Name: John Lewis
Rating: 2.66

“The Bristol store is a shadow of what it used to be. We always shopped there for their excellent customer service, but you're lucky to find a member of staff to serve you now. We were wanting to buy a blind and waited 20 mins to get served, when we did the poor girl who served us knew nothing about the products and explained she wasn't from that area. So I asked to speak to a manager and found myself having to wait 10 minutes again, only to be patronised by a charlatan with a clip board. It transpires that John Lewis is cutting costs and the number of staff it employs. This is starting to show as the place is dusty, dirty and their staff seem to be run into the ground (when you can find any). The company says it is 'the nations favourite retailer', utter tripe B&Q offered me the customer service I expected and got my money too. Mr Andy Street should intervene before John Lewis goes the same way as others who've taken their customers for granted.”

Helpful Report

Posted 9 years ago

“TREATED VERY BADLY FOR DARING TO BUY AN EXPENSIVE ITEM FROM JOHN LEWIS INSTORE. On Saturday 21 February, 2016, my partner was treated in the most apalling and disgusting manner after making a large well considered purchase of a Macbook Pro Retina 15" laptop computer for which she paid £1599.00 in the Tamworth Branch of John Lewis. The sales assistant who showed us the Apple products was a very pleasant student working weekends. He was helpful and we were satisfied with his commitment to explain all the different options within the product line. Once the decision to purchase was made, the stock level checked and the documentation raised for the purchase by the salesman my partner took her documentation to the till to make the payment. The payment went through seamlessly and my partner was then told to stand in a queue nearby to collect her new purchase, which she duly did. There was a gentleman in front of her in the queue collecting a Dyson vacuum cleaner. Sarah, the assistant, took his documentation and collected his item from the secure area and handed it over with no fuss. She didn't ask for identification, just handed the item over with the paper work and the client left. My partner, now next in line to be served, handed her documentation over to Sarah who then appeared to lunge for a trolley, my partner quietly told her she wouldn't need the trolley, Sarah returned after a very long time and approached my partner with the Macbook Pro clutched to her chest in a furtive gesture and shoulder of arm holding the Mackbook was pulled back into her body. The body language Sarah adopted suggested she was not going to hand the item over. As she approached my partner Sarah immediately demanded my partner identify herself. Sarah persisted in her intimidating and bullying stance clutching the goods at which point my partner asked if Sarah was refusung to give her the Macbok Pro she had paid for. Sarah first say yes, she was refusing to hand the item over unless my partner complied and identified herself then and immediately retracted this statement but her body language indicated otherwise. Still clutching the MacBook firmly to her chest and slightly backward as if to prevent anyone snatching it from her. Sarah continued demanding identification from my partner from whom she had taken the original documentation from plus the till receipt minutes before. Sarah's embarrassing, intimidating and bullying demands for my partner to identify herself continued with my partner refusing to co-operate on the grounds she was not obliged to identify herself in order to receive her newly paid for goods. Sarah, in my opinion, made an assumption based possibly on my partners age, sex and casual dress. She possibly doubted my partners ability to pay for such an expensive item and therefore treated her like a common criminal or someone dishonestly trying to steal someone else's purchase, all with absolutely no foundation or evidence. Bullying, intimidation, sexism and ageist behaviour has no place in our society. Sarah was not following company policy by demanding my partner identify herself - she made that "rule" up on the spot in order to intimidate a client she misjudged to be vulnerable, old and defenseless and quite definitely not the demographic who would ever purchase a MacBook Pro Retina 15" laptop computer for a penny short if £1600.00. Sarah's mistaken perception of her position of power in the situation drove her forward to the point she felt quite invincible. After a period of getting no where with Sarah my partner first requested Sarah call a manager - this request was not heeded immediately until my partner forcefully demanded Sarah call the manager immediately. At no point was it Sarah's idea to look for assistance from another staff member or a manager herself. Matt, the designated Selling Coach arrived on the scene, at no point did he say he was a manager so we presume there was a manager on duty and security but neither were called in to adjudicate or investigate the situation. Matt arrived on the scene after briefly speaking to Sarah. He immediately admitted it was not necessary for my partner to identify herself but began saying how well he knew Sarah and began to make excuses for Sarah's behaviour saying she had only been with John Lewis for two weeks. We replied that we were not interested in any excuses or in his defence of Sarah's blatant abuse and inappropriate behaviour towards a client making a sizeable purchase. We both were of the opinion that Matt's communication skills and training were also not adequate for the situation. It took a very long time to convince him that Sarah's behaviour was disgraceful, manipulative, sexist, ageist and wholly inappropriate. He kept saying how well he knew Sarah and we kept telling him we had no interest in his relationship with her but only in her inappropriate behaviour towards my partner. Eventually Matt took my partner and myself to a desk in the store where someone else supposedly logged our complaint. We were not given a complaint reference number but were told someone would phone me about the complaint in due course. Matt did in the end offer us free coffee and cake and arranged this in person. On Sunday Morning I received a call on my mobile from Danielle. When Danielle first came on the phone I warned her I was not discussing anything except my complaint about my partners deplorable and inappropriate treatment as a reward for spending £1599.00 in John Lewis. After a very long conversation on the phone with Danielle she agreed Sarah had treated my partner badly and her demand for identification was inappropriate for a client purchasing an item in store. She started out by saying she would see what she could do to change the way customers are dealt with in store and I made a recommendation John Lewis should have runners at the tills to collect items from the secure area so that the till operator never loses sight of the person who has paid and the person making the purchase never loses sight of the person taking their payment and serving them. The client should stand at the till until the goods arrive and that the details of the goods checked against the documents and payment. The goods should be handed directly to the client exactly as it is for smaller purchases. There should never be a third party involved in the payments and handing over of the goods to the client. The present method is unnecessary, clumsy and fraught with anxiety for the client. There us no reason to punish clients purchasing large ticket items and its very distasteful to expect that client to then queue and have the uncertainty that comes with third party involvement and interference in the sale and hand iver if goods. All clients and customers deserve seamless and efficient service - not to be ridiculed, embarrassed, intimidated or subjected to harassment and made up rules by John Lewis's poorly trained staff members who barely understand the processes they are dealing with. Staff should not be let lose on the public until they fully understand their role in the work place, their rights and obligations within the contract of sale and the customers rights. I told both Matt and Danielle that we want to have feedback from this complaint and if we believe changes to address the problems with making large in store purchases are not suitably re-dressed we could not come back to shop at John Lewis and risk another very unpleasant incident. Danielle was told the following is what I expect from my complaint: 1. A formal apology and a bouquet of flowers be sent to my partner as a gesture of kindness and reparation from John Lewis. 2. The method of dealing with clients buying large items or expensive items in John Lewis stores needs to be comfortable for the client - that means that the person taking the money should also hand over the goods and neither should lose sight of each other until the goods are handed over and the contract to buy and supply is completed satisfactorily. 3. Staff training needs to be addressed and where a staff member is not sure of something instead of making a fuss, insulting clients and demanding identification they have no legal right to from members of the public. The matter if taking a clients money, any amount but in particular a large sum could have been reported to the police as theft. 4. That Danielle change her language to positively engage with us not in a wishy-washy verbal style of "I'll see what I can do" but to a more confident and positive verbal style "I am going to make changes" "I agree the behaviour is not acceptable" instead of saying "My partner is new and unexperienced, so we make allowances and excuses." Clients have no interest in John Lewis's internal politics and workings, when they are aggrieved concentrate on the grievance and cut of making stupid remarks that are meaningless and unproductive. Clients want action - not excuses. My partner and myself are not interested in excuses, only in positive outcomes and the assurance that neither of us will have a bad experience in John Lewis again. Danielle took my partners name and home address, lets see what comes of my complaint and the outcomes requested. Would we shop at John Lewis? No, unless the result of this complaint assures us that measures are in place for a seamless transaction for all our shopping needs big and small. Quite honestly, we would find it easier and more pleasant to purchase from another store or online in future. There is no official mechanism (identity documents) in UK law for members of the public to identify themselves so demanding identification at any stage during the sale of goods in-store is ridiculous and pointless. There is no law in the UK suggesting that clients making an in-store purchase for household or other goods are obliged to identify themselves at any time before, during or after a sale.”

Helpful Report

Posted 9 years ago

“My recent customer experience with John Lewis was awful. The Tamworth store treat people like cattle and seem to have no respect for their customers. I was insulted and treated like a criminal after buying an expensive MacBook Pro - the insolent young woman at the collection area, where people stood about like spare parts near the toilets with nowhere to sit and wait for their purchases, refused to give me my purchase as I didn't fit her profile of someone she thought could afford the laptop -she demanded ID even though this was an instore purchase made only minutes earlier, not an online purchase, where obviously different conditions apply. Staff refused to get the store manager, they are obviously too good to talk to customers, so the best they offered was the "Selling Coach" who agreed the assistant should not have behaved as she did, but kept making excuses as to how new and wonderful she was. We insisted on logging a formal complaint - customer services phoned the next day and initially argued with my partner before agreeing the treatment meted out by the woman was unacceptable. Just because she viewed me as old, female and in her opinion, not worthy of a MacBook, I was treated like dirt. John Lewis sent flowers but no formal apology - not sure I will bother buying anything else from them ever, especially as customers are treated like cattle in the store and are expected to stand around waiting at their pleasure around the toilets for disinterested workers to finally turn up with the expensive purchase you have just made. Not a pleasureable shopping experience by any means.”

Helpful Report

Posted 9 years ago

“Cpmpletely let down by this company. Ordered a Sony Bravia tv on line.Contacted by their delivery company to confirm delivery.Waited in all day .No delivery.Contacted JL who promised delivery next day without fail.Youve guessed it ,no delivery. How John Lewis expect people to put up with this level of service is beyond me. They survive on their past reputation. Im finished with the company.”

Helpful Report

Posted 9 years ago

“Bought a tv recently and paid for disposal of the large old tv which was a problem for me to get rid of otherwise. Could have bought a tv and put it in the car from anywhere but took leave from work in order to have the old one collected. New one was dropped of but they refused to take the old one. After complaining they wanted me to take a further day off to wait in for a collection. Took the new one back to store for a refund I was so disappointed.”

Helpful Report

Posted 9 years ago

“I enquired by telephone re the Hille polypropylene side chair as to whether I could see an example on display at a store near me, MK or even Norwich! Was told the Oxford Street store has this product to view, only to then find out by another Customer Services adviser that not only do they not have it - no stores have it; only available 'blind' (my word) online? John Lewis are slowly but surely becoming just another seller, the partners seeming to be thought more of than the potential customer? I find that very sad, after many years of good shopping experiences!”

Helpful Report

Posted 9 years ago

“Ordered a dress from John Lewis, wrong size arrived. Ordered it again, wrong size arrived again, when i rang they said they couldnt guarantee correct size would be sent even if i ordered it and it was showing as available on their website. Terrible customer service”

Helpful Report

Posted 9 years ago

“I am a regular shopper in the Edinburgh John Lewis, I was one of their biggest fans!. Not any more. I haven't had any problems with orders or click and collect. My bug bear, staff that have a conversation with one another whilst serving you!. If a member of staff wants to ask a fellow member of staff a question whilst I'm being served, how about an " excuse" me!. Then wait, not expect me to wait whilstyou have a conversation about what the problem is. I have also had to wait for staff to finish a conversation regarding their night out, before I was eventually served. I'm fed up with having to listen to the staff chatting whilst in the ladies changing room, I don't want to hear about your boyfriend problems or holidays or weight loss programme. Don't get me started on the coffee shop!!. So why do I shop there?. To be honest I really don't know, I like the choice of items, and the some of the staff are very helpful. (I have shopped in the Oxford street Store in London. The staff there were very rude and arrogant. But I do like Peter Jones in Sloane Square.) The time has come for John Lewis, to teach their staff manners and to realise that their bonuses are down to the customer. If I can buy an item elsewhere i now do so. I think the time has come for Mary Portas to pay John Lewis a visit!!.”

Helpful Report

Posted 9 years ago

“Hello everyone Despite many and regular emails, even to the Head of Customer Services I am still waiting on a response. I purchased a high end running machine just after Christmas and arranged time off to receive the goods. On the eve of the delivery I received a call at 8.37pm to inform me that their would be a delay due to incompetence within the transporting department This was over three four weeks ago! I was offered an email to contact but that proved to be incorrect. I emailed the head of service twice yesterday and again today but still await recognition that I even exist given that JL were happy to accept 1.5k for the purchase and are clearly not interested in resolving the issue whilst holding my purchase funds. Interestingly I contacted the distribution company direct today - they were happy to supply the goods next week! Wonderful service JL - I recommended any customer looking to purchase a running machine deal with a recognised sports company and avoid JL at all costs! Yours DM”

Helpful Report

Posted 9 years ago

“Bought a Fridge Freezer from John Lewis back at the end of May 2015. Everything went well with the Delivery of the item - cant find fault with that. However, 2 of the plastic Fridge door shelves have subsequently cracked and aren't useable (never had that problem with my old FF - different manufacturer - but there you go). I subsequently contacted John Lewis on 5th January re: the problem - and even emailed customer service photographs of the 2 shelves that were broken. JL were initially quite reasonable re: trying to sort the problem and placed an order with the manufacturer of the Fridge Freezer (who shall remain un-named as otherwise this review gets reported by John Lewis) - which is pretty much where the problem starts a) I received only 1 item from the manufacturer of the FF and it was an INCORRECT item b) when I got in contact with JL customer services to let them know the wrong item had been delivered, I was told to contact the manufacturer of the FF directly - which I did - but the lady I spoke to from the manufacturer of the Fridge Freezer told me they had no reference to me on their system and that i should sort it out with John Lewis, c) i got back in contact with john lewis who then sent me the following email "Dear Miss xxxxxx re order number nnnnnnnnnn re the above order number for the "(Manufacturer / Model Nr)" Fridge Freezer, Gloss Black and the part that have broken please can I ask you to go on the the samsung web site and order the parts from there so we can send them out direct to your home address we will refund you the money and goodwill for the trouble please when you gave the parts can you call us for the refund Thank You Yours sincerely, " Which sounded great - aside from the hassle - but at least I was hopeful the problem would be rectified. However, I then got in contact with the manufacturer of the Fridge Freezer and spoke to someone else - this time they DID find me on their system, but I was told they'd sent TWO items (I only received one, an incorrect item) and that I needed to contact John Lewis. So, back to square one - I emailed JL with this information and as yet, 48 hrs and 3 emails later, I haven't received a reply JL used to have a good reputation, which is why i originally made such a considered purchase with them - should've gone somewhere else to buy this appliance (Cant say the retailer beginning with 'C' as this review gets reported by John Lewis) ! What on earth has happened to JL - talk about going 'down hill' - it's such a shame. Have sought legal advise now 'Which' will hopefully help in sorting this mess out. I haven't had full use of the storage in the Fridge for nearly a month and its a real inconvenience. UPDATE: Having contacted the manufacturer again - as no reply from JL - I've gone onto their website and found that 1 of the Items I need replacing is not in stock - so more hassle. At this rate the easiest option for me is to find a JL Branch that stocks the make/model of FF that I bought and go in and acquire the 2 replacement shelves for myself!!!”

Helpful Report

Posted 9 years ago

“Worst customer service I have ever received I placed an order back in June which included some chocolate items, gift sets and a candle. Some of these were Christmas presents because I like to be organised. When the delivery arrived, the chocolate items had melted. A couple of other items had damaged packaging. So I complained to the customer service department. I ended up getting replacement items sent and a refund for the one item no longer available. After over two weeks, I had not had the replacement items delivered. It then turned out that I would have to phone to give my card details again to allow the items to be sent. There is something very wrong in the John Lewis system if the customer must be further inconvenienced in order to sort out their problems. It then took until August for me to receive the replacement items and my items were not delivered properly. Left outside a porch and the driver did not ring my door bell. I know as I was in all day to make sure I received the delivery! The candle was a Christmas present and when it was opened, I found that the candle had also melted! When I complained, I was told that it could not be replaced as the item was now out of the JL 90 return policy, despite being a damaged product. John Lewis’ own return policy is “If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase” which indicated that the 90 day policy did not apply in my case as the candle was faulty. I was further told that as I had returned items back in July, that it was assumed that the rest of my order was fine and therefore they would not accept a return. I am unsure where in any policy this is written. I had not checked the candle as it was a gift and in a sealed package. After several emails and being continually told of the not applicable in this case 90 day policy, I was eventually told that on this one occasion the money would be refunded as though they were doing me a favour. I was not even offered an apology. Upon complaining about the horrendous standard of the customer service, I received a generic email from a customer service assistant who had obviously not read my email as they wrote to me as though I had yet to have the refund, and of course they told me that I couldn’t have one as it was outside of the 90 day return policy. Having then complained about this response, I was offered a £10 goodwill gesture. In further emails I was told that John Lewis had “chose[n]” to refund me as though it was down to goodwill, not because the item was faulty! I sent an email accepting the £10 goodwill gesture but had to email again about this as John Lewis seemed to have ignored it. The £10 could be given as a gift card or into my account. As I never intend to shop with John Lewis again, I did not want a gift card. As I paid by Paypal, I was told that I would have to phone in order to have the money credited to me. This is an appalling system. I should not have to go out of my way in order to have a goodwill gesture paid to me. I had had an item worth £10 in my order which I suggested they just refunded. Apparently this went against the system so I phoned up. It then took the person on the phone three attempts to type my card number in correctly. I had also left a review for the candle in question which was then rejected from the website in an email for ‘not meeting the guidelines’. Whilst giving my card details, I asked that this be looked into and I was told that I would receive a phone call back about this. I did not receive this phone call and apparently there was no log of me wanting a call back either. And so, I emailed customer services again! The reply was once again not relevant to the question I had asked and just told me how to post a review. So I complained about that email and was told that the review rejection would be looked into and I would be contacted in 3 days. Obviously, I was not contacted. After emailing to say this, I received a phone call which was once again a generic apology and response that did not answer my query and instead just told me that reviews take a while to be processed. Mine had been processed but rejected and I wished to know why. I then phoned John Lewis to try and speak to someone. I was told I could not be put through but would be called back. I am now waiting for this call back but I’m obviously not too hopeful about my chances of actually getting a call back. Every time I am contacted by John Lewis, I don't think their customer service can get any worse, but then they go and prove me wrong!”

Helpful Report

Posted 9 years ago

“I ordered a watch that costs £2000 and still haven't got it after ordering the watch on the 10th of December what terrible customer service.”

Helpful Report

Posted 9 years ago

“I ordered a watch online for my wife's Xmas present on Dec 14. It hadn't arrived by Dec 23. so I telephoned JL's Customer Services (CS) - I do use the last word in its broadest sense. CS acknowledged that the tracking had mysteriously finished on Dec 16 with absolutely no evidence of delivery. However, their courier employed by JL insisted that the watch had been delivered but was at a loss to explain why no signature for its receipt had been obtained. Almost immediately after this telephone call, I received an e-mail from JL's CS providing me with a Returns Merchandise Authorisation number so that I could return the watch that I had not received in order to obtain a refund. A few days later, this inept company asked me to review the watch. In the review I stated that I had not received the watch and was taking out court action against JL. The review was rejected by JL because it "did not meet their criteria", On the day of the deadline that I set before issuing the court papers, JL sent the refund + £25 against any further online purchases that I might wish to make. Needless to say, there will be no future JL purchases from this family. Issuing a Small Claims Action against rubbish companies such as JL,, is a simple matter and does not cost much. It would solve many of the issues raised on this website. Follow that up with never patronising them again. They will gradually learn.”

Helpful Report

Posted 9 years ago

“I would strongly suggest to anyone with a problem with John Lewis that go to Facebook and PM them. Make comments on their FB page too, but if you PM them and DEMAND a resolution to your problem, it is more likely to be resolved quickly.”

Helpful Report

Posted 9 years ago

“Customer Service at John Lewis is appalling. We ordered a dishwasher on 2nd January, waited 23 days for it to be delivered (that was the first date they could give us). It arrived with a large dent in the side. Left to the driver of the van to inform us, we had no idea. The info was on his sheet. CS should have phoned us to inform prior to delivery - what is the point of sending it out in that condition without any prior contact with the customer to discuss? Offered a 10% discount by the driver if we took it - insulting to say the least. My husband took our old one to the tip the day before, although it was still working, which made it doubly annoying.. It then went from bad to worse. Phoned the CS number I obtained online - 0345 604 9049 (there was actually no contact number on the order form we had been given in store). Explained my story, was then informed that number is only for online purchases. We bought it in store, and there is no mention online that this number is exclusively for online orders. Told me she would redirect me to the correct department, and would give them my order number, and to hold on. A stuttering person, clearly confused, then came on the phone. Hadn't got a clue who I was, and had not been given my order number. Gave her the story and details, she said she would contact the store whilst I held on once more. I was then transferred to the main menu (?) on a loop – click 1 for this, click 2 for that…it went on and on. The stuttering girl had gone, never to be heard from again. Having shared the above on social media (Facebook), a reply from ‘Lisa’ asked me to mail them at tell.us.more@johnlewis.co.uk (a rather bizarre email address for customer services) with the above details. I did so, explaining the problem. It was acknowledged with the info that it would take at least 24 hours to get back to me. Envisaging a long, drawn out email scenario, I took to Facebook again and PM’d ‘Lisa’. She eventually responded, informing me that they had no idea it was damaged before it was dispatched! Blatantly untrue – the driver had been informed, it was on his sheet in black and white, he’d been told to offer me a discount if I took it! In retrospect, he was not in any way surprised they hadn’t contacted me. I assume he sees this scenario all the time. ‘Lisa’ tried to convince me she would forward it to a dispatch duty manager ‘to see what they can offer’. I declined, and confirmed I wanted a full refund immediately, today, or it would be escalated to my credit card company. That motivated her to phone me and take the card details – I was refunded. A severe lesson learned. Never, ever again will we buy anything whatsoever from John Lewis. Every department is flawed, inadequate and ineffective. Even the guy who ‘sold’ us the dishwasher (we actually pointed to it and told him that’s what we wanted to buy, so no hard (or even soft) sell there) seemed two bob short of a shilling, vague and uninterested. Immediately bought the same item from the Co-op, £27 cheaper, delivered in 2 days. We should have gone there before, never had any issues with the Co-op online. John Lewis - you are a disgrace. No excuses, you are truly awful. Never, ever again. I think they are surviving on their name, arrogance, smugness and the goodwill of long-term customers, but all of that is being sullied and damaged, by their terrible/late deliveries, damaged goods, horrendous CS, and staff who don’t seem to give a jot. My advice is to buy elsewhere, even if it's cheaper from JL and save yourself a lot of headaches and stress.”

Helpful Report

Posted 9 years ago

“I returned two bed side tables over two weeks ago, I'm still waiting for a refund.Customer services is a joke,what a shame, I thought you could rely on John Lewis. I have shopped at John Lewis for many years, this is the first time they have let us down. Let's see how long it takes for them to return £350”

Helpful Report

Posted 9 years ago

“Have been trying to get a refund from John Lewis for a couple of weeks and has been a nightmare, bounced around departments, hanging on the phone, emails that make no sense. I wish I had bought the product from Amazon for £10 more because I know from experience they refund your money in a day, with 0 hassle. I will never shop at John Lewis again.”

Helpful Report

Posted 9 years ago

“I received an email from DPD, who said they were a Carrier for John Lewis, and a parcel was due to be delivered, the email gave me no reference number to check and I had no outstanding orders from John Lewis. It smelt like a scam so I forwarded it to John Lewis, with my concerns, nothing !, only an automated response promising to deal with my complaint in 48 hears , It was not a complaint but I was trying to protect John Lewis, I then rang their Customer Service, only to have the phone put down on me as the operators could not understand English. Charlie Metcalfe, President of John Lewis published his email so I contacted him, it was the only address available. Next morning another email from Customer Service saying they could not deal with my "Complaint", there was no reference number, a point I had made already to them. Eventually Charlie's office contacted me and a supposedly senior executive emailed me; it was not a scam. But she admitted the company had completely got it wrong, with the order, the delivery and certainly with Customer Service. It took at least 6 emails/calls from me until John Lewis even offered an apology; I was never thanked for trying to tell them their reputation could be jeopardised. Why are John Lewis using Carriers who are so poor, even the "White Van Men" bring proper references. I thought this was a great shop it isn't any more. They should take a good look at Debenhams and Amazon who are setting high standards in Customer Service,.”

Helpful Report

Posted 9 years ago

“I ordered a freestanding dishwasher to replace an integrated dishwasher in a kitchen that is about to be ripped out. I paid for fitting. The engineer arrived (23 Dec) and refused to install it, said I had to pay the fee for installing an integrated dishwasher, something he alleged he could not do. I was left without the new dishwasher over Christmas. I contacted Customer Services immediately, was told they would call back to respond to complaint. They didn't. I called back on 27 Dec, was told depot closed but they'd call next day. They didn't. I called back (28 Dec) and the guy argued with me at first, saying I ordered wrong service. When I challenged, he spoke to his boss and agreed I had paid for the right service so it was their error. He said someone would call back, etc. They didn't. I called back (29 Dec) and finally got installation booked and fee refunded but not until 14 January. - I was never called back by John Lewis to offer a new fitting date - As a result I had to chase this matter up three further times, involving long and tedious phone calls, spending ages on hold while each person re-read the notes - Each time I called back the operator agreed to carry out the installation as requested but on each subsequent call the operator refused to agree the previous position. I complained to tell.us.more(at)johnlewis.co.uk. Someone rang me back from there, offered no gesture for all the inconvenience caused, and even lectured me that I should have read the terms and conditions closely. When the long-awaited delivery and installation day dawned there was a time slot of 7am - 2pm. The chap arrived at 12.00, I showed him where the machine was going. He looked around and asked where the dishwasher was. Surely he had brought it? No, he was told it was at our house. The smart Alecs at Customer Services had even managed to get these arrangements wrong. I am completely disillusioned with John Lewis after this experience. I have been a customer all my life and I have never met such inflexible and annoying behaviour as I did with this purchase. I can see that many others have shared their bad experiences on Trustpilot and that i am by no means alone. This once admirable store chain has outsourced its Customer Service operation to Capita, which has completely overturned its ethos of customer service.”

Helpful Report

Posted 9 years ago

“I took a lap top in form repair, the Customer service is appalling, no-one wanted to know I was passed from pillar to post. I have made so many phone calls and got nowhere. I am still waiting for someone to ring me back. They promised a replacement because they couldn't mend it. That was last week. Apparently no-one answers the phone in the technical department and e mails are sent to them but they only answer them at the end of the week. I will not shop there again.”

Helpful Report

Posted 9 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