John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,456 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,456 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

“they were unable to assemble a pre paid barbecue for delivery because the parts were faulty,and were unable to deliver it for the party planned that weekend.My wife had to chase them up as to what was happening.Eventually a phone call received earlier this week inquired had the BBQ arrived,although we had received no information that it was coming,which of course it had not.I was then assured it would be delivered today,and I asked the gentleman to make sure it was assembled.the unassembled box has just been returned to Lewis,but not the faulty BBQ which they had come to collect,which we had never received.I have now been assured that the assembled BBQ will arrive next Wednesday and offered £50 compensation for the inconvenience which is reasonable but does not excuse the unbelievable incompetence which we have been subject to.”

Helpful Report

Posted 8 years ago

“Order and pay installation for REPLACEMENT of previous John Lewis washing mashing and because it is in the shower room ( isolated in a separate cupboard ) refuse to install it. Those delivery guys are crooks !!!”

Helpful Report

Posted 8 years ago

“Poor delivery time all day with a mere 10 minutes call before arrival. Plumbed in my washing machine leaving a leak.I report it then you have to wait for a call back the next day. More than 24 hours later i get a call whilst driving and they do NOT CALL YOU AGAIN. I again had to phone . The machine poor and my laundry ruined I'm still waiting for an engineer to come weeks on. It is not usable .I replaced this with a perfectly good working machine .”

Helpful Report

Posted 8 years ago

“Lots I have made a review on trust pilot re a washing machine .However The delivery and installation very stressful. I'm a main door house with a path and garden . However on my public pavement outside used a lot by lazy dog owners not cleaning up they unpackaged my machine on the pavement outside my home. The connected the machine and it leaked .I called customer service and the next day whilst driving they called me .They do not attempt to call you again.I had to call them. You get a very long time slot and a mere call 10 minutes before they arrive .”

Helpful Report

Posted 8 years ago

“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”

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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.”

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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

John Lewis is rated 2.7 based on 2,456 reviews