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

“Ordered a bed and mattress and jl sent two bases but no mattresses and making me wait and take time off work for redelivery. Had to postpone sons visit as there is nothing for him to sleep on; furious!”

Helpful Report

Posted 6 years ago

“I have never took to social media to write a review. But feel on this occasion that it is justified. After numerous customer service issues with JL, ie miss-sold a mattress and not receiving my 3K refund for 2 months, and only receiving refund when chased. Apparently they forgot? Faulty cushions, wallpaper swatches not delivered etc. I have spent time travelling to Milton Keynes Store, communicated via online and telephone customer services. Very rude operators. @JL what has happened to your ethics, responsibilities and customer first etc. People reading: ensure you pay via credit card if you wish to shop at JL, that way you are guaranteed your money back if there is a problem. I will continue to battle on.........”

Helpful Report

Posted 6 years ago

“Incredibly bad experience with John Lewis, please avoid buying online good at all costs! Laptop purchased online (available at time of purchase) and after 1 week still no news, no laptop, no refund, no contact from JL!!! I had to call then twice at my expense every time with no luck. It is absolutely and utterly shocking!”

Helpful Report

Posted 6 years ago

“My daughter and I ordered the same men’s shaver for Christmas presents for next day delivery. My daughters arrived in store the next day, but mine never arrived. On the 28th December I still hadn’t received it so I went and bought it elsewhere. I phoned John Lewis to say I still hadn’t received it. The guy asked me my name and address and after my reply his response was the word “cool”. I found that very disrespectful. Then he said with an attitude “ well you did order it just before Christmas”. So I replied you took the order promising it to be next delivery and my daughters arrived in time. His manner on the phone was not what I expect from John Lewis. No apology for bad service and very let down by them. I would be very hesitant to order from them again.”

Helpful Report

Posted 6 years ago

“Purchased a duvet, terrible quality, send it back the same day. No refund. The reason provided “discrepancy from the returns paperwork and the condition the item was received in” Never again John Lewis.”

Helpful Report

Posted 6 years ago

“DANGEROUS ITEM FOR CHILDREN Do not buy calia bench!! This bench my 4 year old boy was sitting on it and the bench toppled over and landed on his foot, almost chopping off his big toe. He spent 4 weeks off school unable to walk and his toe had to be operated on. The design of the bench is very poor and there was no warning stating the bench can topple over with children’s weight. John Lewis have said they are not taking any liability for the accident, we are disgusted with this outcome. Our little boy has been left traumatised , feel very let down by John Lewis! Very poor design and poor customer service”

Helpful Report

Posted 6 years ago

“I ordered three dresses amongst several other items from them. My partner didnt like the style or size and I returned them. john Lewis claim there is damage to one of the items, so they haven't refunded any of the items and they won't confirm in writing what the imaginary damage is or return it to me. Presumably some clown in their warehouse damaged it on receipt or its new company policy to lie about returns to keep some cash. I remember when JL were a highly reputable company. No wonder they are going bust. When they deign to reply in writing I will be referring them to the ombudsman.”

Helpful Report

Posted 6 years ago

“John Lewis has failed repeatedly to simply send us a guarantee that applies to an iPad, their after sales service is appalling, going round and round in circles and getting nowhere. Inefficient, incapable of joined up thinking, never buy from them again!”

Helpful Report

Posted 6 years ago

“I have ordered a sofa from John Lewis for “guaranteed” Christmas delivery. They lied and misled me to take my money and make the sale. I am told it will not now arrive before Christmas as promised. Now we have nothing to sit on over Christmas, this has to be the worst service ever and disgrace to a British institution that they do a promotional campaign that they can’t not uphold. Greed to get my sale and let me and my family down. I will seek legal action but it will not solve my Christmas upset. No wonder they are in such a financial state. Knowingly oversold !”

Helpful Report

Posted 6 years ago

“Ordered click and collect items to be delivered to a nearby pick up point. Received no email from Collect+ to give delivery code or collection code. Shop owner couldn't release item without code. Emailed customer services and would be told we would receive reply within 24 hours, 24 hours later received an email in barely readable English to say they had forwarded message to another department and would get reply after 48 hours! Well 72 hours passes and no reply so we took to tweeting, they told us they would look into it but again no reply. Rang customer services they said they would ring courier service and reply, gave us £5 goodwill gesture off the bill. Still no reply Awful, John Lewis there are people who work for a lot less money than you who do a lot better job. Never again!”

Helpful Report

Posted 6 years ago

“I love John Lewis but was sad to see that they were using the awful DPD courier service to make deliveries.Have never had a good experience with that company and needless to say they have not delivered my packages and said that they have.Im out £35 pounds and despite a very nice lady on the John Lewis helpline it looks like they aren’t going to help.DPD consistently loses packages or delivers them to the wrong address or just doesn’t turn up.They are a disgraceful company and I won’t be using John Lewis deliveries again while they still use DPD”

Helpful Report

Posted 6 years ago

“bought dishwasher from John Lewis. 2 faults in 2 months refusing to take back 3 hours on hold. Customer care shocking, still without working dishwasher, been dragging on for over a week..... absolutely disgusted”

Helpful Report

Posted 6 years ago

“I have to complain about your customer service. Bought a Bosch washing machine in November it has never worked properly I have video evidence and despite 4 engineers visiting still no replacement. Appalling service.”

Helpful Report

Posted 6 years ago

“most frustrating company to deal with. Everything is the customers fault. Damands payment aggressively, fails to take money through internal gibberish. Blames customer, repeat till customer is sure to never return. #everythingisjargon #fail”

Helpful Report

Posted 6 years ago

“I bought a "design project " swivel chair in May, not cheap at £900. Delivered at the end of June but missing a couple of bolts so waited for spares sent in July. Put the chair together and must say it looked great and was very comfy. A couple of months later the material on the back and seat started to get very loose and creased as though the stuffing had gone out of it and it looked very messy. called customer services and they asked me to send pictures so they could raise the issue with the manufacturer. I sent pictures which clearly shows the problem. A couple of weeks later they called me and said that the manufacturer says that there is nothing wrong with the chair, but that it would need to be dressed after sitting in it, plumping up! I explained that the chair has a straight back with a sleek design and there is no cushion to "plump up". She said that she would send a technician to inspect the chair. 3 weeks later technician arrived, turned the chair upside down, took it apart and repositioned the material so it was smooth again. He explained that there was some velcro inside that should keep the material from moving but that this would very likely happen again unless an adjustment was made. He said that he would report back to JL. A week later customer service person called to say that the technician reported back that there is no manufacturing fault with the chair, that it's the nature of the fabric, that it will become loose as in all sofas and she repeated the thing about "dressing " the chair. When I said that in order to get the chair to look like it was when I bought it, he had to turn it over and pull the material tight, she said that he was doing this to see if there was a fault. I wish I'd recorded my conversation with the technician as what customer service told me he reported back was completely different from what he said to me. They said as there's no fault with the chair then the matters closed, but I could pay for an independent technician's report and they'd look at it again. Totally beaten down by their lack of reason and therefore I won't be buying from JL again”

Helpful Report

Posted 6 years ago

“I was sad to have had a bad experience today at lunchtime in the Norwich store. Over time we have loyally spent many thousands of pounds in Cambridge branch, Norwich and others but will think twice now. The reason being the 'gentleman' who totally ignored me ( I am a placid, gentle and learned man) when trying clothes on. It cannot surely be common practice to not respond to someone who has tried to speak to you, but was left feeling as though I didn't exist. Three times I engaged this hirsute and black bearded person; the time was around 1 pm.”

Helpful Report

Posted 6 years ago

“Be careful before ordering electrical white goods from John Lewis. We purchased a Samsung Tumble Dryer, which broke after 6-weeks. John Lewis passed us over to Samsung for a warranty repair, which took a further 3-weeks to complete. John Lewis were unconcerned and uncaring, choosing not to live up to the higher level of customer service we had come to expect from this premiumly priced company. In the future we will be buying from cheaper sources.”

Helpful Report

Posted 6 years ago

“Shambolic - avoid AT ALL COSTS DONT BUY FROM JOHN LEWIS!!!! they failed to deliver products they never had in stock failed to refund my money stating they wanted the goods returned that they never delivered in 1st place!! Customers services useless!! This company will go out of business soon as they are below poor”

Helpful Report

Posted 6 years ago

“John Lewis is my go to shop. If I can’t get it from JL or Waitrose it’s not worth having. However I was disappointed with a turkey, stuffing and cranberry baguette I bought recently in the Southampton store restaurant and which I shared with my mum. The bread was nice, there was plenty of turkey and stuffing too but the one cranberry and a very faint smear of sauce didn’t cut the mustard if you get my drift and the soggy apology of rocket garnish turned my stomach. Not the usual quality I like and expect from my favourite shop. I couldn’t complain because there was only one girl serving, she had a long queue and I knew people were getting ratty as I’d waited ages to get served and was in a hurry to get to my grandchildren. The baguette was edible - I removed the soggy rocket and I didn’t want a refund because we ate most of it.”

Helpful Report

Posted 6 years ago

“Everything. From placing order in store where server did not know how to apply gift cards to incorrect delivery issues to false promises never delivered. #Disgracefulservice #nobrandvalue #treatyourcustomersbetter”

Helpful Report

Posted 6 years ago

John Lewis is rated 2.7 based on 2,445 reviews