Name: John Lewis
Rating: 2.65

“Ordered a mattress (£1000) on basis it was an own brand, stock item. Failed to deliver on due date with no explanation. After 3 and half hours (seriously) chasing customer services they organised the delivery of a replacement. It was not delivered and again no explanation. I have been a loyal customer for 35 years. Not any more. Were you shocked by how poor the reviews were on this site? I was but reading others comments I realise my experience is far from unique. So I did some research and found this fascinating article in The Guardian. Read and weep. This once great company is clearly in severe decline. https://www.google.co.uk/amp/s/amp.theguardian.com/money/blog/2015/sep/12/has-john-lewis-lost-the-plot-complaints?client=safari”

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Posted 8 years ago

“Ordered four lamps from John Lewis for international delivery and only three had arrived. Raised the problem to the export department for almost a week now and still no response telling when will the missing lamp be delivered despite chasing by several emails.”

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Posted 8 years ago

“Brought a Croft Single Towel Cabinet, This arrived with the cabinet door fitted so bad there is no inspection of completed product. John Lewis then sent the same replacement twice which I did not want at any price, customer services what customer service still waiting for refund. John Lewis is no better than a car boot sale.”

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Posted 8 years ago

“I recently purchased a laptop, along with some software and mouse from John Lewis online and was told it would be delivered in 5 working days. 3 days later I get an email from their delivery people that it would be delivered the next day and would get given a time in the morning. Next day nothing and NO delivery. Later that day (night actually) get an email saying items would be delivered the next day and next morning I got a time. I receive the parcel and lo and behold NO LAPTOP but only the mouse and software (which is no good without a laptop JD DUH). Rang up customer service and after a long wait (wonder why !) I got told the laptop had been delivered. No it hadn't I told them. Oh we will get someone to call you. 3 hours later I got a call from John Lewis Sheffield who told me the parcel hadn't been delivered (which I already knew !!!) but that it would be delivered the next day so now late. The attitude of the customer service department is bad to say the least, no real ownership of the problem and fake attitude. I used to buy exclusively from John Lewis but due to lack of customer care I will be looking elsewhere from now on!”

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Posted 8 years ago

“Your bad news”

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Posted 8 years ago

“Given 5pm -9pm slot for collection of item. Fella rang at 8.10pm to say he wouldnt be collectioning item but JLewis would get in touch to arrange alternate date. JLewis DIDNT get in touch to rearrange but fellas just turned up unannounced several days later. Hoping my refund won't be as chaotic. Will never buy or recommend them again”

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Posted 8 years ago

“goods did not turn up after taking time off work will never buy from them again customer service is a complete joke”

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Posted 8 years ago

“Ordered a ps controller to be delivered to my son. It was delivered as my email stated to a secure place. However when my son returned from work the secure place was his recycling box outside his house. I contacted customer service who took the details and said they were going to look into it. 2 weeks later still waiting. Contacted them today. It hasn't been looked into. And after 20 minutes on the phone and being told they are now sold out. I am waiting for a refund. If you could not tick a star to proceed then this company would have zero stars from me. Won't shop here again. No real apology from the woman on the phone. Big company poor attitude.”

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Posted 8 years ago

“I recently ordered a new laptop that had been price matched. After making the payment I received an email to confirm my order. However, later that day I received another email to say the order was cancelled, with no reason why. I called customer support who weren't able to give a reason but told me they were now out of stock but expecting a delivery soon. I noticed they were back in stock but with a significantly higher price. I then emailed to ask if they could match the previous price but they said no. Still haven't been refunded! I expected more from John Lewis!”

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Posted 8 years ago

“I bought a Lenova 10" tablet from John Lewis as a present for my daughter, it was returned to the store after 10 months with several problems. Shutting down of own accord after being switched on after a few minutes, the speakers crackled and unusable, and finally would not hold a charge. I took it back to the store, who after testing it claimed it was perfectly fine and will be ready for collection. We purchased it from John Lewis's because they gave a 2 year warranty and they USED to be an amazing store to deal with. Where do I go from here with a faulty tablet?? Think I may give Watchdog a call! Linda Bennett (MK store)”

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Posted 8 years ago

“Purchased a standard light from the Norwich branch and was delivered all scratched and damaged! Rang the designated number and was given a slot when they would pick up, they didn't! Had to chase again and dealt with one rude member of staff after the other! Eventually someone turned up and removed the item, but two weeks later still have not received my promised refund, when I last rang up 19/11/2016, the guy said to hold and would find out what was going on and actually hung up on me! Outrages! You should be ashamed John Lewis! And you are actually breaking the law by withholding my money! Have bought thousands of pounds of merchandise off you over the years and was happy, but you are not what you were, terrible service! Will never buy from you again!”

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Posted 8 years ago

“As per normal we ordered expensive items off John Lewis, We ordered 2 Nr PS4's for our sons, however they have proved today that they are a total disgrace to customer service!! We wanted to spend a day out with family members but had to make other arrangements as we had to wait in for the DPD delivery, I followed the driver (Craig) on drop off nr 16, which was 1/2 mile away, nr 17 which was in the next village and we were next nr 18. I was so annoyed to receive a text message saying we were not in for delivery??!! WHAT DISHONEST LYING PEOPLE, I have already complained and requested my money to be transferred back immediately by John Lewis. John Lewis said I couldn't be refunded until DPD RETURN THE GOODS! Why should we be treated this way, we are so annoyed John Lewis, NEVER AGAIN!!!!”

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Posted 8 years ago

“John Lewis DPD dishonesty”

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Posted 8 years ago

“I ordered a Samsung washing machine on the 6th Nov 16 and it says it would take up to 10 working days to be delivered. As I have had no conformation of delivery I phoned John Lewis customer service on the 17th Nov to ask when it would be delivered. I was told it would be delivered on the 25th Nov which is way over the 10 working days. As no one even bothered to tell me the delay for delivery I made a complaint to John Lewis about my dissatisfaction and to explain I am disabled I have to take my washing to the launderette which is getting very hard. I received an email back to tell me it will be derived some time between 18-21 November and urged me to contact customer service if this is not the case by telephone, so we can get to your matter immediately. So I again rang John Lewis Customer service again only to be told it should be delivered on the 25th Nov again, so I told them it should have been delivered at the latest 20th Nov but I was told that’s the only time it could be delivered. I then received a phone call from John Lewis on 18th Nov to say the washing machine will be delivered any time after the 24th Nov, so again after asking why I was not told of this delay I ask so when will it be delivered. Again I was told some time after the 24th I ask when? , I have now been told again the 25th Nov so I will have to just wait and see. I have purchase many things from John Lewis over many years but it seems they have fallen way down their normal standard and the customer service is now terrible when all they had to do is just TELL me.”

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Posted 8 years ago

“Purchased a standard light from the Norwich branch and was delivered all scratched and damaged! Rang the designated number and was given a slot when they would pick up, they didn't! Had to chase again and dealt with one rude member of staff after the other! Eventually someone turned up and removed the item, but two weeks later still have not received my promised refund, when I last rang up 19/11/2016, the guy said to hold and would find out what was going on and actually hung up on me! Outrages! You should be ashamed John Lewis! And you are actually breaking the law by withholding my money! Have bought thousands of pounds of merchandise off you over the years and was happy, but you are not what you were, terrible service! Will never buy from you again!”

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Posted 8 years ago

“This review is actually about the restaurant at JL Solihull.I went in with my son and his partner the 3 of us had a sandwich/roll each a drink each and I had a Blueberry Muffin.The cost was nearly £30 what a joke the bread and muffin was so dry it nearly stuck our mouths together and the fillings were so minimal.I certainly will not be going back again.Im really annoyed because I could have actually gone to restaurant on a deal for the same and enjoyed it.”

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Posted 8 years ago

“Ordered an oven from JL and the service to remove/take way old one and install the new. I watched the installation but didn't see the driver remove the old and, in doing so, damage the floor boards in my hallway - a metre long groove in the middle of the floor. JL will not accept responsibility and, in effect, have accused me of making a false claim. So, don't order anything large from JL. If they damage your home in any way they will try and blame you for the problem. Completely outrageous. Whatever happened to the values of JL - not a company I will ever deal with again, and I have spent tens of thousands with them over the years.”

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Posted 8 years ago

“I bought a Toshiba chromebook from John Lewis in November 2015. In June 2016 the screen failed. Contacted John Lewis and I returned the laptop to them to be repaired under warranty. They contacted me shortly after and informed me fault on screen was due to accidental damage, and is not covered under their warranty. If I wanted it repaired then it would cost £210. The laptop did not cost much more than this new. I explained that it had not been accidently damaged and must have broke the last time it was shut. They still were not interested in repairing it under warranty. After several emails explaining that the laptop is only ever used in the home and is never left where it could be broken accidently, I gave up. It is very easy for John Lewis to blame accidental damage so that the item is not fixed under warranty. I will not be using JL again.”

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Posted 8 years ago

“On the 30/10/16 I purchased an iPhone online and was contacted the same day by customer services to inform me that the transaction had not been successful and I needed to purchase the item again. Two days later (a day after the item should have arrived), two phones arrived and I was billed accordingly. I spoke to customer services and they told me to return one phone to the pick-up point (a local shop) and the item would be returned to them and credited. This was done and I waited for the credit. On the 9/11 I called customer services to enquire where my credit was. They informed my it would be 14 days. I asked to speak to a manager and was told there would be a 15 minute wait. Twenty minutes later I spoke to someone else who informed me that they had received my item back, but there would still be a delay (3-5 days). He also told me he would call back on the following Saturday to update and offer a good will payment!? There was no call. Today (16-11), I called customer services and was told I would have to wait another 3-5 days. However, they did offer a good will payment when prompted. I did not want this. I wanted to be credited asap. 16 to 19 days for a credit is unacceptable for a high value item. Especially when they've had it back over a week ago. And the original fault was theirs. It is evident that the returns service is flawed and their system is inflexible. I am still awaiting my credit. The staff I spoke to had no power to affect the outcome and just kept wheeling out the same 3-5 or 14 day line depending on what they thought they knew.”

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Posted 8 years ago

“Bought LG 49uh770v tv on 4th september from Tunbridge Wells. Looked great when hung on the wall and happily stared to watch it. After a few weeks i noticed a block type shadow on the screen when i came to dark scenes. Thought it may have been my viewing angle as the tv was wall mounted, but it wasent. Then i checked the viewing source, this was ok. Then i compared in Currys on a new tv and that looked fine. Unfortunatly i then had to be out of the country for just over a week and approached JL upon my return. Now due to my poor timing and being honest that it was faulty, i could not take advantage of JL's 30 day no quibble returns.. so JL arrange for an engineer to arrive on the next Saturday to take a look. Friday morning @ 7.50 am whilst at home in bed ill, i had a call from the engineer saying he would be round in 1/2 hour??? so what happened to saturday. The engineer looked at the picture and said the back light was faulty, but lg would need to be consulted. Why i asked, but no real answer was forthcoming. he then left and said a report would be filed. 1 week later i heard nothing, so i chased. Apparently not report had been filed! but was assured this would be recitified. Another week passed and still nothing. I rang again only to find out the report had been filed wrong and i should phone back tomorrow. After a couple of angry calls and emails i was finally told to contact LG. Why should i have to do this when i purchase from JL. So i contact LG and explanin the whole situation again because JL had NOT FILED ANYTHING. LG then asked for photos of the problem so they could see what the engineer my need to repair. Pictures were sent, But tLG couldnt see what was wrong with different shades of black running across the screen in blocks...lol And they tried to convice me it was normal. So they asked for more photo's, so i have now sent the a short movie showing the fault. As yet they have yet to sort the problem or even send an engineer out ( 9/11/2016). This is now 2 months into the purchase and 4 weeks since reporting the problem and still LG and JL are giving me the run around and no repair or replacement in sight. What ever the outcome of this i know 2 things.. do not buy LG, as life is far from good with their shoddy products (son's LG G5 lasted 2 weeks ) and JL have lost all crediability, and not what i was expecting from a store like this. You may as well take your chances and buy online. Rant over for now....”

Helpful Report

Posted 8 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

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