John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,442 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,442 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

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“Products great quality and excellent customer service”

Helpful Report

Posted 7 years ago

“I have recently bought a sofabed at Peter Jones, terrible customer service, after buying a sofabed, saw another one at the store and discussed with my partner on the phone and we wanted to change it. The staff who did the transaction couldnt be bothered to change and had this attitude which pushed me to simply just leave it and stick to what i bought in the first place. After a week when they tried to deliver, they couldnt fit through the metal fence and dropped substantially, one of the leg was broken. They told me that it needed special crew to redeliver and that i would receive a call later in the day... I have received no call, so I had to chase it myself. When i called I was told that i did tell the delivery people that I would go for something smaller. I never said such thing. They said they would look into it. Couple days passed no calls, no idea what was going on with my sofabed. So again i had to chase it up myself. I was told that a new sofabed was out of stock and wouldnt be available for 2 months. They suggested that they would redeliver the initial sofabed which was broken and in the meantime, once available they would exchange with a new one. I said ok, they arranged 4 man specialist crew to deliver. I waited, and no sign of John Lewis. Called customer service and was told it was still on track. 20 mins later, after passing the time slot, i called customer service again and this time I was told that my delivery was not going ahead as at the time of loading the sofabed was not available. NOBODY CALLING AND TELLING ME THIS. I was just waiting knowing that the sofabed was going to be delivered. I have no idea how to tell how frustrated I was. I literally started to cry. A customer service that is worse than being harassed. I will never fiorget this John Lewis. I cancelled the order, I will never shop from John Lewis and I will tell this to everybody I know.”

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Posted 7 years ago

“wanted a surprise gift for my wife could not find it locally managed to find one online ordered and paid for it arrived very quickly in the post it was very well packaged”

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Posted 7 years ago

“I purchased several items from John Lewis and was very impressed with the service. I chose to collect the items from the store. I was kept informed of the delivery status and when I collected the items I took them to the changing rooms to try on. The items I decided to return were returned the same and my money was refunded without any problems.”

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Posted 7 years ago

“Easy order process, with free collection from out local Waitrose store”

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Posted 7 years ago

“Bought IPhone 6 from them 18 months ago as 2 year warranty. Took into store as had cracked screen and charging problem. Told me screen not covered (OK) but asked them to fix charger under warranty and quote for screen (£129). Went off to supplier and they stated phone NOT REPAIRABLE and charger caused by screen damage and quoted £324 !! for another phone as accidental damage. Not surprisingly I declined. Went back to the store to collect and took to repairer down the road who fixed both the screen and the charger for £65 and phone has worked perfectly since. Is this the new warranty policy from John Lewis - quote everything as Accidental Damage and say not repairable so you buy another product !!! I used to trust John Lewis but how many customers are being told product not repairable when it clearly is and costing customers far more than they needed to pay.”

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Posted 7 years ago

“Pillows and pillow covers arrived promptly and great products.”

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Posted 7 years ago

“User friendly website, easy process even for a novice. Speedy delivery even to Isle of Skye, which causes a lot of other companies delay issues. Returns service gives peace of mind if an item doesn't fit. Clothing was well packaged and easy to re pack as required. They keep you informed of the delivery schedule. I would highly recommend shopping on line at John Lewis”

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Posted 7 years ago

“Their knowledge and guidance was on the ball”

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Posted 7 years ago

“Very good customer service, polite and will go the extra mile to help you”

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Posted 7 years ago

“Able to pick up the goods ordered at our local Waitrose the following day.”

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Posted 7 years ago

“I needed a plain neutral jumper in cashmere . The size 16 was too big, although I usually find 16 fits but I returned to my local store and ordered one in 14 which fits fine”

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Posted 7 years ago

“Friendly, practical advice. Attentive to customer needs.”

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Posted 7 years ago

“First of all I would like to say that John Lewis are in fact very incompetent with a absolutely lazy customer service I’ve ever come across !!! On the 12th of August 2017 I have given my laptop for repair with my charger to John Lewis Stratford. On the 18th I received a call that my laptop is ready for collection. As I’ve arrived, I’ve noticed, that they forgot to include my charger with the return laptop. The staff at the technical support desk was not even that apologetic. It felt like they don’t even care. Told me they will call as soon as the charger back so I can come collect it. Weeks passed but I haven’t receive any calls. I started chasing them up myself. After about two weeks I rang the store. They said the charger isn’t back yet and that I have to wait a few more days and they will let me know ones the charger returns to the store. Two more weeks passed, so that’s a full month since I first got my laptop after the repair. No calls. I rang the store ones again. Situation didn’t change. They apologized and said they will be calling the repair department to chase them up for my charger and ones this sorted they would call me back! Today is the 3rd of October 2017. It’s been almost two month since the problem accured. Since then I have already tried to contact the customer services and send an email to the complaint department, but received no response. This is starting to annoy me in every way possible. I just got off the phone with customer services ones again. They were trying to contact Stratford store to no avail. The lady on the phone promised to send an email to a store manager and told me to wait a few days until they contact me. I just want to come to a conclusion. I will never prefer any electrical products from John Lewis in a million years! This situation has taught me a lesson. Never again.”

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Posted 7 years ago

“Great selections. Excellent quality product. Very quick delivery.”

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Posted 7 years ago

“Tried to order travel money online. Stuck at processing and called assistance to be told their system not really compatible with Apple Macs and safari. Couldn't order over phone and told to go to a bureau. Live in rural Wales and none for miles. Disappointed and angry.”

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Posted 7 years ago

“Online purchase very easy with lots of offers and quick deliveries”

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Posted 7 years ago

“My lawnmower, 9 years old, gave up the ghost. "Which? Magazine" recommended an up-to-date version of the same model by the same manufacturer available for the best price from John Lewise. Contacted John Lewise, lawnmower was in stock, delivery within 7 days. An email arrived two days later stating delivery the next day in a time slot. Fantastic.”

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Posted 7 years ago

“Great customer service when we bought our oven, gas hob and cooker hood. Get a 2 year guarantee with them which is always good to have. The lady helped us understand what specs etc we needed.”

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Posted 7 years ago

“Very poor customer service, our washing machine was only one month old when it stopped working properly and they don't want to do anything, just passing us from one person to other. I would never get anything from them again. What they are only interested in your money. Bunch of ignorants”

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Posted 7 years ago

John Lewis is rated 2.7 based on 2,442 reviews