John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,440 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,440 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

“Really disappointed!!! Not recommended I've been in the UK for about 4 years. My experience with John Lewis is the most horrible, annoying, bad experience. Especially with their online customer service . One minor thing could be considered good is that they answer quicly, but they can't find any solution. An item that I bought online was delivered by Hermes to the wrong address or disappeared and after five calls in two days nothing has happened. My item still missing and whenever I call again they say the same story the same bla bla....My First and the last experience with John Lewis as I don't need any further headache!!!”

Helpful Report

Posted 8 years ago

“I ordered (no: 105612423) a washing machine and selected a delivery date. Waited one week for my delivery date to arrive and arranged a family member to stay in for collection. I even called up twice during the day to confirm delivery will be taking place, customer services confirm this. Then at 7pm I call up again, to be informed a third party will be arranging delivery. I call up the third party who know nothing about my pre-arranged delivery date and now want me to commit to another date the following week. Complete shambles. Over a week without a washing machine to then be messed around. I really did expect better from John Lewis. In future I shall be taking my business elsewhere.”

Helpful Report

Posted 8 years ago

“Having always shopped at John Lewis, safe in the knowledge that if ever I had a problem with any goods purchased, it would be resolved. However, this is no longer the case! Having spent thousands with John Lewis over the last 2 years alone, having completely refurbished my property from scratch, I thought that when a problem with an integrated Zanussi Fridge/Freezer purchased last year occurred a few weeks ago, that the problem would be dealt with and resolved. How wrong was I? The engineer visited and I was told that the circuit board was faulty and he therefore, replaced it, but said that in order to complete the repair, I had to defrost the entire unit for 24 hours with both doors open. So, what happens to my food you may ask? It gets spoiled, that's what! John Lewis accept NO responsibility for loss of food in a fridge or a freezer as it is stated in their terms and conditions that they accept no liability for this. This is what a particularly ignorant individual in their customer service team, Gurmet, who, in her droning, monotonous voice kept repeating as if she was some sort of robot. Her only advice to me was that I defrost it when I have less food in it! What sort of advice is that? She continually talked over the top of me and would not listen to what I was saying because as far as I am concerned, if a product is under guarantee, the consumer should not incur any loss whatsoever - regardless of their policy. Sometimes, it is just common sense to waive such ridiculous terms. She also kept harping on that their terms and conditions complied with Trading Standards. Not sure, in this instance, how accurate that is. I also asked what if I didn't defrost the appliance and her answer was "well, the engineer will have to visit again". Eventually, as I felt like punching this condescending idiot, I hung up and since then, I have sent two emails, but of course, to date, they have been ignored. So, anybody thinking that John Lewis is a safe bet to purchase any goods from, I strongly advise you to think again. They are utterly useless! I expect they'll reply and repeat themselves again regarding their terms and conditions, or they'll complain that I've used an individual's name. Why, I don't know because this is a review site and any seeing as John Lewis do not reply to my emails regarding a complaint about a staff member, then they should be named and shamed on public review sites.”

Helpful Report

Posted 8 years ago

“This company really needs to wake up. They are stuck in the last century and still being kept afloat by people who like to pay top dollar for a poor service. They cannot deliver on time as they seem to only work Monday to Friday. A Saturday does not seem to count for a working day at the distribution department. I will stick to Amazon on the future.”

Helpful Report

Posted 8 years ago

“I.placed an order on 28.12.2016 for a double divan bed and the order was confirmed and I was given a delivery date of 05.01.2017, I then received a call on the 04.01.2017 to say that they could not deliver as they have no stock and that I needed to contact John Lewis.com? I found that a bit strange as I had placed the order thru the Liverpool Store. I then called John Lewis .Com and guess what they couldn't help as the order was placed in store . I then had to wait a further 3 hours for a call back to be told that something has gone wrong (obviously). I was then told that I would have to choose another item and If it was in stock they would try and deliver on the arranged date,as I needed the bed delivering before the weekend as I am moving into a new house I had no alternative but to choose another bed (not the one I wanted) appalling service.”

Helpful Report

Posted 8 years ago

“I've been promted to write this review after the terrible service received regarding an order my brother placed for my Christmas present. An email was sent confirming the items were due to arrive in the Abingdon branch of Waitrose on the 28th of November. On the 28th of November the order wasn't in store and they had no record of the order. Nor was it in store the next day ( and on a third occasion they tried lying about 'being too late to collect it'.) I contacted customer services with the order number but they 'could only deal with the email address from which the order was placed.' When my brother contacted them, the response was priceless 'someone could have contacted you to tell you that there was a problem processing the order - you'll have to cancel and reorder.' No thanks. I wrote another email to which I received no reply. Appalling.”

Helpful Report

Posted 8 years ago

“So we order a TV before Christmas on the #JohnLewis website, they sent us an email and text message confirming that the TV will arrive on the 30th of December 2016, between 7am and 2pm. No TV arrived in that time slot, so we called them and they said TV is out of stock!! They failed to notify us in anyway. The TV is now not available and will not be back in stock. They didn't care that they had made an error on their end up in a major way. The customer service standards are so poor. Well you just lost a valuable customer #JohnLewis we will gladly take my money elsewhere!!! #JohnLewis #JohnLeiwspoorservice #JohnLewisbadattitude”

Helpful Report

Posted 8 years ago

“Purchased a sports shirt today and asked if I could pay contact less, 'no, we don't do contact less, most of our customers spend more than £30' oh dear, I must be a cheapskate!”

Helpful Report

Posted 8 years ago

“The worst! Guaranteed delivery before Christmas, by them and equally as bad delivery service Hermes. Nothing arrived. Made two 20 minute calls from the USA to two idiots. Then received an email wanting my CC details. No refund, no product. That's it.”

Helpful Report

Posted 8 years ago

“Only giving john Lewis 1 star because a no star rating was not available . Ordered Jean Paul gaultier perfume on 6th December 2016 , after repeatedly checking the tracking feature of my parcel (which said on it's way to courier) I eventually phoned them in the 18th as my item had not arrived in the 5 days it stipulated on their web page , the operative had no idea where my parcel was weather it had been delivered or lost . I was told the following day the courier , Hermes, would contact me to arrange delivery or tell me wot was happening . Gues wot ... Nothing so I phoned john Lewis again , no help wots lever again and by this time the product was out if stick so I could have another delivers , I had no option to have a refund . Their left hand doesn't know wot their right hand I'd doing , between john Lewis and Hermes the outfit is very disjointed and it seems no one wants to take control once they have ur money . A very poor service from a company which seems to have a very good name for itself , but after this experience I cannot see why .”

Helpful Report

Posted 8 years ago

“Bought £1500 worth of TV and stuff, delivery arranged for 2-9pm one day, but at 8pm (1 hour before deadline!) they phoned to say unable to deliver. Wanted me to re-schedule or cancel, after I had waited in the whole afternoon. Also I had already removed old TV from wall, so left without TV and a messy living room for whole weekend. Eventually delivered 3 days later. Should there not be some compensation? JL refused any compensation, and seems to think that just because they delivered a few days later there was no breach of contract. Nothing on goodwill either.”

Helpful Report

Posted 8 years ago

“I called to put an order in for few Christmas hamper on Friday night, the lady who picked up the phone sounded like a 5 year old, over duration of 40 minutes( while I was paying 30pence a minute) she kept on making a mistake and appologising for it, to the point that Amex stoped my card because of all the suspicious activities on the card, I asked to speak to the manager snd she said there are no managers available!!!! Now I have never experienced such poor service in my life! So at the end I went to another company and they were more then happy to take my money! My advice is try somewhere else before you try John Lewis!!????”

Helpful Report

Posted 8 years ago

“Why can't I award zero stars? JL third party supplier team in Motherwell are the rudest bunch of people I have ever had to deal with. The fact that they have delivered a fridge freezer that looks like its been attacked with a hammer is beside the point; I accept that accidents may happen between the factory and delivery and goods may need to be replaced. But its the total lack of interest or understanding from JL that is impossible to accept. Don't have a fridge freezer over Christmas? Nothing to do with us even though we took your cash in November! They have put every hurdle possible in the way of sorting this out: Samsung is closed; we need pictures of the damage; we need a serial number; the team you are dealing with are having Christmas lunch! I have made tens of calls, been told they will call be back numerous times which they have repeatedly failed to do, and generally fobbed off by this so called customer service team at every turn. Now its the weekend before Christmas and as that is a busy time of year they can't do anything this year. The people are rude, unhelpful and have no idea of their legal obligations. More fool me for using this shop.”

Helpful Report

Posted 8 years ago

“3 items ordered and all deliveries came in different vans on the same day! One arrived way after the suggested delivery time. So much for Eco schedules (as customer services called them). Apparently JL 'work hard to make sure that we deliver items in the same area at similar times to save multiple runs.' I think not JL. Been a JL customer for years, thought the brand meant something but I don't believe the service is the same anymore, and certainly not 'special'. What a shame JL.”

Helpful Report

Posted 8 years ago

“Disgusting I have been a John Lewis customer for years, and recently bought a TV on Black Friday at a discounted price, from JohnLewis.com. Order did not arrive, and when I called, I was informed that the order had not been processed properly and it was now out of stock. I explained I could take any similar TV but I needed it delivered within 4 days as I had organised an engineer to fit the TV. I was told that the order would need to be cancelled so I could order a replacement, which I did, only to be told that there was no way I could get my TV delivered within 4 days, unless I was prepared to pay around £20 something pounds for delivery. I was not prepared to, as this was no fault of mine, and bought another TV elsewhere which cost me £200.00 extra. I raised a complaint, and this is when I realised that I was now dealing with a company who has no real interest in their customers. After 5 or 6 unanswered emails and at least 5 unsuccessful phone calls, one of which when I was put on hold I heard the call taker swearing about me, I eventually spoke to some one called Johnathon who was uninterested in my issue and tried to tell me I could not be compensated as I had cancelled the order!!! I then had to ask Jonathon to familiarise himself with my complaint, which he did and then offered me £100.00 compensation , take it or leave it. I took the compensation, as after 3 hours on the phone, and several emails I was losing the will to live. John Lewis seem to have forgotten that they entered a contract with me to supply a TV and failed to do so. It cost me £200.00 to rectify their mistake, never mind the time spent trying to get someone to contact me. I was disgusted with the way I was treated throughout. I used John Lewis for various reasons but most importantly because the brand used to gaurantee good service. I have experienced much better service from supposedly inferior brands and I can only imagine John Lewis is now on the down turn and following most other high street brands and forgetting that good customer service is key.”

Helpful Report

Posted 8 years ago

“In June this year, I purchased a new Zanussi washing machine from John Lewis. On 20 November, we experienced a power cut which rendered the machine inoperable. We phoned John Lewis on 21 November and reported the problem and were given the number of a local engineer. The engineer couldn't attend for over a week, but once they arrived at 8am on 1 December, the engineer took five minutes to declare the machine Beyond Economical Repair. I spent a week chasing John Lewis and Zanussi to agree to replace the damaged machine (was on two weeks without a washing machine by this point), and was given unhelpful, conflicting advice at every turn. Finally managed to get John Lewis to agree to replace the machine on 7 December. The customer services rep informed me that the earliest possible delivery slot was 13 December. Three weeks after reporting the issue with the machine, the delivery men turned up at 8:45pm on 13 December (in a 2 - 9pm delivery slot), and I learned that customer services, when booking the delivery, failed to book washing machine unplumb and installation, therefore the team were unable to remove the broken washing machine and returned the new machine to the depot. I spoke to customer services again during the delivery to try to sort, but I got only apologies and the representative was unable to schedule a new delivery of a working machine. I have now had a broken washing machine for over three weeks and no idea when John Lewis might deign to honour their guarantee. The delivery men suggested that I let customer services know that I am very upset, but I have been doing that (politely) for two weeks. I have now given up on the replacement washing machine and have requested a refund (no reply as yet) and ordered a new machine (to be delivered tomorrow) from a competitor.”

Helpful Report

Posted 8 years ago

“Ordered a mattress (£1000) on basis it was an own brand, stock item. Failed to deliver on due date with no explanation. After 3 and half hours (seriously) chasing customer services they organised the delivery of a replacement. It was not delivered and again no explanation. I have been a loyal customer for 35 years. Not any more. Were you shocked by how poor the reviews were on this site? I was but reading others comments I realise my experience is far from unique. So I did some research and found this fascinating article in The Guardian. Read and weep. This once great company is clearly in severe decline. https://www.google.co.uk/amp/s/amp.theguardian.com/money/blog/2015/sep/12/has-john-lewis-lost-the-plot-complaints?client=safari”

Helpful Report

Posted 8 years ago

“Ordered four lamps from John Lewis for international delivery and only three had arrived. Raised the problem to the export department for almost a week now and still no response telling when will the missing lamp be delivered despite chasing by several emails.”

Helpful Report

Posted 8 years ago

“Brought a Croft Single Towel Cabinet, This arrived with the cabinet door fitted so bad there is no inspection of completed product. John Lewis then sent the same replacement twice which I did not want at any price, customer services what customer service still waiting for refund. John Lewis is no better than a car boot sale.”

Helpful Report

Posted 8 years ago

“I recently purchased a laptop, along with some software and mouse from John Lewis online and was told it would be delivered in 5 working days. 3 days later I get an email from their delivery people that it would be delivered the next day and would get given a time in the morning. Next day nothing and NO delivery. Later that day (night actually) get an email saying items would be delivered the next day and next morning I got a time. I receive the parcel and lo and behold NO LAPTOP but only the mouse and software (which is no good without a laptop JD DUH). Rang up customer service and after a long wait (wonder why !) I got told the laptop had been delivered. No it hadn't I told them. Oh we will get someone to call you. 3 hours later I got a call from John Lewis Sheffield who told me the parcel hadn't been delivered (which I already knew !!!) but that it would be delivered the next day so now late. The attitude of the customer service department is bad to say the least, no real ownership of the problem and fake attitude. I used to buy exclusively from John Lewis but due to lack of customer care I will be looking elsewhere from now on!”

Helpful Report

Posted 8 years ago

John Lewis is rated 2.7 based on 2,440 reviews