John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,450 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,450 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

“Dreadful service. I ordered and paid John Lewis online for an Apple watch, order 205947329 and travelled to collect it from Waitrose as arranged, but not delivered as promised, then an email saying they had 'lost' my order, then an email asking me to return the watch, then an email with the guarantee details. Still no watch or refund!! Case number 10312268 but no reply :(”

Helpful Report

Posted 7 years ago

“Ordered built-in wardrobe and other bedroom furniture. Date given for fitting but then changed 'due to the fitter having left the company'. (Don't they have any others?) Another date arranged and had to change date for removal of existing furniture, decorating room and carpet fitting. Phoned a few days before the replacement date for fitting and told that everything was ok this time. However, on the day, the fitter turned up but the furniture didn't! Apparently the supplier had the delivery date as the following day. So, all of the bedroom furniture disposed of, bare floorboards as the carpet taken up and carpet fitters again had to be put off. Having to live in a total muddle for another week until fitter and furniture eventually arrived together. Submitted a formal complaint and, after much too'ing and froo'ing, eventually told that it had been 'sent to their carpet fitting team to be dealt with'. Why, as the complaint was about a fitted wardrobe not a carpet! Now over a week later and nothing heard. What is going on with John Lewis' administration? Customer service doesn't seem to exist and they seem totally unable to deal with an order properly let alone handle a complaint.”

Helpful Report

Posted 7 years ago

“John Lewis Kingston refused to hand over my laptop to my mother who came into the store as a huge favour to me with the reference number and I.d especially to collect it. She is a huge fan of John Lewis, Sorry WAS and was dealt with really badly. The store refused to call me to check if this was ok and then left her hanging for half an hour until she found a floor manager who couldn’t find an assistant to help either. When I phoned the technical number I had (impossible for myself or the technical call centre to reach Kingston store) they said they would send an email immediately to Kingston for them to call me. It is only possible to call the call centre can only pass on information like robots, impossible to speak to a manager or anyone instore. Kingston said to me when they initially rang that if they sent the laptop back it would be uninsured. The only way I could retrieve it was if I went and collected it. Very inconvenient. When I phoned the next day, i was told the call centre had left my email in a queue and that it had never been sent as they were too busy! It obviously still hasn’t as I’m still waiting for that call and a response to my ini complaint made on the 22nd of November. We are now the 25th... i would advise future customers to look at the trust pilot reviews which are really bad and show how this store has stopped valuing its customers. When I took the laptop in someone was complaining and when I went to collect. There are not enough people dealing with customers in technical support and they are really not very helpful when they finall do. It’s a shame but I certainly won’t be rushing back!”

Helpful Report

Posted 7 years ago

“I have been trying for months to sort out a problem with my roman blind. Photo’s sent by email supposedly not arriving, promises of returning calls do not happen. Telling me ‘the customer’ that there is nothing wrong with the blind. Taking away a perfectly good blind that I was not complaining about..........it just goes on and on. I received a phone call last Friday telling me the blind was going to be repaired then a phone call today saying the manufacturer could find nothing wrong with it and it was going to be returned ??? I have been waiting since 1pm for a manager to ring me back despite a promise that I would receive a phone call. I now have a bedroom with nothing up at the window which we can’t sleep in.”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 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

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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!!”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

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

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

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

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,450 reviews