John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,437 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,437 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

“hOW LONG HAVE YOU GOT. I PURCHASED A BREADMAKER WHICH IS BROKEN.i rang john lewis in the first instance to report item. I was told to phone Panasonic the manufactor who in turn told me to ring workshopnwar which I did they wanted copy of receipt which I emailed . they sent me a download to read which I did then they wanted a receipt with the word breadmaker on I tried to send this lots of times it said addressee invalid after numerous emails phone calls etc on premium rates workshop have told me to go back to john lewis with who the warrenty was . I should have been told this by john lewis at first. I rang john lewis today 45 mins on phone again they told me it was there mistake but wanted me to drive 10 miles to take item back to nearest store 10 miles back and the same again when it was fixed. I asked out of courtesy could they collect and she said no. I will certainly not be buying from john lewis again . I have wasted nearly £200 plus phone calls time etc.”

Helpful Report

Posted 6 years ago

“I bought an expensive duvet cover and pillow case to match the bedroom wall colour from John Lewis. I always like to hang washing outside to dry if the weather is fine but within three months of weekly washing the predominant blue colour had turned to grey but the pillow case, being smaller and on the back of the line remained a beautiful blue colour. When I contacted customer service they were very unhelpful and refused to refund and insinuating that I had done something wrong and even suggesting I shouldnt have put it outside to dry.After several emails , I gave up and gave it to a charity shop and bought a new one from the Secret Linen store that I have dried outside all summer and its beautiful blue has remained exactly the same as when purchased. Oh, and it was considerably cheaper and a much better quality cotton. I vowed never to shop in John Lewis ever again .”

Helpful Report

Posted 6 years ago

“Rubbish!!!! Sent broken wardrobes and now wont collect until they have investigated with their suppliers. I now have 3 wardrobes stored in the hall of my bungalow and I am trying with reduced mobility due to disability to get round them to get to my bedroom and toilet. Very Very unhelpful service. John Lweis has definately gone downhill!!!”

Helpful Report

Posted 6 years ago

“So i get a online order. I had mac makeup which i need as I am a blogger and makeup artist, i have huge event at overseas and I call waited 30 mins to get through and only been told to send a picture 😐. Since when did we started to send broken makeup pictures ? Like don't you trust me It's really bad no wonder your going down”

Helpful Report

Posted 6 years ago

“I have an "Added Care" warranty for my washing machine. My machine broke on 3rd September. The engineer came out on 6th September but the part he brought was broken so could not be fitted. Due to a lack of staff (their words not mine) at the company which John Lewis use to carry out repairs the next two appointments on 19th September and 1st October were cancelled and the machine was finally fixed on 4th October - a month after I reported it broken. I had to use the launderette, a nearly 10 mile trip, for a month at a considerable cost. John Lewis Added Care team investigated, told me the time scale was overall unsatisfactory and "awarded " me £20 for each of two cancelled visits. I do not believe that the warranty provided is fit for purpose and am very disappointed in the complete lack of customer service provided by John Lewis.”

Helpful Report

Posted 6 years ago

“awful service. they do not answer the phone they cut off my connection saying i had gone over my credit limit when i had not”

Helpful Report

Posted 6 years ago

“Wrong item delivered. Arrived to collect outside of the agreed times. Wrong refund issued which involved chasing again. John Lewis has become a joke.”

Helpful Report

Posted 6 years ago

“Bought a laptop on line. It was faulty. I returned it to John Lewis store. 3 WEEKS LATER I AM STILL WAITING FOR REFUND. They have the laptop and my money. John Lewis have turned into a CON SHOP.”

Helpful Report

Posted 6 years ago

“I returned iPhone and was told that it had been opened and had personal data so could not be returned. I opened the box and powered it up. To test it I logged onto my iTunes account and decided that the phone wasn’t for me. After 10 days printed off the return label and sent it to John Lewis’s. I conducted a full factory reset to remove all data and return them to default settings. The factory reset that Apple GUARANTEES does not leave any personal data on the phone doesn’t work according to John Lewis and if you open the box and test a phone you cannot return them. I escalated to head of JL complaints and the CEO....... ignored emails, calls and they haven’t returned the phones. If you want appallingly service, no returns policy and no products to show for your cash I suggest throwing it down a drain...... at least you get the satisfaction that you can watch JL demise due to its own inwardly focused self belief that they are a good company....... They WERE excellent. The shear number of complaints supports why the share price is in the toilet and buy rating is toxic”

Helpful Report

Posted 6 years ago

“Paid for carpets in July 2018 finally fitted on the 12/10/18 and now they owe money back, haven't responded to 2 emails called Customer services gave me another number 0345 6080850 I've been trying to get through for 3 days hanging on for 15minutes plus each time, Phoned customer services again today, said sorry we cant help that dept is very busy and they will get to our claim from 1st November. Not good enough!! So we shall see how long this will take, this isn't a refund, this is money over quoted.”

Helpful Report

Posted 6 years ago

“Sent an order i cancelled. Have set up 5 collections for unwanted goods. Still waiting for it to be collected. Still waiting for refund. Customer services couldn’t be any less bothered.”

Helpful Report

Posted 7 years ago

“We have had four personal promises that we would be contacted by Customer Services over the failure to fulfil an order for curtains. No one has ever contacted us. What has happened to the legendary level of service once provided by this company. From hero to zero, it takes sustained poor levels of service to erode a 5 star rating to 1 star.”

Helpful Report

Posted 6 years ago

“The days of getting excited because you’ve ordered an item from John Lewis have long gone. The last experience was so dreadful, I couldn’t possibly order from them again. The rude staff to none existing after care on electrics. From ordering a washer that wasn’t the same as the one I paid for, to parts missing, trying to get it sorted, took nearly 3 week. I final spoke to someone who has arranged for the washer to be collected. Looking at the other reviews I’m not home and dry yet! I have got to wait for refund, by the looks of it that could take another 3weeks of battles. Give me strength!!”

Helpful Report

Posted 6 years ago

“I am livid after receiving an email from John Lewis Returns accusing me of returning ‘dirty’ clothing to their returns department. One of the items in question wasn’t even removed from its packaging. The other was tried on for a matter of seconds and then returned neatly back into its packaging as I found it. They claim they are sending the items back to me. I have absolutely no way of proving that these items were returned in the same condition in which they arrived. I will honestly never shop with John Lewis after this. Beware when ordering online and returning, I now wish I had taken photos of the items before returning as I cannot prove otherwise now.”

Helpful Report

Posted 6 years ago

“I purchased a KitchenAid Mixer in the 2018 summer sales from John Lewis because i wanted to deal with a trusted and fair household name, the first mixer I received was substandard so I returned it and asked for a replacement - after receiving three substandard mixers I spoke to their Customer Service and their Head Office they both asked for an additional £200 for the same item because the sale was over or I could have a refund or I could choose one of four different colours none of them close to the Apple Candy I had ordered in the first place. They refused to honour their end of the deal to supply me with the Mixer I ordered in the first place. The person I spoke to in their Head Office was furious with me when I reminded him they were breaching our contract under the Consumer Rights Act 2015 under which I was entitled to be made whole. I am shocked and disappointed with the service I received from John Lewis and I will never purchase another item from them. I took the refund and purchased the mixer I wanted from eCookshop and I am extremely happy with the service I received from them.”

Helpful Report

Posted 6 years ago

“My experience with John Lewis was shockingly bad from a brand which historically was a byword for quality and good customer service (case ref. 09744226). I waited three months for bespoke curtains, the order was then botched and I cancelled it and am currently trying to get a full refund and compensation. I was given various different excuses for the delays and, frankly, lied to about the status of the order, and I only got any kind of update by phoning and emailing numerous times for several weeks. In total, I estimate that I have spent at least 24 hours taking time off work to be there for the measurer, waiting in for the fitter and on an endless series of frustrating calls, waiting on hold for 20 minutes each time and being shunted between the central hub and store. This was on top of a whole host of other problems such as ordering the fabric sample six times and never receiving it, the fitter being extremely late when I had taken time off work to meet him, and having to phone in to confirm appointments which I was then told were not on the system despite the fact that they then occurred. When John Lewis finally arrived to fit the curtains it transpired that the 'professional' measurer had failed to include the correct brackets or any curtain rings in the order. It beggars belief! I spent 35 minutes on hold to the store before I got through to someone and told them to find the parts and put them in a van to get them to me that day or to give me a full refund. You would think they would go out of their way at this point but no, I was called two days later by someone saying they were trying to contact the fitter to get the exact parts that needed ordering! Clearly, 'get me the parts today or cancel the order and refund me' was too difficult for John Lewis to understand. I have been refunded my deposit but not yet the payments I have made to date on the interest free credit scheme. It only happened when I found the CEO's email address online and copied her in my email to customer service. I now have to start all over again with only two months to go to Christmas when I have family staying in a curtainless room, and I want compensation. It is not right that John Lewis can absorb so much of its customers' time, waste holiday hours with appointments that lead to nothing, and cause a lot of stress, without providing something meaningful in compensation. Gift vouchers for a company that you NEVER want to shop in again are not worth anything!”

Helpful Report

Posted 6 years ago

“I ordered some kids jumpers to be picked up the next working day from Waitrose. I went to Pick them up quite a few times but Waitrose has no record of the items in the system. I called John Lewis many times to find out there has been a problem and the items have not been picked. I have paid for the items but they can’t refund me.. I’ve called many times to try and resolve this and every time they give me a later date at which someone might contact me. No one has ever got back to me. They have taken my money and are unable to provide the goods. If I took the good but didn’t pay the money I’m sure they would have something to say about it.. but the other way around seems to be fine for John Lewis and partners. So frustrating!!!!!”

Helpful Report

Posted 6 years ago

“I ordered gas hob last month via Johnlewis .com. After installed it to my kitchen with using my gas engineer, I realized, unfortunately, the gas hob was a faulty product (the safety device did not work, and could not keep a fire on). So I contacted the John Lewis customer service via Email, but never received any replies, and called to the customer service but the phone system was not working properly (end up my line was cut off at the final option several times), and I sent some emails to some different departments. Finally, I received a reply and spoke with one of the Technical support team. He advised because the hob was already installed I cannot simply return the item (that fair enough) and get a refund. To get a refund, the engineer of the manufacturer needs to visit and check the product. Some days later, the engineer checked and confirmed the product has a problem. After this confirmation, I need to send several email and phone calls, as John Lewis had not proceeded the returning process. So again after several emails and phone calls, finally the item was picked up and return to John Lewis. But I had not heard any confirmation receipt or instruction for the refund. And Finally yesterday, I have received the refund for the product, after sending many emails. As I understand, sometimes we get a faulty product as unlucky, but it must be compensated by the seller, with a smooth process, as the buyer get frustrating. I spent many hours to communicate with customers service and technical support department, but they are very poor responses. Very bad experience. And I checked the review on several website, and there are many people had similar experiences from John Lewis.”

Helpful Report

Posted 6 years ago

“Ordered a Nespresso coffee machine, the pods that came with it were 5 months out of date. I called customer services because I would have liked some pods that I felt comfortable to use. After being passed from department to department because it wasn't something that they dealt with I ended up with a very rude foreign lady that I had trouble to understand . I was told it was only coffee and to use it? Why does it have a best before date if it's only coffee. I won't be buying from them again.”

Helpful Report

Posted 6 years ago

“Sofa woes. Will not confirm whether they will honour my warranty after 8 weeks of ownership and rotationally state they want to refund me when all I want are sofas that are not faulty. Refuse to give me a copy of manufacturong condition report that they conducted which states that my sofas are faulty. Generally snooty and unwilling to help. John Lewis made all the pleasant and experienced staff redundant and employed rottweiler, unsympathetic and inexperienced staff whilst moving operational activity to call centres. (manage away centres). Unacceptable experience particularly would like to mention Angela for her commitment to being abrasive, unhelpful and patronising whilst always maintaining her air of arrogance mixed with terse and unfriendly language. A special mention should be made for Lynne Cumminsky for her continued effort in avoiding direct questions by answering her own question, for maintaining her air of aggressive authority and matter of fact attitude all mixed with uncompromising lack of service to customer's. A final mention to Paula Nickolds for driving the perfomance of JL into the ground and acheiving a trustpilot score of 1. When it comes to Customer Service you can just ignore your customers by setting up a department to manage away everything so you can stonewall them. Not to worry with current perfomance you could be in for a big payoff to disappear without a fight. So get your bank account ready while John Lewis continue to haemorrhage customer's at a rapid rate.”

Helpful Report

Posted 6 years ago

John Lewis is rated 2.7 based on 2,437 reviews