Name: John Lewis
Rating: 2.66

“I ordered a smoothie maker on 27th for delivery on 28th for a local pickup at a waitrose branch. But when I went there it wasnt available. I then had an emal saying it would be available later on that day or next day but will be confirmed by email or text once is available. I waited but did not receive anything so sent a message few days ago and didnt receive any reply even though their auto response says that will get a reply within 24 hours. I then visited to the waitrose today to see if they had sent but they said they have not had it. After they contacted the department first they said it was sent on 28th but the stores said they have not had it. Now they gave me a date for tomorrow. Not sure if I would receive this time! But the money had been debited to my account straight away. I will never use them again!”

Helpful Report

Posted 9 years ago

“I ordered some Finlay seating units on 29 January 2016 from the Kingston branch. The sales assistant said they should be with me by Easter, although the normal delivery time was 8 to 10 weeks. Easter came and went with no delivery. March 25 (8 weeks) came and went too, as did April 9 (10 weeks). Throughout this period, I was calling John Lewis, both the store and their distribution centre no-one could tell me whether the gods had been made and/or where they were. What was particularly galling was that these seating units would have taken about two days max to make and upholster. As is often the case with John Lewis, they build in long lead times as a means of financing themselves. In this case, they'd had GBP 1,500.00 of my money since January 29. Eventually, I received a call and a delivery date was agreed, viz 4 May between the hours of 07.00 and 14.00. At about 9.00, a lady from their Park Royal distribution centre called to say that the delivery was en route, but that they did not have all the units. They could not find them all. I said that I had taken time off work and was not prepared to take two days off to receive two deliveries. She said that I had (sic) to wait for the partial delivery. I asked her whether, if she ordered a Christmas turkey, would she take delivery if only the legs were going to turn up with the rest of the bird expected at some unspecified date in the future? I told her to call the delivery lorry and cancel the delivery, as I was not going to be in. She told me that, once out, their delivery lorries could not be contacted. I subsequently discovered that was a downright lie. After a few complaints, another delivery date was agreed, viz 26 May. To "compensate" me for the shocking service, they gave me a two hour slot between 17.00 and 19.00. At 13.30, a message was left on my phone from the Park Royal delivery centre to say that they could not trace parts of my order. There was still a chance the order would be out that night, but it might be the following day. The caller said they would waive the GBP 19.00 surcharge for the two hour delivery slot !!!! I called to express my disgust (I was in no way impolite) and asked them to call me by 10.00 on 27 May to confirm delivery. They did call...to say that they could not find the arms that went with my units. I told them that, after 4 months, they could keep their goods and I now await the rebate to my credit card. That evening, a person from John Lewis called to ask me whether my delivery had arrived ok and if I was pleased with the goods. I asked him whether the left hand of John Lewis knew what the right hand was doing, as no delivery had been made and I had cancelled the order having waited 4 months for it. The next day, I received an illiterate e-mail apologising and offering me a GBP 100 John Lewis voucher. Here is my e-mailed reply: Dear Mr Khan, Thank you very much for expressing your concern and for calling me earlier. As for the £100 gift card, please kindly find the person responsible for the disgraceful way in which I have been treated and insert it into their cloaca. Of course, vertebrate mammals do not possess a cloaca, but I cannot believe that the person who caused this mess was a homo sapiens. If they are, then I leave it to you to decide where to insert it. I certainly want no gift voucher from you. Regards Paul Luke”

Helpful Report

Posted 9 years ago

“poor quality ,poor service and disgraceful customer services, issuse still not resloved well done John Lewis, will be cancelling my other order and sadly won't be using your services again”

Helpful Report

Posted 9 years ago

“My son ordered a picture for us, when it was delivered the packaging was wet and the picture torn in one corner. He contacted them and arranged for it to Bo collected and a replacement delivered. We waited in all day and nobody turned up. He phoned again and another date was arranged, we waited in all day and it did not turn up!! If I had bought this myself I would ask for my money back in full and shop elsewhere. My son is a fan of John Lewis but then he was not the one waiting in all day for two days. Very poor service in my opinion.”

Helpful Report

Posted 9 years ago

“I can't believe I'm writing this about John Lewis!! I brought a washing machine from John Lewis, and felt reassured it would be a good machine and a good deal, because it was John Lewis. The machine it's self is a John Lewis own make and it had a 3 year extended warrantee as part of the purchase price. The machine is now around 18 months old it developed a fault, I phoned John Lewis customer service to arrange a repair, they past me on to a third party agent who then subcontracted the repair. I waited a week for the repair man to arrive, and on the day of repair he arrived 4 hours late by bus!! I still can't believe I'm saying this about John Lewis!! As an expartner myself I know the standards expected, and if John Lewis are directly involved I still believe you can't beat them. The issue with electrical items appears to be the lack of control John Lewis have over the service provided by their agents contracted to provide repairs. My machine took two weeks to repair, and many calls to John Lewis customer service. The machine has gone wrong again with the same fault, but a different repair agent has attend this time and can't find a fault as it is intermittent. Reluctantly I have had to accept the machine is very poor and after a very short time a new machine needs to be purchased to resolve the issue as I can't keep waiting so long for repairs and using a machine that doesn't work properly isn't a viable option. I am shocked by the poor service and lack of care provided by John Lewis. As a customer of many years I will think carefully about purchases in the future from John Lewis, but I won't buy electrical items again from them as the guarantee isn't worth the paper it's written on. I am only writing this review because I am so disappointed, John Lewis promised to follow up with me after the engineer had called that was 5 days ago and still no call. I had already waited 14 days after a cancellation appointment. Thanks to John Lewis I have lost three days salary wasted time call customer services, and ended up with a machine that isn't fit for purpose. I have read the positive reviews and like these people I have made many purchases from John Lewis and I also regard them as one of the best and never had a problem in the past. I am truly stocked by my experience, and it is disappointing to write such a negative review.”

Helpful Report

Posted 9 years ago

“I was promised by email for delivery on Friday. That didn't happen. I was then told it 'might' be delivered on Saturday, but if not, Monday! Outrageous- this was a birthday present for a significant birthdate. I was embarrassed to explain at the party but did tell everyone it was John Lewis. JL refunded me £3.25 delivery charge and said 'sorry'. It eventually arrived on Monday. £3.25 did not compensate for the inconvenience or the fact I have to now arrange getting the present delivered. Hugely disappointed that a company I held in high regard operates with such a couldn't care less attitude.”

Helpful Report

Posted 9 years ago

“Have only given a one as could not leave none. I ordered three items from them two weeks ago and paid for Saturday delivery to ensure one of the items arrived in time for my nephew's birthday. On the Saturday, we took delivery of two items from the courier, but only one signature was requested. Therefore, a 'x2' was noted next to the signature to indicate this. The driver informed me that the third item was probably with a different driver. The third item never arrived and customer services took a week to begin an 'investigation', which they claim they have still not completed a week later. I am disgusted by their lack of interest and shocked at their inability to process something at such a basic level when they have all the information in front of them. To be honest, after two weeks, I don't care what went wrong. After experiencing their inept customer service, I'm surprised they ever get anything right. I just want my funds returned now and I should not be made to wait until they have got their act together for this to happen. John Lewis maintain they expect to provide a high level of customer service. They are way off the mark.”

Helpful Report

Posted 9 years ago

“I have had problems with John Lewis service recently. After adding the product to my basket and entering in my bank details following the instructions to the final payment the system would not confirm my order. I rang up John Lewis and explained to the assistant my problem by which she tired to put my order through (it still didn't work). I rang up the bank, thinking that they probably just needed me to answer a few security questions to confirm my identity. All well, the bank prompted me to try the transaction again. I went back to my John Lewis basket and tried another six times, rang the bank up again to find that John Lewis had blocked me from their system. The bank assistant helped me in sorting this problem and I was able to put through my transaction. I was expecting to pick up my order the following day at 2pm at a convenient store only to find an email that evening telling me that the order had been cancelled. Disappointed I rang up the helpline to see what was going on. The assistant couldn't explain why this had happened however to replace the order. I asked her if the money had been taken out of my account by which she replied no and to try placing the order again. Having doubts and wanting to double check I rang up my bank to find out that the money had in fact been taken out of my account. I am very frustrated with John Lewis. I know they need to provide a secure service however this wasted a whole day of mine, going through checks and multiple phone calls to my bank for a seemingly simple transaction. I will not be buying from John Lewis in the future. Note to anyone else who is having difficulties processing a transaction, double check what is happening with your bank.”

Helpful Report

Posted 9 years ago

“Terrible experience with rude drivers who at first were refusing to get my fridge into the house as the packaging was too big! When I asked them to remove it, they insisted I would be responsible if it got scratched”

Helpful Report

Posted 9 years ago

“It is not worth paying to have an item delivered with John Lewis. I purchased bedroom furniture and paid the extra charge for a specific date and specific time. The driver did not show up. The customer service number that they provide is not able to offer any form of information. The rescheduled the delivery for 10 days later. Terrible service. It is not even worth buying from John Lewis.”

Helpful Report

Posted 9 years ago

“Phone hung up on me 3 times today.appalling service from jonh lewis Sold me a faulty coffee machine and from day one we had problems with it,Its now 4 months old and it finaly packed up for good today, We have demanded a return and full refund due to this being a on going problem but they dont care and wont help. The way i was treated today was simply appalling,transfered to 8 people over a 2 hour period and had the phone put down on me 3 times. They just dont care,they are rude dishonest and have lied to me over and over again. I used john lewis with the feeling that they are a big household name and can be trusted if things go wrong. Well thats not the case and i can be sure of one thing,and that is i will never buy from them again. This has to be the worst experience ive ever had with such a company. So buyers be beware,Big name does not mean big service,im still fighting for my return and refund and this is just one of meny reviews i will be giveing john lewis,The word needs to be put out there-stop treating buyers so badly. Customer service is also often referred to when describing the culture of the organization.Your interaction and the way you have treated me is appalling and for that im happy to give JOHN LEWIS this well deserved standing ovation and review. KEEP UP THE BAD WORK.”

Helpful Report

Posted 9 years ago

“We bought a washing machine in store, and arranged a delivery date eight days later. John Lewis delivery service was surprisingly inflexible. The earliest delivery date offered to us was in four days time, and we had to delay this for a few extra days. On the day before delivery, we received a text, confirming a delivery slot. At 7am on the delivery day, we received a text informing us that th delivery had been cancelled. On contacting the store, we were told that the washing machine was out of stock, despite the fact that John Lewis had taken full payment eight days previously. This was very annoying and inconvenient - we are a family of five, and by this time, we had been without a washing machine for ten days. We had also rescheduled our work commitments to be at home for the delivery. Our money was refunded promptly, but we were not offered any compensation for this unacceptable level of service. Sadly, this is not the first time that we have been badly let down by John Lewis in recent years, and I do not intend to buy white goods from John Lewis in the future. We have since purchased the same washing machine from Curry’s, for a lower price, and with free next day delivery. In comparison, the customer service provided by Curry’s was far superior.”

Helpful Report

Posted 9 years ago

“Ordered a large rug on the internet. Was happy to wait for the 6 weeks lead in time, but no contact from JL thereafter. I did all the chasing. A string of broken promises and missed their own deadlines. No contact from their delivery agent. Eventually the rug arrived with no prior notice or agreement, so room not ready to receive it. Highly inconvenient and a trip hazard - arrived 30 mins before guests staying for several days. The delivery man could not communicate so there was no way to negotiate not accepting the rug at that time. They offered a goodwill gesture early on but this proved to be so small it was an insult, eventually increased it. Did you know JL customer service phone line staff cannot send outgoing emails - so no continuity of care. I'm afraid JL can no longer be relied on for good customer service.”

Helpful Report

Posted 9 years ago

“As a returning loyal customer i received the worst shopping experience. I ordered on line a surface note book and a hp printer with the assistance of sales rep in store at solihull . All went through well I thought. I stressed the order was time critical. Not received the goods after 10 days I phoned only to be told the order was cancelled by me which was certainly not the case . Got all sorts of excuses. Incredibly one feeble excuse was that my credit was not good on a John Lewis account.. an account on which that very day was credited by some £1300 due to a product recall. Upon complaining I got a pityful response after 16 days i was stonewalled and given excuses which were nothing more than a ruse to cover up serious deficiencies in their internal systems. My advice is that JL have fallen from their once renowned good standards of service to the nadir. They have become drunk in their own perceived success . Uncaring and shameful Come on J L what has become of you. I wasted all my valuable time and lost out financially in a new JL unwanted service of .pass the buck game and it will all go away.. yes I lost as they have in losing a loyal customer.”

Helpful Report

Posted 9 years ago

“Please do not order a washing machine from John Lewis. I have been subjected the most outstanding level of incompetence and rudeness from customer service. I was told that my order would be with me a bit beyond the usual four days then after they had taken full payment immediately when called they said it would depend on when they received delivery which could be 3 to 4 weeks. Eventually after almost 2 hours of calls made by me they don't phone you back. Every call different information one "partner" called her colleague a liar shouted down the phone and when challenge d about her appalling tone for being in customer services she said she was terminating the call. No refund as yet it has not been processed despite order being cancelled 4 days ago and being told it had been processed. Please save yourself the extreme anxt and go elsewhere that can deliver.”

Helpful Report

Posted 9 years ago

“Until today, I have always thought of John Lewis as a store that fosters loyalty by offering a high level of customer service and taking customer concerns and complaints seriously. However, the customer service I received over the last ten days from all levels of staff, including members of the senior customer complaints team managed by Andy Street - who provided me with John Lewis's final decision today - has left me disappointed, infuriated and absolutely sure that John Lewis is not the company it once was. Six months and nine days ago I purchased a John Lewis own brand integrated larder fridge (product number: JLBILIC07 for £650). Ten days ago I woke to find the fridge had stopped working. I tried all the necessary troubleshooting as outlined in the manual and then called John Lewis customer service for assistance. They informed me that I would have to contact a recommended service centre in my area, which I did. The service centre informed me I would have to wait five days and could not give me any idea as to whether my call out would be a morning or afternoon appointment. As a result, I had to book the whole day off, only to receive a text the evening before to say it would be from 12pm, however by the time this text arrived it was too late to reschedule the leave with my employer. When the engineer finally arrived he informed me the compressor was faulty/broken and would have to be replaced. As it transpired manufacturer reported that this particular part was a low stock item and at that time they did not know how long it would take to arrive ( I now know it will be a minimum of ONE month). Without any repair date on the horizon, I called John Lewis and this is where their lack of customer care became ever more obvious. Since the engineer left on Tue afternoon I have spoken with at least fifteen customer service agents, including those at a senior management level. I was given promises of call backs that never materialised and when I called to chase I was informed that calls are made up to ten at night, so to be patient - it later transpired that when I was told this the department that would have called were already closed as they closed at 6pm. At every stage, I had to chase, prompt and instigate all contact only to be fobbed off yet again. Regardless of who I spoke with they all informed me that whilst they agree a fridge is an integral part of the home it is felt that one month is not an unacceptable timeframe in which to wait for a repair; in fact, they said that as a gesture of goodwill, if the part had not arrived in ONE month time they would reaccess the situation and at that time consider other options! Unable to wait indefinitely I informed John Lewis that they were leaving me with no option other than to purchase a new fridge from Curry's and pay for their faulty product to be removed. I was told "that is completely your decision madam. Can we help you with anything else today?" So, as a result of this extremely poor service, I will no longer shop at John Lewis or Waitrose and neither will any of my family. I do not own any social networking accounts, but as a direct result of this, I am in the process of setting them up so that I can get this story out there and prevent this from happening to someone else because a £650 fridge has ended up costing me £950 through no fault of my own - money I don't have. If John Lewis's new mission statement is to work towards purging themselves of loyal and long standing customers, congratulations are due because they are superseding all expectations.”

Helpful Report

Posted 9 years ago

“Ordered an office chair, website indicated should be in stock in 7 days. 7 days later same indication, mailed customer services who stated the booking team would check stock and contact me. Booking team did not contact, customer services provided 4 hour delivery slot as apology but would not provide name of individual I could send complaint to. Order cancelled.”

Helpful Report

Posted 9 years ago

“I called and spoke to four or five customer service people over several days each one gave me different assurances all of which turned out to be false. I asked to speak to a manager, was told one would call me back, never did. Bottom line is that john lewis refused to take responsibility for something going wrong and didn't provide anything like adequate customer service. The whole experience has left me stressed and John Lewis has lost a customer of several decades standing.”

Helpful Report

Posted 9 years ago

“I ordered in the morning 7th of april a lens with camera with delivery on the next day. This was an order for more than £3K and of course payed extra for fast the delivery. I have received an email at 8pm that they were unable to obtain an authorization from my bank and I should contact them asap. Why the hell, did they send the email at 8pm? Why didn’t they send it earlier? The transaction has been authorized as money has been taken from the account so I called them straightaway and asked what is going on. I talked to them very politely despite the lady on the phone was not pleasant and she kept telling me that is a problem with my bank and I should contact bank and call them on the next day between 7am - 8am and I needed to speak with the payment department. I explained her that the transaction has been authorized that they have a problem on their side, but she was did not allow me to talk and she kept repeating her stuff. I have decided to call my bank and they confirmed that the transaction has been authorized and they gave me even the authorization code, and they said that there was a problem on John Lewis’s side... I have decided to call again, but again I was unlucky with not very pleasant person who said to me that they need to take another payment which i refused as the money had been already taken from my account and again I have been told that i need to call them in the morning. Also he has seen the authorization code from my bank. I called them in the morning and finally i was able to talk with a polite person but despite this he said to me that i needed to call them after 8am as there is nobody from the payment department. I call them at 8am and spent around 40minutes on the call explaining what happened and they were still telling me their excuses, that they I have to take another payment and ba bla...and the payment department refused to talked to me. As I had an authorization code I wanted to talk to them and not only for this, I wanted to hear why this happened. Again I refused to make another payment and i was given a supervisor Lindsey, who again refused to give me the payment department and again I have heard same story. I canceled this order as after this dreadful, most disgusting experience. I called my bank, to check if the order has been canceled and it was not, so i asked them to let me know, how quick it was the possible to get my money back. I had to make another painful call to john lewis, to ask them politely if they can fax my bank that this transaction has been canceled with some details. The representative took my details, did not get any email what i have asked for and they still did not sent any fax to my bank despite i have asked for this. I emailed them as well, to make sure that the customer service receives this information. After this : No more John Lewis. Never Ever and I would suggest to be careful when you are making any online purchase. The worst customer service ever.”

Helpful Report

Posted 9 years ago

“I ordered a washing machine from John Lewis on 20 Mar, with installation and removal service and John Lewis' Added Care extended insurance. The item was set for delivery on 30 Mar. On 30 Mar, John Lewis' delivery driver came, but the driver found that the front of the washing machine was actually damaged. I did not get an answer to the question as to how could a washing machine with a damaged front could have been loaded for delivery. But I was told by the driver that I would get a call back from John Lewis. I was told that there could be another delivery the same day. But I did not get a call back from John Lewis. Instead, I called John Lewis at 0955, only to be told that the customer service person could not tell me anything! I called again at 1235. The person whom I spoke to was only able to read the order to me. I have know what was ordered, and do not need to be told what I had ordered! When I asked about when another washing machine could be delivered, I was dismissively told that the only option is 14 Apr, and there is nothing else that can be done nor to talk about. I complained about this but I received nothing other than platitudes. I received 3 e-mails from 3 separate John Lewis staff to the effect of confirming that the order would be delivered on 7 Apr, and that there is nothing else that can be done. Today, at 0915, John Lewis' delivery driver arrived with a washing machine, but I was told that there will be no installation and removal. I was told by the driver that nothing can be done, and that someone will ring me back in 30 minutes. I was pressured into accepting the washing machine as-is. I called John Lewis' customer service at 0937, while the driver was still present. I was assured once again, that I will receive a phone call in the next 30 minutes. I did not receive a phone call from John Lewis. I called John Lewis' customer service again at 1055. I was told that I would receive a call back by 1130. The person whom I spoke to said that once the item has been installed, I can discuss compensation with John Lewis. But I did not receive a phone call back from John Lewis by 1130 either. I called again at 1238. This time, I was told that the soonest would be 15 April. The person whom I spoke to said that she would speak to her manager about possibility of getting an earlier date, and that I would be contacted. By 1400, as I had not heard back, I called John Lewis' customer service again. I was able to see delivery date of 14 Apr being offered on johnlewis.com. I enquired about the earlier delivery date previously discussed. The person whom I spoke to told me that the earlier date is 14 Apr, and that there is nothing else that can be done and there are no managers with whom to discuss this either. The person said that an e-mail would be sent to me immediately acknowledging the poor customer service that I have encountered and that there is nothing that can be done. However, this e-mail did not arrive. I believe I have been consistently and structurally lied to by John Lewis. I have taken 2 days off work to receive the goods and services from John Lewis. Not only that the delivery has failed, I have been effectively told that such is life doing business with John Lewis and that there is nothing to be done nor discussed! I now await again John Lewis' performance of the delivery of goods and services ordered.”

Helpful Report

Posted 9 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

John Lewis Reviews