John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,434 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,434 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.

Visit Website

Write Your review

Tell us how John Lewis made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I visited the store today and slipped over an the wet floor. I fell in bleach and all my new Primark jeans turned white. I AM VERY ANGRY RIGHT NOW !!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

“Ordered a Darton bed for use in cottage rental. Side split within weeks and see other customer has same issue in reviews. Organised bed swap and JL emails says TWO replacements and will reassemble. Told online team no wrong only ONE bed please. Well today the delivery team dumped off TWO beds and failed to uplift the cracked frame bed despite being told by housekeeper clearly some mistake. Have spent nearly four hrs being passed pillar to post. Then get an email saying they'll be in touch in TWO days to deliver ANOTHER bed. So FOUR beds in one room....??? Then they have the nerve to say they can't uplift til the 23rd and can't do assembly. Then after another half hr it moves to the 20th. Oh and when I said no room for them your incompetence get them off my property as no room by end of the week or they are going to the tip they say that if I do that they may well charge me for all the beds!? So he upshot is I have incurred 50 quid doing triage on the broken bed so cottage guests can sleep in it, 30 quid for the housekeeper to wait in today for wild goose chase and am then going to have another 30 for the redelivery and 40 quid to reassemble the new bed on top of having paid to have the broken one assembled. And will no doubt incur costs moving the two beds for storage. I wish I'd spent that 150 quid plus upgrading to a Feather and Black Pimlico - it is a great bed made I think via Ercol and F and B were marvellous delivering two heavy mattresses to Cornwall without a hitch. Come on John Lewis this product and customer service are a joke. Think the moral is if you live in Cornwall shop local or go via a company who can provide a proper service outside the M25....”

Helpful Report

Posted 9 years ago

“They take payment then alter the delivery date by weeks or no longer stock it! Ordered a usb turntable on 4Th Dec for delivery on 27thDec for present on 29 th, email to say guarantee started on 27th Dec, Five days later email to tell me 5 week delivery then with out boring every body the same story and excuses as about 50/60% of ALL the posts about J/L . Over the past 5 years I have spent many thousands of pounds with them , but they are getting like many of the utility companies, take your money and tough luck if it doesn't work out, it would appear that J/L do not check feedback or if they do they treat it I with the same contemptible way they treat their customers. As for Alan at tell.us johnlewis.com perhaps you should be on the end of a phone instead of a keyboard, John Lewis you should be ashamed of your actions and attitude to your customers. Remember " don't kick too many people on the way up, because you WILL pass them on the way down.”

Helpful Report

Posted 9 years ago

“I had a fantastic visit to John Lewis Nottingham, the staff went above and beyond to help me find best phones possible.”

Helpful Report

Posted 9 years ago

“Purchased a Humax recorder & when it arrived I realised it was for an aerial & not a dish,contacted John Lewis customer services & the unit was swapped promptly even over the busy festive season.Truly first class customer service. David.D.”

Helpful Report

Posted 9 years ago

“I have purchased a few items in store and online from John Lewis and have always found the products and delivery high quality. Recently I bought Panasonic 3D glasses online, one pair of which was faulty. I contacted them and they responded immediately. Absolutely no quibble, sent me a replacement pair straight away. They could not have been any more helpful or obliging. I cannot recommend John Lewis highly enough”

Helpful Report

Posted 9 years ago

“I wish I had read these reviews before purchasing a Baxter leather corner sofa for £4400 .... The sofa was delivered 12 days late , I had no contact from John Lewis regarding the delivery , I had to chase this up myself , when the sofa arrived , the holes for mounting the feet didn't match up with the sofa screw threads (the delivery driver said I could refuse to accept it , I wished I'd listened to him) we took the sofa , the delivery guy took photo's and submitted a faulty goods report . After mulling it over with my partner (overnight) I decided to ask for it to be uplifted and a full refund given , as per the JL website and procedure for online purchases .... the lack of communication , the delaying tactics by JL and the complete lack of customer care , plus a great reluctance to uplift & refund , has left me in no doubts DO NOT BUY FROM JOHN LEWIS , my case is ongoing , I am at the stage of starting proceedings against JL ..... Everyone out there , do not buy from John Lewis ..... heed my warning ....”

Helpful Report

Posted 9 years ago

“We visited the Southampton John Lewis store today, 5th January with the intention of buying a Nordic C80i treadmill. However, upon arrival at the store we were told that none were in stock. Very disappointing but rather than have a wasted journey we also needed a new stir fry pan so went to the kitchen dept to get a Le Creuset stir fry pan. A member of staff went off to get us one but returned to tell us that none were in stock. Not to be put off quite this easily we decided to purchase a cordless Dyson DC58 which we had promising ourselves for a while but.....you've guessed it, none in stock. This time, feeling quite angry we left the store. I can't imagine I will be returning any time soon. For the benefit of John Lewis and to minimise the risk of losing other customers, if you are out of stock of products put something in place to indicate to customers that is the case. This will prevent people like us wasting our time waiting around whilst staff members go off searching for something you don't have. It will also help your staff and not waste their time.”

Helpful Report

Posted 9 years ago

“I had place 2 ordered on Christmas day . one order came and other one didn't and other one had perfume for my teenager children after 3 days i received a email you had a problem with your pay pell account i checked with my pay pell people they said that had no problem to pay i tried to speak to customer service and received no useful feedback. very unhappy with the situation and bad customer service, i explained to them my situation and the issue was regarding John Lewis running out of stock and the blame was completely put on me regarding it being issues from my side. I made multiple orders and everything else went through okay but this was the only order from which my items were not received.”

Helpful Report

Posted 9 years ago

“Over the last couple of years we have ordered three items from John Lewis and every single experience has been a terrible. The first, an important anniversary present, arrived five days late and missed the date; the second was a damaged, previously customer returned item with missing parts that John Lewis sold as new; and the third was delivered incorrectly twice (John Lewis's fault, not the delivery company). The latter two items were fully refunded but only after numerous phone calls, annoyance and hassle. We will NEVER use John Lewis again, neither in store nor online, and until they can uphold the customer service they "claim" to offer (which is of course successfully offered by 1,000's of alternative retailers) we strongly suggest you don't either!!”

Helpful Report

Posted 9 years ago

“They should not state delivery 5 days if they cannot commit. I have placed an order 3 days before Xmas and have not received it until now. When I emailed, response was auto reply promising to respond. I have regretted ordering it and all my items were not on sale and it was not cheap. Had I known their service were terrible, I wouldn't have ordered from them!”

Helpful Report

Posted 9 years ago

“This review is written solely about a telephone conversation with a staff member at Watford store. You helped my dad aged 73 today and I was impressed. My dad wanted to that was out of stock on line. I said see if have one at Watford. Watford store have one and are sending it so he doesn't have to collect it. He explained he lived alone and does he really need the accidental cover. They discouraged him from having it rather than paying for it when he doesn't need it. I am impressed by that. To coming parcel force in few days. Let's see if I am still as positive but John Lewis Watford good work on not ripping my dad off X”

Helpful Report

Posted 9 years ago

“Over the years I have seen John Lewis customer service take a turn by getting worse and worse. If you want to demo anything in their audio visual department they don't want to know or have less tech knowledge than me the customer! Also their price matching policy is out of date! They miss out on sales from other online companies which is odd so their never knowingly undersold policy is actually known!! They don't always price match.”

Helpful Report

Posted 9 years ago

“Purchased iPad pro nov15 first charge shut down took it back twice contacted superb apple support not resolved train journey to Cambridge Apple shop wiped it reloaded done in 15 mins Apple KNOW their products at home tried to set up e mail Apple support could not complete this decided after 5 weeks to return to JL - JL could not carry out swipe and reload why the hell not! Moral of story do not be taken in by flashy guarantees Apple acknowledged the pro has a problem JL do not - buy direct from Apple After more than 50 years I have cancelled my JL account, need I say more?”

Helpful Report

Posted 9 years ago

“I am was very disappointed with the on line service I received from John Lewis, who's carriers managed to lose my order, but it was nearly a month later when customer service finally admitted it. I was very upset by the attitude of one of the female reps who was very offhand. The whole situation ,however, was turned around by the lady on haberdashery who could not have been more helpful, pleasant and courteous and resolved the situation amicably. I was made to feel a valued customer for that I am very grateful , this lady is a credit to you.”

Helpful Report

Posted 9 years ago

“I order 2 itemonline from JL on 18th December 2015 - I got a confirmation for the order then waited for a confirmation of delivery but none came so I called them and I was told one of the item was out of stock and it was cancelled - but any way they took the money from my bank account and gess what they double the money for one of the item. When I called they I was told don't worry it will be refunded with in 5 working days that means I am out of pocked durning the Christmas. what a services ?? I have been ording from a long time I didn't expect this from JL”

Helpful Report

Posted 9 years ago

“On the 18th of December I placed an order for a dishwasher to be delivered on the 22nd of December using the offer of free express delivery. I later noticed that other companies such as AO and Currys were offering this for free, but in any case I liked the product and the price. Whilst progressing with the order I saw that I could not book pick-up of the old item with express delivery. So, I had to book the pick up of the old item separately on the phone for a different day. I was given a different order number for that and I was told I would be contacted for confirmation and payment. The day after I received a text message with a confirmation for the delivery. On Monday late afternoon (5pm) John Lewis sent me an e-mail. I saw this in the evening. The e-mail simply said that my order had been cancelled. No further explanation. Obviously I needed this item urgently. So I called John Lewis and after a bit of confusion they were able to tell me that it had taken them 4 days (two full working days) to realize that there was no stock of the item! This is already bad, but to send an e-mail without an explanation and an apology and also suggestions on what to do, it is appalling. In fact, the customer service should have called me an discuss what alternative they could offer. Anyway, whilst on the phone, I decided to order another dishwasher with delivery the 24th. On Tuesday morning (today) I phoned them asking to check their warehouse and confirm that there were no problems. I was told that they had to check with Indesit and they had to come back to me. I received no call from John Lewis. Likely, Indesit called confirming the delivery. I then realized that nobody had called me to confirm the pick up of the old item. I called again and after a long searching on their system I was told that the order for the pick up had not been set up correctly. So, we had to do all this again and finally I had also a confirmation for the pick up. I sent an e-mail saying how bad all this is, but customer service simply sent a few words of apology saying that these things can happen in busy period. It can happen to them, not to well organized companies. And even when it happens, a customer expect a support team to have the courtesy to call them and offer alternatives! Do not buy from John Lewis for a home delivery. If something goes wrong, the customer support and after sale service simply does not exist. In addition to that: They charge for a two days delivery. Most companies would do this free of charge. When booking the express delivery they are unable to combine this with a pick up of the old item: this is unheard of. If the delivery is done by them, they will not give you a morning or afternoon slot, but a whole day delivery. They do not send a text before hand as many companies do. Again, I would strongly advise not to use John Lewis for any home delivery. For electrical goods, AO is far more reliable, and I believe Currys is also better. Where does the reputation come from?!”

Helpful Report

Posted 9 years ago

“To cut a long story short (4 weeks, 2 hrs of phone calls, 2 emails and a 40 mile round trip to store ...... So far) John Lewis seem to have lost my order, which I placed online and paid using a gift card. They are claiming they have no record of it and refuse to reissue the gift card, which we subsequently threw away. I now have no gift card and no product, which has also gone up in price since I originally placed the order. Despite providing specific details of times, dates, item, price,etc, JL customer service tell me it's an unfortunate issue but cannot reissue the gift card despite me providing proof that I owned It, which they also acknowledged. They now have my money, which they acknowledge but refuse to credit back and will not send the product, which is surly illegal? It is evident that JL is a good store until something happens that requires customer service involvement. I thought this was at the heart of their organisation but I have been proven wrong.”

Helpful Report

Posted 9 years ago

“I ordered a pair of curtains on line from John Lewis. When they arrived there was only one curtain, not a pair. Who would order one curtain?? I contacted customer service was cut off twice. On the 3rd attempt was told my item would be reordered, cut off again, Then on the 4th attempt explained it all again only to be told they don't have them in stock and they would collect the one curtain then when this is back with them would refund me within 14 days. Really, you made the error and I have to pay and wait. Really truly awful attitude when I challenged them, they really don't care. Never knowingly undersold, rubbish just play dumb and that can stand true as your motto. I would never use John Lewis again, you would also be wise to avoid them.”

Helpful Report

Posted 9 years ago

“Two completely different experiences of my local John Lewis store yesterday... First, an enquiry about my JL card was met with a shrug of the shoulders by staff at the cash till, then they stood by while I struggled to pack my bag. I say 'stood by' but actually they waved me out of the way to make way for younger, fitter customers who could pack their bags themselves. Not the service I am used to in JL and I thought 'am I going to put up with this for a measly free cup of tea and a cake every three months??' But then, I went to the lingerie fitting rooms looking for bra accessories. I have had a mastectomy and reconstruction and needed some help in fitting my own bra correctly. The assistant in the fitting rooms was lovely, she spent time with me and sorted out the problem without even any additional cost to me. I have been a customer of JL (or George Henry Lee in their previous life) since 1973 and it has always been my favourite store for clothes, accessories and household buys. After the first experience yesterday I was ready to rethink my loyalty to the store but the lingerie assistant restored my faith in John Lewis. She gets five stars - the other staff get -1”

Helpful Report

Posted 9 years ago

John Lewis is rated 2.7 based on 2,434 reviews