John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,441 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,441 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

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“I normally use Co-op Electrical, a company which I'm very much happy with. However they did not do the particular Tumble Dryer that I wanted. I reluctantly went to John Lewis owing to the bad reviews on here. However, I did my research I checked the response times on their customer care and technical support lines, the calls were answered in a matter of seconds in two occasions and on the other 9 times I phoned (at different times of the day), averaged around a minute, apart from on one occasion when it was a few minutes, I guess around 6 pm is a busy time for them. They were offering a 2 year extended guarantee free of charge (although their extended guarantee's are a little more expensive than Co-op). They told me when they were going to deliver and they delivered on that day, they phoned 20 minutes before as promised, the delivery lads were polite and professional and they also even took the packaging with them”

Helpful Report

Posted 8 years ago

“Bought LG 49uh770v tv on 4th september from Tunbridge Wells. Looked great when hung on the wall and happily stared to watch it. After a few weeks i noticed a block type shadow on the screen when i came to dark scenes. Thought it may have been my viewing angle as the tv was wall mounted, but it wasent. Then i checked the viewing source, this was ok. Then i compared in Currys on a new tv and that looked fine. Unfortunatly i then had to be out of the country for just over a week and approached JL upon my return. Now due to my poor timing and being honest that it was faulty, i could not take advantage of JL's 30 day no quibble returns.. so JL arrange for an engineer to arrive on the next Saturday to take a look. Friday morning @ 7.50 am whilst at home in bed ill, i had a call from the engineer saying he would be round in 1/2 hour??? so what happened to saturday. The engineer looked at the picture and said the back light was faulty, but lg would need to be consulted. Why i asked, but no real answer was forthcoming. he then left and said a report would be filed. 1 week later i heard nothing, so i chased. Apparently not report had been filed! but was assured this would be recitified. Another week passed and still nothing. I rang again only to find out the report had been filed wrong and i should phone back tomorrow. After a couple of angry calls and emails i was finally told to contact LG. Why should i have to do this when i purchase from JL. So i contact LG and explanin the whole situation again because JL had NOT FILED ANYTHING. LG then asked for photos of the problem so they could see what the engineer my need to repair. Pictures were sent, But tLG couldnt see what was wrong with different shades of black running across the screen in blocks...lol And they tried to convice me it was normal. So they asked for more photo's, so i have now sent the a short movie showing the fault. As yet they have yet to sort the problem or even send an engineer out ( 9/11/2016). This is now 2 months into the purchase and 4 weeks since reporting the problem and still LG and JL are giving me the run around and no repair or replacement in sight. What ever the outcome of this i know 2 things.. do not buy LG, as life is far from good with their shoddy products (son's LG G5 lasted 2 weeks ) and JL have lost all crediability, and not what i was expecting from a store like this. You may as well take your chances and buy online. Rant over for now....”

Helpful Report

Posted 8 years ago

“My niece ordered an Apple Macbook Pro online on Sat 29th with delivery to a local store on Monday. She received a confirmation email from John Lewis confirming the order and delivery for Mon evening. On Monday she had an email telling her that there was an issue and could she call, which she did and was then told she had to answer some security questions. When she questioned this she was told it was due to a technical issue with their system and she did not actually need to answer the questions. She was then told that because of this the order would be delayed to which she replied that this was ok as long as the price that her order was confirmed at would be honoured (Apple had put all their UK prices up this week). She next received an email telling her that because she failed to answer the security questions her order had been automatically cancelled. She has talked to a supposed senior sales manager but has not been able to get a decision to agree to honour the order at the price confirmed and has not achieved a call promised last Friday from this sales Manager. It appears that John Lewis is not interested in customer service, rather they are trying to charge the new price for an in stock item through poor sales practice.”

Helpful Report

Posted 8 years ago

“Dear John Lewis Customer Care Reference:84525216 On 10th July I placed the attached order with you for a wardrobe fitted with 4 shelves and two rails, plus two packs of three shelves for which I paid in advance. The wardrobe with 4 shelves and two rails was fitted, plus one more shelf. The remaining 5 shelves have still not been delivered. A specific time for delivery was agreed (8 weeks) that has not been met. Under the Consumer Rights Act goods must be delivered within the timeframe agreed with the retailer. As this delivery date has now been missed, you have failed to fulfil this statutory requirement and are therefore in breach of contract. In accordance with the Regulations I have already provided you with a further reasonable deadline by which the goods had to be delivered. I consider our contract at an end, as I am entitled to do under the Regulations, and will expect you to refund me the full purchase price of 5 shelves £122. Yours sincerely David”

Helpful Report

Posted 8 years ago

“Bought a phone which broke under warranty. Due to me living in channel islands, I couldn't go to any store, so I had to take care of everything online. After sending the phone to Southampton they gave me a 1 month period o which they would fix it. After 1 month I called again to which they said it would take up to a month, again. In the meantime the phone arrived, in a box with the letters BER written on it, which I later found out to be Beyond Economical Repair. I went ahead and still opened the package, and suprise surprise, the phone wouldn't even turn on. After calling support they said they would call me in a week. They didn't. I called again. They said they were going to get back to me within 48 hours. They still didn't. I called once again to which the person behind the phone actually tried to have my case fixed, and called a branch to call me back and arrange something. I get a missed phonecall but it goes on my voicemail. It states that I have to send the phone back so that they can (and this is the fun part) check the fault and if it is the same fault as when I sent it back the first time. I get sent a phone back still damaged and they have the nerve to say they are going to test it again. On the following week I get a phonecall to arrange the refund (only took 3 months!) but couldnt pick up due to my spare phone having its screen damaged. I call back on a friends phone and make sure to say that I can only talk with the phone and phone number that I'm currently using while talking to them. But my friends balance ran out before completing the call (now I admit that I have a bit of fault on this, beside the part where they put me on hold 7+ minutes and burn my friends balance. Since communication is a great part of the John Lewis moto, they go ah9ead and call me on the number that is on the phone that I just said that I couldn't use. Now I have to wait til I get a working phone to call them back and this is still ongoing.”

Helpful Report

Posted 8 years ago

“Atrocious customer service spent half an hour on hold as they were unable to find the orders on their system then got disconcerted and has to explain it all again and was again on hold whilst they struggled to find my orders hopeless and incompetent”

Helpful Report

Posted 8 years ago

“John Lewis has got the worst customer service you can think of. The staff are very rude and if you try to call them, the calls goes through call centre who has got no clue about the company policy”

Helpful Report

Posted 8 years ago

“Awful delivery service and customer service assistance. Completely unexpected from John Lewis. I ordered two separate orders with a total value of around £1,500 and specified delivery on a certain day, which involved me taking a day off work to receive the items. I was delivered a wardrobe door instead of the storage side table that I had ordered from one batch, and the second (DPD) batch was missing three of the six items in my order. Trying to arrange redelivery has been a nightmare, having to speak to at least half a dozen phone operatives and trying to explain the issue each time. I was promised various call backs which never materialised. I have now managed to organise re-delivery of the missing items for the following Thursday (almost a week later), but was not offered a convenient delivery time which has meant that I have had to take a further day off work in order to take delivery. DPD's excuse for failing to deliver three items was that "they didn't have a large enough vehicle" which was patently untrue considering that the same order contained a 2mx3m rug which was in fact delivered. John Lewis have failed to offer any explanation whatsoever for their delivery mistakes. Genuinely awful experience with them, very inconvenient and frustrating, and my customer service complaint has not been dealt with adequately (I have received an email reply basically saying "your items have been delivered now, so we hope you're happy).”

Helpful Report

Posted 8 years ago

“I bought two laptops, though they were cheaper in currys and Tesco because I like the 2 year cover and the price match promise. John Lewis failed to keep the price match promise and the 2 Lenova laptops, which were apparently quite old stock have pitifully poor batteries built in batteries. Complaints made several times but passed over and ignored.”

Helpful Report

Posted 8 years ago

“ordered a fridge freezer three weeks nothing got money back stay away from john lewis won't buy from john lewis again stars 000”

Helpful Report

Posted 8 years ago

“What has happened to John lewis !! 3 years ago I was praising John lewis for customer service and delivery service to waitrose stores , now f you pay by paypal you have to jump through hoops to get refund , customer service are not very helpful, in fact to get my refund on two items I had to contact head office for support . I did get my refund ( also apology and buch of flower ) I now try not to order from John Lewis if I can find else where , I don't know who deals with refunds by paypal at John Lewis - somebody needs to look at what they are doing !!”

Helpful Report

Posted 8 years ago

“Bought a Lenovo laptop online from John Lewis, purely because of the extended 2 year warranty they give. Had it for 13 months and the screen stopped working, so phoned their tech support who confirmed it was in warranty, and diagnosed a faulty connector from the screen to the motherboard. They come loose all the time, apparently, should be a quick fix. I connected the laptop to an external monitor and it worked perfectly, so its definitely a screen problem. After a week I got a call from tech support who said there were multiple problems, various parts needed, and as they believed there had been water damage my warranty was invalid. If I want them to fix it they want £220 plus VAT. I'm the only one who uses that laptop, and there's never been anything spilled on it. I told them I won't pay anything, and I'll be sending it in to a local repair shop in town for a second opinion. I'll lay odds there wont be any water damage and it'll be a quick and simple fix. What's the point of a two year warranty if they wont honour it? I'll never buy anything from John Lewis ever again.”

Helpful Report

Posted 8 years ago

“The delivery arrangements to the customers home are awful. I waited in from 2pm for a mattress which arrived at 9pm. When I checked with John Lewis they described this as a 'standard window'. Apparently they can give more specific times - at a cost.”

Helpful Report

Posted 8 years ago

“I am currently trying to resolve an issue with J L at the momemt, have been on the phone to them repeatedly, and have not revieved the promised call back within 24 hours as promised, so far 3 times. I will update with further details in due course, as this has yet to be resolved, but so far I am very disappointed with how their customer service has dealt with things. I have always considered Jl as a first choice store when considering purchases, not any more. I am strongly considering a complete boycott and returning my partnership card in pieces, I expected a lot more from them. Update to follow”

Helpful Report

Posted 8 years ago

“Firstly wardrobe delivered was damaged therefore requested another to be delivered. I was told this was only happen if I was to pack down the damaged one and tie it together which I was unable to do. I told them this was not possible and spent an hour on the phone trying to negotiate a solution. Due to this I decided that it was just easier to keep the damaged one so cancelled the replacement. Couple of days later check my bank account and John Lewis have taken the full amount of the wardrobe off me again leaving me with no money in my bank account. Informed by John Lewis that a mistake had been made and the money would be refunded in 3-5 days. Not a good enough answer for me as I had no money for 3 days. Appalling customer service especially when the customer has been so badly inconvenienced. Funny how they can take money off you so quickly but not able to give it back quickly. As I had spent so much time phoning them I requested to be called back as it was my phone bill only to be told that outbound calls could not be made!!!. I'm never ordering from John Lewis again - definitely lost it's 5 star customer service standard.”

Helpful Report

Posted 8 years ago

“Awful service and attitude from delivery men. - Delivery failed to arrive within promised 4-hour slot and I received no call to explain. - After I called John Lewis, the delivery man finally rang two hours late and was rude when I said it would take me a few minutes to get home. - When I arrived at the property, the two men were initially reticent to take the two wardrobes I'd ordered upstairs and complained that they were heavy. They then made it clear that they would not take the chest of drawers I had ordered upstairs, so I had no choice but to have it left in my living room and to take it upstairs myself piece by piece. I really hadn't expected this dreadful service from John Lewis - rude, late and lazy deliverymen and no apology for the inconvenience.”

Helpful Report

Posted 8 years ago

“I have to say the service at John Lewis in Milton Keynes few weeks ago was incredibly poor! The Staff couldn't be bothered to look for a smaller size coat for my daughter in their computer, sending me back & forward from the till to their little useless desk were they apparently couldn't help or even move from to do the searches on an other computer just in front of them!And the girl didn't understand why I was so annoyed! However, a lovely lady called MARYANN asked me if I was ok when I was moaning while leaving the shop in the escalator. Maryann took the time to find a computer, do the searches for the correct size coat, went in the stockroom & found me the coat I wanted! If it wasn't for her kind rescue I would have certainly left the £50 kettle I had in my hands and the £40 coat too because I had the wrong size! So I WISH TO ANY SHOPPER A MARYANN on their way out! THANK YOU SO MUCH AGAIN, John Lewis should employ more employees like you on the children floor PLEASE! Because between the scream of the children and the unhelpfulness of the staff I couldn't wait to escape the chaos and run very fast!!!!”

Helpful Report

Posted 8 years ago

“We bought a ZANUSSI Freezer in June 2016. It lasted 3 months before breaking down. Service Engineers don't work at weekends so we lost a full freezer of food. We wanted to return the product but John Lewis insisted that it be repaired, it will take several days to get the part and not sure when the repair will be completed. Customer Services were very unhelpful and appeared to be repeating a pre written script! John Lewis are just the same as any other company now.”

Helpful Report

Posted 8 years ago

“Great freezer for the price, but I phoned customer services before ordering this freezer to check the hinge was on the right as indicated in the pic.after reading the other review, the person I spoke to said she would phone Beko to confirm, she then phoned me back to confirm the hinge was definely on the right, when I got the freezer, yes you've guessed,it was on the left, someone at John Lewis needs to get their finger out, this is not good enough.”

Helpful Report

Posted 8 years ago

“Not only have thy managed to take 2 X the amount from my account and fobbed me off on resolving it, they managed a no show on delivery. Customer service is shocking, they point blank lie, I work in custome service so know all the typical lies. Shocked at the service from such a big business”

Helpful Report

Posted 8 years ago

John Lewis is rated 2.7 based on 2,441 reviews