John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,455 Reviews

40 %

of reviewers recommend John Lewis

2.7

Based on 2,455 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

“TV has gone wrong and told up to 28 working days to repair so that's nearly 6 weeks in real terms. Benn waiting over 3 weeks and no clear indication of when it will be returned”

Helpful Report

Posted 4 years ago

“order number 313586570 order number 313586570 bosch oven installation Never use pls pls pls john lewis just words but the service is pathetic,worse,nightmare and annoying installation person. Never helpful people, really disappointing people address cannot locate correctly make u disburn first then they will refuse for installation and make execuses this is not right and do not have any patience really annoying person installation team refused for installation . pls do not use this company my honesty pls listen pls shop other company and avoid john lewis”

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Posted 4 years ago

“Customer service from the technical team department was apauling!”

Helpful Report

Posted 4 years ago

“These fraudsters stole £65 from me. They lost my parcel in transit and then made it incredibly bureaucratic and difficult for me to get a refund. I am a pensioner and can ill afford to hand over £65 to these criminals”

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Posted 4 years ago

“Absolute disgrace, they lost my rug in transit and then proved unwilling /unable to provide me with a refund. Effectively, they STOLE £65 from me. Martin Daniel, 19 Springhills, Henfield, West Sussex.”

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Posted 4 years ago

“Never thought I’d ever be saying this about JLP. What absolutely pathetic and ineffective customer service they now provide. I wanted to paint the ceiling in my sitting room and got the electrician to remove the light fitting. On doing this the marble ceiling mount cracked and the light could not be refitted. As it was a John Lewis product I called them to order a replacement part and made it very clear I was prepared to pay for it. It took several weeks of emails and telephone calls only to be finally informed they couldn’t locate one and I’d have to throw away the ceiling light and buy a replacement at a cost of £150. Luckily, somebody I know was able to locate a replacement fitting for me and it arrived today 15/2/22 and the light will be installed shortly. No thanks at all to JLP. Whilst nobody was rude, I got the impression they didn’t care at all about me as a customer and just wanted me to go away and buy another light. It’s my suspicion that they didn’t even try to locate the spare part as my friend was able to locate, buy and send it to me in about a week. Truly terrible service and back up for their own products. JLP have now joined Halfords on a list of companies I will never do business with again. They don’t deserve any stars as a reward for their customer services.”

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Posted 4 years ago

“Absolutely disgusting company ,Customer Services is despicable, Caused me Utter distress after being on phone for hours..bought a product from Apple with a 2 year warranty and refused to fix product as I no longer had the box …. Beware!! Jonah Lewis is no longer the great company it was…failing company and it shows!!!”

Helpful Report

Posted 4 years ago

“My wife bought an Apple Watch. It kept going wrong. I was asked to send the watch back so it could be repaired/replaced. The case of the watch was pristine. I got a response that the case was shattered - definitely not my actions! They now refuse to stand by their legal obligations because I have zero proof the case was undamaged. Told that it would be £320 to repair as it was my fault. So now I have a trashed watch and will need to spend £400 for a new one! Furious. I’ll never use them again.”

Helpful Report

Posted 4 years ago

“My mother bought a mobile online but ordered the wrong one. Customer support told her to reject the order when delivered and she would be refunded. However, the driver took a picture of me at the door and said package delivered. There was no concrete evidence of package delivered only a person at the door. I wasn't holding the package (I didn't touch it) No signature or proof of id - so how does that prove delivery. John Lewis support has said sorry but you are not getting a refund, we believe the driver. Explain that to me. My 87 year old mother is now down £1,700. It goes without saying we will never shop there again, and I will tell everyone I meet not to shop there. Ironically we shopped at John Lewis because we thought they gave the best service. This is appauling. Also they now refuse to talk to us.”

Helpful Report

Posted 4 years ago

“John Lewis TV Warranty: Cautionary Tale Bought a TV for £3499 from JL, delivered 30 November 2018 (Sony KD-65AF9 OLED).The TV screen failed and was written off in December 2021 after 3 years. Settlement offered in December was £2599 (74%). I disputed that the replacement offered (LG 65QNED996PB) was not "like for like" as the only common element was screen size. The direct descendant of our failed TV was the Sony Bravia XR XR65A90J but they would not consider this. Rang JL in Jan 2022 as we had not been able to view the LG 65QNED996PB in any store within 180 miles. By January this particular replacement model had increased in price by £300 and JL initially said they would up their offer accordingly. But, in the re-evaluated offer of early February 2022, the replacement was changed to a Samsung QE65QN95A at £2399 (a deduction of £200 in one month?). This was again, not a “like for like” replacement for an OLED TV. The lower offer was caveated: settle imminently and we will revert to the original offer of £2599. No pressure then? Settled reluctantly on 4 February 2022. FORWARD 4 DAYS: My cousin bought the same model (Sony KD-65AF9 OLED) that was delivered early Jan 2019 from JL. Sale price £3299 (£200 less). Hers failed at 3yrs and I month. Her suggested replacement was the Sony Bravia XR XR65A90J (an OLED TV). The financial settlement offered was £2999 (i.e. 91%) on 8 February 2022. Here, we have two idenitical TVs failing after the same period and markedly different financial settlements. In one case, finding a “like for like” replacement took precedence and the offer was better than it might otherwise have been. In the other case, settling for the least amount possible, irrespective of the customer’s views on appropriate substitutions, took priority. In conclusion, I have to pay an additional £400 to buy the Sony Bravia XR XR65A90J whereas my cousin was offered it for gratis. Buyer Beware. Some animals are more equal than others.”

Helpful Report

Posted 4 years ago

“I wish I could give zero stars . I tried to place an order of a TV and soundbar but had some issues with the payment so I thought I would try again in the morning . I had the items in my basket at probably around 9 in the evening and left them in there . When I went into my basket at 7 the next morning the TV I wanted to purchase had price hiked another £700 😲. Obviously I wasn't going to pay another £700 for something i could of got cheaper the day before. So I contacted one of their customer service people and explained the situation and he laughed and said oh sorry the price of that went up today. Well I know that sherlock, but he said there's nothing I can do about it . I also emailed them and got the very same response. Not really something you would expect from a company such as John lewis but there you go. I personally will never be buying anything from them again”

Helpful Report

Posted 4 years ago

“Brought multiple items a couple of months ago and there were many items missing and leaked perfume damaged other items. Terrible customer service. I haven’t been refunded anything. Please be cautious when buying from John Lewis.”

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Posted 4 years ago

“I ordered a home office chair from the sale to see if it was suitable. It came in a huge box and delivered by a man in a van. I had to return it but John Lewis insisted that it had to go back by their courier van with two men collecting it with a charge of £30 instead of me taking it myself to their Reading store. £30 to return a small chair! Be aware!”

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Posted 4 years ago

“Ordered 2 faux fur cushions before Christmas. Long story short they were faulty. It has taken 8 phone calls and a long trip to a John Lewis store to sort it out. What is going on JL? Always used to be the best customer services now pretty much every call I made was told a different answer. Have shopped for decades with the store will think twice now….”

Helpful Report

Posted 4 years ago

“I have been a customer of John Lewis my whole life, even going so far as to order other products such as Apple AirPods via John Lewis rather than via other retailers. My recent experience has changed everything. My most recent order arrived completely battered, and to my dismay I have now spent 4 hours over the course of 10 days speaking to customer services, on top of 8 lengthy email exchanges. The solution now posed it that I repackage it, return it to a post office/Hermes collection, wait for a refund, and then be sent out a replacement. Oh, and that I will receive a £10 gift voucher. Exceptionally poor performance from John Lewis. I feel that my decision to give my custom to John Lewis has not been disrespected and I will not be shopping there again. Why on earth would John Lewis not have instantly apologised and sent out a replacement right away? That would have saved me any further hassle and disappointment and ensured I stayed loyal to the company. I am sad that the the John Lewis that we all knew and loved, has dropped it’s once high standards.”

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Posted 4 years ago

“One of the worst orders I have ever made. Missing item and told this needs to be investigated. Ok I can accept that even though regardless of the investigation I am still missing an item. This started the end of November and as of yet no real update. I have called, spoke by email and online chat and always the same 'still being investigated'. Absolutely shocking service won't use John Lewis again UPDATE: Thought I would update daily to show the customer support offered by John Lewis. After one day of Gina's response still nothing from the company. UPDATE: Another day still no update or resolution from John Lewis. Called again and Facebook messaged and Twitter DM sent with no response either. UPDATE: Just had a Twitter dm from John Lewis asking me what item is missing now. Over a month now, no resolution and absolutely shocking service. UPDATE: New year and still nothing from John Lewis. Matter is still being investigated coming up to 6 weeks now. UPDATE: So still no update from John Lewis so I started the case through PayPal. John Lewis now respond within hours? They have asked now I raise to the police. Which I have done but now it's show John Lewis have wasted a whole month and I have resolve their issue myself. Fantastic service by John lewis. UPDATE: Another update from John Lewis today letting me know they are still looking in the matter. 6th January 2022 order placed end of November. Please steer clear of John Lewis cause if you have an issue they won't help. UPDATE: After 6 weeks I got a response from John Lewis. In short we delivered something so tough. Great company Good afternoon Mr Ball, I hope this email finds you well. I am mailing you with regards to your recent order. After looking into this we can see that the item was shipped out in the parcel. As our investigation has confirmed that the item was delivered to your address, we will not be able to issue a refund or replacement on this order. It is always disappointing when we are unable to reach a conclusion which is satisfactory for our customers however occasionally this is unavoidable. I am sorry this has proved to be such an occasion. If you are still disputing this, you will need to contact your card provider and raise a retail dispute for non delivery of goods. As part of this your card provider will look to reimburse you for the cost of this order and will also contact us on your behalf If you have any questions regarding this process, please contact our customer services team on the number below. Kind regards,”

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Posted 4 years ago

“I want to buy a fire stick from your shop in Nottingham it is out of stock if I buy it on line you will charge me £2 to collect from same store because it is under £30:that is not acceptable Mrs Teresa moseley”

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Posted 4 years ago

“Never Knowingly Undersold" is a big lie I've place an order with JL. A week later I saw that JL was selling the same item for a lesser price. Since I have not yet received the item, I asked for a price match as they proudly claim that they Never Knowingly Undersold since 1925. It was rejected with a lame excuse. Had several email communications, each person came up with a different excuse. My request satisfied all your price matching criteria, yet you did not honor it. If you cannot upheld your claim, do the decent thing and remove it from your web. This is false advertisement. Shame !!”

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Posted 4 years ago

“Parcel delivered with no item inside just an empty sealed box.”

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Posted 4 years ago

“Beware of John Lewis 5 year TV GUARANTEES it is a scam! they won't offer you a like for like replacement TV brand but rather a cheaper brand & spec! If you spent £700 on a TV & it is faulty you will not get the money paid! Shocking! Their customer services is extremely rude & never get back to you on an update or investigation! Spoke to Jakub who never came back to me on an investigation! Claire a rude manager who wouldn't let me complete my sentences! She was extremely rude, raised a voice and would just cut me out while I spoke!! Shocking appalling service from a huge brand and company!”

Helpful Report

Posted 4 years ago

John Lewis is rated 2.7 based on 2,455 reviews