John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,450 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,450 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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“Excellent service, price and communications. Particularly like the standard 2 year guarantee on my new appliance.”

Helpful Report

Posted 6 years ago

“In 2016 I decided that we needed a good quality carpet for my lounge and dining room so what better combination than John Lewis and an Axminster carpet? I chose an Axminster Jacob twist at a cost of £2500 from the Basingstoke branch of John Lewis. There was some delay in the fitting of the carpet but I was prepared to wait knowing that this was a once in a lifetime purchase. At least that's what I thought at the time. By the end of 2018 the said carpet was beginning to show signs of wear especially at the front of our settees and there was discernible fading from the area covered by rugs. How could such a supposedly high quality carpet degenerate in such a short space of time? Through the Basingstoke and Reading branches of John Lewis it was finally agreed that a representative from Axminster would visit my home. The said representative agreed that there was fading and wear and tear but, as there was no evidence of a manufacturing defect, nothing could be done. It seems that John Lewis is working in league with a manufacturer supplying sub-standard merchandise but do not care a fig about their reputation. This company boasts about after-sales customer service but this is nothing more than a facade. Don't be fooled by all the promises made by John Lewis who now appear to be a shadow of their former self. I shall certainly never buy another Axminster carpet and will not be setting foot again inside any of John Lewis stores or visiting any of their on-line sites.”

Helpful Report

Posted 6 years ago

“JL are ‘throwing out the baby with the bath water’. One of their key USP used to be their excellent customer service, a great comfort when things go wrong as they can. However, that has all gone mainly due to outsourcing and centralising, I think. I ordered flooring from them and had problems from placing order, trying to pay, to delivery and installation. After 8 months, still no resolution. I will be taking up with independent body as MD and Chair do not respond either.”

Helpful Report

Posted 6 years ago

“I visited the John Lewis store in Cheadle, Stockport, today to buy a good camera, and was ably assisted by an exceptionally helpful and friendly sales assistant named Ross. He was very patient and understanding of my lack of photographic knowledge, and was able to explain to me how the camera functioned and gave me advice on how to operate it to best effect. This young man is a credit to the John Lewis sales team, and showed himself to be very respectful throughout my visit there to buy a quality camera, I eventually chose the Nikon P900 Coolpix after learning of its many qualities. Thank you Happy customer”

Helpful Report

Posted 6 years ago

“Hermes sent an email on 22 February to deliver the parcel at Flat 6. Called customer services and was told by Ella Stevenson that changes has been corrected to Flat 56 and should be delivered the following day. On 23rd, I received another email from Hermes for redelivery to Flat 6. I immediately called customer service and was reassured by Josh that everything is alright on the system and not to worry about the email hermes sent. In the evening, nothing arrived. Called up customer service again and spoken to Sadie. She said there is nothing she can do as delivery team was closed already. I was advised to call in the morning. On the 24th, i was informed by Sue that delivery team does not open on Sundays. I asked to have the order cancelled but she said she can’t do it rather left an email to delivery team as a matter of urgency for Monday. Today morning, 25th, spoken with Savannah but she said it looks fine on the system and that I should wait again. I asked for a specific time but she said she’ll chase up delivery team. Called for the second time, spoken with Coner and I was asked to wait for a call from Heather in 20 minutes. After an hour, I didn’t hear from Heather. I called again and spoken with Beth. She said the same things as what everyone else did. Much to my frustration I asked for her to chase the delivery team properly. When Beth said she couldn’t do anything as the driver was apparently not picking up their call, I insisted for her to come up with a different resolution. She responded with a raises tone of voice and telling me it is still within 5 day delivery period . I answered back that it wouldn’t have been a problem if I had not received emails of delivery attempts which made me cancel 2 consecutive work schedules in order to be in when the parcel comes. Beth was so rude to tell me that “I shouldn’t have ordered online”. At this point, I could not believe what I was hearing from a ‘customer care’ representative. I asked to be put through to a senior member of staff. I was put on hold for a lond time. Beth told me the manager cannot do anything and if I still want to speak to her. I said Yes. Spoken with manager Imogen and reassured me that the parcel should come between 3-7pm. But at this time of writing , no parcel has arrived. Not even a card left on my mailbox. No single phonecall received despite leaving my number with your staffs. Cancelled work for the third time. It is with great disappointment that such reputable company as John Lewis have the worst customer service ever. The communication is highly unreliable to the point of making the customer feel being lied at and blamed of the incompetence of the staffs.”

Helpful Report

Posted 6 years ago

“Ordered a bedroom carpet in January. Estimator came the following week to measure up. Told in store it would be fitted in 4 weeks. After accepting estimate heard nothing for weeks until they called to ask for payment and couldn't confirm when it would be fitted. No word for more than a week, then a call to suggest a date which was completely inconvenient and no alternative for another week. Complained three times and heard nothing - no acknowledgement, nothing. Used Jl as though customer service would be good - how wrong could I be? Have removed existing carpet in anticipation and been camping out for 4 weeks. What was supposed to take 4 weeks took 8 and no communication to update customers. Won't be ordering anything form them again!”

Helpful Report

Posted 6 years ago

“I recently visited the baby department in John Lewis - White City and was so pleased with the customer service I received. As soon as I walked on to the floor, I was immediately greeted by two very friendly ladies - one named Nicola. She gave me some really valuable advice when looking at buggies. I found all the information she gave so helpful. She was so friendly and demonstrated how to use the buggies I was interested in. She was so lovely and I feel that I will definitely come back to this branch to buy my buggy! Such a great experience - Thank you Nicola!”

Helpful Report

Posted 6 years ago

“Ordered a cooker on sale.. Waited 4 weeks heard nothing in this time. Rung up they had cancelled the order without telling us. Rung customer service all they did is say sorry but it was advertised wrong... How is that our fault.. Absolutely disgusting customer service”

Helpful Report

Posted 6 years ago

“I sadly bought a St Ives bed frame @ £675 which has sprung slats. After a few months both me and my wife found that it had been making us roll onto the middle of the bed. I rang the after care help line who arranged an engineer to come out and check the bed. All he was really interested in was if the bed was built correctly. Which is was. Talking to the engineer he confirmed it had been built correctly and could see that the sprung slats could roll you into the centre of the bed. JL after care phoned me a few days later to confirm the engineer had confirmed the bed had been built as per the manufactures specification and therefore the case was close. I rang a number of times stating I wasn’t happy with this as it may be built as per spec but we still rolled into the center of the bed giving a poor nights slept. They wouldn’t let me speak to a manger as they are trained to close the case and they are the last point of complaining and if I wanted to make a further complaint it would only come back to them to review. I did managed to speak to a manger in the end but it was hard work and took a number of weeks. I have been loyal customer for over 30 years but i won’t be spending another penny online or I store. I really hope the customer service team DONT reads this and reply “We are sorry to hear you are unhappy BUT...........””

Helpful Report

Posted 6 years ago

“A great company with a fantastic ethos something we should support as customers. No quibble returns policy.”

Helpful Report

Posted 6 years ago

“Every time I go into the Aberdeen store just now the item I want to view is either not being sold in the Aberdeen store at all or it's not in stock so I'd need to order online. Honestly I'm sick of being told that it's all the consumer's fault that the high street is shutting down - I'm trying to go back to the high street and so far it's not working out too well, to be told the things I have by John Lewis I be aswell shop at Amazon! The whole point in shopping on the high street is so that you can view before you purchase and not need to return and refund things purchased online. You should be offering every city your full selection.”

Helpful Report

Posted 6 years ago

“Fantastic free delivery service. The two men couldn’t have been more helpful. Carried my tumble drier down my external and internal steps. Highly recommend.”

Helpful Report

Posted 6 years ago

“Ordered online for collection at my local waitrose branch. Prompt delivery and good communication”

Helpful Report

Posted 6 years ago

“Absolute rubbish. Delivery confirmed for a 2 hour period. Took time off work to be there. After the period I had received no call so tried to find out what had happened. The delivery truck had been delayed but did not notify me. After continually chasing them and not responding as promised a new delivery could not be for 3 days when I was not available. After much trouble I have a new but inconvenient date (maybe?). Good product but useless service I will use Amazon next time”

Helpful Report

Posted 6 years ago

“Ordering small items is so simple. Next day delivery available and kept updated by courier. Brilliant service - just what you want.”

Helpful Report

Posted 6 years ago

“Always satisfied with service from John Lewis when I shop online”

Helpful Report

Posted 6 years ago

“Ordered a washing machine online but I ordered the wrong size. Several days before delivery I realised this and cancelled. JL gave me back the money for the machine but refused to refund what I paid for the installation and collection of the old machine, which they didnt even carry out!”

Helpful Report

Posted 6 years ago

“Ordered a carpet from John Lewis before Christmas. Carpet fitters arrived today with the carpet, only to find multiple stains and line defects in the carpet. When contacting John Lewis I was made to hold on the phone over 1 hour to even speak to an advisor. When I eventually managed to get the contacted the advisor was least helpful. When the advisor was told of the defected carpet, their response was "We will fit and clean it" - This is not what I expect when buying a brand new carpet. They did not care that I was made to take a day off work for fitting, losing a days money and I will also need to a further day off work for a new carpet to arrive. I would not recommend John Lewis for any purchases. I have purchased carpet for other rooms in my house with Tapi Carpets and the service has been second to none. Check them out if you are thinking to purchase from John Lewis, they usually even beat prices quoted by John Lewis. Avoid John Lewis”

Helpful Report

Posted 6 years ago

“Great customer services and care even down to delivery men who installed my washing machine.Always updated on delivery slot no mess at all. Well doneDonna Lee .”

Helpful Report

Posted 6 years ago

“Gift cards, These carry expiry dates if mislaid and will not be honored after then. I Contacted customer services, the reply reads "When a Gift Card expires, it is mainly to prevent the liability should the Gift Card be lost or irredeemable. While not all retailers do abide by this reasoning, we do, and while this is part of our Terms & Conditions, we must abide by this in order to maintain equal practices and to reduce losses incurred by these unused Gift Cards". A policy to make John Lewis' life easy and to effectively seize any money without providing a service/ goods to the consumer, acknowledging other businesses do not adopt this unfair approach at the same time. As for reducing losses? what losses? you banked £100 of our friends money in exchange for a voucher and provided nothing, that is hardly a loss to you.”

Helpful Report

Posted 6 years ago

John Lewis is rated 2.7 based on 2,450 reviews