John Lewis

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John Lewis
★★☆☆☆
2.0
26.0% of users recommend this
Click here if this is your business
  • Quality of service

  • Layout of shop

  • Value For Money

Summary

John Lewis is now one of the largest Department Stores, We have many John Lewis reviews. So why not write your John Lewis Review on John Lewis Online or John Lewis UK, it could be about anything, from the John Lewis Gift List to John Lewis Flowers. Tell others now about your experience with the John Lewis department store.
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Latest Reviews

“Avoid John Lewis”

★☆☆☆☆

written by chesterlaw on 20/03/2024

We paid over £1000 for a new oven- see below for what John Lewis did next. I am at home recovering from major surgery and have to use walking sticks to get around. When the job was completed we were told everything was ok, and the paperwork was passed down to me at the far end of the kitchen to sign. However, when I managed to get to the oven we could see that John Lewis installers had damaged the microwave and attempted to cover it up. The installer attempted to leave quickly, but I managed to get him to come back and look at the damage. He denied having caused the dents in the microwave above the oven. Consequently, I asked to look at the photograph he had taken prior to the commencement of work. He looked guilty and said that the photograph had been sent off, so it was no longer available! This deceitful behaviour is shocking and as we looked around we discovered more damage to our kitchen due to negligence/carelessness. I made a formal complaint immediately and requested the photograph that was taken prior to the start of work – that will prove they caused the damage. This had to be requested on four separate occasions, before it was reluctantly provided. Since raising the complaint on 6 March I have escalated the complaint to Executive level. Today I had a phone call to confirm further delay and that despite John Lewis damaging our Neff Microwave Oven, they will not replace it because it still works! Who would accept an expensive kitchen ruined by John Lewis - and being offered some small compensation. You are warned - If you care about your home stay away from John Lewis Sadly, John Lewis is no longer the great company it once was.

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“never use John Lewis again very poor customer service”

★☆☆☆☆

written by on 15/12/2022

My son brought a washing machine from John Lewis along with their Installation service . They delivered & un packaged the machine but said they were unable to fit it as they did not have the right tools but said it was ready to install . Installed washing machine & put it on for the first time & it made a horrible sound & stopped working the Installation team had left the transit bolts in . Contacted john Lewis & they are not intererested in helping & have only refunded cost of installation & will not replace machine . So my son has been without a washing machine for over 2 weeks now !!

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“First class customer service”

★★★★★

written by Harding01 on 11/11/2022

My experience was actually very good. I purchased an expensive Dualit kettle from John Lewis and had it delivered to my local Waitrose. Three months later the kettle develops an intermittent fault where it stops turning itself off. A call to the John Lewis electrical support line where the helpful young man, arranges a new one to be dispatched immediately and for me to return the broken one to the local Waitrose store at the same time as collecting. In addition the kettle had decreased in price since I had bought it and he promptly refund the £8 difference. All in all a first rate customer service experience.

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“Abysmal Call centre”

★☆☆☆☆

written by MikeH71 on 25/07/2020

I have been trying to purchase an item from my local store. Unfortunately I am unable to attend in person so tried to contact them via published contact number. Ended up, after a 15 minute wait, talking to an off shore call centre. Eventually got across what I wanted after speaking to two different operators! They said they would email the local store with the information. I had to go out for a medical appointment, when I returned, there was a voice mail from my local store with a contact number and extention. Could I ring that number, not a hope in h**ll always to the offshore centre. Now into 25th minute listening to that awful music and still no closer to getting an answer. Soon John Lewis is going to lose a £300 order as I look elsewhere. Please John Lewis, if the local branch provides a customer with a contact number, let there be a way of ringing it?

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“Going Down”

★☆☆☆☆

written by BrycenAnderson on 07/01/2020

Sadly this great company is following Debenhams and do not even answer the phone if you have a problem. I will miss you J L.

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“Abysmal Customer Service”

★☆☆☆☆

written by stumack404 on 23/11/2019

Abysmal Customer Service - Selling Products not fit for purpose. The following e mail sent to John Lewis explains all and yes, they are refusing to give me my money back. Do not deal with this company. you only find out what organisations are like when there is an issue. You have been warned. I purchased the Hoover DXC9TCEB/80 from John Lewis. At the point of purchase I paid £299 plus delivery & installation. The Hoover DXC9TCEB/80 is unfit for purpose. The tumble Dryer was delivered on Thursday 14th Nov 2019. The packaging was removed and disposed of by the John Lewis delivery team The old dryer was removed and the new dryer was positioned by them. The dryer was first operated the next day and found to be faulty. When the dryer operates, a loud repetitive thud noise comes from the drum area. This noise happens with a full, part or empty load. Also, when the drum is moved around manually, the same noise is heard. Almost, assuredly a faulty bearing. This fault has been relayed today to John Lewis customer services via telephone, with the first person spoken to being very helpful. At this stage I was happy to accept a replacement dryer of the same make and model, or similar to get things resolved as quickly as possible. However, following the abysmal experience I received with one of the engineers in the technical support department. I decided to ask for a refund. Unfortunately, the engineer was far from helpful and extremely argumentative. The exact opposite of what you would expect from a customer services experience - particularly from a supposedly reputable company such as yourselves.. The Consumer Rights Act 2015 makes it an implied term of the contract I have with John Lewis that goods be as described, fit for purpose and of satisfactory quality. As you are in breach of contract and I've owned the product for less than 30 days I am within my statutory rights to ask for a full refund of the original cost paid. AS YET NO REFUND OR CONTACT FROM JOHN LEWIS. MY NEXT STEP WILL BE TRADING STANDARD AND THEN TO THE SMALL CLAIMS COURT.

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“What a shame now no old fashion values!”

★☆☆☆☆

written by anMcCarthy494 on 17/09/2019

What happened to JLP old fashion values?? They appear to have forgot this is what made them! Today we travelled up from Cornwall to Exeter store total waste of time! Went to the Bed department was ignored by three staff for fifteen minutes till a manager passed by and asked one of them to help us. So this “thirty something” in shorts and a T shirt then completely dismissed what we asked and continued to talk over us. Given this could have been his easiest sale, he then tried to treat us like idiots on further simple questions. Eventually I got a “word in” to ask a delivery time to be told six to eight weeks on a bed against two competitors who offered us two weeks for the same bed! When we questioned this he just walked away!? As past a JLP partner and supplier for nineteen and twelve years respectively, what a sham and a shame they lost a sale for £1600! Is it the new Tesco management or just arrogance and bad training? No wonder profits are down! Went to Benson for Beds and got excellent service two week delivery and a better price ( than with partner discount 25%)! Something we NEVER thought we would say! Lost our business now and for ever, remember JLP one bad review or experience is worth a hundred in negative PR!

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“The worst service ever from John Lewis”

★☆☆☆☆

written by EveMendoza on 24/05/2019

The worst service ever from John Lewis The worst service ever from John Lewis, I bought a camera online had it delivered to Waitrose in Surbiton, returned it the next day unopened to Waitrose in Surbiton, as I decided on a different brand. I have waited 14 days for the refund, called them from abroad as I am travelling to see where the refund is and they told me they do not know where my returned item is and that I have wait 3-5 more days for an internal investigation and they refuse to refund my money. I have an email confirming that I returned the camera through Waitrose giving ref numbers etc. Customer service said they would come back to me today, needless to say it's close of business and not word from them!!!! Unbelievable appalling service!!! I am still waiting several days after my complaint and NO REFUND!!! It has been 3 weeks since I returned the camera! APPALLING SERVICE. I am suffering for their internal error!

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“Free phone number for After Sales problems”

★★☆☆☆

written by AnnieHughes297 on 24/02/2019

John Lewis, you need a Free phone for After sales problems. It has cost me nearly £10 in phone call charges, and a lot of hassle, to get a replacement for an item worth not much more which was covered by your guarantee.

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“Replacement faulty tv”

★☆☆☆☆

written by PeterTKent on 13/12/2018

I spent £3,500 on an old TV and wall mount. The TV developed a problem after 2 weeks. I had a nightmare in getting them to sort it out. They had no record of the sale, after showing my receipt they acknowledged my purchase, then proceeded to put every obstickle they could in the way of replacing the TV. I almost lost the will to live over the problems they caused me and time I spent sorting the problem. To say their customer service was bad is an under statement. All the worst trait are practiced there, not returning emails and phone calls, making false promises etc. etc.. I made each person I spoke to put the call details on their system using a reference they gave me. Then on the next call I was told the reference number was not found. In short, don't buy there unless you want an unbelievably bad experience! The only good thing to say is their delivery drivers are brilliant.

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“Expensive home insurance company”

★☆☆☆☆

written by Stephenliveley on 30/09/2018

We have been with John Lewis for years with home insurance and contents .never had a claim . This year they have put up our insurance by £50 ,there reason we only have one bathroom in the house even thou we have another closet with toilet and sink . What this has to do with a price increase I fail to see. Once again loyalty means nothing to them and they treat there customers with utter contempt. We have since been on compare the market and found they are close on the highest prices by miles for 5 star companies. We have saved hundreds from another 5 star company . Well John Lewis you have lost us for good and I hope this review leads to others checking prices with other insurance companies and leaving you . You know the way house of fraiser went ,you could well be heading the same way when you treat customers like this.

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“Dreadful customer service once they have your money”

★☆☆☆☆

written by 12661 on 24/08/2018

Great when they take your money in the shops and on-line, but the moment you have a problem, they simply don’t care. Bought a brand new Miele Fridge Freezer for £770.00, paid extra for next day delivery, took a half day’s unpaid leave to wait for the delivery, the unit arrived, was told not to switch it on for 6 hours so was not able to check the unit was OK before the delivery driver left. The unit simply did not work from day one, the digital just went blank and it never cooled either the fridge or freezer. Reported the fault the next morning and was told by their technical services department that they would not be able to help until I gave them the serial number. Explained I was at work and they said without that they could do nothing to help, asked to speak to the manager and it was the same story. I left work finally found the serial number (not on the door, or on the back wall of the freezer section but on the wall of the fridge underneath the cold draw)- how would they have expected an elderly person to jump through all these hoops I don’t know! They told me that I would have to wait another 6 days before they could deliver a replacement and pick up the faulty unit - I explained that to expect me to wait another 6 days for an essential item such as a Fridge Freezer was unacceptable and they basically said tough thats all they could do or I could cancel the order. I cancelled the order, was told I would have to wait 5 to 7 days after they had collected the faulty unit to get my money back - strange as they took it out within hours of me buying the fridge freezer! This means I would have to wait nearly 2 weeks to get money back in my account, crazy! Incidentally , I called John Lewis Ipswich and surprise surprise, if I bought a new one that could be done on next day delivery! I subsequently bought a replacement from another high street retailer, not only were they cheaper but gave me a one hour delivery slot the night before and were able to deliver on within 3 days Lesson learnt, John Lewis are inflexible when it comes to helping their customers and have a very poor attitude to helping customers after sales. I would usually spend around £2500 each year with them, however going forwards I will never shop with them again or recommend them to anyone. Customer service is all about going outside of normal terms of business to resolve problems, its what the retailer does when there is a problem that defines how good they are.

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“Not an on-line store - let you down.”

★☆☆☆☆

written by mrregars on 20/03/2018

Terrible communication. Awful Delivery. Don't offer compensation they agreed in writing. These guys are not a good online retailer. I bought a phone on-line from John Lewis (or actually a "trusted partner") using gift vouchers. After 7 days with no delivery I called them up only to be told that it wasn't in stock and there would be a delay and I was given a new delivery date and given £25 to say sorry. After waiting for that delivery date I called in again only to be told that there was a further delay and given a new delivery date that was now 1 MONTH after purchase. The email follow up confirmed that once delivered John Lewis would offer me gesture to make up for the poor service. After the phone was finally delivered I heard nothing about this gesture and called in - only to be told that the original £25 was enough! I only called them about this as they had told me I'd be offered something! What a waste of time and REALLY annoying!

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“Repeated terrible experiences when buying large items...”

★☆☆☆☆

written by on 02/01/2018

I ordered a SMEG cooker from John Lewis, it took them a month to deliver it and when it finally came it was completely damaged. They left a half opened oven in the middle of my kitchen for another 3 weeks!! I ordered a fridge online which I needed urgently and a week after I'd ordered it they contacted me to say that despite advertising the fridge on their website and letting me pay for it, they were unable to supply it! Foolishly I ordered a sofa from John Lewis and it look 3 months for them to deliver it and when it finally came they had attached the wrong colour legs - it's been 3 weeks and they still haven't sent me the new legs (which I will have to fit myself) Every time I've called I've waited minimum 30 minutes to get through to anyone. Truly, truly terrible customer service - slow, sloppy and useless staff on the whole. I would give them zero stars if that was possible on this website. I used to be a huge fan of John Lewis and thought that by going for them, although I'd have to pay more than if I'd shopped around, I would get a quality product and great customer service. This was totally not the case and I would encourage everyone to shop elsewhere - certainly for large household items. They are incapable of effectively supplying customers with products. I would never order again from them.

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“Horrendous customer service”

★☆☆☆☆

written by Batchelor378 on 23/12/2017

Placed an order for Christmas presents on 15th December, stupidly thinking that this would give John Lewis plenty of time to deliver for the big day. Received notification that Hermes was the courier. No delivery was made within the requisite 5 working days, so I chased John Lewis. They were informed that the delivery had been lost, and that a case had been launched. I was assured that someone would call me back within two hours. After two and a half hours, I called them, had to wait for half an hour until someone was available due to "high volumes of calls" (come on JL - it's Christmas, you should expect this). Eventually I get through to someone, who then puts me on hold for another ten minutes while they go and investigate. He comes back saying that he has spoken to Hermes who had launched a case and that someone would call me within the next 24 hours! Not much use as we leave for Christmas in the morning. Unhelpful, unprofessional, unsympathetic, absolutely clueless. I would expect more from an organisation such as John Lewis, which prides itself on its so called customer service. If they can't trust the courier service that they contract with, either change the courier, or employ more people in your customer services department to deal with disgruntled customers. It's not rocket science John Lewis.

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“E-Gift Card”

★★★★★

written by Crimea23 on 12/12/2017

My mother in law bought a John Lewis e-gift card for me for my birthday but included a typo in my e-mail address by mistake so that I didn't receive it. I e-mailed John Lewis, and the Customer Service team replied extremely promptly and sorted out the mistake. I received my e-gift card the same day by e-mail. I was impressed by this service and am now looking forward to spending my voucher!

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“Poor Customer Service and Overpriced.”

★★☆☆☆

written by modo2 on 07/12/2017

I went to Bluewater store to purchase a small Pure DAB radio. Were unable to listen to any of the radios on display as the stands were without power. The staff didn't have any decent knowledge of what was on sale. We moved a Siesta radio to another area to power it up but it was unable to pick up a DAB signal. I was told that wifi reception in the department was terrible... maybe thats why the stands weren't provided with power? I purchased one, based on reviews, with a card. I set it up at home but after a few days decided to take it back for a refund as the sound quality wasn't very good. The receipt had been lost so I rang customer services to check that the Oxford Street store could provide a refund. Also I wanted to be able to check out what was available on a display with power. I was told the Oxford Street store could look at the Bluewater transactions and provide a refund onto the same card. Oxford Street store refused a refund and offered a credit note. I challenged this based on my customer services conversation and was told they would have to ring Bluewater store...so I asked them to go ahead. They then told me they couldn't do this due to confidentiality issues. I asked what the specific issues were at which point the customer services agent disappeared onto the shop floor. He returned with a manager who repeated the confidentiality mantra. I again asked for the specific issues to be told it was financial and they couldn't discuss my bank details over the phone. Why they would need to do this, rather than simply confirm the transaction detail is a mystery to me. (Whats that smell?) I authorised them to discuss the details and offered my bank details to them. They then both disappeared back onto the shop floor, presumably to discuss it with a senior manager, only to return and refund my card without contacting Bluewater store. This had wasted an hour of my time. I then went back to the shop floor to discover on display the radio model, a Pure Evoke H2, I had always wanted to look at but had been told by customer services that they didn't sell. Once again the staff didn't have a clue about the radios on display. I had a listen to it and checked one or two functions I was particularly interested in and was pleased with the result. It was priced at £99. Having just had the fight for a refund I couldn't face another one over price promises so I left the store and purchased the radio for £65 from Velocity. It was extremely disappointing and why would you bother again? This is the second experience like this I've had at Oxford Street store. The last one was over screen damage to my partners iPad where I had to get a letter from the Apple store in Regent Street before they would fulfil the John Lewis promise. That took three hours of my time and a lot of aggro.

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“Gift Card Sorted!”

★★★★★

written by JohnH64 on 21/11/2017

I had trouble with an e-card gift voucher as I mistakenly sent it to the wrong email address. I phoned the gift card line and spoke to a very knowledgeable and helpful John Lewis Customer Solutions Advisor who was able to amend the details and have the gift voucher re-sent to the correct address within minutes. The whole process was easy. An excellent customer service experience.

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“Gift voucher sorted”

★★★★★

written by on 16/11/2017

A hard copy gift voucher for lost in the post. I called John Lewis (call was answered quickly) spoke to an intelligent and helpful human and got it sorted out. Everybody happy. I even got a follow up email form the JL employee that did not appear to be a template email. I feel good. So not impersonal.

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“Awful customer service ”

★☆☆☆☆

written by Tommyhlfc on 07/11/2017

Recently bought an indesit tumble dryer in the Liverpool one store. Staff their were excellent and I had no issues........ The item I wanted was out of stock but they had one that had been refused by a customer as they had cancelled their order, this was discounted by the store assistant. The initial communication was good and a delivery time frame was given. When the product arrived it was unpacked by a very helpful delivery driver who took the packaging away. When switched on the dryer made one almighty racket and a burning smell. The next day I phoned up and told them the issue, they said we will arrange for an indesit engineer to visit to rectify the issue, I refused stating these were apparently new white goods and no way was an engineer to visit. After a number of prolonged calls I refused the engineer and cited in the first 30 days my consumer rights to reject. Only after me telling them I was taking it to the store personally a manager authorised a replacement. We were given a time frame again for delivery, an indesit engineer turned up to take the tumble dryer away, of which John Lewis claimed they knew nothing about this pickup. No replacement dryer was brought, even though they said it was 100%. Again I phoned and was given an excuse that indesit were delivering to John Lewis and then on to us. No delivery has been made, the promised telephone call on Monday never came. I have phoned tonight to be told I can’t access your details as I work on the internet side even though 3 times I have spoken to somebody via this number. It is quite clear they are working with indesit to bring back the original product. I have the serial number and should it be delivered back I am getting trading standards involved as the good we’re not fit for sale. Awful first time customer experience.

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Asked by JJJ123789 on 16th November 2014 Report this content
Has anyone using John Lewis online had problems with their delivery partner Hermes? They seem to use a network of self-employee drivers with old and unreliable vehicles who exchange parcels at the roadside. There is no proper control and remedial action if a vehicle breaks down leaving customers waiting for non-delivery. It is not the service expected from a 'premier supplier', who when using their own staff used to have an excellent reputation for service.

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Answers (2)
Report this content OldWomble Written on: 17/11/2014
I personally have had dozens of items delivered by John Lewis and, so far, they have never let me down. If possible I only purchase from JL as their customer service can only be described as excellent so I would not worry too much. I'm sure if they let you down they will compensate you unlike other suppliers who wont want to know!
Report this content GrumB Written on: 18/11/2014
I agree with OldWomble in that I have considerable confidence in John Lewis and in some of the other major suppliers. There are indeed some delivery people out there using unmarked vans, usually white and/or bearing hire firm livery. Has anyone ever seen a van with Hermes written on it? The problem is, I can't remember who has delivered what. Moreover we sign the electronic thing and there is no paper record with the delivery firm's name on. Some of the "white van" type of drivers are ill-informed and do not know the local area, in marked contrast to better firms (I would single out Parcel Force, DPD, UPS, and Night Freight, but that is not to exclude others) where the drivers know their round. My only experience of Hermes that I can recall was, having bought something from an Ebay shop, the seller had difficulty getting Hermes to delver here because we are out in the sticks. So they had to get someone else to do it! I am going to try and keep a record now of deliveries. I would always maintain when buying anything online etc that the seller is responsible until I get it (I sell things on Amazon and that rule applies to me).
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