John Lewis Reviews

Name: John Lewis
Rating: 2.68

2.7 Rating 2,393 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,393 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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"I purchased Apple Watch SE with a value of \u00a3259 from the John Lewis website on the 27th of June. I had an email from Royal Mail on the 29th of June telling me that the watch would be delivered between 09 30 and 1330 on the 30th of June. I was at home the whole day but nothing arrived. Then at 1713 on the 30th of June, I received an email from Royal mail with the tracking number showing the item delivered. But I knew it had not been delivered, so I went onto the Royal mail website and entering the tracking number, I found the photograph I've attached below. It was clear from that moment that the Royal mail delivery driver had decided to pocket the watch and enter a deliberately ambiguous photograph as so-called proof of delivery. I immediately reported it to John Lewis and I sent them a copy of that tracking photograph. They responded to me and asked me is that your house? This was a particularly stupid question as you can see from the photograph. I confirmed it was not my house and I haven't received the item. A couple of days later, when I was starting to dispute the charge with my credit card company, I noted that the proof of delivery photograph had been changed to a completely different photo. How Royal Mail allows its so-called proof of delivery tracking system to be manipulated and altered like this is beyond me, but that's a different matter.\r\n\r\nJohn Lewis said they would investigate with Royal mail, but despite three emails to them, I have not received a resolution, or the watch which was intended as a 75th birthday present for my mother-in-law, whose birthday has since passed.\r\n\r\nOf course, I raised this as a dispute with my credit card company American Express. I found out today from AMEX that when they enquired of John Lewis about the delivery of the Watch that the documentation they provided to Amex, they deliberately withheld the photograph that I have attached to this review only entering the altered 'proof of delivery', even though they had the first one in their possession. It turns out that John Lewis are as dishonest as the Royal Mail driver who took the watch in the first place. I usually buy items on amazon.com that require a signature or one-time passcode for valuable items. I deeply regret using John Lewis and I will never buy anything in one of the stores or on their website again. You just can't trust them. Tomorrow I will go to the Apple Store and buy another watch, but at the moment I am out of pocket by \u00a3259 and it doesn't look like I will get my money back."

John Lewis 1 star review on 9th July 2023

Anonymous

Anonymous // 01/01/2019

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“I bought a Samsung steam cupboard. Totally unfit for purpose. Does t actually do anything but you refuse to refund. Appallingly”

Helpful Report

Posted 6 months ago

“Ordered a modern large LED TV. They came and installed the wrong one! They wouldn’t come and re deliver at a convenient time. Spent ages in the phone. Some services folks were abrupt, and the message is “tough, you have to fit in with us”. Didn’t come first thing when they promised for the re delivery. Offered tiny, insulting compensation that wouldn’t even cover the time on the phone. Installers “ok” no more. Forget the old John Lewis. That’s gone. But direct from manufacturer or a decent online site”

Helpful Report

Posted 6 months ago

“What has happened to John Lewis?it used to be such a fabulous store. Now it’s a shadow of its former self. I pre-ordered the new iPhone on their website. A week later when the date arrived for the phone to be despatched, they cancelled the order because they didn’t have enough stock. They didn’t simply tell me that it would be delayed while they waited for more. They cancelled it. They’ve done this to others. They’re getting more stock in, they just couldn’t be bothered to use that for the customers that had pre-ordered, preferring to cance the order and disadvantage the customer instead. I could (and should) have ordered from one of their competitors who treat their customers better. Well, at least I know for next time. Their pre-order system is useless. Their customer service teams are pointless and I’ve spoken to several people now. All most pleasant, but none of them able to help. They just don’t understand the customer anymore. If you’ve also had your iPhone 15 order cancelled, I encourage you to review John Lewis here and warn others of the appalling service you’ve received from this once great l, but now pathetic retailer.”

Helpful Report

Posted 6 months ago

“The most appalling customer service I have ever received. It's not even close. John Lewis delivered & installed a washing machine that flooded and damaged my property & the property below. John Lewis have failed to take any responsibility. MONTHS later I still have a non-working washing machine, water-logged floor, and no compensation or action from JL. UPDATE: All "enquiries" have been carried out and John Lewis has still not taken responsibility. They are the sorriest excuse for a company. Pathetic and dishonest. I will never use their services again, and will be taking my complaint to an external body.”

Helpful Report

Posted 6 months ago

“I order tv and I paid extra money for the next day delivery, and they called me before 1 hour of my estimate time to deliver it, they said ur order didn't arrive if u want next Tuesday, the funny things I have to wait 5 more days”

Helpful Report

Posted 7 months ago

“I've been a loyal customer to John Lewis and Waitrose for many years, but no longer. Very disappointed with John Lewis's gift voucher policy. They benefitted from a £50 gift voucher instead of me, the intended recipient. It had expired but customer services would not extend. I had extenuating circumstances for not using it within the time frame but this was ignored/brushed off. So too were my subsequent emails to complain about their terms and conditions, pointing out my circumstances. They apologised for ignoring my complaints but still they would not extend. So they've taken my £50. I will never shop with John Lewis again and have encouraged all family and friends to do the same. Shame on you JL.”

Helpful Report

Posted 7 months ago

“My favourite brand has become like all the other big brands cold and ruthless!!! Warning JL has changed for the worse customer service !! We wanted to buy large times from JL eg £800, £600 Ect so have been collecting JL gift cards & vouchers for a while worth £1,200.00 We had a burglary in 2020 and lost a lot 😢they took soon much we thought our vouchers were lost in this ( these were never claimed for as no proof of purchase or photos ) We found them by accident tucked behind a furniture So excited we hadn't lost them and could now replace some of our items But NO AS JL said they were expired by 1 yr & they would not extent!.. Explained bulgarly BUT Still Cold & ruthless said politely No Not only were we robbed in our Home JOHN LEWIS have ALSO RUBBED US £1,200.00 is a lot of money 😢 None of these cards have been used they checked ! JOHN LEWIS just Rubbed my family 😢😢so upsetting”

Helpful Report

Posted 8 months ago

“Purchased 2 phones which were supposed to come with 6 months disney subscription. Tried to access code but really struggled so went back to JL and told that it was in the offer and would work and to keep trying. Yet again struggled so contacted disney + who eventually said my phones weren't in the offer. Went back to JL Who said they'd escalate it and I'd hear back within 48 hours. A week later still no response so I chased them to be told they've been busy. I used to rate JL but I've had a few issues over the last couple of purchases and to be honest they're pretty rubbish now. Replied to review on trust pilot stating would contact me same day but still not heard anything”

Helpful Report

Posted 8 months ago

“Ordered a pair of tan shoes. They sent brown. Ordered another pair of tan shoes. They sent brown. Third time, ordered a pair of tan shoes. Believe it or not they sent brown. Spoke to someone in customer services who told me that someone would ring me sometime in the following week. Unbelievable,!”

Helpful Report

Posted 9 months ago

““My tv went for repair due to an intermittent fault where it won’t turn on. Whilst in for repair, the casing was cracked by the 3rd party repairer who denied it. I was told I had to pay for the repair or the remaining warranty was invalid because I didn’t have a photo of the back of the tv. I was also ridiculed for my lack of common sense for not taking a photo of the back of the tv, and there’s apparently no way to escalate a complaint! Terrible service - the 5 year warranty process is a joke! The service / repair process is woefully lacking. The customer care staff couldn’t care less! I’ll be buying my electrical hood from AO in future! Same here, absolute scammers”

Helpful Report

Posted 9 months ago

“I purchased Apple Watch SE with a value of £259 from the John Lewis website on the 27th of June. I had an email from Royal Mail on the 29th of June telling me that the watch would be delivered between 09 30 and 1330 on the 30th of June. I was at home the whole day but nothing arrived. Then at 1713 on the 30th of June, I received an email from Royal mail with the tracking number showing the item delivered. But I knew it had not been delivered, so I went onto the Royal mail website and entering the tracking number, I found the photograph I've attached below. It was clear from that moment that the Royal mail delivery driver had decided to pocket the watch and enter a deliberately ambiguous photograph as so-called proof of delivery. I immediately reported it to John Lewis and I sent them a copy of that tracking photograph. They responded to me and asked me is that your house? This was a particularly stupid question as you can see from the photograph. I confirmed it was not my house and I haven't received the item. A couple of days later, when I was starting to dispute the charge with my credit card company, I noted that the proof of delivery photograph had been changed to a completely different photo. How Royal Mail allows its so-called proof of delivery tracking system to be manipulated and altered like this is beyond me, but that's a different matter. John Lewis said they would investigate with Royal mail, but despite three emails to them, I have not received a resolution, or the watch which was intended as a 75th birthday present for my mother-in-law, whose birthday has since passed. Of course, I raised this as a dispute with my credit card company American Express. I found out today from AMEX that when they enquired of John Lewis about the delivery of the Watch that the documentation they provided to Amex, they deliberately withheld the photograph that I have attached to this review only entering the altered 'proof of delivery', even though they had the first one in their possession. It turns out that John Lewis are as dishonest as the Royal Mail driver who took the watch in the first place. I usually buy items on amazon.com that require a signature or one-time passcode for valuable items. I deeply regret using John Lewis and I will never buy anything in one of the stores or on their website again. You just can't trust them. Tomorrow I will go to the Apple Store and buy another watch, but at the moment I am out of pocket by £259 and it doesn't look like I will get my money back.”

Helpful Report

Posted 9 months ago

“Terrible customer service, John Lewis not what use to be. Their customer support is abroad and call handlers don’t understand the problems . People in shops are unapproachable . I have witnessed a lady having a nerves break down in customer support after waiting 3 hours for her phone, staff was not empathetic at all with the poor old lady, I was absolutely shocked . I had send my steamer for repair and after 28 days is not back yet”

Helpful Report

Posted 9 months ago

“I ordered some Lancôme face cream but when the v flimsy package was delivered by Evri it was stuffed through my small letter box and was torn open and empty. This was obvious from the delivery photo taken by Evri. JL customer service has been awful. Despite clear photographic evidence of lack of delivery of the product they are insisting on mounting an investigation rather than re-despatching or giving me a full refund. I as the customer seem to count for nothing compared to their procedures. I am a long standing customer but I am not putting up with this and will close my account.”

Helpful Report

Posted 10 months ago

“After sending wrong size twice, I returned. Waiting over 2 weeks for refund to be paid back into bank.I haven’t had any email of confirmation . Make sure you keep tracking receipt.”

Helpful Report

Posted 10 months ago

“I bought a washing machine and drier from John Lewis which was delivered yesterday (17.05.23). I paid for my old washing machine to be taken away and recycled, (which clearly had damage to the internal workings as large amounts of soot was coming from underneath). I pointed this out to the delivery men on arrival. The men proceeded to lift the machine into the air and a large weight dropped out of it onto my new tiles and smashed a big hole in one of them. I got in touch with Customer Services and was told it wasn’t John Lewis's fault it was the ‘fault of the old machine’? Yes, because the machine lifted itself into the air?! I asked why the delivery men hadn’t used a small trolley given they had used this for the new machine to come off their van and I was told ‘it wasn’t John Lewis policy’, the policy was for two people to lift it out. This is ludicrous, it was obvious there was something wrong with the internal workings and common sense should have prevailed to use a trolley. John Lewis’s Customer Service Distribution and Director Relations has frankly been appalling. I was told they would do nothing rectify the matter as it was the 'old washing machines' fault? I have since written to the CEO and the Chair, who have both forwarded my complaint straight back to the Customer Service Distribution and Director Relations representative, who was the person who was so unhelpful in the first place. The CEO clearly doesn't take customers feedback seriously. As a loyal customer of over 35 years, the excellent service I have received in the past from John Lewis is no more. I looked on social media and I am not alone with this feeling. John Lewis has historically prided itself on this service and it’s been an amazing USP, but without it the once trusted store will lose it's loyal customer base.”

Helpful Report

Posted 11 months ago

“This company has seriously deteriorated. I have had a terrible customer service experience today regarding a faulty Apple watch. I have been given the run around and passed around department after department with no resolution. I contacted the Head of Customer Service and what a dreadful experience that was too. I have been a loyal customer with John Lewis for many years and purchased a copious amounts of goods, but no more. A resolution was sort for my faulty Apple watch, which I was happy with and then they changed tactics and said the watch had to be sent away and repaired by an engineer. I have emails from customer service agreeing for me to purchase a higher value watch. Beware! Poor customer service experience when things go unexpectedly wrong.”

Helpful Report

Posted 11 months ago

“I ordered made to measure curtains, a curtain pole and fitting in June 2022. I paid in full - almost £3000 at the time of ordering. There has been a saga of mistakes, incompetence and broken promises too unbelievable to recount here. 7 months later I still have nothing after taking 3 days off owork, making at least 20 phone calls and writing multiple emails. They were again supposed to deliver today - the fitter called to say they couldn’t find the pole in the warehouse so they went to another job. Customer services said the pole was in the warehouse but because the staff are all temporary they couldn’t find it. I don’t know who to believe. I asked for a refund and they said it was agreed by their manager and someone would call me today to process it. Nobody called. I was not surprised.”

Helpful Report

Posted 1 year ago

“Took a whole day off work to wait for my delivery. Half arrived previously via dhl but the bulk of it didn’t turn up. The sum total of their effort was a phone call from a blocked number without a message…spammed me with reminders and that was it. Spent £5000 and suggest you think carefully about using this company. They would rather refund than have happy customers. Really poor company and customer service is nil!”

Helpful Report

Posted 1 year ago

“Absolutely horrible experience with JL repairs centre! I purchased the Samsung S20 5G a year ago (with JL 3 years watranty. The phone started glitching. After going through diagnostics with the JL technical team (factory reset, safe mode etc), I was advised to sent it in for repairs. It was returned to me stating "fully tested with no defect found" and that it had been independently checked by the quality team to ensure it is fully working. It started glitching again after a few hours and I contacted JL and sent more pictures. Aftwr over two weeks, I contacted JL for an update only to be informed that the engineers had found damage to the handset and I would have to pay almost £300 for the repair. Shock because the phone lives in a wallet case, it has a screen guard and I am not careless with it - has not suffered impact or trauma, to the best nof my knowledge. I can sincerely say that there are no scratches or dents on the phone. I have a spare (an old Samsung S9) and a work phone and all three are in my hand bag when I'm out. The S9 is working perfectly (currently using it as main one while the S20 is with JL. We buy our electricals from JL (TV, fridge freezer) as well as beddings, towels etc, and I am extremely diassapointed with this experience from John Lewis repair centre.”

Helpful Report

Posted 1 year ago

“The furniture departure is a nightmare. We highly discourage any potential customer : do not get a kitchen fitted by John Lewis the designer gives you the impression that there will be a case manager. David Michael a rude employee of John Lewis, he never answered the phone, no replied to our text. The fitter was new in fitting John Lewis kitchen and everything we asked to do he said “I have to ask John Lewis”. The granite has a big scratch that John Lewis employee ( David Michael ) refuse to get in touch with the granite company to ask to do something about it .”

Helpful Report

Posted 1 year ago

John Lewis is rated 2.7 based on 2,393 reviews