John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,456 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,456 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

“I bought a dji mavic air from John Lewis 2month ago ,the drone was faulty they didn’t take any responsibility same as dji lost £800 less then two month.”

Helpful Report

Posted 7 years ago

“I personally don’t recommend to shop at John Lewis as company don’t know how to process the orders based on my experience: 1) I have pre-ordered item to get delivered; 2) online system indicated to me that item was dispatched; 3) after waiting for a couple days and non receiving goods, I have rung them up and surprise to me that the item was still out of stock and no logs or tracking number that my item was dispatched; 4) lovely lady requested to send the replacement in different colour which I received within 5 working days; 5) today I had email that I required to return the original item; Now, could you tell me how I can return the original item, if it hasn’t been sent? Do you you check the logs per order? My order number is 126264238”

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Posted 7 years ago

“Poor customer service and lack of care. Never ever will I deal with this company again t”

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Posted 7 years ago

“Bought a Seiko watch as a Christmas present for my husband which came in a box with a footprint on the cushion of the watch. Within 2 weeks the glass on the watch just chipped without any scratch on surfaces or hard surfaces or any sort of accidents. Reported it to the JL Stratford branch who asked for £90.00 of repair and maintenance despite the 2 years free guarantee. Purchase price of the watch was £118.30. Also, the watch did not have any plastic film on the glass which normal brand new watches would have. JL needs to reconsider their quality control check on their products and customer service at the Stratford branch.”

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Posted 7 years ago

“Having purchased a top end Panasonic TV in mid January 2018 and getting it installed by John Lewis engineers - the TV stopped working and went dead 8 weeks later. We reported this to John Lewis technology customer service department. We knew the TV was faulty and it wasnt the connection. John Lewis are refusing to refund or replace this TV as this one was clearly not fit for the purpose and faulty and only weeks old. John Lewis's customer service has gone down hill and this retailer is not willing to offer us a replacment or refund despite this TV being weeks old. They are only offering to take the TV away and to try to repair the TV which is not acceptable. We are completely disappointed with the customer service at John Lewis which used to be excellent. However, this is no longer the case - the customer service is awful, their call centre staff unhelpful and most importantly John Lewis do not take consumer rights as seriously as they need to do. I was a good loyal customer of John Lewis in the past but I will now purchase my goods elsewhere in future where possible. My recommendation to others reading this post is to purchase your TV or electrical goods at other retailers as in most cases the prices are identical wherever you purchase as compared to John Lewis most will have a far superior customer service policy.”

Helpful Report

Posted 7 years ago

“Ordered a Bosch cooker paid for the express next day delivery, two emails and one text delivery between 07.30-8pm and 2pm-9pm. Waited until the day of the delivery phoned customers service no record of purchasing the cooker. No cooker in stock I asked them to cancel the order big fuss. I ordered a more expensive cooker from “CURRYS” got it around the same price as the cheaper model from John Lewis. Excellent service from CURRYS. A week later after cancelling the item from John Lewis I received a email regarding the 3 year insurance plan and £80 taken from my bank. I complained about this I now have to wait up to 7 days for a refund. I informed Ben at John Lewis I will be requesting the cost of the phone call for their mistakes he informed me that John Lewis won’t refund the cost. Ben tel no 03456 049049 you will refund the cost of the calls and the wasted time I had to spend on the telephone the 6th and 12th April. Due to extremely poor service at John Lewis customers service. I Will see you in COURT. Lynn Ford needs to sort this out.”

Helpful Report

Posted 7 years ago

“Rubbish customer service and their warranty is a joke as they just don't honour their promise. Buy elsewhere like Currys if you are looking for electrical goods.”

Helpful Report

Posted 7 years ago

“Customer service from the Tech support team in Exeter is appalling. No one knows whats going on and the most used word ref online orders which have gone wrong, is "its not our responsibility"....unbelievable”

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Posted 7 years ago

“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.”

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Posted 7 years ago

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

Helpful Report

Posted 8 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 8 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.”

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Posted 8 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.”

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Posted 8 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 8 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 8 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 8 years ago

“Awful Customer Service”

Helpful Report

Posted 8 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!!!”

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Posted 8 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 8 years ago

John Lewis is rated 2.7 based on 2,456 reviews