John Lewis Reviews

Name: John Lewis
Rating: 2.65

2.7 Rating 2,473 Reviews

40 %

of reviewers recommend John Lewis

2.7

Based on 2,473 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 5 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I recently contacted John Lewis Customer Services after receiving a faulty sensor garden light. The light had been positioned in the most suitable location to capture sunlight during the day, yet, despite being in place for more than two weeks, it still failed to illuminate in the evening. I spoke with Caitlin, Antony and Norman at different stages while trying to resolve the issue. I found all three to be extremely helpful, professional and courteous. They maintained a cheerful and positive attitude throughout our conversations and arranged for a replacement sensor light to be sent. The situation became slightly more complicated because Royal Mail did not provide any advance notification on the scheduled delivery day, so I initially assumed that the delivery had been cancelled. I also tried to contact Royal Mail directly to clarify the situation, but their telephone lines were exceptionally busy, and despite waiting for more than an hour, I was unable to speak to anyone. Antony nevertheless did his best to assist by checking for updates and keeping me informed, which I greatly appreciated. I eventually received a text confirming the delivery, but unfortunately I was not at home when Royal Mail arrived. Although this was completely beyond Antony's control, he handled the situation with genuine empathy, patience and professionalism. The John Lewis Customer Services team made what could have been a very frustrating experience much easier to manage and arranged for the replacement to be delivered on a day that was convenient for me. What particularly impressed me was the sense of genuine care and responsibility shown by the John Lewis team. In my previous experience with some other companies, resolving even a straightforward problem can involve sending several emails, repeating the same information to different members of staff, and being passed from one person to another. My experience with John Lewis was quite different. I felt listened to, supported and valued as a customer. Caitlin, Antony and Norman are a credit to John Lewis. Their professionalism, kindness and positive approach demonstrate what excellent customer service should look like. Thank you to the whole team for turning a frustrating situation into a reassuring and positive experience. I would be very happy to recommend John Lewis based on the quality of service I received.”

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Posted 1 month ago

“Purchased a Bosch freezer from Leeds store and benefited from their very competitive pricing of slightly damaged goods. A whopping fifty percent off for a tiny dent which I’m not aware of at all. Michael is a very efficient salesman who answers email queries or phones to explain something. I wouldn’t consider buying appliances anywhere else.”

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Posted 3 months ago

“We recently purchased a Dyson Cooler Fan but didn’t realise that some tape was preventing it from turning properly. We returned to the John Lewis store on 28th June at around 12pm, where we were assisted by Martin and Ila. At first, I was quite frustrated as I was hoping for a replacement. However, Martin took the time to patiently explain the process to me, which I really appreciated. He then introduced me to Ila, who was incredibly helpful. Ila went above and beyond by contacting Dyson’s customer service team, and with their guidance, she was able to help resolve the issue. Thanks to her efforts, the problem was fixed without the need for a replacement. A big thank you to both Martin and Ila for their excellent customer service. Koyes”

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Posted 3 months ago

“We had a New Television delivered on Saturday and had it fixed to the wall The two guys who delivered and installed the TV on the wall were very professional knowledgeable and polite They hoovered my carpet afterwards ! First class service - Highly recommeded”

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Posted 3 months ago

“Enhanced Delivery Service. Excellent service from Tony & Jason yesterday. Took away our old washing machine and installed new one without any problems!”

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Posted 4 months ago

“Scarf was returned because very long. Packaging was so easy to return: it had a sticky strip so no extra tape needed. John Lewis quickly refunded the money.”

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Posted 6 months ago

“We were very pleased with the excellent support we were given by Mike of Tech services Solihull. He was really professional and patient. He listened to all our specific requirements and explained each aspect of our new computer. His skilled ,calm approach was much appreciated.”

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Posted 6 months ago

“Called into Newcastle branch today Bra fitting service and a lady called Lesley was absolutely brilliant very professional pleasant and certainly knew her job. Thank you”

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Posted 1 year ago

“I've used John Lewis several times over the past year, mostly for ordering gifts for family - birthdays, Christmas, that sort of thing and I've been really pleased with the service. The website is easy to use, the delivery's been reliable, and everything arrives well packaged and on time. I also appreciate the quality of the products - it always feels like you’re getting good value, even if you’re spending a bit more than you might elsewhere. On one occasion I needed to return one item from an order and I decided to drop in to the store, even though I had ordered online. It was totally straightforward, no hassle at all. All in all, a consistently good experience and I plan to keep using them.”

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Posted 1 year ago

“They have everything, and the staff were very helpful on helping me choose sheets and thread count for my price range. Also for explaining the different materials and jargon to help me navigate the best set for our bedroom.”

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Posted 2 years ago

“The advisers in the Technology department were excellent. They assessed my requirements - and needs. They were patient as I thought though my options. Excellent advice. Very professional and helpful.”

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Posted 2 years ago

“I buy quite a lot from John Lewis and their service and delivery are prompt and well packaged. Their returns are easy and fuss free with Royal Mail or Waitrose.”

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Posted 3 years ago

“Most importantly for me is good customer care & after care when purchasing items And John Lewis are excellent with the service provided .”

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Posted 3 years ago

“Great prices easy website”

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Posted 3 years ago

“Excellent as always and the same price as other merchants with the difference being the exceptional customer service you get from John Lewis. I returned an electronic item which I ordered by mistake and my refund appeared in less than a week. No quibbles No nonsense. Return was easy and free of charge at the local post office.”

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Posted 4 years ago

“John Lewis kindly agreed to reinstate a £100 voucher that had expired over one year ago, as it got misplaced in a house move.”

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Posted 4 years ago

“Quick and efficient.”

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Posted 4 years ago

“Very good promotions with 30% off normal stock on many lines click and collect available next day with free returns if required.”

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Posted 4 years ago

“Great service ordered a washing machine which arrived quickly and was a good price. Easy to use website”

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Posted 4 years ago

“Excellent quality products”

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Posted 4 years ago

John Lewis is rated 2.7 based on 2,473 reviews