John Lewis www.johnlewis.com

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John Lewis www.johnlewis.com
★★☆☆☆
2.0
25.0% of users recommend this
Click here if this is your business
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Latest Reviews

“New management worse ”

★☆☆☆☆

written by catzrob on 07/03/2024

Sold me a laptop that failed completely after about a month and refused to replace it.

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“Appalling Customer Service ”

★☆☆☆☆

written by pinkspeedos on 12/01/2024

I bought my apple laptop from John Lewis in 2021 with a 2 year warranty. The keypad became faulty. I phoned John Lewis and was told to return the item to my local Waitrose. I was given no tracking number or QR code. Waitrose explained that the John lewis customer service has been outsourced and they don’t understand their protocols. After an hour on the phone I managed to give John Lewis a tracking number from Waitrose. 2 days later I received an email saying the item cannot be refunded and was on its way back to me via DHL. When I spoke to John Lewis Customer Service they said that the laptop was on its way back to me, as they connect give me a refund. i explained that the product was faulty and that I didn’t want a refund but that it needed to be looked at by their technical team as it was faulty, I was told to return it to them when i received it back. The laptop has never arrived, this was over a month ago. The tracking number from DHL does not work and JL assured me it was collected. I phoned customer service every few days. they say they will look into it but never do. Effectively John Lewis has lost my laptop and with my identity. John Lewis have taken no responsibility for this issue. or done anything to resolve it. each time i phone i am told the same thing but there is no progress. I now have no laptop, no compensation and no way of speaking to anyone that can help resolve matters. I would think very seriously about purchasing an expensive item from John Lewis again as their customer service is completely incompetent, unhelpful. i have been left without a laptop and with no one i can speak to who will resolve the issue.

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“How to lose a future customer”

★☆☆☆☆

written by chrisb99 on 04/01/2024

Online is a nightmare solving problems. Purchased a special Xmas present for my sister in law. One expensive item was not correctly supplied. To get a refund I had to spend hours inconveniently sending the wrong item back ( my sister in law is a busy nurse ) via Evri ....oh yes that feels likely to succeed My money is being held to ransom by a highwayman. I had to go to Ebay to replace the item as JL was out of stock. I spent several hours talking to various customer service agents who could not solve. I see JL is not what it once was. Spent quite a bit with them this year .....not sure 2024 is going to be a repeat

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“Disgrace”

★☆☆☆☆

written by jimmie8521 on 24/12/2023

Their click and collect delivery service is a total farce. Do not use it if you need something on a specific day. That is my experience. Communication? Forget it.

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“Completely uninterested in aftercare”

★☆☆☆☆

written by Xtinerob on 24/12/2023

Bought a camber double sofa bed - paid £200 extra for ' easyclean' . Got a tiny stain on it, follered the instructions. Now have an even worse patch on my 2 week old £1700 sofa. Customer service - completely uninterested! Just keep repeating whatever is written on their script. Bought from John Lewis because of previous experience with both quality and aftercare. Should have gone to IKEA. Dreadful product and service. John Lewis customers beware!

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“Missing items when delivered - no help at all from JL”

★☆☆☆☆

written by Moore334 on 05/12/2023

An online order was placed with John Lewis for 4 items. I was advised they would arrive in two packages. The first item arrived as expected. When the second package was delivered I was expecting the other three items to be present. However, just one of the items was in the box, the two more expensive items were missing. I immediately contacted John Lewis customer services to explain the problem. A Case was opened but I was told to start a ‘recharge’ request with my credit card. I contacted my credit card provider, John Lewis Partnership Card, who started this process. I have since heard from John Lewis that as far as they are concerned all of their processes were followed, so where are the missing items? I could have to wait up to 40 days to see if my credit card company is successful in returning my money. I have never had an incident like this with any of my other online orders from any company, and would not have expected John Lewis to be so dishonest and basically call me a liar. I am currently £88 out of pocket, and John Lewis have obviously got an issue with their online order process that they are not interested in addressing. I recommend avoiding placing online orders with John Lewis until the number of complaints that are appearing on numerous Review websites reduce and they can be trusted again.

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“Evri, never again. ”

★☆☆☆☆

written by Algernono on 04/12/2023

John Lewis used Evri to deliver my online purchase. Evri did not deliver to my flat door and simply left the parcel outside the main entrance to the complex of flats. Anyone could have taken it and it was simply luck that I found it. I had another John Lewis order waiting delivery. I have cancelled it and will not order from them again.

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“Charlotte Sofa - poor quality filling - unwilling to...”

★☆☆☆☆

written by Mandy13071 on 01/11/2023

After a series of telephone calls to JL regarding 6 week old sagging Charlotte leather sofas we have been told to either put up or return! To return leaves me with no sofas for 10-15 weeks an inconvenience to me the customer or put up with a sofa which does not hold its form, has insufficient and sub standard filling which fails to fill the cushion slip and leave the leather gaping and sagging after single use. JL employed 'independent' technician who inspects merely follows the manufacturers specifications which are not fit for purpose if a sofa has to be plumped and dress after every single use. The said technician agreed that the sofa should not be filled with fibre on the seat but with foam and fibre rap to give it stability to support the leather. The visual images of the sofa online do not represent the product that is delivered and according to one of their aftersales teams comments ' what you expect is up to personal expectation' - I expect to get the product in the image or something similar to the product of view in the store. After saying that I have sat on the cloth sofa in store which has not been left with sagging cushions, I was advised that JL staff plump everything up after someone has sat in it! Nothing on the website or in store states that customers should note that the material contained in the sofa will require constant plumping and dressing in order to preserve the overall appearance of the sofa - who buy something that requires this amount of effort. I want to sit in the sofa not look at it! The price point of the sofas purchased is well above any other high street store and most definitely does match the quality and standards attributed to such a high cost. I have been offered the option to pay the manufacturer additional money for the sofa to be filled so that it fills the seams and cushion covers!! JL refusing to pay or contribute because its meets the flawed specifications. As a customer you are in a no win situation - all we want is a sofa that is fit to sit on without sagging and looking like its 10 years old - clearly something JL are unwilling to consider. You can't even put a review on the leather sofas probably because of the number of complaints they get and the choice from JL to gas light their customers. If you want a sagging sofa after 6 weeks with lumps and bumps and happy to fork out of £3k then this is the sofa for you!!!

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“Awful customer service ”

★☆☆☆☆

written by Vickin72 on 29/09/2023

Purchased an American fridge freezer less than 3 years ago which died. Phoned John Lewis so many times , was told twice I couldn’t make a complaint about the service I was receiving. Managed to get a small amount back to replace the machine but nothing towards the loss of food. Enormous amounts of hassle and weeks and weeks of chasing. Incorrect information on website regarding how to make a complaint. Managed to get a small token by way of a gift voucher for the weeks of wasted time. If you are thinking about a large electrical item don’t both with John Lewis. When things go wrong you will better dealing with ao or currys, and probably cheaper. Something has gone down hill.

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“Dreadful bureaucratic service”

★☆☆☆☆

written by DominikAlmeida on 28/09/2023

Ordered a modern large LED TV. They came and installed the wrong one! They wouldn’t come and re deliver at a convenient time. Spent ages in the phone. Some services folks were abrupt, and the message is “tough, you have to fit in with us”. Didn’t come first thing when they promised for the re delivery. Offered tiny, insulting compensation that wouldn’t even cover the time on the phone. Installers “ok” no more. Forget the old John Lewis. That’s gone. But direct from manufacturer or a decent online site

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“Pathetic, dishonest, disgraceful”

★☆☆☆☆

written by jackhows on 23/09/2023

The most appalling customer service I have ever received. It's not even close. John Lewis delivered & installed a washing machine that flooded and damaged my property & the property below. John Lewis have failed to take any responsibility. MONTHS later I still have a non-working washing machine, water-logged floor, and no compensation or action from JL. UPDATE: All "enquiries" have been carried out and John Lewis has still not taken responsibility. They are the sorriest excuse for a company. Pathetic and dishonest. I will never use their services again, and will be taking my complaint to an external body.

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“Avoid gone downhill”

★☆☆☆☆

written by on 21/09/2023

I am not sure what has happened to such a famous brand. The customer service is awful and have made my order the most stressful and time consuming process. I cannot believe that John Lewis have an inadequate and poor customer service which has left me almost in tears with the worst customer experience ever. I will no longer purchase from John Lewis now. For a company who offer a fabulous range of products and then outsource their customer service centers to companies who are not trained and cannot converse to assist. The worst experience for me

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“Bad service”

★☆☆☆☆

written by Sabdul on 16/09/2023

I order tv and I paid extra money for the next day delivery, and they called me before 1 hour of my estimate time, they said ur order didn't arrive if u want next Tuesday, the funny things I have to wait 5 more days

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“Keep it up...”

★★★☆☆

written by ziadentalcare on 04/08/2023

Great Job. Keep it up Guys...

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“2 new mobile phones ”

★☆☆☆☆

written by on 04/08/2023

Purchased 2 phones which were supposed to come with 6 months disney subscription. Tried to access code but really struggled so went back to JL and told that it was in the offer and would work and to keep trying. Yet again struggled so contacted disney + who eventually said my phones weren't in the offer. Went back to JL Who said they'd escalate it and I'd hear back within 48 hours. A week later still no response so I chased them to be told they've been busy. I used to rate JL but I've had a few issues over the last couple of purchases and to be honest they're pretty rubbish now.

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“Nothing but Useless”

★☆☆☆☆

written by paddiscott on 19/07/2023

Nothing but useless, the only words I can describe John Lewis. Sent Laptop in for repair as mouse pad not working, still 6 months warranty left Tech department sent email back saying nothing wrong and sending Laptop back. And mouse pad still not working. 2 weeks without a laptop and come back still with same issue.come on John Lewis you are loosing all your customer's due to your incompetence no wonder you are in the red.

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“Appalling Customer Service from John Lewis”

★☆☆☆☆

written by MacPhersonlk189 on 18/05/2023

I bought a washing machine and drier from John Lewis which was delivered yesterday (17.05.23). I paid for my old washing machine to be taken away and recycled, (which clearly had damage to the internal workings as large amounts of soot was coming from underneath). I pointed this out to the delivery men on arrival. The men proceeded to lift the machine into the air and a large weight dropped out of it onto my new tiles and smashed a big hole in one of them. I got in touch with Customer Services and was told it wasn’t John Lewis's fault it was the ‘fault of the old machine’? Yes, because the machine lifted itself into the air?! I asked why the delivery men hadn’t used a small trolley given they had used this for the new machine to come off their van and I was told ‘not John Lewis policy’, the policy was for two people to lift it out. This is ludicrous, was obvious there was something wrong with the internal workings and common sense should have prevailed to use a trolley. John Lewis’s Customer Service Distribution and Director Relations has frankly been appalling. I was told they would do nothing rectify the matter as it was the'old washing machines' fault? I have since written to the CEO and the Chair, who have both forwarded my complaint straight back to the Customer Service Distribution and Director Relations representative, who was the person who was so unhelpful in the first place. The CEO clearly doesn't take customers feedback seriously. As a loyal customer of over 35 years, the excellent service I have received in the past from John Lewis is no more. I looked on social media and I am not alone with this feeling. John Lewis has historically prided itself on this service and it’s been an amazing USP, but without it the once trusted store will lose it's loyal customer base.

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“FAULTY APPLE WATCH”

★☆☆☆☆

written by Tennantfh162 on 19/04/2023

This company has seriously deteriorated. I have had a terrible customer service experience today regarding a faulty Apple watch. I have been given the run around and passed around department after department with no resolution. I contacted the Head of Customer Service and what a dreadful experience that was too. I have been a loyal customer with John Lewis for many years and purchased a copious amounts of goods, but no more. A resolution was sort for my faulty Apple watch, which I was happy with and then they changed tactics and said the watch had to be sent away and repaired by an engineer. I have emails from customer service agreeing for me to purchase a higher value watch. Beware! Poor customer service experience when things go unexpectedly wrong.

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“Woeful customer service”

★☆☆☆☆

written by Hotrocks on 17/04/2023

Bought a silentnight mattress with a 5 year guarantee and the springs are poking through after 2 years. Customer service have been quite rude and are trying to blame the issue on a tiny rust marks on the mattress which is laughable. I will never shop there again.

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“Appaling and pathetic excuse of an alleged quality outlet ”

★☆☆☆☆

written by paul1966. on 01/04/2023

Absolutely disgusting customer service , take your money and your history , faulty new goods not interested , strongly advise you source your electrical goods elsewhere !!!

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