John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,445 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,445 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“After ordering online they might call you and say that they dont have the item on their stock. And you need to wait up to 4 weeks to get one or for the money back at least 14 days. Thats totally disgusting.. Don`t buy anything from them.”

Helpful Report

Posted 7 years ago

“Phoned and asked for more information about a gas hob. They emailed back basically saying they didn't know the answer but I could contact the manufacturer or their electrical department to get the answer ( made by John Lewis!) Rang back and asked again that they find out...apologetic and said would get back to me....two days on still nothing! Very unimpressed.”

Helpful Report

Posted 7 years ago

“do not adhere to there promise price match,appalling customer service”

Helpful Report

Posted 7 years ago

“I bought a BOSCH cordless vacuum cleaner on 27 December 2017 from John Lewis in Croydon. When I bought the item I was told by the sales assistant that the vacuum would last an hour before it needed charging again. I considered a more expensive model but was told that I would only really need that if I have any pets and I don'y. Unfortunately this is not my experience and my vacuum doesn't last longer than about 20/25 minutes before I have to recharge it for several hours. This is extremely inconvenient and so I returned to the John Lewis store today to complain about this.. The first sales assistant I spoke to agreed that there must be something wrong with the vacuum. He checked the internet and confirmed that the charge should last one hour and then directed me to Customer Services. Customer Services needed to test the vacuum and indeed it ran out of charge after 16 minutes in the store. (I had already used the vacuum for about 8 minutes that morning.) Once it ran out of charge Customer Service staff then came out with various excuses - this vacuum is only suitable for an apartment, this vacuum will only last 25 minutes on the middle power, this vacuum was only suitable for occasional use etc. I was questioned as to why I didn't bring the vacuum back earlier and was made to feel that I was in the wrong. Customer Services staff also disagreed with my view that John Lewis was misselling the product as I was quite clearly told that the charge would last for 60 minutes. I certainly wasn't told that the vacuum was only suitable for occasional use in flats or apartments! I am extremely unhappy with the way I was treated by Customer Service staff today and I would like this situation resolved as soon as possible. I cannot believe the attitude of the staff. I have always chosen to shop at John Lewis over other stores as I believed a customer would be treated fairly and reasonably by John Lewis should they need to return an item. This was not my experience today and it will certainly mean that I no longer chose John Lewis as my preferred place to shop.”

Helpful Report

Posted 7 years ago

“I have brought so many products from John Lewis, the price is normally good. The after care is shocking! The technical department is rude and unprofessional and seem to go out of there way to be unhelpful. Most recently I got my daughter a Tv for Christmas, after less than two months the screen is going green. They want to take the Tv away for unto 28 working days! Unbelievable its was £150, they want to leave her without the Tv for all this time, they didn't care.”

Helpful Report

Posted 7 years ago

“Several bad experiences include waiting all day for deliveries only to be told last minute that they're stuck in traffic or running late and need to reschedule; being told your order has vanished from the warehouse and you will has been cancelled; delivery men unable to connect an appliance because a vital part is missing; calls never returned; abrupt customer services; delayed orders and so on. Don't believe their guarantees hype either. If something needs repair, they tell you to call the manufacturers.”

Helpful Report

Posted 7 years ago

“Ordered a sofa and chair for around £2000. Sofa has broken within 2 weeks (frame clearly collapsed on the right arm) can only assume was dameaged before it ever arrived. Been trying to contact for a replacement for a week now - no action from JL, promised call backs 3 times - nothing and today advised they (might) have some feedback by next Friday !! All we want is replacement for a shoddy not fit for purpose expensive product. Just amazed the service is so bad.”

Helpful Report

Posted 7 years ago

“We ordered made to measure curtains and paid for them one month ago. Two weeks later they requested the payment again! Then the following week I had two texts from John Lewis stating that the curtains would be delivered to us, including a time slot. The time came and went. I then checked with the courier they used and was told that someone had signed for them in Bristol. I live in Swindon. I went to the store and was told by a manager that they would get back to me about it. I stated that I wouldn’t leave the store until I had an explanation. I was then told that I shouldn’t have received the texts as the curtains were sent & received by the fitter. I mentioned that I had rearranged my commitments so I could stay in to receive the delivery. Despite the fitter having received our made to measure curtains a week ago we have received no calls from anyone at John Lewis and still waiting to see the curtains and to have a date to have them fitted! This is all disgraceful customer service from a company that used to provide itself on tip top service. Buyers beware!!! I have just phoned John Lewis, yet again, and waiting for someone to call me back.”

Helpful Report

Posted 7 years ago

“I agree with comments below regarding John Lewis customer service, it is the worst I have ever experienced, I have shopped at John Lewis for years and until now would always have been my go to place. I had a carpet estimator came round on the 27th Feb (very pleasant and help person) who said that the formal quote would be with me in 2 days, I have since heard nothing. I have phoned approx 15 times holding on for over 30 mins each time just letting the awful piped music play, I have emailed Customer Services (automatic email saying someone would be in contact in 72 hours I have heard nothing), I then tried Head of Customer Services (automated email saying someone would be with me in 24 hours again nothing), I find myself again holding on the phone to try and speak to someone 10 minutes so far. I have also gone on the online chat and they were completely useless telling me to phone again. If I had an option I would be buying the carpet else where but unfortunately it has to match with carpet in the rest of the house. From a company that prides itself on it's quality and care this is unbelievable - people moan about places like Virgin, EE etc but they are 5 star compared to John Lewis”

Helpful Report

Posted 7 years ago

“Awful Customer Service”

Helpful Report

Posted 7 years ago

“Delivery between 2 till 9pm . Received text in morning to say delivery would be between 7 and 9pm, Received phone call at 8.52 to say cannot deliver and cannot give a date. Waiting for call to confirm a date.Furious!!!”

Helpful Report

Posted 7 years ago

“Didn’t receive item in time to give as a gift. Cannot purchase another as John Lewis customer services refused to refund my money despite the goods still legally being in their possession. Under the consumer credit act of 2015, they should refund the money on request. So that I can purchase the gift locally in time. If they had done that I would have gone into Norwich and bought the item from my local John Lewis store. Now, When I get my refund I will buy it from the Apple store instead. John Lewis has lost my goodwill and I will not shop with them again. The customer services were appalling and their refund policy is ILLEGAL. I fully intend to take this matter further.”

Helpful Report

Posted 7 years ago

“Ordered a carpet, curtains and blinds in Feb, people came and measured in Feb, heard nothing for a few weeks...... then the nightmare begins. We must have spent 25 or 30 hours on the phone emailing and chasing. Noone responds, when they do they promise they will call back, they don't, you practically have to manage the entire process yourself. I could understand a major renovation, but carpets and curtains are what John Lewis are famous for as was their quality.... 20 years a customer and spent £1000's there over the years..... never ever ever ever again . Total Nightmare”

Helpful Report

Posted 7 years ago

“Ordered a fitted bedroom and carpet first week in January. Since then dealing with John Lewis customer service(??) has been a nightmare. Where to begin? I have had to make at least 8 phonecalls - Getting through to speak to someone - 1/2 hour waiting time - every time - Being told someone would get back to me - never happened - Twice sent an email to 'Head of Customer Services - automated reply said someone would get back to me within 24 hours - never happened - Bed room was finally fitted today (quality disappointing) but still waiting on a date for carpet fitting - promised it could be coordinated to be very soon after. Looking like end March now - Several phone calls resulted in an offer to fit the carpet on 21st March (Another two weeks with out use of the bedroom and other rooms full of the decanted beds etc. - Good luck - the carpet fitter turns out to be a past patient of my husbands and offers to fit carpet on Saturday 10th (his day off). -Looks like the carpet will in the end be fitted reasonably soon after the fitting of the bedroom furniture but NOT due to any action by John Lewis and after a great deal of uncertainty and incompetence by John Lewis. Frankly this is not the level of service I expected from John Lewis. I have constantly had to chase up procedures. I had expected that using John Lewis for furniture and carpets would have been a seamless experience. All the other fitted furniture firms I consulted would have co-ordinated everything (including the minor electrical work I had to have done and redecoration of the room). They would in fact have been cheaper but I decided that I would go for John Lewis quality. I understand that John Lewis has been undergoing some administrative changes. This may be the reason why things are not going at all smoothly with my order but it is certainly not an excuse. I will never again use John Lewis. PS I left this same review on another review website on Tuesday and someone from John Lewis posted a reply. Stated that someone would contact me to discuss. Guess what, three days later and no phone call.”

Helpful Report

Posted 7 years ago

“Ordered a £1600 mattress and paid for the old mattress to be taken away. When our paid for time slot delivery came we were told 'got your mattress' as our greeting to which we replied 'great and you're taking our old one too' - the aggressive drive took great pleasure in telling us 'got no room'. He then enforced to my pregnant wife this point and intimidated her and me telling us he was going, he didn't care we'd be getting a refund and telling me to 'shut up'. The subsequent complaints process and refund took 4 hours on the phone on which john lewis advised that they'd keep the driver on the road delivering despite his threats and aggression because 'we've got deliveries to make' and were not at all concerned with the stress they caused a pregnant lady. They said they'd call back after the investigation the next day....3 days later they had never called back. A horrible, aggressive company with no duty of care that gives nothing. Why buy through them?”

Helpful Report

Posted 7 years ago

“I had a faulty fridge-freezer and after only 5 months the frozen food one was defrosted it took 6 weeks after they kept the part is coming in and then another phone call to say no sorry its not in, they said you can send it back and when we receive the faulty they would send another one out we will decide if its faulty, I said what about my fridge, when I phoned about cost of phone calls £57:00 I was implied to being untruthful, then I sent a receipt for the cost of the things I has lost they went through the receipt I had send in as the freezer broke the day after we had been shopping, good job I had taken a photo and said I had two gammon joints and Owen from John Lewis said that's not what the receipt says, I said nothing to do with you how much I buy he didn't realise we had family over 2 days later, we had to cancel obviously, do you leave your freezer with absolutely empty before re shopping with a family, IT WAS NOT THE MONEY I was cross about but the fact they thought I was trying to get an extra £5:00 out of them, after that I thought it cost me an awful lot of takeaways not every day but 5 weeks I would say we had 3 takeaways a week, will never shop with them again even if they are cheaper, I have never been so insulted in all my life.”

Helpful Report

Posted 7 years ago

“Customer standards are up to no scratch they are sinking faster than the Titanic what a shame. I have been customer for more than 25yrs my home is full of John Lewis products. Recently I purchased a computer only to find out the volume was very low I could hardly hear the sound. I called costumer service, explained the problem and advised to take it to John Lewis for someone to look at it. I spent 3 hrs 40 min in the store, only to be told it was going to be sent to the manufacture and it may take up 28 days. I called two weeks latter to find out what was happening only to be told its only nine day since you brought in the computer. No information was given, called back a week latter still no information on what was happening. I requested to know but still no information, 3 days latter I was called and informed my computer was ready to pickup. I went to pickup the computer they couldn't find it for 25 min, Finally when I got the computer I asked if it was fixed and the answer was yes. I requested to check it to make sure the fault was fixed. He wasn't happy but I insisted reluctantly he agreed. It took more than 1hr only to find out it wasn't fixed, when I asked what was fixed he couldn't give me straight answer. Now it was more than 2hrs spent then he told me there was no fault found and the computer was on the standard settings. At this time I was so dis-pointed for the time and money wasted, I requested to make complaint but was told I can only complain to the Head office and not in the store. I requested to see the store manager, but the store manager couldn't be bothered he just sent someone to see me when I asked him if he was the manager he said no he wasn't. At this time it was more than 3hrs I was tired and just wanted to get out from the store, he asked me if I want refund or exchange the computer as did not have the accessories with me I opted to bring them in and exchange. I returned to with a everything and picked out the computer to exchange I got informed they had it in stock, when I was making payment I was told they din't have it in stock and it will take 5 days for delivery. I was already tired and knew weather I complain or not it was going to get me anywhere so I agreed to the 5 days delivery. As I was driving home I received text from the sore that the computer will be delivered the following morning. I stayed home all day waiting for delivery only to receive text that delivery was refused. Called back only to be told nothing can be done all they have to do was investigate and called me back what shamble.”

Helpful Report

Posted 7 years ago

“Purchased 2 x Barbie Dream Houses at £249 per house and found it cheaper elsewhere but they wouldn't price match as it was an online company... Very poor show John Lewis.”

Helpful Report

Posted 7 years ago

“I have had an absolute nightmare with JL Southampton. Totally unhelpful. Have had to contact Customer Services on several occasions. Customer services staff obviously have a checklist to follow and cannot think independently. Lodged a complaint and was advised that I would receive a call back, no time given so rang again and advised of a time that someone would call. No call received, so called customer services again given a whole load of excuses. Then made a complaint via email which states aim to give a response in 24 hours - no surprises, 3 days later no response! Called Customer Services 5 times who just fobbed me off, eventually got thought to Vickki in Head Office, who said that they don't like to take calls from customers! I have given up. Really disappointed with John Lewis. They are not the premier department store.”

Helpful Report

Posted 7 years ago

“Terrible experience with John Lewis! Here is my latest experience with John Lewis: Last month, I went to their shop in High Wycombe to purchase Bosh integrated freeze freezer (fitting of the new and recycling of the old was also included). I was told that the delivery would be within 2 or maximum 3 weeks. After two weeks I got an email notification to call their customer service and arrange the delivery. When I called the customer service, I was told that the delivery would be in 10 days or Saturday, 10 February between 11 am and 5pm. I had already made some arrangements for early in the morning on that day so kindly asked the operator if would be possible to make the delivery staff aware not to come before 12 noon. I was told that I have to pay extra for it!? I was unpleasantly surprised because I did not ask for delivery at the certain time but to come a bit later because I was not sure I would manage to come back before 11 am. However, I have accepted the delivery to be made between 11 am - 5pm and cancelled my arrangements for that morning. On Saturday, 10 February I stayed at home all day and waited for the fridge freezer to be delivered. Nobody texted or emailed me in the morning to say approximate time of delivery. At 1.30pm I have called the customer service to check if they were still planning to come. I was assured by the operator that my case was in the system, delivery would be proceeded as agreed and someone would call me half an hour before the arrival. However, nobody called or showed up on my door between 11 am - 5pm. I was waiting until 6 pm then went to their shop in High Wycombe and asked for the full refund. In summary, we have been without fridge freezer more than a month. It took us more than a week to investigate where to purchase and decided to go with John Lewis because we believed that the work will be handled in a professional manner. However, John Lewis let us down as nobody before so after one month we are still without fridge- freezer. The trust to John Lewis has been broken and not sure if ever will be recovered!”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,445 reviews