John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,456 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,456 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

“Absolutely terrible. Spent three days chasing up a delivery of a washing machine that they failed to deliver. Spoke to 5 different members of the customer service team and they were all hopeless. On hold for hours. In the end I had to cancel the order and go to AOonline. They are USELESS and they are economical with the truth too. Awful - never going there again.”

Helpful Report

Posted 6 years ago

“Parcel supposedly delivered but never received by me. Company making me out to be a liar even though I have asked for a replacement item and not a refund. Numerous telephone calls and emails on my part with promises of replying within at worst 7 working day!”

Helpful Report

Posted 6 years ago

“John Lewis slogan of never being undersold Is exactly the opposite of what happened with us we went to buy a tv and was told John Lewis was the best place to get one from because of the warranty. So we brought our new 4K tv from our local store with 5 year warranty, we also purchased added care on top to make sure it would be fully covered for 5 years. We have had the TV for just over a year and had generated a fault so we ring up John Lewis and they agreed to send out an engineer. After the engineer had been they rang back a few days later saying it would not be covered by either the John Lewis 5 year cover or the added care which when we brought the TV we were told that everything would be covered regardless by the sales team. The customer service team were reluctant to give any kind of response and had hung up on us 2 times trying to understand why it wouldn’t be covered! We spent 3/4 hours trying to resolve this. After the 3rd hour they were very reluctant to let us speak to a manger and were rude trying to defer us from escalating the claim. The manager then said part of there terms and conditions was that the part we needed which was faulty wouldn’t be covered under warranty or added care but could not quote from where that was stated in any section of our agreement after another 30 minutes they finally agreed to have the tv repaired but believe that if we hadn’t of kept on the line it wouldn’t have been resolved! I believe that John Lewis on this occasion have been a disgrace and going against there own motto of never underselling anyone!”

Helpful Report

Posted 6 years ago

“JL Chichester loses £24,500 carpet order due to a catalogue of errors. After so many years of great service I am very sad to say that my very recent experience has forced me to cancel my order, costing me lots of money. The product looked good, the quality and price fair but the service appalling with no one seemingly knowing what was going on. The original guy who came to measure the house lost half of the measurements, requiring another 4 hour visit at a later date, the carpet we chose from a sample in the store was discontinued and then, suddenly back in stock, only to be discontinued again. After taking our money, and promising a delivery date, this being confirmed by JL by phone after the order was placed, we then found out that the yarn had yet to be dyed, the carpet not yet made and the delivery date would overrun by about 2 months.....although they couldn’t guarantee even this! With a house full of builders and painters working overtime to meet the original promised installation date, this has cost us a small fortune. Trying to get anywhere via the customer service number is a nightmare, even at director complsint level and I have spent forever on hold listening to the JL music! Today I was put on hold for over 15 mins whilst the man I was speaking to attempted to put me through to the complaints unit ....if you cannot handle this, the lord alone knows how you can expect to continue trading effectively? I really do despair and have hated to see my old fried JL go so quickly down the tubes.”

Helpful Report

Posted 7 years ago

“Ordered and paid for sofa in Oct 18, John Lewis delivered wrong sofa in Dec 18 and delivered second wrong sofa in March. 7 days since 2nd wrong delivery and 4 calls to customer service find out they still haven't looked into my issue! Appalling levels of service not expected from John Lewis.”

Helpful Report

Posted 7 years ago

“Having lived close to John Lewis on Oxford Street for 30 years, I have furnished several homes with them and have had nothing but the best of service, especially when something has gone wrong (which lets face it is when you want good service). I recently moved north and was overjoyed when they opened a branch in my new city, but what a disaster. The staff are not up to JL partner standard by a country mile and my recent experience buying and having a carpet fitted by them makes me think I will never buy anything from them that I can't physically take from the shop, and even then I would frame the guarantee or at least laminate it since just because you bought an own label product from them is not proof enough for them to honour the guarantee. Things started well, the estimator came out within a couple of days and gave me the estimate which I accepted and paid upfront for the carpet. Two weeks went by with no contact then I got a text to say that my carpet was in the warehouse and would I phone a Manchester number (centralised scheduling team) to arrange fitting. This I did and after being on hold for 28 minutes!!! I was told that it was a mistake and the carpet fitter in my city handled their own diary and I had to wait for them to contact me. Another two weeks go by and I get a phone call from the Manchester team offering me a fitting date three weeks hence. When I queried the previous 'partner' advice the man on the phone rather rudely said "do you want the appointment or not?" I carried on trying to find out why the 7 week delay and he said he was very busy and was terminating the call as I hadn't accepted the appointment!!! I was flabbergasted to say the least. Later that day another person from the Manchester team phoned me to offer me the same appointment and as I needed the carpet and couldn't cancel the order as it had been cut from the roll I accepted. I asked for a courtesy call the day before fitting so that I could plan my day. Of course that never happened. The fitters (sub-contractors) turned up at 9.30am on the day and were excellent and I am very pleased with the carpet but the Manchester team are absolutely appalling and need a rocket up their collective jacksies IMHO. One further point, the fitters were here for a couple of hours and I gave them coffee and bacon rolls, its amazing the stories people will share over a bacon roll. It seems that they are also unhappy with the Manchester team who treat them just as badly as they treated me with regards answering the phone and rudeness. It also turns out that should count myself lucky that the correct carpet was supplied because the number of times the behind the scenes team in Manchester foul up is truly mind-blowing. By all means look at John Lewis for a carpet, but take a sample to your local carpet shop and get good service, I wish I had.”

Helpful Report

Posted 7 years ago

“I'm having an horrendous time with my camera that's only 5 months old.I was told to take it to John Lewis.Never was a told I could send it directly to Nikon.I was led to believe it was set for repair.When I looked the company up it was sent to it was not an authorised Nikon repaired.When I have challenge it I have had untruths told.Told it was only sent there for inspection regarding condition.Yet this was checked by John Lewis and documented on hand over sheet.Then when I chased up again I was advised it was still being assessed and they may not have part.Which one is the truth? Then advised the non author repaired had sent it to Nikon yet they could provide no job number or info.Told that the shop is was sent to did the liaison and it woukd be returned there when fixed.I lodged a formal complaint and asked them to listen to my calls to John Lewis.They promised to update today.I message was left on my answer phone from John Lewis with a name and contact number.When I rang they had no idea what the message was about.Held on phone for 30mins while they searched through notes.12 days on I have no idea what's happening with camera.Worried sick that a non authorised firm has touched it.Concerned it's being passed around in transit and when or if it comes back it's possible it may be damaged further.I purchased it from John Lewis due to the fact they offer good warranty.I was advised by another high street shop that if I had to use warranty I woukd find out it's not as easy as your led to believe.Its all proving fact.I was booked onto camera courses now I have no camera.I'm at breaking point.Im so upset and wonder if this will ever be resolved.I have loss all faith in this company.My experience has been truely horrific and continues to get worse.I wished I would of purchased from another retailer. Worst of all it was my right to know I could of took camera back to Nikon. They told me to take it back to them. Surely this is not right.Why are they not advising this when you ring up the support team.I would not be in this mess now if I was given that crucial information”

Helpful Report

Posted 7 years ago

“I ordered some computer accessories today 20 Mar 2019. TOTAL VALUE APPROX £300.00 Received confirmation that order being processed. Then at 18.07 I received E Mail advising my order had been cancelled. Called the Chester branch to find out why. Very negative response - could only tell me that it was a "security Check Problem" Unable to help me beyond that. The funds have been taken from my bank account - so it's not that. I don't have a criminal record ////// Lived at my present address for the past 14 years. But still unable to find out why they have cancelled my order. It's like being charged with a crime - being found guilty - but no one will tell you what you've done. Have bought numerous items over the years from J L but that's the last time they will get any more business from me. If anyone at J L is interested ( Which I doubt ) my order number was 214375655 Read the Daily Mail in the next few day - I have sent them a copy of this E Mail. Name and address withheld:”

Helpful Report

Posted 7 years ago

“I have a £50 John Lewis gift card, have had since January 2019. So imagine my surprise when, come March, I checked the balance and was told it zero. Assuming some mistake or card activation error, I emailed John Lewis. I didn’t receive a reply so emailed again, and then again. Eventually someone called me and followed up with an email - the card was used in the Bluewater store on the 5th March. The JL employee compared my card number with that swiped during purchase. It was “definitely” mine. Nothing more could be done, I should call the police if I felt there had been some sort of fraudulent activity (because clearly they aren’t busy enough!). I live in North London, I haven’t been to Bluewater in about 10 years. So how could my gift card, which has been sitting in my fruit bowl at home all this time (I live alone, no one could have swiped it, used and put it back) have been used in a store? It’s just not physically possible! Has anyone else had this issue? Is there a problem with JL gift cards? If there is some sort of card issue, or possibility of using the same number as another card, I would like to know. I certainly wouldn’t be purchasing and or giving John Lewis gift cards as presents if I knew this. #confusedandquitedisgruntled”

Helpful Report

Posted 7 years ago

“Nightmare ordering carpets. Terrible customer service. 6 weeks with no contact. Offered me to choose a carpet of my choice and they would price match to a cheaper one and then decided they made a mistake offering that. Spent 8hrs on the phone with them and no movement. Terrible people”

Helpful Report

Posted 7 years ago

“Booking experience was good - easy to choose what you want done and the date, and also easy to change if needed. Guy (Tom) turned up - said as it was more work than he had time for, he needed to update the quote and could not do the work now. Was a small leak at the valve as I had explained in the booking, and his explanation was 99% of the time I just have to tighten the nut, anything more needs more time. He left, updated the estimate and I went on line and accepted that. immediately. No information as to what to do next as plumber had left, radiator still leaking and no way to rebook. Called JL Solutions. Told they would connect me to the plumber direct and I could sort it out with him. I asked to cancel as no value in paying JL to manage it, then being told to manage it myself. They said as the engineer had started the work I had to pay anyway, even if he didn't come back to fix the leak. He had not started the work and was in the house less than 5 minutes but the guy on the phone wasn't interested. Not what I expect from JL and will not be using them again.”

Helpful Report

Posted 7 years ago

“Never shopping at john Lewis again, three faulty dinning table s. Numerous cancelled deliveries, all apologies and no action. They expect you to waste your time waiting for them then cancel, apparently even after three damaged tables over four months your not a priority.”

Helpful Report

Posted 7 years ago

“FOR THE ATTENTION OF CHARLIE MAYFIELD AND PAULA NICKOLDS - Please go to Trust Pilot to see my review, questions and comments, just posted 5pm 12th March 2019. Judith Underwood”

Helpful Report

Posted 7 years ago

“John Lewis staff are bunch of crooks, lie on record, are unable to keep customer equipment/data from being stolen from their premises. Avoid like plague, shop else where”

Helpful Report

Posted 7 years ago

“Everything! JL has given me some of the worst customer service I've ever experienced. Very sad days. :(”

Helpful Report

Posted 7 years ago

“Absolutely horrible experience with the service and customer support. I gave my airpods for repair and two weeks later they called me to ask for a proof of purchase and when I said I didn’t have it (“surprisingly” I don’t keep the receipts for 18 months) they refused to repair them even though they could see on the system that I bought them from John Lewis. Not only they didn’t do the job, they wasted my time (2 hours on the phone with customer support to understand the situation and get my broken airpods back + two weeks of silence before they told me that they wouldn’t do the repair). I am definitely not going to shop at John Lewis ever again.”

Helpful Report

Posted 7 years ago

“We wanted to buy Bosch Washing Machine WAN28201GB for £429 using some of the Love to shop gift card which I checked by phoning on 28th Feb 2019 was told as accptable as part payment. When we went to the Leicester store on 5th March 2019, were told by the Apliance Dept Sales who checked with the manager as Love to shop gift cards were not accpted. Waste of journey for us into town...”

Helpful Report

Posted 7 years ago

“ordered and paid for a cooker.. waited 4 weeks for delivery... called to see when it would be coming as I had got rid if mine... only to then be told it's cancelled and refunded!! after loads if talking on phone and emails I am still without a cooker.. no offers of another cooker... no explanation as why no one thought they should call and let me know it wasn't coming in my 4 weeks wait!! NOTHING... I thought John Lewis was a trusted shop/seller... not anymore.. and I hope this puts at least 1 other person off using them... bad customer service.. Sean Nicholson”

Helpful Report

Posted 7 years ago

“Gift cards- Never buy these from John Lewis. We received some for our wedding, my wife misplaced some only to find them 2 years on, John Lewis does not honor its own gift cards after 2 years despite the fact they received payment and banked the money, quote "When a Gift Card expires, it is mainly to prevent the liability should the Gift Card be lost or irredeemable. While not all retailers do abide by this reasoning, we do, and while this is part of our Terms & Conditions, we must abide by this in order to maintain equal practices and to reduce losses incurred by these unused Gift Cards." What the liability is to them when they have in effect taken money and provided nothing remains to be seen. This is a tactic used only by John Lewis and its sole purpose seems to be to disadvantage the consumer. Send cash, at least everyone honors that. Apart from losing a customer this has been sent to trading standards as an unfair practice complaint.”

Helpful Report

Posted 7 years ago

“I cannot tell you at the appalling incident I suffered with John Lewis. I am still agog about it. I ordered a hob at the end of Dec- it took 3 attempts to deliver it because of errors with our flat number which we rectified on the first failed attempt but which continued to occur on the subsequent occasions. Finally the hob was delivered but there was no installation included even thought we paid for it, so i was on the phone to customer service trying to organise. That also failed 2ce, and each time i was home from work waiting for the delivery. This was insane, I called JL up to ensure that every single mention of our address had the correct flat number - so much of my time had been wasted. Finally today (28th Feb) the third attempt was made - the installer came but couldnt install the hobb due to our kitchen not meeting jl guidelines. something NO ONE made us aware of. The result was the hob remained uninstalled and yet again i was on the phone to customer service - a lovely chap offered appropriate compensation and sympathy. Later that evening someone called from "customer resolutions" what the link is between them and customer services is unknown to me. but this person, was rude, obnoxious, patronising, wound both me and my partner up. She refused to acknowledge my call with customer service earlier that day and basically said that nothing that was discussed would be executed on. I was livid i still am. She basically said that the most we would get is £50. She handled the call with a total lack of professionalism and arrogance. And im horrified and will never, ever, ever shop there. EVER AGAIN”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,456 reviews