John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,446 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,446 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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“Washing machine broke within a year... got a replacement as there's warrantee on it. BUT order got lost and took over 12 weeks to sort out properly.... Your customer service team tried there best so I will give credit for that but come on... 12 weeks to get a broken washing machine replaced? It's just too long and you guys are a big company so I am sure you can better that.”

Helpful Report

Posted 7 years ago

“By the quality of their customer care and their customer service training. I was fortunate enough to seek the professional expertise of the partners in the Technics dept in JL Edinburgh this morning and met David. I have to confess my knowledge of Apple iPhones is a bit limited and as I had finally decided I needed to upgrade my 7 yr old phone, choosing what to buy was a challenge. However, David moved quietly into vision, enquiried discreetly if he could help, smiled helpfully as I delivered my long convoluted request for assistance and quickly came to my aid with impressive patience and clear thinking. (thank goodness!) Half an hour later with minimum fuss and maximum attention to detail, I am now the proud owner of an Apple iPhone 8plus, and all thanks to a very helpful, knowledgeable and pleasant member of the JL staff, who walks the talk. He's a keeper, as is his manager who discretely followed up on a couple of enquiries during the process. (sorry forgot to take her name). Thank goodness excellent customer service is still alive and well and living in John Lewis. Carol”

Helpful Report

Posted 7 years ago

“I recently purchased a laptop from the Oxford Street branch. The service was outstanding. I received very good advice about which laptop to purchase and even though I didn't arrive until evening the staff were able to get it ready with software loaded before the shop shut that evening. The staff member who helped me was friendly, patient, knowledgeable and went out of his way to help. I'm delighted, thank you.”

Helpful Report

Posted 7 years ago

“Customer Service, Made to measure, and orders team do NOT communicate properly. I paid for my order early March (we are in May 2018), nobody can still figure out if my the fitting was paid for (it was) and keep throwing the ball at each other. Order still not fitted as nobody seems to care spearheading the service I have long paid for!”

Helpful Report

Posted 7 years ago

“My wife and I have now bought 2 iPads (iPad air and iPad 2017). Both were bought in-store. The assistance was first rate with what seemed an emphesis on helping rather than selling the most or highest priced item. We are both pleased with our iPads and will go back to John Lewis if we need anything that they sell.”

Helpful Report

Posted 7 years ago

“Good quality, good range of items to choose from and value for money. Useful collection at the local outlet (Waitrose).”

Helpful Report

Posted 7 years ago

“I had Two deliveries today at stoke holy cross , i cannot praise the team who delived my fridge ,enough so nice and helpful, and the same for the team for the cooker and washing machine fantastic customer service .thank you so much .”

Helpful Report

Posted 7 years ago

“Customer services poor very much as the quality of their ladies wear. When you purchase you are told don’t worry any problems just return item not quite the same response when in store.”

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Posted 7 years ago

“phone answered promptly, and all questions answered leading to an order being placed ( smart tv ) with next day delivery and 5 years warranty.”

Helpful Report

Posted 7 years ago

“Items ordered from John Lewis the night before were delivered as notified to a local Waitrose store the next day, free of charge, ready for collection. Products ordered arrived in perfect condition and collection from Customer Service was hassle free.”

Helpful Report

Posted 7 years ago

“Lovely hat department, however the only sensibly usable mirror available within 30ft radius was approx 10 inch diameter on top of a high unit!”

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.”

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Posted 7 years ago

“I wanted a bread bin and got just what I wanted great service & delivery”

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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.”

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Posted 7 years ago

“Next day delivery for the items purchased and no fuss returns to a local store made it a good shopping experience.”

Helpful Report

Posted 7 years ago

“After buying a tv from John Lewis after about 2years it developed a fault on the screen so I contacted customer service who sent out an engineer who said the screen would need replaced after two weeks wait the screen was fitted and we now have a perfect picture once more, I have to commend the service with 5 stars from start to finish, the engineer who came both times was superb I send grateful thanks to all who made my experience a smooth service so thank you John Lewis I shall continue to shop with you”

Helpful Report

Posted 7 years ago

“I make effort to put a review for a company if they are extremely good or extremely bad. I have been shopping at John Lewis Norwich and online over two decades never ever had a bad service. I have received faulty goods but it has always been sorted to greatest satisfaction by the customer services. Most recent one was my washing machine I paid for installation of the machinery but they could not do it due to plumbing issues. they said I will be contacted by phone the next day and I will be refunded and it happened exactly as they said. More to the story, after the delivery I notice a tiny little scratch while on the phone I mentioned this to person and I was credited 10% of the cost, straight away. I call this an EXCELLENT CUSTOMER SERVICE thank you John Lewis.”

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

John Lewis is rated 2.7 based on 2,446 reviews