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

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“Wish Id found this site before making the mistake of ordering from John Lewis a wardrobe for my mother going into sheltered accommodation. They took the money straight away and after more than 2 weeks have no idea when it may be delivered. It has not been added to my John Lewis account history and after contacting them more than 5 times by email and telephone only to be told someone will call you back...(which has still not happened even once). The common element with the other viewers is that by John Lewis Collection I believed it was their product but in fact was one of our chosen suppliers.. They said it would be delivered within 5 weeks then this changed to contacted within 5 weeks!! Very different meaning. Have explained the situation of an elderly lady moving into sheltered accommodation and this being a real problem for her move but they really just do not give a damn and still just trot out same thing when I phone 'someone will call you' Am thoroughly disgusted with the lack of any good customer service and as a previously loyal John Lewis fan am totally over it.”

Helpful Report

Posted 10 years ago

“I ordered curtains from John Lewis on 7 April they were “made to measure in 7 days” service. It’s 6 May and after chasing John Lewis on and off for a few weeks finally managed to speak to customer service dept. Apparently their outsource curtain makers still have not received the material even though website said it was in stock. They cannot give me a date of when they could get the material in stock so I have had to cancel the order. A few years ago I ordered a washing machine from John Lewis and the delivery company left it outside in the snow even though when I placed the order in their Kingston branch they put a note in not to deliver during school pick up hours. I cannot believe that they can get away with such shoddy service.”

Helpful Report

Posted 10 years ago

“I've spent over £20,000 at John Lewis in the past 3 years and this is the second time I've received a late delivery despite some considerable effort spent in trying to ensure a timely delivery. I am a busy person and time is money. Needless to say, once again I received a call after 9pm this evening to inform me the delivery would be late. This was their last chance and I will not be shopping at John Lewis again. A terrible delivery service with unacceptable time frames which they then fail to keep. I have been a long term, loyal customer and see this as a sad end to an era. James”

Helpful Report

Posted 10 years ago

“very poor delivery service- I placed a large order 2 weeks ago - received a series of confusing responses to my request ( paid for) specific delivery arrangements- they managed to deliver part on the wrong day and then the subsequent shipment did not even leave the depot by the allocated and expected time of delivery.............. After 30 years as a loyal customer I am especially disappointed”

Helpful Report

Posted 10 years ago

“Terrible customer service and false information! I wanted to return a flash gun that I bought from John Lewis Oxford street. I did not have the receipt with me, but I had bought the flash gun two days earlier and did not expect to have difficulties. This was on Thursday 12/03/15. The assistant at John Lewis(Raj) was very aggressive and rude. He dismissed me by saying if there was no receipt there will be no refund or exchange. The main reason given was that there was no way to trace the product to the store without the receipt!. I complained to the manager at the time, who too gave me an extremely hard time. Even though I had been a customer at John Lewis for at least 15 years. I came in the following day, and there was a different person at the return counter who simply scanned the bar code of the product and all my details appeared. I am writing this review as I was provided misleading information and John Lewis put me through a lot of duress for no justifiable reason. I feel extremely let down from a brand that I considered could be trusted. I also consider that my rights as a customer were not respected by the employees at the time, who provided misleading information. This is simply not acceptable! and if you are subject to this kind of treatment please do not hesitate to contact the regulators.”

Helpful Report

Posted 10 years ago

“Still not received my order which was guarenteed on Thursday still not received and cant tell me when either this is happened before next day delivery=no delivery. Really need to sort their couriers out and promised deliverys and dont deliver”

Helpful Report

Posted 10 years ago

“Appalling service! I have used John Lewis for years specifically because their customer service was second to none - NEVER AGAIN ! Six days ago I tried to order a new washing machine and tumble dryer online but the purchase would not complete. A telephone number was given to ring, it was my bank, they said this happens all the time with J.L. I confirmed I was trying to make a purchase and was told it would all go through next time I tried.... It didn't, same problem so I went elsewhere and made the purchase online with BHS Direct , no problem and saveved nearly £150 in the process! Unfortunately John Lewis thought that they would complete the order any way and took £1,333 from my account! I phoned customer services and was told by the rep she could do nothing, she would pass it on and someone would get back in 48HOURS!!!! And I was to refuse delivery of the items, which I did that afternoon . Over 48 hour has past just phoned them up and the said , oh, we've been busy!!! They went away to confirm the order had been cancelled and phoned me back to tell me my money would be refunded in 5 working days!!!! Considering my order was never verified the have in effect FRAUDULENTLY stolen this money from my account and I am now racking up interest payments for the next week DREADFUL, FRAUDULENT COMPANY - avoid them like the plague!!!”

Helpful Report

Posted 10 years ago

“I have shopped in John Lewis for over 30 years but have to say their customer service is now virtually nonexistent and their loyalty scheme is not worth the time and effort. I recently was told my £300 purchase could not be assigned to my card as the cashier forgot to scan it at the beginning of the transaction and it cannot be done retrospectively. The gift cards ordered on line are dispatched by an agent who doesn't have and customer service policy and they take around a month to arrive. Poor poor poor John Lewis”

Helpful Report

Posted 10 years ago

“Ordered a Panasonic bread maker, very easy to order very efficient, kept informed of delivery and delivered quickly. Would definitely use again. Thank you!”

Helpful Report

Posted 10 years ago

“Don't use John Lewis 7 day curtain service . The process took MONTHS , the second lot of curtains still don't fit. The communication is appalling , no-one calls, emails , or is even available when visiting the store ( strange how the multitude of managers that seem to be forever stalking the store melt away when you need one). Staff are rude, poorly trained and even intimidating . ( Except one lady on the shop floor). The curtain fitter was excellent , but not employed by John Lewis. £3000 worth of curtains that don't fit!”

Helpful Report

Posted 10 years ago

“Curtain making service very poor”

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Posted 10 years ago

“John lewis please please take care who you employ.It is shocking to see how the once leading department store is being represented by so called partners who is behaving as though they have been dragged from the streets.Do not let the standards slip any further as it is better late than never.Please train your staff/partners in exemplary customer service beginning with the greeting! which is awful.Words cannot describe as some of their attitude is questionable.”

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Posted 10 years ago

“I ordered from Johnlewis.com The item was not delivered to the shop as promised (it was a birthday gift) Staff at the shop were no help whatsoever. Had no explanation as to why it hadnt arrived. I HAD TO CALL THEM the following day to be told no stock despite them taking my on line order I was told there was no stock. They couldnt resolve the problem, thought if they apologised all would be fine.....NO! I have no birthday gift, no time to get another one, have spent time on the phone and in the shop waiting while they look into the problem. Dont offer online shopping for items you clearly dont have. Call and let the person know, dont leave them high and dry. Dont take authorisation on a debit card blocking funds for something you clearly dont have. This is disgraceful. please DONT PUT YOUR FAITH IN JOHN LEWIS COMPANIES IF YOU NEED TO ORDER SOMETHING IMPORTANT!”

Helpful Report

Posted 10 years ago

“Probably the worst customer service experience I h ever experienced. Have spent a total of over two hours on dozens of phone calls a and still no resolution to a faulty doa dushwasher. Go to the coop or another retailer at all costs.”

Helpful Report

Posted 10 years ago

“John Lewis are going downhill fast, customer service is terrible and don't buy any electrical goods, as they will not fix it if it breaks down within warranty.”

Helpful Report

Posted 10 years ago

“If You want to buy something, get it here, before going anywhere else. Top marks for costumer service, John Lewis is looking after the costumers.”

Helpful Report

Posted 10 years ago

“HAVING READ SOME OF THE OTHER REVIEWS I AM AT LEAST HEARTENED THAT I AM NOT ALONE. I ORDERED CLICK AND COLLECT FOR MY LOCAL STORE, WAS NEVER NOTIFIED THE GOODS WERE IN, THEN TOLD THEY WERE OUT OF STOCK, THEN HAD PART ORDERS DELIVERED TO MY DOOR, ALTHOUGH I HAD EXPRESSLY ASKED FOR CLICK AND COLLECT AS NO ONEAVAILABLE TO TAKE ORDER AT HOME. ALL THIS ACCOMPANIED BY NUMEROUS EMAILS PHONE CALLS MONEY AND TIME FROM ME. NOW 2 MONTHS AND NUMEROUS EMAILS LATER I HAVE EVENTUALLY BEEN TOLD I WILL HAVE A REFUND, IN A TONE WHERE I AM EXPECTED TO SAY THANK YOU AND BE GRATEFUL. THE SERVICE HAS BEEN APPAULING, DON'T ORDER ONLINE IF YOU VALUE YOUR SANITY”

Helpful Report

Posted 11 years ago

“Awful level of service- 5 months to not receive curtains that were supposed to be delivered in 7 days..... Having moved in to a new home, I ordered some curtains from John Lewis. I was particularly attracted by the 7 day service, given they were for a bedroom that didn't have curtains. Straight from the off there were problems- the assistant kept putting the details in wrong to the system so it took about an hour to get a quote, then I was told there were hardly any available appointments for someone to come round to measure within the next three weeks. When the person eventually arrived I found him to be rude (sitting on my bed, asking for tea before it was offered, asking if I was calling my mum to decide if I wanted to go ahead (I'm 29!!!)). Given I needed the curtains quickly I decided to go ahead with the purchase. 6-7 days after I had given my bank details I got a phone call. I thought this would be to arrange delivery... but no... the call was to say that the fabric had arrived and that the quality was so poor that they were in discussions with the manufacturer. Then followed updates every week or so to say that they were still trying to resolve the issue and would keep me updated. The calls were always apologetic and they made an effort to keep me informed... but 1) why were orders accepted when the fabric was not in stock 2) why were these quality issues not sorted out with the manufacturer prior to products being offered to customers and orders accepted 3) why did they continue to offer the fabric to customers in their store. I waited from 5 MONTH for this to be rectified by John Lewis and then gave up! I've received no apology for the huge inconvenience this has caused. All in all a dreadful level of service.”

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Posted 11 years ago

“The girl working in La Prairie counter I give her five stars in customer service and five stars for customer care. she's very helpful with everything EXELLENT XXXXX Leicester”

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Posted 11 years ago

“I having to cut an awfully long story short as too p'd off with them. Ordered something with them but kept getting cancelled. phoned them up and was told my credit cards were declined, 3 of them from different suppliers. Ending up phoning the card companies who denied they had even tried. Funnily enough, when i tried to reorder it went out of stock. 1 time i did get through to support on the telephone she sent my goods 200 miles away to a store i've never heard of. Luckily even that got cancelled on the day of delivery. johnlewis.com should be avoided. They used to be the best but now just let you down at every opportunity.”

Helpful Report

Posted 11 years ago

John Lewis is rated 2.7 based on 2,450 reviews