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

“Awful service offering white goods they haven't got in stock and don't materialise from their suppliers. Wasted a month trying to remain loyal to this bunch, ao delivered same product in two days and far better service, couldn't do enough. Sorry John Lewis, all my family have shopped you for years but not my first choice next time in fact a big avoid.”

Helpful Report

Posted 8 years ago

“I purchased 3 items from John Lewis in January to complement my new kitchen. One of the items was a tumble dryer which was smashed ( and I mean smashed not dented) on arrival. I had to severely complain to get it replaced. Another item was a Panasonic microwave. Imagine my horror when after only 5 months of use the protective coating came away on my cloth as I wiped inside. I reported this to John Lewis. They proceeded to imply that this was not their problem and I should deal with Panasonic. They had Panasonic and a repairer call me. What! ? My contract was with them as my retailer! I have had to go out and buy a new microwave as I have refused the "repair " due to health and safety concerns. I have therefore lost money and time wasted on John Lewis. Moral... Don't buy electrical items from this retailer. I gave one star because the staff on the phone and emails are polite. Here is where the story ends.”

Helpful Report

Posted 8 years ago

“My daughter ordered a mattress foe when she moved into her new house,. She received a confirmation call confirming the date and time great! BUT The mattress didn't arrive and when she called to find out what was happening, they said it was never booked infordelivery. The earliest they could deliver would be the following Monday as they couldn't get it delivered next day. My daughter was working 8am to 6.30 pm and wouldn't be at home on the Monday. It spoilt her excitement about moving and having all her new things. She was so cross she cancelled the order. After calming down she reordered as it was the mattress she wanted, only fir that delivery not to happen. The reason given was that as she had cancelled the original order the money would be refunded and when there wasn't enough in her account they didn't tell her even though the refund hadn't reached her account... 3rd try after confirming the additional payment the scheduled delivery date and time was given. Again she received confirmation calls but yet again no delivery, after working a full night shift and staying up all day for the promised delivery, fuming doesn't cover it. John Lewis apologised, gave her free delivery and a credit note for £30 and reorganised the date and time for delivery and guess what... No Mattress , the depot called to say it hadn't been sent so they couldn't deliver it. Aaron at the depot said he would try to get one out but wasn't confident he would be able to I rebooked for the following Monday. That date has been and gone and now my daughter has cancelled the order. What has happened to the communication between sales and the depots. We are going to replace our mattresses but we will NOT be going to John Lewis. Very disappointed, used the stores fir years but sadly no lnger”

Helpful Report

Posted 8 years ago

“I cannot say what I feel about John Lewis- the webform won't let me! On Friday I bought and paid for a £600 mobile phone on JL's internet site and was assured by their email that it would be available for collection @ 2pm Saturday. It involved a round trip by car of c. 2hrs. When I arrived, I was told it had not been sent but JL had taken the funds from my credit card. When asked what JL proposed, all its customer services could suggest was that I make the same trip the following day (and presumably the day following that , until it arrived) pay another £600 in the hope that they would honour a new order (Like any good internet fraudster would) or cancel and hope they would eventually return my money. Until then I would be without a working mobile phone. JL did say they had tried to contact me on my mobile, but you would think that some bright spark would realise that if I was buying a new one from them, the old one might not be working properly - but no. They promised to call me back - I am still waiting. I hope I have not been duped, but all the signs indicate otherwise but IIIIII have I have learnt not to trust anyone with a slogan 'Never knowingly undersold' when they have sold exactly nothing to me, and for £600. I think anyone would have 'nothing' to me for less.”

Helpful Report

Posted 8 years ago

“Asked customer relations for help with a product but their response was totally useless. This company has lost its way.”

Helpful Report

Posted 8 years ago

“A John Lewis customer for some years, I feel let down at the totally negative experience with the non existence after care and customer service of my last purchase. Not the smallest or cheapest item, being a deep freezer which after ONLY weeks was faulty. However even after reporting the faulty freezer, its not just the product but the items which could cause sickness if not correctly frozen, and also sending photos.... a TECHNICIAN arrived, looked into the freezer, took more photos (in a grudging doing me a favour way) and since then nothing has happen. It seems that once John Lewis have your payment, then its tough for you, and the 2 year warranty isn't even worth the effort of reporting as they DO NOT CARE AT ALL. My last deep freezer lasted 11 years as I carefully look after my possessions but I would not recommend this John Lewis product which is a John Lewis branded item, or the diabolical after sales service. Only wish I had kept my old faulty deep freezer which though faulty was expected being so old. Presently waiting for illness from incorrectly stored FROZEN FOOD.....thanks for nothing John Lewis”

Helpful Report

Posted 8 years ago

“customer service is awful despite their reputation.”

Helpful Report

Posted 8 years ago

“After service is appalling.”

Helpful Report

Posted 8 years ago

“Most unhelpful customer service, cost John Lewis of Newcastle upon Tyne the sale of an Apple Mac Air laptop. On Friday 7th July we were shopping for an Apple Mac for my daughter for university. After visiting a couple of stores in which we had researched and confirmed prices we decided to visit John Lewis. On arrival we were directed to an older sales person, we told him what we wanted to purchase and the prices we had been quoted. When he showed us the model and price we advised that Fenwicks had them on offer at £100 cheaper, however we said that we knew they price matched, so didn't think this would be a problem. He was very arrogant and rude in his response as he advised he could not ust accept what we were telling him and automatically price match, but that he would have to send a member of staff to check the price when they had time. We replied that we would expect him to check but surely they had a quicker way of checking than that, an how long would that take. He just kept re-iterating it would be done when and if he had time. He continued in this rude manner and was quite curt when my daughter started to ask in-depth questions regarding the appliance. It was as if he were trying to be clever or just couldn't be bothered with us. After a further five / ten minutes of trying to engage with him we decided to give up and told him as he obviously couldn't be bothered with us we wouldn't bother him any further and that we would just return to Fenwicks. At this point he just walked away. We went back to Fenwicks where they couldn't have been more helpful, spending the time with my daughter to ensure she was buying the right product to suit her needs. I guess the motto of this tale is that I would advise people not to bother with John Lewis if you value the customer service experience and go to Fenwicks instead. Very very very disappointed!!”

Helpful Report

Posted 8 years ago

“DREADFUL! I bought a fridge freezer online. I accepted there would be a delivery lag as we are not on the companies main routes. A couple of days after placing the order, I was contacted to advice delivery would be by DX and it would be fully 14 days after order for delivery!!! I wrote and complained to Chairman and MD - email was chanelled to a logistics rep for resolution - with no indication the senior people bother to read complaints. His attitude I found to be complacent and arrogant. In essence: I should have read all the small print. Take it or leave it. Waiting 16 days for a 3rd party is perfectly acceptable. There was a distinct reluctance to try to improve the delivery time - which was not made clear enough at time of order. To be without a fridge that long is not good. Eventually the item was delivered - very professionally by DX - after 14 days. MEANTIME, I bought online a heat pump tumble dryer from ao.com - placed the order at 6.30pm, item delivered the following day at 10.00am! Great value and service that impressed at every stage. Great price, great coms, a prompt and tracked delivery servicxe and charming men...what a contrast! I received an email from the John Lewis logistics rep asking if all was OK. - the same day I had taken delivery from ao.com. I replied at length saying I was still unhappy both with the service, his attitude, and that attitude and arrogance, and way my complaint had been handled. I contrasted the JL experience with ao.com. I also asked for my email to be sent to the directors who I had sentr my initial complaint to so they could see how their service compared with ao.com ASTONISHINGLY I received a curt, arrogant complacent reply from said rep - NO he would not send his seniors my email - indeed any further email I sent would not reach them and would be directed his way. he was trusted! I would say it appears JL seniors do not want to be bothered with unhappy customers who want to give legitimate feedback. The icing on the cake - the rep defended JL and their 16 day lead time as saying essentially ao.com were not the same - not as wide a range etc....WAKE UP! So I shall be posting my John Lewis experiences widely until someone decides customers are worth listening to..... Meantime - a little less arrogance and a lot more humility would not go amiss. Happy to be contacted by someone who actually cares in JL.”

Helpful Report

Posted 8 years ago

“i brought a £950 laptop off of them, in a year and a half it has gone wrong 3 times and had to be taken into repair. the first couple of times apple fixed it no problem, the 3rd time apple sent me to john lewis to get it repaired under guarantee as the part needed would cost around £400. when it went into john lewis, they rang me up 2 weeks later saying £400 must be paid as it was liquid damage, however this had never been mentioned by apple. the customer service was nothing but horrendous with constantly rude staff. after ringing up and emailing we decided to get the unrepaired laptop back to the store as john lewis were very unhelpful and so we decided to go elsewhere. when we got the laptop home, we tried to turn it on on the off chance it would work, and so it did, perfectly. therefore john lewis tried to get me, an 18 year old to pay £400 for basically no reason, i am so glad i didn't pay it and will never be going back to john lewis again!!”

Helpful Report

Posted 8 years ago

“In A Nutshell - John Lewis Plc/ Ltd - Do Not Purchase Electrical Items For The Following Reasons:- (01) Poor Customer Service. (02) The 5 Year Guarantee Is Worthless. (03) Faulty New Equipment Packed In New Boxes. (04) Faulty Equipment Is Blamed On Customers. (05) They Advise To Collect Through House Insurance. I Took Them To Court And Won.”

Helpful Report

Posted 8 years ago

“they were unable to assemble a pre paid barbecue for delivery because the parts were faulty,and were unable to deliver it for the party planned that weekend.My wife had to chase them up as to what was happening.Eventually a phone call received earlier this week inquired had the BBQ arrived,although we had received no information that it was coming,which of course it had not.I was then assured it would be delivered today,and I asked the gentleman to make sure it was assembled.the unassembled box has just been returned to Lewis,but not the faulty BBQ which they had come to collect,which we had never received.I have now been assured that the assembled BBQ will arrive next Wednesday and offered £50 compensation for the inconvenience which is reasonable but does not excuse the unbelievable incompetence which we have been subject to.”

Helpful Report

Posted 8 years ago

“Order and pay installation for REPLACEMENT of previous John Lewis washing mashing and because it is in the shower room ( isolated in a separate cupboard ) refuse to install it. Those delivery guys are crooks !!!”

Helpful Report

Posted 8 years ago

“Poor delivery time all day with a mere 10 minutes call before arrival. Plumbed in my washing machine leaving a leak.I report it then you have to wait for a call back the next day. More than 24 hours later i get a call whilst driving and they do NOT CALL YOU AGAIN. I again had to phone . The machine poor and my laundry ruined I'm still waiting for an engineer to come weeks on. It is not usable .I replaced this with a perfectly good working machine .”

Helpful Report

Posted 8 years ago

“Lots I have made a review on trust pilot re a washing machine .However The delivery and installation very stressful. I'm a main door house with a path and garden . However on my public pavement outside used a lot by lazy dog owners not cleaning up they unpackaged my machine on the pavement outside my home. The connected the machine and it leaked .I called customer service and the next day whilst driving they called me .They do not attempt to call you again.I had to call them. You get a very long time slot and a mere call 10 minutes before they arrive .”

Helpful Report

Posted 8 years ago

“poor customer service and poor result on online shopping.”

Helpful Report

Posted 8 years ago

“Ordered a chest freezer which when installed did not work. Only found out a couple of days later with a full freexer defrosting. Very poor and unsymathetic response and unable to replace for nearly a week. Lost the majority of contents and unwilling to compensate for my lost as my houshold insurance did not cover loss, It was not a breakdown as it never had workd correctly. Eventually wrote personally to the Chairman but was told he would never see it by Customer Service Manager as it would be intercepted. Eventually got £50 which only covered a small part of the lost of contents. I will after 50 years of being a loyal customer not be using them again. It is the senior mangement that are the problems with the outsourcing of services to some of the known poorest performers in the field.”

Helpful Report

Posted 8 years ago

“Horrible online experience, they won't call international customers. Charges and sizes are not clear.”

Helpful Report

Posted 8 years ago

“Arranged delivery of fridge freezer, with disposal of old one. Advised them there was a set of 7 steps and to let the delivery driver know so they come prepared or with an extra person. JL pass the order to their supplier (they are acting as drop shippers) Hotpoint. We wait for a week for delivery to be arranged and then a further week until it can be delivered. On the day of delivery (Friday) the lorry turns up with only one man and they are unable to deliver due to the steps. Which we had told them about. Though they do offer to leave it at the bottom of the steps for us and not take the old one. We are told we have to wait for the driver to return to the depot later in the day and they will re-book delivery. After hearing nothing Monday morning, I phone at lunch time to find out what is happening. I am told by Hotpoint that the fridge freezer is now out of stock and will be approximately 5 working days to come back into stock. Amazing as it was at my front door on Friday and after booking back in, they have sold it to someone else and I am now expected to wait a week or two for a fridge freezer ordered 2 weeks prior. Hotpoint couldn't give a monkeys and just offered me an address to write and complain to. John Lewis said there wasn't anything they could do and offered no alternatives. They even suggested they would be happy to cancel the order if we could find one elsewhere. They showed zero interest in my custom! Order cancelled, purchased through ao.com who have the item in stock and delivered the next day. Avoid John Lewis, we paid a premium for what we thought would be great service. Wrong! We will avoid using John Lewis stores or online in future as they clearly do not value our business.”

Helpful Report

Posted 8 years ago

John Lewis is rated 2.7 based on 2,445 reviews