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

“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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago

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

Helpful Report

Posted 7 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 7 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 7 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 7 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 7 years ago

“Awfull customer service ! Delivered my neighbor not me, then refuse to send replacement/refund Avoid at any cost !”

Helpful Report

Posted 7 years ago

“I have recently bought a sofabed at Peter Jones, terrible customer service, after buying a sofabed, saw another one at the store and discussed with my partner on the phone and we wanted to change it. The staff who did the transaction couldnt be bothered to change and had this attitude which pushed me to simply just leave it and stick to what i bought in the first place. After a week when they tried to deliver, they couldnt fit through the metal fence and dropped substantially, one of the leg was broken. They told me that it needed special crew to redeliver and that i would receive a call later in the day... I have received no call, so I had to chase it myself. When i called I was told that i did tell the delivery people that I would go for something smaller. I never said such thing. They said they would look into it. Couple days passed no calls, no idea what was going on with my sofabed. So again i had to chase it up myself. I was told that a new sofabed was out of stock and wouldnt be available for 2 months. They suggested that they would redeliver the initial sofabed which was broken and in the meantime, once available they would exchange with a new one. I said ok, they arranged 4 man specialist crew to deliver. I waited, and no sign of John Lewis. Called customer service and was told it was still on track. 20 mins later, after passing the time slot, i called customer service again and this time I was told that my delivery was not going ahead as at the time of loading the sofabed was not available. NOBODY CALLING AND TELLING ME THIS. I was just waiting knowing that the sofabed was going to be delivered. I have no idea how to tell how frustrated I was. I literally started to cry. A customer service that is worse than being harassed. I will never fiorget this John Lewis. I cancelled the order, I will never shop from John Lewis and I will tell this to everybody I know.”

Helpful Report

Posted 7 years ago

“Bought IPhone 6 from them 18 months ago as 2 year warranty. Took into store as had cracked screen and charging problem. Told me screen not covered (OK) but asked them to fix charger under warranty and quote for screen (£129). Went off to supplier and they stated phone NOT REPAIRABLE and charger caused by screen damage and quoted £324 !! for another phone as accidental damage. Not surprisingly I declined. Went back to the store to collect and took to repairer down the road who fixed both the screen and the charger for £65 and phone has worked perfectly since. Is this the new warranty policy from John Lewis - quote everything as Accidental Damage and say not repairable so you buy another product !!! I used to trust John Lewis but how many customers are being told product not repairable when it clearly is and costing customers far more than they needed to pay.”

Helpful Report

Posted 7 years ago

“First of all I would like to say that John Lewis are in fact very incompetent with a absolutely lazy customer service I’ve ever come across !!! On the 12th of August 2017 I have given my laptop for repair with my charger to John Lewis Stratford. On the 18th I received a call that my laptop is ready for collection. As I’ve arrived, I’ve noticed, that they forgot to include my charger with the return laptop. The staff at the technical support desk was not even that apologetic. It felt like they don’t even care. Told me they will call as soon as the charger back so I can come collect it. Weeks passed but I haven’t receive any calls. I started chasing them up myself. After about two weeks I rang the store. They said the charger isn’t back yet and that I have to wait a few more days and they will let me know ones the charger returns to the store. Two more weeks passed, so that’s a full month since I first got my laptop after the repair. No calls. I rang the store ones again. Situation didn’t change. They apologized and said they will be calling the repair department to chase them up for my charger and ones this sorted they would call me back! Today is the 3rd of October 2017. It’s been almost two month since the problem accured. Since then I have already tried to contact the customer services and send an email to the complaint department, but received no response. This is starting to annoy me in every way possible. I just got off the phone with customer services ones again. They were trying to contact Stratford store to no avail. The lady on the phone promised to send an email to a store manager and told me to wait a few days until they contact me. I just want to come to a conclusion. I will never prefer any electrical products from John Lewis in a million years! This situation has taught me a lesson. Never again.”

Helpful Report

Posted 7 years ago

“Very poor customer service, our washing machine was only one month old when it stopped working properly and they don't want to do anything, just passing us from one person to other. I would never get anything from them again. What they are only interested in your money. Bunch of ignorants”

Helpful Report

Posted 7 years ago

“Wrong products sent . Customer service not even connecting my call or calling back when they said they would. 2 weeks on and still no call. Rude . Mislead and miss sold . Asked to price match . Told not possible even though after it was . Refunds were put on gift card .told today card invalid despite me showing balance . This is tip of ice berg”

Helpful Report

Posted 7 years ago

“Falsely,accused by John Lewis Watford … Falsely,accused by John Lewis Watford Herts I,arrived at Heathrow after a 15 hour flight and went shopping in Watford.l went to boots bought some disposable razors receipt it my back pocket with the razors and debit Card receipt as well. I went into John Lewis for something to eat and thought l would have a quick shave in the washroom. Accidentally and being very tired unkowing l walked into the ladies bathroom no one in there and l didn't realise it was the ladies so l have a shave. About 10 minutes later some lesbian security comes and tells me I'm in the wrong bathroom . So l apologised explained l didn't notice the sign as did not have my glasses on.Next thing this creature starts to accuse me of of stealing a pack of disposable razors . I tell her she is out of her mind and l bought them in boots and go look at the cameras in boots. She had obviously zero evidence or witness and l have 2 receipts in my pocket . Then this creature tells me l am barred from all John Lewis branches to which l replied you don't have any authority to do that even if you wanted too nor any reason as my razors were purchased at Boots. I demand to see the store manager who allegedly was absent and the floor manager appears who was apathetic and useless . Two security arrived and l told them what happened and said if the creature thinks she has any evidence please call the police and make the allegation official. She declined. By this time l was pretty angry and loud it was totally outrageous and absurd. The two security behaved impeccably and fully understood why l was so angry. I mentioned she is a lesbian only for means of identifying her. I called head office who promised to investigate a few days later they phoned and apologised. I said it's not enough put the apology in writing which they did and l feel they should compensate me for making a false and malicious allegation. They refused to do that. I have been their customer over 40years and it was always my favourite place to shop which obviously now they have ruined. So now l want everyone to know my story. John Lewis used to care about customers now they think they to big to bother. So be aware John Lewis don't give a F--k about customers anymore. If you ever unfortunate enough to be falsely accused stand your ground. This was totally unacceptable.”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,437 reviews