nothing else that can be done. Today, at 0915, John Lewis' delivery driver arrived with a washing machine, but I was told that there will be no installation and removal. I was told by the driver that nothing can be done, and that someone will ring me back in 30 minutes. I was pressured into accepting the washing machine as-is. I called John Lewis' customer service at 0937, while the driver was still present. I was assured once again, that I will receive a phone call in the next 30 minutes. I did not receive a phone call from John Lewis. I called John Lewis' customer service again at 1055. I was told that I would receive a call back by 1130. The person whom I spoke to said that once the item has been installed, I can discuss compensation with John Lewis. But I did not receive a phone call back from John Lewis by 1130 either. I called again at 1238. This time, I was told that the soonest would be 15 April. The person whom I spoke to said that she would speak to her manager about possibility of getting an earlier date, and that I would be contacted. By 1400, as I had not heard back, I called John Lewis' customer service again. I was able to see delivery date of 14 Apr being offered on johnlewis.com. I enquired about the earlier delivery date previously discussed. The person whom I spoke to told me that the earlier date is 14 Apr, and that there is nothing else that can be done and there are no managers with whom to discuss this either. The person said that an e-mail would be sent to me immediately acknowledging the poor customer service that I have encountered and that there is nothing that can be done. However, this e-mail did not arrive. I believe I have been consistently and structurally lied to by John Lewis. I have taken 2 days off work to receive the goods and services from John Lewis. Not only that the delivery has failed, I have been effectively told that such is life doing business with John Lewis and that there is nothing to be done nor discussed! I now await again John Lewis' performance of the delivery of goods and services ordered.”

Helpful Report

Posted 9 years ago

“Bought a fit bit watch that stopped working after about 7 months. Took it back - couldn't find receipt but had proof on credit card. The store gave me a gift card back for the amount it was sold at, which was £30 cheaper. Found receipt 2 weeks later and £30 was refunded. Excellent service Always my number one store ????”

Helpful Report

Posted 9 years ago

“ordered 3 piece suite from bluewater store . delivery was on date and time specified , the two men team was excellent , polite , and very very helpful I do recall their names but one lived Gravesend the other Basildon /wickford area. the men were great and would highly recommend. they deserve the highest praise . MRS B.M.REID”

Helpful Report

Posted 9 years ago

“Fantastic quality free gift of Easter eggs. Thank you John Lewis”

Helpful Report

Posted 9 years ago

“I called John Lewis customer support to check if a particular laptop was in the Oxford Circus store. I live within the Watford and Brent Cross stores but did my research to find out neither store had the specific laptop in store but online only. I asked customer support (Durham I believe) about the laptop. Dell Inspiron 15 5000 1TB 8GB £479.95 laptop. I also said it was the i5 and not the i3 version and if one was on display on shop floor. Yes JL Oxford Street store has 4 in stock and 1 on display was the reply. The support staff reserved the laptop for me. I was happy.......until I drove all the way down to Oxford Street to find out that the laptop reserved for me was a Dell laptop for £1049.00 and the laptop I wanted was not on the shop floor on display nor in stock. I wasn't amused and raised my concern over the phone with customer support whilst still in the shop askin if my original call to them was recorded bit was told it had not. A complaint was raised and I was told someone would call me back. Roughly 30 mins later I was called back only to be told if I still wanted the laptop, I would need to order it online or the support staff could do it now for me.....nothing about the fact that the info given to me was incorrect nothing in the way of an apology nothing in the way of goodwill. I explained to the staff member that I already knew the laptop was an online order but was told there was some in the Oxford Street branch aswell and on display. "Oh sorry about that but I can order one for you now". He then went on to offer me a cake voucher through the post as a goodwill gesture. I laughed. The support staff quickly hurried off the phone after I told him not to bother. Ronnie the JL staff member ce to my aid. He was very polite caring and helpful. He wanted to speak to the manager on my behalf and did so. He came back with a £50.00 gift voucher as a goodwill gesture as a way of an apology and to keep my business. Naturally I accepted. The voucher could also be used on the laptop. He ordered me a laptop to collect from another branch and went the extra mile to ensure my visit turned into a positive for JL. Thank you Ronnie and thanks to the manager for the goodwill gesture. Shame on you to the support staff that I had to deal with. You bring the brand name down with your poor attitude and mistakes. I could name names but why bother. Albeit I have spoken to customer support on numerous occasions and the previous staff have always been helpful and knowledgeable and my complaint should not reflect on those people.”

Helpful Report

Posted 9 years ago

“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

John Lewis is rated 2.7 based on 2,450 reviews