John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,442 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,442 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

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“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

“The item purchased and installed was faulty. That in itself was unfortunate but I was deeply disappointed at the lack of customer service to arrange replacement. Original purchase 9 Jan, still not resolved. Staff are helpful but restricted by rigid system AND irritating verging on pastronizing with constant use of pacifying phrases”

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Posted 7 years ago

“The products are fine. The packaging and postage and speed is terrific. But the customer service is incredibly slow and comprehensively incompetent. Nobody will read your emails, and they will never reimburse the objects you return. Just don't even try to send anything back. They suck.”

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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.”

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Posted 7 years ago

“Free delivery over £50. Free collection from Waitrose over £30. Free return to Waitrose. The whole process is so painless. I now buy most things through John Lewis.”

Helpful Report

Posted 7 years ago

“Did not honour their advert for free Sebo bags when I bought a Sebo after Christmas.”

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Posted 7 years ago

“I ordered a set of headphones from John Lewis online for £99. The sound quality was awful so I returned them to my local John Lewis store. I was told when I returned them that I should get a refund within 72hrs. After a week I was still waiting for my refund so I contacted their customer service team and was told it could take up to 14 days for a refund to be processed. After 17 days I contacted them again and was told they would investigate. After 20 days I complained again, as I had heard nothing from them, and copied their head office. I eventually got a phone call telling me they would finally process my refund. Terrible customer service and nobody seemed to know what was going on. They have really gone down hill in recent years.”

Helpful Report

Posted 7 years ago

“You get great help when buying and excellent customer service”

Helpful Report

Posted 7 years ago

“I have ordered a lot of items from John Lewis and their customer service has been exceptional. Very pleased with the all round service they provide.”

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

“They made me happy by respecting me as a Human Being, sending me courteous emails regarding the update of my order and dispatch date and arrival of goods without unnecessary packaging.”

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Posted 7 years ago

“Very good item purchased easy to use website and very quick and easy delivery to a store so no waiting in and could collect at my convenience”

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!”

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Posted 7 years ago

“John Lewis service is formidable, the products offered are of excellent quality and shipping is always flawless and fast. I've bought a lot of bed and bathroom products and I've always been very satisfied.”

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Posted 7 years ago

“I ordered online - the item was sent promptly and arrived in very good condition. The item was as advertised.”

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Posted 7 years ago

“I purchased a Kindle and knew absolutely nothing about them, it would have been nice to be given more information on all the things that it is capable of but I am working my way through the Usual Manual that is incorporated on it.”

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Posted 7 years ago

“Quick delivery and easy returns”

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Posted 7 years ago

“They usually are one of the best on price and their web site is very easy to follow.”

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Posted 7 years ago

“They don't deliver on time, as per transaction conditions, and they 'apologise for the inconvenience'. They either blame 3rd party suppliers or item being out of stock, when it's their clear responsibility to deal with suppliers and keep an eye on the stock. As a nice addition, their customer service talks with strong Irish accent, so good luck trying to understand what they say to you at the first attempt. I hope others were more intelligent than I and read reviews before attempting purchase.”

Helpful Report

Posted 7 years ago

“The process of ordering my product was smooth, they confirmed when my product was back in stock and ordering was easy. the kept me informed on the process of delivery and at what time....these guys just have it wacked with using the latest in technology to get the job done!”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,442 reviews