Name: John Lewis
Rating: 2.66

“I returned two bed side tables over two weeks ago, I'm still waiting for a refund.Customer services is a joke,what a shame, I thought you could rely on John Lewis. I have shopped at John Lewis for many years, this is the first time they have let us down. Let's see how long it takes for them to return £350”

Helpful Report

Posted 9 years ago

“Have been trying to get a refund from John Lewis for a couple of weeks and has been a nightmare, bounced around departments, hanging on the phone, emails that make no sense. I wish I had bought the product from Amazon for £10 more because I know from experience they refund your money in a day, with 0 hassle. I will never shop at John Lewis again.”

Helpful Report

Posted 9 years ago

“I received an email from DPD, who said they were a Carrier for John Lewis, and a parcel was due to be delivered, the email gave me no reference number to check and I had no outstanding orders from John Lewis. It smelt like a scam so I forwarded it to John Lewis, with my concerns, nothing !, only an automated response promising to deal with my complaint in 48 hears , It was not a complaint but I was trying to protect John Lewis, I then rang their Customer Service, only to have the phone put down on me as the operators could not understand English. Charlie Metcalfe, President of John Lewis published his email so I contacted him, it was the only address available. Next morning another email from Customer Service saying they could not deal with my "Complaint", there was no reference number, a point I had made already to them. Eventually Charlie's office contacted me and a supposedly senior executive emailed me; it was not a scam. But she admitted the company had completely got it wrong, with the order, the delivery and certainly with Customer Service. It took at least 6 emails/calls from me until John Lewis even offered an apology; I was never thanked for trying to tell them their reputation could be jeopardised. Why are John Lewis using Carriers who are so poor, even the "White Van Men" bring proper references. I thought this was a great shop it isn't any more. They should take a good look at Debenhams and Amazon who are setting high standards in Customer Service,.”

Helpful Report

Posted 9 years ago

“I ordered a freestanding dishwasher to replace an integrated dishwasher in a kitchen that is about to be ripped out. I paid for fitting. The engineer arrived (23 Dec) and refused to install it, said I had to pay the fee for installing an integrated dishwasher, something he alleged he could not do. I was left without the new dishwasher over Christmas. I contacted Customer Services immediately, was told they would call back to respond to complaint. They didn't. I called back on 27 Dec, was told depot closed but they'd call next day. They didn't. I called back (28 Dec) and the guy argued with me at first, saying I ordered wrong service. When I challenged, he spoke to his boss and agreed I had paid for the right service so it was their error. He said someone would call back, etc. They didn't. I called back (29 Dec) and finally got installation booked and fee refunded but not until 14 January. - I was never called back by John Lewis to offer a new fitting date - As a result I had to chase this matter up three further times, involving long and tedious phone calls, spending ages on hold while each person re-read the notes - Each time I called back the operator agreed to carry out the installation as requested but on each subsequent call the operator refused to agree the previous position. I complained to tell.us.more(at)johnlewis.co.uk. Someone rang me back from there, offered no gesture for all the inconvenience caused, and even lectured me that I should have read the terms and conditions closely. When the long-awaited delivery and installation day dawned there was a time slot of 7am - 2pm. The chap arrived at 12.00, I showed him where the machine was going. He looked around and asked where the dishwasher was. Surely he had brought it? No, he was told it was at our house. The smart Alecs at Customer Services had even managed to get these arrangements wrong. I am completely disillusioned with John Lewis after this experience. I have been a customer all my life and I have never met such inflexible and annoying behaviour as I did with this purchase. I can see that many others have shared their bad experiences on Trustpilot and that i am by no means alone. This once admirable store chain has outsourced its Customer Service operation to Capita, which has completely overturned its ethos of customer service.”

Helpful Report

Posted 9 years ago

“I took a lap top in form repair, the Customer service is appalling, no-one wanted to know I was passed from pillar to post. I have made so many phone calls and got nowhere. I am still waiting for someone to ring me back. They promised a replacement because they couldn't mend it. That was last week. Apparently no-one answers the phone in the technical department and e mails are sent to them but they only answer them at the end of the week. I will not shop there again.”

Helpful Report

Posted 9 years ago

“Realised too late that John Lewis is no longer the store I once knew and where I purchased majority of my kitchen equipment, furniture, curtains etc. Ordered a new oven in December and the overall fitting plus discovery of damage to the oven casing - after it was installed, I then began to realise this wasn't the usual John Lewis service. The saga is continuing and being told to call the local store - which isn't the local store but a call centre with the usual indifference that call centres offer. Sorry but John Lewis has lost it for me, even their Southampton store isn't what it was so all the signs were there. I'm in the process of writing e-mails to those 'concerned' but judging by other reviews can't see it will get anywhere.”

Helpful Report

Posted 9 years ago

“I'm 7 months pregnant and have had 2 months of stress, several hours on the phone and am still without resolution. We bought our pram from John Lewis. First the cancelled our order without telling us, no refund and then told us it was Silver Cross's fault and left us to find the problem with the help of Silver Cross... Turns out it was John Lewis' problem all along. We then had to re-order the pram through John Lewis because they told us it would be 5-6 weeks before they would put the money in our account. Although we finally have a pram we are now trying to send back a part of it. Throughout this process we have had to spend several hours on the phone with unhelpful representatives. My husband has been verbally abused by a member of staff who thought she had her phone on mute and then tonight after asking to speak to a manager I was told "I wasn't important enough". DO NOT USE they have caused two months of unnecessary stress to me and my unborn baby and they couldn't care less!”

Helpful Report

Posted 9 years ago

“If you buy from John Lewis I hope you don't have any issues, because you will have to deal with their 'customer service' department, who are truly awful. I bought a laptop but the contents of the package was lacking the documentation as described on the web site. It took 6 emails, including 2 to the customer service manager (first one ignored), before I received a phone from an reluctant unhelpful person who tried to fob me off by saying that there was a web error and the suppliers don't provide documentation any more. Well, that's not the point - they have an obligation to supply what they have described. To suggest otherwise is either ignorance of the law, or wilful 'misinformation'. I bought a camera from them last year, but I will never darken their door again.”

Helpful Report

Posted 9 years ago

“There is a huge difference between John Lewis stores and John lewis online. The former offers a fantastic service but the online company is completely different. AWFUL customer service.... I have had to chase refunds on multiple occasions, am given conflicting information from each person that I speak with. No email communication to track returns or refunds, and months go by between date of return and eventual refund (only after chasing them multiple times, and spending hours on hold... often getting cut off, and having to call and start all over again). One of the most frustrating and awful internet experiences I've had....AVOID if you can.”

Helpful Report

Posted 9 years ago

“This was seriously the worst online experience I've ever had. I also run an ecommerce department so I know first hand how poor they have been. I ordered a suit for £350 but there was an error on the order. I called to amend and the girl said she would cancel and start again. I said fine but only if the money on the card was untouched. She assured me this was the case and no hold had been put on it. She put it through again but was pretty clueless and made an error, selecting 5 day delivery instead of 24 hour despite me specifying several times. I told her to change it but she said she couldn't and would have to cancel again. Again she assured me the money wasn't held. I asked to speak to someone else as she was obviously untrained and she refused. I insisted and she said no! I hung up and redialled, by this time pretty angry. The next woman said the money would have been placed on hold for 24 hours (omg now £700) and would be taken this time. I had to put it on another card now up to £950. She was much better and sorted it. 48 hours later the held money still hadn't gone in and my bank explained it was 7 days. 7 days in January of £700 sat in space. Oh but it gets better, the suit arrived and it was just the jacket - the trousers were missing. I. Was. Livid!!! It was for a time sensitive occasion so I called again and they couldn't get me the trousers in time so I had to buy a suit elsewhere so I'm now at £1200 out my account for a £350 suit. Sent it back via Waitrose and it has got lost in the system. The man told me 3-5 days to get back, it's now 7 days. I've sent them all the returns proof and asked they just refund me (Marks and Spencer are very good at this) and they have refused, several times, and have said I have to wait 14 days, despite this awful experience. I will never shop there again and urge others not to. Amazon and M&S have always excelled at customer service and I would have assumed John Lewis would be the same. Nothing could be further from the truth. I do online shopping a lot and have headed up several online businesses and this is by far the worst.”

Helpful Report

Posted 9 years ago

“After placing an order online for a Samsung 9kg washing machine on Saturday 26th December 2015, we had a delivery date confirmed for the following Saturday which was the 2nd January 2016. The first problem we encountered was the delivery time. We were quoted that it would be delivered between the hours of 11:00 to 15:00. After receiving no call (which is the normal procedure) and the time pressing on, I decided to call the delivery company which was an independent courier service around 14:45 to be told that the drivers mate was not well and my order had been passed on to another team and it would be delivered but they were running late. They stated they would get in touch with the delivery team and would get them to call me with an ETA. I had made arrangements that afternoon and decided I wouldn’t waste any more of my time waiting and went out still expecting a call from the delivery team. I never did get that call. I returned home around 17:00 and not long after there was a knock at the door. They delivered my item in a rush (as I could only assume they were busy and running overtime) and left it in the garage where requested. There was no packaging which I thought was strange. After they had gone, I was inspecting the washing machine whilst reading the instruction manual and notice that the drum bolts were not installed. I called John Lewis that very day to report this and was told it would take up to 48 hours to get a response from Samsung. Little did I know that the item was being delivered direct from Samsung and John Lewis was the middle man. Expecting a call on Monday 4th January 2016, I chased them and was advised that there was still no response from Samsung and they would chase this up and come back to me Tuesday 5th January 2016. After waiting all day Tuesday, I called them again that evening and was advised by a different advisor that Samsung still haven’t come back to them and so they would chase them up and come back to me on Wednesday 6th January 2016. Whist speaking to the advisors over those past couple of days, they agreed with me that the bolts should have been in as stated within the manufacturer’s instructions. I found myself chasing John Lewis again on the Wednesday evening and spoke with a third advisor who apologised for the other advisors not getting back to me and said he would chase this up again and come back to me. He called me Thursday morning to explain that Samsung had now replied and that it’s a company procedure for the delivery team to remove the bolts and packaging prior to delivery into my property. He stated that Samsung said that they would send the bolts out in the post. I was not happy about this as the bolts should not have been removed in the first place and if its standard company procedure to remove the bolts, then surely it should also be a standard customer procedure to advise the customer that the bolts have been removed and hand them to the customer for safe keeping. As the manufacturer’s instructions state ‘appliance must not be moved in transit without the drum bolts installed’ so if I ever needed to move this, I would need my bolts. He agreed with this and said he would go back to Samsung and state that I am not happy with this and that I wanted the machine replaced. It was now Thursday 7th January 2016 and this had gone on long enough. After speaking with my partner, I took it upon myself to chase John Lewis yet again in the evening for an update. I spoke with a fourth advisor called Demi who was very apologetic and sympathised with the time this was taking as I advised her I am without a working washing machine and needed to get this resolved. Demi spoke with her line manager and stated that they both agreed with me and that this wasn’t acceptable and took it upon herself to personally deal with this situation from now on and stated that she was going to called Samsung and request that the machine is to be replaced and would call me on Friday 8th with a delivery date for my replacement machine. I waited until the afternoon of Friday 8th January 2015 and found myself chasing John Lewis yet again only to be told by another advisor that Demi had left for the day but she had left a note on the system to say she had chased Samsung with no response and customer not advised. I was then told that as Samsung are not ‘playing ball’ and not responding and that this would be escalated from the John Lewis Omi department to the higher John Lewis diversion that negotiate the contracts and they would tell them that they are to send out a replacement machine. I asked the lady how much longer this would take as I could not wait another week for a replacement machine. She stated that the division it was being escalated too would make sure Samsung sent out a replacement machine and that it would be with me before the following Saturday which was the 16th January 2016. She also stated that I would get a call on Monday 11th January 2016 with a delivery date for my replacement. Again I found myself chasing John Lewis Monday afternoon to be told that there was no response from Samsung , they would chase again and come back to be Tuesday 12th January 2016 with a delivery date for my replacement machine. I called them yet again on Tuesday 12th January 2016 only to be told the same thing they told me the day prior. Wednesday 13th I received a voicemail from John Lewis stating that they were still awaiting a response from Samsung and would get back to me. By this point It was becoming a joke. This level of customer service is not acceptable so I called again Wednesday evening and at this point I was very irritate, angry and disappointed with the service. I stated that this was enough now and told them that I just wanted my money back and was no longer interested in the replacement. I told her I was well within my rights for a refund and John Lewis had taken too long to resolve this as it had taken 8 working days to get to this point still with no resolution other than verbally agreeing to replace it. I called yet again Thursday 14th and asked to speak with Demi. She was not available and the lady I spoke with said she would speak with Demi and call me back shortly as she could see there was a large build-up of notes on the case and wanted to look through it all. She called me back only to advise me that I would not be getting a replacement machine and the bolts would be sent out to me. At this point I completely lost it. I told her it’s taken you nearly 2 weeks to tell me the same thing you told me at the start even though it was verbally agreed by yourselves that I would get the replacement. I told her that your calls are all recorded so you will be able to trace back through them. She then went on to be very difficult and patronising asking me what I wanted knowing full well the history of this case. I stated that I now wanted a refund due to the appalling service and that the least you could do is refund me straight away so I could purchase a replacement machine elsewhere. She advised me that I could but would have to wait until the machine had been collected for the refund and would have to pay an uplift charge for the machine to be collected. It felt like she was goading me! I found this extremely disgusting and unacceptable. I went on to state that not only have to wasted my time, you have let me down, mislead me and your customer service has been appalling over the last two weeks. You have failed to do your job correctly and now you want me to pay an uplift fee to have the item sent back. Out of all the advisors I had spoken to over the last two weeks this advisor was unprofessional and had either clearly not read the history correctly or had very poor customer service training. I had to ask her several times that I wanted to speak to a senior member of staff as I was not prepared to speak with her anymore. I was then put on to Omi manager Amanda who was unaware and unprepared for our conversation as she too was not very helpful. Amanda was really only dealing with the issue of the uplift charge to which she was not prepared to initially wave. After explaining the whole situation over the last 2 weeks, it felt like I had to convince her to eventually wave this uplift fee. After all John Lewis has sold me the washing machine which was delivered incomplete as purchased (as the bolts were missing) and I know that I am well within my consumer rights to request a refund and collection on an item which is incomplete at no cost to myself which I would expect your company / staff to know. I felt it was a total insult to even request that I should pay this uplift fee after the pour customer service that I have received from John Lewis over the past 2 weeks along with the fact that you also stated verbally that you would be replacing the machine, to then retract this statement and refuse to replace it is disgusting. Amanda eventually agreed to waive the uplift fee and would arrange for the goods to be collected and said she would call me back. Amanda called me back and at this point I think she had now had a better understanding of the situation. Firstly she refunded my part paypal payment and also paid the remainder back on to my debit card which was originally paid for using vouchers as I stated earlier to Amanda that I would defiantly not be purchasing anything again from John Lewis. I think now John Lewis realised exactly what had happen and to received my refund prior to collecting the goods to me felt like John Lewis finally knew they were in the wrong. What I am still not happy about is now you want me to waste more of my time and my personal annual leave from work to sit at home waiting for you to collected the goods on Wednesday 20th (between 07:00 – 14:00) which I am not prepared to do. I will be calling week commencing 18th January 2016 to state that in fact you will need to rearrange this collection date to a weekend. I have used you over many years and have spent thousands of pounds with yourselves in the past and you have failed me and have now lost yourself a valid customer. I will also ensure that I tell anyone and everyone of your appalling service on this occasion and will be copying this complaint on to social media to warn others so hopefully for the future you will improve your training to ensure this doesn’t happen to anyone else.”

Helpful Report

Posted 9 years ago

“We bought a John lewis branded oven approximately a year ago, within a couple of months the F05 fault started coming up. It turns the oven off and locks your food in the oven. This has happened over and over again. You would think your roast has been cooking, come back and dinner is raw. I have had engineers out 3 times - each time the oven only worked for a couple of weeks and then the problem started again. Told on the 3rd time, if the issue occurred again, they would replace the oven. 4th time comes around, the engineers come around and then state they can't do anything about it because I had managed to restart the oven. Each time I reported the problem, it took 3 hours on the phone and a further 2/3 weeks for them to come out. Fifth time, I have now had no reliable oven for 2/3 weeks...they are refusing to do anything until another engineer comes out. They are arguing with a subcontract about the issue. I am now 5 days out of work, no oven and completely out of patience! John Lewis appliance - awful! John Lewis guarantee - pointless! John Lewis service - horrendous!”

Helpful Report

Posted 9 years ago

“Went into the John Lewis store in Edinburgh last week and bought an INTEGRATED washing machine. I paid for it to be installed at my home. To my surprise, the gentleman who delivered it refused to install it saying he wasn't qualified to install integrated washing machines, this made to sense to me why they would send someone who couldn't install integrated washing machines when I specifically bought an integrated one. I made it clear to (Dan) the man who sold it to me that I wanted it installed and I even paid for the old washing machine to be taken away also. After the delivery man left I called John Lewis and told them what had happened, they promised me to have someone come out to me tomorrow morning to install the washing machine. I had someone wait at home all morning and afternoon as I was in work (with clothes that aren't washed) thanks to John lewis, and I get a call from them telling me that the earliest they can send someone out is next week... NEXT WEEK!! I already explained I have a family at home with kids who needs their clothes washed for school and usually we put a wash on at least once/twice a day and I have no idea how John Lewis expect me to wait another week before being able to wash clothes for my family! I think this is terrible service and I will never be shopping there again, I would recommend taking your money elsewhere maybe curries or a local retailer. I have been a loyal customer with John lewis for the last 10 yet the one time I need them they let me down. We certainly wont be back.”

Helpful Report

Posted 9 years ago

“I visited the store today and slipped over an the wet floor. I fell in bleach and all my new Primark jeans turned white. I AM VERY ANGRY RIGHT NOW !!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

“Ordered a Darton bed for use in cottage rental. Side split within weeks and see other customer has same issue in reviews. Organised bed swap and JL emails says TWO replacements and will reassemble. Told online team no wrong only ONE bed please. Well today the delivery team dumped off TWO beds and failed to uplift the cracked frame bed despite being told by housekeeper clearly some mistake. Have spent nearly four hrs being passed pillar to post. Then get an email saying they'll be in touch in TWO days to deliver ANOTHER bed. So FOUR beds in one room....??? Then they have the nerve to say they can't uplift til the 23rd and can't do assembly. Then after another half hr it moves to the 20th. Oh and when I said no room for them your incompetence get them off my property as no room by end of the week or they are going to the tip they say that if I do that they may well charge me for all the beds!? So he upshot is I have incurred 50 quid doing triage on the broken bed so cottage guests can sleep in it, 30 quid for the housekeeper to wait in today for wild goose chase and am then going to have another 30 for the redelivery and 40 quid to reassemble the new bed on top of having paid to have the broken one assembled. And will no doubt incur costs moving the two beds for storage. I wish I'd spent that 150 quid plus upgrading to a Feather and Black Pimlico - it is a great bed made I think via Ercol and F and B were marvellous delivering two heavy mattresses to Cornwall without a hitch. Come on John Lewis this product and customer service are a joke. Think the moral is if you live in Cornwall shop local or go via a company who can provide a proper service outside the M25....”

Helpful Report

Posted 9 years ago

“They take payment then alter the delivery date by weeks or no longer stock it! Ordered a usb turntable on 4Th Dec for delivery on 27thDec for present on 29 th, email to say guarantee started on 27th Dec, Five days later email to tell me 5 week delivery then with out boring every body the same story and excuses as about 50/60% of ALL the posts about J/L . Over the past 5 years I have spent many thousands of pounds with them , but they are getting like many of the utility companies, take your money and tough luck if it doesn't work out, it would appear that J/L do not check feedback or if they do they treat it I with the same contemptible way they treat their customers. As for Alan at tell.us johnlewis.com perhaps you should be on the end of a phone instead of a keyboard, John Lewis you should be ashamed of your actions and attitude to your customers. Remember " don't kick too many people on the way up, because you WILL pass them on the way down.”

Helpful Report

Posted 9 years ago

“I wish I had read these reviews before purchasing a Baxter leather corner sofa for £4400 .... The sofa was delivered 12 days late , I had no contact from John Lewis regarding the delivery , I had to chase this up myself , when the sofa arrived , the holes for mounting the feet didn't match up with the sofa screw threads (the delivery driver said I could refuse to accept it , I wished I'd listened to him) we took the sofa , the delivery guy took photo's and submitted a faulty goods report . After mulling it over with my partner (overnight) I decided to ask for it to be uplifted and a full refund given , as per the JL website and procedure for online purchases .... the lack of communication , the delaying tactics by JL and the complete lack of customer care , plus a great reluctance to uplift & refund , has left me in no doubts DO NOT BUY FROM JOHN LEWIS , my case is ongoing , I am at the stage of starting proceedings against JL ..... Everyone out there , do not buy from John Lewis ..... heed my warning ....”

Helpful Report

Posted 9 years ago

“I had place 2 ordered on Christmas day . one order came and other one didn't and other one had perfume for my teenager children after 3 days i received a email you had a problem with your pay pell account i checked with my pay pell people they said that had no problem to pay i tried to speak to customer service and received no useful feedback. very unhappy with the situation and bad customer service, i explained to them my situation and the issue was regarding John Lewis running out of stock and the blame was completely put on me regarding it being issues from my side. I made multiple orders and everything else went through okay but this was the only order from which my items were not received.”

Helpful Report

Posted 9 years ago

“Over the last couple of years we have ordered three items from John Lewis and every single experience has been a terrible. The first, an important anniversary present, arrived five days late and missed the date; the second was a damaged, previously customer returned item with missing parts that John Lewis sold as new; and the third was delivered incorrectly twice (John Lewis's fault, not the delivery company). The latter two items were fully refunded but only after numerous phone calls, annoyance and hassle. We will NEVER use John Lewis again, neither in store nor online, and until they can uphold the customer service they "claim" to offer (which is of course successfully offered by 1,000's of alternative retailers) we strongly suggest you don't either!!”

Helpful Report

Posted 9 years ago

“They should not state delivery 5 days if they cannot commit. I have placed an order 3 days before Xmas and have not received it until now. When I emailed, response was auto reply promising to respond. I have regretted ordering it and all my items were not on sale and it was not cheap. Had I known their service were terrible, I wouldn't have ordered from them!”

Helpful Report

Posted 9 years ago

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

John Lewis Reviews