Name: John Lewis
Rating: 2.66

“Bought an Apple watch from JL rather than Apple for the extra year's guarantee. John Lewis had been my default store for any purchase since they opened in Solihull and I have spent thousands there. You imagine their customer service will have an edge. Not so! When the watch developed a fault after 10 weeks John Lewis staff lied ( "by law we have to return it to Apple"), disagreed between departments (it's the Tech Support decision about whether to replace it or it's the individual store's decision), and sent a practically illiterate email probably intended to confuse its recipient. They insist on depriving my son of this watch for about 2 weeks in order to either confirm there is a fault prior to replacing it or sending it away for repair, depending on whom you talk to! They are only prepared to do the minimum required by law, and this is rare in modern retail. Losing a good customer's goodwill seems not to matter. Too complacent, perhaps? Well, not my default place to shop anymore. To say I shall never shop there again would be foolish but already my weekend's purchases of cosmetics for myself and gifts for friends have been made at Boots and M & S respectively. I just do not trust John Lewis to do the right thing.”

Helpful Report

Posted 8 years ago

“The returns and customer services depts are totally incompetent at processing refunds of good purchased online. I have repeatedly had to chase them and check they credit my account . They lack integrity as a company in this process and totally betray their own corporate image”

Helpful Report

Posted 8 years ago

“They are very slow are dealing with returns and they do not recognise their own terms and conditions”

Helpful Report

Posted 8 years ago

“SOoo Much went wrong. I should have walked out of the store when the furniture manager was so rude to my husband and myself after taking two hours to try various beds, deciding on a bed which was about £10,000, asking if we could specify COM (customer's own material), but were told that they would have to call the supplier and we could not pay for it today because of this. My husband was with me we said we would have some lunch and then come back to the department to see if they had contacted their supplier (who's representative was in the store talking to us, but he had to talk to his boss???? He was unable to make that decision himself). We went to have our lunch, then went back to the electrics department to buy a television, which we did, then looked at a wooden bed on our return for our teenage son. We ask the price of the mattress and bed of a double or king, and a lady went back to the furniture manager to inquire. He saw us and left us standing there for quite a while and had a great discussion with his staff member. Us jolly from the freedom of having no children for the afternoon, happily went over to him to be told that mattress was sold, and then said 'we were looking for you in the restaurant', and then started to imply that we were messing him around and being very peculiar, and said we spoke to our supplier and he said if you want COM it will cost 20% extra. I became rather upset, one that he had been looking for us in the restaurant and implying to us we had messed him around. I explained we had been to the electronics department and had just bought a TV, which really was none of his business and as we were up until this point about to make a 10,000 purchase we would expect a little less rudeness. I said I no longer wanted to deal with him as this whole incident had upset me. I should have left the store then, we decided that it was not a good omen to buying a bed based on this feeling of badwill. So we went to try to complete our orders bookcases and cupboards. We ordered two bookcases, two wooden stools, and a large german cupboard. Oh why, oh why did we do this....after the horrid man in the furniture department had already upset us both (this is head of furniture in High Wycombe). The shelves and barstools came, two weeks over the delivery date, after they had also changed the original Wednesday slot to a saturday slot as they could not find any record of us having paid, we had paid in full at the store, on that fateful day. I told the customer services this, but she did not believe me so without telling me cancelled the slot we had arranged. This was after it being two weeks late already. When it arrived my husband and i spent an afternoon trying to assemble it, i am really good at flat pack furniture, but these shelves were not stable or ever going to fit together, the ply chipped on attempting to assemble, it was so awful, ikea furniture is a breeze in comparison. I called the store with my husband, and asked them to collect it all as soon as possible, i would rather go to OKA and pay a little more but have a more substantial product which is assembled. My husband questioned the sense of them selling kitchen stools which had to be assembled by the customer, what if they fell apart, surely John Lewis was opening themselves up to all sort of litigation? We just want the whole lot collected, which we have arranged and will shop elsewhere in future. High Wycome staff need training up, the furniture manager was appalling. He lost a sale for 10,000, i don't think they care though. To question where we were, and then to think we were buying a cheeper bed after having 'wasted his time' ...no we were going to buy another bed, so spend up to 15,000 in your store, but in the end we are returning it all. The television is good, and the panasonic guy was lovely, but everything else was well below what one would expect”

Helpful Report

Posted 8 years ago

“Received the moritz console table today I'm so happy with it looks fantastic in hallway.excelkent quality. The delivery men James & Clint were so helpful unpacked console and took boxe away very pleasant .”

Helpful Report

Posted 8 years ago

“Like other reviewers on this website, I have made the decision to never deal with John Lewis again - this is despite having been a loyal customer over many years. The most recent episode can only be described as the straw that broke the camels back .... We visited the Glasgow store and ordered some flooring for 2 separate rooms in the house. We went through the order in detail with the sales assistant in store and confirmed what we wanted to order by showing him the specific flooring in the display books. He didn't know how to arrange for the Edinburgh store fitters to fit the flooring therefore we agreed John Lewis would supply the flooring only. (Turns out this was the one good thing - John Lewis had wanted to charge us £95 per room despite these being 2 small bathrooms - a local fitter has now completed the work for a total cost of £60) We had to wait 3 weeks for the flooring to be delivered (a local firm has since managed to order and supply flooring in 2 days). The items were delivered by courier and left in the safe place we had agreed. We opened the flooring packaging the night before the items were to be fitted and discovered that one item was severely damaged and had a long score down the middle of the flooring and that John Lewis had delivered the wrong item for the second room. We checked the John lewis website which advises Customer Services can be contacted up until midnight, 7 days a week. We telephoned that evening and held for sometime before the call was answered - transpires they could not help us over the phone as the order had been placed in store. We were told we would have to telephone the store ourselves during normal opening hours - the 'helpline' could not even take our name and nature of complaint and arrange for someone to call us back. I emailed the CEO of John Lewis that night and asked that she arrange for the matter to be investigated and that someone telephone me on my mobile number to agree how we could resolve the matter. No telephone call was received so later the next day I tried to telephone the Glasgow store. The automated system gave me the option to request to be put through to the flooring department and each time I tried this the call rang out, it asked me to hold then it cut me off. Eventually I telephone the store switchboard. The person there managed to transfer me to Alan who had been asked to deal with my email. Alan advised he had tried to call me however had done so on my home number despite me specifically asking for a call on the mobile I had provided. Alan advised he would have the damaged and incorrect order collected and asked me to try and select the correct item from an online page - I wasn't happy to do this as I needed to be sure the correct colour of flooring was ordered. He then confirmed that even if they knew the correct flooring to order it would take another 3 weeks for the replacement items to arrive. I was unwilling to wait that long so he advised he would refund the cost of the items to me. I then queried why this had happened, why wrong items had been delivered, why quality was not checked before delivery etc etc. Alan said he would investigate. He contacted me by email later in the week and made a number of excuses / apologies however it was clear there was to be no proper explanation. He offered me £30 John Lewis gift voucher as compensation. I responded to advise I found £30 low given the time I had sent having to phone and chase John Lewis, the inconvenience and the complete disregard for customer care. His response was more or less 'take it or leave it' I responded just after 11am to advise I would take the £30 however that would be the last £30 I would spend in John Lewis, I then forwarded his chain of emails to the CEO office again as I felt it important that she is aware of how customers are treated by staff acting in her name. This time I received a response from 'James' - he was even more unhelpful and unprofessional than the first member of staff I have waited 5 days and the gift vouchers have not turned up so I have emailed again. James responded to advise they only post vouchers on a Tuesday or a Friday morning and that as I hadn't emailed them until Friday afternoon I had missed the post. I have emailed to point out that I did email at 11.17am which was Friday morning. James has now claimed that they send the vouchers 'start of day' on a Tuesday and a Friday. It is quite clear that the staff employed in 'Customer Services' in John Lewis just makes things up as they go along - they have no desire to actually understand what caused the initial issue and take steps to learn from it and ensure future reoccurrences are avoided. It really concerns me that they claim to be acting on behalf of the CEO and yet the tone and manner in which they deal with customers is verging on rude and obstructive. If they really are acting in the way that the CEO of John Lewis approves of then this explains why there has been such a dramatic decline in the level of customer care and service being offered to loyal customers. This loyal customer will let her wallet do the talking and from now on I will never purchase from this organisation again”

Helpful Report

Posted 8 years ago

“I have had home and contents insurance through John Lewis for a number of years and on 27/12/16 due to escape of water had to make a claim. I have made numerous calls and sent many e'mails about the way the claim is being handled, however as it has been passed to loss adjusters they have totally ignored the fact my contract was with them and not even an apology. We still await repair works to enable us to use our shower room. Their customer service is absolutely abysmal. Complaint sent and acknowledged someone would respond in two to three working days. Still waiting. They really do need to look at the way they do business.”

Helpful Report

Posted 8 years ago

“Buyer beware - John Lewis is acting as a front for other suppliers and they will take little or no responsibility if anything goes wrong when the order is coming from another supplier, regardless of the fact that you ordered and paid for the product through John Lewis. They gave me four conflicting pieces of information about delivery times for a fridge, and then after waiting in since 7am for the promised delivery I finally discovered that the product had not even been scheduled for delivery due to a 'system error'. John Lewis said they couldn't possibly have known about the problem because it involved them and the supplier! They refused to rearrange delivery to suit me even though I am registered disabled and live alone, and I had got rid of my old fridge to make room for the new one. I am now left with no way of keeping food fresh, and they say if I want to rearrange delivery through John Lewis it will take between one and three weeks! A company of this size that boasts of its 'outstanding' customer service ought to have taken action to put this right immediately, but they would not, in spite of my pleas. I won't use them again.”

Helpful Report

Posted 8 years ago

“It's a shame I couldn't leave a zero rating as that about sums up the zero customer service I am receiving . I can totally understand why John Lewis only has a low overall review score. I am not alone it seems in my dissatisfaction with this company . I am currently in the unfortunate position of dealing with their uncaring and unprofessional approach to customer service . Their Facebook page is a joke , acknowledging comments as if they are going to deal with complaints in a professional and caring way , instead this is just a smoke screen for the company they really are, it looks like they are sympathetically going to deal with the problem , but all they want is the problem off their Facebook wall . We have brought many expensive electrical items and items of technology over the years , we had an issue with a microwave that has been repaired twice in a very short time , the first time we had to drive many miles to the repair centre and drop it off and collect weeks later when it was finally fixed , and the 2nd time although well still warranty was going to be charged £40 to collect it to repair it , luckily our persistence paid off and it was collected free of charge ( as it should be as the store we collected from do not accept them back for repair ) and we are hoping it doesn't fail again when just out of warranty . However this is not our only run in with John Lewis and their guarantees . When you buy an expensive camera ( well , to us spending over £300 on our camera is a lot of money) and you pay extra for an extended 1 year warranty ( 2 years plus another 1 year) you expect if you have a problem that John Lewis will help you , think again , they will fob you off hoping you will go away and forget about it and just expect you to swallow the rubbish they tell you . It started 4 weeks ago , we noticed whilst putting our Panasonic LUMIX camera on to charge before a weekend away that the rubberised non slip covering to the case is peeling off , the camera is just over 2 years old , very well looked after and always kept in a protective padded camera bag , I never expose my camera to dusty atmospheres , do not take on the beach or wipe over with any form of cleaner , my camera is in perfect condition , well apart from this worrying fault of the silicone type rubberised coating peeling off . It started as a small patch and just over a weekend of limited use , putting in and taking out of the camera bag it crept further across , each time leaving little flakes stuck to the camera or loose in the bag , these particles are at risk of entering the motorised zoom on my camera or behind the delicate and flimsy lens shutter door . Luckily on the way for our weekend we passed Bluewater and decided to call in to John Lewis to show them what was happening , expecting they would also think this was a problem , along with the marks we noticed were also appearing behind the back screen . They have a Technical Support area at Bluewater we found and although the assistant was extremely sympathetic and was horrified to see what had happened , they expressed their concern that the camera should not be exposed to contaminants that may damage the camera by entering it , eg. grit, dust etc and the minute particles that are constantly peeling and flaking off the camera whilst the case is deteriorating will be loose in the camera case , commented it's only a matter of time before the camera fails , the large motorised zoom could trap particles in it and seize whilst partially or fully extended, but on speaking to another department was told it was purely cosmetic , the assistant disagreed but advised us to take it further . Apparently the extended warranty is not even with John Lewis and they say it is purely cosmetic and does not in any way affect the working of the camera or put it at any risk , therefore the extended warranty we purchased in good faith is useless ! Unless I dropped the camera , as accidental damage is covered , so if I was clumsy or didn't look after my camera as well as I do and dropped and smashed it ,it would be covered for repair or replacement , surely this is encouraging people to purposely damage it , fraud and dishonesty, being honest doesn't pay obviously. In the next few weeks there was numerous emails back and forth to John Lewis who refused to budge on their decision and refuse to help me .We took a visit into our local Waitrose who agreed to send the camera in to the repairer for me as they felt it needed to be looked at , as John Lewis were basing their decision on something they hadn't even seen . Since then I have had many many emails back and forth everyday from John Lewis , they totally deny there is a problem still , at one time I was told the covering will all eventually shed off anyway so it will no longer be a problem ( isn't that then a worry as it shouldn't be doing that at all ) I replied that surely then it will have no non slip coating and will be less likely to be able to grip the camera especially as the front hand grip is pretty useless , still they say it isn't a problem and purely cosmetic, sometimes they are contradicting themselves. They then asked me for in excess of £80 to cover repairs and a replacement casing to replace the case that is deteriorating rapidly , although they say it isn't a problem they do agree to change it for a fee , it has now been reduced slightly as good will , what ? I don't think so , I shouldn't be paying any of it ! The guarantee is worthless and I paid extra for it ,plus they still have my camera and will no doubt hold me ransom for it . My contract was with John Lewis , I brought it from John Lewis and it is John Lewis who should sort this out , the camera is obviously suffering a design fault . The design of the camera ie. the non slip coating was only introduced for 1 model which is the model I have , and this model also lost the substantial front hand grip and was replaced by a pretty useless bar because the rubberised non slip coating is obviously meant to aid the grip you have lost . But in 2 years , 2 more models in the series has been introduced , both of which no longer carry the rubberised non slip coating ( I wonder why?) and the larger and more useful front hand grip was reintroduced . Obviously there is a problem but John Lewis are refusing to offer any help . I am only annoyed that a week before the problem with my camera appeared , we purchased another television with John Lewis , no doubt this is equally as useless guarantee and I only wish we had of purchased elsewhere, because I can assure you John Lewis will never get our custom ever again , nor will I ever recommend them to anyone . We were good customers for many many years , but John Lewis just do not care about their customers anymore and since I have had this problem I am becoming more and more aware of many other equally disgusted customers. I even had one reply from John Lewis concerning somebody else's complaint , it was actually attached to my email , very unprofessional and very worrying as it could have contained their address too , luckily it didn't , I expressed my alarm at this and it was just brushed off as human error ! How unprofessional ! Wouldn't you check your email before sending it out when you are dealing with many different customers details . It makes me wonder the competency of who you actually are dealing with when you speak or email customer services and whether they just send out standard responses , and whether they even actually know that they are doing . The below photo is only the beginning of covering deterioration, it has deteriorated much further , in only a few days use .”

Helpful Report

Posted 8 years ago

“Just popped in to buy a concealer and met a fantastic assistant called Carla She was impartial to all brands but advised on nars concealer but she went out if her way to find me samples of priemers from at least 3 different counters it was 6.45 pm Just brilliant!!! Made me feel great Keep up the good work John Lewis York I will be back soon!!”

Helpful Report

Posted 8 years ago

“I would like to say 'thank you' to Angela Milliken from Customer Services John Lewis for her excellent response to my complaint regarding gift vouchers. It was dealt with extremely promptly and completely to my satisfaction. I will still support John Lewis on the strength of their brilliant customer service and quality products.”

Helpful Report

Posted 8 years ago

“I was first a bit unsure if it was a good idea to order something from John Lewis UK to Norway because there are some bad reviews out there, but I decided to try. Ordered 2 nice mugs I have always wanted, and waited. 3 weeks later they arrived, but unfortunatly one of them was fractured. I took some pictures of it and emailed them, asking for a new mug. 10 hours later, they responded with an appology, and that they had already sent out an order for a replacement mug. 2,5 weeks later it arrived and the mug was all good. No extra charge, and did not need to send the broken one in return. very nice service! happy with my new mugs :)”

Helpful Report

Posted 8 years ago

“Alix the TV salesman at Ventura was superb. Took time to explain various products, neutrally and in plain language A credit to your store”

Helpful Report

Posted 8 years ago

“I ordered a microwave and a mixer from JL. The mixer was delivered and left with the concierge but the microwave was never delivered. Having left several notes to call me for delivery since I live on the first floor and cannot pickup the heavy item as I am pregnant, I did not get any call nor the item. And this was after having booked redelivery twice, stayed at home to make sure the order gets delivered to the door, I was told by the JL customer service that Royal mail is holding your parcel. If it is the issue with Royal Mail which they know having tried thrice to get the item delivered couldn't they just use another courier? To top it up I asked for a refund and I was told I will have to wait till Royal mail sends the item back to JL depot to issue a refund. So basically holding up my money for no fault of mine. I am utterly disappointed with JL and will not shop with them again. I used to think highly of JL but looks like they have lost the customer service experience which other stores are striving hard to achieve.”

Helpful Report

Posted 8 years ago

“WILL NEVER BUY ANYTHING FROM JOHN LEWIS I am writing with extreme disappointment for the service that i have received from John Lewis. I had given my Laptop for repair on 13-Jan-2017. It is over a month now and i have no clue about my laptop as i have been given differing information every time i have called John Lewis Technical Support team or when i visited the John Lewis shop at Stratford, London. The team has refused to give me an temporary replacement laptop and this has caused me serious trouble as i am not able to conduct my business properly for over a month now. They have promised that they will call me tomorrow to let me know the situation (as they have done several times in the past, but unfortunately i still do not know about it. I have visited the customer service department three times, the technical support team at Stratford around four times and have called the technical support line more than five times. Details of differing information provided by John Lewis Technical support team everytime i called or visited the store. 1 - Laptop has been repaired and sent to the store, you should receive the call from the store from collection (No call from Store for a week) 2 - Your laptop has been couriered to wrong place. The technical support team accepted mistake at their end. 3 - You Laptop has not been repaired due to physical damage, we will call you for Quote. 4 - You have accepted the Quote for repair. (John Lewis never told me the amount and i never accepted the Quote) 5 - Your Laptop has been sent back to the Store without repair.”

Helpful Report

Posted 8 years ago

“My complaint is not so much with John Lewis as with their couriers - Hermes! Every time I order from John Lewis and Hermes couriers are involved, everything seems to go wrong. On this latest occasion, I have waited in for 2 days and Hermes claim to have attempted delivery but no-one was in. NOT TRUE! I live in a block of flats and even if I wasn't at home (which I was) the porters at reception take delivery of goods and store them securely. On the same day that Hermes were 'unable' to deliver, I had a delivery from Royal Mail and Amazon. Time to find a more reliable courier John Lewis, or you will lose thousands of unhappy customers!”

Helpful Report

Posted 8 years ago

“NEVER KNOWINGLY UNINSTALLED I ordered a washing machine online. It wasn't delivered within the 7 hour delivery slot allocated. No communication from John Lewis to say there would be a delay. This caused me a real inconvenience as I couldn't return to work. Delivery had been passed on to a third party company. They arrived very late and were totally uninformed, and unhelpful. They moaned to each other from the moment they arrived. They removed the old machine but decided they couldn't install the new machine and wanted me to sign that I was happy with the delivery. I refused to sign, so they threatened to take the new machine away. I agreed they could take it, at which point they refused to leave my home until I agreed to sign a delivery slip. No explanation about the guarantee, the product or aftercare. After nearly nine hours of wasted time, I was left with the new machine uninstalled. My husband then managed to connect it up in a no more than 3 minutes. Horrible horrible experience. I will not risk repeating it.”

Helpful Report

Posted 8 years ago

“This was my first experience of JL - I usually shop at House of Fraser. Anyway I thought I would try their cosmetics department. The service I received from the Laura Mercier Department on Oxford Street was appalling and unprofessional. The staff were miserable, distracted and unprofessional. I was treating myself to a make over but it seemed too much trouble. There was a general lazy attitude so much so that I had to suggest products. Even when paying for products worth hundreds of pounds, I asked the lady who served me several times if she was sure that the right products had been included in the bag. She confirmed they had. I did not trust her so I asked three more times to which she said yes. To cut a long story short, I was not provided with the correct products and to my dismay the one product I had specifically requested was not put into the bag and the wrong colour, unbeknown to me was provided for another product! I live a few hours away from London so called them and emailed them over 4 months ago!!!! To date I have still not heard. I will stick to HoF as I have done so for the last 10 years.”

Helpful Report

Posted 8 years ago

“MY HORROR STORY - I WILL NEVER BUY FROM JOHN LEWIS OR WAITROSE OR ANYTHING WITHIN THAT GROUP AGAIN: Here's the story (names removed) This is taken from a complaint email I sent via John Lewis' online 31 Jan 17: Ordered £50 of shopping for my wife and daughter online from John Lewis' website. An email from Hermes suggested that they were supposed to deliver on Friday 3 Feb. In fact the email, sent at 11.51 claimed that delivery has been attempted by Hermes. I had been in all morning and my wife had been back since 10 a.m. Note that despite, John Lewis email of 2 Feb saying “Your order includes items that may be left in a safe location if there is no one available at the delivery address. Hermes will leave a card with further instructions if they're unable to complete the delivery or to let you know the item has been left in a safe location or with a neighbour” no note was left and although at least a couple of our neighbours were in and no attempt was made to leave any parcel with them. Also from the tracking information on the Hermes website it showed that the driver should have sent an email or text at 09:18 and that a delivery attempt had been made at 11:33. This was impossible as my wife had been in the kitchen preparing scrambled eggs at that time and the kitchen window looks out onto the front where the delivery van would have arrived. Even if the driver had missed the bell we would still have heard him knock and seen him. It is clear to us that the driver is mistaken about delivery to our house. At 12.21 I called John Lewis’ customer services number to find out what was going on and expected to receive the outstanding customer service that I had received in the past. Sadly not!. The John Lewis customer services attendant, only gave his first name which was okay by me as long as he could identify himself further which he did by giving me his employee id (fake I believe from subsequent conversations). He was flippant, totally lacking any empathy, unhelpful and unapologetic – in fact his tone was that these things happen and delivery would be reattempted the next day. He was not interested in the fact that the driver had obviously lied to us, Hermes and John Lewis. I asked to speak to his manager and he was resistant. In the end he said he would put me through to his manager. Instead he put me through to a totally different department - the Case Management Team. So here was another person in this delivery chain misleading me the customer. CASEMANAGER was a much better listener and did apologize but again did not seem to take the matter of the potential fraud committed by the Hermes driver seriously and said he could not guarantee delivery today. I explained that in my opinion given that the driver appeared to have simply lied and Hermes are John Lewis’ customer and we are yours, the least that Hermes should be liable to do is to immediately rectify the situation and deliver today. Again he said he could not guarantee this. I asked to speak to his manager who I was told is called XXXX and is on holiday. So I asked to speak to his manager’s manager and was told CASEMANAGER would fetch him and I would have to wait. I requested that CASEMANAGER speak with Hermes whilst I spoke to his manager and was told this would not be possible as I would be on the line. So I asked him to get his manager to call me back after listening to the calls and speaking with both CASEMANAGER and FIRSTPERSONISPOKETO. I asked for the name of his manager’s manager and was told that it would actually be another Team Leader – so it seems I had been misled. CASEMANAGER said MANAGER would be dealing with this. He would call Hermes and call me straight back in the meantime. I have had no call back from MANAGER. I wrote the above in a complaint letter as noted above and this is the response I got at at 23:30: “Thank you for your email regarding your customer service experience with John Lewis. At John Lewis, we aspire to offer the highest level of service and we are terribly sorry that, on this occasion, we have not met your expectations. Having reviewed your case, I can see that our Management team are currently investigating this matter. I can confirm that redelivery of your order was attempted at 3pm today and that another attempt is arranged for tomorrow, Saturday 4 February 2017. I hope this information proves useful. If we can assist you any further, please do not hesitate to contact us again. Yours sincerely, FIRSTNAME JohnLewis.com” In fact this is what happened: 13:04 CASEMANAGER 14:50 – 15:58 – I sat in the kitchen and worked facing the window in case the package arrived. It did not. 15:59 – I called the John Lewis customer services line and a lady took the call and said she would put me through to speak to CASEMANAGER whose extension I gave her – was on hold with horrid music for 12 mins. Ended the call and called back more music. 16:13 Called again – got a lady who was lovely and said he was only a couple of desks away and actually went over to him (without putting the horrid music on) and gave him details. She came back and asked me to hang up so CASEMANAGER could call me directly. He did about five minutes later and said he had spoken to Hermes and said they had said that they could not locate the new driver – had texted, emailed and left messages for him. 16.49 – Michael called again and assured me delivery would be made. This last call interrupted an important business call that I had already postponed by half an hour and which has not been finished as a result of having to speak with your offices for so long. 18:21 as no delivery had been made I called again and was put on hold again by ANOTHERPERSON while he transferred me to CASEMANAGER. Instead of transferring me he came back and said that he had been speaking to a manager about protocol – so again a lie – and that after putting me on hold for 4 minutes he needed to take some more information. I asked for the name of the ‘manager’ he had been speaking to and he said it was a large department and he did not know every manager’s name. I was waiting for a call from my wife so I did not have time to be put on hold again and cut the call short. 19:17 –I called again and spoke with YETANOTHERPERSON who refused to give me any form of identification other than her FIRST name and said that she was in customer services but would not say where. She also said that she would not give me her team leader’s name. She also made it clear that she was not aware of the calls are recorded and said that she did not give me a permission to record the course although I didn't say I was recording call I said that these calls are being recorded by which I meant that the recording what's been done by John Lewis she argued. 19:21 – FINALCUSTOMERSERVICESPERSON dealt with the call very professionally (except again refusing to provide more than a first name) – but I was kept on the phone for half an hour at the end of which all he could offer was that Hermes (who he had been speaking with whilst I held) wanted my number so they could call me to arrange delivery. He said Hermes had told him that the drivers only worked till 8 pm so unlikely the delivery would be made then as it was 7.45 p.m. and so it would be tomorrow probably. I reiterated that no one might be in – my daughter and I are going to London and my wife has a lot of things to do out of the house. I said that I felt I had given Hermes sufficient opportunity to remedy the crime committed by their driver and that I would need to refer the matter to the Police for resolution if they did not address the matter. I also suggested that the order be redirected to a Waitrose or John Lewis store for collection by us. I suggested that without prejudice you waive the order cost and give us a good will gesture on top. I asked that these matters be passed onto CASEMANAGER. I think it is shocking that a customer should be lied to and treated this way – I have shopped at John Lewis for many, many years and am an occasional Waitrose customer. I was about to get John Lewis’ broadband but had been put off by a lot of bad reviews – now I understand why. This is not the brand I grew up with and came to see as synonymous with quality and assurance. It is rather the brand that hates its customer and lies, is complicit in fraud and worse.”

Helpful Report

Posted 8 years ago

“What went wrong, well that would be everything! Wish I had read reviews on this site and Trustpilot before ordering online with John Lewis. Customer Service is appalling. Ordered trainers for Christmas present, received wrong size. Left a query about exchange via e-mail, no response so ordered from another company. Later received an e-mail two minutes before 24 hour deadline expired saying further to our telephone conversation (what conversation??? ) a replacement had been sent. Returned original pair with an RMA number and advised Click & Collect receptionist I did not want replacement. End of story, not! Received two texts and one e-mail next day to collect trainers so decided to collect them and return them myself. Trainers sent to Waitrose by mistake but could not be found, assistant rang John Lewis who could find no trace, had been marked on system as delivered, I don't think so. After several angry e-mails I was told that trainers had been wrongly marked down on system and I would receive confirmation of receipt and refund by 30.12.16, another mistake, very angry now because I had been made out as though I was the guilty party. Received e-mail 23.12.16 showing confirmation of receipt. But four weeks later, end of January still no refund. Disgusting service and no way to test customers. John Lewis you need to shut down your on-line operation it is not fit for purpose.”

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

John Lewis Reviews