John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,450 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,450 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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“I bought an expensive duvet cover and pillow case to match the bedroom wall colour from John Lewis. I always like to hang washing outside to dry if the weather is fine but within three months of weekly washing the predominant blue colour had turned to grey but the pillow case, being smaller and on the back of the line remained a beautiful blue colour. When I contacted customer service they were very unhelpful and refused to refund and insinuating that I had done something wrong and even suggesting I shouldnt have put it outside to dry.After several emails , I gave up and gave it to a charity shop and bought a new one from the Secret Linen store that I have dried outside all summer and its beautiful blue has remained exactly the same as when purchased. Oh, and it was considerably cheaper and a much better quality cotton. I vowed never to shop in John Lewis ever again .”

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Posted 7 years ago

“Rubbish!!!! Sent broken wardrobes and now wont collect until they have investigated with their suppliers. I now have 3 wardrobes stored in the hall of my bungalow and I am trying with reduced mobility due to disability to get round them to get to my bedroom and toilet. Very Very unhelpful service. John Lweis has definately gone downhill!!!”

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Posted 7 years ago

“By the choice of items (childrens dresses) and the speed with which they were delivered to my local Waitrose shop for me to collect.”

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Posted 7 years ago

“So i get a online order. I had mac makeup which i need as I am a blogger and makeup artist, i have huge event at overseas and I call waited 30 mins to get through and only been told to send a picture 😐. Since when did we started to send broken makeup pictures ? Like don't you trust me It's really bad no wonder your going down”

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Posted 7 years ago

“I have an "Added Care" warranty for my washing machine. My machine broke on 3rd September. The engineer came out on 6th September but the part he brought was broken so could not be fitted. Due to a lack of staff (their words not mine) at the company which John Lewis use to carry out repairs the next two appointments on 19th September and 1st October were cancelled and the machine was finally fixed on 4th October - a month after I reported it broken. I had to use the launderette, a nearly 10 mile trip, for a month at a considerable cost. John Lewis Added Care team investigated, told me the time scale was overall unsatisfactory and "awarded " me £20 for each of two cancelled visits. I do not believe that the warranty provided is fit for purpose and am very disappointed in the complete lack of customer service provided by John Lewis.”

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Posted 7 years ago

“Ease of online ordering and free delivery”

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Posted 7 years ago

“Great customer service, fast delivery and item well packaged”

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Posted 7 years ago

“I tried to order a free swatch but was unable to, I emailed a couple of times and sent a message through the website but they never got back to me so I went straight to the manufacturer who was very helpful.”

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Posted 7 years ago

“awful service. they do not answer the phone they cut off my connection saying i had gone over my credit limit when i had not”

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Posted 7 years ago

“No matter who you are they always have the most wonderful manners with every one, would not heat other companies to learn from them no matter if you spend a £1 or £1000 they will treat you the same respect!!! Love them”

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Posted 7 years ago

“Do not buy bespoke curtains from JL. They fitted curtains that didn’t match, this wasnt noticed until after the fitter left. I contacted their Didsbury home furnishing department, via email (many many times) I tried calling - no response. I even emailed the JL MD (Paula Nickolds) no acknowledgment even. Absolutely APPALLING.... Clearly John Lewis no longer care about the customer..”

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Posted 7 years ago

“Good, clear advice about buying a replacement dishwasher. No pressure to buy a more expensive item. Efficient payment & booking delivery. I was especially pleased that not only was I give a date but they rang to give me a 2 hour time slot and then rang when they were on their way. Good advice about use of cleaner etc. I also get vouchers for using my John Lewis credit card.”

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Posted 7 years ago

“Delivery was late”

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Posted 7 years ago

“Wrong item delivered. Arrived to collect outside of the agreed times. Wrong refund issued which involved chasing again. John Lewis has become a joke.”

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Posted 7 years ago

“Bought a laptop on line. It was faulty. I returned it to John Lewis store. 3 WEEKS LATER I AM STILL WAITING FOR REFUND. They have the laptop and my money. John Lewis have turned into a CON SHOP.”

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Posted 7 years ago

“I returned iPhone and was told that it had been opened and had personal data so could not be returned. I opened the box and powered it up. To test it I logged onto my iTunes account and decided that the phone wasn’t for me. After 10 days printed off the return label and sent it to John Lewis’s. I conducted a full factory reset to remove all data and return them to default settings. The factory reset that Apple GUARANTEES does not leave any personal data on the phone doesn’t work according to John Lewis and if you open the box and test a phone you cannot return them. I escalated to head of JL complaints and the CEO....... ignored emails, calls and they haven’t returned the phones. If you want appallingly service, no returns policy and no products to show for your cash I suggest throwing it down a drain...... at least you get the satisfaction that you can watch JL demise due to its own inwardly focused self belief that they are a good company....... They WERE excellent. The shear number of complaints supports why the share price is in the toilet and buy rating is toxic”

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Posted 7 years ago

“Paid for carpets in July 2018 finally fitted on the 12/10/18 and now they owe money back, haven't responded to 2 emails called Customer services gave me another number 0345 6080850 I've been trying to get through for 3 days hanging on for 15minutes plus each time, Phoned customer services again today, said sorry we cant help that dept is very busy and they will get to our claim from 1st November. Not good enough!! So we shall see how long this will take, this isn't a refund, this is money over quoted.”

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Posted 7 years ago

“The days of getting excited because you’ve ordered an item from John Lewis have long gone. The last experience was so dreadful, I couldn’t possibly order from them again. The rude staff to none existing after care on electrics. From ordering a washer that wasn’t the same as the one I paid for, to parts missing, trying to get it sorted, took nearly 3 week. I final spoke to someone who has arranged for the washer to be collected. Looking at the other reviews I’m not home and dry yet! I have got to wait for refund, by the looks of it that could take another 3weeks of battles. Give me strength!!”

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Posted 7 years ago

“I am livid after receiving an email from John Lewis Returns accusing me of returning ‘dirty’ clothing to their returns department. One of the items in question wasn’t even removed from its packaging. The other was tried on for a matter of seconds and then returned neatly back into its packaging as I found it. They claim they are sending the items back to me. I have absolutely no way of proving that these items were returned in the same condition in which they arrived. I will honestly never shop with John Lewis after this. Beware when ordering online and returning, I now wish I had taken photos of the items before returning as I cannot prove otherwise now.”

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Posted 7 years ago

“Excellent website”

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Posted 7 years ago

John Lewis is rated 2.7 based on 2,450 reviews