Name: John Lewis
Rating: 2.65

“Definitely the worst experience with any online purchase. No point in going any further as I am compiling all the documentation to take this matter to the Small Claims Court.”

Helpful Report

Posted 6 years ago

“I’m sadened to have to write this, my experience of John Lewis customer service has been horrendous. I can’t believe the company i’ve spend thousands with in the past year, gets it so wrong. Purchased some light fitttings which they shipped with Royal Mail. Stayed home on day of delivery, but no attempt was made. Contacted John Lewis, who were very abrupt and immediately defensive for some strange reason. Nevertheless I followed their advice and arranged redelivery on the Royal Mail web site. The following day stayed in again, and yet again, no delivery attempt and the tracking stated the item was being returned to sender. Spoke to John Lewis on their live chat, and to say the person was rude and unhelpful would be an understatement. I tried to politely explain the situation and how i’d paid for an electrician to install the lights, stayed in for 2 days, and now the parcel was heading back to them for an unbeknown reason. Rather than offer any kind of help, investigate the matter or even empathise, she immediate became defensive and said this my fault. Just like the agent from the previous day. I was puzzled as this whole experience was so un-John Lewis like. I gave up when i realised she had no intention to help and just quoted policy items about a possible refund within 14 days of when they received the items back, and that if i wanted the products, i should just place another order. I thought why would i after everything that had happened.. So just over a week later, I don’t have the products, i stayed in 2 days, paid for an electrician who couldn’t do anything, and John Lewis has my monies and i’ll have to chase this up again in two weeks. I thought maybe mine was an isolated incident. The lack of service and manner in which the agent dealt with me, the whole impersonal and somewhat hostile experience, but having checked on Trust Pilot, i am shocked to find thousands of others with similar experiences. Surely John Lewis won’t survive in the long term with this standard. It really puzzles me.”

Helpful Report

Posted 6 years ago

“The staff and Managers , call centre every department l encountered were absolutely the most unprofessional Company l have come across. Im amazed lm talking about JOHN LEWIS. I feel the partnership is full of arrogance with most staff have no true meaning of their investment given to them as part of the Company. I will never shop there again.”

Helpful Report

Posted 6 years ago

“Waited over 10 minutes to get through to customer service. Gave up and tried live chat. Wasn’t connecting. Not the service I expect from John Lewis!”

Helpful Report

Posted 6 years ago

“Absolutely awful. Shambles of a customer service team. Huge wait times. Constant delivery delays. Even more delivery delays. Still waiting for a refund week later. What an absolute joke of a store.”

Helpful Report

Posted 6 years ago

“I am the same lady who purchased a pair of Jeans from this store recently and was told I could not exchange or refund them at a larger branch and also by their complaints department because (for very valid reasons) I no longer had my receipt. I am happy to say that on returning the jeans back to the original store and being honest with them as I always have been with John Lewis they listened to me, treated me with respect and were very willing to refund me. I joined up to My John Lewis which means there will always be a record of my purchase. I am still very unhappy about my treatment at the larger store but at least the original store has been very fair with me.”

Helpful Report

Posted 6 years ago

“My son purchased me Clinique Xmas gift set £54 , returned to GLASGOW store today to exchange for Clinique aromatic s 100ml , got told it was last selling price, for item I was returning ,that was fine because it was still £54 😊then girl said she could not return because I didn’t have receipt 😡I explained I didn’t want a refund I wanted to add money and get the 100 ml fragrance, instead of the smaller one in gift box , was made to feel very uncomfortable 😣, left store and I will never shop here again 😥”

Helpful Report

Posted 6 years ago

“I am so shocked about my recent dealings with JL customer service, as I've been a loyal customer for decades because I could expect great customer service, but over the last couple of months, I've experienced the kind of service that I'd expect from amateurs. Most recent I paid for custom made to measure blinds and fitting, two weeks later the chain on one of the blinds broke. 3 weeks after I contacted CS and several attempts to chase for a response I eventually got a reply to say a new chain was in the post to me. I wasn't happy with this response when I paid for bespoke service at great expense, and now I am being told that I have to fix the blind myself! The chain arrived a few days later in an envelope with a rip up piece of paper enclosed and a scribble about my new chain. There are zero instructions on how to fix or replace the chain, and from my research on google it looks as though I have to take the whole thing down and put it back up again. So I expect I will be wasting more of my time chasing the CS team again next week, and again the week after to get this properly resolved. I also spent 6 weeks earlier this summer chasing down a new bed which had been sent to the wrong warehouse. It took at least 6 phone calls on my part to finally get someone to track the bed down and have it redelivered. Totally unacceptable. I seriously don't know what's going on over there. JL had such an amazing reputation for taking care of their clients. Perhaps spend less money on expensive xmas adverts this year and more on delivering a quality service to customers. Really let down. Hope someone of some authority sees this and puts things right.”

Helpful Report

Posted 6 years ago

“Worst experience ever, Don't buy from them! Especially don't buy Electrical goods. Worst experience ever, Don't buy from them! Never buy any Electrical things as you can never return it. I bought an Iphone 11Pro Max and realized the phone is much too big, Wanted to return in same shape, after 3 days. They said no refunds or exchanges as you took it out of the box..... Apple will refund any product within 14 days, Amazon 30 days, Argos 30 days. The guys from the Tech support in John Lewis in Westfield were very rude as well the supervisor, was one of the most useless customer interactions i ever faced. When said we will never buy anything at John Lewis the supervisor said they dont care with a smile. Massive disappointment from John Lewis, Just dont buy anything from them , if you vote with your money, they will get in line hopefully before Amazon will take them out of business soon. Just go and test the products and buy it where you are respected. They will Screw you with a smile.If you will buy from them.”

Helpful Report

Posted 6 years ago

“Truly awful customer service. A sofa gone missing and now the third attempt to deliver it next week. A broken £400 mirror today and 40 minutes on the customer services line then released without contact, then another 40 minutes and no managers available in their very under manned call centre which I have had to call far too many times this month to sort out their problems with my deliveries. JL will not be seeing any more of my hard earned money. Awful just awful”

Helpful Report

Posted 6 years ago

“I am so disgusted with this company I will never return. I bought a very expensive pair of Levi’s for my son. He thought they were fine but a week later when first going out in them realised they were too short by which time I could not find the receipt. In the past this would have been absolutely no issue but now John Lewis are adamant they will not refund me even though I have proof of purchase on my credit card and two members of staff at the branch I originally purchased them from said that the branch I was returning them to (as they had a wider selection of jeans) policy was wrong and that I could actually return them. After being humiliated by staff at the larger store who seemed to think I was pulling some sort of stunt (how can buying a more expensive pair of jeans plus more clothing and thus giving John Lewis more of my hard earned money be conning them??) and spending hours trying to get through to customer service and being told contradicting information I am left with an unwearable pair of jeans that I will be handing back to the store tomorrow and wasting more of my precious time at this place who are in effect profiting massively from me. I will vote with my feet and not a penny more shall I spend in a store where I have to date spent thousands and thousands of pounds as Waitrose is my local supermarket. If JOHN LEWIS treat customers like criminals they don’t deserve to have any.”

Helpful Report

Posted 6 years ago

“Ordered online and am very pleased with quality and delivery”

Helpful Report

Posted 6 years ago

“I bought a washing machine on Sunday. It was delivered and fitted on Thursday. John Lewis fulfilled all that they promised regarding delivery time. I was phoned on Wednesday giving a 2hour slot (between 7 and 9) and saying the installer would phone 30 minutes before coming. The installer phoned at 6.30 on Thursday, they arrived at 7. They removed the old washer, fitted the new one and showed me how it works. All done before 7.30. They could not have done a better job, Well done John Lewis!”

Helpful Report

Posted 6 years ago

“Bespoke curtains service appalling and very expensive, failed us on 2 occasions”

Helpful Report

Posted 6 years ago

“Arranged to have carpet fitted, got a phone call at 6.30 pm the day before saying it wasn't going to happen as one of their fitters had rung in sick, very vague about rescheduling. Had taken the day off work, and spent a lot of time and effort clearing the room. Didn't help that the conversations were with a call centre in Manchester, not our local branch. Going to use local tradesmen the next time.”

Helpful Report

Posted 6 years ago

“staff very helpful in all stores visited this year, London, Liverpool, manchester”

Helpful Report

Posted 6 years ago

“Purchased a Canon SX 620 from local John Lewis store and after 18 months the flash failed to work. They sent it away saying it could take a maximum of 30 days after six weeks I chased and eventually received an email A phone call followed leaving a voicemail with a fax number I then called John Lewis direct and after 30 minutes waiting was informed that my camera had suffered impact damage and despite my protestations that the camera had never been dropped once I have been told the repair would be £140 (this is a £160 camera) I the requested an escalation.I was told the escalation department was not busy but after five minutes waiting was told they would not speak to me because I had damaged my camera I have now asked for my camera to be returned and will not purchase from John Lewis again discovering that the so-called two year warranty is a sham.I will wait to collect my camera from local store and see if they will offer a gesture of goodwill discount on a new one.”

Helpful Report

Posted 6 years ago

“I bought a washing machine for my elderly vulnerable parents, I also paid for the machine to be installed and the old one removed, the machine wasn’t installed properly and needed a second engineer to install it properly. The machine then developed an intermittent fault and couldn’t be opened. Throughout all of this farce JL have been utterly useless with the worst customer service I have ever experienced. They now farm out their engineering support to third parties who dictate to JL when your appliance will get fixed. The same third party as most other high street retailers, so when you buy a JL appliance the support is no better than anyone else on line or on the high street. The brand has been ruined by the current CEO who really ought to read these review sites, I’ve never seen JL reviews so bad. You have been warned.”

Helpful Report

Posted 6 years ago

“I bought a washing machine for my elderly vulnerable parents, I also paid for the machine to be installed and the old one removed, the machine wasn’t installed properly and needed a second engineer to install it properly. The machine then developed an intermittent fault and couldn’t be opened. Throughout all of this farce JL have been utterly useless with the worst customer service I have ever experienced. They now farm out their engineering support to third parties who dictate to JL when your appliance will get fixed. The same third party as most other high street retailers, so when you buy a JL appliance the support is no better than anyone else on line or on the high street. The brand has been ruined by the current CEO who really ought to read these review sites, I’ve never seen JL reviews so bad. You have been warned.”

Helpful Report

Posted 6 years ago

“I bought a washing machine for my elderly vulnerable parents, I also paid for the machine to be installed and the old one removed, the machine wasn’t installed properly and needed a second engineer to install it properly. The machine then developed an intermittent fault and couldn’t be opened. Throughout all of this farce JL have been utterly useless with the worst customer service I have ever experienced. They now farm out their engineering support to third parties who dictate to JL when your appliance will get fixed. The same third party as most other high street retailers, so when you buy a JL appliance the support is no better than anyone else on line or on the high street. The brand has been ruined by the current CEO who really ought to read these review sites, I’ve never seen JL reviews so bad. You have been warned.”

Helpful Report

Posted 6 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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