John Lewis Reviews

Name: John Lewis
Rating: 2.66

2.7 Rating 2,441 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,441 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've always loved John Lewis, but this experience has shattered my faith in them. On July 4th, I bought what was sold as an "ex-display" washing machine from their appliance department. When it arrived on July 9th, it was clear this wasn’t just ex-display – it was damaged. The back panel was distorted and unsecured, with grinding marks near the drum and motor. The technician who collected it even confirmed the drum had fallen loose because they’d transported it without travel bolts. Programs wouldn’t run properly either. None of this was mentioned at purchase. The store staff were empathetic. They let me put the cost toward a brand-new, more expensive machine – which I appreciated. But then the replacement arrived with a completely destroyed top panel. The outer packaging was fine, so this damage clearly happened in their warehouse or during handling. Now we get to the real frustration. After two failed deliveries, I was promised a third attempt this Monday. Then they called to say it couldn’t happen until Wednesday – because they "forgot to scan a barcode" and their own admin delay meant they couldn’t process it in time. So here we are: - It’s been **over two weeks** without a working washing machine. - Our dishwasher is plumbed in but unusable until the washer is fixed. - My family of three has spent **£30 at laundrettes**, hauling heavy bags in the rain. - John Lewis has offered **no compensation** – not even for our laundrette costs – despite knowing how this has impacted us. The staff have been polite, but they’re clearly powerless. There’s no ownership of mistakes, no urgency, no care for customers left stranded. What happened to the John Lewis that stood for quality and service? This feels like a company that’s lost its way. Until they fix how they handle problems – and actually compensate customers for tangible losses – I can’t recommend them. Heartbreakingly disappointing.”

Helpful Report

Posted 1 week ago

“Asked to return faulty kettle, which they replaced,but as ido not have a printer or smart phone they could not help,I am getting on in years and have mobility issues,but they state I have to go to a Evri shop and get a label,not easy for me,but that is all they could offer in spite of the item being faulty and potentially dangerous.they do not seem to cater for customers like me anymore,after buying many items over the years I feel that unless there is a more flexible return service it will be my last,not the company they used to be.”

Helpful Report

Posted 1 week ago

“One of the worst customer service experiences of my life — threatened by delivery driver, parcel never arrived, and John Lewis did nothing. I ordered a LEGO set from John Lewis and it never arrived. Ring footage confirms there was no delivery attempt at all. I was then contacted and personally threatened by the DHL driver who falsely claimed to have delivered it, even turning up at my home swearing at me. I’m disabled, and this situation caused me severe distress and led to a police report being filed. Despite multiple emails, video footage, and the fact DHL themselves couldn’t prove delivery, John Lewis: Took weeks to refund me, Ignored my repeated request for email-only communication due to my disability, Offered a £50 goodwill voucher verbally, then denied it existed, And eventually only offered £10 store credit as “fair resolution.” This company has refused to acknowledge harassment, disability access breaches, and damage caused during the incident. I have escalated the matter and will never order from them again. If you’re vulnerable or disabled, beware — you will be ignored and dismissed.”

Helpful Report

Posted 2 weeks ago

“Absolutely terrible, we ordered our baby things with our first child on the way in September and wanting to get the nursery and all of the things sorted before our due date. We went to John Lewis due to their good reputation. The cot bed had scratches all over it and the wardrobe was completely broken as we opened the packaging. We understand these things can happen so emailed John Lewis to get a replacement. 3 weeks of back and forth emails have not gotten us anywhere as they are saying they are talking to their supplier to get a replacement. My contract is not with John Lewis supplier, it is with John Lewis and as such they should replace the item or refund it and deal with the supplier in their time. Instead of making our last few months much easier as we had planned they have added to our stress and are unwilling to help. So disappointing.”

Helpful Report

Posted 2 weeks ago

“Will refuse all price matches despite them telling you they will honour it. Amazon were selling the same item for £504.99 vs John Lewis who was selling it for £699. Chatted with their customer service before purchase who confirmed they would price match Amazon. Ordered the item but the price match was refused because they don't match "trade prices". Clarified to them that Amazon price is a retail price not a trade price (which is a business selling to another business). They changed tack and said oh we mean trade-in price. Clarified to them that Amazon was not offering the trade-in deal, John Lewis was and "trade price" is not the same as "trade-in" price. Despite clearly being in the wrong they refused to budge. Didnt even apologise, just said return the item and order from amazon if you want. Imagine - they think customers are stupid enough not to know the difference between the terms "trade price" and "trade-in price". Clearly illegal - misleading and false advertising to customer. John Lewis have gone so far downhill I wouldnt touch them with a barge pole now!”

Helpful Report

Posted 1 month ago

“A pair of wireless headphones purchased 8 months ago developed a fault. Under warranty, I sent them for repair only to be told that the damage was self inflicted and it would cost more than the original item cost to repair (at my own cost). Don’t post a premium for John Lewis expecting good customer service. Their guarantees are not worth the paper they are written on.”

Helpful Report

Posted 3 months ago

“They have lost my item. Their customer service is now outsourced so it’s the usual follow-the-script, unable to deviate from the script, no escalation you get from all other online companies. I only shopped with JL due to their customer service- no reason to stick around now.”

Helpful Report

Posted 3 months ago

“I ordered some bedding that damaged after a few washes. The set was £187 worth! Only to be offered £20 for the damaged piece! It took almost 2 hours with customer service to resolve as well - useless!”

Helpful Report

Posted 3 months ago

“I have always associated John Lewis with excellent customer service, but my recent experience has completely shattered that perception. I purchased a pair of earrings, only to have one of them break due to a faulty clasp, causing the heart pendant to fall off. Rather than requesting a refund or replacement, I simply asked for help in obtaining a new pendant. What followed was a frustrating cycle of generic responses from multiple customer service representatives who clearly weren’t interested in actually resolving my issue. Each response felt scripted, dismissive, and completely unhelpful. I also requested that my case be escalated, only to be told that they “don’t have the resources” to do so—an astonishing excuse for a company of this size. Instead of meaningful assistance, I was offered a £10 e-gift card as a “gesture of goodwill.” This was not about money; it was about receiving proper customer care, which John Lewis failed to provide. The lack of accountability and refusal to escalate my case is appalling. I expected far better from a company that prides itself on customer service. Based on this experience, I would seriously reconsider shopping at John Lewis again. If you value good aftercare, think twice before purchasing from them.”

Helpful Report

Posted 3 months ago

“Purchased a high quality Zanussi induction cooker just under 3 years ago for £829 from John Lewis. The Control Board recently developed a serious fault, which meant that the hobs could not be used at all. I tried to claim the cost of repair from John Lewis, but they have refused to settle the claim because the warranty has expired. Tried to explain that their primary obligations are those as provided by the Consumer Rights Act, but they don't understand! They're clearly liable to pay me the cost of repairs and reasonable consequential losses and damages under the Act. The warranty to a large extent is irrelevant. The cooker was advertised as high quality, as reflected in the price, and therefore, not of suitable quality as provided by s.9 of the Act. It shouldn't develop a serious fault in fewer than 3 years. I think that the problem is that John Lewis are using a third party customer services provider who are clueless. very poor service.”

Helpful Report

Posted 4 months ago

“I ordered a sofa from John Lewis. Upon delivery, the crew damaged my brand new wooden floor with the sofa leg impacting the floor while rotating the sofa over, causing several small dents in the floor. Worst of all, John Lewis have taken 0 responsibility for the damage, 0 apology and 0 compensation. They claim to have interviewed the delivery crew and all have denied causing the damage. It's important to note that I've provided the photos of the damage in my complaint, which could only be caused by the sofa as there is matching damage on the sofa leg itself. Avoid John Lewis if you care about your personal responsibility. I completely understand accidents happen, but John Lewis will adopt a stance of denying anything if and when something does happen. It's simply not worth taking a gamble with this company.”

Helpful Report

Posted 4 months ago

“All week I have been trying to contact John Lewis and order a mashing machine. Each time the person answering the phone was completely useless and didn't know anything about my enquiry. Kept giving me wrong information. Very annoying and disappointing. I decided to go to currys to purchase my washing machine.”

Helpful Report

Posted 5 months ago

“Ghastly Customer service after trying to return a item that arrived damaged ordered online- it arrived tracked with no invoice or confirmation email, so I have no order reference number - there was nothing they could do even though I provided the tracking confirmation texts and proof of payment from my bank because I can't prove the order reference number. I will never order from them again- there are many bad reviews regarding their customer service experience, so please AVOID them if you can. I've wasted a week trying to get this exchanged or refunded after countless emails and calls. They won't escalate it as I don't have an order reference number!? I have never spoken with such a bunch of incompetent idiots - this is a team-wide experience of their department!”

Helpful Report

Posted 5 months ago

“I placed an order yesterday and paid for a next day delivery as I needed the item TODAY. The order hasn’t been delivered and will be sent tomorrow - this is the third next delivery that I have paid for and failed to receive - the other two deliveries were over the Christmas Period which I made allowances for due to demand. A very very poor service and of course you can never talk to anybody.”

Helpful Report

Posted 6 months ago

“Dear Mr Kankiwala I am writing to express my outrage at the appalling way your company has handled my case. The errors made to my credit score in August were entirely your fault, yet it has taken you an outrageous 16 weeks until December 30th to rectify your incompetence. This level of delay is beyond unacceptable and demonstrates a complete lack of care or urgency in addressing the harm you caused. To add insult to injury, you have failed to provide me with a clear and honest explanation as to why my order was canceled in the first place. Your inability or refusal to communicate transparently shows how little respect you have for your customers. Frankly, your behavior is shameful. This entire ordeal has exposed your company as nothing more than a disorganised, customer-dismissing, and disgraceful operation. It’s clear you prioritise covering your own mistakes over treating your customers with fairness or dignity. I will never shop with John Lewis again online or in-store and I will be sure to let others know about the disgraceful service I have received. Shame on you for this shambolic display of incompetence and apathy. In addition I have raised my complaint with the financial ombudsman so my experience is never repeated with other consumers.”

Helpful Report

Posted 7 months ago

“I bought a washing machine from John Lewis online. It arrived OK and their guys "installed" it. They left with it running on a short wash to prove that it worked, but it refused to drain, giving an error message. After a very long wait on the phone they arranged for their guys to come round following week (yes a whole week later) Afterwards I checked their plumbing and found that they had connected the drain hose without cutting the end off the connector on the sink waste fitting! Obviously theyre using staff who are both unqualified and untrained. I connected it properly myself, having to buy a clip that should have been provided. Two or three phone calls later asking them to cancel their visit without success. So they will turn up first thing in the morning regardless -the same clueless pair as before? A huge stress and a waste of my time (and money -long phone calls at my expense and the installment fee of £30 for their total botch up) A website that takes you round in circles and no option to make a complaint. If I could give zero or minus stars then I would. I will NEVER buy anything from J Lewis again and I advise everyone to avoid them. BE WARNED!”

Helpful Report

Posted 7 months ago

“Purchased bedroom furniture over a few months. Received the bedside cupboards no problem, but the main chest of drawers was damaged upon delivery. I was told that i will need to return the item and WAIT for a refund and then i can REORDER the chest of drawers AGAIN!! what happened to just replacing the damaged goods ? I said because of the restructuring of JOHN LEWIS I am concerned that the item may be discontinued or sold out in January sales before i have time to repurchase, or buy the chest of drawers AGAIN and wait for reimbursement of the first one (ITS XMAS EVE..I do not need the added expense this time of year. Also. You cannot upload any pictures I have.”

Helpful Report

Posted 7 months ago

“Looking at a few of the recent reviews here I realise I am not on my own. The delivery of my item was set and as self employed husband takes the day off the item didn’t receive item on the time given and excuse was driver off then another time slot given and then another message part way through time slot that no delivery would be made ! We had another date given again waited at home he had call to say it would be delivered within times given and it didn’t turn up at all , no explanation and no call. I sent message to customer services which I had a reply to after escalation, apology and said they would check with supplier. Then nothing more from them, no explanation just a text from delivery giving another date. Eventually received item and taken 3 days off work. Very bad on all levels gives the impression they don’t care about customers”

Helpful Report

Posted 7 months ago

“UNCLES NEW TV I purchased a Panasonic TB-50W60AEY TV online from John Lewis on the 21st November. The TV was for my 87 year old uncle and he is very happy with the TV. The price was good especially as it came with a free 5 year guarantee. The web site was good and it was an easy purchase. But, after this the service from John Lewis was abysmal ! Delivery was booked for the 28th November, i had to be there as my uncle lives on his own. NO delivery was made that day, but i received an email advising it had been delivered. We thought the TV had been stolen ! It was at this point i had to contact Customer Services, oh dear that was a waste of time. The TV was delivered with no notice on the 29th November, my poor uncle had to sort it himself as i live 30 minute drive away. To cut a long story short here are the points of what happened. I raised 2 complaints with CS, and received only confirmation emails, we got your email, we will be in touch. No one got in touch I escalated the complaint to managers level, got the confirmation email and nothing else. No one has been in touch. I filled in the emailed How did we do survey. I completed it with a scathing review, no one got back to me. Moral of the purchase. Easy and smooth purchase online. They took my money no problem. Have a problem with a delivery and have to contact Customer services, forget it, you’re on your own. John Lewis will soon be John Losers if they carry on like this.”

Helpful Report

Posted 7 months ago

“I would love to be enjoying my (very expensive) coffee machine which I ordered from JL on 13/11 and was due to be delivered to my chosen drop point by 3pm on 14/11, however, it STILL hasn't arrived and it seems JL really couldn’t care less!!! I’ve now spoken to 9 customer service advisors, endured endless WhatsApp chats with at least 7 more, spent over 3hrs on hold, been wrongly sent to my collection point 4 times, lied to, hung up on, promised callbacks that never happened, and eventually told that it wasn't their problem and that I should take it up with my credit card company... despite there being absolutely no record of the item ever being delivered! This is honestly the WORST customer service I’ve ever experienced. Shame on you, JL. You've just lost a very loyal customer.”

Helpful Report

Posted 8 months ago

John Lewis is rated 2.7 based on 2,441 reviews