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.

Visit Website

Write Your review

Tell us how John Lewis made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered some computer accessories today 20 Mar 2019. TOTAL VALUE APPROX £300.00 Received confirmation that order being processed. Then at 18.07 I received E Mail advising my order had been cancelled. Called the Chester branch to find out why. Very negative response - could only tell me that it was a "security Check Problem" Unable to help me beyond that. The funds have been taken from my bank account - so it's not that. I don't have a criminal record ////// Lived at my present address for the past 14 years. But still unable to find out why they have cancelled my order. It's like being charged with a crime - being found guilty - but no one will tell you what you've done. Have bought numerous items over the years from J L but that's the last time they will get any more business from me. If anyone at J L is interested ( Which I doubt ) my order number was 214375655 Read the Daily Mail in the next few day - I have sent them a copy of this E Mail. Name and address withheld:”

Helpful Report

Posted 6 years ago

“I have a £50 John Lewis gift card, have had since January 2019. So imagine my surprise when, come March, I checked the balance and was told it zero. Assuming some mistake or card activation error, I emailed John Lewis. I didn’t receive a reply so emailed again, and then again. Eventually someone called me and followed up with an email - the card was used in the Bluewater store on the 5th March. The JL employee compared my card number with that swiped during purchase. It was “definitely” mine. Nothing more could be done, I should call the police if I felt there had been some sort of fraudulent activity (because clearly they aren’t busy enough!). I live in North London, I haven’t been to Bluewater in about 10 years. So how could my gift card, which has been sitting in my fruit bowl at home all this time (I live alone, no one could have swiped it, used and put it back) have been used in a store? It’s just not physically possible! Has anyone else had this issue? Is there a problem with JL gift cards? If there is some sort of card issue, or possibility of using the same number as another card, I would like to know. I certainly wouldn’t be purchasing and or giving John Lewis gift cards as presents if I knew this. #confusedandquitedisgruntled”

Helpful Report

Posted 6 years ago

“Nightmare ordering carpets. Terrible customer service. 6 weeks with no contact. Offered me to choose a carpet of my choice and they would price match to a cheaper one and then decided they made a mistake offering that. Spent 8hrs on the phone with them and no movement. Terrible people”

Helpful Report

Posted 6 years ago

“Booking experience was good - easy to choose what you want done and the date, and also easy to change if needed. Guy (Tom) turned up - said as it was more work than he had time for, he needed to update the quote and could not do the work now. Was a small leak at the valve as I had explained in the booking, and his explanation was 99% of the time I just have to tighten the nut, anything more needs more time. He left, updated the estimate and I went on line and accepted that. immediately. No information as to what to do next as plumber had left, radiator still leaking and no way to rebook. Called JL Solutions. Told they would connect me to the plumber direct and I could sort it out with him. I asked to cancel as no value in paying JL to manage it, then being told to manage it myself. They said as the engineer had started the work I had to pay anyway, even if he didn't come back to fix the leak. He had not started the work and was in the house less than 5 minutes but the guy on the phone wasn't interested. Not what I expect from JL and will not be using them again.”

Helpful Report

Posted 6 years ago

“Never shopping at john Lewis again, three faulty dinning table s. Numerous cancelled deliveries, all apologies and no action. They expect you to waste your time waiting for them then cancel, apparently even after three damaged tables over four months your not a priority.”

Helpful Report

Posted 6 years ago

“FOR THE ATTENTION OF CHARLIE MAYFIELD AND PAULA NICKOLDS - Please go to Trust Pilot to see my review, questions and comments, just posted 5pm 12th March 2019. Judith Underwood”

Helpful Report

Posted 6 years ago

“John Lewis staff are bunch of crooks, lie on record, are unable to keep customer equipment/data from being stolen from their premises. Avoid like plague, shop else where”

Helpful Report

Posted 6 years ago

“Just been served by 'Michael' in ladies dept Trafford Centre. What a star...he referred to the latest'colour palette ' of the Kin brand I was buying, and was just so courteous and helpful. He clearly knew the stock...brilliant. Keep an eye on him, he deserves to do well.”

Helpful Report

Posted 6 years ago

“Great customer service”

Helpful Report

Posted 6 years ago

“Everything! JL has given me some of the worst customer service I've ever experienced. Very sad days. :(”

Helpful Report

Posted 6 years ago

“Have been a John Lewis customer for nearly 60 years and always delighted with the service we receive. Yesterday, visited Ipswich branch and needed help re a DVD player. The Partner (P.J.) was brilliant....patient, extremely well informed and no way trying to encourage us to buy the most expensive one on offer. We had a successful purchase and came away, yet again, so pleased to be able to shop at our favourite store once again.”

Helpful Report

Posted 6 years ago

“Absolutely horrible experience with the service and customer support. I gave my airpods for repair and two weeks later they called me to ask for a proof of purchase and when I said I didn’t have it (“surprisingly” I don’t keep the receipts for 18 months) they refused to repair them even though they could see on the system that I bought them from John Lewis. Not only they didn’t do the job, they wasted my time (2 hours on the phone with customer support to understand the situation and get my broken airpods back + two weeks of silence before they told me that they wouldn’t do the repair). I am definitely not going to shop at John Lewis ever again.”

Helpful Report

Posted 6 years ago

“We wanted to buy Bosch Washing Machine WAN28201GB for £429 using some of the Love to shop gift card which I checked by phoning on 28th Feb 2019 was told as accptable as part payment. When we went to the Leicester store on 5th March 2019, were told by the Apliance Dept Sales who checked with the manager as Love to shop gift cards were not accpted. Waste of journey for us into town...”

Helpful Report

Posted 6 years ago

“Ordered a range cooker and wanted installation & disposal service, so had to order by phone. The advisor completed the order incorrectly without adding the installation & disposal service despite making it clear to her, she said we would be contacted after we had paid regarding this. Of course we were not, and on phoning again to query it we were told the order had been processed incorrectly and the original order then had to be cancelled and another one placed correctly. This was done competently the second time, and the item was delivered and installed within 10 days, but why oh why can’t John Lewis get it right first time? This often happens when you have to call their customer order or support lines - their telephone staff just don’t seem to be trained properly.”

Helpful Report

Posted 6 years ago

“ordered and paid for a cooker.. waited 4 weeks for delivery... called to see when it would be coming as I had got rid if mine... only to then be told it's cancelled and refunded!! after loads if talking on phone and emails I am still without a cooker.. no offers of another cooker... no explanation as why no one thought they should call and let me know it wasn't coming in my 4 weeks wait!! NOTHING... I thought John Lewis was a trusted shop/seller... not anymore.. and I hope this puts at least 1 other person off using them... bad customer service.. Sean Nicholson”

Helpful Report

Posted 6 years ago

“Gift cards- Never buy these from John Lewis. We received some for our wedding, my wife misplaced some only to find them 2 years on, John Lewis does not honor its own gift cards after 2 years despite the fact they received payment and banked the money, quote "When a Gift Card expires, it is mainly to prevent the liability should the Gift Card be lost or irredeemable. While not all retailers do abide by this reasoning, we do, and while this is part of our Terms & Conditions, we must abide by this in order to maintain equal practices and to reduce losses incurred by these unused Gift Cards." What the liability is to them when they have in effect taken money and provided nothing remains to be seen. This is a tactic used only by John Lewis and its sole purpose seems to be to disadvantage the consumer. Send cash, at least everyone honors that. Apart from losing a customer this has been sent to trading standards as an unfair practice complaint.”

Helpful Report

Posted 6 years ago

“Excellent click and collect. I ordered an iPad in the afternoon and it was ready to collect from Waitrose the following morning at no extra cost. Plus the iPad had 3 years warranty at no extra cost.”

Helpful Report

Posted 6 years ago

“I saw Judy in the Sports dept and she was very helpful, please give her a BIG THANK YOU. YOU JOHN LEWIS CUSTOMER SERVICES SHOULD TAKE A LEAF OUT OF HER BOOK AND REPLY TO ME ABOUT MY COMPLAINT SENT TO YOU SEVERAL TIMES OVER SEVERAL EMAILS AND NEVER REPLIED TO ABOUT YOUR VOUCHERS FOR YOUR CAFES”

Helpful Report

Posted 6 years ago

“I cannot tell you at the appalling incident I suffered with John Lewis. I am still agog about it. I ordered a hob at the end of Dec- it took 3 attempts to deliver it because of errors with our flat number which we rectified on the first failed attempt but which continued to occur on the subsequent occasions. Finally the hob was delivered but there was no installation included even thought we paid for it, so i was on the phone to customer service trying to organise. That also failed 2ce, and each time i was home from work waiting for the delivery. This was insane, I called JL up to ensure that every single mention of our address had the correct flat number - so much of my time had been wasted. Finally today (28th Feb) the third attempt was made - the installer came but couldnt install the hobb due to our kitchen not meeting jl guidelines. something NO ONE made us aware of. The result was the hob remained uninstalled and yet again i was on the phone to customer service - a lovely chap offered appropriate compensation and sympathy. Later that evening someone called from "customer resolutions" what the link is between them and customer services is unknown to me. but this person, was rude, obnoxious, patronising, wound both me and my partner up. She refused to acknowledge my call with customer service earlier that day and basically said that nothing that was discussed would be executed on. I was livid i still am. She basically said that the most we would get is £50. She handled the call with a total lack of professionalism and arrogance. And im horrified and will never, ever, ever shop there. EVER AGAIN”

Helpful Report

Posted 6 years ago

“If I could give a minus value for John Lewis I would, because one star is way too high. We arranged for an estimator to call after viewing carpets in John Lewis at Blue Water (Great staff, good advice and very helpful). The estimator called as arranged and took all the details and said we would be contacted once we had agreed the estimate and we could pay the balance. This is when we began to lose the will to live, we had to contact the Didsbury call centre, who handle carpet installations but nobody answers the phone at Didsbury. In desperation after spending hours trying to get through we went to John Lewis at High Wycombe to pay in store, (We had been told that this was possible but it isn't, their systems don't allow it). The store staff called Didsbury and we paid them over the phone, we were then told that we would be contacted to arrange a fitting date, nobody contacted us and we spent more time trying to contact Didsbury to make a date. When we did get through we were given a date and the scheduling person explained the arrangements re. the carpets being fitted especially the edging for the stair carpet and then we thought all our problems were over but no, the fitter called to say that he couldn't fit the stair carpet because he didn't have the measurements but I said "the estimator took all the details", oh yes he said I can fit the other carpets but because the stair carpet wants edging I have to measure the stair carpet. My question was, what measurements can the fitter take that the estimator couldn't. It was now going to take another 2-3 weeks for the stair carpet to be edged and fitted. After trying to contact Didsbury again I finally managed to speak to a young man to find out why I had been told one thing by them and now another by the fitter, I was told a manager would contact me, guess what nobody called. In desperation I called John Lewis customer services (they answer the phone) and vented my frustration (Sorry to the young man who answered, it's not your fault) and told him that I would never buy another carpet from John Lewis again and I would make it my lifes work to inform others that as far as carpets are concerned John Lewis store store staff at High Wycombe and Blue Water are great but after them the Didsbury call centre staff and managers are abysmal. On one occasion I was transferred from John Lewis Customer Service to the carpet dept Reading only for the phone to ring and then hang up. Take my advice buy carpets anywhere but John Lewis, you will be left suicidal and with the money you save on phone calls buying elsewhere, you could take a foreign holiday for a family of four.”

Helpful Report

Posted 6 years ago

John Lewis is rated 2.7 based on 2,450 reviews