John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,456 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,456 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

“Ordered a carpet, curtains and blinds in Feb, people came and measured in Feb, heard nothing for a few weeks...... then the nightmare begins. We must have spent 25 or 30 hours on the phone emailing and chasing. Noone responds, when they do they promise they will call back, they don't, you practically have to manage the entire process yourself. I could understand a major renovation, but carpets and curtains are what John Lewis are famous for as was their quality.... 20 years a customer and spent £1000's there over the years..... never ever ever ever again . Total Nightmare”

Helpful Report

Posted 8 years ago

“Ordered a fitted bedroom and carpet first week in January. Since then dealing with John Lewis customer service(??) has been a nightmare. Where to begin? I have had to make at least 8 phonecalls - Getting through to speak to someone - 1/2 hour waiting time - every time - Being told someone would get back to me - never happened - Twice sent an email to 'Head of Customer Services - automated reply said someone would get back to me within 24 hours - never happened - Bed room was finally fitted today (quality disappointing) but still waiting on a date for carpet fitting - promised it could be coordinated to be very soon after. Looking like end March now - Several phone calls resulted in an offer to fit the carpet on 21st March (Another two weeks with out use of the bedroom and other rooms full of the decanted beds etc. - Good luck - the carpet fitter turns out to be a past patient of my husbands and offers to fit carpet on Saturday 10th (his day off). -Looks like the carpet will in the end be fitted reasonably soon after the fitting of the bedroom furniture but NOT due to any action by John Lewis and after a great deal of uncertainty and incompetence by John Lewis. Frankly this is not the level of service I expected from John Lewis. I have constantly had to chase up procedures. I had expected that using John Lewis for furniture and carpets would have been a seamless experience. All the other fitted furniture firms I consulted would have co-ordinated everything (including the minor electrical work I had to have done and redecoration of the room). They would in fact have been cheaper but I decided that I would go for John Lewis quality. I understand that John Lewis has been undergoing some administrative changes. This may be the reason why things are not going at all smoothly with my order but it is certainly not an excuse. I will never again use John Lewis. PS I left this same review on another review website on Tuesday and someone from John Lewis posted a reply. Stated that someone would contact me to discuss. Guess what, three days later and no phone call.”

Helpful Report

Posted 8 years ago

“Ordered a £1600 mattress and paid for the old mattress to be taken away. When our paid for time slot delivery came we were told 'got your mattress' as our greeting to which we replied 'great and you're taking our old one too' - the aggressive drive took great pleasure in telling us 'got no room'. He then enforced to my pregnant wife this point and intimidated her and me telling us he was going, he didn't care we'd be getting a refund and telling me to 'shut up'. The subsequent complaints process and refund took 4 hours on the phone on which john lewis advised that they'd keep the driver on the road delivering despite his threats and aggression because 'we've got deliveries to make' and were not at all concerned with the stress they caused a pregnant lady. They said they'd call back after the investigation the next day....3 days later they had never called back. A horrible, aggressive company with no duty of care that gives nothing. Why buy through them?”

Helpful Report

Posted 8 years ago

“I had a faulty fridge-freezer and after only 5 months the frozen food one was defrosted it took 6 weeks after they kept the part is coming in and then another phone call to say no sorry its not in, they said you can send it back and when we receive the faulty they would send another one out we will decide if its faulty, I said what about my fridge, when I phoned about cost of phone calls £57:00 I was implied to being untruthful, then I sent a receipt for the cost of the things I has lost they went through the receipt I had send in as the freezer broke the day after we had been shopping, good job I had taken a photo and said I had two gammon joints and Owen from John Lewis said that's not what the receipt says, I said nothing to do with you how much I buy he didn't realise we had family over 2 days later, we had to cancel obviously, do you leave your freezer with absolutely empty before re shopping with a family, IT WAS NOT THE MONEY I was cross about but the fact they thought I was trying to get an extra £5:00 out of them, after that I thought it cost me an awful lot of takeaways not every day but 5 weeks I would say we had 3 takeaways a week, will never shop with them again even if they are cheaper, I have never been so insulted in all my life.”

Helpful Report

Posted 8 years ago

“Customer standards are up to no scratch they are sinking faster than the Titanic what a shame. I have been customer for more than 25yrs my home is full of John Lewis products. Recently I purchased a computer only to find out the volume was very low I could hardly hear the sound. I called costumer service, explained the problem and advised to take it to John Lewis for someone to look at it. I spent 3 hrs 40 min in the store, only to be told it was going to be sent to the manufacture and it may take up 28 days. I called two weeks latter to find out what was happening only to be told its only nine day since you brought in the computer. No information was given, called back a week latter still no information on what was happening. I requested to know but still no information, 3 days latter I was called and informed my computer was ready to pickup. I went to pickup the computer they couldn't find it for 25 min, Finally when I got the computer I asked if it was fixed and the answer was yes. I requested to check it to make sure the fault was fixed. He wasn't happy but I insisted reluctantly he agreed. It took more than 1hr only to find out it wasn't fixed, when I asked what was fixed he couldn't give me straight answer. Now it was more than 2hrs spent then he told me there was no fault found and the computer was on the standard settings. At this time I was so dis-pointed for the time and money wasted, I requested to make complaint but was told I can only complain to the Head office and not in the store. I requested to see the store manager, but the store manager couldn't be bothered he just sent someone to see me when I asked him if he was the manager he said no he wasn't. At this time it was more than 3hrs I was tired and just wanted to get out from the store, he asked me if I want refund or exchange the computer as did not have the accessories with me I opted to bring them in and exchange. I returned to with a everything and picked out the computer to exchange I got informed they had it in stock, when I was making payment I was told they din't have it in stock and it will take 5 days for delivery. I was already tired and knew weather I complain or not it was going to get me anywhere so I agreed to the 5 days delivery. As I was driving home I received text from the sore that the computer will be delivered the following morning. I stayed home all day waiting for delivery only to receive text that delivery was refused. Called back only to be told nothing can be done all they have to do was investigate and called me back what shamble.”

Helpful Report

Posted 8 years ago

“Purchased 2 x Barbie Dream Houses at £249 per house and found it cheaper elsewhere but they wouldn't price match as it was an online company... Very poor show John Lewis.”

Helpful Report

Posted 8 years ago

“I have had an absolute nightmare with JL Southampton. Totally unhelpful. Have had to contact Customer Services on several occasions. Customer services staff obviously have a checklist to follow and cannot think independently. Lodged a complaint and was advised that I would receive a call back, no time given so rang again and advised of a time that someone would call. No call received, so called customer services again given a whole load of excuses. Then made a complaint via email which states aim to give a response in 24 hours - no surprises, 3 days later no response! Called Customer Services 5 times who just fobbed me off, eventually got thought to Vickki in Head Office, who said that they don't like to take calls from customers! I have given up. Really disappointed with John Lewis. They are not the premier department store.”

Helpful Report

Posted 8 years ago

“Terrible experience with John Lewis! Here is my latest experience with John Lewis: Last month, I went to their shop in High Wycombe to purchase Bosh integrated freeze freezer (fitting of the new and recycling of the old was also included). I was told that the delivery would be within 2 or maximum 3 weeks. After two weeks I got an email notification to call their customer service and arrange the delivery. When I called the customer service, I was told that the delivery would be in 10 days or Saturday, 10 February between 11 am and 5pm. I had already made some arrangements for early in the morning on that day so kindly asked the operator if would be possible to make the delivery staff aware not to come before 12 noon. I was told that I have to pay extra for it!? I was unpleasantly surprised because I did not ask for delivery at the certain time but to come a bit later because I was not sure I would manage to come back before 11 am. However, I have accepted the delivery to be made between 11 am - 5pm and cancelled my arrangements for that morning. On Saturday, 10 February I stayed at home all day and waited for the fridge freezer to be delivered. Nobody texted or emailed me in the morning to say approximate time of delivery. At 1.30pm I have called the customer service to check if they were still planning to come. I was assured by the operator that my case was in the system, delivery would be proceeded as agreed and someone would call me half an hour before the arrival. However, nobody called or showed up on my door between 11 am - 5pm. I was waiting until 6 pm then went to their shop in High Wycombe and asked for the full refund. In summary, we have been without fridge freezer more than a month. It took us more than a week to investigate where to purchase and decided to go with John Lewis because we believed that the work will be handled in a professional manner. However, John Lewis let us down as nobody before so after one month we are still without fridge- freezer. The trust to John Lewis has been broken and not sure if ever will be recovered!”

Helpful Report

Posted 8 years ago

“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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 years ago

John Lewis is rated 2.7 based on 2,456 reviews