Name: John Lewis
Rating: 2.66

“As per other reviews I am leaving 1 star as I can't give them any less. In May of this year I purchased an expensive TV from John Lewis. Not six months later the TV has developed a major fault and effectively won't turn on. I reported the fault to JL Customer service and as promptly told it was up to me to sort the issue out directly with LG, which I thought strange as it was JL I had paid my money too ! Having reported the fault to LG and waiting four weeks without contact I went back to JL explaining how wasn't prepared to continue chasing LG they were the people I had paid and I had tried to take their route for repair and wanted either a refund or replacement as the product was under six months old. They insisted they had the right to repair it first do we said ok get on with it as I am chasing LG no more. Here I am three further weeks later with nothing. No contact no repair no refund no hope. Having been identified by the DHSC as Extremely Clinically Vulnerable I am unable to leave my house or indeed have any contact with other people. During this time the TV was my main source of news and entertainment which I have now been without for over seven weeks. This experience has definitely convinced me that John Lewis is a place to avoid and will in future take my business to a company that gives a damn about its customers Following leaving this review on Trust Pilot I was contacted by John Lewis and they were dismayed at what had happened and were assigning a case manager to resolve the issue. Suffice to say this was again nothing but lip service as I have never been contacted. !!!”

Helpful Report

Posted 4 years ago

“On Black Friday I ordered 2 high value items (worth over £400). I received email confirmation of the order, and 3 days later was told the order was being dispatched and a courier company would be confirmed within 48 hrs. Every day I checked the tracking link and it kept saying it would 7-10 days and tracking was unavailable. Once 10 days was up I called John Lewis, only for them to tell me the order had been delivered by Amazon Shipping. I let them know I was in all day and hadn't received the order, plus no texts or emails were received to confirm it was on the way. After 4 days of following up, they have now told me it was delivered to an alternative address and having checked with neighbours they did not receive anything and were in all day. I contacted John Lewis and they have now told me I am now responsible to following up with the card holder to get my refund? Even though it seems like someone from Amazon Shipping has stolen it, and John Lewis have told me they have received multiple complaints about Amazon Shipping. This is so far short of the standards I would expect from John Lewis. I would advise to never shop with them for high value items online again. I've always thought of them as such a reputable company but coming on to this site, I see so many other people having similar issues, it's really sad that such a good company has become so poor at customer service.”

Helpful Report

Posted 4 years ago

“I went to walk into John Lewis Reading. Person at door insisting I put hand sanitiser on with her dispensing it like I am 3 yrs old. When I said I use my own sanitiser was then told I would not be allowed in Fine by me, I will go somewhere more welcoming. I did suggest when the person is crying at home in a few months after John Lewis closes down like Debenhams etc remember the customers turned away. Shop assistants loving the power at the moment. Minimum wage workers puffing their chests out with the “ There’s the line” mantra is quite amusing. John Lewis deserves all it gets. Remember you are not doing me a favour letting me spend money in your stores.”

Helpful Report

Posted 4 years ago

“Entered the trafford centre store today. The female member of staff on the door didn’t speak until I walked past the optional hand sanitizer and then rudely shouted at me to use the hand sanitizer! There was a queue at the front door entering so people were all stood together ! Totally badly managed , won’t be returning. Went later into selfridges and was made to feel welcome, lovely friendly staff. Goodbye John Lewis”

Helpful Report

Posted 4 years ago

“Obviously in trouble..so sad...order still in dispatch over a week and poor selection in their shops....Have now ordered directly from original source...since placing an order with JL over a week ago to today prices have dropped so will have to return our order back to JL...that is if we receive them and if JL will is still open for business”

Helpful Report

Posted 4 years ago

“I ordered 2 leather olive sofas during lock down from John lewis, that took as almost twelve weeks to be delivered from ordering. Thinking there would be little or no problems as they were from John lewis. How wrong I was. To cut a long story short, they were of such poor quality, John lewis has agreed and offered a refund but to get a refund, I have to return the sofas, leaving me without sofas up to another twelve weeks due to order other leather sofas. I can only say John Lewis are not as customer friendly as they suggest”

Helpful Report

Posted 4 years ago

“So disappointed to receive an item that has clearly been dropped. Had the product been packaged better it would not of been damaged. On requesting a exchange for a perfect product, being promised 3 times that I will get a call back in 24 hours to arrange this, I am still waiting 6 days later. Not the sort of service I would of expected from John Lewis. Ruined a special present. Very disappointed!”

Helpful Report

Posted 4 years ago

“Well packaged goods fast delivery despite it being free because of spend amount arrived in perfect condition.”

Helpful Report

Posted 4 years ago

“@jlandpcustserv @jlandpartners DO NOT BUY ANYTHING FROM THIS COMPANY!! I legitimately purchased an Xbox Series X for my daughters 16th & they cancelled it, it was confirmed and money even taken from my bank, they are now refusing to give a reason for this after numerous requests. I have pictures of the confirmed order and because of this I didn't bother trying to source another, I also took the following day off work because the delivery date had also been confirmed. I had no annual leave left and had to take this unpaid. John Lewis have refused to accept responsibility at the same time they refuse to give me the reasons for the cancellation. No offer of the next available console, no offer of compensation for the lost days salary and no apology for the cancellation. Givealittlelove??? Don't make me laugh”

Helpful Report

Posted 4 years ago

“@jlandpcustserv @jlandpartners DO NOT BUY ANYTHING FROM THIS COMPANY!! I legitimately purchased an Xbox Series X for my daughters 16th & they cancelled it, it was confirmed and money even taken from my bank, they are now refusing to give a reason for this after numerous requests”

Helpful Report

Posted 4 years ago

“My poor review concerns your online response to fulfilling a guarantee for a television and soundbar. I spent most of afternoon explaining my problemon to three different employees. The first two just wanted to pass it on to someone else. I spent a massive amount of time 'on hold' as a call was made to a senior. The third, in responding to my request to speak to a manager, said he could only pass me through to the 'escalation team' - presumably those who have been trained and are practised in how fob off troulblesome customers with a legitimate claim. JL's mistake which they blame me for!! Appalling response. This all happened on the day JL launched their Christmas advert. What a joke.”

Helpful Report

Posted 4 years ago

“It is clear why John Lewis are struggling. Having purchased a MacBook Air, I started having immediate issues with the laptop. Going through all the usual methods of updates etc in the first instance with no success, I contacted JL to say that I was having problems, that the computer was continually shutting down, freezing etc and that I would like either a refund or replacement. An aggressive and abrasive technical team member called, said that as it was out of the 30 day period (by 2 days) that I would need to deal with Apple to resolve the issues. Why would I contact Apple when I purchased through John Lewis?? This was a significant purchase in this economic climate and I spent the extra to get a reliable product. What happened to the customer service that JL is supposedly renowned for? Clearly they have become management bloated and forgetting their customer base. Do not purchase from them, the service is reprehensible”

Helpful Report

Posted 4 years ago

“Faulty Panasonic microwave bought from John Lewis, hardly been used (due to being out of action) - 2 separate faults. Trust and confidence in both companies completely lost. A completely unsatisfactory response from John Lewis about an appliance I bought a few months which has had two separate (dangerous) faults. It has been out of action for most of the time since purchasing. The item was not cheap, not fit for purpose (it keeps breaking down!) and I have no confidence in it now. John Lewis 'customer service' has been shocking. They instructed me that I had to deal with the manufacturer who are now insisting on a second repair. I do not want the item in my home and feel completely let down by John Lewis the retailer. I have been spoken to very rudely, been given false information along the way by John Lewis, and spent a lot of time and energy chasing both companies. The 2 year guarantee advertised is hugely misleading and turns out to be a 'repair only warranty' with the manufacturer. Even a John Lewis employee could not find out where this is made clear to the customer when I questioned this. As this item has had two separate faults, this would is not be a satisfactory standard of service quality in any case, let alone the quality of the product itself. I was told that the manufacturers clearly don't believe there is a safety issue as they wouldn't just repair. Neither wants to offer a refund more like. I have been told by two different John Lewis employers that if they gave a refund to every customer with a faulty product, 'then there would be no John Lewis'. How about if there are no customers left? My product has now had two major faults. This has not been taken into account. John Lewis are totally shirking any responsibility by saying they have to stick with the manufacturers view, despite being very apologetic and disappointed to hear my concerns. Not sorry enough to do the right thing. Panasonic told me they had informed John Lewis that it was their decision as to whether to offer a refund or not. I thought more of John Lewis as they sold me the faulty product. I will be out of pocket, and the companies will not. I will not recommend John Lewis to anyone again.”

Helpful Report

Posted 4 years ago

“Would give this a ZERO if it allowed me November 2019 an estimator came out to my house to measure for amtico flooring for my living room and hallway. Our floor was bare (laminate had been taken up) so the estimator seen the floor as it would be fitted. Was given a price (and had no intention of keeping their promise of "never knowingly undersold policy" which i had cheaper quotes from other amtico qualified companies. Work commenced in Dec over the 2 days. Screed was done and when dried was full of air bubbles, i contacted the customer service team straight away to be told this was normal. Next day the LVT was fitted. Many parts of the flooring was coming up and i was advised the fitter would come to rectify the issues. 5 TIMES yes 5 times he came to try to fix issues. Enough was enough!! On inspecting the flooring further it seemed to be not uneven but bumpy like a wave effect (this flooring should be smooth) We put a spirit level on the floor to check out the problem and to our findings we were able to get 3 and 4 credit cards under the spirit level in some areas. Over months of speaking to the customer service team getting nowhere they sent out their fitting manager to which he turned up with another fitter and the amount of rubbish that he spouted was laughable. one was the reason my flooring was uneven was that my skirting boards weren't level what a JOKE!! this is a manager? Also without lifting up a tile to inspect they then quickly tried to blame the subfloor which THEY had laid. All round bad workmanship, inadequate customer service. As they say a bad workman blames his tools if hes lacking in skills. I was offered half my money back to accept their shoddy work, work redone or my money back. I decided to have the flooring taken away and refunded as i had enough of their excuses trying to blame a customer when THEY were at fault. I called another company in the area they were astonished with the quality of work, seeing the issues they gave me 100% guarantee to rectify this. JL came out took the flooring up and the company i hired came out the next day and at a fraction of the cost and when they witnessed the screed they were completely shocked (floor hadnt been primed or stippler used to take the air out the screed) Im more than happy with my floor as it should have been no lumps, bumps or parts coming up. The company kept their word unlike JL John lewis never even offered any compensation to our family, the anxiety, stress, the amount times calling them wasting my time, a full YEAR of trying to get it rectified and also the upheaval of moving furniture and not being able to access my living room or my kitchen for 4 days JL having read their recent reviews have dramatically went downhill, customer service next to none. Absolutely shocking standard all round”

Helpful Report

Posted 4 years ago

“Would give this a ZERO if it allowed me November 2019 an estimator came out to my house to measure for amtico flooring for my living room and hallway. Our floor was bare (laminate had been taken up) so the estimator seen the floor as it would be fitted. Was given a price (and had no intention of keeping their promise of "never knowingly undersold policy" which i had cheaper quotes from other amtico qualified companies. Work commenced in Dec over the 2 days. Screed was done and when dried was full of air bubbles, i contacted the customer service team straight away to be told this was normal. Next day the LVT was fitted. Many parts of the flooring was coming up and i was advised the fitter would come to rectify the issues. 5 TIMES yes 5 times he came to try to fix issues. Enough was enough!! On inspecting the flooring further it seemed to be not uneven but bumpy like a wave effect (this flooring should be smooth) We put a spirit level on the floor to check out the problem and to our findings we were able to get 3 and 4 credit cards under the spirit level in some areas. Over months of speaking to the customer service team getting nowhere they sent out their fitting manager to which he turned up with another fitter and the amount of rubbish that he spouted was laughable. one was the reason my flooring was uneven was that my skirting boards weren't level what a JOKE!! this is a manager? Also without lifting up a tile to inspect they then quickly tried to blame the subfloor which THEY had laid. All round bad workmanship, inadequate customer service. As they say a bad workman blames his tools if hes lacking in skills. I was offered half my money back to accept their shoddy work, work redone or my money back. I decided to have the flooring taken away and refunded as i had enough of their excuses trying to blame a customer when THEY were at fault. I called another company in the area they were astonished with the quality of work, seeing the issues they gave me 100% guarantee to rectify this. JL came out took the flooring up and the company i hired came out the next day and at a fraction of the cost and when they witnessed the screed they were completely shocked (floor hadnt been primed or stippler used to take the air out the screed) Im more than happy with my floor as it should have been no lumps, bumps or parts coming up. The company kept their word unlike JL John lewis never even offered any compensation to our family, the anxiety, stress, the amount times calling them wasting my time, a full YEAR of trying to get it rectified and also the upheaval of moving furniture and not being able to access my living room or my kitchen for 4 days JL having read their recent reviews have dramatically went downhill, customer service next to none. Absolutely shocking standard all round”

Helpful Report

Posted 4 years ago

“Faulty Dell laptop within warranty, returned from repair 7 weeks later, unrepaired with further damage I bought a Dell laptop from JLP in oxford st which from the off began slowing down, overheating, track pad stopped working… It comes with a 2 year guarantee so 11 months after purchase I handed it in for repair at the store. At this point I was told it would take up to 28 days for the repair to be completed and returned so I reluctantly accepted this. The sequence needs to be time lined to grasp the extent of delay and confusion: 3 weeks pass, I ask for an update the call takes about an hour. No information given, promised someone would email soon. 2 days later; no response. I call again and had the same reply which took about an hour. Next day; I call again, this time I am told to call back in the morning . Next morning; I call and wait about 40 mins, I am told that Dell found water damage and asked if that was something I had done. Having never spilled water on it I say it isn’t. They explain that JLP would look into the issue and let me know what will happen next. 2 days later; no response, I call again, after 1 hour on hold I am told JLP are waiting on a quote to fix the laptop. 2 days later; no response, now 28 days since laptop hand in. I visit the store and am told that I cannot speak to a manger because the laptop is with tech support and the team are not allowed to sit with customers for hours chasing their repairs, this is something the customer is expected to do. I am also told that the repair time is actually up to 28 working days and the repair is still within the allowed time frame. I leave frustrated and immediately send an email asking for an update. 5 days later; no response; I send another email. 2 days later; I received a voice message from tech support asking to call back. At this point I have spent over 4 hours in total calling JLP and so, instead I opted for a whatsapp conversation. 2 days go by; the message conversation response time varies from 20 mins to 10 hours. Eventually told the same story so now I am 1.5 days away from 28 working days, therefore even if I receive a quote there is no way the laptop is being returned in time as they’d promised. I explained this to the assistant who tells me that 28 working days is only a guideline now and they can keep it as long as they like, thus revealing another lie told by JLP. 2 days later (29 working days since hand in); no quote, I once again call up and the assistant tells me the reason for the delay is that parts are being ordered and the repair is being done that week. He also said this likely meant it isn’t water damage as they wouldn’t order parts and begin a repair without my acceptance of a quote, which they said they had never received. They promised it would be returned fixed in 6 working days. With no other choice but to wait I gave them the extra week. A week later; in the evening I am text that the laptop is back in the store. Next day; I go to the store, I am given the laptop and told all repairs are done. However, the repair notes say the repair is not done. I then find an additional large crack down the back of the laptop. I then spend 3 hours in store attempting to find out what had happened regarding the “repair” and the new damage. At the end I still have no concrete facts except that Dell had emailed a quote to JLP of £260 3 weeks prior which JLP neglected to tell me. So why was there a delay? Had they done the repair? Why had they ordered parts without my approval suggesting it was a fault within warranty? Why did they say there was water damage? Why did they send it back? Why was it cracked? All this after 7 weeks and countless hours spent calling, emailing and messaging JLP while I pay to rent a laptop; the manager's response is to offer me £100 towards the repair as a “goodwill gesture” or I pay to take it to an independent repair shop for a second opinion and if it isn't water damage he may be able to do more. During that 3 hours I am told the offer is on the table just this once and if I walk away it won't be there again and that he needed to go do other things. This is a manager of John Lewis who is meant to epitomize customer service, offering me a 'deal' and that he was in a rush to be elsewhere. I obviously did not accept his offer and left with the same faulty laptop that now has additional damage. I am left shocked and disgusted at the way I have been treated, this review only reveals the broader issues. I haven’t mentioned any of the rudeness and unprofessional behaviour I have been subject to by JLP. My advice is to AVOID AT ALL COSTS and seek independent technical support.”

Helpful Report

Posted 4 years ago

“Usually customers only leave feedback when they have had a bad experience however I feel it is important to also recognise the times when staff do an amazing job. I do not usually shop in John Lewis as I find it quite expensive but I visited the Cheltenham branch a couple of weeks ago to purchase a watch for my sons 18th birthday. The staff couldn’t have been more helpful in helping me look. I went away to think about it and ordered 2 online. The items were delivered on time with courier updates. Today I returned the one he didn’t want to store and again all of the staff I came across were friendly and helpful. They also adjusted the watch to fit for my sons wrist. A great service and I will certainly shop again over Xmas. Well done John Lewis Cheltenham.”

Helpful Report

Posted 4 years ago

“What is happening at John Lewis? Have recently ordered two items that were listed as being in stock. Payment was taken at the time of ordering but when the items did not arrive it took a phone call to John Lewis to confirm the items were actually out of stock. Why is the John Lewis website out of date? Why is John Lewis not keeping customers informed? Why is John Lewis taking payment for items that are out of stock? My wife and I have been very loyal customers of John Lewis for many many many years. Not for much longer ........”

Helpful Report

Posted 4 years ago

“Wanted to buy iPhone and pad, very good customer care but pad not in stock and have to wait 3 days which will mean another trip to the shops.”

Helpful Report

Posted 4 years ago

“Purchased a Radley handbag online for £26 in the sale. Four days later instead of the handbag a hideous purse arrived. Called customer services who said sorry blah blah. The handbag was now on for £239. Sorry can't give it to you someone has put the wrong details on. No my problem Referred to Head of Customer Service. Two weeks later receive an email same sorry but we are unable to give you the item as WE made a mistake. Again not my problem. They are now refusing to send me the bag. I will be taking this to Trading Standards as John lewis it seems has no standards. I am in shock I really thought it was a reputable company. They accepted in an email it was their mistake and have the cheek of offering me £30 e voucher to buy another bag I will keep you updated”

Helpful Report

Posted 4 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

John Lewis Reviews