Name: John Lewis
Rating: 2.65

“I recently ordered some custom made fittings from John Lewis. It was beyond a terrible experience: I had a receipt and they denied payment received, for two months they couldn’t find my order, I tried three times to cancel my order and asked for a refund ... but they couldn’t find my order to cancel it. Numerous emails to John Lewis and phone calls ignored and not replied to. I spent a lot of money and will not be using John Lewis again. Definitely not living up to the image they try to put out.”

Helpful Report

Posted 7 years ago

“Please all you people out there before you sign up to the John Lewis home insurance do a compare the market search . They have just put our home insurance up by £50 this year never had a c,aim and have been with them for years, there reasoning because we only have one bathroom . They now want £377 pounds they are the most exspensive out of nearly all the other companies for identical products with 5 star ratings . There saying if bearkey never knowingly beaten as fallen way short of there saying this time . Customer loyalty means nothing to them so why should we all stay with them . They deserve to go the same way as house of Fraser . RIP off company will not be using them again.”

Helpful Report

Posted 7 years ago

“Quite an unbelievably bad service all round. Shocking broadband connection. Appalling and aggressive customer service. Incompetent resolutions team. Still sending threatening debt recovery letters (latest one for £3) despite having had the case ‘closed’. Our household, family and friends will never shop with John Lewis again because of this.”

Helpful Report

Posted 7 years ago

“Dreadful service for made-to-measure curtains. I paid £800 for a pair of bedroom curtains 5 months ago and still have no curtains. Whenever I ring the soft furnishing department I am on hold for over 20 minutes. General customer services for John Lewis tell me they cannot help as I have to go through the store - who do not answer their phone. Frustrating. I am struggling to get my money back despite still having no curtains! Do not use.”

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Posted 7 years ago

“Very poor customer service when it comes to delivery”

Helpful Report

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?”

Helpful Report

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’”

Helpful Report

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

Helpful Report

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 ☹️”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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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