John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,450 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,450 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

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“John lewis is just the worse shop I have ever experience, very dodgy ,You may as well buy from yhe back of a van. They try to class their product has premium yet they sort from cheep eastern europe. I bought a fridge freezer with an extended warrenty and unfortunately after three days it stop working, yes i understand that this things happen. To replace the fualty fridge they wanted to take three weeks, so when i ask for my refund they only refunded the price of the fridge yet they took the money together when buying.Then they gave me another number for me to chess the refund for the warrenty and even that at the end i had to wait another two weeks a cheque. And now the tv which i bought from them two years ago prior to this has developed fault. I called them and gave them the order number which holds the info for the tv yet they still sent the wrong model number to some dodgy engneer who so careless with tv. I just hope no damage. After all this....I WILL NEVER BUY ANYTHING FROM JOHN LEWIS, NEVER!!!!”

Helpful Report

Posted 10 years ago

“Fooled me into buying a kettle and toaster deal on Black Friday, only to cancel half the order without consultation the next day and tell me I've got to buy it again at full price - when all the rival offers had finished too. Customer Services have ignored my emails, just wish I'd read these online surveys about their appalling online service first, could have had the same deal at Currys.”

Helpful Report

Posted 10 years ago

“Poor customer service ,I placed an order then cancelled it in the same day ,didn't get my money back was told item had been delivered ,it hadn't, was then told it was in transit and refund would be given when I sent item back ,it is an utter joke ,no one has contacted me at all I have made all the calls , have now been told it's being investigated and I will be bumped to the top of the queue ,what the hell great customer satisfaction ,I will definitely NOT shop with them again”

Helpful Report

Posted 10 years ago

“Commissioned 2 pairs of made to measure curtains in a Sanderson's floral fabric and a black out blind. Guy measuring up was charming though he did have to call the same day to check his measurements! The order confirm email gave an incorrect return email address to accept the estimate! Curtains were made in good time and delivery organised. First delivery failed as JL van ran out of time. 2nd special courier the next day delivered the blind but not the curtains. 3rd attempt by special courier bought us the curtains. Disappointingly despite being a relatively small window there is a noticeable seam down the middle of one curtain. Told this is common practice (though not warned of this in the way JL warn you about carpet seams.). And they managed the 2nd pair of curtains without a seam so it's clearly possible. Pretty disappointing given £1K bill, made to measure and John Lewis's claim to quality. Next time I'll try one of the discount curtain makers - couldn't be worse and likely to be a lot cheaper. Not impressed.”

Helpful Report

Posted 10 years ago

“My parents come in to ur store in Cardiff St David's 2 today to puches 2 expensive tablets at 10.40am when they asked as sales assistants that's was stood right next to the tablets he refused to discuss or give any advice about the it eyes to my mother please bear in mind they were only asking one question to be met with his response I find very unprofessional and not very good for the jhon lewis name the response was "I can not talk to you about any products or give and any advice till 11.00am my mother replied "I thought there was no buy for 11.00" he then look at my father and said "it's all a myth about 11.00 sales it's not that you can't buy before 11am the law says you can't give advice before 11" we did not get the name of the sales assistant but was a older man very skinny and bold with glasses wearing a blue suit, they did not purchase these tables from you but will be buy them from else were!! What really upset my perents was the on there way out of the store on level 2 at 10.45am they walked past 3sales assistans giving advices on your products one ladie took a customer right through the store to take her right where she needed to purchase the clothing. As long standing customers of yours I find this insedent unaceptable and Unprofessionall and I feel as there are many other alternative stores that's are off same quality I feel this is something that u need to be aware off and look forward to your replie regarding this matter. I myself work in retail and I have never been aware off the no advice law before 11 in fact we are incouraged to give as much help and advice before the 11am selling time to keep them from leaving the store and buy goods else wear.”

Helpful Report

Posted 10 years ago

“Pathetic. I had to wait nearly a month to have my curtains measured. The lady arrived more than an hour late. She assured me that I would have a quote by the end of the day, so that we could move forward. 5 days later, I'm still waiting.... Apparently it's more complicated that she anticipated. The measurement is for a single straight curtain. John Lewis - you need to up your game. Very disappointed”

Helpful Report

Posted 10 years ago

“My wife buys from John Lewis shops quite often. Recently after visiting the shop she realised that pillow cases were not include with the duvet she bought, so she went on John Lewis web site and decided to buy on-line 2 pillow cases that match the duvet. What really arrived was one single pillow case instead of two she paid for and not the one she ordered. She contacted John Lewis customer service by e-mail, but was told that she had to call them. During the call it was agreed that they would send the correct goods and refund the price of delivery. She waited for a week, but while the delivery cost was refunded, the goods were not delivered. She sent another e-mail asking why and got a response that they run out of this type of pillow cases asking her to call them again. As if she has nothing else to do but to talk to their customer services. Effectively they have stolen our money as it seems we have already had enough interactions with them to make all this business of talking to them completely useless.”

Helpful Report

Posted 10 years ago

“Samsung JU 7500 has excellent quality and picture. Delivered on the choosend day.Martin and Alan the dilvery men were brilliant. Martin went through step by step with me when installing the TV.they were both very polite .”

Helpful Report

Posted 10 years ago

“Don't touch John Lewis online. They use Hermes as their carrier who are absolutely atrocious. Waited in 2 days for a delivery after email stating when this would be. STILL not arrived. Cancelled the item - now have to wait 10 days for my card TO BE REIMBURSED for a product I never received. John Lewis useless. Hermes - Shocking.”

Helpful Report

Posted 10 years ago

“Please Customers if you are thinking of buying anything from John Lewis PLC please read the reviews of there former customers on this or any other website before you buy anything from John Lewis’s Stores around the UK. If I followed this advice trust me I wouldn’t even be on this website saying anything negative about them as a new customer. Please new customers please stay away from this company, do not do business with them or touch them with barge-pole because I have discovered just recently they are crooks in Sheep’s clothing and you want to know why let me just cut my bad experience with this company quite briefly, one day during April of this year 2015 I saw a mini Lenovo keyboard touchpad Laptop which they was selling on their website for a reasonable price based on the quality of the item. So on the 18th April I decided to purchase the item on-line and two days later I received it by courier delivered. When I used the item it was working correctly like it supposed too for about five months then all of a sudden the keypads on the keyboard stop working and then it started to went slow, and when I used a wireless mouse it didn’t respond with the Laptop either. The only thing that functions on the Laptop okay was the touch screen. By this time I realised that something was quite wrong with the item and it is now become defective and I could not keep the item in that condition that it was now in especially it was no fault of my own. So in November I decided to go to one of their stores for the first time which is nearer to where I live which was at Westfield Shopping Centre Stratford and I brought the item there to get either a exchange or a refund on my item depending if the same item is selling in the store which I had already had and going to the store was more convenient for me to sort this problem out. When I got to the Store and finally found Customer Service within the store and I spoke to one guy who was the only guy there in the department and I told him the problem why I was here and I would be very grateful if I could have a refund on my item. He said it does not deal with Computer or IT enquires and I have to go back downstairs to talk to technical support and let them help me with my enquires and I said supposed if they can’t help me with my enquiry and they send me back up here to receive a refund what do I do then I asked him, because it was big store I didn’t want to be running backwards and forward like the Mad Hatter trying get my enquiries sorted out. He told me if you have word with technical support within the store they will able to offer you a repair service for your item and I looked at him and said a repair service for a item that I had just bought seven months ago and that’s not what I read on copy of my receipt regarding electrical or IT items being faulty. Now when I heard this I thought this cannot be correct regarding the company policy within the store because repairs should only refer to people really if the item is insured if item not insured a repair service does not apply to them. The reason why I know this because I used to work in retail high street stores which is no different like John Lewis PLC and whenever I and my former colleagues had to sell insurances a repair service depending on what the item is would be included in the insurance and even till now that policy still stands like that till now with product insurances. So just to find out if this policy was true with all IT or products with John Lewis PLC I went back downstairs to see technical support regarding my defective item, as I reach there it was quite busy but lucky enough I didn’t have to wait too long because they was enough staff in that department to serve the customers. When I expected to get excellent customer service especially within High Quality Company like John Lewis in this Technical Support department based on my enquiry that is not what I received. As I am always a customer who always observe the customer service in everything especially a retail store that I do shopping in. The Lady that served me when I spoken to her at technical support that her colleague upstairs at customer service send me here regarding my defective item and when I went and explained what was wrong with this item and how her colleague in customer service upstairs say’s that company offers free repair service even though item is not insured. All the lady did as customer service advisor who was serving me with my enquiry she plainly went on backed up what her colleague said upstairs without offering any options with proper advice based on my defective item. Which is pretty dangerous within the customer service environment because the reason why I said this because it’s very important to offer options with advice based on the products that the customer has purchased and the products that they decide to return if it’s faulty especially if it’s within the money back guarantee and if Retailers want to reduce bad feedback, reviews or complaints. This Customer Service Advisor within technical support while she was serving me as she already know by now that my item is seven months old she didn’t even offer me options of a exchange, replacement or refund on the item or if I decide to repair my defective item for free of charge she didn’t even warn me about the catch, that if I choose to repair the item on the 12 months guarantee and if the item became faulty again after its first repair say several months later, you can return back to us which is John Lewis but there is one catch though you won’t be able to have the item repaired for free if the item become faulty again when 12 months guarantee runs out. Which this incident more than likely to happen with any defective item especially with any technology items whether old or new that has been handed in for repairs because they never quite the same after these items being tampered with. Now that I given my item for repairs even though I did not want this option at all, but because the advisor didn’t give me any options that I needed to refuse this repair service. That is why the item has gone into repairs and plus if I wanted back my money in the first place they wouldn’t give me back my money back anyway even though I’m entitle to it because I realise since this incident has happened and I discovered this website and Trust pilot I realised I am not the only person they ripped off they have ripped off a lot of other customers with their money whether on-line or whether within their stores by not giving back the customers back there money when most of their items are defective within the 12 months guarantee. People if you don’t know already this company John Lewis is crooked and they are real crooks and thieves in sheep’s clothing and I warn you one more time if you don’t want find yourself out of pocket please stay away from any of their stores if you can help it because there products and services that they are selling to the public are not worth any of your money. Goodbye to you former and new customers and have a good day. From Miss Maria Allen from Enfield Middlesex.”

Helpful Report

Posted 10 years ago

“I will admit that in the past I have always found john lewis to be more expensive than other shops. Over the past couple of years though I have noticed that john lewis have been the same price as other stores but offered a 2 year gurantree and more on products. I brought a Indesit Dryer from them in 2014. The dryer was fine but at some point in its life, the dryer door would not shut properly and I was unable to dry clothes, this was during winter time and I have two children, so I was desperate for my dryer to work. I contacted john lewis and they said that I would have to contact Indesit. I did contact Indesit, only for them to tell me, that I had broken the door on the dryer. I said Indesit, I havn't broken it, for some reason when I shut the door the white plastic thing that makes it stay shut wasn't working. Anyway Indesit was determined it was my fault before even examining it and said it would cost £50 to fix it. Even though it was still under its guarantee at the time. I phoned John Lewis up and told them about how badly Indesit had treated me and that I was no expert on Dryers, so how was I to know if their was a fault on the dryer. Anyway the lady who I spoke to said she would sort it. The lady from John Lewis phoned me back and said that Indesit was going to replace the part that they thought was faulty and that Indesit would charge me for this. However John lewis was going to give me back the money that Indesit charged me. About an hour later I had a telephone call from Indesit, asking me which machine I had and asking me questions about the part that had broken. Totally Different attitude from Indesit, after John lewis had spoken to them. In the end, Indesit sent me the wrong part, so had to wait for another one. When it was fixed, I still didn't work. So I phoned Indesit myself again and basically had a go at them. They sent someone out to fix it and didn't charge me. I would also like to point out that every time they phoned me they had the cheek to ask me if I wanted to purchase dishwasher cleaning stuff. really. I will say after years of buying hotpoint products, I shall never buy or recommend to anyone ever again. Since then I have brought a printer and a ipad from john lewis. I had problems with my printer recently, even after I had uninstalled software and put the software back on and downloaded just about everything I could find on the Epson website. The printer would work, even printing the page out and making the printing sound noise that it does but no ink would be on the paper. Phoned John Lewis and was asked to take it back to store. Took to John Lewis on the 20th. Expecting them to say, we will send it away and then when it came back for them to say whatever is wrong with it, isn't covered in the gurantee and its £25 to fix it. (That's what currys and pcworld do) I can't remember the ladies name, but she was very nice and just said she was just going to check with the manager the procedure of faulty products. Anyway she said just go and pick another one, Their wasn't any out on the shop floor what I wanted, but there was one on there website, I asked the lady if I could have that one, she said yes I can order it in for you, didn't mind but then said their is one down stairs, you can collect it. I will say that the HP envy 5544 that they currently have on offer in store, is brilliant, it was way more easier to set up the Epson, it updates Itself and its touchscreen. Was very impressed with the product. In all I have been shopping at John Lewis store in Sheffield since 2014, Mainly for electrical items and I have always found staff to be very knowledgeable, very nice and I would rate their customer service as excellent.”

Helpful Report

Posted 10 years ago

“As anyone who works will know, shopping online can be a difficult and worrying process because of the delivery complexities – required signatures, packages left in inappropriate place etc. This was partly why I was so appreciative of John Lewis’ previously excellent Click and Collect service. I could collect from a Waitrose near my work during the week or, at the weekend, near my home. The delivery charge came as a bit of a blow as I had previously done quite a bit of impulse and last minute buying, which I will no longer risk as the charge is generally disproportionate to the value of the order. There are other less well publicised problems though, the first being that we are now required to return items to the store they were collected from – not convenient. The second problem is with the way the changes were introduced, staff were not properly trained and instructions to staff and customers about dealing with returns are not clear. I recently returned two orders to two different stores who adopted completely different procedures, neither of which corresponded to the procedure as spelt out in my documentation. In the first store staff had to refer to instructions as they were unsure what to do, took all my documentation and gave me a small sticky label with the date (no other information) written on it. On this occasion they did finally confirm receipt of my return - 8 days later - and assured me that my refund would USUALLY be processed a week later i.e. two weeks after my return. Considering that the return was made in person, in a store, I can’t see why the process takes so long. Other retailers manage this within 24 hours. The second store accepted my return three and a half weeks ago, less than an hour after I’d collected it. Again they took all my documentation but this time I was given a handwritten receipt on lined paper. I’m still awaiting confirmation from John Lewis of the receipt of this return let alone the start of the refund process (which I’m now told can take up to two weeks). I’ve emailed customer service 4 times, who have responded twice to tell me they will investigate and respond within 48 hours (which they didn’t) and head of customer services once – no reply at all from them. I’ve now resorted to posting to John Lewis’ facebook page. They have told me they will “look into it”. I’m not holding my breath. What happened to John Lewis? They used to be an exemplar for online and customer services, now they’re bottom of the pile for both.”

Helpful Report

Posted 10 years ago

“I bought a pair of shoes from John Lewis on 25.09.15. One of the soles has completely worn through. I took them back, explained the position and requested a new pair. My request was flatly refused as the wearing of a sole is classed as "wear and tear" which I accept to a degree but it is clear after 6 weeks of use that one of the soles shouldn't have worn through. As a matter of goodwill they offered to have the shoe re-soled which I was not happy with. I went back the next day and asked for them to change my shoes again. Same response. If I had bought a TV that was faulty they wouldn't have offered to repair it, they would have immediately replaced it. They sold a faulty product so should just replace it.”

Helpful Report

Posted 10 years ago

“Bought fabric at John Lewis over phone decided to get a reward card so I could enjoy offers previews and so much more that the assistant said I was missing out on. So I contacted customer services straight away who said my purchase would be added. However got a snotty letter via email that as my card was not scanned at the moment of purchase I would not get the rewards. Usually I love going to John Lewis but what a disappointment. Perhaps they are getting lean. Not what they use to be and definitely undersold themselves this time. Avoid now.”

Helpful Report

Posted 10 years ago

“Continuing saga of my Sony Bravia TV (see one-star review one month ago). Since then John Lewis customer service said they would get Sony to send the screws for the stand. After 6 weeks nothing from Sony. John Lewis emailed that they would send me £50 for my my trouble. That was 6 weeks ago and there is no sign of the money. I found out the type of screw and ordered them from Amazon. Arrived in 2 days. If John Lewis ever send the £50 as a John Lewis voucher I will send it back. I never want to deal with this dreadful firm again. I wonder if their directors ever look at the stories of terrible service and rudeness on this review website. They should read them and weep.”

Helpful Report

Posted 10 years ago

“I telephoned JL customer service to cancel an order four days before it was due to be delivered but on the morning that the delivery was due I received a call from the driver to advise me he was on his way, I then explained that I had cancelled and he said this was something that occurs often. I have since tried to get my money refunded and have talked to numerous customer services people who keep telling me the refund is being processed however seven days later I've still not received and don't know when or if I ever will. I have also requested that speak to a manager but it would seem they are always at meetings. Please get your act together JL because this which was once a fantastic company to deal with are now very amateurish and I will not be using again.”

Helpful Report

Posted 10 years ago

“In April 2012 I purchased a John Lewis Dishwasher, which is used infrequently as I live alone and only use when I have visitors. Last evening I put a cycle on overnight, and was surprised to hear that something was occurring still in the morning. The troubleshooting showed I should call out an engineer. It has just cost me £112 to get an engineer out and repair. I think this is disgraceful, and the engineer told me it was actually an Electroluc machine which John Lewis put their name to. Needless to say I will think twice before I purchase anything again from this company.”

Helpful Report

Posted 10 years ago

“Wish I could give zero stars. Please don't waste your time trying to order anything from John Lewis, Failed to fulfil my order for in-store collection and blamed me for not being able to take a telephone call from them the day before the order was due to be collected. The call was for their own security purposes - card provider had authorised payment. Cancelled order and complained then got shunted around the customer services dept, dealing with a different numbskull each time. They didn't even bother to read what the issue was and trotted out scripted replies, one idiot even apologise because I hadn't received my account discount! In the end I gave up because they clearly don't care. If you actually want to get your items, don't bother with John Lewis because you will remain frustrated”

Helpful Report

Posted 10 years ago

“My elderly parents bought a Bosh fridge freezer on the 2.11.15. Delivery was 4.11.15. By the 5.11.15 it had broken down and they lost all their food!!! My Dad rang John Lewis to be told that he had to call Bosh and arrange for an engineer to attend to confirm it wasn't working. If when he got there and it was working there would be a £99 call out charge. The engineer came yesterday 10.11.15 and confirmed that it was in fact broken. My Dad was told by the engineer that he had to call John Lewis tell them that the engineer had confirmed it was broken then they would call Bosh to confirm it was broken . Then after all that John Lewis will replace it. My parents are 83 and 84. They have a freezer bag full of ice on the balcony with milk in it. Each night after work I take their evening meal . This experience has been very distressing for them. As their Daughter it is very upsetting and worrying to watch your parents get so upset and frustrated. I am appalled with the LACK OF CUSTOMER SERVICE! !!!! This outrageous situation continues.”

Helpful Report

Posted 10 years ago

“British institution, love it!”

Helpful Report

Posted 10 years ago

John Lewis is rated 2.7 based on 2,450 reviews