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

“I cannot begin to say how awful my experience with John lewis has been. I began the process of ordering curtains in September. It is now November. I have emailed countless times. I have tried to ring many times, soft furnishing don't answer the phone. Customer services assure you that somebody will get back to you and they never do. John Lewis used to be a brand you could trust. They are terrible now and on principle I will not spend any money with them. I will also tell all friends and colleagues not to waste their time and money. Truly, truly awful.”

Helpful Report

Posted 6 years ago

“I placed an order for £558.00, worth of goods and 50% turned up damaged and i could not give the gifts out which i wanted to do, I was asked to take photos which i have done and sent them in, but this should not be the case, in fact i would expect a lot better service from John Lewis. My experience in ordering gift has been extremely poor, and have thus rated them with One star, if the option was 0'0' i would have placed that.”

Helpful Report

Posted 6 years ago

“JL Broadband should have connected me on Sunday but hey have not been in touch. They cannot be contacted as there is normally a 60 minuted wait, when I did get through they put the phone down on me, John Lewis.com complaints staff seem to have the same problem reaching them by phone, I gave up after holding for 25 minutes while they were trying to make contact with JLB.”

Helpful Report

Posted 6 years ago

“I bought a brand new computer which turned out to be faulty. I have been refused a replacement or a refund. Instead, I returned the product to the store to be repaired. After 3 days the product went wrong again, and John Lewis still refused to give me a replacement or a refund. They insisted that I return the product to the store again so that they could send it to be repaired. Five weeks on I have had confirmation from John Lewis that the product is faulty (which I told them several times) and that it has been repaired (which I don't trust). I have had to run my business (for which I bought the computer) without a computer now for five weeks and the repaired computer has still not been returned to me. The lack of customer care is appalling. I'd advise anyone to stay away from John Lewis. I bought the product there because I thought I could trust them if anything went wrong with such an expensive item. I was badly wrong. I am £720 down and still no computer. Absolutely disgraceful.”

Helpful Report

Posted 6 years ago

“having purchased a warming draw in January this year it we now awaiting the third one. communication with after sales is terrible and you get sent all over the place . no one cares once they have your money”

Helpful Report

Posted 6 years ago

“Absolutely terrible. Today I bought a pair of headphones from the Oxford Street shop. They came in either grey or blue. I bought the grey ones but as they did not have them on their open display, i bought them 'blind'. So i went to work and opened them and did not like the colour. The grey was very light and was hoping for a darker grey. Anyway I went back to the store within an hour of buying them and they would not swap them for the blue ones for me. The reason was because I had opened them. The headphones came in a box with a shrink wrap cover. I had to open the shrink wrap to get to the box. They claimed that because i broke the shrink wrap (which was the only way to open them) they could not swap them for the blue ones. They directed me to their website and refund policy. I could not believe it. So what is your message here John Lewis? . If I had bought them from amazon they would have refunded me immediately. I guess the message is to buy online and not from John Lewis. I will never buy from them again. They have lost yet another customer. They say that the high street is dying and this is another reason for this.”

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Posted 6 years ago

“I have a microwave oven that is still under warranty.The engineers have been out twice ,and I am now waiting for a third one.They do not seem to be able to repair it and just keep ordering new parts that I then have to wait up to two weeks for them to come back.i now have been over 4 weeks without my oven. Absolutely disgusting totally unacceptable service .”

Helpful Report

Posted 6 years ago

“I ordered a games console for my grandchildren on the black Friday sale phoned through my order John Lewis have taken 344.00 from my bank but did not process the order now out of stack waiting for a Manager to call me no sign of this happening Thank you John Lewis for all your great service NOT”

Helpful Report

Posted 6 years ago

“Dreadful service. I ordered and paid John Lewis online for an Apple watch series 3 order number 205947329, went to collect it but not delivered as promised, then an email saying they had 'lost' my order, then an email asking me to return the watch, then an email with the guarantee details. Still no watch or refund!!”

Helpful Report

Posted 6 years ago

“Dreadful service. I ordered and paid John Lewis online for an Apple watch, order 205947329 and travelled to collect it from Waitrose as arranged, but not delivered as promised, then an email saying they had 'lost' my order, then an email asking me to return the watch, then an email with the guarantee details. Still no watch or refund!! Case number 10312268 but no reply :(”

Helpful Report

Posted 6 years ago

“Ordered built-in wardrobe and other bedroom furniture. Date given for fitting but then changed 'due to the fitter having left the company'. (Don't they have any others?) Another date arranged and had to change date for removal of existing furniture, decorating room and carpet fitting. Phoned a few days before the replacement date for fitting and told that everything was ok this time. However, on the day, the fitter turned up but the furniture didn't! Apparently the supplier had the delivery date as the following day. So, all of the bedroom furniture disposed of, bare floorboards as the carpet taken up and carpet fitters again had to be put off. Having to live in a total muddle for another week until fitter and furniture eventually arrived together. Submitted a formal complaint and, after much too'ing and froo'ing, eventually told that it had been 'sent to their carpet fitting team to be dealt with'. Why, as the complaint was about a fitted wardrobe not a carpet! Now over a week later and nothing heard. What is going on with John Lewis' administration? Customer service doesn't seem to exist and they seem totally unable to deal with an order properly let alone handle a complaint.”

Helpful Report

Posted 6 years ago

“John Lewis Kingston refused to hand over my laptop to my mother who came into the store as a huge favour to me with the reference number and I.d especially to collect it. She is a huge fan of John Lewis, Sorry WAS and was dealt with really badly. The store refused to call me to check if this was ok and then left her hanging for half an hour until she found a floor manager who couldn’t find an assistant to help either. When I phoned the technical number I had (impossible for myself or the technical call centre to reach Kingston store) they said they would send an email immediately to Kingston for them to call me. It is only possible to call the call centre can only pass on information like robots, impossible to speak to a manager or anyone instore. Kingston said to me when they initially rang that if they sent the laptop back it would be uninsured. The only way I could retrieve it was if I went and collected it. Very inconvenient. When I phoned the next day, i was told the call centre had left my email in a queue and that it had never been sent as they were too busy! It obviously still hasn’t as I’m still waiting for that call and a response to my ini complaint made on the 22nd of November. We are now the 25th... i would advise future customers to look at the trust pilot reviews which are really bad and show how this store has stopped valuing its customers. When I took the laptop in someone was complaining and when I went to collect. There are not enough people dealing with customers in technical support and they are really not very helpful when they finall do. It’s a shame but I certainly won’t be rushing back!”

Helpful Report

Posted 6 years ago

“I have been trying for months to sort out a problem with my roman blind. Photo’s sent by email supposedly not arriving, promises of returning calls do not happen. Telling me ‘the customer’ that there is nothing wrong with the blind. Taking away a perfectly good blind that I was not complaining about..........it just goes on and on. I received a phone call last Friday telling me the blind was going to be repaired then a phone call today saying the manufacturer could find nothing wrong with it and it was going to be returned ??? I have been waiting since 1pm for a manager to ring me back despite a promise that I would receive a phone call. I now have a bedroom with nothing up at the window which we can’t sleep in.”

Helpful Report

Posted 6 years ago

“This is the most useless company in terms of delivery tracking and receiving. I have ordered a mattress on 26th October with a delivery "within 7 working days". It is 22 November and I still do not have it. I have called 10 times already to reschedule delivery which they have not delivered because it was "past working hours", got it rescheduled, said that 22nd until 2 pm is my absolute limit, it is 5 pm now and still no one can give me any clear explanation where my delivery is. This is absolutely ridiculous my granny who is 80 years old will now have to sleep on the floor, let alone myself.”

Helpful Report

Posted 6 years ago

“Appalling ongoing experience with John Lewis Home Furnishings. It’s been a catalogue of disasters since we ordered a bespoke curtain pole and curtains some 6 weeks ago. Their customer service is useless - you will not wait less than 20 mins for someone to answer the call. After 6 weeks nobody, I repeat NOBODY, can tell me the status of my order.”

John Lewis 1 star review on 22nd November 2018

Helpful Report

Posted 6 years ago

“I have an ongoing issue with a carpet being of poor quality. I have contacted the flooring aftersales - the waiting time for them to pick up a call is between 10-20 min and they are only open 9-5 and have never responded to an email I have sent them. I have contacted the customer services team to complain about this and received a promise that the carpet team would contact me in 5 days but have not been contacted nor had any response when I went back to the customer services team to complain of this. This has to be some of the worst customer service I have experienced. I am also disappointed in the product which we paid well over the odds for, thinking that JL is a provider of quality products.”

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Posted 6 years ago

“I bought broadband from John Lewis and the service is awful. I connect through ethernet (no wifi) and my connection has dropped on average every 30 mins. When i connects, uploads are at 0.7mbps! This has been ongoing for 3 days since I first called, but I've been told to wait up to another 72 hours before the faults team will contact me. So at least 6 days before an engineer might come round to take a look Oh, and you will have to wait between 15 and 45 mins to spk to anyone”

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Posted 6 years ago

“Be careful, what you see and order online isn't necessarily what you get and when you question John Lewis about it, you never get an explanation or an apology. 4 weeks and 10 emails on and still no further forward! It is always someone different replying to your email so they don't know what the original complaint was!!!! All they have done is amend their website”

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Posted 6 years ago

“Customer service so bad and slow and staff so simple that it will make you think fondly of the automated phone lines of the early 2000s and your bank's call centres in India”

Helpful Report

Posted 6 years ago

“Home furnishings service appalling. Curtain tracks 4 weeks late and didn’t fit. Turns out they were only reordered when I finally managed to get so finally respond to me. I paid 3 months ago. 45 mins on the help line x2 and I gave up. Emailing their Designer also useless . Just don’t bother.”

Helpful Report

Posted 6 years ago

John Lewis is rated 2.7 based on 2,437 reviews