John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,434 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,434 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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Anonymous

Anonymous // 01/01/2019

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“Purchased a integral JL fridge freezer in March 2013, in May 2016 the fridge stopped working(just out of warranty) we paid £800! Expecting a longer life the 3years because the engineer we paid for, explained it would cost £350 to repair. We purchase all of our white goods from JL. We are now in long draw out negotiations with customer services over the problem and the faulty product and the massive gap in purchase price and its durability. We are shocked by the customer service expectations from us, paying for repairs and getting reports to verify our situation. When we thought we were paying for a quality product from a reputable retailer. Sorry JL but feel very disappointed with your responses and we still have no working fridge????”

Helpful Report

Posted 8 years ago

“John Lewis have gone from retailer of choice to simply more expensive than the rest! I have used them for everything for years but recently had the misfortune to actually need their Customer Care regarding an issue over my £799 camera. I bought it with JL Accidental Care Cover. This cover, although advertised as JL service, is not provided by JL it's provided by a third party called The Warranty Group (see small print). They couldn't care less about customer care and are in it purely for profit. I contacted them over a very small accidental damage and the camera went in for repair. The quality of repair was shocking and the camera came back with major problems. When I contacted JL they dropped me like a stone the moment they found out it was accidental damage and refused to get involved in the issue even though JL sold me the cover on the pretence it was their service. The camera had to be sent to the manufacturer for a professional repair and the resale value of this was severely affected. Still JL took no interest in resolving the issue. I was offered £25 compensation by the Warranty Group so immediately contacted the Ombudsman who got involved and agreed with me. The Warranty Group couldn't be bothered offering them a reason for the shoddy workmanship and, needless to say JL still aren't interested. I'm now waiting for my settlement amount. I will not be using JL for any further goods as I strongly believe they offer nothing more than the standard high street competitors, except higher prices. They may well offer guarantees with their products but they're not worth the paper they're written on if they fight you over every single issue”

Helpful Report

Posted 8 years ago

“My daughter and I and her future mother-in-law visited the Oxford Street store's children's department on Friday last week looking for bridesmaid dresses. I just wanted to say a very big thank you to the gentleman who was so very helpful to us, unfortunately we did not get his name. We did not have the girls with us (we had arranged to take them shopping the next day near to where they live at Bluewater)so were unsure about sizes and he suggested we purchased the sizes that we thought were right as stocks were running low, just in case Bluewater did not have the sizes. He was spot on as there was not one in their size at Bluewater and the dresses we had bought fitted perfectly. Thank you once again”

Helpful Report

Posted 8 years ago

“I tried purchasing an item and it got cancelled. They called me for the security chenck and told me everything was fine but 10 minutes later I received an email saying that the order was cancelled. I called to check what happened and they told me to put the order thru again. This second order also got cancelled even though the security check was done and it was all correct. When I spoke to customer service a second time to see if i could purchase the item at the store, they hung up on me. No return call, no reason for the cancellation. If they cannot successfully sell items online they should stop making the service available.”

Helpful Report

Posted 8 years ago

“Jenny (Cheadle store) who was working in the fitting room was extremely helpful when I was looking for a pair of jeans. She went the extra mile in bringing lots of different fittings/brands to try and find me a pair that fit. Thank you Jenny for all your help.”

Helpful Report

Posted 8 years ago

“Bad company”

Helpful Report

Posted 8 years ago

“I have made many online purchases with John Lewis with no problem whatsoever however the last two purchases I have made have gone horribly wrong . The items have been delivered on time and all present and correct however some of the items that did not fit me and were subsequently returned to the shop using their returns service. My parcels were both dropped offmy to my local little Waitrose store, what then happened was that one of the items was credited to my account whilst John Lewis did not acknowledge that the other items had been received by them. Then on both occasions I emailed and received the usual 'we will get back to you in 24 hours' standard and that didn't always happen, my emails were not followed up and it led to me having to call them to get the position rectified. They did rectify the position however I shouldn't have to go through this and there is clearly an issue with the returns service so I will not be using John Lewis click and collect anymore choosing to purchase my online goods with companies who are up to the job.”

Helpful Report

Posted 8 years ago

“My Bosch slimline dishwasher, purchased late Fe 2016 has just broken down. John lewis support staff tried to fob me off onto the manufacturer re a repair - after 3 months they should replace immediately. Bosch cannot come for nearly a to fix their broken machine, so I called John Lewis customer service who tried to wriggle out of doing anything more to help. Am awaiting a call from Holly at JL who says she is trying to help me. I suspect she will do nothing or even less if possible. I have been a super-loyal customer of JL for years. I would now avoid, avoid, avoid. There is no backup or appreciation of customer loyalty. Go anywhere but John Lewis”

Helpful Report

Posted 8 years ago

“I spend ages today trying to find a hat to go with my outfit for my sons wedding. When putting a hat back on display, a lady called Catherine, Head of Department? In the Edinburgh store, asked if she could help. She spent over half an hour with me trying on different hats and facinators, showing me the correct way to wear them. She then suggested we go and get the outfit I had brought and had got at home, from a concession in the store, so we could match the colours. She then got some feathers from haberdashery and showed me how adding them to the hats could change the look and tie all the colours in. I can't praise her enough. I came away with a fabulous fascinator and feathers to customise it. She went far and beyond the customer service I would expect from John Lewis.”

Helpful Report

Posted 8 years ago

“Is there any less than a one star???? I live in Australia and my friend posted on Facebook they had bad customer service from John Lewis - the world has gone mad we thought!!!! To our complete disgust we bought a laptop whilst on holiday in the UK and John Lewis over charged us almost £1500!!!! Trying to get the money they STOLE from us back is almost impossible - and we will be reporting them for fraudulently stealing our money. We have spoken to several STUPID AND INCOMPETENT customer services representatives and been told that the manager will call us back and he never does - what sort of service is this???? Everyone share this post please so people know how incompetent and fraudulent this shop is - disgusting. I would like to say the matter has been resolved, but I'm boarding a plane in a few hours and instead of spending these precious hours with family we have to be on the phone to people I can only presume are complete idiots. I expect John Lewis will remove this post - and I will continue to put it back - what a bunch of d******** And then John Lewis are sorry to hear you had a bad experience but don't really give a toss!!! As they still can't solve a single thing”

Helpful Report

Posted 8 years ago

“I ordered a smoothie maker on 27th for delivery on 28th for a local pickup at a waitrose branch. But when I went there it wasnt available. I then had an emal saying it would be available later on that day or next day but will be confirmed by email or text once is available. I waited but did not receive anything so sent a message few days ago and didnt receive any reply even though their auto response says that will get a reply within 24 hours. I then visited to the waitrose today to see if they had sent but they said they have not had it. After they contacted the department first they said it was sent on 28th but the stores said they have not had it. Now they gave me a date for tomorrow. Not sure if I would receive this time! But the money had been debited to my account straight away. I will never use them again!”

Helpful Report

Posted 8 years ago

“Recently I visited the Haberdashery department in John Lewis Brent Cross. I was very impressed with the way the knitting yarns and equipment were beautifully arranged. cotton reels, buttons and all manner of sewing aids were tastefully displayed. I had a knitting query and needed help, and I got much more, politeness and help with my problem. I felt comfortable and ended up visiting the department again. I would like to say a big thank you to the staff particularly the lady who solved my knitting problem.”

Helpful Report

Posted 8 years ago

“I ordered some Finlay seating units on 29 January 2016 from the Kingston branch. The sales assistant said they should be with me by Easter, although the normal delivery time was 8 to 10 weeks. Easter came and went with no delivery. March 25 (8 weeks) came and went too, as did April 9 (10 weeks). Throughout this period, I was calling John Lewis, both the store and their distribution centre no-one could tell me whether the gods had been made and/or where they were. What was particularly galling was that these seating units would have taken about two days max to make and upholster. As is often the case with John Lewis, they build in long lead times as a means of financing themselves. In this case, they'd had GBP 1,500.00 of my money since January 29. Eventually, I received a call and a delivery date was agreed, viz 4 May between the hours of 07.00 and 14.00. At about 9.00, a lady from their Park Royal distribution centre called to say that the delivery was en route, but that they did not have all the units. They could not find them all. I said that I had taken time off work and was not prepared to take two days off to receive two deliveries. She said that I had (sic) to wait for the partial delivery. I asked her whether, if she ordered a Christmas turkey, would she take delivery if only the legs were going to turn up with the rest of the bird expected at some unspecified date in the future? I told her to call the delivery lorry and cancel the delivery, as I was not going to be in. She told me that, once out, their delivery lorries could not be contacted. I subsequently discovered that was a downright lie. After a few complaints, another delivery date was agreed, viz 26 May. To "compensate" me for the shocking service, they gave me a two hour slot between 17.00 and 19.00. At 13.30, a message was left on my phone from the Park Royal delivery centre to say that they could not trace parts of my order. There was still a chance the order would be out that night, but it might be the following day. The caller said they would waive the GBP 19.00 surcharge for the two hour delivery slot !!!! I called to express my disgust (I was in no way impolite) and asked them to call me by 10.00 on 27 May to confirm delivery. They did call...to say that they could not find the arms that went with my units. I told them that, after 4 months, they could keep their goods and I now await the rebate to my credit card. That evening, a person from John Lewis called to ask me whether my delivery had arrived ok and if I was pleased with the goods. I asked him whether the left hand of John Lewis knew what the right hand was doing, as no delivery had been made and I had cancelled the order having waited 4 months for it. The next day, I received an illiterate e-mail apologising and offering me a GBP 100 John Lewis voucher. Here is my e-mailed reply: Dear Mr Khan, Thank you very much for expressing your concern and for calling me earlier. As for the £100 gift card, please kindly find the person responsible for the disgraceful way in which I have been treated and insert it into their cloaca. Of course, vertebrate mammals do not possess a cloaca, but I cannot believe that the person who caused this mess was a homo sapiens. If they are, then I leave it to you to decide where to insert it. I certainly want no gift voucher from you. Regards Paul Luke”

Helpful Report

Posted 8 years ago

“poor quality ,poor service and disgraceful customer services, issuse still not resloved well done John Lewis, will be cancelling my other order and sadly won't be using your services again”

Helpful Report

Posted 8 years ago

“My son ordered a picture for us, when it was delivered the packaging was wet and the picture torn in one corner. He contacted them and arranged for it to Bo collected and a replacement delivered. We waited in all day and nobody turned up. He phoned again and another date was arranged, we waited in all day and it did not turn up!! If I had bought this myself I would ask for my money back in full and shop elsewhere. My son is a fan of John Lewis but then he was not the one waiting in all day for two days. Very poor service in my opinion.”

Helpful Report

Posted 8 years ago

“I can't believe I'm writing this about John Lewis!! I brought a washing machine from John Lewis, and felt reassured it would be a good machine and a good deal, because it was John Lewis. The machine it's self is a John Lewis own make and it had a 3 year extended warrantee as part of the purchase price. The machine is now around 18 months old it developed a fault, I phoned John Lewis customer service to arrange a repair, they past me on to a third party agent who then subcontracted the repair. I waited a week for the repair man to arrive, and on the day of repair he arrived 4 hours late by bus!! I still can't believe I'm saying this about John Lewis!! As an expartner myself I know the standards expected, and if John Lewis are directly involved I still believe you can't beat them. The issue with electrical items appears to be the lack of control John Lewis have over the service provided by their agents contracted to provide repairs. My machine took two weeks to repair, and many calls to John Lewis customer service. The machine has gone wrong again with the same fault, but a different repair agent has attend this time and can't find a fault as it is intermittent. Reluctantly I have had to accept the machine is very poor and after a very short time a new machine needs to be purchased to resolve the issue as I can't keep waiting so long for repairs and using a machine that doesn't work properly isn't a viable option. I am shocked by the poor service and lack of care provided by John Lewis. As a customer of many years I will think carefully about purchases in the future from John Lewis, but I won't buy electrical items again from them as the guarantee isn't worth the paper it's written on. I am only writing this review because I am so disappointed, John Lewis promised to follow up with me after the engineer had called that was 5 days ago and still no call. I had already waited 14 days after a cancellation appointment. Thanks to John Lewis I have lost three days salary wasted time call customer services, and ended up with a machine that isn't fit for purpose. I have read the positive reviews and like these people I have made many purchases from John Lewis and I also regard them as one of the best and never had a problem in the past. I am truly stocked by my experience, and it is disappointing to write such a negative review.”

Helpful Report

Posted 8 years ago

“I was promised by email for delivery on Friday. That didn't happen. I was then told it 'might' be delivered on Saturday, but if not, Monday! Outrageous- this was a birthday present for a significant birthdate. I was embarrassed to explain at the party but did tell everyone it was John Lewis. JL refunded me £3.25 delivery charge and said 'sorry'. It eventually arrived on Monday. £3.25 did not compensate for the inconvenience or the fact I have to now arrange getting the present delivered. Hugely disappointed that a company I held in high regard operates with such a couldn't care less attitude.”

Helpful Report

Posted 8 years ago

“Have only given a one as could not leave none. I ordered three items from them two weeks ago and paid for Saturday delivery to ensure one of the items arrived in time for my nephew's birthday. On the Saturday, we took delivery of two items from the courier, but only one signature was requested. Therefore, a 'x2' was noted next to the signature to indicate this. The driver informed me that the third item was probably with a different driver. The third item never arrived and customer services took a week to begin an 'investigation', which they claim they have still not completed a week later. I am disgusted by their lack of interest and shocked at their inability to process something at such a basic level when they have all the information in front of them. To be honest, after two weeks, I don't care what went wrong. After experiencing their inept customer service, I'm surprised they ever get anything right. I just want my funds returned now and I should not be made to wait until they have got their act together for this to happen. John Lewis maintain they expect to provide a high level of customer service. They are way off the mark.”

Helpful Report

Posted 8 years ago

“I have had problems with John Lewis service recently. After adding the product to my basket and entering in my bank details following the instructions to the final payment the system would not confirm my order. I rang up John Lewis and explained to the assistant my problem by which she tired to put my order through (it still didn't work). I rang up the bank, thinking that they probably just needed me to answer a few security questions to confirm my identity. All well, the bank prompted me to try the transaction again. I went back to my John Lewis basket and tried another six times, rang the bank up again to find that John Lewis had blocked me from their system. The bank assistant helped me in sorting this problem and I was able to put through my transaction. I was expecting to pick up my order the following day at 2pm at a convenient store only to find an email that evening telling me that the order had been cancelled. Disappointed I rang up the helpline to see what was going on. The assistant couldn't explain why this had happened however to replace the order. I asked her if the money had been taken out of my account by which she replied no and to try placing the order again. Having doubts and wanting to double check I rang up my bank to find out that the money had in fact been taken out of my account. I am very frustrated with John Lewis. I know they need to provide a secure service however this wasted a whole day of mine, going through checks and multiple phone calls to my bank for a seemingly simple transaction. I will not be buying from John Lewis in the future. Note to anyone else who is having difficulties processing a transaction, double check what is happening with your bank.”

Helpful Report

Posted 9 years ago

“Terrible experience with rude drivers who at first were refusing to get my fridge into the house as the packaging was too big! When I asked them to remove it, they insisted I would be responsible if it got scratched”

Helpful Report

Posted 9 years ago

John Lewis is rated 2.7 based on 2,434 reviews