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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“My top shop for good, friendly service, along with good prices and extra guarantees”

Helpful Report

Posted 6 years ago

“I have been trying for months to sort out a problem with my roman blind. Photo’s sent by email supposedly not arriving, promises of returning calls do not happen. Telling me ‘the customer’ that there is nothing wrong with the blind. Taking away a perfectly good blind that I was not complaining about..........it just goes on and on. I received a phone call last Friday telling me the blind was going to be repaired then a phone call today saying the manufacturer could find nothing wrong with it and it was going to be returned ??? I have been waiting since 1pm for a manager to ring me back despite a promise that I would receive a phone call. I now have a bedroom with nothing up at the window which we can’t sleep in.”

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Posted 6 years ago

“This is the most useless company in terms of delivery tracking and receiving. I have ordered a mattress on 26th October with a delivery "within 7 working days". It is 22 November and I still do not have it. I have called 10 times already to reschedule delivery which they have not delivered because it was "past working hours", got it rescheduled, said that 22nd until 2 pm is my absolute limit, it is 5 pm now and still no one can give me any clear explanation where my delivery is. This is absolutely ridiculous my granny who is 80 years old will now have to sleep on the floor, let alone myself.”

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Posted 6 years ago

“Great service and range of products!”

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Posted 6 years ago

“Appalling ongoing experience with John Lewis Home Furnishings. It’s been a catalogue of disasters since we ordered a bespoke curtain pole and curtains some 6 weeks ago. Their customer service is useless - you will not wait less than 20 mins for someone to answer the call. After 6 weeks nobody, I repeat NOBODY, can tell me the status of my order.”

John Lewis 1 star review on 22nd November 2018

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Posted 6 years ago

“Very reliable , very easy to transact with and a no quibble return policy”

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Posted 6 years ago

“I recently purchased 2 lamps from John Lewis. I paid extra to have them delivered on the Sunday, but late in the day, I realised they weren't going to make it. I rang customer service, they promptly refunded the shipping costs and secured delivery for the Monday. What really blew my over, was that when I said I was nervous about leaving the package unattended by my doorstep- while I was a t work- that THEY would take responsibility if the package was damaged or gone missing. To top it off, the lamps are perfect and nice quality for the price.”

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Posted 6 years ago

“Professional, helpful and happy to help”

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Posted 6 years ago

“easy to use and great service”

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Posted 6 years ago

“Excellent in store customer service, excellent deliver time and click and collect”

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Posted 6 years ago

“Wallpaper was delivered on time as scheduled.lovely wallpaper great to hang.”

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Posted 6 years ago

“I have an ongoing issue with a carpet being of poor quality. I have contacted the flooring aftersales - the waiting time for them to pick up a call is between 10-20 min and they are only open 9-5 and have never responded to an email I have sent them. I have contacted the customer services team to complain about this and received a promise that the carpet team would contact me in 5 days but have not been contacted nor had any response when I went back to the customer services team to complain of this. This has to be some of the worst customer service I have experienced. I am also disappointed in the product which we paid well over the odds for, thinking that JL is a provider of quality products.”

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Posted 6 years ago

“I bought broadband from John Lewis and the service is awful. I connect through ethernet (no wifi) and my connection has dropped on average every 30 mins. When i connects, uploads are at 0.7mbps! This has been ongoing for 3 days since I first called, but I've been told to wait up to another 72 hours before the faults team will contact me. So at least 6 days before an engineer might come round to take a look Oh, and you will have to wait between 15 and 45 mins to spk to anyone”

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Posted 6 years ago

“Be careful, what you see and order online isn't necessarily what you get and when you question John Lewis about it, you never get an explanation or an apology. 4 weeks and 10 emails on and still no further forward! It is always someone different replying to your email so they don't know what the original complaint was!!!! All they have done is amend their website”

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Posted 6 years ago

“Customer service so bad and slow and staff so simple that it will make you think fondly of the automated phone lines of the early 2000s and your bank's call centres in India”

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Posted 6 years ago

“Lovely Xmas decorations at reasonable prices for something that is that bit different from other decs, quick delivery and great packaging.”

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Posted 6 years ago

“Home furnishings service appalling. Curtain tracks 4 weeks late and didn’t fit. Turns out they were only reordered when I finally managed to get so finally respond to me. I paid 3 months ago. 45 mins on the help line x2 and I gave up. Emailing their Designer also useless . Just don’t bother.”

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Posted 6 years ago

“I have never given a review for any company good or bad, but I feel so strongly on how appalling John Lewis Customer Service is I just had to tell as many people as I can. I ordered a fridge freezer just short of a month ago. So I have been without a fridge and freezer for this length time. I have had no phone calls to advise me of the delays, I have had to chase on each occasion. I emailed the Head of Customer Services and have still had no response. Finally I have a delivery date for Friday between 7am and 5pm, unfortunately my Husband is undergoing treatment for Thyroid Cancer and had a hospital appointment now on that day, not wanting to delay the delivery as we have waited so long and need a fridge and freezer. I phoned to ask if they could put a note on the system to say that could they avoid 11:30-13:30. To my amazement the customer service advisor said that was not at all possible and would not budge on this. I do hope that none of her family ever have to go through the experience of having a loved one with Cancer! Having run a plumbing and heating business for 25 years and gone out of my way to help my customers, I am in utter disbelief at their lack on compassion and the lack of customer service. I am not surprised at all that their profits have fallen!!”

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Posted 6 years ago

“Absolutely Disgusting Customer Service!!! Paid to have television, television table, sound bar set up. Didnt happen!! Have been trying to sort it today through 'Customer Service' On phone for 1 1/2 hrs, passed to numerous different people, each time being put on hold and repetitive music playing time & again, having to repeat time & again and still not sorted. I am so angry & frustrated with John Lewis.”

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Posted 6 years ago

“great service,”

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Posted 6 years ago

John Lewis is rated 2.7 based on 2,442 reviews