John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,437 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,437 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Rubbish customer service! Left me in tears and out of pocket! Rude and abusive delivery driver covered in tattoos and acted like a thug. Disconnected my water supply, yanked out my appliances , moved my furniture to then be told he couldn't fit my new washing machine. Refused to remove the old appliance , refused to wait for me to ring head office, shouted at me he had 21 deliveries that day. Was threatening and abusive when I took photos of him in the lorry- then slammed the door open on my arm as he drove off. Nothing but A THUG and Bully !!! Bunch of cowboys. DO NOT USE !!!!”

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Posted 6 years ago

“After 5 days, I have not had a reply to a price match enquiry. I have also had four different answers to a question I have asked about an offer.”

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Posted 6 years ago

“Rubbish customer service. Rude and arrogant staff got too much snobbery. Really disappointed with the staff at Swindon John Lewis was not expecting this kind of attitude from them. Better buy online so you don’t have to deal with idiots like them. Avoid at all cost.”

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Posted 6 years ago

“One star as I cannot give 0. JL selling laundry machines but drop-shipped from the manufacturer so what does JL do other than take a profit from my up-front payment. JL cannot even guarantee delivery dates so my full payment sat with them for a few weeks until I cancelled the order and went to AO instead who delivered the next day. JL is fast becoming a JOKE. I will not use them again.”

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Posted 6 years ago

“Very poor customer service. New dishwasher purchased. Problems from day one. Did not give satisfactory performance. Engineer visited from Siemens and said there was no fault with the dishwasher. Items are dirty, smeared and not drying. Reported within 30 days of purchase. Expected a refund or change of dishwasher. John Lewis extremely unhelpful. Ongoing problem.”

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Posted 6 years ago

“Poor customer service From Cardiff jewellery sales staff And from customer service advisor on 11/10/18 At 17.30 hrs”

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Posted 6 years ago

“Customer Service at John Lewis is non existent....................do not reply to emails.”

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Posted 6 years ago

“Customer Service at John Lewis is nDo not order carpets/carpet fitting from John Lewis. They have totally lost the plot with the service they provideon existent....................do not reply to emails.FW: John Lewis Contact - CASE-09773422/John Lewis Contact -CASE-09502791”

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Posted 6 years ago

“2 issues. 1. Supply of Neff dishwasher that failed to work after less than 2 months due to a faulty valve that the engineer agreed must have been defective at manufacture , having to discuss repair directly with the manufacturer when John Lewis is the seller. John Lewis failing to take ownership of the problem blaming the OEM for not agreeing to uplift the faulty product, having to keep speaking to different technical support members and explain the situation repeatedly. 2. Related to the above issue, John Lewis Technical Support then contacted another customer with the same surname by mobile phone and email in error without consent. Breach of the Data Protection Act and has still not sent an apology to me or the other customer whose details were used in error, in writing.”

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Posted 6 years ago

“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.”

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Posted 6 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.”

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Posted 6 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.”

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Posted 6 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 6 years ago

“Very poor customer service when it comes to delivery”

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Posted 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

John Lewis is rated 2.7 based on 2,437 reviews