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.

Visit Website

Write Your review

Tell us how John Lewis made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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 honestly cannot believe how unprofessional John Lewis has become. Their service quality is absolutely zero at this point. First, they sent me the wrong product. Then I contacted customer service 3–4 times, and every single person told me something different. Nobody knows what they are doing. The level of incompetence is shocking. I was told clearly that a courier would come to my home to collect the item and that I didn’t need to organise anything myself. Later, I received another email telling me that I should arrange the return online. Why am I being given contradictory instructions for a mistake they made? How can a company like John Lewis operate with such terrible internal communication? How can multiple agents provide completely different information? How is this acceptable? This experience proved to me that John Lewis is no longer the reliable, high-quality retailer it used to be. Their customer service is chaotic, uncoordinated and frankly embarrassing for a brand of this size. I will definitely reconsider shopping from them again.”

Helpful Report

Posted 6 days ago

“Escalated a complaint to the CEO office and they hung up on me (and no I wasn't shouting or swearing) A lady called sushnee or something similar. I called back and spoke with Sharon who also made it clear she would not help despite a genuine complaint. I'd also already tried the customer services number (in South Africa) could hardly understand the lady but when asked to speak to a manager she said. "they are a bit busy" and that was that. Wow. Avoid John Lewis at all costs.”

Helpful Report

Posted 2 weeks ago

“John Lewis service is extremely poor now. I’ve ordered a coat from there on line website which was due to be delivered and the postman turned up at my drive. For me to be told by my postman he wasn’t allowed to deliver it. I’ve since been the website Celtic that John Lewis had made a mistake in the online pricing. I can only see that John Lewis must have contacted the company to stop my delivery. This isn’t acceptable as they advertise the coat at this price.”

Helpful Report

Posted 4 weeks ago

“Purchased John Lewis mattress that collapsed within 3 days of delivery. A manufacturing fault. Reported immediately with comprehensive video evidence showing structural defect. John Lewis stalled for 2 weeks with inspector visits and "technical delays." I filmed the inspection showing the fault to the inspector who acknowledged the visible damage. I caused up for results and they denied my refund claiming "no manufacturing fault" despite video evidence proving otherwise. Their inspector report lied. Thank God for video evidence. Had to file Section 75 claim with my credit card company to get my Money back and credit my bank.”

Helpful Report

Posted 1 month ago

“Order Number 519824587 Again I find myself contacting you because of a complaint I have, in fact it is a mirrored problem I had at the start of this year for a camera worth over £2000 which I cancelled because of total incompetence. This time it is a top flight Tablet that I have ordered. And have been told it was going to be delivered for collection yesterday 17th And of course it was not. When contacting the dispatch the answer from them is exactly the same every time "It's a problem with Evri.”

Helpful Report

Posted 1 month ago

“John Lewis has gone really down the nick, the pure rubbish no quality checks poorly made furniture! I wait In waste my day then it’s delivered in such a poor state it’s utter time wasting and I’m really unhappy! Now I’m waiting a refund and why should it take so long? You should not deliver this way in the first place!”

Helpful Report

Posted 2 months ago

“I was overwhelmed because I had no clear way forward. Then I read about RANGEPRO.ORG in reviews online. Out of curiosity, I reached out. Their fast reply impressed me. RANGEPRO.ORG didn’t delay or provide vague feedback. Instead, they responded quickly, listened carefully, and let me share. They wanted to truly understand my situation.”

John Lewis 1 star review on 1st October 2025

Helpful Report

Posted 2 months ago

“John Lewis guarentees are not what they seem - Machine failed twice due to manufacturing defects and a replacement request by customer declined. It has to fail 3 times apparently. That's a lot of trouble shooting at home, engineer visits, days off and call centre pass arounds without a functioning washer/dryer for your family - only to have very little faith it will last much longer than 3 years (for quite alot of money). The lifespan might not be much more than 3 years. Think carefully if you are happy with this approach. Never asked John Lewis before for a replacement in 20 years. John Lewis passed the buck for machine replacement request to Electrolux on this one. It seems the guarantee action and control is with Electolux rather than John Lewis. Electrolux refused and John Lewis went along with it. John Lewis are acting very close to the line on consumer protection law based on their advertising claims. Karim from customers services was very helpful but could not do any more. Apparently Jennifer from Electrolux stated 2 repair claims in the last year coming up to guarantee end did not merit a replacement and the standard of goods is normal. Take from this what you will.”

Helpful Report

Posted 4 months ago

“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 4 months 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 4 months 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 5 months 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 5 months 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 5 months 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 7 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 8 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 8 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 8 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 8 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 9 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 10 months ago

John Lewis is rated 2.7 based on 2,450 reviews