Name: John Lewis
Rating: 2.66

“I have purchased my l pad from JL in 2014 and took out added care, once my 3 years ran out on added care I repurchased it again. 2 weeks ago the IPad was accidentally damaged. Called JL the got it booked it, Greenbridge company JL added care use took it away and rang me 3 days later saying it was unrepairable and they will send out a refurbished one. I explained that JL added care sold the policy to me explains is your item is unrepairable they send out a new one to similar spec or if the don’t have the model then something to higher to the same value you have already spent on the existing one we have purchased. I then get told from added care team that no it has to be a refurbished one and if I accept this then my added care policy will continue. I explained that this isn’t what I have been sold and on the policy it stated replacement and Not refurbished. This was the information also given to me by the JL advisor in store.. Added care team says go and take it up with them. They then said that the terms state this, I explained that I read on the JL website added care and it says nothing about refurbished item! They then claimed these terms / conditions were updated so read the ones that I had.. I then explained I never got any terms and conditions when I paid online for the policy.. JL added care advisor Kirsty’s answers well you should have read the renewal! I explained that despite the terms on renewal I still should have had terms and conditions once purchase of policy was made! Kirsty’s answer was WELL SORRY IF YOU DIDNT HET THEM BUT YOU SHOULD HAVE READ THE RENEWAL The issue is if terms and conditions aren’t sent when we purchase a policy then we don’t know what the small print says plus we have a cooling of period to cancel! Kirsty then says I have sent the terms and conditions now to my email and you know I still do not have anything. I explained that I haven’t had anything she then said well it’s an automated system that sends them .. and sorry if you haven’t got them. Since last week I have approached JL director office but they keep sending me back to added care escalation team which is Kirsty! Because the directors office say we have no idea regarding added care terms ! But if these people who are part of JL have no idea on the terms of added care then how does the average person like us know? The escalation have bullied me politely and have offered either have the refurbished iPad or take your unrepairable one back and £35 from the remaining added care policy. I have gone back to the directors office but still waiting on a response!!!!! I have been extermely loyal to JL and shopped obver £100 of pounds, taken added care on everything I purchased but honestly DO NOT BUY IT! This is my first claim and believe me JL true colours are out. NO ONE HELPS... directors office or JL added care they push you and force their decision upon you. Directors office says there the best people.. JL added care don’t have any care or value for there customers. To be honest addedcare aren’t even a part of JL there just a third party company who are doing great in loosing JL loyal customers. Since this claim I have looked up and JL have the worst customer services reviews... God know what’s Gona happen with my complaint .. it’s a waiting game now :( spoken to another lady called Louise who said she will investigate this complaint and comeback to me. Guys please be careful and don’t waste your money on added care.”

Helpful Report

Posted 7 years ago

“Ordered television on Saturday was told I would receive between the hours of 2 and 7pm. Waited in all day missing five hours work. Rang at 9.30 and after 30 minutes someone answered and I was told I had missed my slot! After 20 minutes of asking for explanations I was told it would be delivered the following Wednesday no apology, Why did I have waste all that time when all John Lewis had to do was 'phone or email me to tell me there was a problem. I was made to feel it was my fault that they hadn't delivered and now I have been promised a week late at a time that suits them and not me. Whatever happened to customer service. Last time I deal with this company.”

Helpful Report

Posted 7 years ago

“Ordered blinds on next day delivery. The delivery failed 3 days running. I was never informed of this by text or email. Despite speaking to customer services 6 times they jad no idea why the blinds were not delivered. They blamed DPD. My contract was with John Lewis though. Dreadful customer service.”

Helpful Report

Posted 7 years ago

“I never thought I would say this but John Lewis must be the worst store in the UK. Their customer support is nothing short of appalling, they close ranks and protect their diminishing profits rather admit they are wrong. Do not buy any big value items from them, firstly they have very poor knowledge on the products they sell, then when you get a problem they will deny what they have advised, making their so called wonderful warranties worthless and not worth the paper they are written on. Trading Standards seriously need to take a look at their current practices.”

Helpful Report

Posted 7 years ago

“extreemly poor customer service's. nearly 3 weeks to sort the problem which was all of JL doing. if they want to charge for services without any intention of full filling their obligation they have to take the consequenses.”

Helpful Report

Posted 7 years ago

“Received awful technical support on an intermittently failing iMac. Initially told not to put it to sleep and not to use certain well known software and take it home when I knew it was a hardware issue - the power would just cut out. Took it back and they sent it off. 3 weeks later came back wiped with the os reinstalled. Same issue occurred. Took it back, 3 weeks later they had replaced the main board. Same issue again. Took it back, three weeks later they had replaced the wifi board. Complained and they said they didn't even count the first repair. Luckily I still had 5 days of the first year guarantee remaining so I booked it in with Apple Bluewater. They immediately said that would never be a software issue and also they would focus on the power components, the power supply, power inlet and logic board. They fix them on site and phone after 3-5 days with a fix time of 7-10 compared with John Lewis saying 28 days each time with no communication. After 5 days they phoned to say it was ready. Problem has not happened again. John Lewis have no communication between their tech support line and in store. No communication between in store and the company they use for repairs. And clearly that company are not good at all. Their three year guarantee on this case is worthless and i will pay at apple for any future problems.”

Helpful Report

Posted 7 years ago

“WARNING TO JOHN LEWIS VOUCHER Holders.... I have been saving my JL vouchers, a gift from my mum, to buy something special. I have bought hundreds of pounds on boring atuff for the family in JL since receiving them, but wanted to find something special for me to spend them on. Being a working mother I rarely have time to spend browsing the shops, so time has slipped by since receiving the voucher. Finally I found something I wanted to buy only to be almost laughed at at the till and be told the voucher has expired. “Computer says no”. Caching ££££ John Lewis. I was devatastated. I have since seen customer services and written to complain and they just say there is nothing they can do. I thought John Lewis prided in looking after their customers and never knowingly misssold!!! That is rich.. I think this is criminal. Why do vouchers need to expire in the first place. Money does not expire, so why should voucher. I am extremely disappointed and will NOT be shoppingnin JL for the foreseeable future. Extremely annoyed, of london.”

Helpful Report

Posted 7 years ago

“WARNING TO JOHN LEWIS VOUCHER Holders.... I have been saving my JL vouchers, a gift from my mum, to buy something special. I have bought hundreds of pounds on boring atuff for the family in JL since receiving them, but wanted to find something special for me to spend them on. I would have considered myself to be a good customer. evidently not! Being a working mother I rarely have time to spend browsing the shops, so time has slipped by since receiving the voucher. Finally I found something I wanted to buy only to be almost laughed at at the till and be told the voucher has expired. “Computer says no”. Caching ££££ John Lewis. I was devatastated. I have since seen customer services and written to complain and they just say there is nothing they can do. I thought John Lewis prided in looking after their customers and never knowingly over sold?????I think this is criminal. Why do vouchers need to expire in the first place. Money does not expire, so why should voucher. To make matters worse I was told that had I brought the voucher in before it expired I could have had it extended. I am extremely disappointed and will NOT be shoppingnin JL for the foreseeable future. Extremely annoyed, of london.”

Helpful Report

Posted 7 years ago

“Don't be fooled into the John Lewis 2-year guarantee. As a consumer, we pay more knowing that we are protected by their guarantee, however, according to the policy it states a replacement of specification equivalent but a recent issue has meant I need to take a downgraded version of my existing product as the guarantee is in fact cash equivalent and not specification equivalent. Very disappointing John Lewis considering this is one of your USPs which is actually false and misleading.”

Helpful Report

Posted 7 years ago

“Don't be fooled into the John Lewis 2-year guarantee. As a consumer, we pay more knowing that we are protected by their guarantee, however, according to the policy it states a replacement of specification equivalent but a recent issue has meant I need to take a downgraded version of my existing product as the guarantee is in fact cash equivalent and not specification equivalent. Very disappointing John Lewis considering this is one of your USPs which is actually false and misleading.”

Helpful Report

Posted 7 years ago

“We purchased a £599 Frost Free Freezer from John Lewis in 2013. Fair enough the 3 year warranty has expired and until now, June 2018, it has worked very well. A couple of weeks ago it started playing up and we had to get the engineer out as the online troubleshooting was minimal. The engineer told us that it needed defrosting because although it was a "frost free" appliance it still needs defrosting every 2 years. There is absolutely no mention of defrosting in the John Lewis Manual anywhere fact it categorically says it does not need defrosting. We have tried to tell John Lewis customer services that we feel aggrieved that we have had to pay for an engineer to come out and tell us something that we could have done ourselves if it had been put in the Manual. The contracted out customer services, Sitel, were intransigent and pushed us onto the warranty company who wanted to push us back to John Lewis. We still have mileage to go on this as we refuse to give in until John Lewis admit that their information is incorrect. We have always had faith in John Lewis and have spent thousands of pounds with them over the years but now we shall be looking for a more personalised, local option, someone we can speak to in person rather that well versed brick walls.”

Helpful Report

Posted 7 years ago

“Bought a laptop from John Lewis Order number: 127497075. Was faulty within a month (Not JL fault). They initially refused a returns, even though the laptop was a month old and tried to pass to manufacturer. Now they have accepted the returns, have failed to refund my £519.99 and kept the laptop. John Lewis are crooks, but paint a good picture to the public. DO NOT TRUST THESE WITH THEIR FAKE WARRANTIES.”

Helpful Report

Posted 7 years ago

“Ordered a bistro set but items come separate so because the chairs could be delivered immediately but the table couldn't be delivered for 6 weeks have cancelled whole order. Me £400 .... john lewis £0 yet more buying incompetence from a company whose retail success is the talk of the time. Off to B and Q or Tescos. They have very similar and cheaper.”

Helpful Report

Posted 7 years ago

“Called JL to order kids England football shirt after noticing a pricing error online. Age 9/10 is £85 all others are £40, all are marked as on sale 10% off. I assume this is a simple pricing error and call to see if they can override it and correct it on the site. I spoke first to Amy who told me the shirts were being price matched (no mention of a price match on the site) and that £85 was the original price which was correct as the retailer they were price matching must be out of stock of this size. She also told me they were on sale and they often have sales on certain sizes. I explained this did not add up as the sale was 10% off and clearly 10% off £85 is not £40, also various retailers (sports direct, next, Nike) have the shirts for £40 or very close. I was put on hold while she spoke to a supervisor, they apparently confirmed it was the correct price. I asked to speak to the supervisor, now there were no supervisors available. Two minutes later there were no supervisors on shift. She kept repeating that it was a price match and talking over me. Eventually she put me on to Richard, he was very rude and told me I didn’t know what a price match was, then spoke over me, called me rude and hung up. Called back to complain, they agreed it was a clear pricing error. The original customer service employees were rude, ignorant and completely unwilling to listen or help. This is the second time I received this appalling service from JL, the stores still have great customer service, but the call centres are outsourced and not the same experience at all.”

Helpful Report

Posted 7 years ago

“Absolutely appalling service received. Customer service just shocking, should be renamed ‘don’t give a damn about customers’. Bought a washing machine and paid to have it installed. Installation engineer (that’s a joke of a job title by the way) said he couldn’t connect new washer to our plastic pipes, promptly when on to dismantle the y splitter from our cold feed pipe which goes to our washer and dishwasher so that he could connect the washer to the main cold feed pipe and told me I’d have to connect the dishwasher myself. Did he have permission to do unplumb my dishwasher - no! At no time did he mention that when I had to undo his plumbing to plumb the dishwasher he unplumbed did he advise that this would invalidfy his work and absolve John Lewis of any liability. Sure enough the pipework the installation engineer removed when put back together now leaks. We have now spent hours trying to rectify your shoddy work and have the added expense of buying new parts and paying a plumber to sort the problems out. Customer services are just a joke and have washed their hands of this as according to them they have investigated our response and been absolved of all responsibility and liability because we touched their appalling engineering installation to put it back to how it should be. It’s a shame we can’t wash our hands of the problems - oh we can! We also get to wash our feet too as the pipes leak water all over them too! Hope you’re happy with your service and staff John Lewis because we certainly aren’t and will be doing everything in our gift to let everyone know what a shocking service we have paid for from you.”

Helpful Report

Posted 7 years ago

“Faulty Apple IWatch returned to branch left for a week and they lied about giving it a full diagnostic! I forgot to unpair so they could not do anything!! Had there technical person give advice which was embarrassing my 5 year old has more of an idea also complained to head office who never get back to you ! John Lewis Known for there upmarket products and excellent service a big let down I get better service in Asda”

Helpful Report

Posted 7 years ago

“Do not let John Lewis do your fitted wardrobes. They are not "made-to-measure" as they have implied. They have a set of carcasses that they pop in and they add 'fillers' on the sides to cover the gaps. They've wasted about 50cm of storage space. In addition to this, they were not clear about how they were going to make sockets available. Previously, my shelf had the socket attached to the wood, but John Lewis just cuts a hole to make the socket available (also, their removers managed to make a mess out of the removal). This is problematic as I have to stick my hand into the hole through the giant gap before I can plug it in. Did I also mention that they did not deliver the drawers in one bedroom and they delivered smaller drawers in the other? Of course the sides were covered by 'fillers' again...”

Helpful Report

Posted 7 years ago

“Do not let John Lewis do your fitted wardrobes. They are not "made-to-measure" as they have implied. They have a set of carcasses that they pop in and they add 'fillers' on the sides to cover the gaps. They've wasted about 50cm of storage space. In addition to this, they were not clear about how they were going to make sockets available. Previously, my shelf had the socket attached to the wood, but John Lewis just cuts a hole to make the socket available (also, their removers managed to make a mess out of the removal). This is problematic as I have to stick my hand into the hole through the giant gap before I can plug it in. Did I also mention that they did not deliver the drawers in one bedroom and they delivered smaller drawers in the other? Of course the sides were covered by 'fillers' again...”

Helpful Report

Posted 7 years ago

“I bought a wallet and was pleasently suprised to find the package it comes empty, so was call customer service which helpfull at all. I will never buy online from JOHN LEWIS”

Helpful Report

Posted 7 years ago

“No wonder stores are going out of business in UK - getting assistance in Ashford store was impossible therefore left and went to marks and Spencer’s”

Helpful Report

Posted 7 years ago

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

John Lewis Reviews