John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,442 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,442 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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“I ordered an item online but it got lost in the post. Was not even contacted by John Lewis to let me know so I was waiting for more than one week. After contacting John Lewis via email, they made no effort to correct this, and said that if I still wanted the item, I would have to contact them during business hours by phone only.”

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Posted 7 years ago

“The best customer service in the country.”

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Posted 7 years ago

“Easy to navigate website and speedy delivery.”

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Posted 7 years ago

“Excellent customer service and assistance. Great choice of products and prices updated to match competitors.”

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Posted 7 years ago

“I thought John Lewis was well known for great service however when I went into the Chester branch today on the Greyhound retail park the staff were far from helpful. I asked someone up stairs for help finding a vase I had seen on the website. I had been looking around the store for about 20 minutes before asking for help. I was informed by a lady upstairs in what area it would be downstairs when I confirmed I had already looked she advised me that her system was showing 2 available therefore I should go and have another look downstairs and if I still can’t find it then ask someone at the till. I made my way downstairs for another look of which I still couldn’t find what I was looking for. I asked the lady on the till for help she had a look around and told me the store must be reporting the wrong number but I could go and order online. I wanted to see the purchase which is why I went to store and telling me to just go online is not helpful. I won’t be going to the store again anytime soon and I won’t be ordering online because I want to see before I buy.”

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Posted 7 years ago

“An email I sent this morning regarding fraud ..... Dear Sir, Yesterday I reported to you a fraudulent transaction on my John Lewis online account as well as my John Lewis Partnership credit card. This morning I tried to speak to the John Lewis fraud department (not HSBC the finance section) and for at least an hour was blocked and obstructed with massive incompetence. The first call after 10 minutes was cut off by someone who needs training with your phone systems. The second call after 15 minutes was put though to HSBC, the credit card finance people for John Lewis credit cards, even though I specifically explained that I want to discuss my online John Lewis account and I then had to end that call as HSBC were unable to transfer me back. The third call was the most frustrating, and of course I was massively stressed at that point. For 30 minutes I was dealt with by ****** – PY**** who although spoke nicely and politely was absolutely useless and obviously did not have a clue as to the importance of the call or what to do. Eventually after 30 minutes I gave her my home phone number and said it was now her problem and I was ending the call. The appalling way your call centre staff dealt with me this morning beggars belief – especially as you are John Lewis. I am trying to help you prevent a fraud against your company and it is obvious that you are not geared up for this. It was only my prompt action at 08:00 yesterday morning that prevented you loosing a £1,255.00 iMac laptop. My online John Lewis account is still active as you have done nothing to stop this account. It still contains an email address *************@outlook.com which is an email address which has nothing to do with me and is used by the fraudsters. It also has a mobile number 07574 *** *** which is a mobile number of the fraudsters. Stop this John Lewis account now if you want to prevent further fraud. Please also contact me urgently 020 **** **** over the weekend to deal with this. My office number 07:00 to 15:00 weekdays is 020 **** ****. I await your return call and am copying this email to Metropolitan Police and my solicitors for their information and for the record. Regards,”

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Posted 7 years ago

“Didn't have my size in store. The sales staff helped me by searching. Then they suggested click and collect. This was in York. The next day I'm happily picking up my order from Harrogate.”

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Posted 7 years ago

“I bought a garden table set (and its two chairs) from Oxford John Lewis, to be delivered to our London flat from their London branch 12 days ago. Still have not received it them because: 1) Noori, the shop assistant in Oxford, (I think this is his name) the young man who did the ordering ordered the wrong stuff, gave the wrong code number!!! 2) The truck driver went to number 126 instead of 129, though the address given to John Lewis is 129. Obviously he was not interested in his job, not paying attention, like Noori. 3) the following week, the truck driver found the right number building but delivered the wrong stuff as Noori had ordered the wrong code number. 4) As it is impossible to reach the righ person by telephone I had to go all the way to the Oxford shop from London. A lady called Karen seemed very helpful, (only seemed, was not helpful at all in the end) said someone would call me by 12:00 the next day to slove the problem. 5) Nobody called. So, I went again for a third time to the Oxford shop in the afternoon. 6) Nobody had an idea about my problem, nobody was willing to help or call Karen... Young shop asistants were busy socialising. I do regret having shopped at John Lewis. Big mistake. Nobody cares, everyone does half a job. Full of young, irresponsible, immature asistants... Who is going to compensate for all my time, energy and frustration? Dr. B. Bridge”

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Posted 7 years ago

“Always deliver to me promptly and in good condition.”

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Posted 7 years ago

“Purchased TV from John Lewis in February 2018. . Noticed within a week the sound kept going, the TV was repaired for that fault but was returned with another fault. Have been trying to resolve the matter with John Lewis who after 4 weeks are saying it’s a software problem which their 5 year warranty does not cover (how convenient). The people at John Lewis who answer your call are pleasant, full of apologies,even admitted I have been given the run around but have not resolved the issue. No one seems to read your notes,a different person rings you back every time or if you ring them it is some one different and you have to explain everything again and still not get a resolution. After four weeks of to and fro-ing I have now been told I have to deal with manufacturer even though television is under six months old!,Very,very poor customer service. First item I have ever purchased from John Lewis and most certainly won’t be buying from there again.”

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Posted 7 years ago

“My bag from the order was perfect but the shoes arrived filthy underneath with something underneath and RIPPED! They were Adidas and expensive - and from somewhere like John Lewis this is the last I'd expect to see! Delivery was very quick (about 2 days after dispatch) which was handy but sending back was a bit annoying because they were supposed to be for my birthday. Got my refund soon enough which was good. I don't think I'll risk ordering again however”

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Posted 7 years ago

“Sent an order i cancelled. Have set up 5 collections for unwanted goods. Still waiting for it to be collected. Still waiting for refund. Customer services couldn’t be any less bothered.”

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Posted 7 years ago

“They delivered the chairs I order on time and in perfect condition”

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Posted 7 years ago

“Poor product, and terrible customer service. Disappointed, as we have spent a considerable amount of money in your stores, and owning a company myself, I am aware of how to deal with complaints to resolve the matter in a satisfactory manner, which you, John lewis seem unable to do. I do not expect to have to make 4 phone calls (and a considerable length of time on hold) over 10 days to try to resolve a very simple matter. I had been told I would receive good will vouchers, which never arrived, as did the phone calls I was told I would receive. The refund has been given eventually but the whole 'palava' (your own staff's words) has left me very disappointed in John Lewis.”

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Posted 7 years ago

“Great price and a great service.”

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Posted 7 years ago

“Clothes arrived without undue packaging; returns policy is helpful and designed with the customer in mind.”

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Posted 7 years ago

“Great service”

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Posted 7 years ago

“first class customer service”

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Posted 7 years ago

“Usually good quality goods.”

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Posted 7 years ago

“I have received an efficient and fast service from John Lewis. Smooth delivery of the product as expected and their customer service has been great with queries. Although it was an expensive product, the cost was competitive and they also offered free delivery. ....I'm one happy customer!”

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Posted 7 years ago

John Lewis is rated 2.7 based on 2,442 reviews