John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,470 Reviews

40 %

of reviewers recommend John Lewis

2.7

Based on 2,470 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

“Buy in store and beware! You are unable to contact the store directly if you have a problem, you have to go through a hideous system of repeating yourself to numerous departments only to be told that you have to go back to the store and everyone just fobs you off.”

Helpful Report

Posted 6 days ago

“Ordered a divan bed. First bed delivered, the fabric was different so the divan bed didn’t match. Had to live with that for 6 weeks. Second bed delivery happened (bed was damaged) and when the delivery men removed the previous divan, they scraped my wall and broke my lantern. I took pictures and sent them to the escalation team. They interviewed the two delivery men who claim ‘they have no recollection of the incident’ despite apologising profusely at the time. We’ve got it on ring doorbell footage, and will be taking this further. AVOID JOHN LEWIS AT ALL COSTS FOR DELIVERY OF ITEMS”

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Posted 1 week ago

“I made considerable effort to secure a Pokémon collection box for my 8-year-old son, waking early because these sell out almost immediately. I placed a Click & Collect order, only to be informed more than 24 hours after the collection time that the parcel had been “lost or damaged in transit.” By then, the item was sold out, and John Lewis could only offer a refund. A refund does not replace a rare item or the disappointment caused. It is frustrating to sell highly sought-after products without being able to fulfil confirmed orders, and the delay in communication left no opportunity to purchase one elsewhere. This was a very disappointing experience from a retailer I expected better from.”

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Posted 3 weeks ago

“Tried to purchase a washing machine and selected their finance option. What ensued was a massive headache of cancellations from their side and their support team asking me to re-setup the whole process from scratch. Truly a terrible experience.”

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Posted 4 weeks ago

“Like many reviews, they tend to focus on the negatives, and unfortunately this is no exception. Following on from what others have said, I can honestly say John Lewis is one of the worst companies I have ever dealt with. Given their reputation as a trusted and established retailer, I expected far better. I was wrong. The issues included: 1. An incompetent delivery team that damaged walls, doors, and the appliance itself. 2. Three separate delivery attempts before an undamaged fridge freezer was finally supplied. 3. Extremely poor customer service, with average phone wait times of around 50 minutes and email responses taking up to two days. 4. No direct access to the complaints team, with complaint responses often taking up to 48 hours. It has taken over five weeks to receive a working, undamaged fridge freezer. The entire experience has been frustrating, time-consuming, and far below the standard I expected from a company like John Lewis. Based on my experience, I would think very carefully before purchasing a large appliance from John Lewis again.”

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Posted 1 month ago

“I would give no stars for John Lewis Customer service if that was an option!! I had a washing machine fitted in 25.6.26. and the delivery/installation team damaged very expensive cladding accessing the area where it was to be fitted. JL has accepted no responsibility for this damage and Lee, the Case Manager, has shown the most appalling attitude that I would never have expected from this once reputable company claiming the installation team have denied all knowledge of any damage and has now closed my case! His tone in his emails is so condescending and it is quite unbelievable that there is zero customer service from this company! I only wish I had read the reviews before I purchased the machine but I didn’t think that would be necessary given my past good experience with JL! I’m clearly not alone as there are many dissatisfied customers now and I think the only way forward is to contact ‘Watch Dog’ to investigate and rectify my complaint! Please DO NOT THINK OF EVER PURCHASING ANYTHING FROM THEM, you’ll live to regret it!!”

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Posted 1 month ago

“Sold shoes that were described as wide fit. As well as definitely not being wide fit, the box looked as if they'd been bought and returned many times over. It's the second item I've had issues with, where it was not as described. I have just sent them back, so expect a lengthy wait now. I don't see why returns take so long with them, but personally I don't find it acceptable...plus they do not refund postage paid, when items are missold. Pretty disgraceful for a traditional British store.”

Helpful Report

Posted 2 months ago

“Worst company I have ever dealt with. Ordered a macbook selected next day delivery and it did not go through as next day. Could not find the order online to ammend as was not showing and now have to wait a rediculous 2-5 days, jokers. Will not be ever again. Customer service didn't bother helping either. AVOID TIS COMPANY. Will hopefully close down!!”

Helpful Report

Posted 3 months ago

“John Lewis is NOT the company it was, the customer service is now awful. My wife and I received a terrible experience with staff in their Kingston store and after complaining to head office, all I got was an abrasive justification of the staff members actions. They used to have great customer care but now they couldn’t care less.”

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Posted 4 months ago

“It's a shame that the measuring service for John Lewis is not done through the Welwyn branch. My experience at the branch could not be faulted. However the experience I had from the staff member who came to measure for my curtains was not professional or indeed customer focused. This order was for curtains with a quotation of around £850 and had I received the same excellent service s I dud at the store, I would have ordered these immediately. It would be helpful to have someone from either the Welwyn store or from the fitting department store would contact me in order to resolve this matter.”

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Posted 4 months ago

“Fridge freezer left unsecured and cabinet damaged. Only standard replies from emails. Was Told that installers had not even touched it! The fact that the installation was refunded doesn't absolve the fact that I was left with an unsafe f/and a damaged cabinet. I'm upset and angry at being made out to be lying. After trusting john lewis for 50 years I will not be purchasing again.”

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Posted 5 months ago

“I phoned my local store, less than 2 miles away, to make an enquiry. Where did I end up? South Africa, more than 2 thousand miles away. Why? If UK companies outsource customer disservice to foreign countries to save money, they have forgotten customers vote with their feet. We cannot deal with people whom we cannot understand speaking so-called English when trying to solve a problem. Bring back UK-based customer service and stop denying customers the opportunity to speak to local stores. It’s another example of this country going to the dogs. I counted 7 high-street stores who have outsourced to India and South Africa. I would have thought a company like John Lewis would have had the brain to see the futility of such a move.”

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Posted 6 months ago

“Extremely disappointed. Ordered 2 toys for Christmas. One arrived damaged and had to be refunded. The second never arrived. I was promised a replacement by 29 Dec — it still hasn’t arrived. I was then charged delivery for an exchange caused by your failure. I’ve spent 40–60 minutes on the phone each time, repeatedly told to “call back,” with agents unable to resolve the issue or take a formal complaint. Result: no present for a child at Christmas and hours wasted on hold. I am now requesting a full refund for the second item.”

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Posted 6 months ago

“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.”

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Posted 8 months 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.”

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Posted 8 months 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.”

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Posted 8 months 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.”

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Posted 9 months 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.”

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Posted 9 months 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!”

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Posted 10 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 10 months ago

John Lewis is rated 2.7 based on 2,470 reviews