Name: John Lewis
Rating: 2.65

“Don't be fooled into the John Lewis 2-year guarantee. As a consumer, we pay more knowing that we are protected by their guarantee, however, according to the policy it states a replacement of specification equivalent but a recent issue has meant I need to take a downgraded version of my existing product as the guarantee is in fact cash equivalent and not specification equivalent. Very disappointing John Lewis considering this is one of your USPs which is actually false and misleading.”

Helpful Report

Posted 7 years ago

“We purchased a £599 Frost Free Freezer from John Lewis in 2013. Fair enough the 3 year warranty has expired and until now, June 2018, it has worked very well. A couple of weeks ago it started playing up and we had to get the engineer out as the online troubleshooting was minimal. The engineer told us that it needed defrosting because although it was a "frost free" appliance it still needs defrosting every 2 years. There is absolutely no mention of defrosting in the John Lewis Manual anywhere fact it categorically says it does not need defrosting. We have tried to tell John Lewis customer services that we feel aggrieved that we have had to pay for an engineer to come out and tell us something that we could have done ourselves if it had been put in the Manual. The contracted out customer services, Sitel, were intransigent and pushed us onto the warranty company who wanted to push us back to John Lewis. We still have mileage to go on this as we refuse to give in until John Lewis admit that their information is incorrect. We have always had faith in John Lewis and have spent thousands of pounds with them over the years but now we shall be looking for a more personalised, local option, someone we can speak to in person rather that well versed brick walls.”

Helpful Report

Posted 7 years ago

“Bought a laptop from John Lewis Order number: 127497075. Was faulty within a month (Not JL fault). They initially refused a returns, even though the laptop was a month old and tried to pass to manufacturer. Now they have accepted the returns, have failed to refund my £519.99 and kept the laptop. John Lewis are crooks, but paint a good picture to the public. DO NOT TRUST THESE WITH THEIR FAKE WARRANTIES.”

Helpful Report

Posted 7 years ago

“Ordered a bistro set but items come separate so because the chairs could be delivered immediately but the table couldn't be delivered for 6 weeks have cancelled whole order. Me £400 .... john lewis £0 yet more buying incompetence from a company whose retail success is the talk of the time. Off to B and Q or Tescos. They have very similar and cheaper.”

Helpful Report

Posted 7 years ago

“Called JL to order kids England football shirt after noticing a pricing error online. Age 9/10 is £85 all others are £40, all are marked as on sale 10% off. I assume this is a simple pricing error and call to see if they can override it and correct it on the site. I spoke first to Amy who told me the shirts were being price matched (no mention of a price match on the site) and that £85 was the original price which was correct as the retailer they were price matching must be out of stock of this size. She also told me they were on sale and they often have sales on certain sizes. I explained this did not add up as the sale was 10% off and clearly 10% off £85 is not £40, also various retailers (sports direct, next, Nike) have the shirts for £40 or very close. I was put on hold while she spoke to a supervisor, they apparently confirmed it was the correct price. I asked to speak to the supervisor, now there were no supervisors available. Two minutes later there were no supervisors on shift. She kept repeating that it was a price match and talking over me. Eventually she put me on to Richard, he was very rude and told me I didn’t know what a price match was, then spoke over me, called me rude and hung up. Called back to complain, they agreed it was a clear pricing error. The original customer service employees were rude, ignorant and completely unwilling to listen or help. This is the second time I received this appalling service from JL, the stores still have great customer service, but the call centres are outsourced and not the same experience at all.”

Helpful Report

Posted 7 years ago

“Absolutely appalling service received. Customer service just shocking, should be renamed ‘don’t give a damn about customers’. Bought a washing machine and paid to have it installed. Installation engineer (that’s a joke of a job title by the way) said he couldn’t connect new washer to our plastic pipes, promptly when on to dismantle the y splitter from our cold feed pipe which goes to our washer and dishwasher so that he could connect the washer to the main cold feed pipe and told me I’d have to connect the dishwasher myself. Did he have permission to do unplumb my dishwasher - no! At no time did he mention that when I had to undo his plumbing to plumb the dishwasher he unplumbed did he advise that this would invalidfy his work and absolve John Lewis of any liability. Sure enough the pipework the installation engineer removed when put back together now leaks. We have now spent hours trying to rectify your shoddy work and have the added expense of buying new parts and paying a plumber to sort the problems out. Customer services are just a joke and have washed their hands of this as according to them they have investigated our response and been absolved of all responsibility and liability because we touched their appalling engineering installation to put it back to how it should be. It’s a shame we can’t wash our hands of the problems - oh we can! We also get to wash our feet too as the pipes leak water all over them too! Hope you’re happy with your service and staff John Lewis because we certainly aren’t and will be doing everything in our gift to let everyone know what a shocking service we have paid for from you.”

Helpful Report

Posted 7 years ago

“Faulty Apple IWatch returned to branch left for a week and they lied about giving it a full diagnostic! I forgot to unpair so they could not do anything!! Had there technical person give advice which was embarrassing my 5 year old has more of an idea also complained to head office who never get back to you ! John Lewis Known for there upmarket products and excellent service a big let down I get better service in Asda”

Helpful Report

Posted 7 years ago

“Do not let John Lewis do your fitted wardrobes. They are not "made-to-measure" as they have implied. They have a set of carcasses that they pop in and they add 'fillers' on the sides to cover the gaps. They've wasted about 50cm of storage space. In addition to this, they were not clear about how they were going to make sockets available. Previously, my shelf had the socket attached to the wood, but John Lewis just cuts a hole to make the socket available (also, their removers managed to make a mess out of the removal). This is problematic as I have to stick my hand into the hole through the giant gap before I can plug it in. Did I also mention that they did not deliver the drawers in one bedroom and they delivered smaller drawers in the other? Of course the sides were covered by 'fillers' again...”

Helpful Report

Posted 7 years ago

“Do not let John Lewis do your fitted wardrobes. They are not "made-to-measure" as they have implied. They have a set of carcasses that they pop in and they add 'fillers' on the sides to cover the gaps. They've wasted about 50cm of storage space. In addition to this, they were not clear about how they were going to make sockets available. Previously, my shelf had the socket attached to the wood, but John Lewis just cuts a hole to make the socket available (also, their removers managed to make a mess out of the removal). This is problematic as I have to stick my hand into the hole through the giant gap before I can plug it in. Did I also mention that they did not deliver the drawers in one bedroom and they delivered smaller drawers in the other? Of course the sides were covered by 'fillers' again...”

Helpful Report

Posted 7 years ago

“I bought a wallet and was pleasently suprised to find the package it comes empty, so was call customer service which helpfull at all. I will never buy online from JOHN LEWIS”

Helpful Report

Posted 7 years ago

“No wonder stores are going out of business in UK - getting assistance in Ashford store was impossible therefore left and went to marks and Spencer’s”

Helpful Report

Posted 7 years ago

“sent email to complain three times no reply”

Helpful Report

Posted 7 years ago

“Terrible service for the second occasion, the store trades on the idea of its quality service and aftercare yet on two separate occasions they have fallen woefully short. I purchased a TV cabinet online to the tune of £900.00 which, to be frank, is a price the item in perfect condition still doesn't warrant but that is a separate debate. the item I received was a previous customer return that had been reboxed it's full of scuffs and chemical damage to one of the doors. despite flagging it a couple of hours after the delivery the company have made no effort to resolve my issue. Sadly this will be going to solicitors next week with the focus on the distant selling act, a huge waste of time and money but with the company unable to simply respond to any correspondence it's the only recourse I have. I contacted the Director of services for his assistance Craig Inglis he has also chosen not to acknowledge my correspondence. it's no wonder John Lewis are losing sales and market share.”

Helpful Report

Posted 7 years ago

“Haven't done any shopping but charged £13 for nothing by customer service representatives as they don't know what they doing!!! If transaction will not disappear within couple days from my card, I will contact my card provider and file this issue as fraud and ask them to block your company!!! As so far you have managed: 1) fail to dispatch purchased item (see order number 126264238); 2) requested to return originally purchased item which you have failed to dispatch (see your email generated on Tue, 24 Apr 2018 10:53:08); 3) requested to return someone else's order (see CASE-08715555); 4) charged me £13 the deference in product colour price, even the customer service representative mentioned that I would not get charged extra (see CASE-08518551); See case CASE-08518551 as I haven't had any response from you!”

Helpful Report

Posted 7 years ago

“My Sister in-law bought various units of bedroom furniture months ago, she is still waiting for some parts to arrive. A fitter from John Lewis has assembled some of the units, when i looked at the way he had done the work i was disgusted with the finish. she is still waiting for a response regarding emails but still no reply. I could go on for hours but to summarise. I will never set foot in John Lewis nor will my sister in-law or friends or famaly ever again.”

Helpful Report

Posted 7 years ago

“Today, I had a response after 3 days - not even related to me or my account, now they do ask to return the following item: Joules Sleeveless Floral Stripe Print Dress, Multi, 12. I have never bought that item and communication from John Lewis is diabolical as it's clearly indicate that they haven't got a clue about processing the orders!! New case number: CASE-08715555”

Helpful Report

Posted 7 years ago

“I bought a dji mavic air from John Lewis 2month ago ,the drone was faulty they didn’t take any responsibility same as dji lost £800 less then two month.”

Helpful Report

Posted 7 years ago

“I personally don’t recommend to shop at John Lewis as company don’t know how to process the orders based on my experience: 1) I have pre-ordered item to get delivered; 2) online system indicated to me that item was dispatched; 3) after waiting for a couple days and non receiving goods, I have rung them up and surprise to me that the item was still out of stock and no logs or tracking number that my item was dispatched; 4) lovely lady requested to send the replacement in different colour which I received within 5 working days; 5) today I had email that I required to return the original item; Now, could you tell me how I can return the original item, if it hasn’t been sent? Do you you check the logs per order? My order number is 126264238”

Helpful Report

Posted 7 years ago

“Poor customer service and lack of care. Never ever will I deal with this company again t”

Helpful Report

Posted 7 years ago

“Bought a Seiko watch as a Christmas present for my husband which came in a box with a footprint on the cushion of the watch. Within 2 weeks the glass on the watch just chipped without any scratch on surfaces or hard surfaces or any sort of accidents. Reported it to the JL Stratford branch who asked for £90.00 of repair and maintenance despite the 2 years free guarantee. Purchase price of the watch was £118.30. Also, the watch did not have any plastic film on the glass which normal brand new watches would have. JL needs to reconsider their quality control check on their products and customer service at the Stratford branch.”

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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