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

“I ordered a set of pasta bowl's but unfortunately one was broken when it was delivered. Terrible customer service, emailed last week I was sent a case number but I haven't had any contact from them since. After numerous attempts I managed to get through on the phone but unless I had a computer in front of me my replacement couldn't be sent! I then managed to get through on the chat line to be told that I would be given a voucher for the broken plate but they couldn't send a replacement as it was out of stock. I have got neither a full set of bowl's or my money back and they are not interested. I have been told that my account will be credited for the cost on one bowl in five days time. Don't buy anything from John Lewis as you will not be looked after if the item arrives damaged.”

Helpful Report

Posted 5 years ago

“Customer service is the worst I’ve ever encountered. They have gone from excellent to absolutely the worst. They are extremely hard to get through to by phone. I had to give up more times than I got through often hanging on for half an hour or more before getting through and then being transferred and waiting 20 mins before I hung up In frustration. E mails have been unanswered even though I do have a case number so everything was documented from my initial complaint. I am £150 out of pocket due to their inaction. I cannot afford to lose this amount which came out of my savings as I am a pensioner. Having explained all this to John Lewis customer services I can only say that they do not care. I haven’t even been offered compensation. In one of my emails I did ask about this even before I learnt that I was too late to get the cash back. A very bad experience for me. I am drained by all the energy I have put into trying to get things put right and the frustration of trying to contact them by phone and then emails not being answered and at the end losing my cash back.”

Helpful Report

Posted 5 years ago

“Tried to call our nearest branch, Southampton to ask about a camera. I did not want to go there and then find out they either did not have one or that it was not what I needed. After listening to interminable recorded drivel and waiting an age whilst everything possible was not done to answer my call, I was told I was through to some call centre. Southampton apparently no longer has a direct phone number, they have to somehow contact them and ask them to call me. No wonder they are going down the tubes. Some of us can remember the days when their customer service was exemplary, and their profits were the envy of the High Street. Sadly the bean counters have put pay to all that.”

Helpful Report

Posted 5 years ago

“I ordered a bench over three weeks ago, first time the John Lewis delivery men could not find my house, I live on the village green! I had to arrange another delivery. Yesterday the bench was delivered, broken. On phoning I have to wait a week for them to collect and deliver another. I asked for a refund still have to wait a week for the piece of furniture to be collected and I can't have my refund until the piece of the furniture is returned to John Lewis. never had any dealing with a department store like this. cox and cox send out new delivery if something is broken immediately. Spoken to friends and apparently a friend had a cake stand delivered that was broken, but when she phoned they did send out a new one no arguments. So it appears the more money you spend the less John lewis care!!! Or each department has their own service method, or it just depends who you talk to. Can I say that one John Lewis customer service guy also put the phone down on me!!! So rude. Definitely not the shop who cares!! I am appalled. I have lost all respect and regard for John Lewis!”

Helpful Report

Posted 5 years ago

“I've had such amazing service from John Lewis in the past that I was totally shocked and disappointed with my latest experience. I recently purchased a TV from their online store. I very carefully removed it from the packaging making sure to maintain its immaculate condition to test the picture quality. When I was unsatisfied I called them to arrange an exchange for a different model - one that was more than double the price - and was obviously prepared and happy to pay the difference. The customer service representative informed me that it wouldn't be possible to replace the TV as it was not in a saleable condition. How is one supposed to know whether they are happy with a product by simply looking at the sealed box?! DO NOT buy expensive technical products from John Lewis, they will be of no help to you if you are unsatisfied, even if you're trying to give them more money. I will not be doing business with them ever again.”

Helpful Report

Posted 5 years ago

“Tv delivered damaged 23rd December reported it damaged to customer services who wanted a photo did as requested that was 11days ago still no answer tried 3 times to contact customer services by phone that’s a joke just constantly on hold would never buy from them again”

Helpful Report

Posted 5 years ago

“Laptop and Word ordered 5th Jan for click and collect 12th Jan at Waitrose. They have had 7 days to deliver it. Today I received an email saying the Word had arrived but the laptop is delayed. No explanation. Word is no good without the laptop to put it on!!!”

Helpful Report

Posted 5 years ago

“Price match query not answered promptly - then denied they had item in stock. When it is showing as having stock on line. On hold to customer service phone line for over an hour. Ridiculous.”

Helpful Report

Posted 5 years ago

“Paid a lot for next day delivery. The item arrived three days later. Spent over three hours trying to get through to customer service on the phone. Finally got through, but they are not interested. Customer service staff were rude and blamed the delivery company. John Lewis will waste no time taking your money, but don’t expect them to deliver promptly or take any complaint seriously. If you expect late delivery, a long wait on the phone and for the staff to be rude, you won’t be disappointed!”

Helpful Report

Posted 5 years ago

“Summary.. dont expect the quality to be better than elsewhere. what a shame...... I recently bought two sofas from JL. Had an issue with both, quality of seat cushions dreadful. They sent 2 people to 'repair' and they didn't do anything. They say there is nothing wrong with them. Even though you cant even sit on them without tipping over. Thats after a few months. I dont expect them to be better after a few years. I chose JL as i thought the quality would be better. Dreadful I also bought a bed. worng size delivered, when repalced it was faulty. They did refund this item though.”

Helpful Report

Posted 5 years ago

“I have been trying to get through to John lewis customer services 1st attempt waited 45 mins and gave up 2nd attempt 34 mins and gave up 3rd attempt 21 mins and still no answer! this is unacceptable for a big company like John lewis”

Helpful Report

Posted 5 years ago

“2nd time in 2 months when I have had terrible customer experience. Impossible to get through on phone. Messages not answered. Products very good but good luck if something is missing or you have any questions. I will never use again. The question on how I communicated with JL is a joke because there was no way of communicating. Strongly advise you shop elsewhere.”

Helpful Report

Posted 5 years ago

“I have been trying to order items on line since 13:00hrs its now 17:00hrs........Its seems that John Lewis do not see their customer service element as part of their bread and butter. How many customers have to complain before tis issue is address. Its so frustrating, in my opinion JL has declined in regards to this issue. If they are short staff why do they not recruit is this failure due to cut backs if it i they will end up like Debenhams of HMV ...BE WARNED”

Helpful Report

Posted 5 years ago

“Truly sad Chairs ordered on September for a 5 to 7 week delivery for xmas. Told they had run out of fabric . Due next week it seems. No one able to confirm. Have spent 30 minutes waiting on phone. Truly appalling experience! Will avoid buying at JL in future.”

Helpful Report

Posted 5 years ago

“The silence is deafening. No chance of getting the phone answered and the text service has made a promise I never expected to be fulfilled. Now text has asked me for my details which I have given them twice already and is on the text thread they are communicating with.”

Helpful Report

Posted 5 years ago

“Horrendous experience. What’s happened to our beloved John Lewis retailer? And where is Customer Service? I have now spend over one hour waiting to speak to a c/s representative, yet no one’s answered despite trying three times.. I went online to other review websites and saw that so many people are having the same experience. I found a couple of pathetic replies from JL saying that due to the unusually busy time of the year, it is understandable that they cannot reply as quickly as usual. So why are other retailers managing to cope and are answering the phone? I ordered a mattress and bed frame online, both showing “currently in stock online” (they still do!) an paid extra for a named day delivery. Yesterday only the frame arrived. No sign of the mattress. The delivery man called c/s (they do have a special phone number!) who said that I had purchased the mattress from one of their supplier and that the lead time was 10 weeks! Nowhere did it say that it was another supplier. As of this evening, the website is still showing “currently in stock online”. The most irritating part of it is the impossibility to talk to a customer service person. Someone from Watchdog needs to investigate this company. What happened to them. Who inside JL has made such dramatic changes that they went from HERO TO ZERO?”

Helpful Report

Posted 5 years ago

“SHOCKING SERVICE, DELIVERY, CONSTRUCTION AND AFTER SALES SERVICE. JOHN LEWIS IS ONLY INTERESTED IN YOUR £££££££££££ THEIR PLATITUDES ARE SAD AND IGNORANT. NEVER THEIR FAULT. DAMAGED GOODS, THEY DAMAGED MY WALLS. SPOILT CARPETS, DISGUSTED. NEVER AGAIN.”

Helpful Report

Posted 5 years ago

“Shocking delivery and erection of wardrobe. Room damaged. Wardrobe damaged. Could not care less attitude. Months down the line still waiting for John Lewis to rectify things. They blame everyone but themselves, no wonder their bosses has gone from 18% to 3%. Bits of broken wood stuffed under the wardrobe to make it level, looks cheap and disgusting. Never use this lot again.”

Helpful Report

Posted 5 years ago

“Appalling customer service they delivered my parcel to someone other than me after me informing them other parcels were being stolen they and Hermes delivered when I was out after agreeing to redirect mail to my sisters house they sent it god knows where with a signature that isn’t mine and refuse to either replace or refund my parcel and even worst are insinuating I’m being dishonest there customer service is the worse I’ve encountered and as a loyal customer will never shop with them again”

Helpful Report

Posted 5 years ago

“Been a John Lewis shopper all my life, will definitely be closing my account, after the terrible customer service of the last few days. It's an utter shambles no one answers phone, face app is a joke, no one answers e mail, to sum up, its as if they're doing there very best to hide from customers. I'm going to take a visit to my local shop tomorrow, and hopefully will be able to speak to a face. Also their online webs a joke, it's freezing all the time, making placing an order almost impossible.”

Helpful Report

Posted 5 years ago

John Lewis is rated 2.7 based on 2,445 reviews