Name: John Lewis
Rating: 2.65

“Please Customers if you are thinking of buying anything from John Lewis PLC please read the reviews of there former customers on this or any other website before you buy anything from John Lewis’s Stores around the UK. If I followed this advice trust me I wouldn’t even be on this website saying anything negative about them as a new customer. Please new customers please stay away from this company, do not do business with them or touch them with barge-pole because I have discovered just recently they are crooks in Sheep’s clothing and you want to know why let me just cut my bad experience with this company quite briefly, one day during April of this year 2015 I saw a mini Lenovo keyboard touchpad Laptop which they was selling on their website for a reasonable price based on the quality of the item. So on the 18th April I decided to purchase the item on-line and two days later I received it by courier delivered. When I used the item it was working correctly like it supposed too for about five months then all of a sudden the keypads on the keyboard stop working and then it started to went slow, and when I used a wireless mouse it didn’t respond with the Laptop either. The only thing that functions on the Laptop okay was the touch screen. By this time I realised that something was quite wrong with the item and it is now become defective and I could not keep the item in that condition that it was now in especially it was no fault of my own. So in November I decided to go to one of their stores for the first time which is nearer to where I live which was at Westfield Shopping Centre Stratford and I brought the item there to get either a exchange or a refund on my item depending if the same item is selling in the store which I had already had and going to the store was more convenient for me to sort this problem out. When I got to the Store and finally found Customer Service within the store and I spoke to one guy who was the only guy there in the department and I told him the problem why I was here and I would be very grateful if I could have a refund on my item. He said it does not deal with Computer or IT enquires and I have to go back downstairs to talk to technical support and let them help me with my enquires and I said supposed if they can’t help me with my enquiry and they send me back up here to receive a refund what do I do then I asked him, because it was big store I didn’t want to be running backwards and forward like the Mad Hatter trying get my enquiries sorted out. He told me if you have word with technical support within the store they will able to offer you a repair service for your item and I looked at him and said a repair service for a item that I had just bought seven months ago and that’s not what I read on copy of my receipt regarding electrical or IT items being faulty. Now when I heard this I thought this cannot be correct regarding the company policy within the store because repairs should only refer to people really if the item is insured if item not insured a repair service does not apply to them. The reason why I know this because I used to work in retail high street stores which is no different like John Lewis PLC and whenever I and my former colleagues had to sell insurances a repair service depending on what the item is would be included in the insurance and even till now that policy still stands like that till now with product insurances. So just to find out if this policy was true with all IT or products with John Lewis PLC I went back downstairs to see technical support regarding my defective item, as I reach there it was quite busy but lucky enough I didn’t have to wait too long because they was enough staff in that department to serve the customers. When I expected to get excellent customer service especially within High Quality Company like John Lewis in this Technical Support department based on my enquiry that is not what I received. As I am always a customer who always observe the customer service in everything especially a retail store that I do shopping in. The Lady that served me when I spoken to her at technical support that her colleague upstairs at customer service send me here regarding my defective item and when I went and explained what was wrong with this item and how her colleague in customer service upstairs say’s that company offers free repair service even though item is not insured. All the lady did as customer service advisor who was serving me with my enquiry she plainly went on backed up what her colleague said upstairs without offering any options with proper advice based on my defective item. Which is pretty dangerous within the customer service environment because the reason why I said this because it’s very important to offer options with advice based on the products that the customer has purchased and the products that they decide to return if it’s faulty especially if it’s within the money back guarantee and if Retailers want to reduce bad feedback, reviews or complaints. This Customer Service Advisor within technical support while she was serving me as she already know by now that my item is seven months old she didn’t even offer me options of a exchange, replacement or refund on the item or if I decide to repair my defective item for free of charge she didn’t even warn me about the catch, that if I choose to repair the item on the 12 months guarantee and if the item became faulty again after its first repair say several months later, you can return back to us which is John Lewis but there is one catch though you won’t be able to have the item repaired for free if the item become faulty again when 12 months guarantee runs out. Which this incident more than likely to happen with any defective item especially with any technology items whether old or new that has been handed in for repairs because they never quite the same after these items being tampered with. Now that I given my item for repairs even though I did not want this option at all, but because the advisor didn’t give me any options that I needed to refuse this repair service. That is why the item has gone into repairs and plus if I wanted back my money in the first place they wouldn’t give me back my money back anyway even though I’m entitle to it because I realise since this incident has happened and I discovered this website and Trust pilot I realised I am not the only person they ripped off they have ripped off a lot of other customers with their money whether on-line or whether within their stores by not giving back the customers back there money when most of their items are defective within the 12 months guarantee. People if you don’t know already this company John Lewis is crooked and they are real crooks and thieves in sheep’s clothing and I warn you one more time if you don’t want find yourself out of pocket please stay away from any of their stores if you can help it because there products and services that they are selling to the public are not worth any of your money. Goodbye to you former and new customers and have a good day. From Miss Maria Allen from Enfield Middlesex.”

Helpful Report

Posted 9 years ago

“As anyone who works will know, shopping online can be a difficult and worrying process because of the delivery complexities – required signatures, packages left in inappropriate place etc. This was partly why I was so appreciative of John Lewis’ previously excellent Click and Collect service. I could collect from a Waitrose near my work during the week or, at the weekend, near my home. The delivery charge came as a bit of a blow as I had previously done quite a bit of impulse and last minute buying, which I will no longer risk as the charge is generally disproportionate to the value of the order. There are other less well publicised problems though, the first being that we are now required to return items to the store they were collected from – not convenient. The second problem is with the way the changes were introduced, staff were not properly trained and instructions to staff and customers about dealing with returns are not clear. I recently returned two orders to two different stores who adopted completely different procedures, neither of which corresponded to the procedure as spelt out in my documentation. In the first store staff had to refer to instructions as they were unsure what to do, took all my documentation and gave me a small sticky label with the date (no other information) written on it. On this occasion they did finally confirm receipt of my return - 8 days later - and assured me that my refund would USUALLY be processed a week later i.e. two weeks after my return. Considering that the return was made in person, in a store, I can’t see why the process takes so long. Other retailers manage this within 24 hours. The second store accepted my return three and a half weeks ago, less than an hour after I’d collected it. Again they took all my documentation but this time I was given a handwritten receipt on lined paper. I’m still awaiting confirmation from John Lewis of the receipt of this return let alone the start of the refund process (which I’m now told can take up to two weeks). I’ve emailed customer service 4 times, who have responded twice to tell me they will investigate and respond within 48 hours (which they didn’t) and head of customer services once – no reply at all from them. I’ve now resorted to posting to John Lewis’ facebook page. They have told me they will “look into it”. I’m not holding my breath. What happened to John Lewis? They used to be an exemplar for online and customer services, now they’re bottom of the pile for both.”

Helpful Report

Posted 9 years ago

“I bought a pair of shoes from John Lewis on 25.09.15. One of the soles has completely worn through. I took them back, explained the position and requested a new pair. My request was flatly refused as the wearing of a sole is classed as "wear and tear" which I accept to a degree but it is clear after 6 weeks of use that one of the soles shouldn't have worn through. As a matter of goodwill they offered to have the shoe re-soled which I was not happy with. I went back the next day and asked for them to change my shoes again. Same response. If I had bought a TV that was faulty they wouldn't have offered to repair it, they would have immediately replaced it. They sold a faulty product so should just replace it.”

Helpful Report

Posted 9 years ago

“Bought fabric at John Lewis over phone decided to get a reward card so I could enjoy offers previews and so much more that the assistant said I was missing out on. So I contacted customer services straight away who said my purchase would be added. However got a snotty letter via email that as my card was not scanned at the moment of purchase I would not get the rewards. Usually I love going to John Lewis but what a disappointment. Perhaps they are getting lean. Not what they use to be and definitely undersold themselves this time. Avoid now.”

Helpful Report

Posted 9 years ago

“Continuing saga of my Sony Bravia TV (see one-star review one month ago). Since then John Lewis customer service said they would get Sony to send the screws for the stand. After 6 weeks nothing from Sony. John Lewis emailed that they would send me £50 for my my trouble. That was 6 weeks ago and there is no sign of the money. I found out the type of screw and ordered them from Amazon. Arrived in 2 days. If John Lewis ever send the £50 as a John Lewis voucher I will send it back. I never want to deal with this dreadful firm again. I wonder if their directors ever look at the stories of terrible service and rudeness on this review website. They should read them and weep.”

Helpful Report

Posted 9 years ago

“I telephoned JL customer service to cancel an order four days before it was due to be delivered but on the morning that the delivery was due I received a call from the driver to advise me he was on his way, I then explained that I had cancelled and he said this was something that occurs often. I have since tried to get my money refunded and have talked to numerous customer services people who keep telling me the refund is being processed however seven days later I've still not received and don't know when or if I ever will. I have also requested that speak to a manager but it would seem they are always at meetings. Please get your act together JL because this which was once a fantastic company to deal with are now very amateurish and I will not be using again.”

Helpful Report

Posted 9 years ago

“Wish I could give zero stars. Please don't waste your time trying to order anything from John Lewis, Failed to fulfil my order for in-store collection and blamed me for not being able to take a telephone call from them the day before the order was due to be collected. The call was for their own security purposes - card provider had authorised payment. Cancelled order and complained then got shunted around the customer services dept, dealing with a different numbskull each time. They didn't even bother to read what the issue was and trotted out scripted replies, one idiot even apologise because I hadn't received my account discount! In the end I gave up because they clearly don't care. If you actually want to get your items, don't bother with John Lewis because you will remain frustrated”

Helpful Report

Posted 9 years ago

“My elderly parents bought a Bosh fridge freezer on the 2.11.15. Delivery was 4.11.15. By the 5.11.15 it had broken down and they lost all their food!!! My Dad rang John Lewis to be told that he had to call Bosh and arrange for an engineer to attend to confirm it wasn't working. If when he got there and it was working there would be a £99 call out charge. The engineer came yesterday 10.11.15 and confirmed that it was in fact broken. My Dad was told by the engineer that he had to call John Lewis tell them that the engineer had confirmed it was broken then they would call Bosh to confirm it was broken . Then after all that John Lewis will replace it. My parents are 83 and 84. They have a freezer bag full of ice on the balcony with milk in it. Each night after work I take their evening meal . This experience has been very distressing for them. As their Daughter it is very upsetting and worrying to watch your parents get so upset and frustrated. I am appalled with the LACK OF CUSTOMER SERVICE! !!!! This outrageous situation continues.”

Helpful Report

Posted 9 years ago

“Rug delivered a week ago, but Unfortunately completely different to item ordered. I accept this, mistakes happen, but the JL returns policy is a joke. They scheduled DPD to pick up the item on two separate occasions, the item is still in my hallway a week later (my wife has now wasted 2 days holiday waiting in for the pick-up of this erroneous item, JL are aware of this and couldn't care less which in my view is disgusting customer service!). I've subsequently spent hours on the phone to JL.com, all representatives try to appear helpful but have absolutely no idea what they're doing. Note that no refund is issued until item is processed as returned to the warehouse (heaven knows when that will be) what good is this if the item is still to be collected?? Sort it out JL, you used to offer a decent and reliable service, I will not use this again, but please, just refund my damn money now! You're mistake, not mine!”

Helpful Report

Posted 10 years ago

“Had an awful experience with John Lewis. I had to return a broken Hoover which was still under warranty. JL managed to lose it for 3 weeks in a warehouse. 7 phone calls and 16 emails later, after being passed from pillar to post, they eventually found it in a random warehouse. They then told me it would take a further 5 or 6 weeks. I hadn't been told any of this at the outset, I thought it would take a couple of days. I've never experienced such incompetence, it was such a surprise as I'd thought John Lewis were good at customer service. I won't be shopping there again for electrical items.”

Helpful Report

Posted 10 years ago

“John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!”

Helpful Report

Posted 10 years ago

“John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!”

Helpful Report

Posted 10 years ago

“I booked a curtain making service for them to measure up today. 2 emails & 2 texts to confirm booking. Ensured I was at home from mid day as it was an afternoon appt. No time given of expected arrival. Rang at 14.30 to be told they work till 16.00. Appt is supposed to be for 120 mins. No show..no phone call or txts. Seriously bad customer service. I have more in life than waiting for 5 hours with no contact. So unimpressed & nothing will persuade me to use them again for this type of service.”

Helpful Report

Posted 10 years ago

“Absolutely terrible service - I wish I had read the reviews before I ordered a dishwasher from John Lewis. After 8 days with no sign of it, I phoned and was told that the couriers would be contacting me shortly to arrange a delivery time. When another four days passed with no sign I rang again, and this time I was told the courier would contact me within two working days. Five more days passed, I rang again, and was given the absurd excuse that the courier did not have my mobile number and so they could not contact me to arrange delivery. I was told that they would contact me very soon that day. When that did not happen, I cancelled the order, discovered the same dishwasher was available form Curry's at the same price, I ordered it, and it was delivered the next day. I will never use John Lewis again.”

Helpful Report

Posted 10 years ago

“We bought a Samsung tv in February 2014.It developed a fault so at 8am Wednesday the 28th October I called John Lewis' technical department and was advised that an engineer would be with me on Saturday morning.Saturday morning has been and gone,I have rang twice to see where the engineer is to be told that they can't be contacted on a Saturday and the best thing to do would be to reschedule.I could only be given a morning or afternoon slot for next Thursday! and am not prepared to take time off of work to sit in on the off chance that the engineer decides to put in an appearance.I asked if I could take the tv in to the branch and was told yes -i could take it to the technical department to be sent off as the likelyhood was that the tv wouldn't be fixed at home and the engineer would take it away.I could have done this on Wednesday!Very poor service from a company that I have always trusted to give excellent service.”

Helpful Report

Posted 10 years ago

“Found lovely sofa's in store, wow!!!!!!! how much????? I know! Reputation built off price matching for the same goods. Found the only manufacturer of this sofa in the country, British built quality for many years. That company provided me all their suppliers for that product round the country from their website. Wow! found a company doing exactly the same sofa from the same manufacturer for £1400 less for the two sofa's I wanted. only delivery 6 to 8 weeks but J L 7 days. so I go back with the undersale quote.............well would you believe the excuses and the legal rhetoric ,the best being the sofa is named differently from yours sir! The only difference .FOR THE SAME SOFA...............Made exclusively for us..........not true! This company has gone down in my estimations over the years.It has used slick advertising and clever marketing to dupe you into buying from a company that once had a great reputation for providing great quality at a fair price with a brilliant before and after sales service, which is now not true , as they never call you back .Plus if you're prepared to do a little bit of research you will always undercut them and in fact the company which have now received my hard earned cash,have bent over backwards to be of service.I will be recommending all my friends to shop from here I will never visit or use this company again!”

Helpful Report

Posted 10 years ago

“I purchased a tablet from JL.com a few months ago, and it developed a fault with the SD card slot. I sent a very detailed email to them thinking it was the best way to get in contact because I could think about the best way to describe what was going on and what I'd tried. I then get a response 16 days later saying, sorry but the warranty team isn't the right place to call and errr, thanks but phone this number. If you weren't going to do anything, surely you could have told me a little sooner. This isn't what customers expect of any company, let alone one that supposedly prides itself on customer service. Perhaps they could learn a lesson or two from Amazon!”

Helpful Report

Posted 10 years ago

“Appalling customer service!!!! My first fridge freezer was delivered with 7 dents, had to wait for 10 days to get it redelivered. The second appliance was also faulty. I raised a complaint 02084886, was told a manager would be calling me back but no one had the decency to do so despite many calls/emails. Next thing, I receive a text to inform me of a redelivery date I didn't agree to. This thing has been going on for other a month. Just called again and I have been told someone would be calling me back again....no resolution. I originally choose JL for piece of mind but should have gone for the cheaper more reliable options online”

Helpful Report

Posted 10 years ago

“John Lewis Fusion Hammered Brass Mirror, Square £125 I was so disappointed after this mirror was delivered as it looked wonderful and just what I had been looking for but, It had a defect on the mirror. I returned it and was sent a replacement...the defect/scratch was worse than the first mirror. This was sent back and a third mirror sent out....this was much worse than the first two. There was a scratch on the glass and the metal surround was damaged/different colour in places. I think the whole batch of mirrors must have been faulty. I see that the 3 mirrors we bought are now back in stock. I would suggest no one buys them!”

Helpful Report

Posted 10 years ago

“Last Sunday I was in John Lewis at Poole and realised how much better the picture quality on a new TV was than my existing model. I took various model details and went home to read the reviews on line. I decided on a model but discovered Richer Sounds did the exact same model for £100.99p cheaper. Contacted Poole and they said they would ring back shortly. Never did so I rang again and they agreed to the price match but would not take an order because they had none in stock. There web page stated more than 10 in stock. I rang customer services who said it is in stock but I could only get the reduced price at Poole. Now after complaining Poole ring up for me to place an order. Richer Sounds are far better on price and service. I believe its the bonus aspect of John Lewis which makes their staff put greed before service. This is my second bad experience with John Lewis. I now believe they are as bad as Currys. The first time was a smelly expensive mattress and despite my many complaints it took 3 months before they agreed to get the manufacturer to have a look. He condemned it and it took another month for John Lewis to issue a refund. Pity they have just lost 4 former customers.”

Helpful Report

Posted 10 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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