John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,473 Reviews

40 %

of reviewers recommend John Lewis

2.7

Based on 2,473 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

“Gone downhill”

Helpful Report

Posted 7 years ago

“So I bought a phone from them. It was laggy and not amazing. I returned it. They say I sent them back a phone that doesn't match the serial number on the box!! They are sending it me back!!! So I will now have a phone that they sent me that I cannot return as it looks like it's not the correct item!!! I am at a loss as what I can do now. Awful predicament. I would never swap a phone and return another. What would I gain as the IMEI is traceable.”

Helpful Report

Posted 7 years ago

“If I could give zero stars for this review, I would. But I’d like to warn everyone to never order curtains from John Lewis. I placed an order in January to be told that it would be delivered by March. It is now May and I have still not received the curtains. Moreover, the customer service is simply pathetic. They keep telling you they will get in touch with you to give you an update on the order but never do. I still have received no date of when I can expect the curtains to arrive.”

Helpful Report

Posted 7 years ago

“I always feel we get good knowledgeable service in the soton store however the restaurant was poor value for money. A terrible cappuccino and not so good Americano One scon with jam -no cream £8.2!! The service was lackluster The carpet and some of the fixtures and fittings in the restaurant manky. We purchased a TV 5 stars @ £2200--great service.”

Helpful Report

Posted 7 years ago

“The worst customer service I have received for a long time!! This company blatantly ignore your emails and refuse to enter into any discussion or even acknowledge your complaint! Delivery service equally as bad and longer than expected lead times! I would never order from them again!”

Helpful Report

Posted 7 years ago

“beats head phones fell apart after 3 months, the customer service guy said "we see this all the time and you should get a replacement" We waited and got the message they would not replace and would charge £320 TO REPAIR A £290 retail price product. JL get better agreements with your suppliers sell quality and not tat Been a long term customer will not be going back”

Helpful Report

Posted 7 years ago

“Appallingly bad service, we were basically batted back and forth between JL and their terrible contractors Respond Services, neither of whom would take responsibility for a JL washing machine, still under warranty, that had had four call outs and had broken down irretrievably. Have been left with no option but to buy a brand new one (not from JL, natch). John Lewis has lost our custom, completely.”

Helpful Report

Posted 7 years ago

“I have been a committed John Lewis, Waitrose and Partnership card user for many years. I am very annoyed and fed up with the poor customer service responses I’ve received to a problem with one of JL’s high-end toilet brushes by Miller. It was purchased 16 months ago for the spare bathroom. I had bought the same brush 2 weeks earlier for the main bathroom because it looked robust and attractive. Having spent 2 lots of £55 on toilet brushes, I was dismayed to find the one to the spare bathroom tilting out of its ceramic receptacle the day after I’d used it to bleach and clean the loo. The brush head had completely shrivelled up. Bearing in mind I’d also used the other same brush to clean the downstairs loo and it still looks as good as new, the shrinking of the spare brush is totally unacceptable. Isn’t the purpose of a toilet brush to clean toilets? Why did it react to bleach (assuming that’s what has caused this problem) when the other one didn’t? I have rejected the first Customer Service response which claimed that the state of the brush is normal wear and tear after 16 months. NO IT IS NOT, JOHN LEWIS. (I had my old £12 brush for 15 years). The second response from the team was to ask for customer order number, name, address and phone number because they couldn’t find me on the system. ALL details had been clearly provided in my first email. So I resubmitted. Then lo and behold, they send me another email asking for the same details AGAIN. Almost a week has gone by and I still haven’t spoken to anyone senior or sensible. The entire customer complaints system appears to have deteriorated of late, it is disjointed and feels amateurish. I am not going to let this go as the brush issue is just WRONG.”

Helpful Report

Posted 7 years ago

“Just purchased a Samsung Galaxy s10 plus from birmingham, customer service was fine but they miss informed me about the free ear buds that where supposed to claimed after the purchase which they sold to me. I spell most of the morning finding out a good deal. Rang their customer services today just to be told to bring the phone back, that they can't do anything else. Just to make a sell this is not right attitude.”

Helpful Report

Posted 7 years ago

“Terrible customer service on the Partnership card. It takes at least five days to get any for of response. Not good enough”

Helpful Report

Posted 7 years ago

“BUYER BEWARE...three months after ordering curtains ..they cant find will not refund or cancel my order until they can find . When lucky enough to contact anyone by phone am put on hold to another call centre line..more music..music.. promises to call back never do. Went into store saw curtain manager ...cant find curtains told me I had received them then realised it was the makers who had received them... promised call back not received. JOHN LEWIS YOUR GAME IS PING PONG HOPING CUSTOMER WILL JUST GO AWAY WITH NEITHER THE GOODS OR A REFUND. APPAULING DISGUSTING WAY TO TREAT YOU PAST LOYAL CUSTOMERS.”

Helpful Report

Posted 7 years ago

“atm fee 2.94, really?”

Helpful Report

Posted 7 years ago

“Do not trust the telephone rep the information they give is incorrect. Do not trust the in store rep the advice they give is incorrect. Do not trust the details you get on your invoice or receipt this is incorrect. John Lewis will say anything not to refund a faulty product still under guarantee. Buy from a reputable retailer and forget about their misleading claims.”

Helpful Report

Posted 7 years ago

“Terrible customer service and will never shop with JL again, they don’t care about their customers, their views or feelings. This is why when I last went round the store it was virtually empty. I used to feel valued, those days are gone, such a feeling that you are wasting their time. After several emails back and forth JL win, I give up and get the message you don’t care. Had enough and will no longer shop here again, I’ll go somewhere where customers are valued.”

Helpful Report

Posted 7 years ago

“long expected delivery finally arrived for the Range cooker with removing the old one, my daughter was at home and the delivery/fitter man couldn’t find the cooker switch so he started to get angry and rude I have to ask him over the phone to calm down left the job unfinished and when called customer service they don’t seems to be bothered and told me someone will call but no one has Shame for such good company name ruined by poor operations and service”

Helpful Report

Posted 7 years ago

“I ordered a washing machine on16th april,to be fitted and tho old one taken away(an extra £40.00) Now after a lot of phone calls and 2 different delivery dates,I still cant get the problem of taking the old one away solved,I asked to speak to a manager and even that was to much trouble,So I told the operator I was speaking to ,To cancel the order56227982,John Lewis has just lost a customer”

Helpful Report

Posted 7 years ago

“I dont know what has happened to john lewis customer service it used to be the best. But when returning an item not used l was treated like a idiot and felt very uncomfortable. Will never set foot in another john lewis store again.”

Helpful Report

Posted 7 years ago

“I'm not going to write abusive remarks but just tell it as it is. JL Customer Service is truly appalling. Last Saturday, an adviser told me to dispose of faulty FitBit (4th one but that's not JL's fault) and refund already being processed. That was after 30+ mins of MY phone costs. This morning, after a further 30 mins, I was told product to be collected and refund not yet processed. A manager came on the phone and told me that a refund had been made in 2017!!! I asked if she had read most recent emails between us. What would a normal intelligent person expect the answer to be. Well, it wasn't, she said "No". Unbelievable. I am now waiting for another department to call me back to resolve the problem but I am not holding my breath. I have shopped at JL for 40 years and remember when it was a great organisation, I fear it is now utterly out of control and needs radical overhaul. CEO, Chair - why are you not taking action?”

Helpful Report

Posted 7 years ago

“Absolutely outrages service! I was sent a used item and a wrong item and when I complained they didn’t do anything, other than mild apology! It was such a hassle to go to collect it and carry it home without any bag as the box was quite heavy and then I had to return everything! My partner also purchased a juicer for £500 and was faulty and we got it swapped and again was faulty and they wouldn’t help and bin us off to the brand manufacturer so basically JLS 5tears warranty is scam and not to forget under EU law is actually 6 years. I am now in a process of taking this to small claim court as they are way out of order. They don’t care anymore other than taking people’s money, their service and attitude has changed! Just buy your stuff from the actual brand as these third parties are just making the whole process a nightmare and the stress it’s juts not worth it. It’s not healthy to go through arguments.”

Helpful Report

Posted 7 years ago

“I recently moved into a flat, but dont have a car and have a busy work schedule, so opted for delivery of a few bulky home items on a selected date when I knew that I could be home. I particularly wanted a bin delivered because it is big and was very much needed after a week of rubbish building up. The delivery came, but I discovered that the two section kitchen bin was missing. I rang John Lewis immediately and customer service said that it was DHL's error (package left in depot) and DHL would get back to me some time in the next week. Considering I had elected a specific delivery slot and the bin felt urgent to me (and I expressed this), I would have expected more than a vague answer like that and was surprised at the lack of overall ownership from John Lewis for this failed delivery. It may have been a DHL mistake, but the delivery service falls under the "product" that John Lewis is offering and customers are paying for. There was hardly an apology or interest in getting it to me sooner from the gentleman the line. I think he even laughed at one point because the item happened to be a rubbish bin. I took his name because I felt annoyed by his attitude then already. The following day I never got a call from DHL. Just a text in the middle of my work day to say the bin would be delivered between 6-8pm. There was no link or number to call if the time didn't suit me. I was not due to be home (this is why I had paid for a particular delivery day), so now this delivery was causing me hassles rather than being a convenience for which I paid £10. I may as well have got standard delivery. I ended up leaving work early to try and get home (i didnt feel like more hassle if I missed this delivery) and just caught the delivery man in time, but it inconvenienced my employer and it meant that I was late for an event in another part of London for which I had booked. Of course, the DHL delivery man said it was not his fault. More blame shifting. I got sent an email from John Lewis asking how I felt my case was handled. I was honest and said I was not happy with John Lewis service and asked for my £10 delivery fee to be reimbursed. I got a terse reply saying that DHL delivered the order on the selected day. The implication was that I had got my facts wrong - really poor. I then sent back a screenshot of the DHL text about the delivery slot from my phone to prove that the bin came a day late and that the delivery was not confirmed with me at a convenient time. No response. I rang John Lewis and asked tonspeak tons supervisor as I felt their service was poor and email unacceptable. The girl in the phone was at the best incompetent and took ages typing my statement and reading it back to me as though I was part of some formal hr grievance hearing. I said several times I would like to speak to someone and in principal I felt my £10 should be reimbursed as the delivery failed to be the service being offered. I have still not heard from John Lewis. I will never get a delivery from John Lewis again. I am really surprised at how bad the service is for a company which is on the quality, pricier end of the market and who promote themselves as having good service.”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,473 reviews