John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,445 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,445 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

“Awfull customer service ! Delivered my neighbor not me, then refuse to send replacement/refund Avoid at any cost !”

Helpful Report

Posted 8 years ago

“I have recently bought a sofabed at Peter Jones, terrible customer service, after buying a sofabed, saw another one at the store and discussed with my partner on the phone and we wanted to change it. The staff who did the transaction couldnt be bothered to change and had this attitude which pushed me to simply just leave it and stick to what i bought in the first place. After a week when they tried to deliver, they couldnt fit through the metal fence and dropped substantially, one of the leg was broken. They told me that it needed special crew to redeliver and that i would receive a call later in the day... I have received no call, so I had to chase it myself. When i called I was told that i did tell the delivery people that I would go for something smaller. I never said such thing. They said they would look into it. Couple days passed no calls, no idea what was going on with my sofabed. So again i had to chase it up myself. I was told that a new sofabed was out of stock and wouldnt be available for 2 months. They suggested that they would redeliver the initial sofabed which was broken and in the meantime, once available they would exchange with a new one. I said ok, they arranged 4 man specialist crew to deliver. I waited, and no sign of John Lewis. Called customer service and was told it was still on track. 20 mins later, after passing the time slot, i called customer service again and this time I was told that my delivery was not going ahead as at the time of loading the sofabed was not available. NOBODY CALLING AND TELLING ME THIS. I was just waiting knowing that the sofabed was going to be delivered. I have no idea how to tell how frustrated I was. I literally started to cry. A customer service that is worse than being harassed. I will never fiorget this John Lewis. I cancelled the order, I will never shop from John Lewis and I will tell this to everybody I know.”

Helpful Report

Posted 8 years ago

“Bought IPhone 6 from them 18 months ago as 2 year warranty. Took into store as had cracked screen and charging problem. Told me screen not covered (OK) but asked them to fix charger under warranty and quote for screen (£129). Went off to supplier and they stated phone NOT REPAIRABLE and charger caused by screen damage and quoted £324 !! for another phone as accidental damage. Not surprisingly I declined. Went back to the store to collect and took to repairer down the road who fixed both the screen and the charger for £65 and phone has worked perfectly since. Is this the new warranty policy from John Lewis - quote everything as Accidental Damage and say not repairable so you buy another product !!! I used to trust John Lewis but how many customers are being told product not repairable when it clearly is and costing customers far more than they needed to pay.”

Helpful Report

Posted 8 years ago

“First of all I would like to say that John Lewis are in fact very incompetent with a absolutely lazy customer service I’ve ever come across !!! On the 12th of August 2017 I have given my laptop for repair with my charger to John Lewis Stratford. On the 18th I received a call that my laptop is ready for collection. As I’ve arrived, I’ve noticed, that they forgot to include my charger with the return laptop. The staff at the technical support desk was not even that apologetic. It felt like they don’t even care. Told me they will call as soon as the charger back so I can come collect it. Weeks passed but I haven’t receive any calls. I started chasing them up myself. After about two weeks I rang the store. They said the charger isn’t back yet and that I have to wait a few more days and they will let me know ones the charger returns to the store. Two more weeks passed, so that’s a full month since I first got my laptop after the repair. No calls. I rang the store ones again. Situation didn’t change. They apologized and said they will be calling the repair department to chase them up for my charger and ones this sorted they would call me back! Today is the 3rd of October 2017. It’s been almost two month since the problem accured. Since then I have already tried to contact the customer services and send an email to the complaint department, but received no response. This is starting to annoy me in every way possible. I just got off the phone with customer services ones again. They were trying to contact Stratford store to no avail. The lady on the phone promised to send an email to a store manager and told me to wait a few days until they contact me. I just want to come to a conclusion. I will never prefer any electrical products from John Lewis in a million years! This situation has taught me a lesson. Never again.”

Helpful Report

Posted 8 years ago

“Very poor customer service, our washing machine was only one month old when it stopped working properly and they don't want to do anything, just passing us from one person to other. I would never get anything from them again. What they are only interested in your money. Bunch of ignorants”

Helpful Report

Posted 8 years ago

“Wrong products sent . Customer service not even connecting my call or calling back when they said they would. 2 weeks on and still no call. Rude . Mislead and miss sold . Asked to price match . Told not possible even though after it was . Refunds were put on gift card .told today card invalid despite me showing balance . This is tip of ice berg”

Helpful Report

Posted 8 years ago

“Falsely,accused by John Lewis Watford … Falsely,accused by John Lewis Watford Herts I,arrived at Heathrow after a 15 hour flight and went shopping in Watford.l went to boots bought some disposable razors receipt it my back pocket with the razors and debit Card receipt as well. I went into John Lewis for something to eat and thought l would have a quick shave in the washroom. Accidentally and being very tired unkowing l walked into the ladies bathroom no one in there and l didn't realise it was the ladies so l have a shave. About 10 minutes later some lesbian security comes and tells me I'm in the wrong bathroom . So l apologised explained l didn't notice the sign as did not have my glasses on.Next thing this creature starts to accuse me of of stealing a pack of disposable razors . I tell her she is out of her mind and l bought them in boots and go look at the cameras in boots. She had obviously zero evidence or witness and l have 2 receipts in my pocket . Then this creature tells me l am barred from all John Lewis branches to which l replied you don't have any authority to do that even if you wanted too nor any reason as my razors were purchased at Boots. I demand to see the store manager who allegedly was absent and the floor manager appears who was apathetic and useless . Two security arrived and l told them what happened and said if the creature thinks she has any evidence please call the police and make the allegation official. She declined. By this time l was pretty angry and loud it was totally outrageous and absurd. The two security behaved impeccably and fully understood why l was so angry. I mentioned she is a lesbian only for means of identifying her. I called head office who promised to investigate a few days later they phoned and apologised. I said it's not enough put the apology in writing which they did and l feel they should compensate me for making a false and malicious allegation. They refused to do that. I have been their customer over 40years and it was always my favourite place to shop which obviously now they have ruined. So now l want everyone to know my story. John Lewis used to care about customers now they think they to big to bother. So be aware John Lewis don't give a F--k about customers anymore. If you ever unfortunate enough to be falsely accused stand your ground. This was totally unacceptable.”

Helpful Report

Posted 8 years ago

“John Lewis may be never knowingly undersold, but they're knowingly obtuse when it comes to customer service. I attempted to have a delivery rescheduled to a time slot I knew was available since I'd only just changed it, only to be told by multiple drones that it wasn't possible - they simply look at their screens and consider the matter closed. There was no attempt whatsoever to find a solution or help me in any way - they are the least flexible, least helpful, least proactive company I have ever had the misfortune to encounter.”

Helpful Report

Posted 8 years ago

“John Lewis has absolutely the WORST service I have ever experienced. My delivery of a washing machine failed to arrive last week with absolutely no notice. I spoke to customer services who said that they hadn't been able to locate the product and so didn't load it onto the van. They didn't know why I hadn't been notified. I was then assured that it would be delivered this week. I had two text messages to confirm this. One with a date and time slot and the next, sent yesterday with a two hour time slot. It hasn't arrived. I then spoke to a completely incompetent man at customer services who said that the order was cancelled and that there was nothing he could do about it. He could not have been more unhelpful and frustrating. He was totally incompetent originally seeing no order history, then suggested that I was expecting an order of chairs before finally putting me on hold and coming back to say that the washing machine order had been cancelled - Without my knowledge! Apparently they had tried to call and have left messages but I haven't even had a missed call let alone a voicemail. I have now taken two of my holiday days off work for this shoddy company. I could't be angrier or more disappointed - this is an unbelievably awful service from a reputable supplier. I have been using John Lewis for years but will avoid them at all cost in the future. Lets see if Argos can delivery a washing machine.”

Helpful Report

Posted 8 years ago

“We ordered an AEG Dishwasher from John Lewis, they seem incapable of sending a man to fit it as semi integrated.. 2 engineers sent, both wrong level! It has sat in the dining room for a month! Still not sorted, no customer care at all! Will never use John Lewis again!! Lord T Atkinson”

Helpful Report

Posted 8 years ago

“John Lewis Customer Support is not available....they have proved to be the most ignorant, unhelpful people to deal with since my AEG washing machine developed a fault just 6 months into the guarantee. I rang to report the fault to be given a number for a third party service company to come out. The fault is still not repaired and the staff in technical support I've spoken to have dismissed me in a high handed manor, telling me the process would be the same if I'd bought my machine from Curry's!! What an attitude, never ever would I buy an electrical product from John Lewis again. What has happened to our reliable, pleasant shopping experience once assured from them.”

Helpful Report

Posted 8 years ago

“Be warned. Never buy an electrical appliance from John Lewis. Our Samsung American Fridge broke down after a year. John Lewis sent a third party to repair. First mechanic says it is a broken part that needs to be replaced. Second mechanic comes to replace the part a week later says it is the compressor. The Fridge needs to be replaces. 5 weeks later, our broken fridge is not replaced and John Lewis will not refund the money until their 3rd party provider comes to pick up the fridge. Guess what, they do not know when their 3rd party provider can pick up the fridge. Any refund is conditional on the fridge being returned. However, the return of the fridge is completely out of your hands. Scam, we say so John Lewis can delay payment of refund.”

Helpful Report

Posted 8 years ago

“The order placed over the telephone - value over £400+ and was cancelled and their action meant the money taken was held and not available for 3-5 working days but they did not say why this had happened. They just say they decided to cancel it and ruined a birthday too. It was not a credit application this was on an ordinary card payment they Failed to advise on their sales process and the why. John Lewis are NOT regulated by the Financial Conduct Authority. Neither are we a member of the Retail Ombudsman so we will not liaise with them in respect to this matter. Their complaints staff are arrogant and dismissive. DO NOT USE JOHN LEWIS UNLESS YOUR IN STORE AND CAN WALK OUT WITH YOUR PURCHASE IT TOOK JOHN LEWIS 8 WORKING DAYS TO GIVE ANY REASONABLE ANSWER AND IT WAS LIKE GETTING BLOOD FROM A STONE.”

Helpful Report

Posted 8 years ago

“No after sale customer service”

Helpful Report

Posted 8 years ago

“Expensive shoddy flat pack furniture & after sales service to match. New set of shelves delivered today. All arrived OK. But they delivered some shoddily made flat pack furniture. But not cheap - £500 for some shelves. Instructions said 2 people and 20 mins to construct. 3 people & 2 hours later, we gave up swapping all the metal support struts to fit in the mis-aligned holes. I called customer service with the expectation of an apology and the offer of picking faulty shelves up. I had explained that the faulty metal parts were all constructed but the bolts could not be tightened up as the holes are mis-aligned so some of them are in at angles and not straight. The half constructed shelving is unstable and in it's current state not safe to stand up in a corner of the room for fear of falling on the oak floor or onto someone. It is also unsafe laid across the floor due to the bare metal. 2 kids, 2 dogs & 2 adults using this lounge. An accident waiting to happen!!! Not a priority for John Lewis to pick their expensive but shoddily made flat pack furniture up. Offered to pick it up in 2 days time but again within their 7 hour time scale. Despite explaining that I could not sit in at home for the whole time, due to work & a hospital app, there was no flexibility for them to deliver within a 3 or 5 hour schedule. Suggested the following day as I could be available for the full 7 hours but they could not guarantee that either, or the following day, or the following day after that!!! An hour later no further forward, no date or time slot for them to come and pick up their shoddy shelves!! So on top of a shoddily made faulty product they make it as awkward as they can to arrange pick up also. In the meantime leaving you with all the packaging & a partly made item taking up all your lounge and in it's unsafe state. Being a loyal JL customer I am so shocked with their can't care less attitude regarding their after sales. They have had a successful few years, recently with regards to sales. Don't get complacent JL, look after your customers and they will remain loyal. With the response and after care I received today, you'll be losing them. There are plenty of retailers out there to compete with.”

Helpful Report

Posted 8 years ago

“"Johnlewis.com has just robbed me of £35 worth of vouchers. It accepted my shopping paid for in vouchers and topped up with JL credit card, and I was told I could collect my items from local Waitrose next day. I left my email address on the site and the message came that I would receive confirmation email or text. I received neither. My crime was to trust John Lewis, well why shouldn't I? and I assume that confirmation email would come and assigned vouchers to granddaughter for cutting up... I no longer have the numbers. Despite earning these through my credit card and therefore JL have records of having these they have refused to give me more or let me have the items I paid for. Its not my fault their system was faulty, but I am paying for it. I am applying for a different credit card and will shop elsewhere in future”

Helpful Report

Posted 8 years ago

“Ordered a item for next day delivery 2 days early, only to be told on the last day thats its been cancelled by email. No call or text, they text me saying order has been dispatched too. Do not deal with these lot if you need the item on certain date, stick with selfridges. Customer service were no help as they couldnt send the item out next day even though i called them at 4pm after finding out they cancelled the item. No compensation or incentive offered for their mistake.”

Helpful Report

Posted 8 years ago

“Customer service is appalling. Long winded, slow, inefficient, uncaring. The only way to get help with a problem is to bombard senior management with emails and keep your fingers crossed that they can be bothered to sort any problem. Types of problems so far- wrong information on their own website and therefore they fit an electric hob instead of an induction hob. It took 6 weeks to sort. Delivering a washing machine with a door that wouldn't open and wanted to repair it not replace it. Now taking 2 weeks for an oven to turn up and yet again, no-one wants to sort the problem. Their lack of communication is astounding. These problems all occurred to my neighbour who is over 80 and vulnerable. I always end up having to sort it for her.”

Helpful Report

Posted 8 years ago

“My t.v has been at the meanders now for 3 weeks no replacement it is with a third party who came to my house . I at least thought they would look for something obvious or a quick check over no without checking anything said it had to go to the workshop phoned them a couple of times each time told the same thing awaiting parts how long is that going to take properly fed up now wish I had brought one from a independent shop seems no actual cares once they got your cash .!!!!!!!!”

Helpful Report

Posted 8 years ago

“Buying a phone online using PayPal was a nightmare. Their system clearly has a recurring problem with PayPal, so I ended up with an orphan £500 transaction in PayPal which John Lewis couldn't find in their system, despite the problem clearly being with their system not with PayPal. Thus a phone which I needed next day was delayed for many days, because John Lewis don't have a fast integrated system which can resolve such problems on the spot. In hundreds of online transactions I've never before had a problem like this, which required calls to PayPal and to John Lewis and protracted uncertainty. I found other reports online of the exact same problem with the John Lewis website going back at least three years.”

Helpful Report

Posted 8 years ago

John Lewis is rated 2.7 based on 2,445 reviews