Name: John Lewis
Rating: 2.66

“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

“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

“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

“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

“poor and non responsive customer service, spent 4 evenings on the phone, never again, :(”

Helpful Report

Posted 9 years ago

“Have purchased may electrical items from John Lewis but a Zanussi Fridge purchased less than 6 months ago had developed a fault and was leaking and the seal was not working as it should. Contacted John Lewis to get this resolved in mid August and still no resolve. They first of all failed to even action an engineers visit and then the dodgy company they assigned to come out and inspect the fridge did not even bother coming out and later claimed that they had come but no one was in, even though i had taken the afternoon off work to ensure I could be there for when the engineer came. After 6 calls and hours on the phone there is still no resolve. They claimed to put me through to a manager who advised that he would look into it but could not escalate the complaint, even though their calls are recorded. Poor customer service when you need it, hence save your money and go to other suppliers who will supply you the same product cheaper and you have no expectation of customer service. John Lewis you have lost my custom and that of my family and friends.”

Helpful Report

Posted 9 years ago

“I honestly wouldn't wish what johnlewis.com is making me experience even to my worst enemy! I bought a phone on their website which I collected from their supplier's depot and the box was empty! This was on August, 13 and still nothing received nor refund or another phone sent back where clearly the Delivery Courier signed and stated a file confirming the box was empty. Letters with facts explained, emails, at least 20 calls to Customer Service already and NOTHING in return. Customer service agents that keep promising calls back for you which simply don't happen. Wouldn't have expected from John Lewis. I feel really cheated on and let down by the whole situation. Unbelievably indecent and ridicoulously useless service.”

Helpful Report

Posted 9 years ago

“Zero customer service. I received an email from JL over a month after placing my order saying my item had been returned. I never received the item and am still waiting on a reply to my email that I sent weeks ago. My address was correct, the item plus postage has been paid for and it was in stock when I placed my order. I have no idea what's happened... This is NOT how an online company should operate. Never NEVER shopping here again.”

Helpful Report

Posted 9 years ago

“What a rubbish service I received from JL. Ordered a Bosch dishwasher which failed to arrive. I'm sorry to be rude but I found the customer section quite dim. I've made 4 calls to customer service and spent an hour on the phone with promises to ring back but they never do. So much for being a quality store. Please reply John lewis”

Helpful Report

Posted 9 years ago

“Bought a Mulberry Scarf. Cost over £165.00. After two weeks of wear, everything the scarf touched would cause a hair line or snag. Then the label stitching came apart so the label come off. Returned it to the JL BLUEWATER store and had it exchanged for another Mulberry scarf. Within a week the same thing happened so returned it to the BLUEWATER store. The lady asked if I wanted an exchange, I said yes, and off she went and brought me the previous scarf I had returned the week before! I was shocked. And I told her that was the one I returned . Disgusting John Lewis! Selling damaged returns to customers. I put a similar review in the JL website and surprise surprise they removed it.”

Helpful Report

Posted 9 years ago

“Really poor customer service. I bought a Samsung TV and you could just about hear dialog with the volume at 70. I then checked reviews and seen that loads of other people had the same issue and you needed to buy a soundbar @ £300 to boost the sound. I bought this and now all is well . Then I rechecked the john Lewis website and they have lots of deals with Samsung TV + soundbar as a package. So I emailed customer services asking if they were aware of the volume issue and they basically replied I can't get a retrospective discount (that I never asked for) and that if the TV is broken I call a maintenance department! Very rude and very poor service. Would not recommend this company to anyone”

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