John Lewis Reviews

2.7 Rating 2,391 Reviews
41 %
of reviewers recommend John Lewis
2.7
Based on 2,391 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
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About John Lewis:

Uks biggest premium department store.

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John Lewis 1 star review on 9th July 2023
Clare
John Lewis 1 star review on 8th January 2023
Anonymous
John Lewis 1 star review on 5th January 2023
Alan
John Lewis 1 star review on 4th October 2022
Tim Clayton
John Lewis 1 star review on 22nd November 2018
SeanYeates
John Lewis 1 star review on 10th September 2018
Mrs F
Anonymous
Anonymous  // 01/01/2019
Always thought John Lewis was a great company with exemplary customer service. My latest experience has put that into question. I bought 2 portable induction hobs pre Christmas with a 2 year guarantee- all labelled as with John lewis (even the subsequent email confirmed this). Late last month they both blew the fuse and stopped working. I got on live chat to John lewis thinking it would be easy to sort out. After the longest live chat experience with a rather rude service assistant I was told that my "guarantee" was with tefal and not John lewis and they're only available Mon to Fri 10-4. I emailed John lewis to complain and have again been fobbed off with a platitude that its ok as tefal are actually open 8-8. I've since tried to email tefal and had no response and don't have time in my working days to wait on the phone to them. I've now asked for it to be escalated to a manager. I'll be thinking twice before shopping there again terrible customer service!
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Posted 1 year ago
I made one order that fits me but they sent me a completely ten sizes different. So then today morning I called customer service and they said it was out of stock.Then I tried to talk to the duty manager but they did not pass the phone to the duty manager but they said the only thing that they can do is to refund me and that it will take 7 to 15 days.Also this is the second time in ten days that they did this to me and this is there fault and they didn’t even give me a gift voucher or anything for there mistake. Now slowly slowly John Lewis is having poor poor customer service and I asked that I don’t need a refund I just want the jacket that I ordered because it was expensive.
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Posted 1 year ago
Terrible service / experience. Purchased a TV from John Lewis and decided to take the 0% option. Approved immediately but the e-agreement link failed. It failed again from the confirmation email. It failed again on the website and asked me to ‘come back later’ which I did and it still didn’t work. I call JL who can’t help and refer me to creation. Creation tell me that it’s a problem my bed because I’m using safari (I’m actually using chrome), it’s then a problem because of my phone, so I try a laptop (it still doesn’t work). The proposed solution is to send an agreement by post for me to return by post… in 2023… So I called JL to cancel the order. The woman tried to solely blame creation… I pointed out that I was buying from JL and creation are their recommended partner so poor service from them reflects on JL. She then said ‘well we have thousands of successful contracts every day’ like I should be happy with my poor service because others had a better experience. What type of reply is that. This is just amateur and reflects terribly on John Lewis.
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Posted 1 year ago
I purchased a phone from John Lewis online and it went faulty. John Lewis utterly refused to give me an address to return it for repair. The service is honestly the worst ever I have experienced, the two-year guarantee they offer is pointless. I spoke to their manager "Shaun" who said they have a right not to accept goods back. Avoid John Lewis for anything technical. When I asked for a returns number they refused. Avoid this Company.
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Posted 1 year ago
I placed my order for a Ninja AirFryer and a Sony 55" OLED TV on 11th January, total amount was £1,300. The first surprise was when only 5 working day delivery was free for it. When you pay more than a grand, they could do better I guess. Then they called me for checking the delivery slot, even if I had a meeting I quickly picked it up and said I work from home so they can come whenever they want. They said that's not a good enough answer so I had to call them back. The output of my call was a delivery timeslot for 18th January between 11:00 and 21:00. It was not a choice that was the only option. If you don't work from home you have to take a day-off. Why could not they just accept my come when you can statement? Then the gentleman arrived at 7sih PM with an LG TV instead of my SONY. I refused the delivery and the following day they wanted to discuss another delivery with 5 working day SLA. That was the moment when I said no way on Earth and I want my money back. I was told I can get an immediate refund which was a lie. If all good I can get back my money tomorrow so after 14 days I made my purchase. I had multiple discussions with the customer representatives but other than they are super polite they gave me only lip service. Even if the fault and poor treatment is obvious they did not involve their management. Just like a broken record saying the policy mantra. Like human droids. Either that's their mental capacity or they are threatened by their management not to escalate anything to them. The worst ever customer experience, I will never ever order anything from them because they are absolutely bunkers. They advertise everywhere the customer experience but in reality they provide nothing.
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Posted 1 year ago
Bought a smartphone for my sons 18th Birthday It very quickly wasn’t working properly Returned it in December Poor customer service: did not respind to emails, did not return phone calls The phone went for repair and arrived back locked and unusable I was told to run the battery down as it wouldn’t switch off and then take it to a shop for reset I refused and complained Complaint was returned and I was told my contract was with Google and not JL and I needed to contact them It’s not clear whether the phone has been repaired as the reason it went off was because it didn’t recognise the passcode or Google have locked it. Either way it is the responsibility of JL to sort out. Appalling service Have reported the issue to Trading Standards
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Posted 1 year ago
Don't be sucked in by their two year guarantee on electrical products. After developing a fault with an actifry, still under their supposed guarantee, a very abrupt representative refused to have it repaired or exchange it and referred me to the manufacturer's. That in itself deserves another review as getting it back to them is no easy task although they do guarantee for two years. I paid the higher price with John Lewis compared to other retailers because I believed if there was a problem I could return it back into the store rather than, as a full time worker, have the hassle of getting it picked up via a courier to return to the manufacturer. You may fooled if your appliance only has a one year guarantee that John Lewis will cover you for the additional year but after my experience of them passing the buck I wouldn't count on it .
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Posted 1 year ago
3 items I ordered did not arrive despite receiving an email that they were delivered. One item was incorrect - I ordered a dress from Ted baker and received a jumper from phase eight! Still awaiting refund and how to return the jumper - I was sent a link via email but it doesn't work. I have been told I won't get refunded for the dress if I don't return the jumper. Very annoyed.
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Posted 1 year ago
The driver took a picture of the opposite side of the road while was driving and drive away without even stopping. I was in front of the door and thats why he took a picture of the other side. Lousy company I have the picture to prove 🤦🏻‍♂️
John Lewis 1 star review on 8th January 2023
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Posted 1 year ago
Putting together a new TV from John Lewis I unfortunately managed to lose one screw. I've just spent 45 minutes on the phone being passed from pillar to post trying to obtain a replacement. I was told that Technical Support would help, only to be told by them they could not. All this via what sounded like foreign help desks and difficult accents. Thought about going to JL local store where they must assemble TV's for display, but then thought I'd ring the TV maker LG. LG were brilliant. Within 3 minutes an order was raised for a replacement free of charge to be sent by post. I remember when JL was renowned for service but they seem now to have completely lost the plot. It seems it's beyond them to imagine the manufacturer (with whom they must have a relationship) might be able to help. No amount of "awesomes", "brilliants" and "have a nice day" from JL can make up for this shoddy service. Next time I'll be going to Richer Sounds.
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Posted 1 year ago
Can no longer trust this once great company, boss earns £999k JohnLewisRetail while they cancel gift cards and refuse to honor the value, no expiry date on cards find out when you try to use them, be warned.It says; "This gift card will expire 24 months after the last transaction on the card." There is no expiry date on the card so if you have not used it, should still be valid!
John Lewis 1 star review on 5th January 2023
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Posted 1 year ago
Over the Christmas period, I went to shop at your store in Cheadle only to find out you now allow dogs into the store. I cannot understand why you would think the majority of people shopping in the store would approve. You are catering to a minority for monetary gain only. Next you will be allowing dogs in the cafe areas. I won’t be shopping there again.
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Posted 1 year ago
I bought several items totally £506 in Black Friday sale & one item costing £212 was delayed & then a fortnight later cancelled. I was very unhappy about this & when I complained to John Lewis about this terrible experience they told me I got my £212 refund so I should be Happy & by Law they have done nothing wrong & they just shift the blame to their suppliers rather then accept responsibility. I ultimately escalated my complaint to Director relations & the persons I dealt with were absolutely & utterly useless & it’s amazing they are employed in a Capacity of Customer relations Manager. There staff in this department are very arrogant & condescending and are beyond useless, the standards of John Lewis have absolutely collapsed just overpriced & terrible customer services. They seem to be only interested in profit nothing else & I feel the company could save a fortune by closing the Directors Relations office who are useless & customer unfriendly & if you complain they insult you by their complete negativity & offer no outcome to resolve your complaint. I would give this company a minus & I think it is one of the worst retailers I have ever dealt with & I would highly recommend if you go to other retailers who appreciate your business.
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Posted 1 year ago
Refusal to honour product guarantee. Refusal to investigate complaint.
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Posted 1 year ago
Dear Grinch, I want to describe how you stole our Christmas. I had a voucher from you, and you promised that we can use it for the next 2 years. However, when I tried to use it for our Christmas tree and decorations, you said that something is wrong with my voucher. When I called your "We do not care about you!" helpline, you said that you cannot do anything about it because it was already used. The only problem is that I never used it. Also, I never shared it with anyone and my google email account is not reporting any malicious activities, so unless you stole Google's security systems, that must be you. During our conversation on the "We do not care about you!" helpline, you also mentioned that you are aware that it is not the first time when you used other customers' vouchers. So, I have a few questions for you. Can I have my voucher back? Why did you use it? And why are you trying to avoid any responsibility for that? If you were already aware that situations like this happened before (calls with you are recorded), why did you not do anything about that? Why voucher security is not tightened like with the other companies, and why do you not care about your customers? How can we trust you with our data, including our credit card details, if our data security and safety mean nothing to you? A voucher might be a great example of a lack of good practices. Why you had access to my voucher after it was issued? Did you have a data leak? If yes, you have to inform us about it. If you would like to take a look into my case, give us our Christmas back and make things right, here is your case number - CASE-21410138. Police are already aware of that, and if you need a case number, please let me know. Just to make things clear - John Lewis is equal to Grinch. After what happened to me, I will avoid this shop and all brands related to John Lewis at any cost. I have absolutely no trust in them and, I hope that you will lose yours too. We must not support companies that support fraud and dishonest employees. Please be advised that I am reserving my right to contact the media about my case if I would not hear from you.
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Posted 1 year ago
Long shaggy dog story to do with made to measure curtains and track. Service absolutely abysmal. Customer service shocking. John Lewis used to be a good company , paid a bit more and good service. Not anymore. It seems they are employing the same inefficient muppets the rest of the country are employing. Not happy and please don’t send me a random message back with your platitudes . I’ve been through that loop and will be going into store tomorrow .
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Posted 1 year ago
What is going on at John Lewis ? It used to be possibly the top retail brand in the country. Service down and to cap it all the switch to Newday for the Partnership card has been a fiasco and I am cancelling mine ( when I get a statement ) after many years.
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Posted 1 year ago
Every thing
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Posted 1 year ago
My partner bought a Nokia T20 tablet online for our Granddaughter and after 3 months it would not turn on. Contacted John Lewis and was appaled by their response. They basically told us we had to physically return it to a store to be sent to Nokia (our nearest is 25 miles away and they would not accept at Waitrose] or post it to a store at our own risk and expense or deal with Nokia direct. I would advise the buyer to beware because the John Lewis guarantee is not worth the paper it is written on. We have always purchased from John Lewis due to the precevied additional protection that we believed wrongly to exist but will shop elsewhere now.
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Posted 1 year ago
Terrible customer service ,your staff should at least speak clear English I thought I was trying to speak to Mumbai
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Posted 1 year ago
John Lewis is rated 2.7 based on 2,391 reviews