John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,436 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,436 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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“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.”

Helpful Report

Posted 6 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 6 years ago

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

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Posted 6 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.”

Helpful Report

Posted 6 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”

Helpful Report

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

“delivered exactly as promised with the delivery people keeping me up to date on time of delivery rfegularly...excellent”

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Posted 7 years ago

“Best quality product. Excellent packaging. Happy purchase!!!”

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Posted 7 years ago

“Bought a Smeg fridge from John Lewis which developed a fault which was diagnosed as a manufacturers fault we proceeded with attempting to get it replaced. Since reporting the fault to John Lewis over a month ago they initially tried to palm us off to the manufacturer and have since failed on numerous occasions to rectify the issue even though we have now proceeded to a formal complaint. Their staff are rude and completely unhelpful, not mentioning the fact they have a complete lack of understanding of their own complaints procedure which appears to be completely non existent. How can a retailer treat people so badly. Been without a fridge freezer for over a month in the height of summer and John Lewis could care less. Appalling customer service - John Lewis you have lost a previously loyal customer!”

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Posted 7 years ago

“They are a fab company. Never any hassles with delivery. Customer service is second to none. Excellent value with extended warranties on big electrical goods and price matched! Amazing British company with British values at heart! Please don't ever close down John Lewis”

Helpful Report

Posted 7 years ago

“Wow only 59% in ratings on here ! and the high complaints on Trustpilot I’m just anther in the long list of shocked customers of how this company has lost their unique customer call , without this customers will view the internet and realise you can purchase nearly all the top brands at JL elsewhere. Just look up the companys own websites you will have a larger choice to choose from . You’ll be first in line for when brands you desire have sales with great delivery service and outstanding customer care departments that will look after you as they value your custom . I have recently done this and questioned myself why I hadn’t before . JL have invested In outsourcing what was their outstanding customer care service department to Capita ! Why would any company with such high standards pass over their golden coin to let someone else throw it down the drain”

Helpful Report

Posted 7 years ago

“I have purchased my l pad from JL in 2014 and took out added care, once my 3 years ran out on added care I repurchased it again. 2 weeks ago the IPad was accidentally damaged. Called JL the got it booked it, Greenbridge company JL added care use took it away and rang me 3 days later saying it was unrepairable and they will send out a refurbished one. I explained that JL added care sold the policy to me explains is your item is unrepairable they send out a new one to similar spec or if the don’t have the model then something to higher to the same value you have already spent on the existing one we have purchased. I then get told from added care team that no it has to be a refurbished one and if I accept this then my added care policy will continue. I explained that this isn’t what I have been sold and on the policy it stated replacement and Not refurbished. This was the information also given to me by the JL advisor in store.. Added care team says go and take it up with them. They then said that the terms state this, I explained that I read on the JL website added care and it says nothing about refurbished item! They then claimed these terms / conditions were updated so read the ones that I had.. I then explained I never got any terms and conditions when I paid online for the policy.. JL added care advisor Kirsty’s answers well you should have read the renewal! I explained that despite the terms on renewal I still should have had terms and conditions once purchase of policy was made! Kirsty’s answer was WELL SORRY IF YOU DIDNT HET THEM BUT YOU SHOULD HAVE READ THE RENEWAL The issue is if terms and conditions aren’t sent when we purchase a policy then we don’t know what the small print says plus we have a cooling of period to cancel! Kirsty then says I have sent the terms and conditions now to my email and you know I still do not have anything. I explained that I haven’t had anything she then said well it’s an automated system that sends them .. and sorry if you haven’t got them. Since last week I have approached JL director office but they keep sending me back to added care escalation team which is Kirsty! Because the directors office say we have no idea regarding added care terms ! But if these people who are part of JL have no idea on the terms of added care then how does the average person like us know? The escalation have bullied me politely and have offered either have the refurbished iPad or take your unrepairable one back and £35 from the remaining added care policy. I have gone back to the directors office but still waiting on a response!!!!! I have been extermely loyal to JL and shopped obver £100 of pounds, taken added care on everything I purchased but honestly DO NOT BUY IT! This is my first claim and believe me JL true colours are out. NO ONE HELPS... directors office or JL added care they push you and force their decision upon you. Directors office says there the best people.. JL added care don’t have any care or value for there customers. To be honest addedcare aren’t even a part of JL there just a third party company who are doing great in loosing JL loyal customers. Since this claim I have looked up and JL have the worst customer services reviews... God know what’s Gona happen with my complaint .. it’s a waiting game now :( spoken to another lady called Louise who said she will investigate this complaint and comeback to me. Guys please be careful and don’t waste your money on added care.”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,436 reviews