John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,434 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,434 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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Anonymous

Anonymous // 01/01/2019

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“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 9 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 9 years ago

“Don't believe the hype that these guys are excellent. New fridge delivered. Dropped on my hall floor damaging my floor and fridge is damaged !!!! Not what you expect from a name like John Lewis. Avoid them and take your custom elsewhere. Called customer service as due to my dad paying for it I can't be the one to resolve the issues. Need whole floor replacing and a new fridge. Worst service ever.”

Helpful Report

Posted 9 years ago

“Order 60286386. Charged twice, according to the first guy they had charged twice, and I needed to contact my bank for a refund authority code. Waffle! According to an aggressive customer service lady they had only 'reserved' the second amount and my bank was wrong and they do it to loads of customers including her so I had nothing to complain about as the money would be returned in a few days. Completely disinterested that the credit card company spotted it as fraud or the problems that has caused in the use of the card or the fact I didn't authorise them to do it.”

Helpful Report

Posted 9 years ago

“Order Number 60176750 - Yet AGAIN, JLP fails to deliver my online order to my local branch of Waitrose as part of their "Click and Collect" service. With just 24 minutes to go before the expected delivery of 14:00 I get an email saying it will not be delivered as expected and "....it should be with (Waitrose) later today or tomorrow ....". This is a fairly common failure, so either they need to improve their delivery to store or change their advertised turn-around times. I'm far from impressed with their rubbish service :-(”

Helpful Report

Posted 9 years ago

“Wish Id found this site before making the mistake of ordering from John Lewis a wardrobe for my mother going into sheltered accommodation. They took the money straight away and after more than 2 weeks have no idea when it may be delivered. It has not been added to my John Lewis account history and after contacting them more than 5 times by email and telephone only to be told someone will call you back...(which has still not happened even once). The common element with the other viewers is that by John Lewis Collection I believed it was their product but in fact was one of our chosen suppliers.. They said it would be delivered within 5 weeks then this changed to contacted within 5 weeks!! Very different meaning. Have explained the situation of an elderly lady moving into sheltered accommodation and this being a real problem for her move but they really just do not give a damn and still just trot out same thing when I phone 'someone will call you' Am thoroughly disgusted with the lack of any good customer service and as a previously loyal John Lewis fan am totally over it.”

Helpful Report

Posted 10 years ago

“I ordered curtains from John Lewis on 7 April they were “made to measure in 7 days” service. It’s 6 May and after chasing John Lewis on and off for a few weeks finally managed to speak to customer service dept. Apparently their outsource curtain makers still have not received the material even though website said it was in stock. They cannot give me a date of when they could get the material in stock so I have had to cancel the order. A few years ago I ordered a washing machine from John Lewis and the delivery company left it outside in the snow even though when I placed the order in their Kingston branch they put a note in not to deliver during school pick up hours. I cannot believe that they can get away with such shoddy service.”

Helpful Report

Posted 10 years ago

“I've spent over £20,000 at John Lewis in the past 3 years and this is the second time I've received a late delivery despite some considerable effort spent in trying to ensure a timely delivery. I am a busy person and time is money. Needless to say, once again I received a call after 9pm this evening to inform me the delivery would be late. This was their last chance and I will not be shopping at John Lewis again. A terrible delivery service with unacceptable time frames which they then fail to keep. I have been a long term, loyal customer and see this as a sad end to an era. James”

Helpful Report

Posted 10 years ago

“very poor delivery service- I placed a large order 2 weeks ago - received a series of confusing responses to my request ( paid for) specific delivery arrangements- they managed to deliver part on the wrong day and then the subsequent shipment did not even leave the depot by the allocated and expected time of delivery.............. After 30 years as a loyal customer I am especially disappointed”

Helpful Report

Posted 10 years ago

“Terrible customer service and false information! I wanted to return a flash gun that I bought from John Lewis Oxford street. I did not have the receipt with me, but I had bought the flash gun two days earlier and did not expect to have difficulties. This was on Thursday 12/03/15. The assistant at John Lewis(Raj) was very aggressive and rude. He dismissed me by saying if there was no receipt there will be no refund or exchange. The main reason given was that there was no way to trace the product to the store without the receipt!. I complained to the manager at the time, who too gave me an extremely hard time. Even though I had been a customer at John Lewis for at least 15 years. I came in the following day, and there was a different person at the return counter who simply scanned the bar code of the product and all my details appeared. I am writing this review as I was provided misleading information and John Lewis put me through a lot of duress for no justifiable reason. I feel extremely let down from a brand that I considered could be trusted. I also consider that my rights as a customer were not respected by the employees at the time, who provided misleading information. This is simply not acceptable! and if you are subject to this kind of treatment please do not hesitate to contact the regulators.”

Helpful Report

Posted 10 years ago

“Still not received my order which was guarenteed on Thursday still not received and cant tell me when either this is happened before next day delivery=no delivery. Really need to sort their couriers out and promised deliverys and dont deliver”

Helpful Report

Posted 10 years ago

“Appalling service! I have used John Lewis for years specifically because their customer service was second to none - NEVER AGAIN ! Six days ago I tried to order a new washing machine and tumble dryer online but the purchase would not complete. A telephone number was given to ring, it was my bank, they said this happens all the time with J.L. I confirmed I was trying to make a purchase and was told it would all go through next time I tried.... It didn't, same problem so I went elsewhere and made the purchase online with BHS Direct , no problem and saveved nearly £150 in the process! Unfortunately John Lewis thought that they would complete the order any way and took £1,333 from my account! I phoned customer services and was told by the rep she could do nothing, she would pass it on and someone would get back in 48HOURS!!!! And I was to refuse delivery of the items, which I did that afternoon . Over 48 hour has past just phoned them up and the said , oh, we've been busy!!! They went away to confirm the order had been cancelled and phoned me back to tell me my money would be refunded in 5 working days!!!! Considering my order was never verified the have in effect FRAUDULENTLY stolen this money from my account and I am now racking up interest payments for the next week DREADFUL, FRAUDULENT COMPANY - avoid them like the plague!!!”

Helpful Report

Posted 10 years ago

“I have shopped in John Lewis for over 30 years but have to say their customer service is now virtually nonexistent and their loyalty scheme is not worth the time and effort. I recently was told my £300 purchase could not be assigned to my card as the cashier forgot to scan it at the beginning of the transaction and it cannot be done retrospectively. The gift cards ordered on line are dispatched by an agent who doesn't have and customer service policy and they take around a month to arrive. Poor poor poor John Lewis”

Helpful Report

Posted 10 years ago

“Ordered a Panasonic bread maker, very easy to order very efficient, kept informed of delivery and delivered quickly. Would definitely use again. Thank you!”

Helpful Report

Posted 10 years ago

“Don't use John Lewis 7 day curtain service . The process took MONTHS , the second lot of curtains still don't fit. The communication is appalling , no-one calls, emails , or is even available when visiting the store ( strange how the multitude of managers that seem to be forever stalking the store melt away when you need one). Staff are rude, poorly trained and even intimidating . ( Except one lady on the shop floor). The curtain fitter was excellent , but not employed by John Lewis. £3000 worth of curtains that don't fit!”

Helpful Report

Posted 10 years ago

“Curtain making service very poor”

Helpful Report

Posted 10 years ago

“John lewis please please take care who you employ.It is shocking to see how the once leading department store is being represented by so called partners who is behaving as though they have been dragged from the streets.Do not let the standards slip any further as it is better late than never.Please train your staff/partners in exemplary customer service beginning with the greeting! which is awful.Words cannot describe as some of their attitude is questionable.”

Helpful Report

Posted 10 years ago

“I ordered from Johnlewis.com The item was not delivered to the shop as promised (it was a birthday gift) Staff at the shop were no help whatsoever. Had no explanation as to why it hadnt arrived. I HAD TO CALL THEM the following day to be told no stock despite them taking my on line order I was told there was no stock. They couldnt resolve the problem, thought if they apologised all would be fine.....NO! I have no birthday gift, no time to get another one, have spent time on the phone and in the shop waiting while they look into the problem. Dont offer online shopping for items you clearly dont have. Call and let the person know, dont leave them high and dry. Dont take authorisation on a debit card blocking funds for something you clearly dont have. This is disgraceful. please DONT PUT YOUR FAITH IN JOHN LEWIS COMPANIES IF YOU NEED TO ORDER SOMETHING IMPORTANT!”

Helpful Report

Posted 10 years ago

“Probably the worst customer service experience I h ever experienced. Have spent a total of over two hours on dozens of phone calls a and still no resolution to a faulty doa dushwasher. Go to the coop or another retailer at all costs.”

Helpful Report

Posted 10 years ago

“John Lewis are going downhill fast, customer service is terrible and don't buy any electrical goods, as they will not fix it if it breaks down within warranty.”

Helpful Report

Posted 10 years ago

John Lewis is rated 2.7 based on 2,434 reviews