Name: John Lewis
Rating: 2.65

“Ordered 2 products on November 20th.. Recieved 1st order within 2 days..Fantastic...Only to find out it was left outside all day in cardboard box in heavy rain.....Product inside ruined... Trying for explanation and refund....Nightmare 2nd product..It’s nowDec 13th andno sign of it....Contacted customer service. The said it’s not don’t to them the supplier .. So why didn’t they inform us of that....It was a present whosbirthday it was 1st week December Shocking customer service ...And we are still waiting for reply now....”

Helpful Report

Posted 6 years ago

“I spent £3,500 on an old TV and wall mount. The TV developed a problem after 2 weeks. I had a nightmare in getting them to sort it out. They had no record of the sale, after showing my receipt they acknowledged my purchase, then proceeded to put every obstickle they could in the way of replacing the TV. I almost lost the will to live over the problems they caused me and time I spent sorting the problem. To say their customer service was bad is an under statement. All the worst trait are practiced there, not returning emails and phone calls, making false promises etc. etc.. I made each person I spoke to put the call details on their system using a reference they gave me. Then on the next call I was told the reference number was not found. In short, don't buy there unless you want an unbelievably bad experience! The only good thing to say is their delivery drivers are brilliant.”

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Posted 6 years ago

“Tried to order online, order accepted and then rejected . Told I had failed security check . Does not make sense more than adequate funds in account and also I order numerous items on line with other companies without problem. Then read Trust Pilot reviews and was shocked by the many negative reviews”

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Posted 6 years ago

“Ordered goods for a 7th birthday. Paid for delivery. 5 dates given. 4 appointments missed. Eventually spoke with case handler who shouted over me and would not accept that JL service had fallen short. He terminated the call. After 30 years as a client I will now shop elsewhere.”

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Posted 6 years ago

“I purchased a LG 65" OLED TV less than 2 months ago and it has stopped working. John Lewis are telling me I have to go through LG support to get fixed.”

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Posted 6 years ago

“What a poor service we had from a company we thought had a good reputation. To start with we had to wait about 1/2hr just to get somebody to serve us. Finally managed to purchase an integrated dishwasher. Paid for delivery and fitting plus extra for 5yr guarantee so spent a lot of money. Had to wait for delivery date and when eventually arrived fitters said they could not fit it as it was integrated. They took the machine away and we later received a call to say we had not paid enough for fitting an integrated machine. I said not my problem I paid what the sales person told me - £25. He said I needed to pay £90 for fitting an integrated dishwasher and that they could not fit it for another 10 days. I said I expected to forego the fitting charge altogether as I had been messed about. Not willing to do this so cancelled order and asked for money to be refunded. Went to curry’s had brilliant service and dishwasher delivered and fitted within 2 days. Paid just £40 for fitting. Well done Curry’s. I fear for John Lewis as they have to rely on their reputation for good service, which they are failing to provide. I have shopped at John Lewis for 40 years, but they have now lost me as a customer.”

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Posted 7 years ago

“Do not buy bespoke curtains from JL. They fitted curtains that didn’t match, this wasnt noticed until after the fitter left. I contacted their Didsbury home furnishing department, via email (many many times) I tried calling - no response. I even emailed the JL MD (Paula Nickolds) no acknowledgment even. Absolutely APPALLING.... Clearly John Lewis no longer care about the customer..”

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Posted 7 years ago

“On 2 December I telephoned John Lewis to order a Bosch double oven, to replace my oven which was not working at all. The item was on the website with the instruction if I required installation I needed to place the order by phone. I phoned and placed my order, the price of the oven was £754 and I paid £20 for disposal of the old oven. I was informed that delivery and installation would be Friday 7 December and with regard to the installation I would receive a telephone call from Bosch either on the Monday or Tuesday (3/4 December) so they could take the £85 charge for installation. Having received no communication or phone call from anybody by Thursday 6 December I phoned Customer Services Department to check all was in order for delivery and installation the next day, I spoke to Joe. Joe’s initial response was he had never heard of Bosch ringing a customer direct to take payment for installation. He then put me ‘on hold’ for 20 minutes whilst he investigated. He subsequently informed me that he and a colleague had looked into the matter and that everything was set up for the following day and somebody from Bosch would ring me later that evening to confirm installation. He also said the installation charge of £85 would be waived. I think I was fully aware at that point that it wasn’t going to happen! No phone call from Bosch was received, I have to say I was not surprised. At 11.00 am Friday morning the oven was delivered, with no installer and the delivery men couldn’t take the old one away because it was still in situ. I then telephoned Head Office informing them I had a serious complaint and requested that they didn’t put me through to the general Customer Services Department as I wasn’t prepared to endlessly hold on the line. I was put through to the Escalation Team and spoke to a lady called Bethany who, having listened to all the facts, said she would look into the matter and get back to me. Because I didn’t have a working oven I requested installation no later than Monday 10 December. Bethany duly rang me back and said installation couldn’t take place until Wednesday 12 December at the earliest. She also said when she spoke to the installers (presumably Bosch) they had asked that the old oven be unplugged ready for removal. I informed her that I was unable to unplug the oven because it was wired into the mains she said she would go back to them to let them know. I settled on the installation date of Wednesday. However after putting the phone down alarm bells started to ring. Surely Bosch would know that an oven of this nature cannot simply be unplugged and would need to be done by a qualified installer.. I was also unhappy about waiting even longer for it to be installed. I phoned Bethany back and cancelled the installation. It was agreed that I will contact her when my old oven is ready for collection (as I have paid for disposal). So this brings me to sum up this whole experience. No formal confirmation of my order by email or promised follow up contact from Bosch, Trying to obtain direct line numbers or email addresses for senior management is nigh on impossible. Having to wait a long time holding on when dealing with Customer Services - a more acceptable approach would be to take a customer’s number and ring them back. Being told something will happen and it doesn’t- don’t promise customers that something will happen when it clearly won’t. I for one would find it very difficult to put my trust in ever ordering anything from John Lewis based on this recent farce. It is well documented that this company has struggled in recent times with sales/profit and they have recently rebranded as John Lewis and Partners. I don’t think any rebranding or changing names will help a company who don’t seem to be able to get anything right. If there is anything positive to say about this whole experience is the people I spoke to in Customer Services - Joe and Bethany - were polite. Like other people on this site I wouldn’t have scored even one star. Also is anybody at John Lewis taking note of this feedback. I have sent an email to Paula Nickolas, MD, t I had to try and have an educated guess at her email address. Will she read it, I think not, it will probably be ‘fielded’ to the Customer Services Team for a ‘conciliatory’ response. UPDATE TO MY ORIGINAL LISTING: For anybody who read my original review as above. I think I was correct in my complaint email being fielded. Here is the response I received : Are they listening and taking on board all these serious customer complaints I think not!!! Response: ""Hello Mrs Hassal, Thank you for your email to our Managing Director, Paula Nickolds. I understand you would prefer to be contacted directly from Paula Nickolds, but she has charged me to respond on her behalf. However, I would like to reassure you that I will keep her fully updated. Our Managing Director see's all letters and emails that is sent in to her, however, she has dedicated my Director Relations team as Case Managers to respond and acknowledge all correspondence. I am so sorry that your recent experience hasn't been a positive one, and I do appreciate you bringing this to my attention. It is clear from your email that we have failed to deliver a high level of customer service on this occasion and I would like to offer you my sincere apologies. As confirmed, you can give me a call when you are ready for collection. Or, if you have any further queries please do not hesitate to contact. Yours sincerely, Bethany Director Relations Case Manager John Lewis & Partners""”

Helpful Report

Posted 6 years ago

“Trustpilot reviews Categories My Reviews My Settings Help LOG OUT Alternate Text Gunjan Singh GB For companies Your review counts! You reviewed John Lewis & Partners Add photo Gunjan Singh Gunjan Singh 1 review Star 1 Star 2 Star 3 Star 4 Star 5 Published 1 seconds ago Foul play by John Lewis My son who is studying in London went to buy a laptop from a John Lewis store. As the laptop was not readily available in store the sales person booked one at the til taking all the payment from debit card and asked to collect from a Waitrose store later. When my son went to Waitrose to collect after receiving the text, he was told that someone has already picked up the laptop. My son was shocked as he had earned the money so hard to buy that costing £1300. He asked the Waitrose person what to do and sought help. Instead of helping my son for the obvious error on their part they said it was not their fault whereas it was clearly their fault as they gave away the item without checking the id properly especially for such a costly item. Or it could be their staff involved themselves? Even my son complained to the head and he was refused for a refund or replacement. Terrible. Beware of going again or buying anything from them. Trustpilot Choose country United Kingdom About About Jobs Contact Blog Press Community Trust in reviews Support Center Log in Sign up Chrome App Businesses Trustpilot Business Products Plans & Pricing Business Login Follow us on Privacy Policy Terms & Conditions User Guidelines System status © 2018 Trustpilot A/S. All rights reserved.”

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Posted 6 years ago

“Purchased an item 30th Sept. Delivered 12 Oct. Returned using same packaging and 48 hours service on 18 Oct. Email sent 23 days l after (policy states 14 days return check) stating no refund given as item damaged??? Spoke to CS and treated disgusting by staff member Greg Burgess at CEO office and what a nasty person and accused me of damaging an item. He has not responded to last email - where I been treated disgracefully. Had to lodge with credit card company due to him.”

Helpful Report

Posted 6 years ago

“Purchased an item 30th Sept. Delivered 12 Oct. Returned using same packaging and 48 hours service on 18 Oct. Email sent 23 days l after (policy states 14 days return check) stating no refund given as item damaged??? Spoke to CS and treated disgusting by staff member Greg Burgess at CEO office and what a nasty person and accused me of damaging an item. He has not responded to last email - where I been treated disgracefully. Had to lodge with credit card company due to him.”

Helpful Report

Posted 6 years ago

“I ordered fitted wardrobes and whilst the service selling them to me was fine the installation has been nothing short of a disaster. I have been appalled at the level of service, or rather the complete lack of customer service. I now understand that this work is subcontracted to a firm of installers. I would not recommend them to anyone. I have a list of the times I have had to call to confirm dates for installation, the broken promises to call me back and the downright lies I have been told. Right now the fitter is here and is denying everything and I was promised!! He keeps telling me that everyone has the same problems with head office, I could go on. Suffice to say that I will not be buying wardrobes from John Lewis for my other bedroom, nor will I recommend them to anyone.”

Helpful Report

Posted 6 years ago

“The service from John Lewis just gets worse and worse. By phone or in store, no one knows anything about their products. The staff often have a poor attitude. Trying to get any sense or help from anyone over the phone is a non starter. The 'Never Knowingly Undersold', price match is a total joke; The website gives you a number to call for a price match. Someone answers the phone who appears to be brain-dead and refers you back to the website. In store, if you even dare ask you'll be treated like you've just slapped the persons mother.”

Helpful Report

Posted 6 years ago

“Terrible Customer Service. Waiting in all morning for delivery of a Wine Chiller. Made three phone calls to JL to try to get an approx time and was eventually told that the item is out of stock and therefore I had wasted half a day waiting in. Apparently the outside supplier had tried to contact me, but I have received no messages. Meanwhile JL still sitting on my money. To make matters worse had to make three phone calls totalling over an hour to eventually be dealt with by a rude young man who has no idea how to deal with a disgruntled customer and just made the matter 10 times worse. Spend your money else where - I will be from now on!”

Helpful Report

Posted 6 years ago

“What a crowd of charlatans..ordered a washing machine online and have yet to receive it because"the van broke down". What rubbish when I called to enquire when I would receive it...they didn't know themselves!”

Helpful Report

Posted 6 years ago

“Please do not purchase food or drink gifts from John Lewis even if it’s a hard sell from their staff - my son purchased a “perishable item” it was a bottle of gin ( with unicorn tears) unopened but when he purchased it ( after a sales person’s hard sell) he didn’t know his sister for whom the gift was for didn’t like gin - I went with him to discuss this but was very firmly told by a grumpy couple of assistants that they won’t accept any perishable items as a return - spend your money elsewhere as he’s now £40 down with a gift no-one likes - he’s only 19 - hard lesson to learn from a so called reputable department store”

Helpful Report

Posted 6 years ago

“NEVER USE JOHN LEWIS SHOPS TO ORDER ITEMS ordered an item, apparently 'on line' at the Norwich store to have it delivered to Wymondham Waitrose. Asked for a gift receipt at Norwich and was informed they could not do this but Waitrose would be able to provide this. Waitrose said that they could not. Telephoned John Lewis asking for a 'gift receipt' and was told that the only way to get one was to return the original item and re-order ensuring that i ticked the 'gift receipt' box (bearing in mind that I have now bought the item twice and have to wait for the initial item to be refunded). Item arrived - NO gift receipt. After ringing John Lewis again, on a premium rate number, and after much discussion was told they could do nothing at all. NOW RETURNING THE ITEM YET AGAIN AND GOING TO BUY IT FROM A COMPANY WHICH CAN GIVE ME A GIFT RECEIPT. WILL NOT BE USING JOHN LEWIS AGAIN AND CAN ONLY LET PEOPLE KNOW THE HASSLE IT IS TO BUY SOMETHING.”

Helpful Report

Posted 6 years ago

“NEVER SHOP AT JOHN LEWIS AGAIN! Customer service on the telephone is TERRIBLE. They are so rude and reluctant to assist you with your complaint or any problem you had. So I've got an online order with a product that is faulty when I received it. Emailed customer service and they replied they would send a replacement for me until it is back in stock. I just waited for that but no one has contacted me after 2 weeks. In the meanwhile, I went to their store and bought something else. But again, the products they sold to me were broken! I emailed to customer service again because basically, they had a problem with the quality check of their goods. I popped into the store and asked for an exchange. But when the staff was investigating the products that I've bought, she just fell it onto the floor, which was extremely unacceptable. Seemingly, she did not apologise and asked me to come back later for exchange because they did not have the product in stock. As a customer, I feel so bad for that. I tried to complain to the customer service team regarding the issues that I've experienced. But again, they did not give me any reply by email so I called them to ask for a response. But they end up being so RUDE and reluctant to help me with the problems they brought to me. They even blamed me that I am wasting their time and they just hang the phone up straight away. It's totally fine, John Lewis. I will never ever buy anything from your department store again. They are just selling products at a poor quality!”

Helpful Report

Posted 6 years ago

“I ordered clothing and trainers only to open my delivery with someone else order an XBOX and their personal details despite the box being addressed to me. I have contacted the other customer who it was a surprise birthday present from a friend. Surprised Ruined. I have phoned 4 times been promised an investigation to where my information and item went to (another customer obviously) and calls back still waiting for my first call and do to be returned from 2 weeks ago !! Returned the XBOX straight away along with clothing, received an email today to say I hadn’t returned an item despite having confirmation. John Lewis privacy statement Doesn’t mention sharing you information with other customers. Appalling customer service!!!”

Helpful Report

Posted 6 years ago

“I also ordered made to measure curtains in October and now it is December and still no curtains! Similar problems like others have mentioned. Emails unanswered, difficulty to get in contact by phone , updates promised and nothing happens and the right foot not knowing what the left foot is doing. I have always sung praises for this company and been a loyal customer for nearly 50 years but no more. To quote an awful pun ' It's curtains to this company'! I can now understand why profits are down and can only see it getting worse.”

Helpful Report

Posted 6 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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