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.

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.

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

I bought a phone for my sons birthday. It didn’t work properly from the start. I tried to return it in December and JL arranged collection by courier from my home. Courier never arrived to collect the phone and so I called them. They apologised and said they had made a mistake and I would need to take it to the nearest store. By this time, I’d lost a number of days. I took it to the store and explained my son has special needs and was reliant on his phone. This was disputed by JL and they were quite honestly disinterested in the needs of a vulnerable young person to have this back as quickly as possible. I was told 28 working days for return. Up to this but couldn’t specify or help and fairly disinterested in helping. This shop has certainly changed. The phone was returned to me quickly. However, it was locked. It isn’t clear if it was locked because it didn’t recognise the passcode (the reason it went for repair) or if the company eho repaired it had locked the phone. The phone wouldn’t switch off either to reset it remotely and do I was told to let the battery run down and return it to the nearest JL to reset it (an hour away). I refused and complained and the final decision in the part of JL was to tell me that the phone had been repaired (I have no evidence of that as I can’t use the phone) and that I needed to contact Google directly as my contract was with them. After the problems with JL, there was no way I was contacting another company. I didn’t buy the phone on a contract but outright and it wasn’t locked so why they believe I have a contract with Google is beyond me. So I have a phone that is apparently repaired but not fit for purpose since I can’t actually use it.

Don’t shop there anymore, if you want the goods to be delivered damaged or dirty then go on shop

Ordered a three piece suite in June 22, and despite numerous Emails advising of it progressing to schedule, eventually after spending hours, days and weeks chasing x5 separate people, established we MAY get it by 10 weeks beyond expected date, without any guarantee!. Compensation offered was derisory and insulting. The old levels of Customer Service that used to exist from JL are a thing of the past. DON'T WASTE YOUR TIME AND GO ELSEWHERE!!

I bought two mattresses in-store for my children. We are moving into a new flat. I asked 5 times specifically: "will the mattresses be delivered on 18 November otherwise my children have no place to sleep". Answer 5 times: "yes sir yes sir please don't worry sir it will happen on that day". We are now 18 November, and I have been told the mattresses will not be delivered. Company has point blanked refused to show any flexibility to fix this problem which is entirely of their own doing. Company obviously does not think its customers' children deserve some higher level of priority. Never have I seen such a compound of incompetence and disregard. Awful is the only single word for it.

Samsung Fridge Freezer If there was a minus John Lewis would be awarded minus stars. After hours of telephone calls and numerous cases raised, my faulty fridge freezer was returned on 7th November. The manager promised a refund and a good will payment upon return of the item. No good will payment has been received and I am now being told that I will get a credit voucher. I have already purchased an alternative appliance from them and need a refund to my card. Really very simple. Lady in refunds promised somebody would call be back on 10th November. No call has been made and it is now 16 November. I have now had to chase JL again for the money and have been left on hold for over 30 minutes whilst I am passed from department to department. This is now with the Technical team who says he will get this sorted. On top of this I sent two chasing emails last week with zero response. Online it shows my open case with no action required! I am now going to complain to the Ombudsman about John Lewis complaints procedure and communication process.

Had a awful experience using John lewis. Brought my wife a Dyson hair kit that she has wanted for a long time for her birthday. Cost £480 and you think your money would be safe as you are buying from them and the delivery is signed for and tracked. We never received the parcel and on the tracking it said it was delivered at 12.30 even tho me and my wife didn't get home until gone 5 and their was a x in the box. They didn't leave any calling card to say they tried to make delivery or delivered to a neighbour which I have checked with them. So basically John lewis have just taken £480 from me and all they say if you got a issue contact your card provider as its nothing to do with us. Absolutely disgusting service and if you care about your money I would avoid at all cost

Long story short, John Lewis you are disgusting Even after. Learning the order was from a Primary School for underprivileged church, all you cared about was negative review iI posted on Trustpilot. Shame on you

I ordered and paid for two sofas for around £2,000. After three months, I got an email from a 'no reply' address ordering me to ring them to arrange a date for delivery. When I did, a woman who I could barely understand wanted my address and then said it was wrong! I have the order and the postcode is correct. On Monday, they are delivering a carpet to the same address but it appears they intend to hang on to my money and my sofas indefinitely. Now they don't even answer the phone.

One of the worst orders I have ever made. Missing item and told this needs to be investigated. Ok I can accept that even though regardless of the investigation I am still missing an item. This started the end of November and as of yet no real update. I have called, spoke by email and online chat and always the same 'still being investigated'. Absolutely shocking service won't use John Lewis again UPDATE: Thought I would update daily to show the customer support offered by John Lewis. After one day of the response still nothing from the company. UPDATE: Another day still no update or resolution from John Lewis. Called again and Facebook messaged and Twitter DM sent with no response either. UPDATE: Just had a Twitter dm from John Lewis asking me what item is missing now. Over a month now, no resolution and absolutely shocking service. UPDATE: New year and still nothing from John Lewis. Matter is still being investigated coming up to 6 weeks now. UPDATE: So still no update from John Lewis so I started the case through PayPal. John Lewis now respond within hours? They have asked now I raise to the police. Which I have done but now it's show John Lewis have wasted a whole month and I have resolve their issue myself. Fantastic service by John lewis. UPDATE: Another update from John Lewis today letting me know they are still looking in the matter. 6th January 2022 order placed end of November. Please steer clear of John Lewis cause if you have an issue they won't help. UPDATE: After 6 weeks I got a response from John Lewis. In short we delivered something so tough. Great company Good afternoon, I hope this email finds you well. I am mailing you with regards to your recent order. After looking into this we can see that the item was shipped out in the parcel. As our investigation has confirmed that the item was delivered to your address, we will not be able to issue a refund or replacement on this order. It is always disappointing when we are unable to reach a conclusion which is satisfactory for our customers however occasionally this is unavoidable. I am sorry this has proved to be such an occasion. If you are still disputing this, you will need to contact your card provider and raise a retail dispute for non delivery of goods. As part of this your card provider will look to reimburse you for the cost of this order and will also contact us on your behalf If you have any questions regarding this process, please contact our customer services team on the number below. Kind regards,

Called Poole number from Google. Waited 12 mns before call was answered only to find that it is a call centre. They would send a message to Poole store to get in touch. Queried how long that would take as I wanted to pop in to sort out furniture for my new home. By end of day! Seriously? I cannot hang around waiting for a call which may or may not happen. So disappointing as I have always purchased from JL in the past and loyal customer for many years. What is happening at John Lewis, no longer the country's favourite store...I am going elsewhere.

Ordered a parasol and base on 14-07-21. Parasol arrived promptly. The base was out of stock with new stock expected within 1 week. FOUR WEEKS LATER base back in stock and delivery arranged for 18-08-21. 18-08-21 the Delivery Team arrive and promptly drop the base, smashing it on my driveway. I contact Customer Services who informs me that he is unable to arrange an exchange because he can't access the relevant system. Arranged for someone call me back. Contacted a couple of hours later by a Complaints Handler who told me that the item was out of stock (again) but more stock was expected in a weeks time - where have I heard that before? Clue: see above! Rather than offering to organise the replacement she wanted to refund me the cost of the base and for me to place a new order! I explained that the item was out of stock on the JL website. She said there was 573 units expected. She was however unable to tell me how many people were waiting for those units. As a new order my base would be at the back of the queue with no guarantee of it arriving before the August Bank Holiday. For a company that prides itself on customer service this is shameful. I have cancelled the order for the base and instructed them to come and collect their parasol as it is of no use without the base. I'll take my business somewhere it is appreciated

Literally worst customer service experience ever. My premium OLED TV had a fault which was found after just a few months, but after trying for weeks to get it collected and fault investigated John Lewis have done nothing other than fob me off and waste my time. Its amazing how a company famous for great service has become the lowest of the low. The John Lewis approach to customer service for expensive electrical seems to be as follows: 1. Keep the customer on hold as long as possible and hope they give up 2. If customer does get through tell them you need to call another team and put them back on hold again for as long as possible 3. If they stay on the line either cut them off so they have to start again or tell them someone will call them back later (even though they never do) so that they have to start again 4. If customer escalates a complaint or insists on a meaningful response, then claim it is a manufacturer responsibility and fob them off to the manufacture who will also try and fob them off before eventually say it is a John Lewis responsibility as only a few months old. 5. Start again at step 1 This isn't an exaggeration, this is literally what I have experienced for well over a month despite repeated calls, emails and complaints. In the end I had to write off the cost of the expensive OLED TV and am needing to take legal action to recover the costs. In summary there is no longer any reason to use John Lewis, just buy from anywhere else that will actually honour their consumer rights obligations.