Disgusting Service

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clivegough's review of John Lewis-Waitrose Partnership Card

★☆☆☆☆

“Disgusting Service”

Written on: 02/04/2019 by clivegough (1 review written)

After being a satisfied customer for many years I now find the level of service totally unacceptable.
12 days ago whilst trying to pay for my shopping in Waitrose I discovered that my card had been blocked for no apparent reason. I rang the customer service department who confirmed the account had been blocked but would not give me any information as to why and said I would just have to wait for a call from the investigation dept. I asked to speak to someone in the dept. and was told they only worked Monday to Friday.
On the following Monday I rang again asking to be put through to the investigation dept. and was told they didn't accept incoming calls. When I queried the delay in them ringing me back I was informed they had a big backlog of calls that they were working through and there was nothing else they could do for me.
After 12 days of waiting for a phone call I rang again and was once again told all I could do was wait and that I should hopefully receive a call within the next week or two. If it does take another two weeks that will be a month from the time of discovering my card had been blocked for no apparent reason.
This is not the level of service I expect from John Lewis and would definitely recommend anyone considering a John Lewis Partnership card to look elsewhere.



  • 1 year and over

    Used card for

  • Customer service

  • Value For Money

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Psua76's Response to clivegough's Review

Written on: 04/04/2019

I'm in the same position. My card was blocked 15 days ago now. It's very frustrating not being able to do anything about it and just being told to wait on a phone call that never comes.

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Clivegough's reply to Psua76's Comment

Written on: 04/04/2019

Did you by any chance have a direct debit payment for 79p iCloud storage as some other customers have suggested this might be the problem?

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Psua76's reply to Clivegough's Comment

Written on: 10/04/2019

No, for me it was blocked after attempting to make an online purchase which seems to have been flagged as an unusual transaction.

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Jonkyb's Response to clivegough's Review

Written on: 05/04/2019

I have exactly the same problem my card has been blocked for 14 days. I have call john lewis finance 3 times only to told i will get a call when they have completed their investigation

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Psua76's reply to Jonkyb's Comment

Written on: 10/04/2019

I was told on Friday they were escalating the issue as it had been over two weeks. Still no call.

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