John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,453 Reviews

40 %

of reviewers recommend John Lewis

2.7

Based on 2,453 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

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“I have been a John Lewis Customer for around 50 years and there is no doubt in my mind that service now takes a very low priority in this chain once for renowned for it. I have visited the Peterborough brnach three times in the last six weeks and had two very disturbing experience. The first, to buy a washer/dryer, led me to the opinion that staff are simply not trained as the female assistant talked complete rubbish not understanding the product at all. We did not buy the machine! The second visit was to look at a new camera. This female assistant knew the products inside out and was marvellous. I bought the camera. Today, three weeks later, I returned as the camera had developed a problem which I do not believe is in any way my fault. The first young man looked this way and that and led me to technical support where we waited but not as long as one customer who had been there for over half an hour. I sat in the chair and started talking to the male assitant who promptly turned his head towards my husband and addressed his comments to him until I reminded him who was the customer. Thereafter I was accused of damaging the camera myself despite it have been kept in the makers hard pouch. I was forcefully told the guarantee would not be honoured and I would have to make my own arrangements for repair under the additional insurance purchased. I was kept waiting whilst a female manager was fetched who forcefully re-iterated that it "must be my fault". We left vowing that we would not return to this chain in the forseeable future. It seems that at the John Lewis Partnership the customer and customer service are the least of their concerns in 2015. Avoid them.”

Helpful Report

Posted 10 years ago

“Treat loyal customers like scum... will NEVER shop in John Lewis or any part of the Waitrose chain again. - wrote to the manager of the Ipswich store after receiving possibly the worst returns experience I've ever had in a UK store - was made to feel like criminal for returning a faulty product, which, when I looked on the store's website had attracted several bad reviews for exactly the reason I was returning it for... I posted a negative review of the product and the service I'd received on the company's website and it wasn't published (no explanation) - never received a response from the manager of the Ipswich store - which looks more like a branch of Poundland by the day - sorry Poundland, your service, stock and store management is actually far superior to John Lewis - in a bid to avoid the horrible Ipswich store, I made the mistake of purchasing online... the goods were of a poor quality, so I returned them and had to fight for nearly a month to get my money back.... endless, endless emails and calls.... dealing with customer service operatives who drone on about how your custom is important to us and then lie, lie, lie and then lie some more. I saw a Guardian article a few months ago highlighting the problems John Lewis was having with customer care.... at the end of the article John Lewis asked people to write to the head of customer services.... unfortunately the biggest problem I had was with the head of customer services' team.... great. Only the threat of writing to Sir Charlie Mayfield the chairman and the Inland Revenue seemed to shift things along... Truly sad and shocking...”

Helpful Report

Posted 10 years ago

“You'll all be familiar with the routine, ring customer services and receive excuses rather than solutions. Having purchased a very expensive pen from their website, it arrived with no paperwork, guarantees etc. As this was a gift, I made the effort to telephone JL's customer services. Exhausted by the excuses and lack of initiative, I contacted the manufacturer, received the paperwork and so end of that particular strand of the story. So I left a 4* review on the John Lewis website, 5* for the pen, minus 1* for the poor JL service. Needless to say, I got a "rejected" email saying "reviews need to comply with our conditions". These of course tell you nothing. But doesn't this tell you a lot about JL's mindset - won't accept negative reviews of their own performance, only those of their suppliers presumably. Other, more enlightened, big companies are more open minded and, one assumes, willing to learn from their mistakes.”

Helpful Report

Posted 10 years ago

“I've ordered my product and collected it at the local Waitrose. The service was very fast (ordered on Sunday and received on Monday, before lunch time) and I did not have any issue with the product. I am happy of it :)”

Helpful Report

Posted 10 years ago

“I last week went on line and ordered a Bosche Fridge Freezer, it was duly delivered a few days later and it is entirely to my satisfaction. I was worried it would be noisy but I am pleased to say that so far it is very quiet, no doubt when it defrosts it might be a bit noisy but perhaps for only a short time. I think Bosche are mean not to supply Freezer blocks although they provide a narrow space in the door for them but they are not now part of the package. Well done John Lewis, entirely satisfied.”

Helpful Report

Posted 10 years ago

“When they get it wrong, they don't like it when you tell them, as I was told this morning by a customer services senior person that she was 'disappointed by my email'! Not that I had to write it because of their incompetence but she was disappointed I had sent it! A week apparently is not long enough to get her act together after I had been told she would phone me in two days! They full story: I'd tried to purchase my wedding dress! So you can imagine the need for them to get it right and why I thought they'd be a good store to go to for reliability. Sadly, they didn't turn out to be. The first lady I spoke to on the phone to order the dress to be delivered to store, set it up to be sent to my home address which had been inputted wrongly and not fully. I called to tell John Lewis. The second lady that was dealing with me then cancelled my order and said 'it was the last one and so I have sent you a refund'! The tone was not sympathetic just factual. I asked to speak to her superior, she didn't put me through and tried to sort it out herself, I told her I wanted to speak to her superior but to no avail and she told me effectively (in a tone implying I should be being grateful for her assistance) that she would get the dress sent to a different address, as I can't have it sent to store... The dress never arrived on the expected day of Wednesday, so I called and was told on the Thursday that it was with the driver for delivery that day. Thursday came and went and still no dress and so on Friday I called and received the bad news that as there was only one it would be shipped back to the supplier and it had been sent back to the West Midlands depot beforehand and that sadly was it, the dress was gone! It was suggested that I write an email to the complaints department and I should receive a voucher by way of an apology. I did this and informed them that I still thought they could pull it back and get the dress, as originally requested delivered to the store the following day. I got the usual reply email of 'thanks for your email, here's your case number and we'll get back to you in 24hrs'. 24 hrs came and went and then 48hrs later I received a phone call from Marie. Marie informed she would investigate this but because she was working on the Sunday, she would not be in on the Monday and therefore, she'd pass it over to a colleague. I informed Marie that I had since got another dress and the urgency was no longer there. She said she would therefore call me on the Tuesday. Tuesday came and went. So on the Sunday a whole week later, I wrote another email stating that 'I was now beyond disappointment' and gave my reasons for feeling like this. Marie the next day being Monday called me back and one of the first things she said to me was she 'was disappointed by my email'! This pressed my button and demonstrated to me that John Lewis don't care about their customers in the way they think they do! My email was short and sweet, it only informed of factual information of how time and time again they as a customer service department had failed to keep their own set timeframes. Marie was supposed to be a more senior customer service representative and she spoke to a customer in such a way. Apparently, she thinks that she told me she would write to me and informed that she had written to me on the Wednesday. So, I don't see how she thinks that I would have received that the day before on the Tuesday. Her tone was condescending and almost lending its self to none of it was her fault and I should just accept her incompetence as help! Even stating that I should give it a couple of days. I think a week to be more than a couple of days but as I had not received the letter she claims to have written to me and I have not received an email informing me a letter had been sent. All I have received from John Lewis is disappointment from the majority of staff I spoke to on the phones. Apparently, I should expect a phone call again though to ensure that I do receive her letter and this should happen on Wednesday of this week. I won't hold my breath and nor do I expect Marie to be polite or apologetic, if she calls! I have to add, if I ever shop from John Lewis again it will be in store only and I will want to take the item there and then. When things go wrong John Lewis doesn't appear to have the staff to resolve the issues or the processes. Customer service was supposed to be your thing John Lewis! The differential that set you apart from the others. You have now lost my custom which included my wedding list etc. Sadly, having spoken to friends and family about this, it seems they too have had issues and it would seem according to this and other websites, so have other people! Keep going like this John Lewis and your competition will finish you off which honestly makes me sad!”

Helpful Report

Posted 10 years ago

“I ordered a fridge freezer from Jhon Lewis because I thought if anything goes wrong they will sort it out...... How wrong was I ? The delivery man came in looked at the location of my old fridge. Pulled it out of the alcove unplugged it then told my nanny the new one was larger and he could not now deliver it. Event although I had measured it and it was the same. He also said my door entrance was to narrow ... The same one all my appliances have gone though! He pushed the fridge back in the alcove unplugged my nanny then put the food back in and we ate from it for almost 3 days during this time giving my whole family including my 11mth son food poisoning. And my aunt who had lost her husband that weekend very bad vomiting? So instead of sorting out funeral arrangements she was at home being sick. When I phoned Jhon Lewis to tell them this they said it would take 11 wks to deal with the complaint? My kitchen floor has also lifted where the freezer food defrosted. They are a disgrace do not use them. What company behaves like that......”

Helpful Report

Posted 10 years ago

“I purchased a Sony TV And a sound bar, the service by the set up and delivery driver was superb they did John Lewis proud, as did the young man who I purchased to from at the Wellyn Garden City store. Full marks”

Helpful Report

Posted 10 years ago

“Tried to buy a Samsung television online, with an HDMI cable as a bundle package. Did not happen no matter how many attempts, so called customer service. They couldn't order this either on my behalf, informing me the system was "rubbish". Tried again to order without the bundle package saving, with an "express" delivery within 48 hours ! Website hung again and would not let me order....... I then drove 20 miles to the Edinburgh store, where although dealt with a helpful gentlemen, was informed the "express" delivery would take 10 day's !!!! Ok had enough of John Lewis. Called Curry's on my way home, ordered the exact same television, with an HDMI cable given with the TV, delivery within 48 hours guaranteed and cheaper, as was the installation cost. John Lewis has just lost out on a £3K order from me, however they won't care about that and continue to faff around with there customer service.. Real pity as the Samsung chap showing off the tv's in the Edinburgh shop was a joy to deal with and the reason we went for this TV in the first place. Don't waste your time,go to Curry's where they understand what you want and deliver when you want.”

Helpful Report

Posted 10 years ago

“I had paid extra for a speaker to be delivered on a named day (27.6.15). Got an email from the DPD. They said they had not received the item and delivery would be delayed. Called John Lewis who have no idea what is going. Very poor service.”

Helpful Report

Posted 10 years ago

“Bought an AEG dishwasher which broke down. Engineer appt was booked but he didn't turn up. That was a week ago. 18 calls (18)!!! and 12 emails later and they still haven't rebooked the appt. It's classic customer service fail. No one at he callcentre knows anything and they promise to call you back then fail to do so. They take 24 hrs to reply to emails and it's a different person each time so you go back to zero and nothing gets done. Their level of incompetence is astonishing.”

Helpful Report

Posted 10 years ago

“I was usually happy with this shop until recently. I have bought a quite expensive bbq and after 2 weeks I still dont have it. Here is a summary of what happened: 1- I ordered a bbq (so it is in stock...you will understand later) with assembly, 2- before the delivery, I realise that, if assembled, the bbq will not fit in my building corridor so I call the customer service and cancel the assembly. I receive confirmation and refund few minutes later. I asked also whether the delivery would still arrive on the same day and they have confirmed, 3- I did not receive anything on the date but they did not contact me to let me know there was an issue. I had to call to chase and tell them I did not receive anything. They said that the bbq was not delivered because it was lost in the warehouse (how possible?) and decided to rearrange the delivery 8 days after, which is a very long time, 4- on the second delivery, they came (finally) but with the bbq assembled. I had to return it as a consequence. 5- On the same day, they email me and say that I returned the bbq because it was damaged, no idea where this is coming from...and they say that the bbq is no longer available! They then offer me 3 options: exchange with another bbq, refund or wait more than a MONTH to get my purchase! 6- Over the phone, when I told them that I saw the bbq in the delivery truck and therefore it was not out of stock, they were adamant that it was out of stock and that the issue was because I ordered the bbq with assembly at first...meaning that it was my own fault! (although the assembly was cancelled more than a week before of course) Long story short, pathetic service for bbqs in John Lewis, it looks like they do not plan properly their bbq stock and book of purchases and that, if you buy a bbq with them, you need to buy it in the winter to get it in the summer! Do not buy bbqs in John Lewis.”

Helpful Report

Posted 10 years ago

“John lewis brent cross branch completely rubish in service. I m partner of company and giving this review completely non sense for me but they deserve last quality customer service pArticular electronic division.”

Helpful Report

Posted 10 years ago

Helpful Report

Posted 10 years ago

“Ordered a settee in store on 21st March. Can't fault the store or staff. Duly paid and told it would be up to 8 weeks. Not a problem prepared to wait. Guys who delivered were great, had a laugh and a joke with them which is unusual for delivery men!! Sofa is great, perfect condition. Looks brilliant. The sofa did arrive late it actually took nearly 12 weeks. My issue is with JL process. Bearing in mind the same day I ordered a further two settees from another company. The process of how they deal with your order could not be more different. My order was taken in store. other than my receipt, I have received no communication what so ever from JL. The other store actually emailed me thanking me for my order, giving me an approx delivery date. Regular emails telling me that my order date was on track. Then I received a phone call to say it would be early, could I take delivery, again followed up with an email. I had not heard a thing from JL. I rang them after nine weeks, saying i had received no communication and where was my settee. Customer service were helpful and stated it was the suppliers fault and it would be late. No date could be given. So I rang at 10 and half weeks asking did they have a date. Oh yes it was now in stock and waiting for me to arrange a date!!! Your process is letting you down JL. You are forgetting that we are your customers and our contract is with you not the supplier. It is your job to ensure that orders are monitored, it is not down to your customer.”

Helpful Report

Posted 10 years ago

“I ordered a fridge freezer online with express delivery and had an email to confirm purchase. I telephoned John Lewis on day of delivery only to be told that there had been an error/fault on computer and therefore they were unable to deliver my fridge freezer. There next earliest delivery was over a week later!! I cancelled my order. I had wasted a half day of which I had to book time of work for, this could had been avoided if only customer service had informed me of the delay... Big lesson learnt.. Went and bought same item from another big electrical well known company, same price and delivered within two days.....”

Helpful Report

Posted 10 years ago

“First my order was late which wasn't a great start! I returned an item on 15th April and have still not been refunded for this. They were so eager to pick the item up however so reluctant to paying me back! Called customer services who said they can't see it as returned on their system and will look into it. Been 2 months I have still not had a call back/email or a refund! Being a big company you'd think their service would be great! By reading previous reviews it seems as though its not just my self who has experienced a bad service from john lewis. Never ordering from them ever again!”

Helpful Report

Posted 10 years ago

“Well, they weren't as bad as some reviews here suggest, but could be better! We ordered a washing machine, an Indesit at £220, and where they really beat the others is free delivery and £9 to take the old one. It would be nice if they could offer shorter delivery windows, 2pm to 9pm is a bit much, or had tracking so you could see if your order 19 out of 25 or whatever. The driver phoned up just after 8pm and sorry due to traffic he would be with us just after 9, and true to his word they turned up at 9:05. They happily removed the old one, and didn't have any problem with going up a flight of stairs. He was also very helpful explaining how to remove the packing bolts.”

Helpful Report

Posted 10 years ago

“Shame on John Lewis! It is a complete disgrace! Last year they lost my new computer and therefore I lost all my personal photos and data and I got a very little refund and now, I bought a new washing machine to be delivered and installed in my flat, I waited 7 hours and 5 minutes before the end of the 7 hours the delivery company called to say it was too late! I also took a day off to wait for nothing! It is a very very poor service!”

Helpful Report

Posted 10 years ago

“Ordered a fridge freezer from John Lewis Online and had to wait 6 weeks for delivery. At time of purchase there was an offer for free uplift of old fridge freezer, but when new fridge was delivered the delivery guys refused to take old one away. Contacted John Lewis to see what had gone wrong and to rearrange uplift of old fridge freezer, only to be told I live too far away for them to arrange uplift of old fridge.....I will never shop with John Lewis again”

Helpful Report

Posted 10 years ago

John Lewis is rated 2.7 based on 2,453 reviews