John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,434 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,434 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 22nd November 2018

SeanYeates

John Lewis 1 star review on 10th September 2018

Mrs F

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago

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

Helpful Report

Posted 7 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 7 years ago

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

Helpful Report

Posted 7 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 7 years ago

“I received a phone call at 16:15 to say that my delivery (due to be delivered in the 11:00-17:00 delivery window) was not going to be delivered today due to an electrics issue in the delivery van. The driver advised that I call customer services to arrange a courier delivery or to set up a new delivery slot. When we called customer services, they said that they were unable to rearrange delivery as the issue has not been registered yet. I asked if there was anything else they could do to help us rearrange as we had already stayed in all day for the delivery and now had to cancel plans for the evening as we had invited friends over for a BBQ which wouldn't be delivered now. The agent put us through to somebody else who explained that the driver actually must have "run out of time" and couldn't deliver our BBQ today which wasn't helpful. We asked if he could try to help us with rearranging a delivery and he said that he would try and would contact us before their 6pm closing time. This conversation terminated at 4.30pm. After not having heard back, I called again at 5.45pm and the agent tried to call delivery to find out why they hadn't called us back to find that they were already closed. The agent put us on hold three times to find out what else he could do to help us but to no avail. He then told us that we would be contacted first thing on Monday morning to rearrange. I work full time and will not be able to take the call and stressed this on the phone but there was nothing the agent could do to resolve this either. Appalling customer service from all three agents I have spoken to today and still do not know when our already paid for BBQ will be arriving.”

Helpful Report

Posted 7 years ago

“Poor customer service, and faulty goods installed which apparently I have to lose work and time to resolve. NEVER AGAIN . £5500 down the drain”

Helpful Report

Posted 7 years ago

“Wish I could give no stars years of trying to have my fitted bedroom furniture installed correctly .customer service even by so called managers appalling . Use at your peril”

Helpful Report

Posted 7 years ago

“Hungarian down duvet costing £110 was almost devoid of filling. Customer Services were, however, very efficient and duvet was repacked and ready for collection within twenty minutes of receipt. Will make sure I see and feel anything of this nature if I ever buy another. Joan Key”

Helpful Report

Posted 7 years ago

“Abysmal delivery service. Poor customer service when trying to solve the problems. No reply to latest email. No reply from so called 'delivery team'. And to add insult to injury the dishwasher has developed a fault.”

Helpful Report

Posted 7 years ago

“I ordered a dress for my daughter's prom online on April 14. Delivery was meant to go to my local Waitrose store that weekend. I received an email on the Saturday that delivery was due to say that delivery would not arrive that day and to await further notification. A couple of days later I received a voicemail to call back. I was told that my dress had been sent to the wrong store , no more stock was available but that they were expecting more stock in a week. So I said i would wait for the new stock. A week later I make contact again and am then told the truth that I will not be receiving this dress. No apology. A refund was promised on 21 April . Only after I have chased this up did I get a refund today 23 May. no apology except to say someone had put a note on my case and forgot about it. Such shameful customer service. I am owed an apology for shoddy service, the fact that my money has been taken and accruing interest in your account/ cost of calls and effort to chase up my money.”

Helpful Report

Posted 7 years ago

“Terrible communication and coordination from their customer service delivery team.”

Helpful Report

Posted 7 years ago

“Terrible company policies, do read all terms and conditions and even then ensure you ask for any further terms and conditions that aren't listed. Example "Never Knowingly Undersold" they claim this to be part of the policy with regards to this but this is noted stated anywhere in the terms and conditions.”

Helpful Report

Posted 7 years ago

“I ordered a dishwasher from them, which was to be installed and the old one removed for an extra 100 pounds(approx.). The delivery team were unable to remove my old dishwasher (they didn't even try) as the cold water feed was a little hard to get to. You would have thought that 100 pounds would have paid for someone with a little bit more knowledge of how to remove and replace a dishwasher. I wasted most of the day waiting for the bad news. I complained to John Lewis and they said there delivery people cant install anything that is nothing but straight forward. Rubbish!!”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,434 reviews