John Lewis Reviews

Name: John Lewis
Rating: 2.68

2.7 Rating 2,394 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,394 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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"I purchased Apple Watch SE with a value of \u00a3259 from the John Lewis website on the 27th of June. I had an email from Royal Mail on the 29th of June telling me that the watch would be delivered between 09 30 and 1330 on the 30th of June. I was at home the whole day but nothing arrived. Then at 1713 on the 30th of June, I received an email from Royal mail with the tracking number showing the item delivered. But I knew it had not been delivered, so I went onto the Royal mail website and entering the tracking number, I found the photograph I've attached below. It was clear from that moment that the Royal mail delivery driver had decided to pocket the watch and enter a deliberately ambiguous photograph as so-called proof of delivery. I immediately reported it to John Lewis and I sent them a copy of that tracking photograph. They responded to me and asked me is that your house? This was a particularly stupid question as you can see from the photograph. I confirmed it was not my house and I haven't received the item. A couple of days later, when I was starting to dispute the charge with my credit card company, I noted that the proof of delivery photograph had been changed to a completely different photo. How Royal Mail allows its so-called proof of delivery tracking system to be manipulated and altered like this is beyond me, but that's a different matter.\r\n\r\nJohn Lewis said they would investigate with Royal mail, but despite three emails to them, I have not received a resolution, or the watch which was intended as a 75th birthday present for my mother-in-law, whose birthday has since passed.\r\n\r\nOf course, I raised this as a dispute with my credit card company American Express. I found out today from AMEX that when they enquired of John Lewis about the delivery of the Watch that the documentation they provided to Amex, they deliberately withheld the photograph that I have attached to this review only entering the altered 'proof of delivery', even though they had the first one in their possession. It turns out that John Lewis are as dishonest as the Royal Mail driver who took the watch in the first place. I usually buy items on amazon.com that require a signature or one-time passcode for valuable items. I deeply regret using John Lewis and I will never buy anything in one of the stores or on their website again. You just can't trust them. Tomorrow I will go to the Apple Store and buy another watch, but at the moment I am out of pocket by \u00a3259 and it doesn't look like I will get my money back."

John Lewis 1 star review on 9th July 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“A sandwich on two consecutive days. First, cold bread, wilted lettuce which was inedible, hardly any plum chutney. Second, egg and cress, gluten free. Bread difficult to swallow, it stuck to the mouth, eggshell in the sandwich. Pot of tea O.K.”

Helpful Report

Posted 6 years ago

“I ordered a washer dryer and paid extra for it to be installed. After being told it would take 4 days to arrive, the machine actually took 3 weeks. When it was delivered and installed the installation team damaged my fitted doors and the carcass and I was told to fill the door myself before they could come back and attach the door hinges. The machine wasn't as described as it didn't have the correct spin speed on the majority of cycles and also didn't spin sufficiently and left clothes wet with a couple of inches of water in the drum. John Lewis weren't helpful in sorting all these problems out until I emailed the CEO. I then had a chap called within the hour. I'm still awaiting a new machine and the repair of my doors, and I was informed that they would be expensive to repair.... Well, if they hadn't been damaged by their men they wouldn't have the added expense. I'm hoping that the new machine I've ordered works better, and is installed better, the doors will be repaired and it is all sorted out before I die. I'm terminally ill and used John because of their reputation because I needed a stress free installation! I wouldn't recommend them. They offered me £100 off a new model, but I discovered that they were offering this to all customers. This wasn't a gesture to say sorry for all the hassle, stress and damage. Useless.”

Helpful Report

Posted 6 years ago

“Returned item, told it needed to go to manufacturer for repair. Told to ring back in 2 weeks. 2 weeks past we right and I'm told there's been a mistake and they'll ring back in 24 hours. Nope. Next time the phone is put down on me multiple times. Eventually I get a real person who puts me through to someone else who tells me they'll ring me tomorrow. Nope. Very annoyed at all this, will be getting my goods next time from somewhere else. Who knows, perhaps that person tonight will actually ring me back tomorrow?”

Helpful Report

Posted 6 years ago

“They sold me a clock radio that had to be returned three times and when I tried to review it negatively my reviews were continually rejected. I read John Lewis reviews believing them to be honest and uncensored. This experience of discovering how my negative review was rejected several times has made me question John Lewis integrity.”

Helpful Report

Posted 6 years ago

“I ordered a new freezer, but was then found it completely impossible to get through to them on the phone to arrange for the old appliance to be taken away. The phone seemed to be answered, but all I could hear was General babble in the background.”

Helpful Report

Posted 6 years ago

“Price on item label was less than price I was charged, John Lewis would not honor the price marked on the box.”

Helpful Report

Posted 6 years ago

“Bought an Apple watch from JL rather than Apple for the extra year's guarantee. John Lewis had been my default store for any purchase since they opened in Solihull and I have spent thousands there. You imagine their customer service will have an edge. Not so! When the watch developed a fault after 10 weeks John Lewis staff lied ( "by law we have to return it to Apple"), disagreed between departments (it's the Tech Support decision about whether to replace it or it's the individual store's decision), and sent a practically illiterate email probably intended to confuse its recipient. They insist on depriving my son of this watch for about 2 weeks in order to either confirm there is a fault prior to replacing it or sending it away for repair, depending on whom you talk to! They are only prepared to do the minimum required by law, and this is rare in modern retail. Losing a good customer's goodwill seems not to matter. Too complacent, perhaps? Well, not my default place to shop anymore. To say I shall never shop there again would be foolish but already my weekend's purchases of cosmetics for myself and gifts for friends have been made at Boots and M & S respectively. I just do not trust John Lewis to do the right thing.”

Helpful Report

Posted 7 years ago

“I ordered a microwave and a mixer from JL. The mixer was delivered and left with the concierge but the microwave was never delivered. Having left several notes to call me for delivery since I live on the first floor and cannot pickup the heavy item as I am pregnant, I did not get any call nor the item. And this was after having booked redelivery twice, stayed at home to make sure the order gets delivered to the door, I was told by the JL customer service that Royal mail is holding your parcel. If it is the issue with Royal Mail which they know having tried thrice to get the item delivered couldn't they just use another courier? To top it up I asked for a refund and I was told I will have to wait till Royal mail sends the item back to JL depot to issue a refund. So basically holding up my money for no fault of mine. I am utterly disappointed with JL and will not shop with them again. I used to think highly of JL but looks like they have lost the customer service experience which other stores are striving hard to achieve.”

Helpful Report

Posted 7 years ago

“John Lewis Installation service very poor. Our washing machine packed up shortly before Christmas and so we had to quickly shop for a new one. We chose John Lewis as they had the best choice available to us and also offered an installation and recycle service (at extra cost) which appeared to be ideal as we have little experience in this issue. Because of Christmas, we obviously had to wait for the delivery, scheduled on December 29th. The installers were polite and friendly (and actually arrived earlier than expected) but on checking the environment for the installation, the senior guy stated that they couldn't complete it because there was "no access to the cold feed" and that "a plumber was required to replace the valve tap". They seemed unable (or unwilling) to try anything to improve the situation and abandoned the installation. They brought in the new machine and a Installation Service Note detailing the situation, and the promise of a refund for the installation. I was told that when the old machine was ready for recycling, I could arrange for them to return. So - at that point, we were left with two (non-working) machines and the prospect of a hefty cost and/or lengthy wait for a plumber. MADNESS!!! Fortunately, a family friend came round to look at the situation and quickly determined that THERE WAS NOTHING WRONG WITH THE VALVE. The plastic tap had been removed from the valve owing to space restrictions under the sink, but the valve itself was perfectly servicable using a spanner. Our friend completed the installation in under an hour. Of course, on contacting John Lewis Customer Services, the first available slot to remove the old machine is 5th January, so we have an unwanted guest in the hallway for New Year! So, in conclusion, the installers need to be a bit more clued-up and less risk-averse than these guys were. Were it not for a more knowledgeable friend, we might still be waiting for a plumber and a hefty bill!”

Helpful Report

Posted 7 years ago

“Washing machine delivered did not work. Had to wait a week for a new one (appointment then cancelled!) Then had to wait further week for replacement. £30 offered as good will gesture which just about covered laundry bills, never mind inconvenience, time off work and hassle. After two phone calls which I had to chase up £70 begrudgingly offered. Really disappointed, thought John Lewis products and customer service "a cut above" other high street retailers. Obviously mistaken about that!!! Would not recommend to friends or family if purchasing major appliance. Mrs Angelosanto”

Helpful Report

Posted 7 years ago

“- I purchased a mattress via the John Lewis website and set a delivery date for 6 days later. - On the scheduled morning of the delivery I received a call from John Lewis dispatch to say the product had not been put on the delivery truck. She said she would find out why and call me back to re-schedule another delivery date and time at my convenience. - However, another 3 days went by without any follow-up call. When I phoned JL Customer services to find out what was going on, I was told that the reason the mattress wasn't with dispatch was that it was not only out of stock it was also a discontinued product! I asked why this wasn't flagged-up on the date of purchase and also why I'd not received any follow-up call? He couldn't explain. - I declined the offer of ordering a replacement product and took a full refund. I was not offered anything in compensation (like vouchers), just a limp apology. - Instead, I ordered a similar mattress from MATTRESSMAN whose communication and delivery were excellent. Not only that, it was £25 cheaper and they delivered in 3 days. - I'm afraid my previously good view of John Lewis has changed considerably and I'll be reluctant to order anything online from them in the future.”

Helpful Report

Posted 7 years ago

“We've lost a voucher. Our fault, but I expect that we're not too unusual. (Look at the Mail money page) Rang about having it stopped and replaced. Told that on proof of purchase, they'll stop it - OK so far. Replacement? Highly unlikely, but we can argue with the store! It seems each does what it wants. No set policy? So, needing a £100 voucher, we've bought a blanket one at the Post Office. You can use them anywhere (JL too) and online. At point of purchase we were advised to keep the receipt in case of loss. Much more in line with 21st century busy lives! And kinder.........”

Helpful Report

Posted 7 years ago

“Refund still not received after 15 days. Rude Customer Service Agents blaming Black Friday.”

Helpful Report

Posted 7 years ago

“Bought samsung smart curved tv.few weeks ago. Having checked on features including ch 4 catch up. Had call out personnel at a cost as could not access app. They told me immediately that not available on Samsung st moment and I had been mis sold. That someone would call back. After two days eventually called them. On phone half hour passed from person to person and eventually went to store. Four diff tech people on telephone and two floor staff all told me diff things and conflicting info. Was Told most staff are temps as coming up to Christmas. Most of telephone staff supportive but passed me over to someone else. The store told me no one buys a tv for the channels they can provide! Eventually given the basic amazonfire stick as a sweetener and a temp measure but no refund of call out charge. Supposedly Samsung will eventually update. I will wait and see but I will not rush back to John Lewis for anyghing as the customer support does not exist anymore.”

Helpful Report

Posted 7 years ago

“I bought two laptops, though they were cheaper in currys and Tesco because I like the 2 year cover and the price match promise. John Lewis failed to keep the price match promise and the 2 Lenova laptops, which were apparently quite old stock have pitifully poor batteries built in batteries. Complaints made several times but passed over and ignored.”

Helpful Report

Posted 7 years ago

“The delivery arrangements to the customers home are awful. I waited in from 2pm for a mattress which arrived at 9pm. When I checked with John Lewis they described this as a 'standard window'. Apparently they can give more specific times - at a cost.”

Helpful Report

Posted 7 years ago

“Awful service and attitude from delivery men. - Delivery failed to arrive within promised 4-hour slot and I received no call to explain. - After I called John Lewis, the delivery man finally rang two hours late and was rude when I said it would take me a few minutes to get home. - When I arrived at the property, the two men were initially reticent to take the two wardrobes I'd ordered upstairs and complained that they were heavy. They then made it clear that they would not take the chest of drawers I had ordered upstairs, so I had no choice but to have it left in my living room and to take it upstairs myself piece by piece. I really hadn't expected this dreadful service from John Lewis - rude, late and lazy deliverymen and no apology for the inconvenience.”

Helpful Report

Posted 7 years ago

“Update on my bed... Out mattress was finally delivered tonight. But just within (and I mean by minutes) by the courier company. They however - the couriers - were an absolute delight. Careful; efficient and polite. Our son now has a bed after 3 nights of camping. JL has made a goodwill gesture, which is appreciated but we have learned a valuable lesson.”

Helpful Report

Posted 7 years ago

“Ordered a cooker online. They failed to deliver 3 times. Each time the driver came, didn't knock on the door properly, threw a card onto the floor outside, and did not even bother calling. The cooker was for my mother and it took 3 months to sort out, eventually I cancelled it. I did not give a 1 star because the last time I called back the customer agent was ok about it. So then went t AO.com - ordered a cooker, came when I wanted it to, they kept me informed all the time, day before sent a text, called me in the morning, delivered before 12pm and installed perfectly. Complete opposite of John Lewis. I used to shop at JL all the time - not anymore, you can't take your customers for granted, and they surely have been.”

Helpful Report

Posted 7 years ago

“I ordered online a fridge and a freezer from JL and also paid for removal of old fridge/freezer. I never shop around I always buy from JLewis as in the past I have had good service from them. The available delivery slots were limited (even 2 weeks in advance). I chose 2-9pm on the understanding I would be contacted day before to confirm delivery - and I assumed would get a 2 hour window time. They did not contact me. I contacted customer services the evening before and they said they couldn't give me any idea of when my delivery would be only that it would be 2-9pm. I therefore took a half day off from work to be home by 2pm. My delivery arrived just before 9pm. I do not believe that the drivers randomly deliver at will. There must be a route that is planned and followed. JL have no respect for their customers - unlike their competitors to whom I shall look to in future. And.....don't even think about JL broadband. IAnother dreadful experience. Suffice to say don't go there.”

Helpful Report

Posted 8 years ago

John Lewis is rated 2.7 based on 2,394 reviews