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.

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

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

“Dining table chairs have not been delivered. Most annoying! - text message of 2 hour slot means little. Disappointed.”

Helpful Report

Posted 7 years ago

“I ordered a TV with free UK delivery within 7 days and paid £999. 8 Days later, still no response, customer services told me I live in Ireland (I live in Northern Ireland) at a "Restrictive address", that I should have read your website more carefully, that the item had not yet been dispatched and would take at least another 7 days to reach the delivery agent and thereafter up to 14 days to be delivered to my address as so remote (1 hour from Belfast). I tried to cancel the order but was told this was not possible until I had taken receipt of the item and that no cancellation could be effected after the item had been dispatched, which is recorded on your site as having been dispatched on 23rd November but have been informed it has yet to be dispatched, as I live at a "Restrictive address" and yet, no one can tell me where the TV is. The young lady that dealt with me yesterday was very good and she is the only reason I decided to continue with this order...she also gave me a price match meaning a £40 refund, but only to be claimed after receipt and I'll have to call customer services again. I called again today to see if there was any progress and we are back to square one, "Restrictive Address", should have read the website (still can't find that reference by the way that tells me I live in a "Restrictive" area) the item had not yet been dispatched, no cancellation possible and that someone would call me by the end of the week, it would take at least another 7 days to pass to the delivery agent and another 14 days to be delivered to me...."nothing anyone can do" and still no one knows where the TV is. I informed the customer services agent that I didn't hear by Friday I would get my bank to return the funds to my credit card. I will not be doing any further shopping with John Lewis...it's one thing not receiving the goods, is quite another to be treated as an annoying, naïve pain in your arse who can't read your website. Naturally, I'll be telling friends and family penning a letter to a national newspaper....modern business....take the money and run!”

Helpful Report

Posted 7 years ago

“We ordered £3500 of blinds to be made and fitted by John Lewis. The service for measuring our windows was good but after that we had to follow up and call constantly to find out what was going on. There was some confusion about the order (it was in two parts for the Roman and Venetian blinds) so instead of calling us to check the order, we were completely ignored for weeks and no emails were replied to. When we threatened to cancel our huge order, we were told it was 'our choice' by a person who didn't seem at all concerned about losing business or harming John Lewis's reputation. After weeks, our blinds are finally supposedly being made. I am hoping the fitting process goes more smoothly. Extremely disappointed customer!”

Helpful Report

Posted 7 years ago

“I have just had the most appalling service from John Lewis, they cancelled my order half an hour after processing it. I have just spent over 24 hours trying to sort out the problem caused by John Lewis without any satisfaction. Be warned - John Lewis will process the order and then your bank will ring fence the money on your account so that you will not be able to buy your product elsewhere. My bank have told me that it will take a up to seven days before they can see that John Lewis are not going to collect the funds and thus release the funds for me to use. I was unable to talk to a manager at John Lewis and was told that a manager would phone me back in 24 hours but they didn’t. I was told the Brent Cross store would phone me so that I could buy the iPhone from them and have it posted to me, again no call from the store. I feel so let down and totally disappointed with the service from John Lewis. So sad to feel like this as I like the ethos of the company and they always used to be my first choice. Please do not order you phone from John Lewis, if you do, expect a whole lot of hassle and no phone!”

Helpful Report

Posted 7 years ago

“56 days ago I paid a four figure sum for a pair of curtains to be made. Heard yesterday that they have not even got the fabric in stock yet. They insist you pay up front in full so have had my money for over two months now and produced nothing. Customer services are 'sorry that I have been left upset'. No resolution in sight and no urgency to provide one. To add insult to injury website is currently promising curtains ordered by 17th December will be ready for Christmas. In your dreams. Fast losing all respect for this retailer.”

Helpful Report

Posted 7 years ago

“Bought an iPad Pro aug 2016 along with targus case which developed a circle on screen , took back to store to be sent away to their agents to look at , informed accidental damage which I totally refute, now to take to Apple for 2nd opinion, load of hassle and time but will chase this all the way !”

Helpful Report

Posted 7 years ago

“A staff member insulted me and was discriminative towards me.”

Helpful Report

Posted 7 years ago

“John Lewis Looses the Plot ii – The Zanussi years I purchased a Zanussi washing machine in August . The house electrics tripped on the 17th of October, traced two days later to an earth fault on the machine which is 30 days old by now. The kitchen had a hot electrical smell. John Lewis whom I bought it from have left me to deal directly with Zanussi repair agent part of the increasingly publicised John Lewis drive to ruin their service reputation. An engineer visited a few days after the failure and found a leak in the drum which had sprayed water on the electrical components and arcing had heated the wiring. This was manufacturing defect. Zanussi insisted that at this point, 30 days from new they were within there rights via consumer law and their own small print to repair rather than replace. The Zanussi service sub-contractor promised delivery dates for the new drum, wiring loom and other parts and arranged on two occasions to come and fit. On one of these occasions not bothering to communicate that they were not coming because some spares needed were not in stock. 20 days pass, John Lewis can’t or won’t bring the manufacturer to what surely is the fair conclusion replacing the machine. No the New John Lewis don’t do customer service like they used to, they leave you at the mercy of the manufacturers. Zannussi insist we wait for the missing spares which may arrive on the 13th of November. The parts will be fitted on a date to be determined by them, if the parts don’t arrive or it doesn’t work after the repair . Zanussi insist they have to confirm whether it is a manufacturing fault or not. Nice to be a unpaid member of their research and development team. Before now I would have thought it would have more economical all round to supply a replacement machine but alas no. As for John Lewis it is sad to loose a trusted, reliable name in the market place but this isn’t my only experience of them lately I am afraid ‘Never Knowingly giving good service’ has become their new strap line in some areas of the business. As the economy bites for JL there is a positive on the horizon - Major savings on the Chrismas Advert costs, JL’s top table, Paula, Rory, Ed, Dave, Craig, Bėranggėre and Dino will Dress as Elves and sing. “Were not Dreaming of Whites this Christmas” Production costs £100 all in. Sorted ”

Helpful Report

Posted 7 years ago

“Again, two more repeat poor on line service orders. Items sent to wrong stores but JLP didn’t bother telling us. Took the money from us and made no attempt to rectify until we made official complaint. Another Item ordered with a caveat that we operate office hours and to deliver within a 10 hour window but no, they choose to deliver outside of that time. At no point do JLP acknowledge they have a massive problem and their customer service is poor. Use to be that M&S and JLP had outstanding customer service but now both companies service is the worst on the high street and on line. Shame on you.”

Helpful Report

Posted 8 years ago

“John Lewis- Terrible product and terrible customer service! DO NOT BUY from John Lewis! I wish I had read all these shocking reviews before purchasing a £2000 television from John Lewis. After a few months the tv had a strong line of pixels showing at one side. Fair enough, Martin Dawes came out and replaced the screen. I would rather have had a replacement item but gave them the benefit of doubt and accepted a replacement screen only. 2 months later a blue pixel line appeared down the screen. Again they came out and confirmed that the screen needs replacing. Note the tv is only 10 months old. I wasn’t happy with another screen as there is obviously a fault with something else on the tv causing the screen issue. JL is trying to hide behind terms as in the first year the product repairs are covered by the manufacturer rather than JL so they are looking for the cheap way out, which ultimately won’t solve the problem that is causing the screen to become faulty, rather mask the issue for another few months. Saving grace is that I purchased through Paypal Credit so can claim back through them. JL is in serious trouble and I wouldn’t be surprised to see some major changes at the top. They used to be big on customer service but not anymore...”

Helpful Report

Posted 8 years ago

“Put an order through today for goods in excess of a thousand pounds. During the order I was verified by the Barclaycard online security that nobody could ever guess and I received emails confirming my order 15 minutes later I received a call from the most patronising woman I have ever spoken to telling me if I do not very my details again she will not release my order and despite me verifying my details she cancelled the order It is no wonder Amazon are taking over the retail industry as this is crazy that these high street companies do not ant to sell you anything!!!”

Helpful Report

Posted 8 years ago

“Horrible delivery service. I had to wait for more than 4 weeks for a set of overpriced chairs (200 each) and call them 6 times before they manged to arrange a delivery.”

Helpful Report

Posted 8 years ago

“Once again a pre planned delivery failed despite being contacted by courier at 1215 to tell me he would deliver withing 30 mins. No credible explanation provided for this failure despite my telephoning customer service at both 1430 and 1930 hrs. I had taken a day off work, I have had to cancel the order and have been offered £10 compensation which is derisory for the inconvenience and the lost day of work John Lewis this is a major issue which is damaging your reputation.”

Helpful Report

Posted 8 years ago

“I purchased (well thought I did) 3prints from john lewis they gave me a delivery time of 5 days for 2 of the prints and 14 days for the other ok I thought then on the given delivery date I stayed into to receive them no show so I waited in the next day still no show then I contacted john lewis they said the prints had not arrived at their couriers I pointed out that I had tracked the items myself and they were delivered 2days earlier they then said they would be delivered the next day ok I thought again no show then they said they would be delivered on the Monday so I waited in again then o. The Monday I received an email from the courier to say no one was there to accept delivery complete lie no one rang the doorbell or left a card so I contacted john lewis again after 8hrs they replied say they would be delivered next day waited from 9am to 1 30pm emailed JL asking for a delivery time then I received a garbled call saying the items had been returned to JL and that they were now OUT OF STOCK?????? How does that work???? Sort it out”

Helpful Report

Posted 8 years ago

“I have honestly never written a review before, but I wanted to warn people of the horrific experience with John Lewis carpets. Firstly, the person came round to measure and quote was incredibly rude and unhelpful. I put this down to an off day and let it slide. We placed our fateful order in early August, with a fitting date in early October. We placed a number of calls with JL to make sure all was in order as we were not hearing anything back from JL itself and we had to take time off work to ensure we were around for access. We spent the entire week before clearing all the rooms of toys, beds, wardrobes with everything dismantled and safely out of the way in preparation of our much awaited fitting day. We have two small children so we set up camp for them for a few days as an adventure........ wears thin after 3 weeks so have had to put everything back so the kids sleep properly. A day before the day, a call came in saying that the carpet is not ready, but will be a week later, we agreed through little choice. Now we are told they don't know when our carpet will be ready, if ever! Been offered to change the carpet to a different one but will have to pay more as the prices have gone up. A huge number of phone calls, umpteen emails and still no carpet. The manager is unhelpful and rude and basically told us to like it or lump it. This is an order for 185sqm of carpet, underlay, grippers and all the stuff that goes with it. Almost 3 months of misery with John Lewis. DO NOT ORDER JL CARPETS IF YOU EVER WANT TO SEE THEM INSTALLED IN YOUR HOME OR DONT WANT TO BE CONNED INTO PAYING MORE BECUASE THEY HAVE DRIVEN YOU TO DESPERATION”

Helpful Report

Posted 8 years ago

“The Staff in Kingston very unhelpful won’t be going back in there again in the bathroom section”

Helpful Report

Posted 8 years ago

“Useless click and collect service. I paid £819 for an i phone but it never seems to reach the store for collection. Now I have received an e mail saying the item is in my basket and would I like to go to checkout and pay! I am out of pocket by £819 for an item which never seems to arrive and my only recourse now is to issue court proceedings. I strongly advise against using this company. You will just be buying into trouble.”

Helpful Report

Posted 8 years ago

“I order 10 lego sets worth over £1000 and only received 3 and one was badly damage,so I though ok I will contact JL and all will be resolved How wrong was I,spoke to 3 different people on the phone who all said different things? I manage to receive a further 5 but they could not fulfill my original order as they were now out of stock,Finally was told I had to email *Stephen mc Colgan* He works for there distribution department.after a week of emailing ,I received a email today stating that the lego was sent out and more or less implied I did receive the lego so calling me a thief😡I also mention I was a lego collector and he said that I wasn't and I was only buying the items to sell them on.arfter a heated conversation were he told me I was not allowed to talk to his manager Debbie ?in the end I was put through to a lady who said sorry on his behalf and arrange for pick up of the damage set a refund of the 2 missing sets JOHN LEWIS should be looking in to DPD as over £700 worth of lego sets have gone missing in there Care. I AM TOTALLY DISGUSTED WITH THE WAY I HAVE BEEN TREATED and I'm going to contact watch dog with my complaint AVOID THIS COMPANY BECAUSE WHEN SOMTHING HAPPENS THEY BLAME YOU”

Helpful Report

Posted 8 years ago

“Never going to order from John Lewis again, worst service ever. Couldn't deliver a product (TV) on specified time despite having 24x7 concerige service at my place, making unacceptable excuses that I should have called customer care to inform them that it should have been left at the concerige. Never faced any problem with other online retailers like Amazon, Tesco, Asda, Robert Dyas, etc. They all delivered at concerige. Global head of delivery making excuses to save this own mistake that they do not deliver to concerige unless told to and there was no option to comment or give notes while ordering the product. So should get a dream that they would not deliver at concerige and I should call and inform them about it. Worthless service. Never ever going to order from John Lewis.”

Helpful Report

Posted 8 years ago

“Having paid nearly £3,000 for a mattress - more than we have ever spent on any item of furniture before - we are devastated to find it so uncomfortable that one of us is unable to sleep on it without suffering severe back and shoulder pain. We spent 3 nights in 2 hotels, with similar 'zip & link' mattresses, and had the best night's sleep we could hope for. John Lewis tell us there is nothing wrong with the mattress, despite it being so rigid around the edges of each mattress that it feels like sleeping in a hammock, and tell us they cannot do anything. What happened to that great customer care and service?”

Helpful Report

Posted 8 years ago

John Lewis is rated 2.7 based on 2,445 reviews