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

“I bought an integrated fridge, fitting included but their fitters couldnt fit it into a standard integrated unit space. The rude, unhelpful customer services refused to rectify the problem.”

Helpful Report

Posted 6 years ago

“Close online John Lewis down. Terrible service. On what planet do they think it is acceptable to deliver a large, expensive item to a block of flats at 9 pm at night in an area with a bad reputation, with not very nice people hanging around my flats at that time of night, what on earth makes John Lewis think they can deliver at that time, are there special rules for John Lewis where they think they can outwit customers and thieves? Staff don't even know who these so called wonderful, magical big bosses are, do the big bosses even exist? whoever runs the company should be sacked. Wake up John Lewis …..”

Helpful Report

Posted 6 years ago

“Ordered a Bosch oven to be delivered to my business address, order confirmed & arranged, received a voicemail the day after the delivery date to advise there was an issue with the order & i needed to call back, called back the next day, to be told they had no record of my order or details yet they had called me on my mobile, rang back today to be told that the order was cancelled because my delivery address had a '&' in it, was told to re-order and remove the '&' & replace with 'and', went onto website to re-order to find out no longer in stock, called them back to advise this as i was told it was showing stock, to be told 'oh yes this is a common issue' well do something about it then & have an alert for certain symbols etc that cannot be used. total waste of time in my eyes, re-ordered my product from else where & will not use John Lewis again.”

Helpful Report

Posted 6 years ago

“Poor service Wrote to John Lewis complaining about non delivery of fridge freezer. After two weeks and received this response, baffling Thank you for sending us your email. We apologise if your experience did not meet your expectations. Here in John Lewis, We provide customer satisfaction we value all our customers. Due to holiday we have bulk orders of the items, and deliver is on going. Rest assured that we will find solution for this matter. For us to assist you further, We will raise your concern, we will transfer your concern to our Delivery Team from them to track you item delivery. Should you have any other concern, please do not hesitate to send us an email. Kind regards,”

Helpful Report

Posted 6 years ago

“John Lewis what has happened to your customer service? I ordered a radio and Bluetooth speaker and on collecting found only one item in the box. No information why the radio had not been included so assumed it would be sent separately. Two days later no communication regarding the radio so I called customer service. I was told it had been damaged at the distribution centre and they would have to investigate why before they could send a replacement. I did point out that what happens at the distribution centre was not my problem and it does not effect my rights as a consumer as the money had been taken from my account and I had not goods. Therefore, a new order should be placed immediately. I was told this was not possible and I could not cancel my order and have a refund. They promised to call in 24-48hrs to update me. No call received. So again called customer service only to be told no update received due to unprecedented calls and orders due to Black Friday and Christmas. John Lewis it is not as if these events turn up unexpectedly you've had 12 months to plan and it is no excuse for poor service and communication. I have now been assured my order has been placed and should receive the goods tomorrow and I should not have had to wait for the investigation. I did lodge a formal complaint online 48 hours ago but have not received a response despite the site stating a response would be received in 24 hours!”

Helpful Report

Posted 6 years ago

“This is the most useless company ever DO NOT USE”

Helpful Report

Posted 6 years ago

“Despite starting the carpet order process in October and being assured it would be fitted before xmas I have just been informed that unless I accept someone else's cancelled fitting appt at 36 hours notice I will have to wait until after Xmas for my fitting. I had to chase them to place my order as the estimator forgot to upload my order, I then chased my carpet order after 2 weeks to be told it had arrived a week previous. Have now found my own fitter but wasted 3 hours on the phone to get the carpets delivered to me and then a fitting refund. Have now found out that fitting is a huge issue and they ate failing customers left right and centre, wish I had known before I ordered. Lesson learnt but hopefully I've warned others”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

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

John Lewis is rated 2.7 based on 2,445 reviews