Name: John Lewis
Rating: 2.65

“Very poor customer service when it comes to delivery”

Posted 7 years ago

“Poor customer service :( I ordered an iPhone to to pick up next day from my Local Waitrose store Saturday no phone. Then was promised Sunday delivery but that did not happen. Monday I called and was offered free next day delivery to my office, Tuesday still no phone. I called in the evening and was given an apology and was told would be delivered Wednesday. Guess what it was not but was advised delivery will be tomorrow (Thursday). Still waiting ......”

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Posted 7 years ago

“Phoned to check stock at Chichester before driving from Guildford to find your systems were wrong and products were not available. Complete waste of two hours”

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Posted 7 years ago

“We ordered a John Lewis washing machine to replace an integrated Bosch washer-dryer paying extra for installation and removal. Two men came on the 7th September. They mostly installed it but failed to fix the door back on. The door was on the wrong way around with holes where they needed to put hinges. They told me to get wood resin from B&Q fill the holes wait 48 hours and phone John Lewis installation again to finish the job which would only take 15 minutes. We were also told that this was a common problem. I managed to get the wood filler and fill the holes. I phoned and a new 'delivery' was agreed. I had to wait in for this. They did not arrive. I missed a call from a john lewis number. I phoned and was asked what I wanted as it was a general customer service line. I was late for work by this time, missing a meeting. It took a long time to find that they had gone to the wrong address. An old address where we had lived in the past. I was given another number to phone. Many explanations later a new delivery has been arranged. If this is a common problem why do the installers not have wood resin? Or warn you that installation may not happen on the day but require two visits? Why do they not arrange the follow up visit themselves but get the customer to waste so much time? Why not have some awareness of this issue in the customer service system such that endless explanations are not required at each stage with misunderstandings easily creeping in. And why, having delivered a machine to the correct address, would the completion of the partial installation of that machine be sent to a different address?”

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Posted 7 years ago

“Ordered 7 x made to measure curtains from John Lewis Kingston branch. Took 12 weeks of back and forth and getting thrown pillar to pillar to finally get the curtains. But - They are ALL too narrow (by 2cm-5cm), allowing a lot of light in. - Some curtains are too long by 3cm-6cm and it folds at the bottom and damaging the windowsills. - Some curtains are not even cut straight. For the past 2 months, I have tried every possible route to get these either refunded or modified or at least get some sort of a reaction from John Lewis. All to no success. John Lewis just don't give a flying concern. I have put up with a hell of a lot the past 5 months to get some curtains and all I’ve heard is “we are restructuring”. I have been thrown pillar to pillar with every department sloppy shouldering responsibility. John Lewis trying to save money is the worst excuse I’ve heard yet for a major delay, poor quality workmanship and enquiries being delayed. Avoid them!”

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Posted 7 years ago

“What has happened to JL? After they sent me someone else’s parcel, (that sat on my doorstep for two weeks while I was away) then started to send all my correspondence to the person that should have had the parcel. It took me nearly six months to sort and I was told all was ok and there hadn’t been a data protection issue! During this time I missed several rewards that I was unaware existed due to not having received any correspondence. Once finally sorted I asked for my rewards I missed, through no fault of my own, to be reinstated on my account but was told this couldn’t be done. I pointed out the issues caused by JL and once again asked if, out of a gesture of goodwill, I could have the missing rewards; again I was told no, this couldn’t be done. I feel that the amount of money I have spent over the 40 years of being a loyal customer a £5 off £50 and a couple of coffee and cakes vouchers would not have been an issue for them, but obviously it was. To me this is now a point of principal and John Lewis will now no longer be my first shop of choice and I will let others know why! I would just say ‘keep an eye on your account as somebody else maybe too’”

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Posted 7 years ago

“Website not allowing completion of purchases for a week now, error message below pops up. Called customer services, they don’t want to know (‘we have no website/IT maintenance department to report to unless it is related to GDPR from May this year’). Wow. Have since purchased elsewhere. After reading the reviews below it looks like John Lewis are on a slippery slope.”

John Lewis 1 star review on 10th September 2018

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Posted 7 years ago

“After a mis- selling claim that John Lewis reject. They have now amended their product description removing the words that proved my claim. This confirms my claim is valid.”

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Posted 7 years ago

“After purchasing a Smart TV on line from John Lewis & paying an additional sum for installation we were told by the installation engineers that they were not sure how to set up the unit as "they keep changing them" ! After they reluctantly spent 15 minutes trying to set up the TV, they beat a hasty retreat & left with the infamous passing comment of "if it ain't working m8 go onto YouTube & tap on your model number" 😬 . Then after they had left I had to spend an hour of my time doing what I paid for. Appalling show from John Lewis all round ☹️”

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Posted 7 years ago

“I have been a JL customer for many years, and buy all my home wares, electrical items and clothing from them. I visited their Norwich store to buy a TV on the 18th August ( I required a specific size and one with a freesat - not freeview) box, the one we wanted was out of stock but due back in stock that weekend - so we tried to place an order and were told we could not order it but place a 'customer requirement' for it - which we did. It was slightly confusing as it had no date on it - and we were told we would be contacted when it was back in stock - but the salesman said they were due back in stock the next day according to their system. I phoned a week later to be told they were not in stock - but would be 'any day' I phoned another week later to be told there was no due date for them to be back on stock. I now have to go elsewhere and will probably do that for all future purchases, looking back I think I spend approx £1500 - £2000 per year with JL - money which I shall now take elsewhere and get better service.”

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Posted 7 years ago

“I bought TV last week on johnlewis.com with delivery expected 3 September between 7AM and 2PM. Everything seemed normal, the day before I receive text message saying delivery will be between 12PM and 2PM. I left office and come back home to wait for the delivery and nothing happen. Not even a late call or any email about something wrong that could have delay the delivery. Today 4 september and still no information about my TV and the delivery service don't reply to my call. I can just see on the website that package arrived to depot. My first and last time I buy something from them.”

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Posted 7 years ago

“Paid and ordered expensive curtains only received 2 out of 3 in a month. Told us it's a 7 day service. Both curtains are damaged and don't fit, even though they were made to measure. Contacted them over the last 3 weeks with no response except someone will get back to you. We also e-mailed sent photos no response.”

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Posted 7 years ago

“I placed an on the 27th August for next day delivery before 10:30am. Today, 30th August still waiting to get my delivery. Went on chat to the customer service team to be told they would ring back with info about my order. I still have had no communication about my order!!! Not even an email. I’ve had no cancellation notification no refund. I won’t be using there services again in any form.”

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Posted 7 years ago

“I placed an on the 27th August for next day delivery before 10:30am. Today, 30th August still waiting to get my delivery. Went on chat to the customer service team to be told they would ring back with info about my order. I still have had no communication about my order!!! Not even an email. I’ve had no cancellation notification no refund. I won’t be using there services again in any form.”

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Posted 7 years ago

“Appalling service throughout and a terrible customer experience. Firstly, I'd just like to say that, like many people, I held John lewis in high regard for many years. That was until my recent purchase for my business of a Dell Inspiron 13 5000 Series Convertible Laptop. I now feel the opposite and have no faith in their customer service at all. I actually now think they have a disdain for their customers and are confident they'll keep coming no matter what. Well I won't now and this is why. I have 2 main complaints. One relates to my in store service, the other relates to my treatment by technical support. Complaint 1) - In March I purchased the laptop. In June I was in a business meeting displaying our portfolio of videos to a client. (The laptop in question is designed to rotate 360 degrees into a tablet. However, I must have used that function two or three times in less than 4 months, preferring to use the standard laptop functionality. In that time it received the best care, being kept in the office the majority of time and when it left the office it was transported in a high quality case). As I closed the laptop, to my surprise it closed on an angle. I thought that's strange for a laptop that has been well looked after. For a laptop that should rotate 360 degrees I was shocked at how flimsy the hinges must be to malfunction in that way. It made me think that the laptop was not fit for purpose and John Lewis would fix it under warranty or replace it as there was clearly a fault. I phoned the number on my guarantee. This was the only point I received good customer service from John Lewis. The call centre advised me to attend my local store at the Trafford Centre where the Technical Support department would handle my problem. On arrival at John Lewis, I was met by a customer service representative called Jackie. I told her about the problem and her immediate response was to tell me that I must deal with Dell directly and Dell were not known to be accommodating when it came to damage. I was taken aback by her response, one because of her tone and two because it felt like John Lewis were already washing their hands with me, despite me buying the laptop off them in the first place because of their customer service reputation. I told her that I had been told by her own colleagues at the support number to come down there and speak to somebody in technical support. At this point she began to backtrack and at least started to take down some details. During the conversation she asked if I had any important files on the laptop and I said I had but I was going to buy a USB drive from the store and, if it was ok, I would transfer the data in the store as it was a weekday evening when there was no one there with many chairs for me to sit on whilst I did so. To this she replied that she would prefer that I did the transfer outside of the store as I may be taking up a seat of a potential customer. I was very angry with this as there was literally no one around and I had to leave the store. Thanks John Lewis! Love you too! I reluctantly left the store, still buying a USB drive on the way (as it was the only option) and went into the Starbucks outside where I had to purchase a coffee just to do so. On my return Jackie had conveniently vanished. I complained to the other manager there who repeated that it is company policy but she should have shown some discretion. However, she didn't and I felt pretty worthless to them as a result. At that point I decided not to hand them my laptop as she gave me no confidence that they would deal with the situation properly. I decided to go home and make a complaint online. I received a response fairly promptly saying that it most certainly wasn't John Lewis policy (apparently) and that they were very sorry. Could I bring my laptop back in at a time when Jackie was not working. I thought fair enough, they've dealt with it, so I was willing to look beyond the incident if my laptop repair was dealt with properly. It most certainly wasn't and herein lies complaint number 2! Complaint 2) As mentioned previously the laptop is supposed to rotate 360 degrees to form a tablet. I therefore believe it should have durable hinges. Never was the laptop mishandled and it spent most of the little time I had it sat on my desk in the office. It was always handled with care and transported in a high quality laptop case. Having returned to the store with the damaged laptop they took some details and sent the laptop off to Dell. I didn't hear anything for a few weeks but they tried to contact me when I was on holiday. On my return I received an email saying that the laptop damage was not under warranty and that I was liable for a repair bill of £368 - this was well over half the price of the original amount I paid! I was disgusted by the insinuation that I had damaged it and that it was not a defect and the ridiculous repair bill only served to rub salt in the wounds. They sent photos which didn't prove anything other than that the hinges were broken which I already knew full well. I am not disputing that there is damage to the hinge, that is why I brought it to John Lewis for repair. As explained before the hinge broke whilst I was utilising the laptops hybrid function from a tablet to closure. I was not applying excessive pressure and I was carrying out normal functionality. The reason I brought it to them is that a laptop should not break so soon after purchase whilst being used in the way in which it was intended. There must be a fault with the design or the manufacturing for a laptop to break whilst being used as intended. If Dell had evidence that the laptop was being used in any other way or that excessive force was used I would be interested to see it but so far none has been put forward. However, John Lewis's attitude is to not question their suppliers nor find a resolution. I didn't buy the laptop off Dell, I bought it off John Lewis and there was no aftercare whatsoever. Consumers have no protection whatsoever in this situation. I am now left with a damaged laptop that I don't believe is fit for purpose and the prospect of spending £368 repairing something of such poor build quality is unappealing in the extreme. My advice to anyone buying a laptop off John Lewis is don't - they endorse poor quality products and offer you no protection when they go wrong.”

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Posted 7 years ago

“Never, Never again would I buy anything from John Lewis, missed delivery days, lost items, a customer service that don't give a dame. Unfortunately John Lewis that's what happens when you subcontract all these services out to the cheapest bidder.”

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Posted 7 years ago

“I can’t begin to say how disappointed and angry I am with the appalling service I have had or rather not had from this company, and looking at the other reviews it would appear that I am not the only one by any means. Over the years we have bought many things from John Lewis, freezers, TVs, iPads and our daughter and our son both had their Wedding present lists there.In October of last year we decided to change our TV having had the previous one for many years. We purchased a Sony smart TV which cost us £1,250. We also paid extra to have it all set up. It was delivered and installed but I have to say the men were in a great hurry to leave ASAP and we received the briefest of instructions. From day one there was a problem. At first we thought it was our internet connection but we had our provider out to check everything and upgrade the broadband but there was still a problem with the internet side of the TV. I’ve lost count of the number of phone calls made to customer services. We had an engineer out to look at it, then a few weeks later it was taken away for repair ( we weren’t provided with a replacement) Apparently it only has three parts to it and two were replaced. It was eventually brought back after about a week or more, I really can’t remember. Did it work? No, still the same problem. More phone calls, hours wasted, also emails. Now they, John Lewis, have referred us to the manufacturer but not much joy there either so far. Two weeks ago JL said they would post us the details showing proof of purchase but we haven’t received anything. Someone else said they would email us the proof of purchase, that was 10 days ago and we have received nothing. John Lewis used to be a top company but very sadly they are rapidly going down the drain. We certainly won’t be purchasing anything more from John Lewis and I would advise anyone else to think carefully before they do.”

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Posted 7 years ago

“Such bad customer service, completely messed up my order. John Lewis you have lost your way in the ever changing retail industry”

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Posted 7 years ago

“Great when they take your money in the shops and on-line, but the moment you have a problem, they simply don’t care. Bought a brand new Miele Fridge Freezer for £770.00, paid extra for next day delivery, took a half day’s unpaid leave to wait for the delivery, the unit arrived, was told not to switch it on for 6 hours so was not able to check the unit was OK before the delivery driver left. The unit simply did not work from day one, the digital just went blank and it never cooled either the fridge or freezer. Reported the fault the next morning and was told by their technical services department that they would not be able to help until I gave them the serial number. Explained I was at work and they said without that they could do nothing to help, asked to speak to the manager and it was the same story. I left work finally found the serial number (not on the door, or on the back wall of the freezer section but on the wall of the fridge underneath the cold draw)- how would they have expected an elderly person to jump through all these hoops I don’t know! They told me that I would have to wait another 6 days before they could deliver a replacement and pick up the faulty unit - I explained that to expect me to wait another 6 days for an essential item such as a Fridge Freezer was unacceptable and they basically said tough thats all they could do or I could cancel the order. I cancelled the order, was told I would have to wait 5 to 7 days after they had collected the faulty unit to get my money back - strange as they took it out within hours of me buying the fridge freezer! This means I would have to wait nearly 2 weeks to get money back in my account, crazy! Incidentally , I called John Lewis Ipswich and surprise surprise, if I bought a new one that could be done on next day delivery! I subsequently bought a replacement from another high street retailer, not only were they cheaper but gave me a one hour delivery slot the night before and were able to deliver on within 3 days Lesson learnt, John Lewis are inflexible when it comes to helping their customers and have a very poor attitude to helping customers after sales. I would usually spend around £2500 each year with them, however going forwards I will never shop with them again or recommend them to anyone. Customer service is all about going outside of normal terms of business to resolve problems, its what the retailer does when there is a problem that defines how good they are.”

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Posted 7 years ago

“Customer service is very poor, brand new fridge freezer not working from day one, 6 days before they can replace”

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Posted 7 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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