Name: John Lewis
Rating: 2.65

“Called in to John Lewis opticians for some advice on sun glasses , the lady's name that served me was Susan , Her service was excellent, professional and friendly . Thank you I would definitely recommend John Lewis opticians 😊 06/08/2018 Leeds West Yorkshire”

Helpful Report

Posted 7 years ago

“Ordered a Zanussi Fridge and agreed delivery. Received all of the appropriate communication, including the night before scheduled delivery advising a 15:00 to 17:00 window. Great! Cleared space, arranged for removal of old fridge this intended to replace, and on the morning of delivery (at 08:28) received confirmation that delivery under way and re-confirming delivery window and advising that driver would contact 30 minutes prior to arrival..... By 16:45 had heard nothing until call came (OK I thought - better a bit later than forecast but at least a fridge) "sorry, but traffic has been heavy and running late and won't be able to deliver today". No alternative offered - left to me to try to sort out an alternative. For the record I sorted out in the most appropriate way and told them to keep their fridge! I work in a customer focused environment, and we would have shifted heaven and earth to ensure that even if late, we would have got the product to our customer, even if it meant sending out another van or a manager - but clearly not the John Lewis ethos! To have let it get as late as they did to make contact is both unprofessional and unforgivable.”

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Posted 7 years ago

“Good quality clothes, daughter very happy with her new clothes and good service.”

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Posted 7 years ago

“A great price on some exquisite king size linen sheets. Perfect for the hot weather recently.”

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Posted 7 years ago

“It's hit and miss with John Lewis. They have a good range of products at affordable prices, and have good sales/clearance. However, once you have informed them of not 'knowingly undersold' items they reduce it for you but don't change the price on their site for everyone else to benefit. So, their tag line is a lie. Furthermore, they should stop using Myhermes. This 're-delivery' service isn't up to the standard of John Lewis, thus stains their brand. JL customer service team contradict each other and keep you on hold for an unacceptable length of time. But they aren't as bad as other companies.”

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Posted 7 years ago

“Never going to use john lewis car insurance ever again Treated my husband like a crimal Rude and unhelpful call centre staff Even thou my complaint was upheld I am still going to the financial ombudsmen”

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Posted 7 years ago

“We purchased a stainless steel flip top bin. It is very well designed, having a piece of plastic protruding beyond the base and immediately beneath the foot pedal. So, when the foot pedal is depressed the bin does not tilt forward, unlike similar bins from other retailers, brick & mortar, as well as online. Furthermore, the bin was boxed, and less cost than similar from Dunelm and Amazon. The service was good, as one normally enjoys in John Lewis and we did not have to endure the awful noise masquerading as music.”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, I have told them that I am done with JL and will turn to amazon, the kid I spoke to just kept reiterating that he had been in the job for 6 years and knew everything there was to know, well here's my prediction, he wont be in it for another 6 years.”

Helpful Report

Posted 7 years ago

“They were easy to get in touch with, no waiting, problem solving was excellent in helping me out with a query. Great customer service!”

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Posted 7 years ago

“I purchased an Electrolux washer JLWM1437 from JL in January2018 and so far have had to have engineers out three times, my latest ordeal was being told I must have misused it and my drains must be to blame because twice I have reported the smell. I have also had 2 detergent draw fronts come off. I am over 70 and have bought my appliances from JL for years and have never had a callout before on any guarantees on washers I have purchased, nobody touches the washer only me. I was told to do a 90 degree wash which lasted hours with no clothes in to clear the smell and the last time the hose underneath was adjusted and I am waiting now to see if the smell comes back and was told the engineers will not come out to a smell again. I have never been so frustrated and upset with anything like this.”

Helpful Report

Posted 7 years ago

“Prompt and effecient”

Helpful Report

Posted 7 years ago

“My parents now both in their 60s bought a washing machine from John Lewis purely because they felt that if there was a problem that it would be resolved in a speedy and professional manner.... little did they know that this wasn’t the case. Back in March 2018 the machine was bought and within weeks the faults started to become apparent and what did John Lewis do.... nothing! They didn’t register the complaint and even offered at a fee to send an engineer round if there wasn’t a fault but because JL apparently have no record the machine couldn’t be replaced or a refund offered. Riddled with problems and clothes ruined and incompetent engineers and blindly ignorant customer service staff and Mum is finally being told that she doesn’t know how to use a washing machine, which is why there’s a fault! JL have caused my parents a lot of stress, especially my Mum who wished she’d taken her business to an independent instead. I’ve never seen her so upset or dread using the machine for fear of what will happen next.”

Helpful Report

Posted 7 years ago

“I paid for a sofa and scheduled a delivery. On the day of the delivery, the courier turned up half an hour after he said he would and knocked on my door without the sofa. He then said ‘I don’t know if the sofa will fit through your door (it’s a standard size door and I’ve got much larger sofas throught it previously). He didn’t even bring the sofa out the fan and try to fit it, nor did he bother to measure my doorway. He then fled and said customer service would call. Customer service never called so I had to raise a complaint. My complaint was completely ignored. After a THIRD complaint, I finally got a response which didn’t address any of the issues I raised. I’m still battle my with these people, but I really expected better than this. It was a rather expensive sofa and I thought the service would be good. But I was wrong. I’ll never use John Lewis again. Shoddy retailer.”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, I have told them that I am done with JL and will turn to amazon, the kid I spoke to just kept reiterating that he had been in the job for 6 years and knew everything there was to know, well here's my prediction, he wont be in it for another 6 years.”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, I have told them that I am done with JL and will turn to amazon, the kid I spoke to just kept reiterating that he had been in the job for 6 years and knew everything there was to know, well here's my prediction, he wont be in it in another 6 years”

Helpful Report

Posted 7 years ago

“Just come off the phone to the John Lewis "unhelpful line", we bought a TV two and a half years ago which cost us £1214, unfortunately it went on the blink, and was taken away by a contractor working on behalf of JL, we buy all of our large ticket items at JL as we made the assumption that should anything go wrong it will be sorted in a professional and timely manner... WRONG! Despite having a 5 year guarantee and only being two and a half years old, the replacement TV that was offered was a joke, I have spent the grand total of 2 hours on the phone trying to get an equivalent TV but to no avail, I have to say I am shocked with their attitude and reflect a lot of the previous reviews asking what has happened to JL! I have decided to take their offer of £799 and move on, thats me done with JL”

Helpful Report

Posted 7 years ago

“Poor customer service”

Helpful Report

Posted 7 years ago

“I can’t even put into words how impressive JL customer service is. I purchased 90% of my household items from them and use their price match service. I have NEVER experienced bad customer service from them, they’re outstanding. More companies need to learn follow suit!”

Helpful Report

Posted 7 years ago

“trustworthy retailer with good product range and hassle-free online shopping experience.”

Helpful Report

Posted 7 years ago

“If i could rate it less I would. I have had a sofa for 12 days that I cant put together as there are no screws. I cannot get a straight answer from John Lewis, they just keep fobbing me off. I have complained to customer service and they don't respond. I have had to go onto facebook to get the attention of John Lewis and still all i get is my complaint is being escalated but to who I don't know as they wont tell me. Apparently customer services is going to contact me but somehow i don't believe it as they have not responded to previous email. I still have no answer to when i can put my sofa together. They even tried to blame the supplier which is difficult considering i purchased it in the clearance from John Lewis. Just terrible terrible customer service”

Helpful Report

Posted 7 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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