Name: John Lewis
Rating: 2.65

“Totally inflexible and inappropriate booking method for a repair under warranty. When I first phoned, I explained that I live with a disability and depend heavily on internet for everything. I had the purchase ref. number and paperwork for the HP laptop that had stopped working. But I couldn't see the serial number on the computer. That was Mon. The Customer Service guy on the phone assured me that the laptop would be collected on Wed. and the collector would find the serial number. Wed. -no collection. I phoned again. "Collection not possible without a serial number". This time I did find a number on the charger lead. The CS lady said that it had been accepted and I should expect the repair guys to collect next day. Thurs. Thurs - I phoned twice. First time through (after a long wait) "Collection not possible without a serial number". This time CS person #3 said that they'd put in a placeholder serial number and I should phone back in 1 hour to confirm a collection date. One hour + 40 minutes holding later, I phoned back.. but the person who could book the collection was gone for the day..(4.40pm). Someone from JL would phone me next day .. Yeah. Friday,late afternoon I phoned again. No call from them, of course "Collection not possible without a serial number". Luckily for me, one of my care team came with a loan laptop for me earlier on Fri. and did manage to read the worn out serial number on my own machine ( I hadn't thought of asking earlier in the week). Be warned, if you have poor eyesight or any difficulties then John Lewis systems are designed to cut you off from accessing their repair channels. 2 of the CS team that I spoke to refused to think beyond their script and wouldn't accept a complaint from me to request changes to their processing. The others were ineffective and their efforts apparently reversed by the computer algorithm. JL Customer Service = "Computer says No"”

Helpful Report

Posted 6 years ago

“They sold me a Bertazzoni oven for 3.5K and refuse to take responsibility for it. It arrived with a bent drawer and a wonky temperature gauge, the oven is actually at 210 when set at 150, the grill pan is buckled, the oven spews steam and has burnt my new kitchen drawers, the feet don't work and it wobbles, the delivery men were useless, the engineers wrote it off last week and JL say the guarantee is not with them and cant do anything about it!! They are frequently undersold so why they still use that slogan I dont know. I am protesting with my feet and never going there again. I wish I had read reviews of them before buying such an expensive item.”

Helpful Report

Posted 6 years ago

“They are just incredibly inflexible and it takes them weeks to reply. I’m not exaggerating in the slightest when I say WEEKS to reply one email which I wrote in respond to their email. And then by the time they reply , They have no idea what the issue is and it has to be rehashed again which then it takes another few weeks!! I’ve been on hold for MONTHS. All just to arrange delivery. Because of their inefficiencies, I could even get the sale price that I was promised because it was past the deadline but it’s was entirely their fault for not replying after weeks so what am I supposed to do???”

Helpful Report

Posted 6 years ago

“Purchased two pairs of dr Martin boots from John Lewes online, returned for a refund. They have only refunded one pair if boots, even though both returned!!!! Not sure where to go from here as sent via collect plus who do not weigh items !!!”

Helpful Report

Posted 6 years ago

“Purchased a Toshiba Smart TV in March 2019. Started to experience a problem about six weeks ago with a black flashing box which dominates the centre third of the screen. John Lewis sent a courier a week later to collect it for repair. The first time they spent twenty minutes diagnosing the problem and couldn't find it. It was repacked and returned to me. I duly mounted it back on the wall and switched on. Everything was OK for 4 hours and the flashing black box returned. I duly contacted them and got someone after an hour. Again the courier picked it up a week later and away it went for repair. Received it yesterday and mounted it back on the wall and after eight hours the black flashing box returned. I then emailed John Lewis. Who now don't want to know. As far as they're concerned the TV has nothing wrong with it. They reckon it must be where I live. I have three other TV's which are perfectly fine. So how they arrived at that conclusion god only knows. I have sent them screenshots and a video file to their repair company. I can't do any more. The whole thing has been an absolute fiasco. Very sad to see this in such a great company which has been renowned for fair treatment of customers. I personally, will never shop at John Lewis again. They have lost everything that was special about them. Their five year warranty is worthless. As a company they're all front and no substance. Shop elsewhere!”

Helpful Report

Posted 6 years ago

“The Restaurant, The Mall, Cribbs Causeway My friends and I came to the restaurant for lunch to celebrate our friends birthday only to find that the menu hadn’t changed from previous weeks. The sausage and chips were cold. The beef steak pie had a large lump of fat in it and the peas were very dry. The meal was luke warm. My quiche had tomatoes and veg in it when the menu board stated the quiche was beetroot and goats cheese The accompanying vegetables were black and burned and most unappealing in appearance. The nice lady manager took my quiche back and I had a salad and chips which was fine. This is the second time our meal has had to be returned which unfortunately we had to complain about, very disappointing. Sadly in the restaurant we feel that standards have dropped. Such a shame as we used to enjoy dining at John Lewis...”

Helpful Report

Posted 6 years ago

“In March 2017, Under the John Lewis brand name we purchased a Polish Made Barbican sofa described as Buckskin In fact it was a composite of half- linen, half one buckskin. In January 2018 a seat developed a mark On inspection a John Lewis technician what he said could have a Manufacturing fault. This year 2019 the arm rest developed the same mark/fault This time John Lewis appointed Euromaster their agent called and it was obvious he was either looking for work for his Company and placating John Lewis the upshot is that we are stuck with an expensive £1500 sofa badly described by the seller even down to the back cushion not being memory foam. This trader who walks away from a bad quality item it sold. John Lewis appears to be a very poor retailer We could have purchased 2/3 sofas at this cost from bona fide High Street Furniture Stores”

Helpful Report

Posted 6 years ago

“Broken Bosch fridge delivered, unresolved weeks later 21/11/19 I received a fridge. The bottom was badly broken, unfit for purpose. Several phone calls (following long delays trying to get through) later the situation remains unresolved. Vague email responses. After raising a formal written complaint, they missed their own 48h deadline to respond. Now we are about 1.5 weeks later, and I can't even get through on the phone any more, and my emails no longer receive a response. I have a broken fridge, no refund. All in all - I would not purchase from John Lewis again, even though I recently received a voucher through changing broad band provider”

Helpful Report

Posted 6 years ago

“Broken Bosch fridge delivered, unresolved weeks later 21/11/19 I received a fridge. The bottom was badly broken, unfit for purpose. Several phone calls (following long delays trying to get through) later the situation remains unresolved. Vague email responses. After raising a formal written complaint, they missed their own 48h deadline to respond. Now we are about 1.5 weeks later, and I can't even get through on the phone any more, and my emails no longer receive a response. I have a broken fridge, no refund. All in all - I would not purchase from John Lewis again, even though I recently received a voucher through changing broad band provider”

Helpful Report

Posted 6 years ago

“They are not issuing the refund after I'm returning items. They say it looks like something happened while the items are being sent to them, but they refuse to do anything to solve the problem saying there's nothing they can't do. Just horrible, ridiculous service. This company is not honest and stealing money.”

Helpful Report

Posted 6 years ago

“Bought a Bosh washing machine - delivered faulty - spin didn’t work properly. Got builder to check it and then spent many days holding on the phone trying to get through to report it - finally got through to be told I was one day over the 30 days and now had to deal with Bosch and wait in for their engineer. John Lewis do not care about their customers anymore - they try to wriggle out of any responsibility - shocking after care. Do not be fooled by the adverts!”

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Posted 6 years ago

“I bought a Bosch washing machine and on the first cycle it started making a terrible noise - it was professionally fitted and everything was done properly. John Lewis did not believe me and said I would have to have a visit from an engineer - more time off work and no washing machine which I had paid for in good faith! I bought from John Lewis because I thought they provided good after care - they do not! They should have come and taken their broken washing machine away the immediately and provided me with a washing machine that works! They have provided me with faulty good and yet it is me that is having to arrange for their faulty goods to be inspected and take the time for that to be done whilst they have my money and I have no washing machine! very shoddy and cavalier service”

Helpful Report

Posted 6 years ago

“This doesn’t even deserve a star. I brought an iPad for my son for Christmas in December 18. In October 19 it stopped working, I took it to John Lewis Stratford. I was told I would be contacted in a few weeks. I got a call to say it would cost £289 to fix as we damaged it. My son who has special needs was lying in bed next to me when it stopped working. I was told it was either dropped, sat on or heavy items were put on it. Then when I made a complaint I was told to get a second opinion and that a tiny dent I made 10 months ago could of been the fault. They were making every excuse not to fix or replace it. Then I contacted the managing director Paula Nickolds, who got her colleague to contact me, who still accused me of the damage. So I contacted Paula Nickolds again, but she just ignored me. I am appalled at the shocking customer service I have received. I will never shop at John Lewis ever again.”

Helpful Report

Posted 6 years ago

“This does not even deserve 1 star. Customer service and delivery appalling and disgusting, I am furious and livid, told them not to bother apologising as they don't mean it. Ordered and paid for much needed new washing machine last Tuesday, to be delivered this Wednesday. Received message Tuesday confirming delivery early Wednesday, had sorted my week to be in and unplumbed old washing machine ready. Received message late Tuesday claiming I hadn't paid, contacted them with receipt in front of me. They cancelled my order quick as a flash saying delivery could not take place even though they had confirmed there was nothing 'wrong' with my payment. Said system would update overnight and promised would definitely call me next day and get it delivered before end of week. I told them I needed it by Thursday as I have 7 people coming with small children on Friday for long weekend. I needed time to plumb it in, shop, cook, prepare and look forward to my busy weekend. Received another message to scan receipt in which I did. No phone call, no response from scanned receipt. Had to phone them today, no effort had been made, next available date - Monday! Too late for me now. No washing machine for the weekend. Appalled, disgusted, furious, livid. Shop assistant did not warn me of appalling service, if they had, I would not have given John Lewis a second look. Promises broken. No effort made.”

Helpful Report

Posted 6 years ago

“Terrible service, waited 3 weeks to get a carpet survey, on the day the carpet surveyor couldn’t be bothered to find a parking space, told me John Lewis fitter’s wouldn’t fit the carpet where there was no parking anyway & proceeded to drive off. Left a message for the manager to contact me, received no call back so wrote a letter to the MD Paula Nickolds who rather than e-mail back referred me to a case manager who in turn contacted the carpet surveyors manager. A different surveyor came out to tell me they don’t fit carpet in a common part of a block of flats due to access into all the flats for fitting thresholds, we ascertained there was only one flat that would be an issue which equally could be sorted out, he agreed, measured up & told me he would get a quote to me the following day. I chased up for the next 3 days both the surveyor & surveyors manager, wrote back to the case manager & MD to find out why I’m being ignored, I get an e-mail back telling me they can’t do the job. Wasted 4 weeks of my time, including two site visits. Barely got an apology, think that cake about 3 days later from the case manager. I made it very clear it was for common parts when I originally booked appointment. Had a previous issue with JL & wrote in to Andy Street then the MD, he got in touch with me personally & made a point of rectifying the problem then compensated me for the issue without a request. Clearly things have changed under new management, I could potentially have lost that contract so not an acceptable service, completely unprofessional. There are plenty of carpet companies that offer similar carpets but considerably better service, I thought JL had a good reputation for service, I was very wrong.”

Helpful Report

Posted 6 years ago

“Took 3 months & 3 defective chairs before a suitable chair was delivered. Quality control surprisingly pad and lack of continuity in customer service.”

Helpful Report

Posted 6 years ago

“An awful service, delivery failed to turn up, no update on a text, just a no show, I contacted customer service to sort out delivery and they blamed the delivery company, I did not purchase through the delivery company but through John Lewis. I asked to speak to a manager and I was disconnected after holding ages. I will never purchase again from John Lewis”

Helpful Report

Posted 6 years ago

“Incorrect installation of washing machine and 2 months and waiting for the promised refund.”

Helpful Report

Posted 6 years ago

“NEVER, NEVER buy an applicance from John Lewis. The manufacturers have John Lewis over a barrel when a fault develops. Even after four attempted repairs and a promised replacement they have to rely on the maufacturer for authorisation in order to facilitate the replacement. Never heard anything like it!!!”

Helpful Report

Posted 6 years ago

“Really poor service from John Lewis. I ordered a perfume online to be delivered to my home, however I didn't get my order. Their chosen courier, Hermes, advised me by email that they had delivered the parcel to a secure location, but in fact they had left it in my council bin (on my driveway). The bin was emptied later that day by the council, taking the parcel with them. I raised a complaint with John Lewis, as a council owned bin is not a safe place to leave a valuable parcel. In addition the courier was at fault for advising the delivery was left in my Porch (which my property does not even have!). However I was told by a John Lewis customer advisor that a council bin was a perfectly acceptable place to leave a parcel and as far as they were concerned, they had fulfilled their duty of care. I raised this with American Express who agreed with my logic and closed the case in my favour issuing me a full refund. However it's unacceptable that John Lewis would not process a refund when their courier was clearly at fault. I expected more from such a well known high street brand.”

Helpful Report

Posted 6 years ago

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

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