John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,445 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,445 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Customer service very poor. Unhappy with Bosch condenser tumble drier . Gets too hot to touch. JL bounce you back to Bosch who bounce you back to JL. Bosch said within specification even though side panels could reach 85 degrees Centigrade. Burn hazard high risk”

Helpful Report

Posted 5 years ago

“Asked for a price match. Their response was to use an irrelevant excuse not to match the price of a High Street competitor. The reason they boast never knowingly undersold, is they do everything they can to wriggle out of price matching. So much for their values of customer loyalty. I simply took my business to their competitor and in future I wont be returning my custom back to John Lewis. Far too many clever so and so's in these big companies, who have a mindset of how can I best deny you?, instead of how can I best serve you?”

Helpful Report

Posted 5 years ago

“This is the worst company I have ever bought an item from.I had a problem on a new iPad Pro.I spent over an hour on hold ,only to then get through to a person who then left me on hold again,came back and gave the most useless in formation.After spending out on this item I expected better customer service.Last time I use this company.”

Helpful Report

Posted 5 years ago

“I was given a watch purchased from John Lewis it’s still under its two year guarantee and It stopped working. It had been going slow for a while but when I had contacted them they said they can only deal with the person who ordered it from the email address they used and the billing details of the card. She ordered it and used my son in laws credit card (with permission ) but after giving all this information numerous times both of us have and we were told they cannot deal with us as we were not the person who placed the order it’s the person whose card was used. He has tried to ring but been unsuccessful. He works daytime and cannot stand around for ages waiting for someone to answer the phone. He didn’t place the order and he had emailed confirming what both myself and daughter have done. They both share one email address which is the one my daughter uses. Finally we have been ignored and no resolution. Now do I send my watch with its guarantee and risk losing it or do I give in and go buy a new one. My husband isn’t too pleased as the watch was actually from him and my daughter did the ordering. Wouldn’t mind it wasn’t a cheap watch. We have always purchased from John Lewis in the past for our larger white goods, TVs And general goods but this has really changed our customer loyalty. We have been going round in circles been asked the SAME questions each time provided the answers and then told they can only deal with the person who ordered the watch! The frustration is immense.”

Helpful Report

Posted 5 years ago

“COVID-19 Restrictions ignored Yesterday morning, Monday, 13th June 2020, my wife and I visited John Lewis Solihull Store. We visited the Ladies floor where I saw a woman trying on clothes. I spoke to a nearby member of staff. She responded "Nothing to do with me" and told me to go to the tills on the opposite side of the floor. Too late, the woman put the clothing back and moved on. If the employee had acted straight away she could have spoken to the customer. Worse still, a few minutes later, at the Jigsaw Outlet, a woman was deliberately hiding behind a rack of clothes and a pillar, removing her top clothing and trying on tops. Two female employees were approaching. I pointed out the woman actions, as she was still in the act of trying on clothes. At first they said they could not see her, despite being only a few feet away, and I pointed again the women who was still behind the pillar and the rack of clothes. They could see her pulling down a top, and simply walked on. So much for John Lewis and I quote, from your website, "Our absolute priority is keeping you and our Partners safe" Fine words indeed, but you could try and put this into practice. So when wearing masks comes into force you can try on clothing and no one will recognise you, even if they do, customer safety is not a priority. I left a Google review immediately following each incident and to date John Lewis has not responded. Check your CCTV......”

Helpful Report

Posted 5 years ago

“Ditch the contact centres! Waited 17 minutes to check stock, great they had the stock I needed. Can I pay and reserve? No. Told I must go back to store and risk item sold out. “Colleague” sounded like a bored automaton. I asked who to complain to was told I could email but they won’t care. I’ve had better service from Primark.”

Helpful Report

Posted 5 years ago

“When walking my baby in our iCandy Lime pram I heard a crack and the wheel had completely snapped. Luckily I managed to keep control of the pram to prevent serious injury to the baby. I spoke with JL over the phone multiple times over the weekend and after sending a photo in the colleague promised I could pick up a new wheel on Tuesday at JL Cheadle. Fast forward to Tuesday I call and ask if JL will call me when the part is ready to collect and I’m told I will need to go into store and collect the part. I went to the store and they had no idea what I was talking about and said an order hadn’t been submitted and even if it had it would be at least 7-10 days. This is extremely poor customer service as we were promised a replacement wheel by Tuesday and at JL request I wasted my time going into store to collect something when it hadn’t been organised. My partner needs a pram to get the baby around. I can’t even find a replacement part anywhere else on the internet as iCandy don’t appear to stock spares for this model. I’ve tried countless times to speak to colleagues today and been hung up on at least 3 time’s this seems to happen as soon as I mention I’m chasing up a complaint. I was advised just after 9 am yesterday that I would receive a call back within 3 hours and this hasn’t been actioned c24 hours later. During the one call where I spoke to an agent I was told notes won’t be on the system regarding the promised call back as the process followed is via my details being shared with a manager via pen and paper.. this isn’t a very credible call back progress for a company of JL size. I’m extremely disappointed with this service provided by JL and highly doubt I’ll use them myself or recommend to others in the future.”

Helpful Report

Posted 5 years ago

“I’ve ordered a pair of shoes online, the shoes they’ve sent me were used and definitely worn, you can clearly see the creases on them and dirt on the bottom! I’ve called them, was asked to send pictures, I’ve sent the pictures and waited for over a week but no response until I called them again, they told me there’s nothing they can do the shoes aren’t in stock anymore , all they can do is a refund! Very inconvenient and unsatisfactory.”

Helpful Report

Posted 5 years ago

“Ordered a Samsung fridge freezer which I received on 1st June by very rude delivery crew. Fridge door has an annoying loud snap when opened. Tried unsuccessfully to contact customer services for past five weeks via email and phone. Eventually found email address for head office who have taken two weeks to reply. Have been told that I will have to wait another few weeks for engineer to call. I know we’ve had Covid 19 slowing things down, however JL were keen enough to take my money to deliver during ‘lockdown.’ So disappointed at the decline of this company and it’s service.”

Helpful Report

Posted 5 years ago

“Ordered a Barbour jacket, less than a month old and worn twice and the stitching has come undone on the back. So after a hour on the phone to John Lewis customer services I was told I can’t exchange it unless I buy another one first. Which is the most ridiculous thing I’ve heard and how can I guarantee I get my money back if I did that so now have to wait for someone from head office to email me back which they said they would do after 24 hours which has gone. Also the guy on the phone made it sound like I had torn it which I haven’t and you can’t even notice where it has come unstitched unless you look at it closely. So opened a paypal dispute and hoping I get my money back that way as I have no other hope with John Lewis. Customer service is shocking, the wait time, not helpful and only company I’ve ever had problems with returning a faulty item most places swap with no questions asked not sending pics, email and phone them and told cause I’ve worn it, it makes it more difficult to return, also asking if I had tags which sounds like if they did let me return it they was gonna put it back up for sale.”

Helpful Report

Posted 5 years ago

“I bought a macbook pro recently and after 10 days, it developed a fault I called JL tech support and although the lady I spoke to, was as helpful as she could be, she admitted that her ability to offer advice was limited as she was first line support and would speak to a colleague. After a few minutes, she returned and informed me that her colleague said there was no fault. I asked how that conclusion could be reached, when no one had even asked or seen the diagnostic data I had to back up my claim I was then passed to customer services who informed me they couldn't help because the product was not miss sold (something I'd never claimed) I was then advised to email JL head of customer services and after a day, I received an email stating that because tech support had said there was no fault (remember they haven't even taken a look or asked me for details of the fault) and customer services said it was not mis sold, I therefore have no claim. I am therefore left with a very expensive 10 day old mac book which has an intermittent fault and I am unable to even get JL to look at it. JL now refuse to answer any further emails on the subject My advice is to therefore boycott JL, because without good customer service, their business model is irrelevant. I can purchase almost everything they sell, cheaper online but have always (mistakenly) presumed that JL customer service was worth paying a little more for. In a world of online shopping, I expect JL to have limited appeal, once more and more people become aware of how appallingly they treat their customers. After 50 years of being a loyal customer to both JL & Waitrose I realise that JL actually couldn't care less. What a disappointing wake up call!”

Helpful Report

Posted 5 years ago

“Never knowingly undersold since 1925 - and now stopped in 2020! John Lewis is selling a Kettler parasol for twice of it's recommended retail price. When I contacted John Lewis customer services for price match the response was that this claim does not match their criteria. Really? I have not been so mislead by a retailer ever.”

Helpful Report

Posted 5 years ago

“I wished to obtain a gift only available in store. I rang Customer services this morning and was told 13 of the items were in stock. I made the 2.5 hour return journey to Welwyn store, queued for half and hour and once I got to the checkout was told no stock there or anywhere else! They need to get the correct info during these difficult times. I for one will think twice about trusting them again in a hurry. It took 20 mins to get through on the phone, I've lost 3 hours which I wont get back. Feel very let down by a once highly respected company”

Helpful Report

Posted 5 years ago

“Terrible service - curtains finally completed 9 months after order and when I complained about this, I was told that it doesn’t say how long the curtains will take in your contract, so they can take years and still be within their contractual rights!! Emails ignored and not called back when promised - avoid!!”

Helpful Report

Posted 5 years ago

“Terrible service. I waited 3 months for a replacement bezel for my tv. Numerous calls, not getting in touch when they said they would, surly staff, terrible. I paid more for the tv because I thought they offered good service. Never again!”

Helpful Report

Posted 5 years ago

“Awful service. Spent 3.5 hours on hold over 4 phone calls. I was trying to return an item they had sent incorrectly. Initially, they refused to accept the return, stating they do not accept returns anymore? But finally after speaking to managers seem to have relented. Will stick to more honourable retailers in future. Why do we even have to call to return an item these days - most good retailers allow online returns? Definitely a sign that the high street is dead, and John Lewis are on their way out.”

Helpful Report

Posted 5 years ago

“AEG RKB63221DX Freestanding Fridge – Order number246112632 On 21 May I ordered a fridge from John Lewis and paid the price in full by credit card. I was sent an e-mail with a delivery date of Friday 22 May 2020. The fridge was not delivered on that day so late afternoon I contacted John Lewis customer service to be told that the fridge was still in some hub somewhere and would not now be delivered until the following Tuesday 26 May. There was no prior notification of the non delivery and you claim to provide world class customer service. However, the representative I spoke to did say some goodwill gesture would be provided. When the goods arrived on 26 May I realised in my haste that I had ordered an integral fridge and not a free standing model. I contacted John Lewis and arranged an exchange for the item detailed above. I was charged £29.95 as an unwanted goods charge, the only action that John Lewis has taken with any urgency. On 26 May after the exchange was agreed I received an e-mail stating that delivery would be on Thursday 4 June – advising that the product will be delivered directly by the manufacturer or their courier. Once again with no advance notification by this so called world class customer service, the item was not delivered. On 4 June I contacted John Lewis customer services, the result being told that the manufacturer would be in contact with me later that day or first thing the next morning. To try and hurry the solution along I contacted the supplier direct, only to be asked for the reference number John Lewis had given me – I was never given any number. Contacted John Lewis again about this reference number and was told to wait until the manufacturer made contact. On 5 June I contacted John Lewis customer service, the result being told that the manufacturer would be in contact with me later that day. Nothing heard by 4pm so I contacted John Lewis customer services again to be told to be patient as the call could come anytime up to 2000 hours. At lunchtime on 6 June I contacted John Lewis customer services and was told that the carriers and bookings department had not informed the manufacturer of the order and again the end result was that I was told the manufacturer would be in contact with me within 48hours. At lunchtime on 8 June I contacted John Lewis customer services and was told that the breakdown in communication was down to the omni suppliers orders team but guess what, the manufacturer would be in contact with me later that day. On 9 June I contacted John Lewis head office number and found myself speaking to a customer services representative who began to explain the difficulties about my location in the country and the courier company struggling with drivers etc. and to wait for the courier company to contact me . Ever felt you were getting nowhere and no-one cares? Especially the world class John Lewis customer services department! On Thursday 11 June, a white transit van stopped outside my house and a man shouted to me, “are you waiting on a fridge”. What joy; contact with the couriers at last, pity there was no prior contact as I was promised endlessly by so many different customer services personnel. The fridge was damaged. I spoke to the delivery driver who said he would stop by and collect the damaged goods when he finished his deliveries, but true to form he never showed up. I was not impressed with hi-value white goods being transported alongside a grubby lawn mower covered in grass cuttings and by the time taken to unload the item it was obviously not strapped down. I again contacted John Lewis who asked me to take some photographs of the damage and forward them, which I did. On Friday 12 June I received an e-mail from the Omni Supplier Orders Department. It stated they had sent on the images I forwarded to them to their supplier and has asked them to arrange a replacement and the pick-up of the damaged item as soon as possible. Good to know John Lewis is capable of two-way communication and it is not totally reliant on the customer to do all the chasing. On 16 June I contacted John Lewis customer services and was appalled to be told that nothing else would be done about the delivery of the fridge until the 19 June. What is that about! Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. I have contacted you on numerous occasions and, despite your advice that the manufacturer will contact me they did not. As the seller, you are responsible for the delivery of this fridge, my contract is with John Lewis not the manufacturer. I know we are in difficult times, but that does not justify such shoddy customer service. Through your failure to deliver this item you have put more stress and anxiety on myself and my wife as more frequent shopping trips were necessary due to having no fridge. Over the years I have spent a lot of money with John Lewis and have always been impressed with the customer service but this sorry episode far outweighs any positive customer service in the past. Do I need to remind you that you have had my money since the 16 May 2020. Absolutely disgraceful. After such extremely poor treatment I would normally expect some recompense, but this saga has driven me to despair; just give me my fridge and show as if you care for your customers. James Anderson”

Helpful Report

Posted 5 years ago

“Terrible service. Month later still waiting for collection of broken floor lamp that didn’t work on arrival. Still no refund. No Comms no communication. Shocking”

Helpful Report

Posted 5 years ago

“Hello, yes by the looks of the other reviews on here I have also joined the club, I would give them zero stars if possible , late last year purchased a new Sony smart TV paying just shy of £1000, with the 5 year guarantee I felt quite relaxed in the knowledge that I had made a sound investment, I was wrong ! the smart TV is now just a TV , the apps freeze and crash and do not work on almost a weekly basis , I have ruled out my broadband as being the problem , the software is up to date , now you would think John Lewis would be perfectly reasonable in providing a replacement TV or issuing a refund considering this TV is only a few months old, not even quoting the consumer rights act 2015 makes one iota of difference to them . There response quite unbelievably is that the guarantee doesn't cover the software and they just palm me off to the manufacturer to either give me technical advice (Waste of time) or would send an engineer to visit my home DURING THE PANDEMIC AND TAKE MY TV AWAY FOR TEST WITHOUT A TEMPORARY REPLACEMENT ! Please don't make the mistake that I and so many others have and purchase anything from John Lewis . UPDATE !!! Following this review I had posted above I had a response from John Lewis customer service asking if I could share the facts with them again so they can review there own response, finally some common sense & progress I thought, how wrong I can be as they simply used the opportunity to slap me in the face with there initial hard line stance! Just shows the poor communication within the company 'the tail wags the dog ' , they continue to quote the small print which of course is always hidden when the salesperson is helping you in the showroom. Below is part of there response , you definitely don't see this in large letters next to there 5 Year Gaurantee stickers. "Many products, such as electrical goods, are offered with a manufacturer's guarantee or sold with a manufacturer's warranty that often lasts for one year. Guarantees and warranties are a contract between you and the manufacturer, and the manufacturer must do whatever it says it will do in them. Usually this will be to repair or replace a faulty item. Retailers will sometimes contact the manufacturer on your behalf, but they are not obliged to do so. If the product is within its guarantee period, check to see if the guarantee offers a refund in your circumstances. If it doesn't, you could still contact the manufacturer, explaining the problem and asking if it will give you a refund."”

Helpful Report

Posted 5 years ago

“The worst ever. Don’t use this company. They will rip you off!!!!!! The customer care team is shocking!!!!! In fact disgusting. You lot should be ashamed of yourselfs!!!!!!!!!!”

Helpful Report

Posted 5 years ago

John Lewis is rated 2.7 based on 2,445 reviews