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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Went into the John Lewis store in Edinburgh last week and bought an INTEGRATED washing machine. I paid for it to be installed at my home. To my surprise, the gentleman who delivered it refused to install it saying he wasn't qualified to install integrated washing machines, this made to sense to me why they would send someone who couldn't install integrated washing machines when I specifically bought an integrated one. I made it clear to (Dan) the man who sold it to me that I wanted it installed and I even paid for the old washing machine to be taken away also. After the delivery man left I called John Lewis and told them what had happened, they promised me to have someone come out to me tomorrow morning to install the washing machine. I had someone wait at home all morning and afternoon as I was in work (with clothes that aren't washed) thanks to John lewis, and I get a call from them telling me that the earliest they can send someone out is next week... NEXT WEEK!! I already explained I have a family at home with kids who needs their clothes washed for school and usually we put a wash on at least once/twice a day and I have no idea how John Lewis expect me to wait another week before being able to wash clothes for my family! I think this is terrible service and I will never be shopping there again, I would recommend taking your money elsewhere maybe curries or a local retailer. I have been a loyal customer with John lewis for the last 10 yet the one time I need them they let me down. We certainly wont be back.”

Helpful Report

Posted 9 years ago

“I visited the store today and slipped over an the wet floor. I fell in bleach and all my new Primark jeans turned white. I AM VERY ANGRY RIGHT NOW !!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

“Ordered a Darton bed for use in cottage rental. Side split within weeks and see other customer has same issue in reviews. Organised bed swap and JL emails says TWO replacements and will reassemble. Told online team no wrong only ONE bed please. Well today the delivery team dumped off TWO beds and failed to uplift the cracked frame bed despite being told by housekeeper clearly some mistake. Have spent nearly four hrs being passed pillar to post. Then get an email saying they'll be in touch in TWO days to deliver ANOTHER bed. So FOUR beds in one room....??? Then they have the nerve to say they can't uplift til the 23rd and can't do assembly. Then after another half hr it moves to the 20th. Oh and when I said no room for them your incompetence get them off my property as no room by end of the week or they are going to the tip they say that if I do that they may well charge me for all the beds!? So he upshot is I have incurred 50 quid doing triage on the broken bed so cottage guests can sleep in it, 30 quid for the housekeeper to wait in today for wild goose chase and am then going to have another 30 for the redelivery and 40 quid to reassemble the new bed on top of having paid to have the broken one assembled. And will no doubt incur costs moving the two beds for storage. I wish I'd spent that 150 quid plus upgrading to a Feather and Black Pimlico - it is a great bed made I think via Ercol and F and B were marvellous delivering two heavy mattresses to Cornwall without a hitch. Come on John Lewis this product and customer service are a joke. Think the moral is if you live in Cornwall shop local or go via a company who can provide a proper service outside the M25....”

Helpful Report

Posted 9 years ago

“They take payment then alter the delivery date by weeks or no longer stock it! Ordered a usb turntable on 4Th Dec for delivery on 27thDec for present on 29 th, email to say guarantee started on 27th Dec, Five days later email to tell me 5 week delivery then with out boring every body the same story and excuses as about 50/60% of ALL the posts about J/L . Over the past 5 years I have spent many thousands of pounds with them , but they are getting like many of the utility companies, take your money and tough luck if it doesn't work out, it would appear that J/L do not check feedback or if they do they treat it I with the same contemptible way they treat their customers. As for Alan at tell.us johnlewis.com perhaps you should be on the end of a phone instead of a keyboard, John Lewis you should be ashamed of your actions and attitude to your customers. Remember " don't kick too many people on the way up, because you WILL pass them on the way down.”

Helpful Report

Posted 9 years ago

“I wish I had read these reviews before purchasing a Baxter leather corner sofa for £4400 .... The sofa was delivered 12 days late , I had no contact from John Lewis regarding the delivery , I had to chase this up myself , when the sofa arrived , the holes for mounting the feet didn't match up with the sofa screw threads (the delivery driver said I could refuse to accept it , I wished I'd listened to him) we took the sofa , the delivery guy took photo's and submitted a faulty goods report . After mulling it over with my partner (overnight) I decided to ask for it to be uplifted and a full refund given , as per the JL website and procedure for online purchases .... the lack of communication , the delaying tactics by JL and the complete lack of customer care , plus a great reluctance to uplift & refund , has left me in no doubts DO NOT BUY FROM JOHN LEWIS , my case is ongoing , I am at the stage of starting proceedings against JL ..... Everyone out there , do not buy from John Lewis ..... heed my warning ....”

Helpful Report

Posted 9 years ago

“I had place 2 ordered on Christmas day . one order came and other one didn't and other one had perfume for my teenager children after 3 days i received a email you had a problem with your pay pell account i checked with my pay pell people they said that had no problem to pay i tried to speak to customer service and received no useful feedback. very unhappy with the situation and bad customer service, i explained to them my situation and the issue was regarding John Lewis running out of stock and the blame was completely put on me regarding it being issues from my side. I made multiple orders and everything else went through okay but this was the only order from which my items were not received.”

Helpful Report

Posted 9 years ago

“Over the last couple of years we have ordered three items from John Lewis and every single experience has been a terrible. The first, an important anniversary present, arrived five days late and missed the date; the second was a damaged, previously customer returned item with missing parts that John Lewis sold as new; and the third was delivered incorrectly twice (John Lewis's fault, not the delivery company). The latter two items were fully refunded but only after numerous phone calls, annoyance and hassle. We will NEVER use John Lewis again, neither in store nor online, and until they can uphold the customer service they "claim" to offer (which is of course successfully offered by 1,000's of alternative retailers) we strongly suggest you don't either!!”

Helpful Report

Posted 9 years ago

“They should not state delivery 5 days if they cannot commit. I have placed an order 3 days before Xmas and have not received it until now. When I emailed, response was auto reply promising to respond. I have regretted ordering it and all my items were not on sale and it was not cheap. Had I known their service were terrible, I wouldn't have ordered from them!”

Helpful Report

Posted 9 years ago

“Purchased iPad pro nov15 first charge shut down took it back twice contacted superb apple support not resolved train journey to Cambridge Apple shop wiped it reloaded done in 15 mins Apple KNOW their products at home tried to set up e mail Apple support could not complete this decided after 5 weeks to return to JL - JL could not carry out swipe and reload why the hell not! Moral of story do not be taken in by flashy guarantees Apple acknowledged the pro has a problem JL do not - buy direct from Apple After more than 50 years I have cancelled my JL account, need I say more?”

Helpful Report

Posted 10 years ago

“I order 2 itemonline from JL on 18th December 2015 - I got a confirmation for the order then waited for a confirmation of delivery but none came so I called them and I was told one of the item was out of stock and it was cancelled - but any way they took the money from my bank account and gess what they double the money for one of the item. When I called they I was told don't worry it will be refunded with in 5 working days that means I am out of pocked durning the Christmas. what a services ?? I have been ording from a long time I didn't expect this from JL”

Helpful Report

Posted 10 years ago

“On the 18th of December I placed an order for a dishwasher to be delivered on the 22nd of December using the offer of free express delivery. I later noticed that other companies such as AO and Currys were offering this for free, but in any case I liked the product and the price. Whilst progressing with the order I saw that I could not book pick-up of the old item with express delivery. So, I had to book the pick up of the old item separately on the phone for a different day. I was given a different order number for that and I was told I would be contacted for confirmation and payment. The day after I received a text message with a confirmation for the delivery. On Monday late afternoon (5pm) John Lewis sent me an e-mail. I saw this in the evening. The e-mail simply said that my order had been cancelled. No further explanation. Obviously I needed this item urgently. So I called John Lewis and after a bit of confusion they were able to tell me that it had taken them 4 days (two full working days) to realize that there was no stock of the item! This is already bad, but to send an e-mail without an explanation and an apology and also suggestions on what to do, it is appalling. In fact, the customer service should have called me an discuss what alternative they could offer. Anyway, whilst on the phone, I decided to order another dishwasher with delivery the 24th. On Tuesday morning (today) I phoned them asking to check their warehouse and confirm that there were no problems. I was told that they had to check with Indesit and they had to come back to me. I received no call from John Lewis. Likely, Indesit called confirming the delivery. I then realized that nobody had called me to confirm the pick up of the old item. I called again and after a long searching on their system I was told that the order for the pick up had not been set up correctly. So, we had to do all this again and finally I had also a confirmation for the pick up. I sent an e-mail saying how bad all this is, but customer service simply sent a few words of apology saying that these things can happen in busy period. It can happen to them, not to well organized companies. And even when it happens, a customer expect a support team to have the courtesy to call them and offer alternatives! Do not buy from John Lewis for a home delivery. If something goes wrong, the customer support and after sale service simply does not exist. In addition to that: They charge for a two days delivery. Most companies would do this free of charge. When booking the express delivery they are unable to combine this with a pick up of the old item: this is unheard of. If the delivery is done by them, they will not give you a morning or afternoon slot, but a whole day delivery. They do not send a text before hand as many companies do. Again, I would strongly advise not to use John Lewis for any home delivery. For electrical goods, AO is far more reliable, and I believe Currys is also better. Where does the reputation come from?!”

Helpful Report

Posted 10 years ago

“To cut a long story short (4 weeks, 2 hrs of phone calls, 2 emails and a 40 mile round trip to store ...... So far) John Lewis seem to have lost my order, which I placed online and paid using a gift card. They are claiming they have no record of it and refuse to reissue the gift card, which we subsequently threw away. I now have no gift card and no product, which has also gone up in price since I originally placed the order. Despite providing specific details of times, dates, item, price,etc, JL customer service tell me it's an unfortunate issue but cannot reissue the gift card despite me providing proof that I owned It, which they also acknowledged. They now have my money, which they acknowledge but refuse to credit back and will not send the product, which is surly illegal? It is evident that JL is a good store until something happens that requires customer service involvement. I thought this was at the heart of their organisation but I have been proven wrong.”

Helpful Report

Posted 10 years ago

“I ordered a pair of curtains on line from John Lewis. When they arrived there was only one curtain, not a pair. Who would order one curtain?? I contacted customer service was cut off twice. On the 3rd attempt was told my item would be reordered, cut off again, Then on the 4th attempt explained it all again only to be told they don't have them in stock and they would collect the one curtain then when this is back with them would refund me within 14 days. Really, you made the error and I have to pay and wait. Really truly awful attitude when I challenged them, they really don't care. Never knowingly undersold, rubbish just play dumb and that can stand true as your motto. I would never use John Lewis again, you would also be wise to avoid them.”

Helpful Report

Posted 10 years ago

“I have been totally messed about my order of Lumia 950 xl i phoned to see the item to be in stock online they said yes we have thousand in which was lie eg zero then i checked the delivery date they said received it 14 day another lie ordered it on 11/12/2016 should be receiving it on christmas day no chance then after several emails and phone calls get told by the only one helpful staff that looked in to my inquiry properley to be told will get it on the 18th January 2016 never order online at John Lewis now cancelled waiting to get money back eg three working days hope i get paid back”

Helpful Report

Posted 10 years ago

“I bought a ps4 with Fifa 16 online at johnlewis on Black Friday. which returned the item straight away because I bought 2different ps4 deal. I return within 10 minutes of receiving the item. It's bee 2weeks now still got no refund. I phoned 4 time to make complain and wanted speck to manager but did no call back until I raise this issue over online form. Until no refund, very poor return service to the store. My advice for everyone to avoid. I bought product from johnlewis because my believe of all receive a very good customer service which is totally wrong I will never ever think of buying and informed them again and avoid all this stress rather pay extra money and buy from somewhere else and avoid all this hassle.”

Helpful Report

Posted 10 years ago

“You order something and wait for it to come and wait and wait Then you ring to find out what has happened to it and when you call them you are maid to wait and wait and wait Then you get through and they can't find your order and you wait and wait and wait Then they find the order and then they try to find out what has happened and you wait and wait and wait Then they ring the carrier and you wait and wait and wait Then they say they cannot ring you back as they are not allowed to make outside calls!!!., So they say they are also too busy to get anyone to ring you back but if you are persistent they say ok they will get someone to call you but they don't know when but it could be up to 24 hours; so you wait and wait and wait. Oh and did I tell you that they cannot give you a refund until they find what they have lost but they are too busy to look for it!?!? The Worlds worst company??”

Helpful Report

Posted 10 years ago

“AVOID THEM!! Delivered me a new oven which was damaged. They collected it over 2 weeks ago and in spite of numerous 'phone calls I still don't have my £549 refund. They are bouncing internal messages around within departments by electronic message but no-one will pick up a 'phone and SORT IT!!!”

Helpful Report

Posted 10 years ago

“John lewis is just the worse shop I have ever experience, very dodgy ,You may as well buy from yhe back of a van. They try to class their product has premium yet they sort from cheep eastern europe. I bought a fridge freezer with an extended warrenty and unfortunately after three days it stop working, yes i understand that this things happen. To replace the fualty fridge they wanted to take three weeks, so when i ask for my refund they only refunded the price of the fridge yet they took the money together when buying.Then they gave me another number for me to chess the refund for the warrenty and even that at the end i had to wait another two weeks a cheque. And now the tv which i bought from them two years ago prior to this has developed fault. I called them and gave them the order number which holds the info for the tv yet they still sent the wrong model number to some dodgy engneer who so careless with tv. I just hope no damage. After all this....I WILL NEVER BUY ANYTHING FROM JOHN LEWIS, NEVER!!!!”

Helpful Report

Posted 10 years ago

“Fooled me into buying a kettle and toaster deal on Black Friday, only to cancel half the order without consultation the next day and tell me I've got to buy it again at full price - when all the rival offers had finished too. Customer Services have ignored my emails, just wish I'd read these online surveys about their appalling online service first, could have had the same deal at Currys.”

Helpful Report

Posted 10 years ago

“Poor customer service ,I placed an order then cancelled it in the same day ,didn't get my money back was told item had been delivered ,it hadn't, was then told it was in transit and refund would be given when I sent item back ,it is an utter joke ,no one has contacted me at all I have made all the calls , have now been told it's being investigated and I will be bumped to the top of the queue ,what the hell great customer satisfaction ,I will definitely NOT shop with them again”

Helpful Report

Posted 10 years ago

John Lewis is rated 2.7 based on 2,450 reviews