John Lewis Reviews

Name: John Lewis
Rating: 2.68

2.7 Rating 2,394 Reviews

41 %

of reviewers recommend John Lewis

2.7

Based on 2,394 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: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible customer service ,your staff should at least speak clear English I thought I was trying to speak to Mumbai”

Helpful Report

Posted 1 year ago

“Ordered some items on next day click and collect. One was damaged in the post which was bad luck but John Lewis said they would send a replacement. After this I had no further communication on when the replacement would arrive so I had to keep going back to the click and collect shop to check. When I did arrive I never had any notification from John Lewis that it had been delivered. Poor communication and made what should have been an easy delivery option take lots of time.”

Helpful Report

Posted 1 year ago

“shopping online but they are now emailing me marketing rubbish. No unsubscribe button. You need to log in online and update your preferences. I hate that so much. WIll resist shopping there again. Just STOP EMAILING ME”

Helpful Report

Posted 1 year ago

“I am a devoted JL shopper. However - my visit to the High Wycombe store today has left me feeling so disappointed. The range and display of products has declined significantly and some of the staff had little regard to customer service (electrical - home wear and fashion in particular). Staff do not look smart anymore and are now wearing jeans and sweaters making them hard to identify from customers. Please, please can you look to return to previous high standards. I had so much that I wanted to buy but lack of availability and care sent me home empty handed.”

Helpful Report

Posted 2 years ago

“Having had a representative to measure up for curtains I was told that it would be a wait as it was just prior to Christmas. Totally understandable, except the next day I had an email saying the fabric was out of stock. I phoned up to be told that the email was a mistake and that I would receive my curtains in February. This I did not worry about as they are large curtains covering a whole wall of glass doors and glass panels. The curtains arrived mid February and the box that they arrived in was dirty battered and torn box. The curtains at first view seemed to have not been damaged and so they were hung. looking at the thermal linings each curtain had 4 or 5 marks on each curtain. One or two were quite small like pen marks but others looked like somebody had stood on them with a dirty shoe. John Lewis were efficient at dealing with the problem but not in a satisfactory was. My only options were to take the curtains down and return them (leaving the plate glass exposed during the coldest part of the year as they were not prepared to supply anything to cover the windows. They also offered £130 (20%) refund. I really wanted the curtains returned and rectified but was not prepared to sit with no thermal covering and so had little option but to accept the payment and use it to get them cleaned my self (24 hrs). John Lewis were intransigent in its offer it was take it or leave it. the product had it not been marked were very good it is just the approach to the problem that left a lot to be desired.”

Helpful Report

Posted 2 years ago

“Ordered some curtain which I then found cheeper else where. Thought I would be able to get a refund under their price promise of never knowingly undersold. However since I’d ordered click and collect and other store did not offer click and collect they would not price match. However, if I returned the goods and went into the store they would price match. Just wriggling out of a commitment and their slogan “Never knowingly undersold” is just words to con the shopper. I think John Lewis are loosing the plot generally and will be loosing loyal customers.”

Helpful Report

Posted 2 years ago

“Purchased an expensive kettle as a present & after only 3 months there were problems with not cutting off boiling & the paint was flaking off & the response we got was we’ll repair it you’ll only be without it for a couple of weeks. Bearing in mind it has a two year warranty. Shocking customer service. After a while they did replace it but wasn’t easy”

Helpful Report

Posted 3 years ago

“I bought some chairs I was given a delivery date and now they have changed it because they have some stupid policy about chairs having to be kept for 72 hours before they can be delivered. Given that I bought them on Saturday and they weren’t being delivered till Thursday that is 72 hours plus. I then telephoned and waited 22 minutes for the phone to be answered I was then put on hold for a further 31 minutes and then somebody left a message on my phone, and when I recall them back they said that I had hung up which was completely on true. I was assertive in my complaint but not rude and this produced the usual tactic of saying that he appreciated I was unhappy but I should not take it out on him. My response to that is to say if you provided good service nobody would take anything out on you and this is a new tactic in Europe create the member of staff has been incompetent into some kind of victim. Some John Lewis stores have closed and some staff I’m not getting bonuses and frankly they deserve all they get”

Helpful Report

Posted 3 years ago

“Not the company it used to be. Over 3 days an no response to an email. Holding on the phone for customer support for over 30 minutes. Incorrect warranty information on the website. There are fewer reasons to choose them if they can't deliver on their KEY offer - quality service.”

Helpful Report

Posted 3 years ago

“Received 1st microwave, which blew all the power in the kitchen. Ordered a replacement, different model, that arrived damaged. They said they cannot arrange a replacement yet, as the courier has not confirmed delivery, but will phone me the next day. The next day NO PHONE CALL! I now have the first microwave awaiting collection which will be in a few days, but will have to go through the same routine to arrange collection of the 2nd microwave. I will end up have more microwave ovens in my house than they have in their warehouse.”

Helpful Report

Posted 4 years ago

“General feedback about High Wycombe store. I go to John Lewis because the selection and range of goods is exceptional. I also used to feel that the customer service and experience was similar but sadly now not the case. I constantly saw huddles of young staff chatting to each other and showing no interest in the customer. My best experiences today were with the older staff (and I write this as a 55 year old) who understand service and are confident to engage with a customer and stand back when not required. I found it so frustrating being an operational manager to see staff who don’t appear to care about the customer or their own careers. You were great because of your differential outstanding customer experience you offered. Lose that and why wouldn’t I shop at amazon”

Helpful Report

Posted 4 years ago

“Such a shame !I have enjoyed years of shopping in J L.but now a second time the company has missed out a second time on me purchasing a 3 price suite. Getting an assistant first obstacle ,waiting time for suite 12 weeks !!! Colour and materials have a code and increased price range .took us a moment to work out samples and then told material doesn't come in till 1 months time ,then suite 3 more months.so at least £6,00 in takings lost . Found suite in Sofoligy with 6 wks delivery if not before . We have also noticed the price tags in J L have increased there was a time you could bye from lower range to top end but stock is for elite and not so much 2nd class ,ah well will be looking else where as I can't afford JR anymore . P's Son gave us voucher for christmas and we will use it for food as there is nothing to buy in our price range .”

Helpful Report

Posted 4 years ago

“Disappointed that John Lewis customer service is going down hill. Like other people here I used to happily pay a bit more to shop at JL because i knew if things didn't work out I'd get full support. However still waiting for a refund for returned item and response to my emails after weeks!”

Helpful Report

Posted 4 years ago

“Absolutely disappointed at the service I received in John Lewis Glasgow. The queue was quite lengthy although at this time it is to be expected however I was hoping that I would not get the assistant/partner that was chewing on her gum and had upset two customers in front of me. Sure enough I did...I was buying a gents Barbour jacket £225, perhaps not a lot of money to some people, but I saved hard to buy this for my husband. I was feeling delighted with myself and although I tried to engage with her by sharing my Christmas spirit, she was totally disinterested and complained about being tired. I appreciate that she probably was but I was not the person she should complain to. “Want a bag?” she asked and because the jacket was bulky I needed one. Yes please I replied only for the jacket to be squashed into one that was much too small. I asked if there were any bigger bags, as it was heavy rain outside and I was concerned that it would be soaked by the time I arrived home. “ No that’s as good as you will get”. I was speechless at her attitude and with hindsight I wish I had asked to speak to a manager. The queue was building up and I felt it unfair for others queuing to hold them up any longer. John Lewis is always my go to shop but on this occasion they did not live up to my expectations. A little further customer service training required I think.”

Helpful Report

Posted 4 years ago

“Shopped in JL Birmingham, really nice stuff and was pleased with my purchases: I decided to have something to eat so visited JL restaurant. I have celiac disease so asked for gluten free options. The staff were clueless and obviously had not been trained, they didn’t understand the folder they were using so I ended up walking away. My conclusion is by all means use the shop but if you have a food intolerance avoid the restaurant.”

Helpful Report

Posted 4 years ago

“I ordered a pressure king digital multi cooker on the 11 dec. I paid £10-95 to have it delivered on the 14th dec. I had message from DPD last night to say it’s arriving on the 16th dec. what is the point of offering this service? For it to fail.and what about my £10-95? Extremely frustrating, can’t get through to speak to anybody😱 will think twice about shopping at John Lewis in the future😡”

Helpful Report

Posted 4 years ago

“Really not what it used to be. Tried to order curtains online. We rang, We rang we rang and rang. No one answered. When we did get through we asked to speak to the department and the call center couldn't get an answer. Said they would get them to call back. Nope no call. Called again, got through to call center easier but asked for email as they don't answer phone. Got the email ad and sent email..... 3 days no responce. Actually had to drive to a shop in the end and order. The woman had aface like wet weekend in November, it was actually a wet weekend in November. Decided to order 2 pillows online to save carrying. Order delivery was 4-5 working days. Got an email 2 days later saying delivery tomorrow. Umm not home. Wish to change delivery time, yep. Changed it to Friday. Still got delivered the weds. John Lewis are not what they used to be for sure.”

Helpful Report

Posted 4 years ago

“We visited John Lewis Liverpool today to purchase a dishwasher. We were dismayed to find that there was only one member of staff on the shop floor who was taking a telephone order which took about ten to fifteen minutes. There was another customer also waiting ahead of us and, in fairness, the assistant did try to summon help from her manager. Eventually another member of staff arrived and was able to help with our query, though unltimately we decided to try other retailers based on price, additional charges and a long delivery time. It is sad that a once great store which prided itself on high levels of customer services and competitive pricing has now cut costs by slashing staff and a poor and very limited range of goods, has anyone in the ivory tower of headquarters actually considered that the current strategy could well be contributing to their disastrous sales and plummeting profits.”

Helpful Report

Posted 4 years ago

“We visited John Lewis Liverpool store today and visited the restaurant for a late lunch. In days gone by we had found John Lewis restaurant had provided a good range of food and I was able to find gluten free options albeit limited. The last couple of times have been very different with minimal effort made to cater for gluten free or any other food allergies. Today all I could find was a mean little cheese sandwich with an indescribable sauce said to be red pepper and tomato. The sandwich was half the size of non gluten offerings and was tasteless, unappetising and very expensive, if time had been on our side we would have left and found an alternative venue for lunch. My husband selected a sunflower role filled with beef and horseradish, he pronounced this as equally tasteless and bland. To add insult to injury the price of £19 for two teas and the sandwiches of such poor standard was as hard to swallow as the lack lustre and tasteless food. At all counters in the restaurant there are labels liberally scattered about advising that customers speak to staff for information regarding food allergies, not really very helpful with mile long queues and not enough staff. Why is it that cafes and restaurants seem to think the anyone with any form of food allergy comes from the planet Zog, wheat and gluten intolerance and allergy are common complaints but businesses seem to be operating on the premise that people with these conditions are food faddists who can eat regular food containing substances harmful to they health. It is doubtful that we will use John Lewis cafe again after today and would suggest that they take a long hard look at their current effort or lack thereof.”

Helpful Report

Posted 4 years ago

“I ordered good from John Lewis online for click and collect. I got a message next day to say had been dispatched. The same day I got another message saying my good had not been delivered. Then had Zero communication. Phoned store on Saturday who said did not have parcel. Phone HO Tuesday store did have parcel and would hold for another week. Went today no parcel has been sent back. Turns out parcel did arrive in store on the Friday. So member of staff spoke to on the Saturday lied to me (as it was i the store) and so did the man at head office (who told me another story). But, worst of all he said the parcel would be help till Tuesday 5th November. Lego my son wanted for xmas is now out of stock and difficult to get elsewhere. So he has no Christmas present. Poor customer staff, incompetent staff that lie and a child who may now not get what he wanted for xmas. John Lewis is not longer the company it used to be.”

Helpful Report

Posted 4 years ago

John Lewis is rated 2.7 based on 2,394 reviews