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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“3 items ordered and all deliveries came in different vans on the same day! One arrived way after the suggested delivery time. So much for Eco schedules (as customer services called them). Apparently JL 'work hard to make sure that we deliver items in the same area at similar times to save multiple runs.' I think not JL. Been a JL customer for years, thought the brand meant something but I don't believe the service is the same anymore, and certainly not 'special'. What a shame JL.”

Helpful Report

Posted 9 years ago

“Disgusting I have been a John Lewis customer for years, and recently bought a TV on Black Friday at a discounted price, from JohnLewis.com. Order did not arrive, and when I called, I was informed that the order had not been processed properly and it was now out of stock. I explained I could take any similar TV but I needed it delivered within 4 days as I had organised an engineer to fit the TV. I was told that the order would need to be cancelled so I could order a replacement, which I did, only to be told that there was no way I could get my TV delivered within 4 days, unless I was prepared to pay around £20 something pounds for delivery. I was not prepared to, as this was no fault of mine, and bought another TV elsewhere which cost me £200.00 extra. I raised a complaint, and this is when I realised that I was now dealing with a company who has no real interest in their customers. After 5 or 6 unanswered emails and at least 5 unsuccessful phone calls, one of which when I was put on hold I heard the call taker swearing about me, I eventually spoke to some one called Johnathon who was uninterested in my issue and tried to tell me I could not be compensated as I had cancelled the order!!! I then had to ask Jonathon to familiarise himself with my complaint, which he did and then offered me £100.00 compensation , take it or leave it. I took the compensation, as after 3 hours on the phone, and several emails I was losing the will to live. John Lewis seem to have forgotten that they entered a contract with me to supply a TV and failed to do so. It cost me £200.00 to rectify their mistake, never mind the time spent trying to get someone to contact me. I was disgusted with the way I was treated throughout. I used John Lewis for various reasons but most importantly because the brand used to gaurantee good service. I have experienced much better service from supposedly inferior brands and I can only imagine John Lewis is now on the down turn and following most other high street brands and forgetting that good customer service is key.”

Helpful Report

Posted 9 years ago

“In June this year, I purchased a new Zanussi washing machine from John Lewis. On 20 November, we experienced a power cut which rendered the machine inoperable. We phoned John Lewis on 21 November and reported the problem and were given the number of a local engineer. The engineer couldn't attend for over a week, but once they arrived at 8am on 1 December, the engineer took five minutes to declare the machine Beyond Economical Repair. I spent a week chasing John Lewis and Zanussi to agree to replace the damaged machine (was on two weeks without a washing machine by this point), and was given unhelpful, conflicting advice at every turn. Finally managed to get John Lewis to agree to replace the machine on 7 December. The customer services rep informed me that the earliest possible delivery slot was 13 December. Three weeks after reporting the issue with the machine, the delivery men turned up at 8:45pm on 13 December (in a 2 - 9pm delivery slot), and I learned that customer services, when booking the delivery, failed to book washing machine unplumb and installation, therefore the team were unable to remove the broken washing machine and returned the new machine to the depot. I spoke to customer services again during the delivery to try to sort, but I got only apologies and the representative was unable to schedule a new delivery of a working machine. I have now had a broken washing machine for over three weeks and no idea when John Lewis might deign to honour their guarantee. The delivery men suggested that I let customer services know that I am very upset, but I have been doing that (politely) for two weeks. I have now given up on the replacement washing machine and have requested a refund (no reply as yet) and ordered a new machine (to be delivered tomorrow) from a competitor.”

Helpful Report

Posted 9 years ago

“Ordered a mattress (£1000) on basis it was an own brand, stock item. Failed to deliver on due date with no explanation. After 3 and half hours (seriously) chasing customer services they organised the delivery of a replacement. It was not delivered and again no explanation. I have been a loyal customer for 35 years. Not any more. Were you shocked by how poor the reviews were on this site? I was but reading others comments I realise my experience is far from unique. So I did some research and found this fascinating article in The Guardian. Read and weep. This once great company is clearly in severe decline. https://www.google.co.uk/amp/s/amp.theguardian.com/money/blog/2015/sep/12/has-john-lewis-lost-the-plot-complaints?client=safari”

Helpful Report

Posted 9 years ago

“Ordered four lamps from John Lewis for international delivery and only three had arrived. Raised the problem to the export department for almost a week now and still no response telling when will the missing lamp be delivered despite chasing by several emails.”

Helpful Report

Posted 9 years ago

“Brought a Croft Single Towel Cabinet, This arrived with the cabinet door fitted so bad there is no inspection of completed product. John Lewis then sent the same replacement twice which I did not want at any price, customer services what customer service still waiting for refund. John Lewis is no better than a car boot sale.”

Helpful Report

Posted 9 years ago

“I recently purchased a laptop, along with some software and mouse from John Lewis online and was told it would be delivered in 5 working days. 3 days later I get an email from their delivery people that it would be delivered the next day and would get given a time in the morning. Next day nothing and NO delivery. Later that day (night actually) get an email saying items would be delivered the next day and next morning I got a time. I receive the parcel and lo and behold NO LAPTOP but only the mouse and software (which is no good without a laptop JD DUH). Rang up customer service and after a long wait (wonder why !) I got told the laptop had been delivered. No it hadn't I told them. Oh we will get someone to call you. 3 hours later I got a call from John Lewis Sheffield who told me the parcel hadn't been delivered (which I already knew !!!) but that it would be delivered the next day so now late. The attitude of the customer service department is bad to say the least, no real ownership of the problem and fake attitude. I used to buy exclusively from John Lewis but due to lack of customer care I will be looking elsewhere from now on!”

Helpful Report

Posted 9 years ago

“Your bad news”

Helpful Report

Posted 9 years ago

“We've lost a voucher. Our fault, but I expect that we're not too unusual. (Look at the Mail money page) Rang about having it stopped and replaced. Told that on proof of purchase, they'll stop it - OK so far. Replacement? Highly unlikely, but we can argue with the store! It seems each does what it wants. No set policy? So, needing a £100 voucher, we've bought a blanket one at the Post Office. You can use them anywhere (JL too) and online. At point of purchase we were advised to keep the receipt in case of loss. Much more in line with 21st century busy lives! And kinder.........”

Helpful Report

Posted 9 years ago

“Given 5pm -9pm slot for collection of item. Fella rang at 8.10pm to say he wouldnt be collectioning item but JLewis would get in touch to arrange alternate date. JLewis DIDNT get in touch to rearrange but fellas just turned up unannounced several days later. Hoping my refund won't be as chaotic. Will never buy or recommend them again”

Helpful Report

Posted 9 years ago

“I always find both the shop and online call centre staff at John Lewis helpful. I am a frequent customer to both and although I have at times had faults with purchases I always feel that staff are helpful, courteous, and polite and deal with this in the most efficient and professional manner. All in all an excellent service which means as a customer I will always look for my products here first! Thank you for a good customer experience.”

Helpful Report

Posted 9 years ago

“Refund still not received after 15 days. Rude Customer Service Agents blaming Black Friday.”

Helpful Report

Posted 9 years ago

“Due to a hicup It was not looking good that I would have my Fridge Freezer delivered in time for a big event to cater for. However yet again John Lewis came up trumps and Geoff and Anton made a special delivery . Great customer service Thanks Jane Kingswood 30. 11. 16”

Helpful Report

Posted 9 years ago

“Bought a toshiba laptop from JL nearly 2 years ago, for some reason today November 30 2016 it stopped connecting to the internet. I telephoned technical services to see if I could take it to the branch for them to look at. The girl on the other end of the telephone, called Jody and based in Exeter said she would try to rectify the problem there and then. Five minutes of instructions, and a computer restart, its resolved and works again. Many thanks Jody, if you'd have been in Newcastle you would have received a bottle of wine tomorrow!!!!!”

Helpful Report

Posted 9 years ago

“goods did not turn up after taking time off work will never buy from them again customer service is a complete joke”

Helpful Report

Posted 9 years ago

“Ordered a ps controller to be delivered to my son. It was delivered as my email stated to a secure place. However when my son returned from work the secure place was his recycling box outside his house. I contacted customer service who took the details and said they were going to look into it. 2 weeks later still waiting. Contacted them today. It hasn't been looked into. And after 20 minutes on the phone and being told they are now sold out. I am waiting for a refund. If you could not tick a star to proceed then this company would have zero stars from me. Won't shop here again. No real apology from the woman on the phone. Big company poor attitude.”

Helpful Report

Posted 9 years ago

“I recently ordered a new laptop that had been price matched. After making the payment I received an email to confirm my order. However, later that day I received another email to say the order was cancelled, with no reason why. I called customer support who weren't able to give a reason but told me they were now out of stock but expecting a delivery soon. I noticed they were back in stock but with a significantly higher price. I then emailed to ask if they could match the previous price but they said no. Still haven't been refunded! I expected more from John Lewis!”

Helpful Report

Posted 9 years ago

“I bought a Lenova 10" tablet from John Lewis as a present for my daughter, it was returned to the store after 10 months with several problems. Shutting down of own accord after being switched on after a few minutes, the speakers crackled and unusable, and finally would not hold a charge. I took it back to the store, who after testing it claimed it was perfectly fine and will be ready for collection. We purchased it from John Lewis's because they gave a 2 year warranty and they USED to be an amazing store to deal with. Where do I go from here with a faulty tablet?? Think I may give Watchdog a call! Linda Bennett (MK store)”

Helpful Report

Posted 9 years ago

“Hi there ordered a hotpoint washing machine saturday was then told 23rd november wednesday delivery between 8 and 11 am was delivered by first class MAN at 9 am the service was FIRST CLASS ordered two televisions last year almost 2K from curry they never turned up to fit them so put them in my car and took them back,TERRIBLE SERVICE FROM CURRYS they have lost the plot, john lewis from now on !! thank you”

Helpful Report

Posted 9 years ago

“Bought samsung smart curved tv.few weeks ago. Having checked on features including ch 4 catch up. Had call out personnel at a cost as could not access app. They told me immediately that not available on Samsung st moment and I had been mis sold. That someone would call back. After two days eventually called them. On phone half hour passed from person to person and eventually went to store. Four diff tech people on telephone and two floor staff all told me diff things and conflicting info. Was Told most staff are temps as coming up to Christmas. Most of telephone staff supportive but passed me over to someone else. The store told me no one buys a tv for the channels they can provide! Eventually given the basic amazonfire stick as a sweetener and a temp measure but no refund of call out charge. Supposedly Samsung will eventually update. I will wait and see but I will not rush back to John Lewis for anyghing as the customer support does not exist anymore.”

Helpful Report

Posted 9 years ago

John Lewis is rated 2.7 based on 2,450 reviews