John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,445 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,445 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

“5 year guarantee only guarantees they wont do anything! once john lewis stood for great service now its a shameful shambles. After just 2 years my £900 TV started having intermittent black screens when watching TV. I first contacted sky who replaced my box, but that didnt help. They then advised i contact LG as there is a known fault. i did this and they confirmed it was known and sent an update. that also failed to fix the issue. This is when i contacted JL who sent an engineer who also confirmed this was a known fault. The ussue is with the silicone used on this specific model. JL has done everything they can to get out of responsibility, including blaming apps on the TV. Even though the sky box has been replaced, and the reason for the issue is known to be with the TV, JL is still insisting I get a full diagnostic report from Sky on the box. Then they only said it "may strengthen my case". I keep getting different information and palming off. It comes to somthing when Currys look like saints in comparison to John Lewis!”

Helpful Report

Posted 7 years ago

“I wonder if its your policy to send out damaged furniture and offer 20% off on the door step, because this has happened twice now. Is this how you offload your damaged stock? I get that things get damaged. I get that things go wrong. You're a large organisation, you must deal with a lot of deliveries. But to have a bookcase delivered damaged but repairable and accept 20% off does not mean my next order will be accepted after someone's taken a hammer to it. The box was clearly damaged so why load it on your van? And then to call and say do I want a refund or to reorder - no acknowledgement of the time I've taken off to receive my delivery or the furniture I rearranged to make it easy for you, no explanation, no guarantee if I reordered it would be delivered intact and a further 5 weeks to wait. It's direct from your supplier so that clearly means you take no responsibility. You're just the middle man. I wonder if this was delivered to store for a display item damaged you'd just stick it on display anyway. I suspect not. Seriously not what you expect from John Lewis.”

Helpful Report

Posted 7 years ago

“Customer serive”

Helpful Report

Posted 7 years ago

“We have bought a couple of high ticket items from JL now. In both cases when they broke/weren't up to standard the customer service was extremely poor. The most recent item was carpet which after about a year has loads of piling despite it being labelled extra heavy wear. It takes about 15 min to get through to the customer service then they don't know what the last person has done so you have to explain/wait all over again. Despite it being an open complaint they have never once contacted me and so I am having to do all the work. They also haven't taken responsibility in either case, saying essentially that they're the middle man, when the whole reason people go to JL is that they expect higher quality items and to avoid this sort of nonsense. I wouldn't shop there for anything expensive again as there is neither customer care nor quality in terms of the products.”

Helpful Report

Posted 7 years ago

“Everyrhing went wrong and despite special concession we still have got a sofa where every day the cushions she'd the equivalent of a duck shooting match. John Lewis to not follow the procedures and definitely do not honour the manufacturers warranty a matter that they are about to experience in the county court. Awful people and zero customer service provided with an extra helping of stonewalling and attitude.”

Helpful Report

Posted 7 years ago

“Television purchased from J Lewis, have their 5 year guarantee. TV screen had black lines come across it. Screen changed, but new one has a black shadow across the bottom . Have rung J Lewis several times, emails with photos and visited Norwich store to make official complaint with customer services. Always told they would contact me within 24-48hrs, unfortunately nothing after over a week not even an acknowledgement ! Time to take matter further! Hopeless, no customer service at all!!”

Helpful Report

Posted 7 years ago

“Terrible coordination between the customer service team. Had to call in 8 times to get an item refunded!”

Helpful Report

Posted 7 years ago

“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 7 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 7 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 7 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 7 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 7 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 7 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.”

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Posted 7 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 7 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 7 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 7 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 7 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 7 years ago

John Lewis is rated 2.7 based on 2,445 reviews