Name: John Lewis
Rating: 2.65

“Had a very disgusting experience with J L. My iPad developed a problem (2 years old)with a 3 years guarantee the screen went blank after about 3-4 minutes. Tried to contact J L customers services for about 2 weeks without success the would be answered and you was put on hold and then went dead disconnected which cost my £40 in calls. Monday 18/05/20 finally Spoke to a human being and explained the situation the reply was WHAT DO YOU EXPECT from a 2 years old iPad but I will get someone to contact you no one contacted me. I emailed technical support 3 times no response. Filled in customers services contact form no response. Finally I emailed customers services director after nearly 4 weeks I received an email from a customers services manager assigned to my case who was understanding but could not solve my situation. It just shows the if you go to the top you get answers. If I purchased a new item from J L they would apply a discount of £30 no mention of if you purchased from elsewhere”

Helpful Report

Posted 5 years ago

“As always the stronger side of John Lewis is the customer support or at least their politeness and courtesy. Where everything crumbles is, unfortunately, the execution. I have ordered an LG OLED TV with a free soundbar on Tuesday for delivery on Saturday. In the meanwhile, there was a problem when applying the discount code (for free soundbar) but the customer support solved it with a side effect of a delivery being postponed to Monday. I'm wasn't over the moon but I can live with this it's just 2 days. I'd like to mention that both customer support agents were very helpful and pleasant to deal with. On Monday I was made aware that they were in fact less helpful than I initially thought. I received a call from customer support that for unknown reasons the TV was ordered from a branch that is closed during the COVID-19 time instead of the central warehouse that works. In effect, that means the delivery of the TV has been postponed by a week till Saturday and it can't be expedited. So now I have to wait almost two weeks in total. Today (Monday) the soundbar arrived. The delivery driver has promptly called me and just by the tone of voice I could hear he's not too happy nor friendly. Then he called me again as he could not find the building, his tone deteriorated further and he became slightly rude and agitated because of that. He was interrupting me when I tried to describe which building is mine. Couple minutes later he told me via intercom that he's leaving the soundbar in the lobby of the building because he cannot come inside. I replied that they are not allowed to come to the flats not the building as per John Lewis own description regarding the limitation of the service. As a reply, he gave me heated monologue that he had to go through 10 people to get there and it's a violation of health and safety. Found it amusing as I've seen him walking about without any face mask nor gloves. I did not enjoy being told to "Listen to me" and called "mate" by that person in a definitely derogatory tone.In my personal opinion, he could politely and calmly explain the situation and we could end on that. Instead, he decided to take it out on me, be rude and talk down in derogatory tone. I've never had a situation like that and I will not let this go. I request that action is taken against that driver and I'll be notified how this is being handled. To summarise, the order and the delivery was a complete catastrophe: - discount code mechanism that didn't work properly - the initial delay of the delivery due to human error - human errors when ordering the TV causing a second much bigger delay- extremely rude delivery driver I am disappointed in John Lewis, especially during times where home deliveries are the key business. I'm even more shocked that you are hiring delivery people that would be considered too bad for basic food delivery let alone for the John Lewis. All in all, lesson learned, next time I'm ordering from Amazon with 2 days (or even next day) delivery. Also if the TV is left in the lobby again, I'm cancelling the order altogether.”

Helpful Report

Posted 5 years ago

“EDIT: I've further lowered the score and added description of an additional extremely unpleasant situation with the delivery driver. As always the stronger side of John Lewis is the customer support or at least their politeness and courtesy. Where everything crumbles is, unfortunately, the execution. I have ordered an LG OLED TV with a free soundbar on Tuesday for delivery on Saturday. In the meanwhile, there was a problem when applying the discount code (for free soundbar) but the customer support solved it with a side effect of a delivery being postponed to Monday. I'm wasn't over the moon but I can live with this it's just 2 days. I'd like to mention that both customer support agents were very helpful and pleasant to deal with. On Monday I was made aware that they were in fact less helpful than I initially thought. I received a call from customer support that for unknown reasons the TV was ordered from a branch that is closed during the COVID-19 time instead of the central warehouse that works. In effect, that means the delivery of the TV has been postponed by a week till Saturday and it can't be expedited. So now I have to wait almost two weeks in total. Today (Monday) the soundbar arrived. The delivery driver has promptly called me and just by the tone of voice I could hear he's not too happy nor friendly. Then he called me again as he could not find the building, his tone deteriorated further and he became slightly rude and agitated because of that. He was interrupting me when I tried to describe which building is mine. Couple minutes later he told me via intercom that he's leaving the soundbar in the lobby of the building because he cannot come inside. I replied that they are not allowed to come to the flats not the building as per John Lewis own description regarding the limitation of the service. As a reply, he gave me heated monologue that he had to go through 10 people to get there and it's a violation of health and safety. Found it amusing as I've seen him walking about without any face mask nor gloves. I did not enjoy being told to "Listen to me" and called "mate" by that person in a definitely derogatory tone.In my personal opinion, he could politely and calmly explain the situation and we could end on that. Instead, he decided to take it out on me, be rude and talk down in derogatory tone. I've never had a situation like that and I will not let this go. I request that action is taken against that driver and I'll be notified how this is being handled. To summarise, the order and the delivery was a complete catastrophe: - discount code mechanism that didn't work properly - the initial delay of the delivery due to human error - human errors when ordering the TV causing a second much bigger delay- extremely rude delivery driver I am disappointed in John Lewis, especially during times where home deliveries are the key business. I'm even more shocked that you are hiring delivery people that would be considered too bad for basic food delivery let alone for the John Lewis. All in all, lesson learned, next time I'm ordering from Amazon with 2 days (or even next day) delivery. Also if the TV is left in the lobby again, I'm cancelling the order altogether.”

Helpful Report

Posted 5 years ago

“As always the stronger side of John Lewis is the customer support or at least their politeness and courtesy. Where everything crumbles is, unfortunately, the execution. I have ordered an LG OLED TV with a free soundbar on Tuesday for delivery on Saturday. In the meanwhile, there was a problem when applying the discount code (for free soundbar) but the customer support solved it with a side effect of a delivery being postponed to Monday. I'm wasn't over the moon but I can live with this it's just 2 days. I'd like to mention that both customer support agents were very helpful and pleasant to deal with. On Monday I was made aware that they were in fact less helpful than I initially thought. I received a call from customer support that for unknown reasons the TV was ordered from a branch that is closed during the COVID-19 time instead of the central warehouse that works. In effect, that means the delivery of the TV has been postponed by a week till Saturday and it can't be expedited. So now I have to wait almost two weeks in total. Today (Monday) the soundbar arrived. The delivery driver has promptly called me and just by the tone of voice I could hear he's not too happy nor friendly. Then he called me again as he could not find the building, his tone deteriorated further and he became slightly rude and agitated because of that. He was interrupting me when I tried to describe which building is mine. Couple minutes later he told me via intercom that he's leaving the soundbar in the lobby of the building because he cannot come inside. I replied that they are not allowed to come to the flats not the building as per John Lewis own description regarding the limitation of the service. As a reply, he gave me heated monologue that he had to go through 10 people to get there and it's a violation of health and safety. Found it amusing as I've seen him walking about without any face mask nor gloves. I did not enjoy being told to "Listen to me" and called "mate" by that person in a definitely derogatory tone.In my personal opinion, he could politely and calmly explain the situation and we could end on that. Instead, he decided to take it out on me, be rude and talk down in derogatory tone. I've never had a situation like that and I will not let this go. I request that action is taken against that driver and I'll be notified how this is being handled. To summarise, the order and the delivery was a complete catastrophe: - discount code mechanism that didn't work properly - the initial delay of the delivery due to human error - human errors when ordering the TV causing a second much bigger delay- extremely rude delivery driver I am disappointed in John Lewis, especially during times where home deliveries are the key business. I'm even more shocked that you are hiring delivery people that would be considered too bad for basic food delivery let alone for the John Lewis. All in all, lesson learned, next time I'm ordering from Amazon with 2 days (or even next day) delivery. Also if the TV is left in the lobby again, I'm cancelling the order altogether. PS. I'm attaching my order tracking numbers bot both deliveries for reference.”

Helpful Report

Posted 5 years ago

“So many items are out of stock on the website. Mainly electrical and technology.”

Helpful Report

Posted 5 years ago

“After service.. bits missing off my Bosch dishwasher. It took three months to get the bits, it was sitting in my kitchen unusable. John Lewis told me to fit it without the bits, had I done so it would have invalidated the gaurentee. I had to phone up Bosch and order the missing parts as John Lewis didn’t seem capable of getting it right. They just kept fobbing me off, it’s in the post mate, and the wrong bits would arrive. Then, after three months of messing me about wrote me an email saying it was my fault. Yeah, sure it was, I loved having a useless dishwasher sat in my kitchen for three months. Cut me off on the phone three times, I was polite and understanding. I wasn’t rude, they were , they didn’t bother phoning me back, I was told I’d hung up! No, I didn’t you cut me off, three times. I won’t be buying anything else off you.”

Helpful Report

Posted 5 years ago

“Terrible customer service. Would never buy anything from them again following waste of time where they refused to fix a broken 6 m old laptop and returned it to me in pieces. Looking through other online reviews they seem great unless something actually goes wrong with something you purchase, then God help you!”

Helpful Report

Posted 5 years ago

“Do not trust John Lewis. I ordered a £450 item to be delivered to a local waitrose store the next day at 4pm. On said day I got a text at 3.30pm to say my item is ‘delayed’ and would come later today or the next day. The following day I still heard nothing. Spoke with someone in a Live Chat, they said it’s on its way, I’ll hear from them after 1pm. It got to 3.30pm and I got fed up and rang them. After some digging the guy on the phone told me my item got damaged and I should’ve been contacted to ask if I wanted a replacement. I said I hadn’t been contacted and was led to believe it was delayed but on its way, I also said of course I’d like a replacement but I said to HIM that it’s now out of stock on their website. He offered me a refund which can take up to 5 working days and couldn’t tell me when they’d be back in stock (apparently ‘any time from 2 days before today!). I’m already £450 out of pocket and now if the item comes back in stock before my money comes back to me, I’ll be £900 out of pocket and still nothing from John Lewis! Do not trust them or their shoddy customer service or poor communication. Apparently no phone number for the complaints or grievances team either, so if I didn’t want to accept my refund I’d have to take it up with someone electronically - why after all this should I trust that anyone would actually respond or get back in touch with me? I shouldn’t - more like they’d just keep my £450 and I hope I forget about it when I don’t receive any correspondence from them!”

Helpful Report

Posted 5 years ago

“DO NOT BUY ANY APPLE PRODUCTS FROM JOHN LEWIS!! I purchased an Apple lap top from John Lewis in December for my daughters Christmas present. Three weeks ago it stopped working. I spent some time on the phone to John Lewis and they asked me to send a photo of the screen. I did this immediately. 5 days later I still hadn’t heard back from them so had to send a follow up email. They then responded saying that I had clearly broken it as there was a crack on the screen! I said that I hadn’t and asked how they could know this without even seeing the laptop. Again they didn’t respond until prompted and then just repeated what they said. We called Apple. They sent a UPS courier to collect the laptop immediately and they fixed it free of charge because they said it was faulty. We had it back within 3 days. I informed John Lewis of this and they STILL haven’t acknowledged. Dreadful service. And having spent over £1000 on a lap top, and them knowing my daughter was mid studying during lockdown with no computer, i think it goes beyond just a bad service. Non caring and will never shop here again.”

Helpful Report

Posted 5 years ago

“This was my last email to J/L Cust/services and having had been through the mill over three days getting this far, I had sent it as a complaint, but they turned it around and decided to make it a feedback and patronized me yet again. ============================================================================== So, do I now take it that as your people who put me through hell yesterday you will now invite me to take the Google Nest offer, and as an 80year old John Lewis customer I definitely do not deserve the treatment I got. Your people could have put this matter to bed yesterday but no, they just made a meal of it instead of explaining, also it was widely known on the internet and people who I know got the offer without being invited. This situation could have been avoided had your people been more knowledgeable and professional, but as your reply states I am irrelevant. Your company as everybody knows is suffering just like the rest of the High St, and you are turning away over £100 plus business for the sake off A £49 Nest, which looks like you are not going to get! I would suggest that you Look at the Text between your people and me, and Telephone call which was horrendous in all aspects, and do look forward to your reply. ============================================================================ Latest email from them! I would like to thank you for the time and effort invested in bringing your thoughts to John Lewis & Partners attention, as it is only with the continuous support and feedback from our customers, that we are able to continue to improve our business and the service we provide. Should you require any further assistance, please do not hesitate to contact me. Yours sincerely, Chloe Wright my John Lewis”

Helpful Report

Posted 5 years ago

“This was my last email to J/L Cust/services and having had been through the mill over three days getting this far, I had sent it as a complaint, but they turned it around and decided to make it a feedback and patronized me yet again. =================================================== So, do I now take it that as your people who put me through hell yesterday you will now invite me to take the Google Nest offer, and as an 80year old John Lewis customer I definitely do not deserve the treatment I got. Your people could have put this matter to bed yesterday but no, they just made a meal of it instead of explaining, also it was widely known on the internet and people who I know got the offer without being invited. This situation could have been avoided had your people been more knowledgeable and professional, but as your reply states I am irrelevant. Your company as everybody knows is suffering just like the rest of the High St, and you are turning away over £100 plus business for the sake off A £49 Nest, which looks like you are not going to get! I would suggest that you Look at the Text between your people and me, and Telephone call which was horrendous in all aspects, and do look forward to your reply. ============================================================================ Latest email from them! I would like to thank you for the time and effort invested in bringing your thoughts to John Lewis & Partners attention, as it is only with the continuous support and feedback from our customers, that we are able to continue to improve our business and the service we provide. Should you require any further assistance, please do not hesitate to contact me. Yours sincerely, Chloe Wright my John Lewis”

Helpful Report

Posted 5 years ago

“Dreadful customer service. I boughT a new HP inkjet printer from them which failed to work straight out of the box and well within the 30 day return window, I was directed to their website johnlewis.com, which after a spate of answering questions I pressed the button print a return address label only to be informed that my item couldn’t be returned. A phone number was supplied to call. I did so. After over 20 minutes waiting I got through. After explaining the situation I was put through to ‘Technical’ support. A 35 minute wait ensued after which I was answered and subjected to another interrogation. Having finally convinced tge person on the other end that tge printer was useless he agreed to replace it. After an interminable wait he tokd me they had no more in stock and so I asked for a refund. He wanted me to take the machine to the nearest Waitrose but .i told him that was not possible finally, he agreed to have it picked up from my home at the beginning of the following week. Satisfied, I put the phone down inly to receive an email requiring me to print a returns label and take tge parcel to the Post-Office. Another ohine call followed by a 35 minute wait finally resulted in my being answered by a lady with a brain who has (I hope) sorted the problem. I won’t be buying from John Lewis again. The apparently generous guarantee period is not worth the stress.”

Helpful Report

Posted 5 years ago

“Absolutely appalled with Customer Service. I have never experienced such bold audacity and uncaring attitude in my sixty years of purchasing goods. I ordered an item, paid, however, never received it. After numerous telephone calls I spoke to a customer service employee named Jake who was sarcastic and totally uninterested who eventuallysaid the item was broken and I could not have a refund until they receive the item which will take another week or longer. I have never received the item, so why do I need to wait possibly over a month for my money to be returned. As I am a pensioner, I am finding this situation and their so called customer service very stressful. Never will I purchase another item from this company again.”

Helpful Report

Posted 5 years ago

“In the dark ages and been living like Lords for too long. We have been duped by this Company for many years. They have their comeuppance at long last.”

Helpful Report

Posted 5 years ago

“I recently ordered a selection of items from John Lewis and a £35 sale jumper was missing from the package. After speaking to 4 different customer service members, and them reviewing their packaging process, they concluded that the missing item was in the package and the package was delivered to me in tact. They have closed the case with the outcome that I will not be offered a replacement or a refund. Having ordered thousands of pounds worth of items from John Lewis over the years, and having also worked for them for more than 3 years in the past, I am shocked that this is the service of care that customers can now expect.”

Helpful Report

Posted 5 years ago

“I was advised that delivery would occur 5-7pm. I watched out for the delivery between these times. It didn’t arrive. I looked at track my parcel and it said it has actually been delivered at 2pm - saying it had been posted through the letterbox - it was 6 cushions so I knew this couldn’t be the case. I looked on my CCTV and saw that the delivery man had left it outside my door at 2pm - so 3 hours ahead of the allocated delivery slot, followed by another man who walked off with it. I reported this to John Lewis - they said nothing to do with them. What terrible customer service - so I am £84 worse off and my only option is to buy them again - so a win win for John Lewis”

Helpful Report

Posted 5 years ago

“CASE-14146861 Ordered ipad pro 12.9 2020 and adaptor but when the parcel arrived i only found the adapter and ipad pro was missing. I complained to john lewis and they said we can't do anything, go and ask your card provider. This is so ridiculous and terrible service.”

Helpful Report

Posted 5 years ago

“John Lewis is a thieving company. They list a promotion on household goods - spend £500 or over and claim £100 back a month later if you are a John Lewis member. They do not tell you whether your order qualifies for the promotion at the time of buying, given the numerous exclusions listed in the fine print, and they do not automatically apply the promotion. John Lewis structure the promotion in this way in the hope that you will: 1) Forget a month later. 2) Buy their products, live with them for a month (through the return period) and not qualify for the only incentive to buy from them a month later. In both circumstances they get £500 of revenue on products that they are selling for a higher price than other retailers and have to give nothing in return. They are structuring these promotions in order to have the highest chance of cheating people.”

Helpful Report

Posted 5 years ago

“Customer service is non-existent. My tv developed a fault. I went on the JL website and decided to use the WhatsApp method for communicating. I sent my request for help. 4 1/4 hours later I had a reply. I thought that was pretty good considering the covid-19 problems. It was the only thing I thought was good about my experience. Emily asked me to prove who I was then what I'd done to troubleshoot. I referred her back to my initial message which listed everything I had already done. That was the last I heard from Emily. 2 days later I had Samuel, who asked me to do a test that Samsung hadn't asked me to do. I did the test and reported back that there was no change. That was the last I heard from Samuel. 2 days later I had Adam, who told me they wouldn't replace the tv, even though it was just 4 months old. He told me if I returned it to them, they would refuse to accept it. They needed to send an engineer to test it and see if was faulty. I agreed to this, but was then told it could be a couple of weeks at least until an engineer could get out. I emailed their chairman, Sharon and a few other directors to let them know of the very poor service I was receiving. I had a reply saying that she would investigate and get the team to contact me. Claire called me, but Claire was not very helpful. She kept telling me I didn't know what the law was, that she works in this field and she does. I have owned and run retail businesses for 33 years and my wife has a law degree. Claire then said I couldn't have a replacement tv as I had already agreed to a repair. I had not, I told her I hadn't. She told me I had. I told her to look up the phone call and listen to it. Claire changed the subject of conversation without an apology for calling me a liar. To top it all off, Claire then asked me why I was making such a fuss over such a cheap item. I told her it was my right and if she thought the item was so cheap, why was she making such a fuss over not replacing it. She changed the conversation again. We ended the conversation with me saying I'd go back to the chairman again to see if I could get my problem resolved. She told me that I could if I wanted, but she speaks for the chairman and any correspondence I have with Sharon would come directly to her. I'm waiting for Claire to reply to my email to the chairman. I've bought lots of tech from John Lewis. The reason being I thought they had a customer service second to non. Unfortunately, the first time I have needed it, I was both right and wrong. Their customer service is second to non, but it is utterly useless. I have never been treated like this by any other company.”

Helpful Report

Posted 5 years ago

“My son ordered me Easter Eggs as I was fairly fed up, not being able to see my family including Mother's Day or Easter. The eggs were dispatched in a box that wasn't marked as fragile and one was completely smashed, the other not great. I couldn't get through on the phone. JL are like M and S, you send someone a present and if they don't like it they take it into a shop for a gift receipt, in accordance with their website; that's why you use them. I don't want my son to know the presents were broken; I was in tears when they arrived, it was the final straw. JL won't let me return them for a gift card. They say my son has to contact them (they won't contact him). It took me two days to get a response from them. He is a key worker. Apart from not operating in accordance with the terms stated on their website, they have shown no empathy at all for a situation that has arisen entirely through their own negligence ( box not marked as fragile). I keep asking them whether they will offer me a credit note, their twitter feed says to ring, in the full knowledge that I won't get through. In their greed they have probably furloughed too many people - but they should amend their website if they aren't offering gift cards any more. Their customer service is dreadful and you get the impression that they are trying not to give refunds etc wherever they can, riding roughshod over their legal obligations. Poundshop at Harrods' prices.”

Helpful Report

Posted 5 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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