Page 33 of 66 for John Lewis 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

“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 6 years ago

“John Lewis have completely lost their way. We ordered and paid for an integrated washing machine, plus fitting at £90, in the Sheffield store. The assistant was knowledgeable and pleasant. We were contacted regarding fitting and that was efficient. Downhill all the way after that. I haven't the time to go into too much detail regarding the fitting but they sent out someone who was rude, critical and wouldn't fit my washing machine!! Said the dishwasher had to come out, said it should be easy in easy out and we should get a plumber as, to cut a long story short, he wasn't going to fit it. We phoned out plumber and he was leaving for Australia the following day but came early evening to take a look. Said there was loads of room and the dishwasher didn't need to come out. As there had been a washing machine in-situ for 8 years our plumber had no idea why JL were behaving in such a way. Our plumber said he would have stayed and fitted it for us but the hoses supplied with the washer were too short. Next day my husband was driving all over the place to get extended hoses (the JL guy said the washing machine was too far from the sink - he said 3 meters - it is actually 1.25 meters but is was clear that the hoses supplied were very short). We then set about trying to find a fitter. Then, we got a call from JL to arrange to come back and fit the washing machine - we thought they were ringing to refund the fitting fee - and we were told that if the dishwasher was removed they would fit it. A long conversation ensued but JL insisted they would come back and fit it. We agreed for a new fitter to come from JL and they arrived few days later, and what nice guys they were. No problem to fit the washing machine. Didn't need the extended hoses as they had them on the van and they had no idea why the previous fitter had been so rude and hadn't fitted the washer. All this resulted in wasted money on our part. Wasted time, stress and no washing machine for longer than had been necessary. I wrote to JL to complain 4.5 weeks ago. Got a nice email back saying they were sending a gift card for compensation. Two weeks, two phone calls and one email later they constantly assured me that the card had been sent before finally admitting that they had sent it to an address we vacated 2 years ago. Bear in mind that we paid for the washer in Sheffield, live near Sheffield, it was despatched from Leeds and delivered to our address near Sheffield and they sent the gift card to NORTH SHROPSHIRE. Then the whole saga started again. Constantly told the card was coming - told 'ring back' next week. Today I have spent nearly 2 hours on the phone to 2 different people. After all this time, being told the card is coming, they told me today that they had to wait for the other card to be returned to them (what if it had been chucked in a bin? I am amazed the occupiers of our old address bothered to send it back) before sending another one out. Now they can confirm they have sent the card to - wait for it - another department who will send it out??? - and they don't know where in the process it is. They will not let me speak to a manager. They just have me running around in circles. I have asked for a call back but at the time of writing I am not holding my breath. 4.5 weeks being told the card is coming - me like a fool waiting for the postman. As far as I am concerned they have just made a very bad situation regarding the abysmal aborted fitting service much, much worse. I could have bought at Curry's and paid £44 for the fitting and I honestly wish that I had. 42 years of loyalty to JL and here I am writing a bad review. Sad really. Thanks for reading my rant!!”

Helpful Report

Posted 6 years ago

“Beyond shocked at how much John Lewis has lost its way. I ordered a leather sofa in January that was delivered damaged in two places one week ago. Could not fault the delivery drivers as it was damaged when they unwrapped it. One of the drivers immediately offered £100 compensation for one of the marks but had to return to the lorry which was on a yellow line. When the other delivery driver finished unwrapping the sofa there was another mark on the armwrest. I said please take the sofa away and replace with undamaged option. I was rung that evening to discuss but customer services did not have the photos that the delivery people had taken. They said they would ring in the morning. They did not. I left it two days then I rang again and was told the pictures would be assessed and somebody would come back to me within 24 hours. They did not. Then on Monday I was rung and had a ridiculous conversation about sending somebody out to see if they could clean the sofa. I sais no. I was prepared for a replacement or compensation as I would buy throw and cushions to cover up the damage. £100 again was offered. I complained and said it just was not enough for a sofa at a cost of £1,400 damaged in two places. I said I would be making a formal complaint and the woman said she would ring back in 10 minutes. She didn't. Two days later I ring yet again and am told by customer services that despatch is dealing with this and that I did not have my card to hand for a refund to be made to me. This is an UTTER LIE. I work from home and have my cards here. Then I was told despatch rang me back on Monday at 4.30pm. They did not. I am beyond speechless that customer services at John Lewis is both this shoddy and they actually now lie as well. I trusted them to be a better company than this and will now not be placing the additional furniture order that I had wanted for a matching leather footstall, armchair and dining table. I cannot trust them anymore for big ticket items. How sad is that to say about this company? I still await to hear the outcome regarding this damaged leather sofa as well. Buyers beware when purchasing large items from JL. I've learnt my lesson and will not be repeating it.”

Helpful Report

Posted 6 years ago

“Bought integrated dishwasher with full fitting service. Fitting poor, damaged new appliance and surrounding cupboards fitting. Minor leak since fitting. Leak worse over weekend. Called JL, 1hr later and 3 different departments = 5 day wait to get someone to look at leak. Refused to pay for emergency plumber/ faster call out despite water damaging kitchen. Refused to let me speak to a more senior person. PLEASE DONT PAY USE JL believing you get better customer service. This is untrue”

Helpful Report

Posted 6 years ago

“Terrible so so bad rip off we paid £3200 for a TV and it broke and we received one worth only £1,700 and refuse to pay the remainder really bad we have had to contact watchdog”

Helpful Report

Posted 6 years ago

“Really bad customer service the worst ever, lies and lies for months they are bad and have ripped us off terribly”

Helpful Report

Posted 6 years ago

“I have tried calling and get cut off - emailing and get ignored - it is illegal to take other peoples money and provide nothing - it is outrageous John Lewis are obviously happy to provide a dreadful service but I am not and am trying to get this sorted as I am working on behalf of a client but they still won't help I would heavily guide against ever using John Lewis - they are UNHELPFUL ILLEGAL AND CAUSE HUGE AND UNNECESSARY STRESS”

Helpful Report

Posted 6 years ago

“Every step of the process is poor. Unfortunately John Lewis blinds customer service is slow, poor, ineffective, inefficient, and I do not recommend anybody to buy made to measure blinds from John Lewis. It is now april 2019 and I had these blinds measured in September 2018, I paid over £4000 in October 2018 for these Luxaflex blinds, and they still have not been fitted. The main problem is that nobody in customer services takes ownership of an order which has problems, so when I wait a couple of weeks patiently for progress, I then phone up and find nothing has happened. ie you have to chase these people daily if you want to get anything done, and even then things they say will happen do not happen. Really poor service, and we buy lots of other home and electrical items from John Lewis, I have finally lost patience with John Lewis. And, it takes about half an hour waiting on the phone to get to speak to anybody, honestly, buy your blinds from somewhere else.”

Helpful Report

Posted 6 years ago

“I placed an order online for a Microwave. The delivery confirmation says 3 day supplier delivery. No communication of what the date would be. After 3 working days, I rang to enquire about the delivery. I spoke to a man who told me to ring another number, although he was polite, I thought he really should have been finding out for me. I rang this other number, which was still John Lewis and spoke to a really rude woman (think her name was Sarah) who shouldn't be in the job, she kept saying the delivery varies and she can't tell me when. I rang back on the original number to cancel my order, I was told they have to email the supplier first and then they will process the refund, it should take 48 hours. This was Thursday and by Tuesday, I didn't hear a thing. I rang back again, to be told to ring this other number to cancel with their supplier, but I refused and said they need to be chasing this for me as they are customer services. She was polite, however I felt she was trying to palm me off. Eventually after being on hold, they processed my refund. If I hadn't called I wonder how long I would have had to wait for it. I expect better from John Lewis and it has put me off ever ordering from them again. There should be clear communications about deliveries, after all people do work and I speak to the general public all the time and there is no need to be rude. Word of advice some of your staff need to be trained on having manners!”

Helpful Report

Posted 6 years ago

“I recently purchased a sound bar from JL online. After 5 months it stopped working. When I called technical support I was told that the replacement guarantee was only for 30 days. And, I would have to take it back to a JL shop to have it repaired, which would take 4-6 weeks. When I pointed out that a) I’d purchased it online so why should I take it back to the shop and b) that the nearest shop is a 50 mile round trip I was told, very politely, to take it or leave it. I then took it to the nearest JL store where I spent 20 minutes while the assistant logged my details (even though I’m a JL cardholder). When I asked whether they would send it back to me I was told they use ParcelForce but they would need to find a box and bubble wrap so it could sent to me. As you can imagine I’m waiting to see how it eventually returns. I would have expected JL to have simply replaced the sound bar and to have sent it to my house. Instead they have put the onus on me to transport the faulty product, to wait 4-6 weeks and then to still be unsure of the condition it will come back to me. It’s clear that JL haven’t got their act together with online selling and aren’t very customer focused. It was a bit like the 1990s. I like JL and will continue to buy stuff-from them. It just won’t include any electrical products or frankly anything that could conceivably need repairing.”

Helpful Report

Posted 6 years ago

“Absolutely Terrible I am appalled at the terrible service my partner and I have received from John Lewis and Partners Confident in the name, we went to our local John Lewis store at Bluewater Kent to look for new curtains early January. What a mistake that turned out to be: 1) Samples that we had ordered never arrived causing weeks of pointless delay – computer system changeover was blamed by the shop assistant when we returned to store to ask why we had received nothing. 2) During this wasted time our second choice fabric had gone “out-of-stock” so we were told that it would be 6 weeks for order, manufacture and delivery. We agreed, ordered and paid in full. 3) The day before the 6 weeks was up we called the store to check when the delivery was due. Only at this point were we informed that there had been an error in fabrication and that we had no curtains! No attempt to contact us about this had been made in all this time. 4) I wrote a formal letter of complaint to customer services regarding this poor level of service. This letter has neither been acknowledged nor replied to. 5) In desperation, I phoned customer services, only to queue for over an hour listening to how much they valued my custom! I gave up, insulted by the mockery of that message. 6) A call to head office was more successful, I stressed that it had already taken ages and that I had a deadline. They said that they would look into it, THEN that they had a solution, and THEN that more curtains would be “prioritised” for us to meet our date. Days later, we were told that the new batch of fabric was “faulty” and that they would need to find a branch that had stock left to start again and AMAZINGLY that they would not guarantee a delivery date. 7) The final email from John Lewis stated “At John Lewis we believe in managing our customers’ expectations” perhaps they should focus on meeting customer commitments and delivering on their contracts. I have cancelled the order and requested a refund. What a pity I can’t rate them as zero as that’s exactly what we got!”

Helpful Report

Posted 6 years ago

“Unacceptable service from John Lewis \… Unacceptable service from John Lewis \ CHS case manager Purchased a carpet , when it was due to be laid the fitter from John Lewis arrived with it saying it had marks on it, we spoke to John Lewis at this point asking if the marks don’t hoover out would we get a replacement. No, was the answer. They would send someone out to clean it. I wasn’t happy with this as it cost just over £2000 for a small front room. So we didn’t have it laid. We waited for a new one. At this point the fitter would have had an empty room, because our new sofas were due to be delivered in the next few days. The new carpet arrived but we now had the sofas in room, I helped the fitter move to the middle of the room. The fitter was left alone in the room for 3 hours. Once the carpet was fitted and the fitter had left , we began to tidy up. We noticed a rip in the back of the sofa at low level which wasn’t there before the fitter arrived. In my option I feel that the carpet fitter has done this with a gripper rod, accidentally. When I contacted John Lewis ( our case manager ) She said she would speak to the fitter. The fitter has denied doing this and said the rip was already there, if this was already done then he should have pointed it out to us there and then because he would have known he would be likely to get the blame. The sofas were in perfect condition on his arrival as they had only been delivered 11days prior our case manager has said because the fitter has denied doing this there’s nothing we can do and there’s no one else we can complain to and if we continue to complain it will only get passed to her. I visited the store at bluewater on 28 feb 19 , and explained everything that had happened and requested someone else deals with this as our case manager has been most unhelpful and has an extremely poor attitude towards customer relations.”

Helpful Report

Posted 6 years ago

“Absolutely terrible. Spent three days chasing up a delivery of a washing machine that they failed to deliver. Spoke to 5 different members of the customer service team and they were all hopeless. On hold for hours. In the end I had to cancel the order and go to AOonline. They are USELESS and they are economical with the truth too. Awful - never going there again.”

Helpful Report

Posted 6 years ago

“Parcel supposedly delivered but never received by me. Company making me out to be a liar even though I have asked for a replacement item and not a refund. Numerous telephone calls and emails on my part with promises of replying within at worst 7 working day!”

Helpful Report

Posted 6 years ago

“John Lewis slogan of never being undersold Is exactly the opposite of what happened with us we went to buy a tv and was told John Lewis was the best place to get one from because of the warranty. So we brought our new 4K tv from our local store with 5 year warranty, we also purchased added care on top to make sure it would be fully covered for 5 years. We have had the TV for just over a year and had generated a fault so we ring up John Lewis and they agreed to send out an engineer. After the engineer had been they rang back a few days later saying it would not be covered by either the John Lewis 5 year cover or the added care which when we brought the TV we were told that everything would be covered regardless by the sales team. The customer service team were reluctant to give any kind of response and had hung up on us 2 times trying to understand why it wouldn’t be covered! We spent 3/4 hours trying to resolve this. After the 3rd hour they were very reluctant to let us speak to a manger and were rude trying to defer us from escalating the claim. The manager then said part of there terms and conditions was that the part we needed which was faulty wouldn’t be covered under warranty or added care but could not quote from where that was stated in any section of our agreement after another 30 minutes they finally agreed to have the tv repaired but believe that if we hadn’t of kept on the line it wouldn’t have been resolved! I believe that John Lewis on this occasion have been a disgrace and going against there own motto of never underselling anyone!”

Helpful Report

Posted 6 years ago

“JL Chichester loses £24,500 carpet order due to a catalogue of errors. After so many years of great service I am very sad to say that my very recent experience has forced me to cancel my order, costing me lots of money. The product looked good, the quality and price fair but the service appalling with no one seemingly knowing what was going on. The original guy who came to measure the house lost half of the measurements, requiring another 4 hour visit at a later date, the carpet we chose from a sample in the store was discontinued and then, suddenly back in stock, only to be discontinued again. After taking our money, and promising a delivery date, this being confirmed by JL by phone after the order was placed, we then found out that the yarn had yet to be dyed, the carpet not yet made and the delivery date would overrun by about 2 months.....although they couldn’t guarantee even this! With a house full of builders and painters working overtime to meet the original promised installation date, this has cost us a small fortune. Trying to get anywhere via the customer service number is a nightmare, even at director complsint level and I have spent forever on hold listening to the JL music! Today I was put on hold for over 15 mins whilst the man I was speaking to attempted to put me through to the complaints unit ....if you cannot handle this, the lord alone knows how you can expect to continue trading effectively? I really do despair and have hated to see my old fried JL go so quickly down the tubes.”

Helpful Report

Posted 6 years ago

“Ordered and paid for sofa in Oct 18, John Lewis delivered wrong sofa in Dec 18 and delivered second wrong sofa in March. 7 days since 2nd wrong delivery and 4 calls to customer service find out they still haven't looked into my issue! Appalling levels of service not expected from John Lewis.”

Helpful Report

Posted 6 years ago

“Having lived close to John Lewis on Oxford Street for 30 years, I have furnished several homes with them and have had nothing but the best of service, especially when something has gone wrong (which lets face it is when you want good service). I recently moved north and was overjoyed when they opened a branch in my new city, but what a disaster. The staff are not up to JL partner standard by a country mile and my recent experience buying and having a carpet fitted by them makes me think I will never buy anything from them that I can't physically take from the shop, and even then I would frame the guarantee or at least laminate it since just because you bought an own label product from them is not proof enough for them to honour the guarantee. Things started well, the estimator came out within a couple of days and gave me the estimate which I accepted and paid upfront for the carpet. Two weeks went by with no contact then I got a text to say that my carpet was in the warehouse and would I phone a Manchester number (centralised scheduling team) to arrange fitting. This I did and after being on hold for 28 minutes!!! I was told that it was a mistake and the carpet fitter in my city handled their own diary and I had to wait for them to contact me. Another two weeks go by and I get a phone call from the Manchester team offering me a fitting date three weeks hence. When I queried the previous 'partner' advice the man on the phone rather rudely said "do you want the appointment or not?" I carried on trying to find out why the 7 week delay and he said he was very busy and was terminating the call as I hadn't accepted the appointment!!! I was flabbergasted to say the least. Later that day another person from the Manchester team phoned me to offer me the same appointment and as I needed the carpet and couldn't cancel the order as it had been cut from the roll I accepted. I asked for a courtesy call the day before fitting so that I could plan my day. Of course that never happened. The fitters (sub-contractors) turned up at 9.30am on the day and were excellent and I am very pleased with the carpet but the Manchester team are absolutely appalling and need a rocket up their collective jacksies IMHO. One further point, the fitters were here for a couple of hours and I gave them coffee and bacon rolls, its amazing the stories people will share over a bacon roll. It seems that they are also unhappy with the Manchester team who treat them just as badly as they treated me with regards answering the phone and rudeness. It also turns out that should count myself lucky that the correct carpet was supplied because the number of times the behind the scenes team in Manchester foul up is truly mind-blowing. By all means look at John Lewis for a carpet, but take a sample to your local carpet shop and get good service, I wish I had.”

Helpful Report

Posted 6 years ago

“I'm having an horrendous time with my camera that's only 5 months old.I was told to take it to John Lewis.Never was a told I could send it directly to Nikon.I was led to believe it was set for repair.When I looked the company up it was sent to it was not an authorised Nikon repaired.When I have challenge it I have had untruths told.Told it was only sent there for inspection regarding condition.Yet this was checked by John Lewis and documented on hand over sheet.Then when I chased up again I was advised it was still being assessed and they may not have part.Which one is the truth? Then advised the non author repaired had sent it to Nikon yet they could provide no job number or info.Told that the shop is was sent to did the liaison and it woukd be returned there when fixed.I lodged a formal complaint and asked them to listen to my calls to John Lewis.They promised to update today.I message was left on my answer phone from John Lewis with a name and contact number.When I rang they had no idea what the message was about.Held on phone for 30mins while they searched through notes.12 days on I have no idea what's happening with camera.Worried sick that a non authorised firm has touched it.Concerned it's being passed around in transit and when or if it comes back it's possible it may be damaged further.I purchased it from John Lewis due to the fact they offer good warranty.I was advised by another high street shop that if I had to use warranty I woukd find out it's not as easy as your led to believe.Its all proving fact.I was booked onto camera courses now I have no camera.I'm at breaking point.Im so upset and wonder if this will ever be resolved.I have loss all faith in this company.My experience has been truely horrific and continues to get worse.I wished I would of purchased from another retailer. Worst of all it was my right to know I could of took camera back to Nikon. They told me to take it back to them. Surely this is not right.Why are they not advising this when you ring up the support team.I would not be in this mess now if I was given that crucial information”

Helpful Report

Posted 6 years ago

“I ordered some computer accessories today 20 Mar 2019. TOTAL VALUE APPROX £300.00 Received confirmation that order being processed. Then at 18.07 I received E Mail advising my order had been cancelled. Called the Chester branch to find out why. Very negative response - could only tell me that it was a "security Check Problem" Unable to help me beyond that. The funds have been taken from my bank account - so it's not that. I don't have a criminal record ////// Lived at my present address for the past 14 years. But still unable to find out why they have cancelled my order. It's like being charged with a crime - being found guilty - but no one will tell you what you've done. Have bought numerous items over the years from J L but that's the last time they will get any more business from me. If anyone at J L is interested ( Which I doubt ) my order number was 214375655 Read the Daily Mail in the next few day - I have sent them a copy of this E Mail. Name and address withheld:”

Helpful Report

Posted 6 years ago

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