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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“poor customer service and poor result on online shopping.”

Helpful Report

Posted 8 years ago

“Ordered a chest freezer which when installed did not work. Only found out a couple of days later with a full freexer defrosting. Very poor and unsymathetic response and unable to replace for nearly a week. Lost the majority of contents and unwilling to compensate for my lost as my houshold insurance did not cover loss, It was not a breakdown as it never had workd correctly. Eventually wrote personally to the Chairman but was told he would never see it by Customer Service Manager as it would be intercepted. Eventually got £50 which only covered a small part of the lost of contents. I will after 50 years of being a loyal customer not be using them again. It is the senior mangement that are the problems with the outsourcing of services to some of the known poorest performers in the field.”

Helpful Report

Posted 8 years ago

“Horrible online experience, they won't call international customers. Charges and sizes are not clear.”

Helpful Report

Posted 8 years ago

“Arranged delivery of fridge freezer, with disposal of old one. Advised them there was a set of 7 steps and to let the delivery driver know so they come prepared or with an extra person. JL pass the order to their supplier (they are acting as drop shippers) Hotpoint. We wait for a week for delivery to be arranged and then a further week until it can be delivered. On the day of delivery (Friday) the lorry turns up with only one man and they are unable to deliver due to the steps. Which we had told them about. Though they do offer to leave it at the bottom of the steps for us and not take the old one. We are told we have to wait for the driver to return to the depot later in the day and they will re-book delivery. After hearing nothing Monday morning, I phone at lunch time to find out what is happening. I am told by Hotpoint that the fridge freezer is now out of stock and will be approximately 5 working days to come back into stock. Amazing as it was at my front door on Friday and after booking back in, they have sold it to someone else and I am now expected to wait a week or two for a fridge freezer ordered 2 weeks prior. Hotpoint couldn't give a monkeys and just offered me an address to write and complain to. John Lewis said there wasn't anything they could do and offered no alternatives. They even suggested they would be happy to cancel the order if we could find one elsewhere. They showed zero interest in my custom! Order cancelled, purchased through ao.com who have the item in stock and delivered the next day. Avoid John Lewis, we paid a premium for what we thought would be great service. Wrong! We will avoid using John Lewis stores or online in future as they clearly do not value our business.”

Helpful Report

Posted 8 years ago

“I received a phone call at 16:15 to say that my delivery (due to be delivered in the 11:00-17:00 delivery window) was not going to be delivered today due to an electrics issue in the delivery van. The driver advised that I call customer services to arrange a courier delivery or to set up a new delivery slot. When we called customer services, they said that they were unable to rearrange delivery as the issue has not been registered yet. I asked if there was anything else they could do to help us rearrange as we had already stayed in all day for the delivery and now had to cancel plans for the evening as we had invited friends over for a BBQ which wouldn't be delivered now. The agent put us through to somebody else who explained that the driver actually must have "run out of time" and couldn't deliver our BBQ today which wasn't helpful. We asked if he could try to help us with rearranging a delivery and he said that he would try and would contact us before their 6pm closing time. This conversation terminated at 4.30pm. After not having heard back, I called again at 5.45pm and the agent tried to call delivery to find out why they hadn't called us back to find that they were already closed. The agent put us on hold three times to find out what else he could do to help us but to no avail. He then told us that we would be contacted first thing on Monday morning to rearrange. I work full time and will not be able to take the call and stressed this on the phone but there was nothing the agent could do to resolve this either. Appalling customer service from all three agents I have spoken to today and still do not know when our already paid for BBQ will be arriving.”

Helpful Report

Posted 8 years ago

“Poor customer service, and faulty goods installed which apparently I have to lose work and time to resolve. NEVER AGAIN . £5500 down the drain”

Helpful Report

Posted 8 years ago

“Wish I could give no stars years of trying to have my fitted bedroom furniture installed correctly .customer service even by so called managers appalling . Use at your peril”

Helpful Report

Posted 8 years ago

“Hungarian down duvet costing £110 was almost devoid of filling. Customer Services were, however, very efficient and duvet was repacked and ready for collection within twenty minutes of receipt. Will make sure I see and feel anything of this nature if I ever buy another. Joan Key”

Helpful Report

Posted 8 years ago

“I purchased a replacement gas hob with installation for my 8 yr old property. After waiting weeks for the installation, when he finally turned up the John Lewis engineer said he could not do it since he considered the ventilation in the kitchen was inadequate due to a conservatory having been built since the last hob was installed. We ordered an electric hob with installation by John Lewis instead. This time the engineer said the hob was too powerful to have the double oven on at the same time so wouldn't fit it! At no point did the John Lewis website give any guidance on power requirements. After reverting back to the decision to fit a gas hob and getting an independent gas engineer in to do the necessary modifications, I was informed that the ventilation WAS adequate. When I complained to John Lewis about the waste of time and money involved, they were unapologetic and refused any compensation. I expected better customer service from John Lewis, have cancelled my membership card and will never buy anything from them again.”

Helpful Report

Posted 8 years ago

“Very poor customer service at John Lewis Reading. I bought a laptop which had various problems in 3 months but I received little or no support from the team leader, wrong information given me by an employee. Go buy a laptop somewhere else.”

Helpful Report

Posted 8 years ago

“Abysmal delivery service. Poor customer service when trying to solve the problems. No reply to latest email. No reply from so called 'delivery team'. And to add insult to injury the dishwasher has developed a fault.”

Helpful Report

Posted 8 years ago

“I ordered a dress for my daughter's prom online on April 14. Delivery was meant to go to my local Waitrose store that weekend. I received an email on the Saturday that delivery was due to say that delivery would not arrive that day and to await further notification. A couple of days later I received a voicemail to call back. I was told that my dress had been sent to the wrong store , no more stock was available but that they were expecting more stock in a week. So I said i would wait for the new stock. A week later I make contact again and am then told the truth that I will not be receiving this dress. No apology. A refund was promised on 21 April . Only after I have chased this up did I get a refund today 23 May. no apology except to say someone had put a note on my case and forgot about it. Such shameful customer service. I am owed an apology for shoddy service, the fact that my money has been taken and accruing interest in your account/ cost of calls and effort to chase up my money.”

Helpful Report

Posted 8 years ago

“Terrible communication and coordination from their customer service delivery team.”

Helpful Report

Posted 8 years ago

“Terrible company policies, do read all terms and conditions and even then ensure you ask for any further terms and conditions that aren't listed. Example "Never Knowingly Undersold" they claim this to be part of the policy with regards to this but this is noted stated anywhere in the terms and conditions.”

Helpful Report

Posted 8 years ago

“I ordered a dishwasher from them, which was to be installed and the old one removed for an extra 100 pounds(approx.). The delivery team were unable to remove my old dishwasher (they didn't even try) as the cold water feed was a little hard to get to. You would have thought that 100 pounds would have paid for someone with a little bit more knowledge of how to remove and replace a dishwasher. I wasted most of the day waiting for the bad news. I complained to John Lewis and they said there delivery people cant install anything that is nothing but straight forward. Rubbish!!”

Helpful Report

Posted 8 years ago

“Over ran by nearly 2 weeks on lead time which is bad enough but the customer service staff are a joke - rude and don't care”

Helpful Report

Posted 8 years ago

“Bought a sofa from John Lewis two years ago. After a year of having the sofa the fabric started to go bobbly which has progressively got worse to the point where I have now contacted them to see what they can do about this after only having the sofa a short period of time. Their response: It is now out of the guarantee and this is down to general wear and tear on the fabric, this would not be covered by our inspection and John Lewis would not be taking this any further. Known for their quality products and good customer service are they!? What kind of guarantee do they offer of a sofa isn't even under guarantee after only two years! Three misleading quotes from this 'high quality' retailer to further add to their non existent aftercare: "All our fabrics exceed the British standard rub test, ensuring longevity" 2 years is classed as 'longevity' for a sofa!? "Our covers are overlocked inside and out, so they won't fray and will last longer" "Last longer"....don't even last a year! "Seat webbing is pulled to the same tension on all products, to make sure the seat wears evenly, no matter how you sit on the seat pad" Complete lie Don't make the same mistake I did and fall for their false customer commitments. You'll pay over the odds for something you can get elsewhere for much cheaper and with better after care”

Helpful Report

Posted 8 years ago

“Visit date : 04/05/2017 Time: 14:27PM oxford john Lewis Section: child wear As i always go for my cup of tea to oxford john Lewis , Mostly i buy cloths and toys for my kids from john Lewis. All of us including my parents and kids love john Lewis . But i had worst experience made me so much upset. I pulled out on t-shirt from child wear and looked at it. Suddenly from no where one the staff member approach to me and accuse me for making a mess which is i did not even do it. And start telling me in order sense to clean and tidy all the mess. I was shocked , I looked at his face and he order me again then i replied to him why would i clean someone mess. Lack of training or may be he was not fit for job. But it made me wonder what kind of staff they have on the front line but the other side Manager called Denis(MANAGER) was amazing guy , His approach was very professional and he made me happy by apologizing which was not even his fault.”

Helpful Report

Posted 8 years ago

“I have purchased a Sony lens SEL55-210 online order 109648568. When received the lens, it was not sealed box and not authentic. So range customer service and requested replacement in the Solihull branch for next day after 2pm (because I live in Solihull). And next day after confirming through customer service, went to the Solihull branch with the lens to collect replacement. At the Solihull branch technical manager said that they haven't received any replacement. They had same lens in the stock but still they refused to replace. After one hour argument, they replace the lens. It was a terrible experience of my life. Yesterday I checked my bank and found that John Lewis have charged me twice for one lens. It's discussing that John Lewis are so deceiving tried to rob me. I was lucky that I checked my bank. Then I rang customer service and agent said cannot do anything. So I request to talk with manager. Finally, manager apologised and confirmed refund in 4 days. Since I have purchased this lens, receiving emails and received this second order number 75518695. Customer service replied to my inquiry and they just didn't bother about my complaint. Just copy and paste their usual reply. They are not trusted at all. Please be careful.”

Helpful Report

Posted 8 years ago

“Ordered a pair of curtains, track and fitting a few weeks ago (John Lewis Cheadle). I am still waiting.... The communication has been very poor. We were waiting for some parts for the track however I never received a phone call explaining why there was a delay. I have made a number of phone calls chasing progress and on 2 occasions was told I would receive a phone call back, one from the progress team and another from the 'diary' team. I am still waiting. Furthermore, when I ring to chase I am waiting on the line for a significant period of time before anyone answers, I don't want to leave a message for call back as I have no confidence that anyone will ring me back! I have spent over £1000 and would have expected much better from John Lewis. Last time I shop with them....”

Helpful Report

Posted 8 years ago

John Lewis is rated 2.7 based on 2,450 reviews