John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,436 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,436 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

“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

“Ordered 2 products on November 20th.. Recieved 1st order within 2 days..Fantastic...Only to find out it was left outside all day in cardboard box in heavy rain.....Product inside ruined... Trying for explanation and refund....Nightmare 2nd product..It’s nowDec 13th andno sign of it....Contacted customer service. The said it’s not don’t to them the supplier .. So why didn’t they inform us of that....It was a present whosbirthday it was 1st week December Shocking customer service ...And we are still waiting for reply now....”

Helpful Report

Posted 6 years ago

“I spent £3,500 on an old TV and wall mount. The TV developed a problem after 2 weeks. I had a nightmare in getting them to sort it out. They had no record of the sale, after showing my receipt they acknowledged my purchase, then proceeded to put every obstickle they could in the way of replacing the TV. I almost lost the will to live over the problems they caused me and time I spent sorting the problem. To say their customer service was bad is an under statement. All the worst trait are practiced there, not returning emails and phone calls, making false promises etc. etc.. I made each person I spoke to put the call details on their system using a reference they gave me. Then on the next call I was told the reference number was not found. In short, don't buy there unless you want an unbelievably bad experience! The only good thing to say is their delivery drivers are brilliant.”

Helpful Report

Posted 6 years ago

“Tried to order online, order accepted and then rejected . Told I had failed security check . Does not make sense more than adequate funds in account and also I order numerous items on line with other companies without problem. Then read Trust Pilot reviews and was shocked by the many negative reviews”

Helpful Report

Posted 6 years ago

“Ordered goods for a 7th birthday. Paid for delivery. 5 dates given. 4 appointments missed. Eventually spoke with case handler who shouted over me and would not accept that JL service had fallen short. He terminated the call. After 30 years as a client I will now shop elsewhere.”

Helpful Report

Posted 6 years ago

“I purchased a LG 65" OLED TV less than 2 months ago and it has stopped working. John Lewis are telling me I have to go through LG support to get fixed.”

Helpful Report

Posted 6 years ago

“What a poor service we had from a company we thought had a good reputation. To start with we had to wait about 1/2hr just to get somebody to serve us. Finally managed to purchase an integrated dishwasher. Paid for delivery and fitting plus extra for 5yr guarantee so spent a lot of money. Had to wait for delivery date and when eventually arrived fitters said they could not fit it as it was integrated. They took the machine away and we later received a call to say we had not paid enough for fitting an integrated machine. I said not my problem I paid what the sales person told me - £25. He said I needed to pay £90 for fitting an integrated dishwasher and that they could not fit it for another 10 days. I said I expected to forego the fitting charge altogether as I had been messed about. Not willing to do this so cancelled order and asked for money to be refunded. Went to curry’s had brilliant service and dishwasher delivered and fitted within 2 days. Paid just £40 for fitting. Well done Curry’s. I fear for John Lewis as they have to rely on their reputation for good service, which they are failing to provide. I have shopped at John Lewis for 40 years, but they have now lost me as a customer.”

Helpful Report

Posted 6 years ago

“Do not buy bespoke curtains from JL. They fitted curtains that didn’t match, this wasnt noticed until after the fitter left. I contacted their Didsbury home furnishing department, via email (many many times) I tried calling - no response. I even emailed the JL MD (Paula Nickolds) no acknowledgment even. Absolutely APPALLING.... Clearly John Lewis no longer care about the customer..”

Helpful Report

Posted 6 years ago

“On 2 December I telephoned John Lewis to order a Bosch double oven, to replace my oven which was not working at all. The item was on the website with the instruction if I required installation I needed to place the order by phone. I phoned and placed my order, the price of the oven was £754 and I paid £20 for disposal of the old oven. I was informed that delivery and installation would be Friday 7 December and with regard to the installation I would receive a telephone call from Bosch either on the Monday or Tuesday (3/4 December) so they could take the £85 charge for installation. Having received no communication or phone call from anybody by Thursday 6 December I phoned Customer Services Department to check all was in order for delivery and installation the next day, I spoke to Joe. Joe’s initial response was he had never heard of Bosch ringing a customer direct to take payment for installation. He then put me ‘on hold’ for 20 minutes whilst he investigated. He subsequently informed me that he and a colleague had looked into the matter and that everything was set up for the following day and somebody from Bosch would ring me later that evening to confirm installation. He also said the installation charge of £85 would be waived. I think I was fully aware at that point that it wasn’t going to happen! No phone call from Bosch was received, I have to say I was not surprised. At 11.00 am Friday morning the oven was delivered, with no installer and the delivery men couldn’t take the old one away because it was still in situ. I then telephoned Head Office informing them I had a serious complaint and requested that they didn’t put me through to the general Customer Services Department as I wasn’t prepared to endlessly hold on the line. I was put through to the Escalation Team and spoke to a lady called Bethany who, having listened to all the facts, said she would look into the matter and get back to me. Because I didn’t have a working oven I requested installation no later than Monday 10 December. Bethany duly rang me back and said installation couldn’t take place until Wednesday 12 December at the earliest. She also said when she spoke to the installers (presumably Bosch) they had asked that the old oven be unplugged ready for removal. I informed her that I was unable to unplug the oven because it was wired into the mains she said she would go back to them to let them know. I settled on the installation date of Wednesday. However after putting the phone down alarm bells started to ring. Surely Bosch would know that an oven of this nature cannot simply be unplugged and would need to be done by a qualified installer.. I was also unhappy about waiting even longer for it to be installed. I phoned Bethany back and cancelled the installation. It was agreed that I will contact her when my old oven is ready for collection (as I have paid for disposal). So this brings me to sum up this whole experience. No formal confirmation of my order by email or promised follow up contact from Bosch, Trying to obtain direct line numbers or email addresses for senior management is nigh on impossible. Having to wait a long time holding on when dealing with Customer Services - a more acceptable approach would be to take a customer’s number and ring them back. Being told something will happen and it doesn’t- don’t promise customers that something will happen when it clearly won’t. I for one would find it very difficult to put my trust in ever ordering anything from John Lewis based on this recent farce. It is well documented that this company has struggled in recent times with sales/profit and they have recently rebranded as John Lewis and Partners. I don’t think any rebranding or changing names will help a company who don’t seem to be able to get anything right. If there is anything positive to say about this whole experience is the people I spoke to in Customer Services - Joe and Bethany - were polite. Like other people on this site I wouldn’t have scored even one star. Also is anybody at John Lewis taking note of this feedback. I have sent an email to Paula Nickolas, MD, t I had to try and have an educated guess at her email address. Will she read it, I think not, it will probably be ‘fielded’ to the Customer Services Team for a ‘conciliatory’ response. UPDATE TO MY ORIGINAL LISTING: For anybody who read my original review as above. I think I was correct in my complaint email being fielded. Here is the response I received : Are they listening and taking on board all these serious customer complaints I think not!!! Response: ""Hello Mrs Hassal, Thank you for your email to our Managing Director, Paula Nickolds. I understand you would prefer to be contacted directly from Paula Nickolds, but she has charged me to respond on her behalf. However, I would like to reassure you that I will keep her fully updated. Our Managing Director see's all letters and emails that is sent in to her, however, she has dedicated my Director Relations team as Case Managers to respond and acknowledge all correspondence. I am so sorry that your recent experience hasn't been a positive one, and I do appreciate you bringing this to my attention. It is clear from your email that we have failed to deliver a high level of customer service on this occasion and I would like to offer you my sincere apologies. As confirmed, you can give me a call when you are ready for collection. Or, if you have any further queries please do not hesitate to contact. Yours sincerely, Bethany Director Relations Case Manager John Lewis & Partners""”

Helpful Report

Posted 6 years ago

John Lewis is rated 2.7 based on 2,436 reviews