Name: John Lewis
Rating: 2.66

“Very poor customer services .. all I wanted to do was arrange a collection as I was having problems arranging an online collection. I was put through to 4 different agents who just couldn't be bothered and the last agent was just pretending he couldn't hear me. Appalling customer services ! Had to redial and luckily I did get through to someone who was happy to help.”

Helpful Report

Posted 9 years ago

“I recently went to John Lewis in Peterborough and purchased a travel organiser. I was told that there were no paper carrier bags when I asked for one. After much discussion the assistant gave me what is an old fashioned A4 sized paper bag as used many years ago. Very thin and not suitable for a purchase of over £40.00. I was told that all paper carrier bags had disappeared before the carrier bag charges came into action. Next I wished to purchase a dress for £160 in the ladies department. When I asked for a paper carrier bag I was told there was no alternative to the 5p plastic carrier bag. I argued that by taking away the paper carrier bag it was not encouraging recycling. Paper is much more environmentally friendly. A manager was called and spoke to me with much eye rolling and looking very fed up with me, then consulted a higher manager by telephone and could find no answer to where a paper carrier bag was or why it had been removed, or why they had not ordered any more knowing that the other carrier bags are not environmentally friendly and ignoring the wishes of their customers. A big congratulations to stores like Superdry, Pret, Apricot, and Primark who are providing the paper alternative to give the customer a better experience and also being environmentally aware. These are only the ones I have noticed, I am sure there are more! Perhaps people can let me know as I feel strongly about giving them my customer with Christmas fast approaching.”

Helpful Report

Posted 9 years ago

“I ordered a dryer online and it was to be delivered on the 13th October between 14.00 -21.00 (one week after ordering it) got a text confirming delivery date and time on the 12th. 13th October came and at 20.30 at night no delivery, no phone call,text or email. Called the unhelpful line and was told to call back at 20.45. I waited till 20.55 and tried calling several times. Phone was picked up and then hung up. At exactly 21.00 I could not get through at all (office closed at 21.00) After calling another help line (this one was helpful to the extent that he could not help me with the delivery problem now) problem of none revival of goods was escalated by help desk. On the morning of the 14th I received a message that next delivery was to be 20th so that would make it 2 week since ordering online. Called customer service and wanted an explination of the lack of communication from dispatch. Of cause they could not help me. Aparently there were no slots for delivery of my dryer till the 20th and no explination as to why my delivery could not be rescedualed for this week other than they must be busy. I have since canceled my order and waiting to see if I get charged for a delivery I did not receive. I can't rate my product as its in a box in a wearhouse somewhere and I give one star because there is no zero stars button. I wasted a day for nothing.”

Helpful Report

Posted 9 years ago

“Do not expect the brand John Lewis will give you a good service when £1500 was spent online! I bought a computer and a monitor from John Lewis online for my son's birthday. It was confirmed several times the item will be delivered on time. To our surprise nothing arrive. When contacting them very poor explanation was given. I asked several times to talk to a manager as the girl in customer service politely but without much experience, could not give me a clear advise. Finally, after several times asking for anyone with an authority, a manager did come on the phone. "Answering customer matters on a busy road as I can ear cars in the background, I do not think is a good indication of efficient customer service". After several minutes and repeating myself for the fourth time. I have to cancel the order, but I have to wait for DPD the carrier company partner of John Lewis to return the items back in order for them to start refunding procedures according to John Lewis customer care manager.”

Helpful Report

Posted 9 years ago

“On Bought Gabor boots at £75, now see they are on Zoolander for £60. Never knowingly undersold???? Please reply to epquinn41@ gmail.com”

Helpful Report

Posted 9 years ago

“I have experienced a very bad customer service from John Lewis in Oxford street as I brought in my laptop to repair and they called me asking to go in store so that they can offer me something in change as still under warranty. I went there and they offered me a replacement with mine which apparently was supposed to be better than mine otherwise they offered the same amount of money that I paid (£ 999) on a gift card! I took a day to think about it and actually compare my previous machine with the one offered and I was happy with it as it is also more new than mine! I went back to the store to confirm the laptop they offered me and also reserved for me and they started going on about the value of both laptop and that my previous one has gone down as in value and now I can't get what I was offered anymore unless I pay the difference! They have managed to find the same machine I had after they told me that it is not longer in production and insisted that I could only get that unless I pay more after they promised me another machine and reserved it for me as well! Ridiculous!! I have spent a week in the customer service of John lewis for this issue that seemed impossible to be solved and everyone says a different thing when talking to them so it has been very confusing specially with having to explain everything again to a different person serving you every time and today I have been even accused of changing the story every time I go in, so that basically I was making it up! It is unbelievable! And also today they refused to call the technical support head office after that exact department has asked me to go in the store ask for the manager and get the technical support on the phone to them so that they could take it over from there! They insisted that much on giving me a different machine that I was promised that they also refused to call the technical support head office because they knew I would have been right ! The other day they spent that long on refusing to give me what they offered me and reserved me in the first place that it's got to 6 o'clock and they kicked me out the store with no answers and with problems not solved! I would not recommend John Lewis to anyone! It's a shame! A big company going after a few pounds instead to make the customer happy! Worst experience I have ever had! Also I just got home and opened the box and guess what? How can they not make another mistake?? They gave a wrong laptop! Completely different, was meant to get MacBook Pro and they gave me MacBook Air !! Woaw this is crazy!!!”

Helpful Report

Posted 9 years ago

“The most inefficient and totally useless Customer Service ever received. How can it take up to 7 weeks to repair and return an expensive food processor and to not even have the decency to return calls. John Lewis will never receive any further orders from me or my family DISGRACEUL”

Helpful Report

Posted 9 years ago

“I bought a Sony curved screen Bravia TV (KD55S8505C) four weeks ago. I ticket the button for "Free Setup", which described how they would set the TV up and go through it's functions with me. The two men who set it up were perfectly pleasant, but knew nothing. I have a satellite dish but no aerial. They couldn't get it working, telling me finally that I would have to get a new Skybox and a new aerial before it would receive anything. Later my 12 year old son went through the menus and got it all working.: Freesat HD, without Skybox or new aerial. I noticed that the TV wasn't vertical - it leaned forward about 5 degrees on it's stand and was worryingly wobbly. I rang John Lewis. Three times. Told to contact Sony. Rang them twice. Then emailed them. They sent me the manual which showed how the stand should be fitted. The manual had not been left by John Lewis. I dismantled the stand to find that two screws were missing. I emailed John Lewis, and got conciliatory message back, saying that customer service would contact me. That was a week ago. I emailed again. No reply. I've now spent hours on this. Dreadful service. I will never get anything from them again. Professor Peter Thomas Betley”

Helpful Report

Posted 9 years ago

“TOTALLY SHOCKED, APPALLED & DISGUSTED. I made an online order for the Terence Conran nest of tables, delivery said within 7 days, the payment was taken but 3 months and 8 phone calls later I still haven't received the items or any correspondence concerning the delivery, several promises of phone calls back were advised but never happened. The order has now been cancelled as I'm fed up of waiting and being fobbed off with they're due in within the next couple of weeks and you'll get a phone call to arrange delivery. I've been out of pocket for £300.00 with nothing to show for it - SHOCKING. How the hell have "JOHN LEWIS" made such a good name for themselves when their service is this good, I've had better service from smaller less established companies. SHOCKING SERVICE - NEED AN APPALLED BUTTON NEVER MIND VERY POOR.”

Helpful Report

Posted 9 years ago

“I am never going to order from john lewis again as I have had bad experiences on 2 out of 3 occasions. First time bought a metal lampshade online but all the metal was discoloured. John lewis customer service was helpful but i had to take the faulty one back to the shop and get my replacement.created hassle but thought it was a one off. Second time ordered ready made curtains online. Money soon left account but a few months have gone buy. I emailed them over a week ago to find out whats happening. My email i recieved gave no answers so was as helpful as a bang on the head. All it said was something like its not us what deal with this but our suppliers. We'll get them to be in touch, which they haven't. I emailed john lewis again about the curtains but heard nothing. So i guess i will have to start ringing them again. Not what i ever expected from john lewis as whenever i have been in the store the staff are so good”

Helpful Report

Posted 9 years ago

“I am never going to order from john lewis again as I have had bad experiences on 2 out of 3 occasions. First time bought a metal lampshade online but all the metal was discoloured. John lewis customer service was helpful but i had to take the faulty one back to the shop and get my replacement.created hassle but thought it was a one off. Second time ordered ready made curtains online. Money soon left account but a few months have gone buy. I emailed them over a week ago to find out whats happening. My email i recieved gave no answers so was as helpful as a bang on the head. All it said was something like its not us what deal with this but our suppliers. We'll get them to be in touch, which they haven't. I emailed john lewis again about the curtains but heard nothing. So i guess i will have to start ringing them again. Not what i ever expected from john lewis as whenever i have been in the store the staff are so good”

Helpful Report

Posted 9 years ago

“Very disappointing service from John Lewis delivery. Our washing machine ceased working after 15 years, so we decided to order online from John Lewis, thinking that such a renowned high street store would give us decent after-sales service. How wrong we were! First off, although the Bosch washing machine we ordered was in stock, the earliest delivery date they could offer was 8 days after the purchase date. We decided to accept it despite the laundry starting to pile up... On the day of delivery itself, we were told they could arrive anytime from 14:00 to 21:00. They couldn't be more specific than that. My partner and I had to take turns staying at home to ensure that someone was at home when the delivery people arrived, but we waited until nearly 8pm before they phoned us to say they were on their way. So the men brought the washing machine up into our flat and proceeded to try and disconnect the old one. Within minutes, they told me that they couldn't proceed with the work because the waste pipe was "behind a panel". This panel was under my kitchen sink, affixed with screws, so I asked them to remove the panel but they said it wasn't their job to do it. When we said we'd do it ourselves, they said they didn't have the time to wait for us to do it!!! Although they could see the waste pipe, they couldn't see the outlet itself and so it was apparently against John Lewis's Terms and Conditions. They actually wanted to dump the new washing machine at my place, without removing the old one, and kept insisting I had to call in a plumber to do the connection. Instead, utterly exasperated, we requested that they took the new washing machine back! They weren't the least bit happy about this but had to do what they were told. As they were removing the new machine from my premises, I managed to pull out the waste pipe - it was in fact, connected to a waste extension with a simple clip. I called them back and apprised them of this fact, but they kept insisting they could not do the job, they were not "trained" to connect a waste pipe to an extension, and it would violate my washing machine warranty with John Lewis, etc. It was the first time I'd ever heard of something so ridiculous. Anyway they tried to tell me that having an extension would shorten the life of the machine, and I had to get a qualified plumber to do the connections etc. Utter nonsense, and I requested a full refund from John Lewis. Of course I still had to phone them a week later to actually process the refund. I ended up buying the machine from an online company and delivery and installation went without a hitch; the waste extension wasn't even mentioned as a potential problem. I imagine most London flats have waste extension pipes connected to washing machines. I can't imagine John Lewis can be very profitable if it keeps having these machines returned by irate customers!!!”

Helpful Report

Posted 9 years ago

“I am so surprised to read the poor reviews for John Lewis .I had a problem with a bed carnt thank the store enough and the atention the young lady that delt with the problem was so helpful she must have rang me about ten times thank you verry much .”

Helpful Report

Posted 9 years ago

“Who would have thought it? John Lewis being shockingly appalling - surely not? Well, It has surprised me too but the service I received from them this week has reduced me to tears. I have been a loyal customer of John Lewis for about 40 years and chose John Lewis because I couldn't afford for anything to go wrong with this order. Oh the irony! I placed an order nearly two weeks before I needed delivery. The washing machine was being sold with 'free express delivery'. I specifically rang to check they could deliver on the day I needed. They checked, and double checked and we agreed 2nd October for delivery. By 1st October I still had not received any delivery confirmation, so I rang to check everything was in hand. It wasn't. They told me the delivery would be October 13th! I tried to escalate the problem but the man on the other end of the phone refused to pass me on to anyone else. So I rang off and rang back to speak to someone else. The person I spoke to was very helpful. They spoke to the distribution centre and agreed delivery was still possible for October 2nd. They agreed delivery would between 7am and 2pm. I received two messages on 2nd confirming delivery would be that day but cutting a long and very painful story short the delivery did not happen. I rang numerous times and each time I was promised a call back. Nobody called me back. On the morning of 3rd I started the phone calls again. This time I was told that my order had been delivered(!) and then I was told that actually it probably would never be delivered because the order had been set up incorrectly. I was told the best solution was to cancel and start again ... And please could they take another payment?! I cancelled and went to my local electrical store who were more than happy to oblige and more than delighted that I was so horrified by John Lewis's service. They also mentioned that they had received a lot of custom recently from people who had experienced the same shocking service from John Lewis as I had. Sorry folks but it seems the company we have all come to depend on has gone down the pan. How disappointing.”

Helpful Report

Posted 9 years ago

“I am extremely surprised by the poor rating of John Lewis. I have used John Lewis in the past when living in London and I have always been very pleased by the service received. With regards to John Lewins 'online shopping' I can but praise them. I have received a gift voucher for my birthday and decided to buy a table lamp. I placed my order, the order was confirmed and delivered within 2 days! Unfortunately I didn't like my original purchase, nothing wrong with the light itself , I just didn't like it in my living room. I was able to return the lamp to John Lewis free of charge, I was refunded within a week and was able to place a new order which once again was delivered within two days. I am delighted with my purchase and the great service I received. I can only say Bravo!”

Helpful Report

Posted 9 years ago

“We are still, over 1 hour later, trying to activate our new partnership cards. There is no automatic option to activate your card and so you need to go to an operator and they just don't pick up. Guess what - the number to complain to is the number you can't get through on! We are closing our account - had it for over 30 years but really sick of this today.”

Helpful Report

Posted 9 years ago

“I returned some soft furnishings and they(John Lewis) refused to see that there was anything wrong with them, and therefore would not refund my money. I politely put my case saying these were not to JL standard or mine and that they were not satisfactory. Various assistants came and argued for JL. Eventually what I believe to be some kind of manager came to speak with me. He also said there was nothing wrong with the products. After what seemed like hours and the store closing for the day, I was still putting my case. The only people left in the store at this time were myself, this manager and 2 security personnel. He finally offered to refund only 50% of my cost but I refused, I wanted all my money refunded which I thought was only right. Why should I accept just 50% of the cost? After many more hassles, he gave in because he wanted to get home as it was now late, and refunded the full cost, or so I thought. But oh no! He gave me a Gift card to the value!!! I want a refund to my credit card and my credit card company say I should get this, but JL just won't pay up. This is disgusting customer service from JL and I have reported it to the credit card company who I hope can help and chase this up. By giving me a Gift card really means that I will have to shop in JL again and I certainly will not be doing that again. Their whole attitude was rude, argumentative and less than caring. I feel so let down and hurt by their attitude.”

Helpful Report

Posted 9 years ago

“I don't think their customer service team even deserves one star. I ordered some items from their website and was told that the order would arrive in maximum 6 working days. It has been 14 days now and I am still chasing their customer service team. Each time, it was a different person and nobody took the responsibility to own the case. One told me that it was lost in transition, and if i wanted to replace the order. I immediately replied and requested for them to send another one asap as it was a gift for a friend's birthday. However, the next customer service person who took over said it wasnt lost in transition!!! Basically it was the 7th or 8th person in line to tell me to continue waiting... and I am still waiting!”

Helpful Report

Posted 9 years ago

“I really can't undestand why John Lewis has become such a bad experience. I ordered £2,000 of new furniture for my new home in July. Ever since then, I have spent so much time calling, chasing for delivery times, getting no response, sending back broken items, complaining about missing items, I really don't get it. Nearly 10 weeks later, I still haven't managed to resolve the problem. Apart from never, ever wanting to buy anything again from John Lewis, I can't stop thinking to myself: "What's gone wrong with John Lewis?" Without hesitation, it has been the worst possible customer journey I have ever had with a British retailer!!!!! Is it time to change senior management?”

Helpful Report

Posted 9 years ago

“Order Number 63364487 Possibly the worst Customer Experience I have ever had and totally unexpected from John Lewis. There are plenty of retailers out there that offer poor deceitful and downright disgraceful customer service but John Lewis was not one I expected to receive such service from. I purchased a Neff Oven and a Neff Hob from them on the 19th August. My wife wanted the new slide and hide oven so it wasn't cheap. within ten days of delivery the oven developed a fault in the middle of a Sunday roast dinner and tripped the electrics. I called John Lewis Technical and this is when it all got messy. They put me straight in touch with Neff Tech who got someone out four days later. He arrived at 5.45pm and looked liked he'd had enough for the day. He lied to my wife and told her it was all working and no fault found yet left it disconnected and told my wife to have the electrics checked. The following day we paid an electrician £65 to check the electrics. No fault found but fault found with Appliance. Called John Lewis back to be told all sorts of rubbish by tech help that I wasn't entitled to a refund, it would take two weeks for another engineer to come out, I wasn't entitled to a replacement Bla Bla Bla. Eventually after I asked to speak with his manager he said he could offer a credit note, I refused then he said I couldn't have a replacement due to none been in stock? At this time John Lewis were showing over ten in stock. He eventually issued an RMA and told me it would take two weeks to get a refund. The following day I called again to make a formal complaint, and after a pleasant phone call was told to take the oven back to my local store and swap it for a replacement which was in stock! So this is what I did only to find they didn't have one in stock at the shop but had plenty in the warehouse. I cut my hand lifting the oven into the car, threw a weeks worth of shopping in the bin due to it being out of date, spent £65 on an electrician to confirm there was nothing wrong with my electrics! Disgraceful behaviour from a well known store. The agent I spoke to deserves being sacked for his deceit towards me. On the up side after taking the oven back to the store and all the inconvenience caused as the store is some 40 miles away, the store ordered me a new replacement oven due for delivery this Tuesday. I could have just had a refund and was sourly tempted but it would have taken 3-5 days for the money to go back on my card, then ordering a new oven from a new retailer this was the quickest way to get an oven. In hindsight I would never buy again from John Lewis, would not recommend them and would never buy Neff as the engineer was deceitful and couldn't be bothered and lied to my wife telling her it was all okay.”

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