Name: John Lewis
Rating: 2.65

“Rug delivered a week ago, but Unfortunately completely different to item ordered. I accept this, mistakes happen, but the JL returns policy is a joke. They scheduled DPD to pick up the item on two separate occasions, the item is still in my hallway a week later (my wife has now wasted 2 days holiday waiting in for the pick-up of this erroneous item, JL are aware of this and couldn't care less which in my view is disgusting customer service!). I've subsequently spent hours on the phone to JL.com, all representatives try to appear helpful but have absolutely no idea what they're doing. Note that no refund is issued until item is processed as returned to the warehouse (heaven knows when that will be) what good is this if the item is still to be collected?? Sort it out JL, you used to offer a decent and reliable service, I will not use this again, but please, just refund my damn money now! You're mistake, not mine!”

Helpful Report

Posted 10 years ago

“Had an awful experience with John Lewis. I had to return a broken Hoover which was still under warranty. JL managed to lose it for 3 weeks in a warehouse. 7 phone calls and 16 emails later, after being passed from pillar to post, they eventually found it in a random warehouse. They then told me it would take a further 5 or 6 weeks. I hadn't been told any of this at the outset, I thought it would take a couple of days. I've never experienced such incompetence, it was such a surprise as I'd thought John Lewis were good at customer service. I won't be shopping there again for electrical items.”

Helpful Report

Posted 10 years ago

“John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!”

Helpful Report

Posted 10 years ago

“John Lewis are consistently charging £50.00 for Added Care insurance on cameras that fall below the £1,000 price mark, even though their insurance team have told them several times that it is £40.00 My husband and I have both bought cameras this year at John Lewis. One for around £980.00 and the other for £975.00. Both times we were quoted £50.00 for 3 years Added Care. However, when you ring the insurers direct, it is only £40.00. This seriously needs to be looked into so other buyers don't get ripped off!!!”

Helpful Report

Posted 10 years ago

“I booked a curtain making service for them to measure up today. 2 emails & 2 texts to confirm booking. Ensured I was at home from mid day as it was an afternoon appt. No time given of expected arrival. Rang at 14.30 to be told they work till 16.00. Appt is supposed to be for 120 mins. No show..no phone call or txts. Seriously bad customer service. I have more in life than waiting for 5 hours with no contact. So unimpressed & nothing will persuade me to use them again for this type of service.”

Helpful Report

Posted 10 years ago

“Absolutely terrible service - I wish I had read the reviews before I ordered a dishwasher from John Lewis. After 8 days with no sign of it, I phoned and was told that the couriers would be contacting me shortly to arrange a delivery time. When another four days passed with no sign I rang again, and this time I was told the courier would contact me within two working days. Five more days passed, I rang again, and was given the absurd excuse that the courier did not have my mobile number and so they could not contact me to arrange delivery. I was told that they would contact me very soon that day. When that did not happen, I cancelled the order, discovered the same dishwasher was available form Curry's at the same price, I ordered it, and it was delivered the next day. I will never use John Lewis again.”

Helpful Report

Posted 10 years ago

“We bought a Samsung tv in February 2014.It developed a fault so at 8am Wednesday the 28th October I called John Lewis' technical department and was advised that an engineer would be with me on Saturday morning.Saturday morning has been and gone,I have rang twice to see where the engineer is to be told that they can't be contacted on a Saturday and the best thing to do would be to reschedule.I could only be given a morning or afternoon slot for next Thursday! and am not prepared to take time off of work to sit in on the off chance that the engineer decides to put in an appearance.I asked if I could take the tv in to the branch and was told yes -i could take it to the technical department to be sent off as the likelyhood was that the tv wouldn't be fixed at home and the engineer would take it away.I could have done this on Wednesday!Very poor service from a company that I have always trusted to give excellent service.”

Helpful Report

Posted 10 years ago

“Found lovely sofa's in store, wow!!!!!!! how much????? I know! Reputation built off price matching for the same goods. Found the only manufacturer of this sofa in the country, British built quality for many years. That company provided me all their suppliers for that product round the country from their website. Wow! found a company doing exactly the same sofa from the same manufacturer for £1400 less for the two sofa's I wanted. only delivery 6 to 8 weeks but J L 7 days. so I go back with the undersale quote.............well would you believe the excuses and the legal rhetoric ,the best being the sofa is named differently from yours sir! The only difference .FOR THE SAME SOFA...............Made exclusively for us..........not true! This company has gone down in my estimations over the years.It has used slick advertising and clever marketing to dupe you into buying from a company that once had a great reputation for providing great quality at a fair price with a brilliant before and after sales service, which is now not true , as they never call you back .Plus if you're prepared to do a little bit of research you will always undercut them and in fact the company which have now received my hard earned cash,have bent over backwards to be of service.I will be recommending all my friends to shop from here I will never visit or use this company again!”

Helpful Report

Posted 10 years ago

“I purchased a tablet from JL.com a few months ago, and it developed a fault with the SD card slot. I sent a very detailed email to them thinking it was the best way to get in contact because I could think about the best way to describe what was going on and what I'd tried. I then get a response 16 days later saying, sorry but the warranty team isn't the right place to call and errr, thanks but phone this number. If you weren't going to do anything, surely you could have told me a little sooner. This isn't what customers expect of any company, let alone one that supposedly prides itself on customer service. Perhaps they could learn a lesson or two from Amazon!”

Helpful Report

Posted 10 years ago

“I am saddened by the apparent decline of this company regarding customer service. Certainly I have been blatantly lied to by frontline staff three times in as many months and whilst each occurrence has been appropriately dealt with by senior managers I find it a disturbing trend to have happened so readily in the first place. What has brought me to review them today is that I have just tried to invoke their ‘Never Knowingly Undersold’ PriceMatch policy and I think the reasons why merit a review as it illustrates to me the decline of the company with regards customer service. I recently purchased a dishwasher from John Lewis for £749.00 Today I noticed that on Currys website I could buy it for £699. The price was £749 with a code on the same page to enter for £50 off at the checkout as it was on promotion. This was not a third party or promotional voucher from another site, or even another page on the same site. It was a material offer to buy the machine for £699 direct from the product page without leaving the Currys site. I can be bought today direct from John Lewis for £749 or direct from Currys for £699! I submitted a form online to John Lewis and had it rejected a few hours later as John Lewis price policy ‘does not cover vouchercodes'. I can appreciate John Lewis not matching codes, promotions and discounts that involve third parties but in this instance the machine could be published direct from Currys without third party involvement/vouchers for £699. The same process at John Lewis would cost £749. To me this was exactly what the ‘Never Knowingly Undersold’ policy was about - Customer assurance of paying similar £ for similar items being sold by similar firms on similar terms without the cliched Section B, paragraph 4, subsection 5c rhetoric nonsense. When I rang I was told that the issue was that a vouchercode was required and nothing could be done. I find this strict adherence to letter of the law and not spirit of the JL policy to be disturbing. Interestingly John Lewis offer free (usually £19.95) Express Delivery on this dishwasher at the moment. How? By entering a code at the checkout. Codes are acceptable when it suits it seems. (Not that Express Delivery was an option for me - not applicable to remote areas and nothing offered in lieu). The team responsible for disallowing the application will not speak to the public and I was told that I would be contacted within 48hrs. My recent experience with callbacks is that they do not happen. Very disappointed with the decline in this firm who used to have such excellent and renowned customer service. I did subsequently receive a very patronising email from John Lewis stating that: “I understand that this particular nuance might be hard to understand”. Disgusting!”

Helpful Report

Posted 10 years ago

“Appalling customer service!!!! My first fridge freezer was delivered with 7 dents, had to wait for 10 days to get it redelivered. The second appliance was also faulty. I raised a complaint 02084886, was told a manager would be calling me back but no one had the decency to do so despite many calls/emails. Next thing, I receive a text to inform me of a redelivery date I didn't agree to. This thing has been going on for other a month. Just called again and I have been told someone would be calling me back again....no resolution. I originally choose JL for piece of mind but should have gone for the cheaper more reliable options online”

Helpful Report

Posted 10 years ago

“We went to JL Cheadle, Cheshire on Thursday to look for a Bluetooth music system to replace our previous one (also bought from JL). We were so lucky to meet Sam, who works for Samsung and JL - very knowledgeable about all the units and not pushy at all. Russell who was the 'main man' within the music area, came into the conversation as well and was just brilliant - helpful and full of information, he is just the sort of person that you want to talk with about a product. We had our best experience yet at JL and we have had a lot of good ones. Would thoroughly recommend the Cheadle store and the two people mentioned.”

Helpful Report

Posted 10 years ago

“John Lewis Fusion Hammered Brass Mirror, Square £125 I was so disappointed after this mirror was delivered as it looked wonderful and just what I had been looking for but, It had a defect on the mirror. I returned it and was sent a replacement...the defect/scratch was worse than the first mirror. This was sent back and a third mirror sent out....this was much worse than the first two. There was a scratch on the glass and the metal surround was damaged/different colour in places. I think the whole batch of mirrors must have been faulty. I see that the 3 mirrors we bought are now back in stock. I would suggest no one buys them!”

Helpful Report

Posted 10 years ago

“Last Sunday I was in John Lewis at Poole and realised how much better the picture quality on a new TV was than my existing model. I took various model details and went home to read the reviews on line. I decided on a model but discovered Richer Sounds did the exact same model for £100.99p cheaper. Contacted Poole and they said they would ring back shortly. Never did so I rang again and they agreed to the price match but would not take an order because they had none in stock. There web page stated more than 10 in stock. I rang customer services who said it is in stock but I could only get the reduced price at Poole. Now after complaining Poole ring up for me to place an order. Richer Sounds are far better on price and service. I believe its the bonus aspect of John Lewis which makes their staff put greed before service. This is my second bad experience with John Lewis. I now believe they are as bad as Currys. The first time was a smelly expensive mattress and despite my many complaints it took 3 months before they agreed to get the manufacturer to have a look. He condemned it and it took another month for John Lewis to issue a refund. Pity they have just lost 4 former customers.”

Helpful Report

Posted 10 years ago

“I had to return an item to store that was purchased online via paypal. I was told that a refund would be forthcoming in 7 working days. After no refund in the above time, I emailed again to be told it can take 28 days. Simply not good enough.”

Helpful Report

Posted 10 years ago

“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 10 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 10 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 10 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 10 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 10 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

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