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John Lewis Reviews

2.7 Rating 2,434 Reviews
41 %
of reviewers recommend John Lewis
2.7
Based on 2,434 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
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About John Lewis:

Uks biggest premium department store.

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Anonymous
Anonymous  // 01/01/2019
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 9 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 9 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 9 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 9 years ago
British institution, love it!
Helpful Report
Posted 9 years ago
Rug delivered a week ago, but Unfortunately completely different to item ordered. I accept this, mistakes happen, but the JL returns policy is a joke. They scheduled DPD to pick up the item on two separate occasions, the item is still in my hallway a week later (my wife has now wasted 2 days holiday waiting in for the pick-up of this erroneous item, JL are aware of this and couldn't care less which in my view is disgusting customer service!). I've subsequently spent hours on the phone to JL.com, all representatives try to appear helpful but have absolutely no idea what they're doing. Note that no refund is issued until item is processed as returned to the warehouse (heaven knows when that will be) what good is this if the item is still to be collected?? Sort it out JL, you used to offer a decent and reliable service, I will not use this again, but please, just refund my damn money now! You're mistake, not mine!
Helpful Report
Posted 9 years ago
Had an awful experience with John Lewis. I had to return a broken Hoover which was still under warranty. JL managed to lose it for 3 weeks in a warehouse. 7 phone calls and 16 emails later, after being passed from pillar to post, they eventually found it in a random warehouse. They then told me it would take a further 5 or 6 weeks. I hadn't been told any of this at the outset, I thought it would take a couple of days. I've never experienced such incompetence, it was such a surprise as I'd thought John Lewis were good at customer service. I won't be shopping there again for electrical items.
Helpful Report
Posted 9 years ago
John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!
Helpful Report
Posted 9 years ago
John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!
Helpful Report
Posted 9 years ago
I booked a curtain making service for them to measure up today. 2 emails & 2 texts to confirm booking. Ensured I was at home from mid day as it was an afternoon appt. No time given of expected arrival. Rang at 14.30 to be told they work till 16.00. Appt is supposed to be for 120 mins. No show..no phone call or txts. Seriously bad customer service. I have more in life than waiting for 5 hours with no contact. So unimpressed & nothing will persuade me to use them again for this type of service.
Helpful Report
Posted 9 years ago
Absolutely terrible service - I wish I had read the reviews before I ordered a dishwasher from John Lewis. After 8 days with no sign of it, I phoned and was told that the couriers would be contacting me shortly to arrange a delivery time. When another four days passed with no sign I rang again, and this time I was told the courier would contact me within two working days. Five more days passed, I rang again, and was given the absurd excuse that the courier did not have my mobile number and so they could not contact me to arrange delivery. I was told that they would contact me very soon that day. When that did not happen, I cancelled the order, discovered the same dishwasher was available form Curry's at the same price, I ordered it, and it was delivered the next day. I will never use John Lewis again.
Helpful Report
Posted 9 years ago
We bought a Samsung tv in February 2014.It developed a fault so at 8am Wednesday the 28th October I called John Lewis' technical department and was advised that an engineer would be with me on Saturday morning.Saturday morning has been and gone,I have rang twice to see where the engineer is to be told that they can't be contacted on a Saturday and the best thing to do would be to reschedule.I could only be given a morning or afternoon slot for next Thursday! and am not prepared to take time off of work to sit in on the off chance that the engineer decides to put in an appearance.I asked if I could take the tv in to the branch and was told yes -i could take it to the technical department to be sent off as the likelyhood was that the tv wouldn't be fixed at home and the engineer would take it away.I could have done this on Wednesday!Very poor service from a company that I have always trusted to give excellent service.
Helpful Report
Posted 9 years ago
Found lovely sofa's in store, wow!!!!!!! how much????? I know! Reputation built off price matching for the same goods. Found the only manufacturer of this sofa in the country, British built quality for many years. That company provided me all their suppliers for that product round the country from their website. Wow! found a company doing exactly the same sofa from the same manufacturer for £1400 less for the two sofa's I wanted. only delivery 6 to 8 weeks but J L 7 days. so I go back with the undersale quote.............well would you believe the excuses and the legal rhetoric ,the best being the sofa is named differently from yours sir! The only difference .FOR THE SAME SOFA...............Made exclusively for us..........not true! This company has gone down in my estimations over the years.It has used slick advertising and clever marketing to dupe you into buying from a company that once had a great reputation for providing great quality at a fair price with a brilliant before and after sales service, which is now not true , as they never call you back .Plus if you're prepared to do a little bit of research you will always undercut them and in fact the company which have now received my hard earned cash,have bent over backwards to be of service.I will be recommending all my friends to shop from here I will never visit or use this company again!
Helpful Report
Posted 9 years ago
I purchased a tablet from JL.com a few months ago, and it developed a fault with the SD card slot. I sent a very detailed email to them thinking it was the best way to get in contact because I could think about the best way to describe what was going on and what I'd tried. I then get a response 16 days later saying, sorry but the warranty team isn't the right place to call and errr, thanks but phone this number. If you weren't going to do anything, surely you could have told me a little sooner. This isn't what customers expect of any company, let alone one that supposedly prides itself on customer service. Perhaps they could learn a lesson or two from Amazon!
Helpful Report
Posted 9 years ago
I am saddened by the apparent decline of this company regarding customer service. Certainly I have been blatantly lied to by frontline staff three times in as many months and whilst each occurrence has been appropriately dealt with by senior managers I find it a disturbing trend to have happened so readily in the first place. What has brought me to review them today is that I have just tried to invoke their ‘Never Knowingly Undersold’ PriceMatch policy and I think the reasons why merit a review as it illustrates to me the decline of the company with regards customer service. I recently purchased a dishwasher from John Lewis for £749.00 Today I noticed that on Currys website I could buy it for £699. The price was £749 with a code on the same page to enter for £50 off at the checkout as it was on promotion. This was not a third party or promotional voucher from another site, or even another page on the same site. It was a material offer to buy the machine for £699 direct from the product page without leaving the Currys site. I can be bought today direct from John Lewis for £749 or direct from Currys for £699! I submitted a form online to John Lewis and had it rejected a few hours later as John Lewis price policy ‘does not cover vouchercodes'. I can appreciate John Lewis not matching codes, promotions and discounts that involve third parties but in this instance the machine could be published direct from Currys without third party involvement/vouchers for £699. The same process at John Lewis would cost £749. To me this was exactly what the ‘Never Knowingly Undersold’ policy was about - Customer assurance of paying similar £ for similar items being sold by similar firms on similar terms without the cliched Section B, paragraph 4, subsection 5c rhetoric nonsense. When I rang I was told that the issue was that a vouchercode was required and nothing could be done. I find this strict adherence to letter of the law and not spirit of the JL policy to be disturbing. Interestingly John Lewis offer free (usually £19.95) Express Delivery on this dishwasher at the moment. How? By entering a code at the checkout. Codes are acceptable when it suits it seems. (Not that Express Delivery was an option for me - not applicable to remote areas and nothing offered in lieu). The team responsible for disallowing the application will not speak to the public and I was told that I would be contacted within 48hrs. My recent experience with callbacks is that they do not happen. Very disappointed with the decline in this firm who used to have such excellent and renowned customer service. I did subsequently receive a very patronising email from John Lewis stating that: “I understand that this particular nuance might be hard to understand”. Disgusting!
Helpful Report
Posted 9 years ago
Appalling customer service!!!! My first fridge freezer was delivered with 7 dents, had to wait for 10 days to get it redelivered. The second appliance was also faulty. I raised a complaint 02084886, was told a manager would be calling me back but no one had the decency to do so despite many calls/emails. Next thing, I receive a text to inform me of a redelivery date I didn't agree to. This thing has been going on for other a month. Just called again and I have been told someone would be calling me back again....no resolution. I originally choose JL for piece of mind but should have gone for the cheaper more reliable options online
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Posted 9 years ago
We went to JL Cheadle, Cheshire on Thursday to look for a Bluetooth music system to replace our previous one (also bought from JL). We were so lucky to meet Sam, who works for Samsung and JL - very knowledgeable about all the units and not pushy at all. Russell who was the 'main man' within the music area, came into the conversation as well and was just brilliant - helpful and full of information, he is just the sort of person that you want to talk with about a product. We had our best experience yet at JL and we have had a lot of good ones. Would thoroughly recommend the Cheadle store and the two people mentioned.
Helpful Report
Posted 9 years ago
John Lewis Fusion Hammered Brass Mirror, Square £125 I was so disappointed after this mirror was delivered as it looked wonderful and just what I had been looking for but, It had a defect on the mirror. I returned it and was sent a replacement...the defect/scratch was worse than the first mirror. This was sent back and a third mirror sent out....this was much worse than the first two. There was a scratch on the glass and the metal surround was damaged/different colour in places. I think the whole batch of mirrors must have been faulty. I see that the 3 mirrors we bought are now back in stock. I would suggest no one buys them!
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Posted 9 years ago
Last Sunday I was in John Lewis at Poole and realised how much better the picture quality on a new TV was than my existing model. I took various model details and went home to read the reviews on line. I decided on a model but discovered Richer Sounds did the exact same model for £100.99p cheaper. Contacted Poole and they said they would ring back shortly. Never did so I rang again and they agreed to the price match but would not take an order because they had none in stock. There web page stated more than 10 in stock. I rang customer services who said it is in stock but I could only get the reduced price at Poole. Now after complaining Poole ring up for me to place an order. Richer Sounds are far better on price and service. I believe its the bonus aspect of John Lewis which makes their staff put greed before service. This is my second bad experience with John Lewis. I now believe they are as bad as Currys. The first time was a smelly expensive mattress and despite my many complaints it took 3 months before they agreed to get the manufacturer to have a look. He condemned it and it took another month for John Lewis to issue a refund. Pity they have just lost 4 former customers.
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Posted 9 years ago
I had to return an item to store that was purchased online via paypal. I was told that a refund would be forthcoming in 7 working days. After no refund in the above time, I emailed again to be told it can take 28 days. Simply not good enough.
Helpful Report
Posted 9 years ago
John Lewis is rated 2.7 based on 2,434 reviews