Name: John Lewis
Rating: 2.66

“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 6 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 6 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 6 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 6 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 6 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 6 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.”

Helpful Report

Posted 6 years ago

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

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 years ago

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

Helpful Report

Posted 6 years ago

“Shockingly bad lost 2k thanks to disgraceful customer service and no returns. Have bought a Sony 65” tv that has not worked since we had it. John Lewis are full of excuses and have robbed us off. Nearly a year later it still doesn’t work. They refuse to replace disgusting attitude and non existent customer services. Escalated to complaint and 3m on - still no one calls us back!! We just want a working tv which is what we paid for. Avoid this company if you want a good warranty or refund or exchange as they won’t do any of this!”

Helpful Report

Posted 6 years ago

“never have anything delivered by John Lewis in Croydon- they will mess it up for sure. I bought a microwave which was to be delivered to the store for a pick up the next day. It didn't turn up for a week, which I had to chase up and eventually on the 8th day from order after a call to customer services it was delivered at home. I Also ordered a double oven which was to be delivered to at home on a specific day. I received a call at 2pm in the afternoon to say due to lost paper work the item is not being delivered. However the section manager came through for me a delivered it. Thank you.”

Helpful Report

Posted 6 years ago

“After shopping at John Lewis Oxford Street & Peter Jones for 40 years I am shocked at the deterioration in the standards of the sales staff and customer service generally, which used to be second to none. Your customers do not need gimmickry to encourage them into your stores all they need is good old fashioned, good customer service, experienced helpful sales staff that are intent on providing good service and who are knowledgeable about the products which they are selling, they most certainly do not need to attend acting school to connect with customers just well stocked stores with items that are available. Our recent experience when we visited your carpet dep., at Peter Jones last Sunday is an example. We were met with a dismissive, unhelpful, rude sales assistant, even though my husband and myself were the only customers in the dept., and so she was not exactly run off her feet, this is the second time that we have had the misfortune to have been served by her and all we were trying to do on Sunday was to give your company £6,000 to pay for the carpet which had been quoted for. Looking on this page I see that we `are not alone in recognising the deterioration of service in your stores and it is little wonder that customers are choosing to go elsewhere for better service generally. I have tried dozens of times to complain and try to give constructive criticism but that has not been taken seriously so may I suggest that you start to listen to your customers and save The Partnership going down the same route as House of Fraser.”

Helpful Report

Posted 6 years ago

“Shockingly poor customer service. There was a manufacturing fault with a bed base I purchased from Peter Jones. It has taken well over 13 phone calls, 2 emails and almost a month to get a replacement. The entire length of the bed had collapsed. I even had to contact the manufacturers myself to arrange the inspection as Customer Service had sent the wrong information. When the delivery didn't turn up at the arranged morning time slot I had to call again. I was rudely dealt with by a member of your customer care team who informed me that he was unable to track the delivery but I should get it by 9pm I was told that if I had a problem I should email. When I asked to speak to manager he absolutely refused to either transfer me or to get a manager to call me back. It took another 4 calls before I was able to track the delivery. Appallingly poor service.”

Helpful Report

Posted 6 years ago

“Went to Cribs Causway to John Lewis to purchase an electric floor polished only to be told by the sales person for that product,she didn't have time to talk to us as would.miss her Christmas dinner Cardiff John Lewis we purchase a wedding present .We asked to have it specially packed as it was going to Australia. They lost it and it took a very long time to find it again. Cardiff John Lewis tried to buy a very expensive range cooker in olive green only to be told they would only sell one in black or cream, even though the manufacturer made them in olive green and about six other colours They did however phone us to say that they were now prepared to sell us a green one but was £500 pounds dearer. This all hapend a while ago so I hope things have improved”

Helpful Report

Posted 6 years ago

“Dire company and dire service Received a voucher for poor service on my last order, had no choice but to use the voucher so I placed a new order! Item not in stock so waited several weeks - chased a few weeks later and was told it would be in stock soon and I would receive a call to arrange delivery! In the interim I went online and found new customers could order and take delivery within 48 hrs! Staff member thought this was a website error and said if I cancelled my order and it was an error I would go to the back of the queue again! I placed a new order and found I could get the item within 48 hrs! However if I left this in place i couldn’t use the JL voucher so I have to pay in full again! Madness! I asked to speak to a manager and was advised I would be called back...... no call so I escalated the complaint and was told I’d be likely contacted in 24 hours! Approx three days later I receive a text saying the order was going to be delivered a week later (no way to contact or change the day.) logged online and no record of any delivery scheduled - No way to contact them and if I used the order number on the text it related to nothing I had ordered) I emailed again and another day passed! I emailed again and another day passed! I emailed again finally today I received a curt email saying thanks we have fed back internally, your order is now on it’s way and thanks very much! I called them - I fed back this isn’t acceptable, I’ve had to book another day of work I’ve been given incorrect info in writing twice and verbally three times! Response: it seems sometimes we just can’t make our customers happy! I have to agree I’m not happy and if I cancel I still end up with a useless JL voucher! So there is nothing I can do, perhaps that’s part of their stance! I am sure I will get a trite response to this feedback but hey ho if they wanted to assist I’m sure they would have done so in the numerous contacts I made to them NEVER AGAIN,”

Helpful Report

Posted 6 years ago

“I visited my nearest John Lewis store and I purchased £3,000 of kitchen appliances for my new kitchen; the sales lady arranged for all the items to be delivered to the store, and she linked them together so that they would be delivered to my home address all in one go. But it went dreadfully wrong, and they only delivered the cooker induction hob, leaving the all the other appliances in their store, for me to arrange individual delivery. This almost ruined the installation of my new kitchen and caused a lot of stress and anxiety. I might as well have bought the appliances separately, on-line, from the cheapest suppliers. What is the point of visiting the John Lewis store when they add no extra value? I still have to buy fridge freezer and washing machine - I don't be going back to John Lewis!”

Helpful Report

Posted 6 years ago

“Utterly appalling service and customer support. Many years ago, John Lewis were known for their great service and customer support. Unfortunately this is now no longer the case, and they are hands down the worst high street retailer I have ever dealt with. To anyone thinking of ordering a made to measure product, or made to order product from John Lewis - do not do it. You have been warned. We ordered £4,000 of carpet and flooring over 2 months ago, with the promise that we'd have it fitted within 5 weeks of making the payment. It took a total of 3 entire hours on the phone and 7 days of calling everyday just to make the initial payment for our flooring after accepting the quote. Countless time on hold, unhelpful staff. Every single time we were told that somebody would call back guaranteed within 24 hours to take payment - but on all occasions, we received no call. It then because our problem to chase them, simply to pay for our order! After making payment, we were then told that everything looked good with the order and they would call back within 3 weeks to arrange a fitting date for our flooring. Surprise - nobody called. I then called them and they couldn't help me, and again I spent over an hour on the phone trying to progress the order. I called again a few days after to check progress, and was told that everything is progressing well, on order and that everything is looking to be in stock and ready for fitting very soon - and that I'd receive a call back very shortly to arrange a fitting date. The following week I received a call to say that actually they had forgotten to order the flooring altogether. So, 5 weeks after paying for the order, and being told multiple times that it is progressing well, I finally find out that the team at John Lewis hadn't in fact placed the order at all! I then received another call (and spent countless hours on the phone) being advised that another area of flooring was actually now not in stock either, and this is now expected to be fitted 3 months later than expected. At the same time as placing the flooring order (start of June), we unfortunately made the mistake of ordering a Sofa too. We were guaranteed that the fabric for this sofa was in stock and the lead time was 5 weeks from payment (early June). Of course, this still hasn't been made or delivered. After countless hours on the phone trying to progress this order over the past 8 weeks, we finally received a more positive call last week to say that everything is now in stock and that we'd receive a call specifically on the 13th August to arrange the delivery date for our sofa. We have a written guarantee of this, and due to the other mix-ups we insisted that John Lewis confirmed and guaranteed this to us in writing. They confirmed in writing that we'd be contacted on the 13th August to arrange the delivery of our sofa. One week after this promise, we have received a call to tell us that in fact the sofa / fabric is not in stock at all, and perhaps not even been ordered - directly contradicting their previous written guarantee. They now tell us that they 'expect' the sofa to be available for the end of September, with a delivery date sometime in October. Of course, we do not trust this. We have of course escalated these complaints to multiple seniors at John Lewis, but I wanted to share our experience here so that other potential customers are aware of how things are dealt with at John Lewis.”

Helpful Report

Posted 6 years ago

“Online order paid for, no communication, no delivery of Fridge Freezer on booked day. So far told fridge freezer was in stock on ordering, then in stock again when called initially chasing missed delivery but customer care unable to chase delivery people because a Saturday but said could rearrange delivery for next Saturday. Fridge Freezer now out of stock again on Monday (told could be in stock in 3 weeks) - why book delivery and take my money? I offered to use my now credit balance in local John Lewis store to buy an alternative and collect myself - Customer service advised not allowed and have to wait up to a week for my refund and then I can visit local store to buy fridge freezer! Very; very poor customer service - luckily paid by PalPal so should get refund by opening item not received dispute. John Lewis now appear to outsource their USP of customer care - won't be using again - I was a long standing customer. Another previously excellent retailer to avoid.”

Helpful Report

Posted 6 years ago

“Ordered a Zanussi Fridge and agreed delivery. Received all of the appropriate communication, including the night before scheduled delivery advising a 15:00 to 17:00 window. Great! Cleared space, arranged for removal of old fridge this intended to replace, and on the morning of delivery (at 08:28) received confirmation that delivery under way and re-confirming delivery window and advising that driver would contact 30 minutes prior to arrival..... By 16:45 had heard nothing until call came (OK I thought - better a bit later than forecast but at least a fridge) "sorry, but traffic has been heavy and running late and won't be able to deliver today". No alternative offered - left to me to try to sort out an alternative. For the record I sorted out in the most appropriate way and told them to keep their fridge! I work in a customer focused environment, and we would have shifted heaven and earth to ensure that even if late, we would have got the product to our customer, even if it meant sending out another van or a manager - but clearly not the John Lewis ethos! To have let it get as late as they did to make contact is both unprofessional and unforgivable.”

Helpful Report

Posted 6 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