John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,456 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,456 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

“Placed an order for Christmas presents on 15th December, stupidly thinking that this would give John Lewis plenty of time to deliver for the big day. Received notification that Hermes was the courier. No delivery was made within the requisite 5 working days, so I chased John Lewis. They were informed that the delivery had been lost, and that a case had been launched. I was assured that someone would call me back within two hours. After two and a half hours, I called them, had to wait for half an hour until someone was available due to "high volumes of calls" (come on JL - it's Christmas, you should expect this). Eventually I get through to someone, who then puts me on hold for another ten minutes while they go and investigate. He comes back saying that he has spoken to Hermes who had launched a case and that someone would call me within the next 24 hours! Not much use as we leave for Christmas in the morning. Unhelpful, unprofessional, unsympathetic, absolutely clueless. I would expect more from an organisation such as John Lewis, which prides itself on its so called customer service. If they can't trust the courier service that they contract with, either change the courier, or employ more people in your customer services department to deal with disgruntled customers. It's not rocket science John Lewis.”

Helpful Report

Posted 8 years ago

“Fault on broadband. Lied to by members of staff. Fault was not reported in first instance. Disgusted by the service. Fault still not resolved”

Helpful Report

Posted 8 years ago

“**I WARN EVERYONE PLEASE DON'T PURCHASE FROM JOHN LEWIS** Guy's sorry but JL is the shittest company to purchase from. On the 05-12-2017 I purchased a Mac Book Pro from JL for next day delivery. Item got delivered the next day when I wasn't home and was singed by someone with the same surname as me but funny enough when I tracked it the person spelt my name wrong. When I got home the item wasn't home and my neighbours claim they didn't receive it so I called JL on the same day 06-12-2017 and reported it. Jl said they will investigate and thats going to take 3-5 days from the day of report. I called back on the 3rd day after the report only to find out the investigation wasn't launched on the day I reported it. JL then launched an investigation again they said. I've waited for another 5 days making it 8days wait in total only to find out now that JL can't do nothing about they claim. DPD claim it's been delivered and therefore J.L is picking the their partners word over the customers. I've asked for a proof of delivery/signature but apparently the customer can ask for that. UNBELIEVABLE!! JL is now telling me to go and report it to the police that the laptop has been stolen from me. First of all I haven't received the item in the first place to go and report it stolen to the police. I spoke to a manager who claims he's the team manager and His name is Andrew. I asked for his last name but he said he can't tell for security reasons. And that's how I've been dealt with by JL. I've basically lost £1,655.95 and the manager calmly said he can't do anything about it.”

Helpful Report

Posted 8 years ago

“Our washing machine went faulty a couple of days outside of the warranty period. I had hoped as loyal customers (over the years, we have spent tens of thousands of pounds) that they would honour the warranty. The jobs worth we spoke to wasn't in the slightest bit interested. Will be looking elsewhere in the future”

Helpful Report

Posted 8 years ago

“Called customer services - they said I would get call back within 48 hours - didn't happen Called again - new case number - told again I would get called back - didn't happen Called again - the narrative against the case didn't seem accurate. In the end the person was able to deal with the matter as I'd requested on the first call Then got no confirmation email Called again - was told they had put the wrong email in and this couldn't now be changed. And also told the payment was declined. Not sure how and when they were going to tell me that! Turned out it was declined as they had put the wrong exp. date in!!”

Helpful Report

Posted 8 years ago

“My order was allegedly delivered to my office at 7 p.m on 27/11/17, but my office closes at 5 p.m without any access to the building. I have notified the customer service over the phone and via email that I am still to receive my order. I was informed that my order was delivered on that date and basically the case is closed without any proof of delivery. I feel very disappointment and frankly disgusted that as a loyal customer , I was being treated with such a mistrust as I had not reported any issues with my other orders previously. I am left without any order and nobody wishes to take a blame. It is only my word against unreliable Hermes . I am very sorry, but JL customer service is not as it used to be before, known for putting the customer's first and treating them with respect. Being loyal JL does not pay off at all.”

Helpful Report

Posted 8 years ago

“I purchased the new iphone directly from the John lewis website for next day delivery, and when it never arrived i was concerned and called the courier. The item was delayed and I had to wait another day, but being a weekday I asked it it could be re-routed to my work address. This was not allowed, but it was going to be sent to a pick up location. It wasn't very convenient, however I agreed. 3 days after, the item still hadn't been delivered to the pick up location, but in fact it has been lost by the courier. John lewis customer support are the worst company to deal with. They will not claim responsibility for losing the package even though it was their courier who lost it. I'm now left without a phone, tonnes of annoying phone calls back and forth to customer support and minus £680 until John lewis investigate !! (its been 3 days of 'investigating' so far) Why is it my fault that they have lost my parcel??? Why can't they just refund me or send out a new phone? NEVER BUY ANYTHING FROM JOHN LEWIS ONLINE!!!!!”

Helpful Report

Posted 8 years ago

“John Lewis employees are not to be trusted, and their Customer Services tell lie after lie. I ordered an £1,149 phone online when it came into stock and requested it to be delivered to my local Waitrose. Shortly after it was due to be delivered i checked the status on-line and it was showing as "delayed" and would be delivered the next day. That didn't happen either. After 3 days i phoned customer services and was told it definitely had been delivered to my local Waitrose. So down I went only to find the store had no knowledge of the delivery and could not find it. There was a lot of gushing and apologies and promises to get to the bottom of it and to provide some form of compensation. None of this happened and it is 2 weeks later. No proactive action. I had to call them to demand a refund, no one bothered to call me. I have reported it to the Police as I am certain, based on what the various people said to me, that an employee in the chain somewhere has stolen the item. Edit”

Helpful Report

Posted 8 years ago

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

Helpful Report

Posted 8 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 8 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 8 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 8 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 8 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 8 years ago

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

Helpful Report

Posted 8 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 8 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

John Lewis is rated 2.7 based on 2,456 reviews