Name: John Lewis
Rating: 2.65

“This is the most useless company in terms of delivery tracking and receiving. I have ordered a mattress on 26th October with a delivery "within 7 working days". It is 22 November and I still do not have it. I have called 10 times already to reschedule delivery which they have not delivered because it was "past working hours", got it rescheduled, said that 22nd until 2 pm is my absolute limit, it is 5 pm now and still no one can give me any clear explanation where my delivery is. This is absolutely ridiculous my granny who is 80 years old will now have to sleep on the floor, let alone myself.”

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Posted 6 years ago

“Appalling ongoing experience with John Lewis Home Furnishings. It’s been a catalogue of disasters since we ordered a bespoke curtain pole and curtains some 6 weeks ago. Their customer service is useless - you will not wait less than 20 mins for someone to answer the call. After 6 weeks nobody, I repeat NOBODY, can tell me the status of my order.”

John Lewis 1 star review on 22nd November 2018

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Posted 6 years ago

“I have an ongoing issue with a carpet being of poor quality. I have contacted the flooring aftersales - the waiting time for them to pick up a call is between 10-20 min and they are only open 9-5 and have never responded to an email I have sent them. I have contacted the customer services team to complain about this and received a promise that the carpet team would contact me in 5 days but have not been contacted nor had any response when I went back to the customer services team to complain of this. This has to be some of the worst customer service I have experienced. I am also disappointed in the product which we paid well over the odds for, thinking that JL is a provider of quality products.”

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Posted 6 years ago

“I bought broadband from John Lewis and the service is awful. I connect through ethernet (no wifi) and my connection has dropped on average every 30 mins. When i connects, uploads are at 0.7mbps! This has been ongoing for 3 days since I first called, but I've been told to wait up to another 72 hours before the faults team will contact me. So at least 6 days before an engineer might come round to take a look Oh, and you will have to wait between 15 and 45 mins to spk to anyone”

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Posted 6 years ago

“Be careful, what you see and order online isn't necessarily what you get and when you question John Lewis about it, you never get an explanation or an apology. 4 weeks and 10 emails on and still no further forward! It is always someone different replying to your email so they don't know what the original complaint was!!!! All they have done is amend their website”

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Posted 6 years ago

“Customer service so bad and slow and staff so simple that it will make you think fondly of the automated phone lines of the early 2000s and your bank's call centres in India”

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Posted 6 years ago

“Home furnishings service appalling. Curtain tracks 4 weeks late and didn’t fit. Turns out they were only reordered when I finally managed to get so finally respond to me. I paid 3 months ago. 45 mins on the help line x2 and I gave up. Emailing their Designer also useless . Just don’t bother.”

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Posted 6 years ago

“I have never given a review for any company good or bad, but I feel so strongly on how appalling John Lewis Customer Service is I just had to tell as many people as I can. I ordered a fridge freezer just short of a month ago. So I have been without a fridge and freezer for this length time. I have had no phone calls to advise me of the delays, I have had to chase on each occasion. I emailed the Head of Customer Services and have still had no response. Finally I have a delivery date for Friday between 7am and 5pm, unfortunately my Husband is undergoing treatment for Thyroid Cancer and had a hospital appointment now on that day, not wanting to delay the delivery as we have waited so long and need a fridge and freezer. I phoned to ask if they could put a note on the system to say that could they avoid 11:30-13:30. To my amazement the customer service advisor said that was not at all possible and would not budge on this. I do hope that none of her family ever have to go through the experience of having a loved one with Cancer! Having run a plumbing and heating business for 25 years and gone out of my way to help my customers, I am in utter disbelief at their lack on compassion and the lack of customer service. I am not surprised at all that their profits have fallen!!”

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Posted 6 years ago

“Absolutely Disgusting Customer Service!!! Paid to have television, television table, sound bar set up. Didnt happen!! Have been trying to sort it today through 'Customer Service' On phone for 1 1/2 hrs, passed to numerous different people, each time being put on hold and repetitive music playing time & again, having to repeat time & again and still not sorted. I am so angry & frustrated with John Lewis.”

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Posted 6 years ago

“Absolutely disgusting customer service. I have rang and emailed numerous times over the past 3 weeks and I'm still being fobbed off and awaiting a refund. I will never shop with them again. They do not care about there custoners”

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Posted 6 years ago

“Can't grasp how John Lewis is rated so highly. My experience of dealing with JL is that it's a disaster. The staff,on the phone or face to face, are charming and polite but are totally ineffective is dealing with problems for example. 45 minutes on one phone call. Over a period of approx 6 days, on the same problem, I spent over 4 hours talking to JL and being asked to hold. And the problem is not totally resolved now. Another example being my wife, whilst using a mobility scooter, was trapped between the lift doors. I managed to release her but in so doing have damagedy shoulder. Having complained to JL. Their response has been "we have checked and there is nothing wrong with the lift". But that can't be lift doors are designed to open if they come into contact with any object in their path. This lift did not do that but continued to attempt to close. Customers beware of dealing with John Lewis.”

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Posted 6 years ago

“Unwilling to honour manufacturers warranty on my sofas breaking UK consumer Law.!! Stay away the John Lewis of old is gone.”

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Posted 6 years ago

“Possibly the worst Customer Experience I have ever endured. Their attitude towards customers is truly unfit for today’s economic climate. I have just spent an hour and a half trying to resolve an issue with an iPod touch. The guarantee they sell is worthless. The staff don’t know what they are talking about and give misinformation. Appalling. I won’t be buying from John Lewis or Apple again.”

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Posted 6 years ago

“Possibly the worst Customer Experience I have ever endured. Their attitude towards customers is truly unfit for today’s economic climate. I have just spent an hour and a half trying to resolve an issue with an iPod touch. The guarantee they sell is worthless, the device is less than two years old and is I overheating with a striped screen. The staff don’t know what they are talking about and give misinformation about eligibility for refunds. Appalling. I won’t be buying from John Lewis or Apple again.”

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Posted 6 years ago

“Horrendous experience, will never shop at John Lewis again”

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Posted 6 years ago

“I have to say I am extremely disappointed about their service. We were at the store buying items for our baby. Then we changed our mind right there right then...wanted to cancel one item and bought another one. However, they can't do it right there at the till. The shopping assistance called the manager and she can't do it at the till either, saying that maybe it already entered the delivery system: there fore can't be canceled. They told me I can simply return the item that we didn't want on the day of the delivery. So when the delivery man came, he can't refund that item on his device and he told me that I can take it now and refund it later. They will come to collect it. And today when I call the customer service, Alex (from New Castle. He didn't want to give me his full name), told me he will charge us £30 for that. I asked to talk to his manager to explain everything...all he said is no one is available to talk to me and put me on hold for waiting and waiting . The worst thing is even I have brach phone number to call the store, the phone will still be directed to the general customer service anyway...It's such a bad experience. I hope by sharing it, no one else has to feel the same frustration.”

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Posted 6 years ago

“Terrible customer service. I recently purchased a TV from John Lewis that went wrong just outside of the 3 month warranty. Without the lengthy details we have been absolutely appalled by the absolute lack of customer service and empowerment in the staff... even the senior customer service managers. We have been given so much incorrect and false information, the staff are so poorly trained and really don’t care a jot. This is not the John Lewis I used to know at all and will never shop with them again following this experience.”

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Posted 6 years ago

“I have regularly bought high value electricals and electronics from John Lewis in the past. I tried to buy a large freezer from John Lewis online today. There is a £60 off deal if you are exchanging your old freezer, which I thought would cover next day delivery and old appliance disposal charges. JL's website would not accept or process the offer, so I called JL to make the purchase on the phone. After a lot of time wasted waiting and then faffing about, the JL sales person said that she could not help me further as she could not apply the quoted offer or remedy the issue in another way. I asked to speak to a Manager, she said that no one was available but I could call another number for help. With the prospect of waiting in another phone que and having to go through the whole rigmarole again, I declined and said that I would go elsewhere. The whole experience turned from early optimism to it leaving a nasy taste. John Lewis lost a £600 sale today and my original plan to buy a high spec professional iPad from them before Christmas will now not involve John Lewis. All as a result if their appalling customer service. I am not at all surprised that JL are having problems in the retail marketplace.”

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Posted 7 years ago

“I have regularly bought high value electricals and electronics from John Lewis in the past. I tried to buy a large freezer from John Lewis online today. There is a £60 off deal if you are exchanging your old freezer, which I thought would cover next day delivery and old appliance disposal charges. JL's website would not accept or process the offer, so I called JL to make the purchase on the phone. After a lot of time wasted waiting and then faffing about, the JL sales person said that she could not help me further as she could not apply the quoted offer or remedy the issue in another way. I asked to speak to a Manager, she said that no one was available but I could call another number for help. With the prospect of waiting in another phone que and having to go through the whole rigmarole again, I declined and said that I would go elsewhere. The whole experience turned from early optimism to it leaving a nasy taste. John Lewis lost a £600 sale today and my original plan to buy a high spec professional iPad from them before Christmas will now not involve John Lewis. All as a result if their appalling customer service. I am not at all surprised that JL are having problems in the retail marketplace.”

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Posted 7 years ago

“We went in to buy a range cooker, we wanted a wok stand to fit it, the initial conversation with the gentleman serving in the department was helpful, he suggested we contact the supplier regarding the wok stand. Rangemaster confirmed it was available but John Lewis would have to order it with them direct as they don't sell to the public. We returned to store to place an order, the gentleman in question was off that day. We started the order process, the assistant wasn't able to help us, she involved two other female staff members they couldn't find it on your stock list and phoned rangemaster but couldn't get through. The senior assistant quite frankly couldn't be bothered and said she couldn't help. We asked if she would prefer us to order from a local supplier who quite frankly were more helpful even getting us a book with the product catalogue, she replied "I could email the supplier, but I dont know how long it would take them to reply". I said yes I would like her to find out for me and asked for her name and contact details. She refused to give me her details. We waited a while and after a month still didn't hear from them. Needless to say we went to the local supplier Euronics who matched your price and free installation and removal of old cooker. Poor show John Lewis, given the recent news that stores are struggling due to on line sales, you kind of feel they deserve all they get. We went in store as prefer face to face shopping and the experience was very poor.”

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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