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

“Bought a dishwasher and paid for installation, which was not carried out correctly. Mistakes can happen, but what came next is unacceptable. I've been calling for the last 19 hours on and off, am constantly promised callbacks that don't materialise. Apparently the customer service 'team' is different from the delivery 'team'. As a customer, I don't care - I bought from John Lewis, full stop. All I have is a useless white cube and a load of unbroken promises. DO NOT BUY FROM JOHN LEWIS.”

Helpful Report

Posted 9 years ago

“**DISGUSTING CUSTOMER SERVICE** On 14th July 2016 I contacted Dreams Mattresses at their Guildford branch to query about a mattress, which I intended to buy to accommodate my parents in law, who were coming to stay at my house for two weeks from South Africa. I was informed by one of Dreams' employees that the mattress would take 2 weeks to be delivered. As I was unsure about this time frame, I decided to keep on looking online. I then came across Silentnight's Ortho Miracle Double Mattress advertised on John Lewis' website under the promising of being delivered on 7 days. Upon paying with my debit card John Lewis' website generated a message saying that the mattress would take 2 to 4 weeks to be delivered. At this point I decided to go with the purchase. My parents in law arrived on 1st August, the mattress had not been delivered; therefore we bought an inflatable mattress as we thought the delivery would take only a few extra days. On 3rd August I called John Lewis' Customer Service to query about their delivery and I was informed that the mattress would be delivered on 4th August, but they could not give me any time frames. I had to take the whole of the 4th of August as unpaid leave from my work, and stayed at home waiting for the delivery. However, upon emailing John Lewis' Customer Service informing them that I had not received any delivery confirmation texts, I received a response email by Imran Anjum, at John Lewis, saying that they had ran out of stock and that the mattress would be delivered 'in the next few weeks', and that I should carry on tracking the product online. I emailed Imran immediately stating that John Lewis had said '2 to 4 weeks' delivery, regardless of their advertised terms and conditions clearly stating 7 days, and that I should be given more accurate information. I then received an email from Robert McFayden stating that the mattress would be back on stock on 22nd August. I emailed Robert stating that, that was beyond the 2 to 4 weeks stated by John Lewis and that no one was telling me when the product would be delivered specifically. I received no response, therefore I proceeded to request an answer on John Lewis' Facebook and received an immediate email from a Social Media Case Manager, Karen Stewart, stating that the mattress would be available and ready to fulfil orders around 22nd August. On 19 August Karen contacted me over the phone to say that she noticed the mattress was available at their Kingston Store and that she would cancel my online order and re-request it from that Store, I agreed to this. At this point I was incredibly frustrated and mentioned that John Lewis had breached our contract and that if I had to continue to wait any longer I would take the matter to a Small Claims Court. Karen was very unsympathetic with my situation and threated to cancel my order and said that I could take it to Court. This was mentioned after I continued to cooperate with John Lewis for over 6 weeks for a delivery that is currently advertised at 7 days from purchase. The mattress was delivered on 22nd August at 19:15 pm. All I was told was that the delivery would take place during 2pm and 9pm, and I have just received an email from this shameless woman Karen, suggesting I should pay for an express delivery when John Lewis was under breach of contract for 2 weeks? This is unfathomable and disgusting!! I will never ever buy in John Lewis again and I will take this matter as far as I must for this not to happen to anyone, and for harassing staff to be taught how to treat customers with professionalism and respect.”

Helpful Report

Posted 9 years ago

“Failed delivery unable to ring up to 30 minutes before delivery It is actually advertised on the site that they offer: Can you notify me when you’re on your way? For large items being delivered by our John Lewis team, our delivery team will call you at any time up to 30 minutes before they arrive on your delivery day. We unfortunately can not offer any other advance insight into your delivery time on the day. No phone call just to say that I had missed my delivery, ringing the person who ordered and not the person waiting for the delivery, who was waiting with a young child. Lots of phone calls to customer service and managed to get delivery and then got 3 calls the next day to say that they wanted to deliver. Utter shambles, made a complaint and they said would be in touch with me within 48 hours, no call, that closed down by itself, rang several times, said would be in touch with me within 48 hours, no call was told I could return the order if I was not happy. Thought other retailers were bad but they have made it to the top of pile”

Helpful Report

Posted 9 years ago

“High Wycombe store Totally inefficient and unreliable service - it is beyond belief that with all your resources and many managers you can not put together an efficient operation to deliver what you promise! I ordered curtains/blinds for my new home and throughout the process I was reassured that it will take as quoted 4-6 weeks to have them fitted yet, the fitting date is 10 weeks from order and 8 weeks from payment (as it took 2 weeks to give me the estimate!) - your policy of waiting until everything is in your workshop before you book a fitting date, despite the fact that you know this date well in advanced and had confirmed it to me, is very poor indeed - my curtains/blinds are all ready in your workshop and remain there for 4 weeks because a massive store like yourselves do not have a fitter available!! In the meantime I am in a new home on the road with compromised privacy and safety... Totally unacceptable.”

Helpful Report

Posted 9 years ago

“High Wycombe store Totally inefficient and unreliable service It is beyond belief that with all your resources and many managers you can not put together an efficient operation to deliver what you promise! I ordered curtains/blinds for my new home and throughout the process I was reassured that it will take as quoted 4-6 weeks to have them fitted - the fitting date is 10 weeks from order and 8 weeks from payment (as it took 2 weeks to give me the estimate!) because a fitter is on holiday and another one is off sick! Your policy of waiting until everything is in your workshop before you book a fitting date, despite the fact you know this date well in advanced and had confirmed it to me, is very poor indeed - my curtains/blinds are all ready in your workshop and remain there for 4 weeks because a massive store like yourselves do not have a fitter available!! In the meantime I am in a new home on the road with compromised privacy and safety... Totally unacceptable.”

Helpful Report

Posted 9 years ago

“Ordered bed and mattress mattress turned up no bed Then new delivery for the bed turned up last minutes wrong item 2 left hand side in unusable Next delivery just did not turn up Delivery driver called saying he was running late but would deliver Surprise delivery driver we could not get hold of Disgusting when you expect service Absolutely fed up waiting for the delivery would no longer suggest to use john Lewis they are now totally rubbish Used to be good What has happened to John Lewis Worst shopping experience we have ever had I would suggest using using other department stores”

Helpful Report

Posted 9 years ago

“Base of bed delivered but no mattress. Consequently our 14 year old has not had his bed for 3 nights now whilst we try to sort out the debacle. Having pointed out the error to JL on day of delivery (last Fri) and been told the item would arrive same day (btwn 2pm and 5pm) I was disappointed to call back at 5.30 pm on Friday to advise of non arrival and to request a tracking number, to be told "We don't have one, but it will be with you before midnight! It is out for delivery now!". Midnight came and went; no mattress. On Sat morning I rang again to be told we will call you back befor 10.30 with an updated delivery time because the courier had not collected It in time on the Friday. No call back. So I called against 11.15; same response but time for call back pushed to 12pm. The clock struck 12 and still no call back. So I rang against 1.15 to be told they were looking into it. I finally got a call back at 2pm from an agent who advised me "We have now found your mattress!". I had no idea it was missing. When I pressed repeatedly I was told it was still in the JL warehouse! So pretty much everything I had been told on the Friday was absolutely false! And also on the Saturday. After another series of calls on Sat afternoon, wherein I was amazed to leave my 14 year old at home to take delivery; to get a trusted person etc to house sit; we moved to delivery by courier on Sunday. A few calls later this was also not feasible. Whilst Amazo lb can deliver on Sunday's, the couriers JL use seemingly cannot. So we moved on to Monday - a day when I am supposed to be in my office. But I am not. And I still do 't have the mattress. I have called JL again. I am on a waiting list for a call back....... I've learned my lesson. I should have gone to Fishpools!”

Helpful Report

Posted 9 years ago

“A washer dryer was installed with the transit bolts still in place. This meant the machine went berserk when switched on. John Lewis were informed straight away and warned me this is dangerous as metal could have broken off and now be in the laundry. They said they would take the machine away and replace it, calling back within two hours. I have waited in for five hours and called them three times. No one has yet called me back. I now have no means of doing my laundry, bedding etc and do I tell my boss that I can't work in order to wait for a re delivery? Shocking customer service and dangerous practise.”

Helpful Report

Posted 9 years ago

“We had a three year warranty on a laptop After two years the hinge broke from the screen to the main keyboard We were told the warranty wouldn't cover it as we had dropped it when we really hadn't They quote us over £300 to fix it In my opinion these extended warranties are a waste of time and a con”

Helpful Report

Posted 9 years ago

“I bought a pair of shoes on April 22nd, 2016, I had to return them at my expense, which cost US$37, even though John Lewis had shipped the wrong size. The return was received on May 21st, and I'm still waiting for my refund, and it's July 28! Today I received a message from JL telling me to open a dispute with my CC company, because they can't find records of the transaction in their system.”

Helpful Report

Posted 9 years ago

“I am sorry that John Lewis accused me of damaging my laptop when I took it into their technical department recently. I am disappointed and quite angry to have been slandered in this way. Their technical department wanted to charge me over £400 to repair a plastic hinge on a £600 Acer laptop. The laptop has now been returned to me and I now have a damaged laptop and for a shop that I have trusted over the years, I now feel like they have resorted to shady business practice and for a shop whose customer service was second to none, have apparently decided that treating customers this way and customer loyalty Is no longer important.”

Helpful Report

Posted 9 years ago

“I have been trying to join myjohnlewis since April and have phoned four times now as I have never received my welcome pack and card. I phoned 2 weeks ago and spoke to Ricardo who has been the most helpful so far. He posted another pack and said he inserted some vouchers and also fast tracked it and to phone in 2 weeks if it did not arrrive. Two weeks later and still no welcome pack. I phoned today and have now been sent another card but now have to wait another 28 days. No fast track offered or explanation given for not doing this and no vouchers offered. I do not think much of your customer services apart from Ricardo who I believe is on holiday. I would like a proper explanation regarding this and would like this situation resolved asap. Not impressed at all with the service. My account number is 60003772705. Please reply as soon as possible.”

Helpful Report

Posted 9 years ago

“John Lewis is either incompetent or insolent. I purchased an electrical item from the John Lewis website which failed well within its expected lifespan. John Lewis' technical support department initially attempted to repair the fault but, when it became clear that the fault was irreparable, refused to issue a replacement or partial refund. John Lewis publishes a detailed "complaints process" on its website. You would think this is reassuring. It is not. The first stage is to "write to our Head of Customer Service". Email and postal addresses are provided. However, complaints are actually received by a correspondence centre in Motherwell, Scotland! The person who dealt with my complaint did not understand the nature of the fault despite repeated telephone conversations and, although claiming that "John Lewis strives to deliver excellent customer service and support to our customers", cited a range of incorrect legal arguments as to why John Lewis was unable to assist. I resorted to the second and final stage of escalating a complaint listed on the John Lewis website, which is to use the EU's non-binding dispute resolution platform. I submitted my complaint. John Lewis did not reply, or even provide an acknowledgement. An email I sent to the "head of customer service" in Motherwell to inform them of this was also ignored. I decided to take my complaint to the small claims court. This time, John Lewis' solicitors did send an acknowledgement (to the court, not to me!), which delayed the resolution of the case. However, they sent no defence (most likely because they knew they were in the wrong) and I eventually - after the appropriate period of time had elapsed - won. All in all it has been a most revealing experience. The level of customer service provided by John Lewis is almost non-existent (for online orders, at least) and at complete odds with the image they try to present. Don't believe the hype on John Lewis' website, such as there being a "Head of Customer Service" ready to swiftly resolve all complaints. Instead, do yourself a favour and shop with a different UK-based retailer, such as the Co-operative Electrical, Maplin and Richer Sounds.”

Helpful Report

Posted 9 years ago

“This is a review of in store service at the Leicester store, specifically the IT department. Twice in the last six months I have gone into the store ready to buy an item, but the staff could barely pull themselves away from a discussion between themselves to give a very offhand response to my queries over specific features. Sad to say I went home on both occasions and did my own research on the web and bought elsewhere. I say 'sad' because I believe in paying a bit more to see and touch the products and have someone give advice. John Lewis are in danger of losing vs online because they don't deliver on those benefits they should offer over online buying.”

Helpful Report

Posted 9 years ago

“Worst customer services ever. Emails ignored. No follow ups. Constant fight to rectify outstanding issue that is JL fault.”

Helpful Report

Posted 9 years ago

“2 £375 handbags with bits missing, failed to call me back, don't answer e-mails, then discover their advert may be wrong, apparently try to contact the manufacturer but'they don't answer the phone or e-mails', funny, that's the kind words of service( I use that term loosely) I've had from John Lewis. The bag was for my daughter wedding, I can't use it as its incomplete, Apparently I have to wait until they've investigated the matter. I could send it back, but won't get my money until 5 working days later. Or I could take time off work and drive t a John Lewis store for a credit not. Why on earth would I want a credit note from this company now? I will never use John Lewis again and will actively relay my experience to others. I have given one star as one chap in customer service, Mohammed, was quick at sending the replacement second bag. The star is for him alone.”

Helpful Report

Posted 9 years ago

“We ordered a Tv to be delivered on the 29th June and to be installed. I received a text on the 28th to say it was being delivered between 2-9. I took a days holiday to wait in. No one turned up, so called to find out what had happened all I got told was it hadn't been delivered to warehouse for delivery. I was told someone would be ringing me, and no one did. I can't tell how many phone calls I have made to customer services. The service we have received is an absolute disgrace, we placed a new order and even that became a problem, so we have now cancelled order. I will never be ordering from John Lewis again.”

Helpful Report

Posted 9 years ago

“Purchased a integral JL fridge freezer in March 2013, in May 2016 the fridge stopped working(just out of warranty) we paid £800! Expecting a longer life the 3years because the engineer we paid for, explained it would cost £350 to repair. We purchase all of our white goods from JL. We are now in long draw out negotiations with customer services over the problem and the faulty product and the massive gap in purchase price and its durability. We are shocked by the customer service expectations from us, paying for repairs and getting reports to verify our situation. When we thought we were paying for a quality product from a reputable retailer. Sorry JL but feel very disappointed with your responses and we still have no working fridge????”

Helpful Report

Posted 9 years ago

“John Lewis have gone from retailer of choice to simply more expensive than the rest! I have used them for everything for years but recently had the misfortune to actually need their Customer Care regarding an issue over my £799 camera. I bought it with JL Accidental Care Cover. This cover, although advertised as JL service, is not provided by JL it's provided by a third party called The Warranty Group (see small print). They couldn't care less about customer care and are in it purely for profit. I contacted them over a very small accidental damage and the camera went in for repair. The quality of repair was shocking and the camera came back with major problems. When I contacted JL they dropped me like a stone the moment they found out it was accidental damage and refused to get involved in the issue even though JL sold me the cover on the pretence it was their service. The camera had to be sent to the manufacturer for a professional repair and the resale value of this was severely affected. Still JL took no interest in resolving the issue. I was offered £25 compensation by the Warranty Group so immediately contacted the Ombudsman who got involved and agreed with me. The Warranty Group couldn't be bothered offering them a reason for the shoddy workmanship and, needless to say JL still aren't interested. I'm now waiting for my settlement amount. I will not be using JL for any further goods as I strongly believe they offer nothing more than the standard high street competitors, except higher prices. They may well offer guarantees with their products but they're not worth the paper they're written on if they fight you over every single issue”

Helpful Report

Posted 9 years ago

“I tried purchasing an item and it got cancelled. They called me for the security chenck and told me everything was fine but 10 minutes later I received an email saying that the order was cancelled. I called to check what happened and they told me to put the order thru again. This second order also got cancelled even though the security check was done and it was all correct. When I spoke to customer service a second time to see if i could purchase the item at the store, they hung up on me. No return call, no reason for the cancellation. If they cannot successfully sell items online they should stop making the service available.”

Helpful Report

Posted 9 years ago

John Lewis is rated 2.7 based on 2,445 reviews