Name: John Lewis
Rating: 2.65

“I bought a Smeg fridge around 12-14 months ago via the JL on-line service which was delivered exactly as per the JL promise. Within a short time condensation was building up and water frequently leaked. I was initially directed to Smeg who sent two engineers who were unable to solve the problem. Smeg were not particularly helpful and I then re-contacted JL Customer/Technical Services. They have resolved my complaint and have been absolutely wonderful. I was offered a new fridge (any model/make) and have ordered another model. JL have also refunded the difference. I cannot fault John Lewis for their customer service and their team at Technical Services for their courtesy and professionalism. I was informed at all stages of the process and when I went into John Lewis at Bluewater I received the same courtesy and professionalism. In my view one of the best if not THE BEST British companies to deal and shop with. You will always have my loyalty.”

Helpful Report

Posted 10 years ago

“I am a regular shopper in the Edinburgh John Lewis, I was one of their biggest fans!. Not any more. I haven't had any problems with orders or click and collect. My bug bear, staff that have a conversation with one another whilst serving you!. If a member of staff wants to ask a fellow member of staff a question whilst I'm being served, how about an " excuse" me!. Then wait, not expect me to wait whilstyou have a conversation about what the problem is. I have also had to wait for staff to finish a conversation regarding their night out, before I was eventually served. I'm fed up with having to listen to the staff chatting whilst in the ladies changing room, I don't want to hear about your boyfriend problems or holidays or weight loss programme. Don't get me started on the coffee shop!!. So why do I shop there?. To be honest I really don't know, I like the choice of items, and the some of the staff are very helpful. (I have shopped in the Oxford street Store in London. The staff there were very rude and arrogant. But I do like Peter Jones in Sloane Square.) The time has come for John Lewis, to teach their staff manners and to realise that their bonuses are down to the customer. If I can buy an item elsewhere i now do so. I think the time has come for Mary Portas to pay John Lewis a visit!!.”

Helpful Report

Posted 10 years ago

“We bought a tv black in early 2015 and late last year there was a fault with the screen. One phonecall to john lewis and they arranged a company to come out and fix it. The company knew what the fault probably was and rearranged the appointment so they could bring the faulty replacement part and fix it at the same time. Which they did. Cannot fault john lewis they did what they said they would.”

Helpful Report

Posted 10 years ago

“Hello everyone Despite many and regular emails, even to the Head of Customer Services I am still waiting on a response. I purchased a high end running machine just after Christmas and arranged time off to receive the goods. On the eve of the delivery I received a call at 8.37pm to inform me that their would be a delay due to incompetence within the transporting department This was over three four weeks ago! I was offered an email to contact but that proved to be incorrect. I emailed the head of service twice yesterday and again today but still await recognition that I even exist given that JL were happy to accept 1.5k for the purchase and are clearly not interested in resolving the issue whilst holding my purchase funds. Interestingly I contacted the distribution company direct today - they were happy to supply the goods next week! Wonderful service JL - I recommended any customer looking to purchase a running machine deal with a recognised sports company and avoid JL at all costs! Yours DM”

Helpful Report

Posted 10 years ago

“Bought a Fridge Freezer from John Lewis back at the end of May 2015. Everything went well with the Delivery of the item - cant find fault with that. However, 2 of the plastic Fridge door shelves have subsequently cracked and aren't useable (never had that problem with my old FF - different manufacturer - but there you go). I subsequently contacted John Lewis on 5th January re: the problem - and even emailed customer service photographs of the 2 shelves that were broken. JL were initially quite reasonable re: trying to sort the problem and placed an order with the manufacturer of the Fridge Freezer (who shall remain un-named as otherwise this review gets reported by John Lewis) - which is pretty much where the problem starts a) I received only 1 item from the manufacturer of the FF and it was an INCORRECT item b) when I got in contact with JL customer services to let them know the wrong item had been delivered, I was told to contact the manufacturer of the FF directly - which I did - but the lady I spoke to from the manufacturer of the Fridge Freezer told me they had no reference to me on their system and that i should sort it out with John Lewis, c) i got back in contact with john lewis who then sent me the following email "Dear Miss xxxxxx re order number nnnnnnnnnn re the above order number for the "(Manufacturer / Model Nr)" Fridge Freezer, Gloss Black and the part that have broken please can I ask you to go on the the samsung web site and order the parts from there so we can send them out direct to your home address we will refund you the money and goodwill for the trouble please when you gave the parts can you call us for the refund Thank You Yours sincerely, " Which sounded great - aside from the hassle - but at least I was hopeful the problem would be rectified. However, I then got in contact with the manufacturer of the Fridge Freezer and spoke to someone else - this time they DID find me on their system, but I was told they'd sent TWO items (I only received one, an incorrect item) and that I needed to contact John Lewis. So, back to square one - I emailed JL with this information and as yet, 48 hrs and 3 emails later, I haven't received a reply JL used to have a good reputation, which is why i originally made such a considered purchase with them - should've gone somewhere else to buy this appliance (Cant say the retailer beginning with 'C' as this review gets reported by John Lewis) ! What on earth has happened to JL - talk about going 'down hill' - it's such a shame. Have sought legal advise now 'Which' will hopefully help in sorting this mess out. I haven't had full use of the storage in the Fridge for nearly a month and its a real inconvenience. UPDATE: Having contacted the manufacturer again - as no reply from JL - I've gone onto their website and found that 1 of the Items I need replacing is not in stock - so more hassle. At this rate the easiest option for me is to find a JL Branch that stocks the make/model of FF that I bought and go in and acquire the 2 replacement shelves for myself!!!”

Helpful Report

Posted 10 years ago

“Worst customer service I have ever received I placed an order back in June which included some chocolate items, gift sets and a candle. Some of these were Christmas presents because I like to be organised. When the delivery arrived, the chocolate items had melted. A couple of other items had damaged packaging. So I complained to the customer service department. I ended up getting replacement items sent and a refund for the one item no longer available. After over two weeks, I had not had the replacement items delivered. It then turned out that I would have to phone to give my card details again to allow the items to be sent. There is something very wrong in the John Lewis system if the customer must be further inconvenienced in order to sort out their problems. It then took until August for me to receive the replacement items and my items were not delivered properly. Left outside a porch and the driver did not ring my door bell. I know as I was in all day to make sure I received the delivery! The candle was a Christmas present and when it was opened, I found that the candle had also melted! When I complained, I was told that it could not be replaced as the item was now out of the JL 90 return policy, despite being a damaged product. John Lewis’ own return policy is “If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase” which indicated that the 90 day policy did not apply in my case as the candle was faulty. I was further told that as I had returned items back in July, that it was assumed that the rest of my order was fine and therefore they would not accept a return. I am unsure where in any policy this is written. I had not checked the candle as it was a gift and in a sealed package. After several emails and being continually told of the not applicable in this case 90 day policy, I was eventually told that on this one occasion the money would be refunded as though they were doing me a favour. I was not even offered an apology. Upon complaining about the horrendous standard of the customer service, I received a generic email from a customer service assistant who had obviously not read my email as they wrote to me as though I had yet to have the refund, and of course they told me that I couldn’t have one as it was outside of the 90 day return policy. Having then complained about this response, I was offered a £10 goodwill gesture. In further emails I was told that John Lewis had “chose[n]” to refund me as though it was down to goodwill, not because the item was faulty! I sent an email accepting the £10 goodwill gesture but had to email again about this as John Lewis seemed to have ignored it. The £10 could be given as a gift card or into my account. As I never intend to shop with John Lewis again, I did not want a gift card. As I paid by Paypal, I was told that I would have to phone in order to have the money credited to me. This is an appalling system. I should not have to go out of my way in order to have a goodwill gesture paid to me. I had had an item worth £10 in my order which I suggested they just refunded. Apparently this went against the system so I phoned up. It then took the person on the phone three attempts to type my card number in correctly. I had also left a review for the candle in question which was then rejected from the website in an email for ‘not meeting the guidelines’. Whilst giving my card details, I asked that this be looked into and I was told that I would receive a phone call back about this. I did not receive this phone call and apparently there was no log of me wanting a call back either. And so, I emailed customer services again! The reply was once again not relevant to the question I had asked and just told me how to post a review. So I complained about that email and was told that the review rejection would be looked into and I would be contacted in 3 days. Obviously, I was not contacted. After emailing to say this, I received a phone call which was once again a generic apology and response that did not answer my query and instead just told me that reviews take a while to be processed. Mine had been processed but rejected and I wished to know why. I then phoned John Lewis to try and speak to someone. I was told I could not be put through but would be called back. I am now waiting for this call back but I’m obviously not too hopeful about my chances of actually getting a call back. Every time I am contacted by John Lewis, I don't think their customer service can get any worse, but then they go and prove me wrong!”

Helpful Report

Posted 10 years ago

“I ordered a watch that costs £2000 and still haven't got it after ordering the watch on the 10th of December what terrible customer service.”

Helpful Report

Posted 10 years ago

“I ordered a watch online for my wife's Xmas present on Dec 14. It hadn't arrived by Dec 23. so I telephoned JL's Customer Services (CS) - I do use the last word in its broadest sense. CS acknowledged that the tracking had mysteriously finished on Dec 16 with absolutely no evidence of delivery. However, their courier employed by JL insisted that the watch had been delivered but was at a loss to explain why no signature for its receipt had been obtained. Almost immediately after this telephone call, I received an e-mail from JL's CS providing me with a Returns Merchandise Authorisation number so that I could return the watch that I had not received in order to obtain a refund. A few days later, this inept company asked me to review the watch. In the review I stated that I had not received the watch and was taking out court action against JL. The review was rejected by JL because it "did not meet their criteria", On the day of the deadline that I set before issuing the court papers, JL sent the refund + £25 against any further online purchases that I might wish to make. Needless to say, there will be no future JL purchases from this family. Issuing a Small Claims Action against rubbish companies such as JL,, is a simple matter and does not cost much. It would solve many of the issues raised on this website. Follow that up with never patronising them again. They will gradually learn.”

Helpful Report

Posted 10 years ago

“I would strongly suggest to anyone with a problem with John Lewis that go to Facebook and PM them. Make comments on their FB page too, but if you PM them and DEMAND a resolution to your problem, it is more likely to be resolved quickly.”

Helpful Report

Posted 10 years ago

“Customer Service at John Lewis is appalling. We ordered a dishwasher on 2nd January, waited 23 days for it to be delivered (that was the first date they could give us). It arrived with a large dent in the side. Left to the driver of the van to inform us, we had no idea. The info was on his sheet. CS should have phoned us to inform prior to delivery - what is the point of sending it out in that condition without any prior contact with the customer to discuss? Offered a 10% discount by the driver if we took it - insulting to say the least. My husband took our old one to the tip the day before, although it was still working, which made it doubly annoying.. It then went from bad to worse. Phoned the CS number I obtained online - 0345 604 9049 (there was actually no contact number on the order form we had been given in store). Explained my story, was then informed that number is only for online purchases. We bought it in store, and there is no mention online that this number is exclusively for online orders. Told me she would redirect me to the correct department, and would give them my order number, and to hold on. A stuttering person, clearly confused, then came on the phone. Hadn't got a clue who I was, and had not been given my order number. Gave her the story and details, she said she would contact the store whilst I held on once more. I was then transferred to the main menu (?) on a loop – click 1 for this, click 2 for that…it went on and on. The stuttering girl had gone, never to be heard from again. Having shared the above on social media (Facebook), a reply from ‘Lisa’ asked me to mail them at tell.us.more@johnlewis.co.uk (a rather bizarre email address for customer services) with the above details. I did so, explaining the problem. It was acknowledged with the info that it would take at least 24 hours to get back to me. Envisaging a long, drawn out email scenario, I took to Facebook again and PM’d ‘Lisa’. She eventually responded, informing me that they had no idea it was damaged before it was dispatched! Blatantly untrue – the driver had been informed, it was on his sheet in black and white, he’d been told to offer me a discount if I took it! In retrospect, he was not in any way surprised they hadn’t contacted me. I assume he sees this scenario all the time. ‘Lisa’ tried to convince me she would forward it to a dispatch duty manager ‘to see what they can offer’. I declined, and confirmed I wanted a full refund immediately, today, or it would be escalated to my credit card company. That motivated her to phone me and take the card details – I was refunded. A severe lesson learned. Never, ever again will we buy anything whatsoever from John Lewis. Every department is flawed, inadequate and ineffective. Even the guy who ‘sold’ us the dishwasher (we actually pointed to it and told him that’s what we wanted to buy, so no hard (or even soft) sell there) seemed two bob short of a shilling, vague and uninterested. Immediately bought the same item from the Co-op, £27 cheaper, delivered in 2 days. We should have gone there before, never had any issues with the Co-op online. John Lewis - you are a disgrace. No excuses, you are truly awful. Never, ever again. I think they are surviving on their name, arrogance, smugness and the goodwill of long-term customers, but all of that is being sullied and damaged, by their terrible/late deliveries, damaged goods, horrendous CS, and staff who don’t seem to give a jot. My advice is to buy elsewhere, even if it's cheaper from JL and save yourself a lot of headaches and stress.”

Helpful Report

Posted 10 years ago

“I returned two bed side tables over two weeks ago, I'm still waiting for a refund.Customer services is a joke,what a shame, I thought you could rely on John Lewis. I have shopped at John Lewis for many years, this is the first time they have let us down. Let's see how long it takes for them to return £350”

Helpful Report

Posted 10 years ago

“Have been trying to get a refund from John Lewis for a couple of weeks and has been a nightmare, bounced around departments, hanging on the phone, emails that make no sense. I wish I had bought the product from Amazon for £10 more because I know from experience they refund your money in a day, with 0 hassle. I will never shop at John Lewis again.”

Helpful Report

Posted 10 years ago

“I received an email from DPD, who said they were a Carrier for John Lewis, and a parcel was due to be delivered, the email gave me no reference number to check and I had no outstanding orders from John Lewis. It smelt like a scam so I forwarded it to John Lewis, with my concerns, nothing !, only an automated response promising to deal with my complaint in 48 hears , It was not a complaint but I was trying to protect John Lewis, I then rang their Customer Service, only to have the phone put down on me as the operators could not understand English. Charlie Metcalfe, President of John Lewis published his email so I contacted him, it was the only address available. Next morning another email from Customer Service saying they could not deal with my "Complaint", there was no reference number, a point I had made already to them. Eventually Charlie's office contacted me and a supposedly senior executive emailed me; it was not a scam. But she admitted the company had completely got it wrong, with the order, the delivery and certainly with Customer Service. It took at least 6 emails/calls from me until John Lewis even offered an apology; I was never thanked for trying to tell them their reputation could be jeopardised. Why are John Lewis using Carriers who are so poor, even the "White Van Men" bring proper references. I thought this was a great shop it isn't any more. They should take a good look at Debenhams and Amazon who are setting high standards in Customer Service,.”

Helpful Report

Posted 10 years ago

“I ordered a freestanding dishwasher to replace an integrated dishwasher in a kitchen that is about to be ripped out. I paid for fitting. The engineer arrived (23 Dec) and refused to install it, said I had to pay the fee for installing an integrated dishwasher, something he alleged he could not do. I was left without the new dishwasher over Christmas. I contacted Customer Services immediately, was told they would call back to respond to complaint. They didn't. I called back on 27 Dec, was told depot closed but they'd call next day. They didn't. I called back (28 Dec) and the guy argued with me at first, saying I ordered wrong service. When I challenged, he spoke to his boss and agreed I had paid for the right service so it was their error. He said someone would call back, etc. They didn't. I called back (29 Dec) and finally got installation booked and fee refunded but not until 14 January. - I was never called back by John Lewis to offer a new fitting date - As a result I had to chase this matter up three further times, involving long and tedious phone calls, spending ages on hold while each person re-read the notes - Each time I called back the operator agreed to carry out the installation as requested but on each subsequent call the operator refused to agree the previous position. I complained to tell.us.more(at)johnlewis.co.uk. Someone rang me back from there, offered no gesture for all the inconvenience caused, and even lectured me that I should have read the terms and conditions closely. When the long-awaited delivery and installation day dawned there was a time slot of 7am - 2pm. The chap arrived at 12.00, I showed him where the machine was going. He looked around and asked where the dishwasher was. Surely he had brought it? No, he was told it was at our house. The smart Alecs at Customer Services had even managed to get these arrangements wrong. I am completely disillusioned with John Lewis after this experience. I have been a customer all my life and I have never met such inflexible and annoying behaviour as I did with this purchase. I can see that many others have shared their bad experiences on Trustpilot and that i am by no means alone. This once admirable store chain has outsourced its Customer Service operation to Capita, which has completely overturned its ethos of customer service.”

Helpful Report

Posted 10 years ago

“I took a lap top in form repair, the Customer service is appalling, no-one wanted to know I was passed from pillar to post. I have made so many phone calls and got nowhere. I am still waiting for someone to ring me back. They promised a replacement because they couldn't mend it. That was last week. Apparently no-one answers the phone in the technical department and e mails are sent to them but they only answer them at the end of the week. I will not shop there again.”

Helpful Report

Posted 10 years ago

“Realised too late that John Lewis is no longer the store I once knew and where I purchased majority of my kitchen equipment, furniture, curtains etc. Ordered a new oven in December and the overall fitting plus discovery of damage to the oven casing - after it was installed, I then began to realise this wasn't the usual John Lewis service. The saga is continuing and being told to call the local store - which isn't the local store but a call centre with the usual indifference that call centres offer. Sorry but John Lewis has lost it for me, even their Southampton store isn't what it was so all the signs were there. I'm in the process of writing e-mails to those 'concerned' but judging by other reviews can't see it will get anywhere.”

Helpful Report

Posted 10 years ago

“I'm 7 months pregnant and have had 2 months of stress, several hours on the phone and am still without resolution. We bought our pram from John Lewis. First the cancelled our order without telling us, no refund and then told us it was Silver Cross's fault and left us to find the problem with the help of Silver Cross... Turns out it was John Lewis' problem all along. We then had to re-order the pram through John Lewis because they told us it would be 5-6 weeks before they would put the money in our account. Although we finally have a pram we are now trying to send back a part of it. Throughout this process we have had to spend several hours on the phone with unhelpful representatives. My husband has been verbally abused by a member of staff who thought she had her phone on mute and then tonight after asking to speak to a manager I was told "I wasn't important enough". DO NOT USE they have caused two months of unnecessary stress to me and my unborn baby and they couldn't care less!”

Helpful Report

Posted 10 years ago

“If you buy from John Lewis I hope you don't have any issues, because you will have to deal with their 'customer service' department, who are truly awful. I bought a laptop but the contents of the package was lacking the documentation as described on the web site. It took 6 emails, including 2 to the customer service manager (first one ignored), before I received a phone from an reluctant unhelpful person who tried to fob me off by saying that there was a web error and the suppliers don't provide documentation any more. Well, that's not the point - they have an obligation to supply what they have described. To suggest otherwise is either ignorance of the law, or wilful 'misinformation'. I bought a camera from them last year, but I will never darken their door again.”

Helpful Report

Posted 10 years ago

“Bought a laptop on black Friday sales touch pad not working properly exchange it on the 19 Dec as Christmas is coming am rushing just took that machine with me away to Edinburgh and realise there is a crack at the corner, I am bring it back to Edinburgh branch but as i don't have my receipt with me so I have to wait till am back to London and bring it back to Oxford Street branch without thinking too much as i need to use my laptop for my work so i am just turn it on to use it first and it work perfectly find a part from the crack. I am back to London after new year and straight bring in the the store on 2nd Jan 2016 and the staff first said to me is i need a original receipt to exchange the product and i said ok i will bring it back in half and hour and suddenly she said actually its no point as the damage is not a factory damage so it my own responsibility for that as there is no damage with the box, so i ask for the contact number for the HP which the brand of my laptop and she write it down for me and i went to the cafe to start making the phone call ,well its not working i am bring it back stay in long Que till another member of staff and he said he heard my situation earlier so its better i am wait to see the same lady again as he can't deal with with it, so after a long wait finally get back to her and she said actually it will be better to let them send it back to HP and they will send me a quote how much it will cost me for repair but i said i want to speak with someone as that laptop is only 2 weeks old she said after they send it out Hp will contact me so i will have a chance to speak to them so am agree to let her send it out. after couple a week i do receive a call regarding the quote but not from Hp which is JL again which he said costing me over£130 for that and i ask why its not Hp contacting me as i being told of that he said to me that Hp actually don't have customer facing service which they will let JL to deal with it .So basicly all just control by JL i am just asking them to send my laptop back which now being a week don't know how long have to wait also hope there will be no more damage by the time its come back as i am just lost trust with JL.”

Helpful Report

Posted 10 years ago

“There is a huge difference between John Lewis stores and John lewis online. The former offers a fantastic service but the online company is completely different. AWFUL customer service.... I have had to chase refunds on multiple occasions, am given conflicting information from each person that I speak with. No email communication to track returns or refunds, and months go by between date of return and eventual refund (only after chasing them multiple times, and spending hours on hold... often getting cut off, and having to call and start all over again). One of the most frustrating and awful internet experiences I've had....AVOID if you can.”

Helpful Report

Posted 10 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

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