John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,445 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,445 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

“I am livid after receiving an email from John Lewis Returns accusing me of returning ‘dirty’ clothing to their returns department. One of the items in question wasn’t even removed from its packaging. The other was tried on for a matter of seconds and then returned neatly back into its packaging as I found it. They claim they are sending the items back to me. I have absolutely no way of proving that these items were returned in the same condition in which they arrived. I will honestly never shop with John Lewis after this. Beware when ordering online and returning, I now wish I had taken photos of the items before returning as I cannot prove otherwise now.”

Helpful Report

Posted 7 years ago

“I purchased a KitchenAid Mixer in the 2018 summer sales from John Lewis because i wanted to deal with a trusted and fair household name, the first mixer I received was substandard so I returned it and asked for a replacement - after receiving three substandard mixers I spoke to their Customer Service and their Head Office they both asked for an additional £200 for the same item because the sale was over or I could have a refund or I could choose one of four different colours none of them close to the Apple Candy I had ordered in the first place. They refused to honour their end of the deal to supply me with the Mixer I ordered in the first place. The person I spoke to in their Head Office was furious with me when I reminded him they were breaching our contract under the Consumer Rights Act 2015 under which I was entitled to be made whole. I am shocked and disappointed with the service I received from John Lewis and I will never purchase another item from them. I took the refund and purchased the mixer I wanted from eCookshop and I am extremely happy with the service I received from them.”

Helpful Report

Posted 7 years ago

“My experience with John Lewis was shockingly bad from a brand which historically was a byword for quality and good customer service (case ref. 09744226). I waited three months for bespoke curtains, the order was then botched and I cancelled it and am currently trying to get a full refund and compensation. I was given various different excuses for the delays and, frankly, lied to about the status of the order, and I only got any kind of update by phoning and emailing numerous times for several weeks. In total, I estimate that I have spent at least 24 hours taking time off work to be there for the measurer, waiting in for the fitter and on an endless series of frustrating calls, waiting on hold for 20 minutes each time and being shunted between the central hub and store. This was on top of a whole host of other problems such as ordering the fabric sample six times and never receiving it, the fitter being extremely late when I had taken time off work to meet him, and having to phone in to confirm appointments which I was then told were not on the system despite the fact that they then occurred. When John Lewis finally arrived to fit the curtains it transpired that the 'professional' measurer had failed to include the correct brackets or any curtain rings in the order. It beggars belief! I spent 35 minutes on hold to the store before I got through to someone and told them to find the parts and put them in a van to get them to me that day or to give me a full refund. You would think they would go out of their way at this point but no, I was called two days later by someone saying they were trying to contact the fitter to get the exact parts that needed ordering! Clearly, 'get me the parts today or cancel the order and refund me' was too difficult for John Lewis to understand. I have been refunded my deposit but not yet the payments I have made to date on the interest free credit scheme. It only happened when I found the CEO's email address online and copied her in my email to customer service. I now have to start all over again with only two months to go to Christmas when I have family staying in a curtainless room, and I want compensation. It is not right that John Lewis can absorb so much of its customers' time, waste holiday hours with appointments that lead to nothing, and cause a lot of stress, without providing something meaningful in compensation. Gift vouchers for a company that you NEVER want to shop in again are not worth anything!”

Helpful Report

Posted 7 years ago

“I ordered some kids jumpers to be picked up the next working day from Waitrose. I went to Pick them up quite a few times but Waitrose has no record of the items in the system. I called John Lewis many times to find out there has been a problem and the items have not been picked. I have paid for the items but they can’t refund me.. I’ve called many times to try and resolve this and every time they give me a later date at which someone might contact me. No one has ever got back to me. They have taken my money and are unable to provide the goods. If I took the good but didn’t pay the money I’m sure they would have something to say about it.. but the other way around seems to be fine for John Lewis and partners. So frustrating!!!!!”

Helpful Report

Posted 7 years ago

“I ordered gas hob last month via Johnlewis .com. After installed it to my kitchen with using my gas engineer, I realized, unfortunately, the gas hob was a faulty product (the safety device did not work, and could not keep a fire on). So I contacted the John Lewis customer service via Email, but never received any replies, and called to the customer service but the phone system was not working properly (end up my line was cut off at the final option several times), and I sent some emails to some different departments. Finally, I received a reply and spoke with one of the Technical support team. He advised because the hob was already installed I cannot simply return the item (that fair enough) and get a refund. To get a refund, the engineer of the manufacturer needs to visit and check the product. Some days later, the engineer checked and confirmed the product has a problem. After this confirmation, I need to send several email and phone calls, as John Lewis had not proceeded the returning process. So again after several emails and phone calls, finally the item was picked up and return to John Lewis. But I had not heard any confirmation receipt or instruction for the refund. And Finally yesterday, I have received the refund for the product, after sending many emails. As I understand, sometimes we get a faulty product as unlucky, but it must be compensated by the seller, with a smooth process, as the buyer get frustrating. I spent many hours to communicate with customers service and technical support department, but they are very poor responses. Very bad experience. And I checked the review on several website, and there are many people had similar experiences from John Lewis.”

Helpful Report

Posted 7 years ago

“Ordered a Nespresso coffee machine, the pods that came with it were 5 months out of date. I called customer services because I would have liked some pods that I felt comfortable to use. After being passed from department to department because it wasn't something that they dealt with I ended up with a very rude foreign lady that I had trouble to understand . I was told it was only coffee and to use it? Why does it have a best before date if it's only coffee. I won't be buying from them again.”

Helpful Report

Posted 7 years ago

“Sofa woes. Will not confirm whether they will honour my warranty after 8 weeks of ownership and rotationally state they want to refund me when all I want are sofas that are not faulty. Refuse to give me a copy of manufacturong condition report that they conducted which states that my sofas are faulty. Generally snooty and unwilling to help. John Lewis made all the pleasant and experienced staff redundant and employed rottweiler, unsympathetic and inexperienced staff whilst moving operational activity to call centres. (manage away centres). Unacceptable experience particularly would like to mention Angela for her commitment to being abrasive, unhelpful and patronising whilst always maintaining her air of arrogance mixed with terse and unfriendly language. A special mention should be made for Lynne Cumminsky for her continued effort in avoiding direct questions by answering her own question, for maintaining her air of aggressive authority and matter of fact attitude all mixed with uncompromising lack of service to customer's. A final mention to Paula Nickolds for driving the perfomance of JL into the ground and acheiving a trustpilot score of 1. When it comes to Customer Service you can just ignore your customers by setting up a department to manage away everything so you can stonewall them. Not to worry with current perfomance you could be in for a big payoff to disappear without a fight. So get your bank account ready while John Lewis continue to haemorrhage customer's at a rapid rate.”

Helpful Report

Posted 7 years ago

“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 !!!!”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

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

Helpful Report

Posted 7 years ago

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

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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.”

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.”

Helpful Report

Posted 7 years ago

John Lewis is rated 2.7 based on 2,445 reviews