John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,445 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,445 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

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

“They don't deliver on time, as per transaction conditions, and they 'apologise for the inconvenience'. They either blame 3rd party suppliers or item being out of stock, when it's their clear responsibility to deal with suppliers and keep an eye on the stock. As a nice addition, their customer service talks with strong Irish accent, so good luck trying to understand what they say to you at the first attempt. I hope others were more intelligent than I and read reviews before attempting purchase.”

Helpful Report

Posted 7 years ago

“Hi, I bought a 65" TV ( £1300), wall mount (£157 -as advised by JL for the TV), and a TV install which cost an extra £125. It took 2 weeks to organise an install which I had to take a day off work for as I work in the City. The installers came, checked the wall, and set about installing until on unpacking the TV the realised the had picked up the wrong TV (55" instead of 65"). The left and said JL would be in touch within a few hours to set a new date for delivering. No call was received. After 2 days I contacted JL and was told I would be on their urgent list and they would arrange delivering and install within 3 days and I would be contacted later that day. Again no call. When I contacted them I had to start again. They then agreed an install in another 2 weeks, so I booked another day off. The installers arrived and within 2 mins had decided the wall wasn't suitable. I explained it was a 2 1/2 foot thick outer wall in a new house with plasterboard overlay and showed them the wall thickness by opening the door. I also said I would accept and sign for full responsibility and explain the previous fitters were happy to fit the TV to the wall. No joy. After 2 months I had £1500 worth of TV still in a box and despite the same promises again no call from JL. I had the builder of the house fit the TV for £50 and its as solid as can be. This service is appalling and an embarrassment to JL.”

Helpful Report

Posted 7 years ago

“3 phone calls totalling 45 mins. Waiting for someone to pick up. Someone eventually picked up. JL promised to ring me back, giving a reference no. No one rang back. I called again trying to explain the purpose of my call. Also to register a complaint of my treatment. Was told someone would call me back next day to discuss delivery date and my complaint. Received a call back next day only to be told JL too busy to take my order and someone would get back to me in 48 hours to give me a delivery date and to discuss my complaint as these issues are “not handled at Bluewater” What a shambles what company can be too busy to take my money. Isnt that what they are in business for?”

Helpful Report

Posted 7 years ago

“The worst company I have ever had dealings with. Delivered a new washing machine which was damaged. The digital display was broken & it makes a noise like a train. Absolutely deafening. Sent a Hoover engineer to assess the machine who informed us the machine had been very badly fitted by the John Lewis fitters. For which I paid £90 + £10 tip. And they would replace the digital display under warranty. John Lewis did not want to know & washed there hands of us. We now have a brand new washing machine we neither want or can use. A £500 waste off money. JOHN LEWIS YOU ARE A DISGRACE! They would not publish this on the John Lewis website or answer on the Trustpilot website. A total admission of guilt.”

Helpful Report

Posted 7 years ago

“On the 27/12/17 my electrician plugged in my new AEG gas hob which I had ordered from John Lewis. However the next day when the gas engineer Came to connect it he done some pre-checks and noted that it was extremely hot in one corner he asked me to call the electrician urgently And would not proceed with the fitting until he arrived. In the meanwhile we unplugged the hob while waiting for the electrician there was an almighty explosion The gas hob had exploded and glass was all over us and the brand-new kitchen. When the electrician turned up he checked all the wiring as it was all brand-new in the house and said he was extremely concerned to why it had not tripped the RCD circuit and Deemed the unit to be at fault. I called John Lewis customer services and explain to them what actually happened but I was shocked at the response as they did not seem to care they said as the unit had been sent directly from the supplier so they have nothing to do with it and put me through to the supplier AEG who then after several hours of waiting put me through to respond services there repair service center who after an hour of waiting advise me that the unit was not repairable and put me back through to AEG who then after another hour put me back respond services to be be told the same thing.after failed appointments and no help from JOHN LEWIS & AEG i managed with great frustration to get my money back but have been left out of pocket.”

Helpful Report

Posted 7 years ago

“Delivery was on time even at busy sales period (Christmas). Very happy with it's service and product as always. :)”

Helpful Report

Posted 7 years ago

“I recently bought an item. Upon opening the box, I found a COMPLETELY DIFFERENT PRODUCT in the box. I was so shocked by this I returned it the next day hoping for a quick resolution. In a nutshell the support team inferred that this type of mistake is impossible and that someone( myself ) had tampered with the contents of the box. Unbelievable really. I won't even say any more. That's enough for you to form your own opinion. I was made to feel like I was a liar and a fraudster based on the words used by their support team. For this I will not rest until I have gone through every regulating body for John Lewis to understand that no customer should ever be treated that way. People work hard to earn their money, the last thing they want is to be accused of heinous acts whilst being embarrassed in front of other onlooking shoppers. I have no product and have no refund. John Lewis have £350 of my money and I have nothing to show for it.”

Helpful Report

Posted 7 years ago

“Took them 6 months to deliver the curtains I ordered. You have to chase them endlessly and coordinate between their workshop, store and head office. Totally gormless staff.”

Helpful Report

Posted 7 years ago

“Terrible customer service. I had to send several emails and calls over a two week period, to get an answer to a simple question. Won’t be rushing back”

Helpful Report

Posted 7 years ago

“Ordered a Sony TV, they were meant to deliver on Wednesday, between 19 and 21. Got a call at 20:00 to tell me it would rather be 21:30-21:45. Got another call at 21:50 to tell me it would be in 20 minutes. The delivery arrived at 22:20, but it was a Samsung TV... Customer services re-arranged a delivery for Friday, between 14:00 and 21:00, got a call at 16:10 to tell me they actually don't have the TV, they would have to re-arrange... 2 days wasted...”

Helpful Report

Posted 7 years ago

“For Christmas, my brother wanted a gaming monitor from here, and asked us to give him gift vouchers so he could afford this item. The item is £379 in total, and we did give him some vouchers towards this. He received one card that was worth £300 and one that had £15 on it. This was his only gift this Christmas so after getting the cards he planned on purchasing the item the next day. The item was out of stock however he was told it was being re-stocked just after Christmas, which it wasn't. It's now available in other stores UK wide (Curry's, Argos etc) but our money was tied up in John Lewis and the promise that it was being re stocked - which it wasn't. He needed the item now but absolutely needs the item within the week however that has been deemed impossible. He expressed his upset to me that the item wasn't going to be with him for what he needed (and at this point wasn't even aware there may be a re-stock) so assumed that we have £315 pounds worth of vouchers that are useless to us. I called John Lewis customer services yesterday at around 1pm to see if anything could be done. Was hoping we could find one in store near us and collect or if not near us find one, then pay over phone with debit card for the rest of the amount and have sent to a store near us or pay extra delivery to come to us directly at home. Sounds simple enough right? John Lewis didn't seem to think so. 1st Person I spoke to - She said that there may be 2 available at Oxford (note, we're based in Stockport, so not close). I asked if we can pay over phone or have shipped and she seemed enthusiastic and said that it's up to the Oxford store. Asked for the number for them, the phone went dead. I called back and got the same lady who had no explanation as to why it went dead. Gave me a telephone number for that store and we hung up. I tried that number and it wouldn't even connect. Being naive I thought I'd noted the number down incorrectly and tried Googling the Oxford number to talk to them directly. Spoke to a 2nd person who was the rudest by far. She said that we don't have numbers for individual stores, and the tone she said it in implied I was stupid for thinking there would be one. I explained the issue and essentially said " We don't take payments on the phone with gift cards, it's debit only, there's not a thing we can do" and that was that. Unsatisfied, I spoke phoned the customer service number yet again and I explained the already long issue to a gentleman, who would be the 3rd person I'd spoken to in that 2 hour time window. I'm certain he said they CAN ship between stores because I actually made him repeat himself as I couldn't believe it based on what the previous lady had just said. He looked into it and again said nothing can be done, because WE WANT TO PAY OVER THE PHONE WITH GIFT CARDS. Repeat, gifts cards bought from JOHN LEWIS. Yup makes no sense. I had the day off work yesterday so I had the time to be on the phone while everyone else in my house including my brother (who is actually under the weather himself, hence me dealing with this) isn't home until around 5pm. At 5pm I explained this to my dad and he was furious. He wanted to log it as a complaint as if THIS is the John Lewis system it's poor. We called again and received the 4th person we'd speak to. Like the others he did try to help but basically said "Our system doesn't allow, it's not changeable. Only in extreme circumstances maybe". I CAN'T THINK OF A CIRCUMSTANCE MORE EXTREME THAN THIS. I don't waste hours of my time on the phone for the fun of it. He acknowledged it's a ridiculous system but said it's rarely changeable. Once we were told it wasn't going to be resolved we just wanted to log a complaint. We were told by that gentleman that they would have someone call us back within 24 hours (but did say this shouldn't take this long). Spoiler alert, didn't get a call back, had to call ourselves. The next day (today) while I was washing my hair the phone rang but hung up before I could get to it. Thinking the number was for John Lewis I called them to check if this was them and to see if the matter was escalated. I got through to a lady who was to be the 5th person I'd spoken to. She, in all fairness (Angela, actually tried to be helpful) was very understanding. She said she was going to speak to the higher ups and with Oxford and see what could be done. She called back saying she did try but it couldn't be done unless we paid all via debit. I kept repeating to EVERY customer service rep "How can I pay with debit card when all the spare money on that card went on the gift cards". She apologized and said the complaints dept would still be back to us by 5:04pm that evening. So I waited. At 5:30 today NOTHING. 24+ Hours later and nothing. I called them to see what the issue is and we keep getting told "It's not resolvable". I said " Can we go into our local store, pay with gift cards and debit and have sent here?" No. I said " Can we pay the £64 pounds that we'd pay via debit as a deposit and have sent to our nearest store then pay rest on cards in store?" No again. I offered every solution under the sun. They're quick to offer "sympathy" but when I finally asked "Listen, the gift cards are now useless to him can we please have a refund?" Hell no. Oh I'm sorry for offering up a way the situation can be amended and be shot down YET AGAIN. I can understand that the cards cannot be refunded as it DOES say this on the back and on site, but to my knowledge NOWHERE does it say you can't use the cards over the phone. You can use them online can you not???? To anyone from John Lewis who reads this and perhaps offers an e-mail address to look into the matter, honestly don't bother. Nothing can be done at this point and I'm sick and tired of wasting hours trying to resolve when being told "No" by you. Useless company and stone-age policies. We're in 2018 are we not? Yet you can't have this sent to a store or paid via gift cards from YOUR stores. I see no emotion from you or willingless to go the extra mile for the customer. All I can say is "Disgusting". Finally to any person wanting to shop here, stear well clear, even if a policy isn't made clear anywhere they still enforce it. We're out £315 and my brother now has no Christmas gift, he needs nothing else from this store and no one else shops at this store with this amount. What a waste, although I guess this is how their money is made.”

Helpful Report

Posted 7 years ago

“Ordered a 75 litre Channel No5 spray on 16 th December 2017. It seems to have reached Hermes on 16th but was delayed. Case was opened and promises were made by email. Still no Christmas present for my wife. I run my own diamond business and have done so for 50 years and I have never let anyone down, had problems occaisionally but have always solved them by being understanding to my clients needs. Never, ever has any problem taken more than a few days to be resolved. We walk that extra mile and then some, a lesson that all companies should have in their mindset. Richard Bruton. www.debrettsjewellery.co.uk”

Helpful Report

Posted 7 years ago

“Placed an order for Christmas presents on 15th December, stupidly thinking that this would give John Lewis plenty of time to deliver for the big day. Received notification that Hermes was the courier. No delivery was made within the requisite 5 working days, so I chased John Lewis. They were informed that the delivery had been lost, and that a case had been launched. I was assured that someone would call me back within two hours. After two and a half hours, I called them, had to wait for half an hour until someone was available due to "high volumes of calls" (come on JL - it's Christmas, you should expect this). Eventually I get through to someone, who then puts me on hold for another ten minutes while they go and investigate. He comes back saying that he has spoken to Hermes who had launched a case and that someone would call me within the next 24 hours! Not much use as we leave for Christmas in the morning. Unhelpful, unprofessional, unsympathetic, absolutely clueless. I would expect more from an organisation such as John Lewis, which prides itself on its so called customer service. If they can't trust the courier service that they contract with, either change the courier, or employ more people in your customer services department to deal with disgruntled customers. It's not rocket science John Lewis.”

Helpful Report

Posted 7 years ago

“Fault on broadband. Lied to by members of staff. Fault was not reported in first instance. Disgusted by the service. Fault still not resolved”

Helpful Report

Posted 7 years ago

“**I WARN EVERYONE PLEASE DON'T PURCHASE FROM JOHN LEWIS** Guy's sorry but JL is the shittest company to purchase from. On the 05-12-2017 I purchased a Mac Book Pro from JL for next day delivery. Item got delivered the next day when I wasn't home and was singed by someone with the same surname as me but funny enough when I tracked it the person spelt my name wrong. When I got home the item wasn't home and my neighbours claim they didn't receive it so I called JL on the same day 06-12-2017 and reported it. Jl said they will investigate and thats going to take 3-5 days from the day of report. I called back on the 3rd day after the report only to find out the investigation wasn't launched on the day I reported it. JL then launched an investigation again they said. I've waited for another 5 days making it 8days wait in total only to find out now that JL can't do nothing about they claim. DPD claim it's been delivered and therefore J.L is picking the their partners word over the customers. I've asked for a proof of delivery/signature but apparently the customer can ask for that. UNBELIEVABLE!! JL is now telling me to go and report it to the police that the laptop has been stolen from me. First of all I haven't received the item in the first place to go and report it stolen to the police. I spoke to a manager who claims he's the team manager and His name is Andrew. I asked for his last name but he said he can't tell for security reasons. And that's how I've been dealt with by JL. I've basically lost £1,655.95 and the manager calmly said he can't do anything about it.”

Helpful Report

Posted 7 years ago

“Our washing machine went faulty a couple of days outside of the warranty period. I had hoped as loyal customers (over the years, we have spent tens of thousands of pounds) that they would honour the warranty. The jobs worth we spoke to wasn't in the slightest bit interested. Will be looking elsewhere in the future”

Helpful Report

Posted 7 years ago

“Called customer services - they said I would get call back within 48 hours - didn't happen Called again - new case number - told again I would get called back - didn't happen Called again - the narrative against the case didn't seem accurate. In the end the person was able to deal with the matter as I'd requested on the first call Then got no confirmation email Called again - was told they had put the wrong email in and this couldn't now be changed. And also told the payment was declined. Not sure how and when they were going to tell me that! Turned out it was declined as they had put the wrong exp. date in!!”

Helpful Report

Posted 7 years ago

“My order was allegedly delivered to my office at 7 p.m on 27/11/17, but my office closes at 5 p.m without any access to the building. I have notified the customer service over the phone and via email that I am still to receive my order. I was informed that my order was delivered on that date and basically the case is closed without any proof of delivery. I feel very disappointment and frankly disgusted that as a loyal customer , I was being treated with such a mistrust as I had not reported any issues with my other orders previously. I am left without any order and nobody wishes to take a blame. It is only my word against unreliable Hermes . I am very sorry, but JL customer service is not as it used to be before, known for putting the customer's first and treating them with respect. Being loyal JL does not pay off at all.”

Helpful Report

Posted 7 years ago

“I purchased the new iphone directly from the John lewis website for next day delivery, and when it never arrived i was concerned and called the courier. The item was delayed and I had to wait another day, but being a weekday I asked it it could be re-routed to my work address. This was not allowed, but it was going to be sent to a pick up location. It wasn't very convenient, however I agreed. 3 days after, the item still hadn't been delivered to the pick up location, but in fact it has been lost by the courier. John lewis customer support are the worst company to deal with. They will not claim responsibility for losing the package even though it was their courier who lost it. I'm now left without a phone, tonnes of annoying phone calls back and forth to customer support and minus £680 until John lewis investigate !! (its been 3 days of 'investigating' so far) Why is it my fault that they have lost my parcel??? Why can't they just refund me or send out a new phone? NEVER BUY ANYTHING FROM JOHN LEWIS ONLINE!!!!!”

Helpful Report

Posted 7 years ago

“John Lewis employees are not to be trusted, and their Customer Services tell lie after lie. I ordered an £1,149 phone online when it came into stock and requested it to be delivered to my local Waitrose. Shortly after it was due to be delivered i checked the status on-line and it was showing as "delayed" and would be delivered the next day. That didn't happen either. After 3 days i phoned customer services and was told it definitely had been delivered to my local Waitrose. So down I went only to find the store had no knowledge of the delivery and could not find it. There was a lot of gushing and apologies and promises to get to the bottom of it and to provide some form of compensation. None of this happened and it is 2 weeks later. No proactive action. I had to call them to demand a refund, no one bothered to call me. I have reported it to the Police as I am certain, based on what the various people said to me, that an employee in the chain somewhere has stolen the item. Edit”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,445 reviews