Name: John Lewis
Rating: 2.65

“We will not buy there again Our experience at John Lewis and Peter Jones was very disappointing. We ordered in store an expensive furniture piece. Few weeks later they delivered a wrong item, more over the delivery company left it downstairs, because they didn’t manage to put it into elevator. Come on! They need to clarify such things before delivery, not when they are downstairs. I have a baby and obviously couldn’t lift it up alone. The item was the wrong one! They didn’t even see me or gave me any documents, so I had no chance to check the item before accepting it. Support line was almost useless, I had to chase them for a week to ask to collect the wrong delivery, as it was big and took a lot of space. After collection they promised to reorder or find our requested idem. 6 weeks later no news. Today I called and after waiting 40 minutes on the line was told that they haven’t yet looked into whether our item was sent somewhere else or has not been made at all. 2.5 months and a lot of wasted time and problems. We have asked for a refund. I hope this will take less time Polina”

Helpful Report

Posted 6 years ago

“Appalling customer service when product gets faulty ! As a customer I had to proof that there is manufacturer warranty !?!? JL would not take accountability for the faulty product ! Once they spoken to the manufacturer they did not want to speak to me and I've been told I need to from that moment contact manufacturer ! Dear JL I've purchased the product from you and you should be resolving the problem !”

Helpful Report

Posted 6 years ago

“They completely ignoring me cause their failed system, shows different purchase date.I bought a fridge and a washing machine last day on offer with and advert with big letters saying cash back! The time of the purchase the store was closing so salesman gave me the quote and suggested to pay next day, which i did pay in full cash. Now not only telling me i am not eligible for cash back from Miele but 3 weeks now completely ignore my emails trying to explain. Amazing they didnt have any problem taking my money.”

Helpful Report

Posted 6 years ago

“Appalling customer service. If something goes wrong they take no responsibility just pass you to the manufacturer despite the contract you have is with them not the manufacturer!! Consumer Act says you have the contract with them. Dishwasher less than 8 weeks old and not working. Can't get answers to repair date so if carries on will be taking legal advice as to how to get refund as cannot waste any more time or money on a resolution 😡”

Helpful Report

Posted 6 years ago

“Bought an AEG washing mahine for around £450 from JL. It had a two year guarantee. The bearings went after 15 months. Turns out the repair has to be done by a tinpot repair company with one repair man with a van that doesn't work to cover a huge area. Neither JL nor AEG could get hold of them. It will take a whole month to get it repaired - maybe. I bought this from JL, not AEG or the repair man. JL admit that their service is bad, but "there's nothing we can do". Yes there is JL - provide a replacement machine. Have shopped there for over twenty years, spending many £1,000s. Never again. Seriously, never again. There are many, many other outlets providing much better service these days. Oh JL, what happened??”

Helpful Report

Posted 6 years ago

“Bought an AEG washing mahine for around £450 from JL. It had a two year guarantee. The bearings went after 15 months. Turns out the repair has to be done by a tinpot repair company with one repair man with a van that doesn't work to cover a huge area. Neither JL nor AEG could get hold of them. It will take a whole month to get it repaired - maybe. I bought this from JL, not AEG or the repair man. JL admit that their service is bad, but "there's nothing we can do". Yes there is JL - provide a replacement machine. Have shopped there for over twenty years, spending many £1,000s. Never again. Seriously, never again. There are many, many other outlets providing much better service these days. Oh JL, what happened??”

Helpful Report

Posted 6 years ago

“Ordered curtains with a 7-day service. It took almost 2 months to install. Even then they missed the install date twice due to order issues on their side. Then finally when installer came, they were missing parts, so need to book again (and take another day off work). John Lewis service has gone down the toilet. They are living on their past name. No wonder they are having problems.”

Helpful Report

Posted 6 years ago

“SELLING FAULTY GOODS AND THEN NOT WILLING TO SEND REPLACEMENT PARTS. We purchased two 35 mm curtain pole kits produced by John Lewis. One did not come with the necessary brackets to attach to the wall. I went into the store and asked for replacement parts. They checked for me and unfortunately did not have any in stock. They told me to contact the customer service number and ask for a replacement. The service number told me they refused to send replacement parts as I ordered in a store and not online. Their only solution for me was to try and haul a 2 m long pole back into the store for a replacement.”

Helpful Report

Posted 6 years ago

“Absolutely appalling service in every way. Please see my earlier reviews on TrustPilot What out for more updates on TrustPilot as we proceed to court! John Martin”

Helpful Report

Posted 6 years ago

“After purchasing an £800 cooker, 7 months later a crack appeared on the induction hob. Took this up with JL who said it was accidental damage and I would have to pay for the repair myself. No one came out to assess the damage and I denied damaging it myself but it was assumed as “95% of damage is accidental”! I was furious with this response and, to cut a long story short, it has taken me 3 months to sort it, numerous phone calls, additional expense at having to buy a steamer because I could only use 2 of the rings. Customer service has been poor to say the least and, after years of being a loyal customer spending thousands of pounds in their store in Sheffield, I will no longer be shopping here because the recent experiences have been so bad. Their attitude is take it or leave it. Well I’m leaving it & will be shopping elsewhere in future!”

Helpful Report

Posted 6 years ago

“Bad customer service”

Helpful Report

Posted 6 years ago

“Definitely the worst experience with any online purchase. No point in going any further as I am compiling all the documentation to take this matter to the Small Claims Court.”

Helpful Report

Posted 6 years ago

“I’m sadened to have to write this, my experience of John Lewis customer service has been horrendous. I can’t believe the company i’ve spend thousands with in the past year, gets it so wrong. Purchased some light fitttings which they shipped with Royal Mail. Stayed home on day of delivery, but no attempt was made. Contacted John Lewis, who were very abrupt and immediately defensive for some strange reason. Nevertheless I followed their advice and arranged redelivery on the Royal Mail web site. The following day stayed in again, and yet again, no delivery attempt and the tracking stated the item was being returned to sender. Spoke to John Lewis on their live chat, and to say the person was rude and unhelpful would be an understatement. I tried to politely explain the situation and how i’d paid for an electrician to install the lights, stayed in for 2 days, and now the parcel was heading back to them for an unbeknown reason. Rather than offer any kind of help, investigate the matter or even empathise, she immediate became defensive and said this my fault. Just like the agent from the previous day. I was puzzled as this whole experience was so un-John Lewis like. I gave up when i realised she had no intention to help and just quoted policy items about a possible refund within 14 days of when they received the items back, and that if i wanted the products, i should just place another order. I thought why would i after everything that had happened.. So just over a week later, I don’t have the products, i stayed in 2 days, paid for an electrician who couldn’t do anything, and John Lewis has my monies and i’ll have to chase this up again in two weeks. I thought maybe mine was an isolated incident. The lack of service and manner in which the agent dealt with me, the whole impersonal and somewhat hostile experience, but having checked on Trust Pilot, i am shocked to find thousands of others with similar experiences. Surely John Lewis won’t survive in the long term with this standard. It really puzzles me.”

Helpful Report

Posted 6 years ago

“The staff and Managers , call centre every department l encountered were absolutely the most unprofessional Company l have come across. Im amazed lm talking about JOHN LEWIS. I feel the partnership is full of arrogance with most staff have no true meaning of their investment given to them as part of the Company. I will never shop there again.”

Helpful Report

Posted 6 years ago

“Waited over 10 minutes to get through to customer service. Gave up and tried live chat. Wasn’t connecting. Not the service I expect from John Lewis!”

Helpful Report

Posted 6 years ago

“Absolutely awful. Shambles of a customer service team. Huge wait times. Constant delivery delays. Even more delivery delays. Still waiting for a refund week later. What an absolute joke of a store.”

Helpful Report

Posted 6 years ago

“My son purchased me Clinique Xmas gift set £54 , returned to GLASGOW store today to exchange for Clinique aromatic s 100ml , got told it was last selling price, for item I was returning ,that was fine because it was still £54 😊then girl said she could not return because I didn’t have receipt 😡I explained I didn’t want a refund I wanted to add money and get the 100 ml fragrance, instead of the smaller one in gift box , was made to feel very uncomfortable 😣, left store and I will never shop here again 😥”

Helpful Report

Posted 6 years ago

“I am so shocked about my recent dealings with JL customer service, as I've been a loyal customer for decades because I could expect great customer service, but over the last couple of months, I've experienced the kind of service that I'd expect from amateurs. Most recent I paid for custom made to measure blinds and fitting, two weeks later the chain on one of the blinds broke. 3 weeks after I contacted CS and several attempts to chase for a response I eventually got a reply to say a new chain was in the post to me. I wasn't happy with this response when I paid for bespoke service at great expense, and now I am being told that I have to fix the blind myself! The chain arrived a few days later in an envelope with a rip up piece of paper enclosed and a scribble about my new chain. There are zero instructions on how to fix or replace the chain, and from my research on google it looks as though I have to take the whole thing down and put it back up again. So I expect I will be wasting more of my time chasing the CS team again next week, and again the week after to get this properly resolved. I also spent 6 weeks earlier this summer chasing down a new bed which had been sent to the wrong warehouse. It took at least 6 phone calls on my part to finally get someone to track the bed down and have it redelivered. Totally unacceptable. I seriously don't know what's going on over there. JL had such an amazing reputation for taking care of their clients. Perhaps spend less money on expensive xmas adverts this year and more on delivering a quality service to customers. Really let down. Hope someone of some authority sees this and puts things right.”

Helpful Report

Posted 6 years ago

“Worst experience ever, Don't buy from them! Especially don't buy Electrical goods. Worst experience ever, Don't buy from them! Never buy any Electrical things as you can never return it. I bought an Iphone 11Pro Max and realized the phone is much too big, Wanted to return in same shape, after 3 days. They said no refunds or exchanges as you took it out of the box..... Apple will refund any product within 14 days, Amazon 30 days, Argos 30 days. The guys from the Tech support in John Lewis in Westfield were very rude as well the supervisor, was one of the most useless customer interactions i ever faced. When said we will never buy anything at John Lewis the supervisor said they dont care with a smile. Massive disappointment from John Lewis, Just dont buy anything from them , if you vote with your money, they will get in line hopefully before Amazon will take them out of business soon. Just go and test the products and buy it where you are respected. They will Screw you with a smile.If you will buy from them.”

Helpful Report

Posted 6 years ago

“Truly awful customer service. A sofa gone missing and now the third attempt to deliver it next week. A broken £400 mirror today and 40 minutes on the customer services line then released without contact, then another 40 minutes and no managers available in their very under manned call centre which I have had to call far too many times this month to sort out their problems with my deliveries. JL will not be seeing any more of my hard earned money. Awful just awful”

Helpful Report

Posted 6 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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