John Lewis Kitchens Reviews - johnlewis.com

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John Lewis Kitchens Reviews
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Latest Reviews

“Unfinished and starting to fall apart”

★☆☆☆☆

written by Lila_Pause on 04/03/2024

My mother ordered her kitchen from John Lewis in 2022. It’s still not entirely complete, the finish of what has been installed is extremely poor (rough edges on worktops, gaps at the joins near the sink allowing water ingress, cupboards at the incorrect height, paintwork on the doors chipping and flaking already) and her complaints and requests for fixing the issues have fallen on deaf ears. I am genuinely so shocked at this poor level of service and it has caused so much stress and upset to my parents. Please avoid at all costs.

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Was this review helpful? 5 0

“So disappointing, please avoid at all costs.”

★☆☆☆☆

written by Harleyz318 on 04/01/2024

* John Lewis Fitted Kitchens ask top end prices but they sub-contract the work to unqualified builders (a very quick google search revealed that the 'vetted and checked' fitter was actually a bankrupt bricklayer * Home and materials damaged by poor workmanship and sloppy attention to detail, the floor came up three times * Extremely poor customer service from the case managers who are frequently out of the business but don't get their work covered or use the simplest of out-of-office auto-replies or accurate voicemail. No proactive service whatsoever, we spent HOURS chasing for information * Every single delivery was problematic, either incomplete, the wrong colour or just non-existent * A simply like-for-like refit was meant to take two weeks but was actually one day shy of 6 months * Shamefully dismissive response from Head Office over our experience, a derisory goodwill gesture and no recourse for complaint. No accountability or responsibility taken even after verbally admitting it was a shambolic situation * NOT part of a trade association and also refuses to take part in any sort of arbitration/ombudsman, this should tell you everything you need to know, I wish we'd realised before we parted with our money

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Jen2023's Comment

Written on: 09/01/2024

I am interested to know more about your experience. We are having the exactly the same nightmare and have used someone of a similar description.

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Was this review helpful? 17 0

“Very poor start with JL possibly a sign of things to come”

★☆☆☆☆

written by Irisy487 on 17/11/2023

I have spent several months researching kitchens and in the end decided on JL because I liked a particular range and it offered exactly the colours I was after. I also felt that JL would be a one-stop shop and that even if I was spending more, this and the JL name would ensure quality of product and services. A planner paid a visit and a few days later sent a drawing plus some images. The design was, quite frankly, awful. It seemed like no thought or time had been spent on thinking it through. My requests to keep as much of the kitchen design as it currently is was not listened to and their plan contained: fewer cupboards, misaligned doors, and they admitted to their measurement of one wall being incorrect. After receiving their design, I found myself wondering how and why on earth they'd come up with such a poor design that didn't maximise space, ignored my wishes and fundamentally detracted from many principals of good design. I've contacted JL since twice to ask if I can start again with a different planner but no-one has come back to me. Honestly, JL has recently posted huge losses and their CEO is leaving in '25, you'd have thought they'd do their best to keep hold of fitted kitchen customers who could easily be paying between £20-30,000, and deliver the best customer experience they can, but this does not seem to be the case. I've read the reviews below and while some seem to be written by competitors, I can see most are from genuinely aggrieved customers. I agree with many of them - from the few dealings I've had with JL fitted kitchens thus far, they seem disorganised with poor communication, and a distinct lack of customer care. I'm sorely disappointed in JL. Such a poor service at the outset does not bode well for things going forward and I certainly don't want to find myself in similar stressful situations described below further down the line.

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Was this review helpful? 8 1

“The worst customer service ever”

★☆☆☆☆

written by billh108 on 22/09/2023

Go somewhere else where they care! We went to John Lewis as we wanted a one stop shop for our new fitted kitchen. The designer came to see the kitchen and the building we were in (although he might has well not have come). The design took months to finalize and when I had many questions including about a 4 inch space on either side of the fridge it was because I didnt buy an integrated fridge it was my problem or a riser that stopped an inch short of the windowsill was the way it was fabricated. Likewise on the sink they sent a "dimensioned" plan with no identification of the model of the sink or its dimensions and when it arrived it looked like it was a bar sink and should have been in a kitchen half the size! The splashback was so ill fitting that the fitter suggested we just don't put it up! This was John Lewis own contractor! We had the fitter manager (a JL employee) come out who agreed the sink looked small and suggested it could be fairly easily be fixed but when it went back to the company they said it was per the dimensions on the drawing and it was all they were going to do. I have to say the one bright spot in the whole experience was the Case manager who really tried to do the right thing (changed out the fridge, got a new riser) but after over 13 months we have been told by the escalation care center that they are not prepared to do anything more (which is actually nothing except argue with us) after the initial fitting. I would never recommend John Lewis Kitchens to anyone - they may be OK as a department store but the premium price is absolutely not worth it for the kitchen design or fitting.

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Was this review helpful? 9 0

“Shambolic, disappointing and very poor attention to detail”

★☆☆☆☆

written by 275O'Neal on 30/05/2023

The product quality is good, but the design was flawed and needs rectifying The fitters went off site with lots of work outstanding and some work of very poor quality that needs putting right. We are 4 months in and suspect we have at least another month before all issues are resolved, if at all. There is a total lack of customer care or commitment. Once you have paid, you might as well have used a bunch of sham artists.

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Jen2023's Comment

Written on: 07/08/2023

We are having exactly the same issues. Our job started 4 months ago, and it has still not been finished. We have not been treated as a priority (as we would have expected when things go badly wrong), it’s just been a constant fight, and numerous emails, telephone calls and empty apologies.

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Was this review helpful? 19 0

“Shocking from start to finish”

★☆☆☆☆

written by 192Griffith on 27/05/2023

I would second a lot of the reviews I've read there. My kitchen was supposed to be a simple 1 week job, it took 28 weeks in the end. There was absolutely no project management, things went wrong on numerous occasions (including the work surface being made the correct size a number of times) and the John Lewis team seemed completely unsympathetic. Caused a significant amount of stress and upset over 6 months. Final insult is an offer of less than 2% compensation for the inconvenience. I would highly recommend looking elsewhere for a new kitchen!!

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Was this review helpful? 10 1

“I would avoid at all costs”

★☆☆☆☆

written by Hullig426 on 03/05/2023

My review echo’s others on this site. Kitchen took thirty weeks instead of the three initially agreed. Poor quality product with many door replacements. Has only been finished a few months and now one of the door hinges has broken and door is falling off. Overall very poor communication and poor customer service. If you have been a John Lewis customer for many years as I have, don’t think that this service even remotely resembles the service you are used to from the stores.

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Was this review helpful? 11 0

“Absolutely Terrible Experience ”

★☆☆☆☆

written by on 02/04/2023

In my years of refurbishing using John Lewis Partnership for a new kitchen has been the absolute worst. All of it is untrue, there is no organisation, there is no project management, there is no quality control and there is zero customer service. The design started in December 2021 and to this date in April 2023 it is still not finished. They give you out sourced contractors who you have no idea where they come from or if they are qualified, We are now on our third contractor. The first one was diabolical, the second annoying and would not listen, god help me if this third one will finish things correctly. Please avoid using this dreadful service, John Lewis should be ashamed especially their chairwoman who obviously has not tried and tested this department. Never again.

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Was this review helpful? 14 0

“Go elsewhere - hopeless operation”

★☆☆☆☆

written by JDSouthgate on 07/02/2023

The communication is simply dreadful. I have had two different and equally useless case managers since March 2022 dealing with my kitchen. It's approaching 12 months since I agreed to the kitchen and there remain simple but irritating fixes to be resolved. Despite all of the grief along the way, I never once received acknolwedgement, apology or compensation from JL. They send out / fit damaged or faulty parts. Replacing them is a whole process in itself. I am tired and drained of this. Timeline to date: March 2022 - kitchen design agreed / order placed June 2022 - original fit date August 2022 - revised fit date following suggested additional plastering at additional cost September 2022 - partially complete. Damaged/missing parts to be replaced. October 2022 - incorrect replacement parts delivered and occupy hallspace. January 9 2023 - JL advises the fitter will be back on this date January 23 2023 - fitter gets in touch to finish job January 25 2023 - fitter completes their job, finishing issues remain with alignment of hob and one plinth which they are unable to fix. Advised JL for the nth time that a shelf is still missing. Feb 2023 - missing shelf arrives, significantly damaged.

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Was this review helpful? 17 0

“Delays and Disorganisation”

★☆☆☆☆

written by 466McNamara on 31/01/2023

My advise would be to go elsewhere. I have always used and trusted John Lewis but the experience of having my kitchen replaced was one of delays, lost or undelivered items, piles of rubbish left in my flat for ages before the disposal people came. The system does not work, design is fine, then you pay up front and from the moment the fitters come things go wrong. There is no one in charge and you cannot as the client manage things as it all happens miles away through a co-ordinator you never meet and who never visits the site. The details are boring but on the third day all the units and appliances were meant to come. The disposal people had not removed the waste so there was no space. All the appliances were put on lorries that day for delivery and had to be sent back. the deliveries were then delayed for a week then arrived with things missing. It just went on from there. a month later, no kitchen , my home upside down and more takeaway food. If you want a really stressful nightmare go to John Lewis! You pay up front and once they have all the money you have no redress. The system needs a complete overhaul it just doesn't work.

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Was this review helpful? 17 0

“Absolute nightmare ”

★☆☆☆☆

written by AliviaMcGraw51 on 21/01/2023

Ordered a new kitchen on December 2021 for the work to start on April 2022. I needed the builder to knock off a wall to open the kitchen to the hallway and add false cieling to fit spot lights. The work didnt start till june ,and I still find my self in this nightmare on Jan 2023!! There has been repeated planning and ordering mistakes causing unacceptable delays . The project manager was absolutely useless has no clue of what's going on , kept ordering wrong pieces and on several occasions was not responding to my emails or calls . The builder knocked off the wall and left it with bricks exposed, he fitted the boards for the false cieling with no lights and left it unfinished. We needed to change the floor by a different company that took one week to do in August , so the builder started a different job and left us in this mess after i paid him all the money in advance. Despite my repeated requests and calls for the work to resume nothing was done . The glass splash back could not be fitted as there was a mistake done with the fan extractor. A small panel was needed to correct it . That took 3 months to deliver !! A door and few handles where missing that took months to deliver , final piece been delivered in January this year. I complained to head of customer service and had no response what so ever from them . I had so much stress and sleepless nights .The state of the kitchen and my whole place did spoil few family occasions that we were looking forward to . It spoiled my Xmas too as we couldn't entertain any one in our place . Now I have the builder back in touch telling me he fell out with john lewis and he is willing to finish the work at an extra cost . I had to accept it as I want the whole thing to finish . My advice if you want a new kitchen then DON'T think of John lewis .

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Was this review helpful? 12 1

“Dreadful experience”

★☆☆☆☆

written by HScho on 06/12/2022

My experience is the same as described by the majority of reviewers. Design side was fine. Fitter, electricians and plasterer fine Case management - dreadful Damaged units Missing units Some one else's doors Replacements turning up randomly No communication. No cover of case manager during sickness Cant get through on the phone 5day job still unfinished 9 weeks later. Go elsewhere

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Was this review helpful? 8 0

“Chaotic, terrible customer service. Awful organisation.”

★☆☆☆☆

written by Gr4eme on 20/09/2022

I went to John Lewis expecting their usual level of service, which is typically very high. I've spent tens of thousands with John Lewis over the years, consumer goods, carpets, curtains etc and was always pleased. How wrong I was to think their kitchen team would similar. The other negative reviews on here all resonate with my experience. In summary: avoid, avoid, avoid! The organisation and management are chaotic, incompetent and ineffective. I personally have to organise things with fitters, templaters, etc. because John Lewis are so incompetent. When the case manager is absent on holiday, nobody else picks up their emails. You are effectively left without support. When you make a complaint you are given hollow apologies and unkept promises. They've clearly been trained in how to apologise and manage customer complaints. It would be better if they trained them to be effective managers instead! It's over 5 months since they started work, and today they are replacing a shoddily installed kitchen top. So there is another extended period of time before we can expect it to be finished. The experience has been awful. I will never use John Lewis again for kitchens/bathrooms, and it's put me off using them for carpets and curtains to be honest. For the £25k I spent, I would expect a lot more. Go elsewhere!!

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Mgagl's Response to Gr4eme's Review

Written on: 09/10/2022

I also tried to buy my kitchen from John Lewis. I am a busy professional and I wanted efficient service. We went to the showroom. There was nobody there to help. They told us to book online. We got an online appointment after a week. The guy didn’t manage to log on and we spoke after 20 minutes of trying over the phone . I had a budget of 25000. I could not understand how this worked. He did not send any drawings of the kitchen and he didn’t follow up. Very chaotic service. I didn’t have the time to chase it so we opted for a local company

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Was this review helpful? 20 0

“John Lewis nightmare kitchens”

★☆☆☆☆

written by Marlonx485 on 08/09/2022

Mistakes in the quote, incorrect items ordered, incorrect items sent or missing. 16 weeks without a sink or even a temporary worktop. 23 weeks for a functional kitchen with all storage complete, but issues with mis-alignment of the units remain. Work and goods have been paid for but not undertaken or received. Major mistakes in the original design. The modified design has not been installed correctly, a floor standing cupboard has been mis-aligned, resulting in an expensive mistake in the quartz worktop (purchased from alternative company). Requests for refunds have been met with the John Lewis ‘catch 22’ that states that ‘goodwill compensation’ will be not considered until the ‘kitchen is complete and I am happy with it’. The worst customer service I have ever encountered. Since writing to the CEO, I have been offered a pitiful amount as ‘goodwill compensation’ (amounting to less than 6% of the total amount paid and way short of the amount required to correct their expensive mistakes). We were told that a John Lewis’ senior fitter would be undertaking the work, which we assumed meant an employee of John Lewis. Instead we have had a series of contracted and sub-contracted trades people involved. It has been impossible to discover who is in overall charge and who is responsible for quality control or for signing off the installation as complete.

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Was this review helpful? 20 0

“Would recommend John Lewis kitchens they are very...”

★★★★★

written by Newman789 on 18/08/2022

Would recommend John Lewis kitchens they are very efficient from the design the case manager the fitters all very good .We were told a date for the kitchen to be fitted and they were here on time.Very clean and tidy cleaned every thing away at night after they left Couldn’t be more pleased with my kitchen

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Was this review helpful? 4 8

“Dreadful customer service awful cheap units.”

★☆☆☆☆

written by caMcKinnon146 on 05/08/2022

It'd be a very long story but in a nutshell JL provided shockingly bad wooden worktop that didn't match in any capacity at the joins. Like seriously in your face bad. Refused to replace and basically took the p. almost smirking as they did it. Eventually sent us a scrap of uncut, untreated wood to replace the poor top! It went in the skip. The units chip so easily and the small inserts drop off swiftly. I'd never recommend a John Lewis kitchen. From the start by way of the utterly disinterested kitchen 'designer' aka salesman which should have halted me progressing, through execution to aftercare and into the daily use of the kitchen was an absolute joke. Go to Howdens, they know what they are doing and it's not solely about staff bonus day and profits. And I worked for John Lewis!

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Was this review helpful? 14 1

“Disappointing ”

★☆☆☆☆

written by 490Calhoun on 23/07/2022

I would describe my experience as similar to the others who posted one star reviews. I went with JL as I wanted to have a hassle free experience but that turned out not to be the case. The planner was excellent but after this everything went downhill. I think you would get better customer service returning a £5 tin opener than you do for a £20k+ kitchen. The time frame given for completion was very unrealistic and letters of complaint went unanswered. Communication is poor as emails go to a generic email address and it took days to get a response (if any). I am a loyal JL customer and over the years have bought most of my big items there. The whole kitchen purchase experience has been nothing but disappointing after I left the planning stage. The quality of the actual product is difficult to assess at this early stage so my star rating relates largely to my experience and not the quality of the product. I note the cupboard doors seem to show every drop of water but other than that no comment at this moment in time.

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Was this review helpful? 12 0

“Appalling service from John Lewis Kitchens”

★☆☆☆☆

written by on 16/07/2022

Wish I had read these reviews before we ordered our kitchen from John Lewis! The JL kitchen planner was very helpful, original installation date was set for 28 March 2022, at three weeks notice this was then put back to 9 May. Once the project was started, the wrong worktop was sent, two cabinet doors were damaged, a light fitting and a transformer were missing. Getting the fitters back on site was a nightmare - we were only offered apologies not dates by the JL contract manager. The work was completed nine weeks after the start date! We had been quoted up to 3 weeks. I kept a timeline of the delays and cancellations and contacted JL complaints department. They have finally replied 'within your contract, it does outline that fitting a kitchen is a building project which will disrupt your routine and that whilst we will try to finish your kitchen during the initial installation period, remedial work may be required which can extend the original completion date.... Your finished kitchen has been completed in accordance with your contract....we are sorry for your journey and hope that this will not affect your view of John Lewis in the future'. We chose John Lewis to supply and install our kitchen believing that the project would be handled professionally. It was obviously subcontracted to outside suppliers and the lack of communication and customer service was appalling with the inconvenience of not knowing when the installation would end. Absolutely no compensation in acknowledgment of the unsatisfactory service.

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Was this review helpful? 14 0

“Do not purchase a kitchen from John Lewis”

★☆☆☆☆

written by tfRivera1957 on 11/07/2022

started the kitchen process with John Lewis 8 Feb 2022. Appliances not ordered for 3 weeks post payment of deposit. Kitchen order has now gone missing and they will not hit the install date. The planner was very good but is being let down by John Lewis employing support people who are not qualified, no training and or are unsuitable. They do not have enough qualified sub-contractors to fit the kitchens and are taking orders they cannot fulfil within a reasonable and acceptable time. In short John Lewis should not be in the Kitchen game they are incompetent. Complaints to the CEO get intercepted either she is running a bureaucracy or is being blinded by what is really happening at John Lewis. Simply their processes and the people managing the processes are deficient and if they don’t pull their finger out it will decimate their profits. Simple message DO NOT BUY A KITCHEN from this company they will take your money but burden you with the worries.

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Was this review helpful? 10 0

“Do John Lewis not need my money?”

★☆☆☆☆

written by Watsonvx1947 on 09/06/2022

We approached John Lewis to discuss a new kitchen. The lady in store was very helpful and professional. However the kitchen planner, although a nice man, was very negative to our suggestions. He emailed a plan but we never heard from them again. No phone calls, no emails, nothing. We have now ordered through Park Furnishers who were much more professional and very positive about our ideas and gave us our ‘wish list’. Do not be mistaken by the John Lewis name.

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Was this review helpful? 9 0

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