Name: John Lewis
Rating: 2.65

“Shockingly bad lost 2k thanks to disgraceful customer service and no returns. Have bought a Sony 65” tv that has not worked since we had it. John Lewis are full of excuses and have robbed us off. Nearly a year later it still doesn’t work. They refuse to replace disgusting attitude and non existent customer services. Escalated to complaint and 3m on - still no one calls us back!! We just want a working tv which is what we paid for. Avoid this company if you want a good warranty or refund or exchange as they won’t do any of this!”

Helpful Report

Posted 7 years ago

“never have anything delivered by John Lewis in Croydon- they will mess it up for sure. I bought a microwave which was to be delivered to the store for a pick up the next day. It didn't turn up for a week, which I had to chase up and eventually on the 8th day from order after a call to customer services it was delivered at home. I Also ordered a double oven which was to be delivered to at home on a specific day. I received a call at 2pm in the afternoon to say due to lost paper work the item is not being delivered. However the section manager came through for me a delivered it. Thank you.”

Helpful Report

Posted 7 years ago

“After shopping at John Lewis Oxford Street & Peter Jones for 40 years I am shocked at the deterioration in the standards of the sales staff and customer service generally, which used to be second to none. Your customers do not need gimmickry to encourage them into your stores all they need is good old fashioned, good customer service, experienced helpful sales staff that are intent on providing good service and who are knowledgeable about the products which they are selling, they most certainly do not need to attend acting school to connect with customers just well stocked stores with items that are available. Our recent experience when we visited your carpet dep., at Peter Jones last Sunday is an example. We were met with a dismissive, unhelpful, rude sales assistant, even though my husband and myself were the only customers in the dept., and so she was not exactly run off her feet, this is the second time that we have had the misfortune to have been served by her and all we were trying to do on Sunday was to give your company £6,000 to pay for the carpet which had been quoted for. Looking on this page I see that we `are not alone in recognising the deterioration of service in your stores and it is little wonder that customers are choosing to go elsewhere for better service generally. I have tried dozens of times to complain and try to give constructive criticism but that has not been taken seriously so may I suggest that you start to listen to your customers and save The Partnership going down the same route as House of Fraser.”

Helpful Report

Posted 7 years ago

“Shockingly poor customer service. There was a manufacturing fault with a bed base I purchased from Peter Jones. It has taken well over 13 phone calls, 2 emails and almost a month to get a replacement. The entire length of the bed had collapsed. I even had to contact the manufacturers myself to arrange the inspection as Customer Service had sent the wrong information. When the delivery didn't turn up at the arranged morning time slot I had to call again. I was rudely dealt with by a member of your customer care team who informed me that he was unable to track the delivery but I should get it by 9pm I was told that if I had a problem I should email. When I asked to speak to manager he absolutely refused to either transfer me or to get a manager to call me back. It took another 4 calls before I was able to track the delivery. Appallingly poor service.”

Helpful Report

Posted 7 years ago

“Went to Cribs Causway to John Lewis to purchase an electric floor polished only to be told by the sales person for that product,she didn't have time to talk to us as would.miss her Christmas dinner Cardiff John Lewis we purchase a wedding present .We asked to have it specially packed as it was going to Australia. They lost it and it took a very long time to find it again. Cardiff John Lewis tried to buy a very expensive range cooker in olive green only to be told they would only sell one in black or cream, even though the manufacturer made them in olive green and about six other colours They did however phone us to say that they were now prepared to sell us a green one but was £500 pounds dearer. This all hapend a while ago so I hope things have improved”

Helpful Report

Posted 7 years ago

“Dire company and dire service Received a voucher for poor service on my last order, had no choice but to use the voucher so I placed a new order! Item not in stock so waited several weeks - chased a few weeks later and was told it would be in stock soon and I would receive a call to arrange delivery! In the interim I went online and found new customers could order and take delivery within 48 hrs! Staff member thought this was a website error and said if I cancelled my order and it was an error I would go to the back of the queue again! I placed a new order and found I could get the item within 48 hrs! However if I left this in place i couldn’t use the JL voucher so I have to pay in full again! Madness! I asked to speak to a manager and was advised I would be called back...... no call so I escalated the complaint and was told I’d be likely contacted in 24 hours! Approx three days later I receive a text saying the order was going to be delivered a week later (no way to contact or change the day.) logged online and no record of any delivery scheduled - No way to contact them and if I used the order number on the text it related to nothing I had ordered) I emailed again and another day passed! I emailed again and another day passed! I emailed again finally today I received a curt email saying thanks we have fed back internally, your order is now on it’s way and thanks very much! I called them - I fed back this isn’t acceptable, I’ve had to book another day of work I’ve been given incorrect info in writing twice and verbally three times! Response: it seems sometimes we just can’t make our customers happy! I have to agree I’m not happy and if I cancel I still end up with a useless JL voucher! So there is nothing I can do, perhaps that’s part of their stance! I am sure I will get a trite response to this feedback but hey ho if they wanted to assist I’m sure they would have done so in the numerous contacts I made to them NEVER AGAIN,”

Helpful Report

Posted 7 years ago

“I visited my nearest John Lewis store and I purchased £3,000 of kitchen appliances for my new kitchen; the sales lady arranged for all the items to be delivered to the store, and she linked them together so that they would be delivered to my home address all in one go. But it went dreadfully wrong, and they only delivered the cooker induction hob, leaving the all the other appliances in their store, for me to arrange individual delivery. This almost ruined the installation of my new kitchen and caused a lot of stress and anxiety. I might as well have bought the appliances separately, on-line, from the cheapest suppliers. What is the point of visiting the John Lewis store when they add no extra value? I still have to buy fridge freezer and washing machine - I don't be going back to John Lewis!”

Helpful Report

Posted 7 years ago

“Utterly appalling service and customer support. Many years ago, John Lewis were known for their great service and customer support. Unfortunately this is now no longer the case, and they are hands down the worst high street retailer I have ever dealt with. To anyone thinking of ordering a made to measure product, or made to order product from John Lewis - do not do it. You have been warned. We ordered £4,000 of carpet and flooring over 2 months ago, with the promise that we'd have it fitted within 5 weeks of making the payment. It took a total of 3 entire hours on the phone and 7 days of calling everyday just to make the initial payment for our flooring after accepting the quote. Countless time on hold, unhelpful staff. Every single time we were told that somebody would call back guaranteed within 24 hours to take payment - but on all occasions, we received no call. It then because our problem to chase them, simply to pay for our order! After making payment, we were then told that everything looked good with the order and they would call back within 3 weeks to arrange a fitting date for our flooring. Surprise - nobody called. I then called them and they couldn't help me, and again I spent over an hour on the phone trying to progress the order. I called again a few days after to check progress, and was told that everything is progressing well, on order and that everything is looking to be in stock and ready for fitting very soon - and that I'd receive a call back very shortly to arrange a fitting date. The following week I received a call to say that actually they had forgotten to order the flooring altogether. So, 5 weeks after paying for the order, and being told multiple times that it is progressing well, I finally find out that the team at John Lewis hadn't in fact placed the order at all! I then received another call (and spent countless hours on the phone) being advised that another area of flooring was actually now not in stock either, and this is now expected to be fitted 3 months later than expected. At the same time as placing the flooring order (start of June), we unfortunately made the mistake of ordering a Sofa too. We were guaranteed that the fabric for this sofa was in stock and the lead time was 5 weeks from payment (early June). Of course, this still hasn't been made or delivered. After countless hours on the phone trying to progress this order over the past 8 weeks, we finally received a more positive call last week to say that everything is now in stock and that we'd receive a call specifically on the 13th August to arrange the delivery date for our sofa. We have a written guarantee of this, and due to the other mix-ups we insisted that John Lewis confirmed and guaranteed this to us in writing. They confirmed in writing that we'd be contacted on the 13th August to arrange the delivery of our sofa. One week after this promise, we have received a call to tell us that in fact the sofa / fabric is not in stock at all, and perhaps not even been ordered - directly contradicting their previous written guarantee. They now tell us that they 'expect' the sofa to be available for the end of September, with a delivery date sometime in October. Of course, we do not trust this. We have of course escalated these complaints to multiple seniors at John Lewis, but I wanted to share our experience here so that other potential customers are aware of how things are dealt with at John Lewis.”

Helpful Report

Posted 7 years ago

“Online order paid for, no communication, no delivery of Fridge Freezer on booked day. So far told fridge freezer was in stock on ordering, then in stock again when called initially chasing missed delivery but customer care unable to chase delivery people because a Saturday but said could rearrange delivery for next Saturday. Fridge Freezer now out of stock again on Monday (told could be in stock in 3 weeks) - why book delivery and take my money? I offered to use my now credit balance in local John Lewis store to buy an alternative and collect myself - Customer service advised not allowed and have to wait up to a week for my refund and then I can visit local store to buy fridge freezer! Very; very poor customer service - luckily paid by PalPal so should get refund by opening item not received dispute. John Lewis now appear to outsource their USP of customer care - won't be using again - I was a long standing customer. Another previously excellent retailer to avoid.”

Helpful Report

Posted 7 years ago

“Ordered a Zanussi Fridge and agreed delivery. Received all of the appropriate communication, including the night before scheduled delivery advising a 15:00 to 17:00 window. Great! Cleared space, arranged for removal of old fridge this intended to replace, and on the morning of delivery (at 08:28) received confirmation that delivery under way and re-confirming delivery window and advising that driver would contact 30 minutes prior to arrival..... By 16:45 had heard nothing until call came (OK I thought - better a bit later than forecast but at least a fridge) "sorry, but traffic has been heavy and running late and won't be able to deliver today". No alternative offered - left to me to try to sort out an alternative. For the record I sorted out in the most appropriate way and told them to keep their fridge! I work in a customer focused environment, and we would have shifted heaven and earth to ensure that even if late, we would have got the product to our customer, even if it meant sending out another van or a manager - but clearly not the John Lewis ethos! To have let it get as late as they did to make contact is both unprofessional and unforgivable.”

Helpful Report

Posted 7 years ago

“Never going to use john lewis car insurance ever again Treated my husband like a crimal Rude and unhelpful call centre staff Even thou my complaint was upheld I am still going to the financial ombudsmen”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, I have told them that I am done with JL and will turn to amazon, the kid I spoke to just kept reiterating that he had been in the job for 6 years and knew everything there was to know, well here's my prediction, he wont be in it for another 6 years.”

Helpful Report

Posted 7 years ago

“My parents now both in their 60s bought a washing machine from John Lewis purely because they felt that if there was a problem that it would be resolved in a speedy and professional manner.... little did they know that this wasn’t the case. Back in March 2018 the machine was bought and within weeks the faults started to become apparent and what did John Lewis do.... nothing! They didn’t register the complaint and even offered at a fee to send an engineer round if there wasn’t a fault but because JL apparently have no record the machine couldn’t be replaced or a refund offered. Riddled with problems and clothes ruined and incompetent engineers and blindly ignorant customer service staff and Mum is finally being told that she doesn’t know how to use a washing machine, which is why there’s a fault! JL have caused my parents a lot of stress, especially my Mum who wished she’d taken her business to an independent instead. I’ve never seen her so upset or dread using the machine for fear of what will happen next.”

Helpful Report

Posted 7 years ago

“I paid for a sofa and scheduled a delivery. On the day of the delivery, the courier turned up half an hour after he said he would and knocked on my door without the sofa. He then said ‘I don’t know if the sofa will fit through your door (it’s a standard size door and I’ve got much larger sofas throught it previously). He didn’t even bring the sofa out the fan and try to fit it, nor did he bother to measure my doorway. He then fled and said customer service would call. Customer service never called so I had to raise a complaint. My complaint was completely ignored. After a THIRD complaint, I finally got a response which didn’t address any of the issues I raised. I’m still battle my with these people, but I really expected better than this. It was a rather expensive sofa and I thought the service would be good. But I was wrong. I’ll never use John Lewis again. Shoddy retailer.”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, I have told them that I am done with JL and will turn to amazon, the kid I spoke to just kept reiterating that he had been in the job for 6 years and knew everything there was to know, well here's my prediction, he wont be in it for another 6 years.”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, I have told them that I am done with JL and will turn to amazon, the kid I spoke to just kept reiterating that he had been in the job for 6 years and knew everything there was to know, well here's my prediction, he wont be in it in another 6 years”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, thats me done with JL”

Helpful Report

Posted 7 years ago

“Poor customer service”

Helpful Report

Posted 7 years ago

“If i could rate it less I would. I have had a sofa for 12 days that I cant put together as there are no screws. I cannot get a straight answer from John Lewis, they just keep fobbing me off. I have complained to customer service and they don't respond. I have had to go onto facebook to get the attention of John Lewis and still all i get is my complaint is being escalated but to who I don't know as they wont tell me. Apparently customer services is going to contact me but somehow i don't believe it as they have not responded to previous email. I still have no answer to when i can put my sofa together. They even tried to blame the supplier which is difficult considering i purchased it in the clearance from John Lewis. Just terrible terrible customer service”

Helpful Report

Posted 7 years ago

“I Recently Purchased a Samsung 55" QLED TV from Peterborough I was told by the Sales person that I would be able to qualify for a Free England Football Shirt when I recieve my New TV. I have tried calling Samsung and John Lewis and had no Joy. Apparently it was for a March April promotion well I purchased end of June Missold Not Happy.”

Helpful Report

Posted 7 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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