John Lewis Reviews

Name: John Lewis
Rating: 2.68

2.7 Rating 2,393 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,393 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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"I purchased Apple Watch SE with a value of \u00a3259 from the John Lewis website on the 27th of June. I had an email from Royal Mail on the 29th of June telling me that the watch would be delivered between 09 30 and 1330 on the 30th of June. I was at home the whole day but nothing arrived. Then at 1713 on the 30th of June, I received an email from Royal mail with the tracking number showing the item delivered. But I knew it had not been delivered, so I went onto the Royal mail website and entering the tracking number, I found the photograph I've attached below. It was clear from that moment that the Royal mail delivery driver had decided to pocket the watch and enter a deliberately ambiguous photograph as so-called proof of delivery. I immediately reported it to John Lewis and I sent them a copy of that tracking photograph. They responded to me and asked me is that your house? This was a particularly stupid question as you can see from the photograph. I confirmed it was not my house and I haven't received the item. A couple of days later, when I was starting to dispute the charge with my credit card company, I noted that the proof of delivery photograph had been changed to a completely different photo. How Royal Mail allows its so-called proof of delivery tracking system to be manipulated and altered like this is beyond me, but that's a different matter.\r\n\r\nJohn Lewis said they would investigate with Royal mail, but despite three emails to them, I have not received a resolution, or the watch which was intended as a 75th birthday present for my mother-in-law, whose birthday has since passed.\r\n\r\nOf course, I raised this as a dispute with my credit card company American Express. I found out today from AMEX that when they enquired of John Lewis about the delivery of the Watch that the documentation they provided to Amex, they deliberately withheld the photograph that I have attached to this review only entering the altered 'proof of delivery', even though they had the first one in their possession. It turns out that John Lewis are as dishonest as the Royal Mail driver who took the watch in the first place. I usually buy items on amazon.com that require a signature or one-time passcode for valuable items. I deeply regret using John Lewis and I will never buy anything in one of the stores or on their website again. You just can't trust them. Tomorrow I will go to the Apple Store and buy another watch, but at the moment I am out of pocket by \u00a3259 and it doesn't look like I will get my money back."

John Lewis 1 star review on 9th July 2023

Anonymous

Anonymous // 01/01/2019

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

“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.”