John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,441 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,441 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

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“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

“I have been totally messed about my order of Lumia 950 xl i phoned to see the item to be in stock online they said yes we have thousand in which was lie eg zero then i checked the delivery date they said received it 14 day another lie ordered it on 11/12/2016 should be receiving it on christmas day no chance then after several emails and phone calls get told by the only one helpful staff that looked in to my inquiry properley to be told will get it on the 18th January 2016 never order online at John Lewis now cancelled waiting to get money back eg three working days hope i get paid back”

Helpful Report

Posted 9 years ago

“John Lewis has a price match policy. But only after you jump through hoops on fire over burning coal. It should not matter if the store you are price matching is out of stock that day. Price match is price match, well apparently not with John Lewis.”

Helpful Report

Posted 9 years ago

“I bought a ps4 with Fifa 16 online at johnlewis on Black Friday. which returned the item straight away because I bought 2different ps4 deal. I return within 10 minutes of receiving the item. It's bee 2weeks now still got no refund. I phoned 4 time to make complain and wanted speck to manager but did no call back until I raise this issue over online form. Until no refund, very poor return service to the store. My advice for everyone to avoid. I bought product from johnlewis because my believe of all receive a very good customer service which is totally wrong I will never ever think of buying and informed them again and avoid all this stress rather pay extra money and buy from somewhere else and avoid all this hassle.”

Helpful Report

Posted 9 years ago

“You order something and wait for it to come and wait and wait Then you ring to find out what has happened to it and when you call them you are maid to wait and wait and wait Then you get through and they can't find your order and you wait and wait and wait Then they find the order and then they try to find out what has happened and you wait and wait and wait Then they ring the carrier and you wait and wait and wait Then they say they cannot ring you back as they are not allowed to make outside calls!!!., So they say they are also too busy to get anyone to ring you back but if you are persistent they say ok they will get someone to call you but they don't know when but it could be up to 24 hours; so you wait and wait and wait. Oh and did I tell you that they cannot give you a refund until they find what they have lost but they are too busy to look for it!?!? The Worlds worst company??”

Helpful Report

Posted 9 years ago

“AVOID THEM!! Delivered me a new oven which was damaged. They collected it over 2 weeks ago and in spite of numerous 'phone calls I still don't have my £549 refund. They are bouncing internal messages around within departments by electronic message but no-one will pick up a 'phone and SORT IT!!!”

Helpful Report

Posted 9 years ago

“John lewis is just the worse shop I have ever experience, very dodgy ,You may as well buy from yhe back of a van. They try to class their product has premium yet they sort from cheep eastern europe. I bought a fridge freezer with an extended warrenty and unfortunately after three days it stop working, yes i understand that this things happen. To replace the fualty fridge they wanted to take three weeks, so when i ask for my refund they only refunded the price of the fridge yet they took the money together when buying.Then they gave me another number for me to chess the refund for the warrenty and even that at the end i had to wait another two weeks a cheque. And now the tv which i bought from them two years ago prior to this has developed fault. I called them and gave them the order number which holds the info for the tv yet they still sent the wrong model number to some dodgy engneer who so careless with tv. I just hope no damage. After all this....I WILL NEVER BUY ANYTHING FROM JOHN LEWIS, NEVER!!!!”

Helpful Report

Posted 9 years ago

“Fooled me into buying a kettle and toaster deal on Black Friday, only to cancel half the order without consultation the next day and tell me I've got to buy it again at full price - when all the rival offers had finished too. Customer Services have ignored my emails, just wish I'd read these online surveys about their appalling online service first, could have had the same deal at Currys.”

Helpful Report

Posted 9 years ago

“Poor customer service ,I placed an order then cancelled it in the same day ,didn't get my money back was told item had been delivered ,it hadn't, was then told it was in transit and refund would be given when I sent item back ,it is an utter joke ,no one has contacted me at all I have made all the calls , have now been told it's being investigated and I will be bumped to the top of the queue ,what the hell great customer satisfaction ,I will definitely NOT shop with them again”

Helpful Report

Posted 9 years ago

“Commissioned 2 pairs of made to measure curtains in a Sanderson's floral fabric and a black out blind. Guy measuring up was charming though he did have to call the same day to check his measurements! The order confirm email gave an incorrect return email address to accept the estimate! Curtains were made in good time and delivery organised. First delivery failed as JL van ran out of time. 2nd special courier the next day delivered the blind but not the curtains. 3rd attempt by special courier bought us the curtains. Disappointingly despite being a relatively small window there is a noticeable seam down the middle of one curtain. Told this is common practice (though not warned of this in the way JL warn you about carpet seams.). And they managed the 2nd pair of curtains without a seam so it's clearly possible. Pretty disappointing given £1K bill, made to measure and John Lewis's claim to quality. Next time I'll try one of the discount curtain makers - couldn't be worse and likely to be a lot cheaper. Not impressed.”

Helpful Report

Posted 9 years ago

“My parents come in to ur store in Cardiff St David's 2 today to puches 2 expensive tablets at 10.40am when they asked as sales assistants that's was stood right next to the tablets he refused to discuss or give any advice about the it eyes to my mother please bear in mind they were only asking one question to be met with his response I find very unprofessional and not very good for the jhon lewis name the response was "I can not talk to you about any products or give and any advice till 11.00am my mother replied "I thought there was no buy for 11.00" he then look at my father and said "it's all a myth about 11.00 sales it's not that you can't buy before 11am the law says you can't give advice before 11" we did not get the name of the sales assistant but was a older man very skinny and bold with glasses wearing a blue suit, they did not purchase these tables from you but will be buy them from else were!! What really upset my perents was the on there way out of the store on level 2 at 10.45am they walked past 3sales assistans giving advices on your products one ladie took a customer right through the store to take her right where she needed to purchase the clothing. As long standing customers of yours I find this insedent unaceptable and Unprofessionall and I feel as there are many other alternative stores that's are off same quality I feel this is something that u need to be aware off and look forward to your replie regarding this matter. I myself work in retail and I have never been aware off the no advice law before 11 in fact we are incouraged to give as much help and advice before the 11am selling time to keep them from leaving the store and buy goods else wear.”

Helpful Report

Posted 9 years ago

“Pathetic. I had to wait nearly a month to have my curtains measured. The lady arrived more than an hour late. She assured me that I would have a quote by the end of the day, so that we could move forward. 5 days later, I'm still waiting.... Apparently it's more complicated that she anticipated. The measurement is for a single straight curtain. John Lewis - you need to up your game. Very disappointed”

Helpful Report

Posted 9 years ago

“My wife buys from John Lewis shops quite often. Recently after visiting the shop she realised that pillow cases were not include with the duvet she bought, so she went on John Lewis web site and decided to buy on-line 2 pillow cases that match the duvet. What really arrived was one single pillow case instead of two she paid for and not the one she ordered. She contacted John Lewis customer service by e-mail, but was told that she had to call them. During the call it was agreed that they would send the correct goods and refund the price of delivery. She waited for a week, but while the delivery cost was refunded, the goods were not delivered. She sent another e-mail asking why and got a response that they run out of this type of pillow cases asking her to call them again. As if she has nothing else to do but to talk to their customer services. Effectively they have stolen our money as it seems we have already had enough interactions with them to make all this business of talking to them completely useless.”

Helpful Report

Posted 9 years ago

“Samsung JU 7500 has excellent quality and picture. Delivered on the choosend day.Martin and Alan the dilvery men were brilliant. Martin went through step by step with me when installing the TV.they were both very polite .”

Helpful Report

Posted 9 years ago

John Lewis is rated 2.7 based on 2,441 reviews