JohnLewisReviews 79

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

I have to say this after so long buying from the Johnlewis brilliant customer service never had issues but today I have to deal with the stubborn no kindness to solve my issue to Swap one my Cloth Linear Too big that's fine but the way she answered is no kind at all.I know they got policy but the way she answered that makes me so sad and disappointed I think her name something Hinde she said can't hear clearly.I have to write this review for the public to know how good this Johnlewis customer used to be but not anymore like this new unprofessional way of treating customer like this please be aware.

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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.

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.

After reading some of these I see we are not alone. What has happened to John Lewis integrity and customer service. They are failing miserably.

Bought a tv online on thursday and paid extra for 'next day delivery' because I'll be at work Monday-Thursday next week, and wanted it before my wife arrives back on Sunday, as a surprise. Got confirmation of next day delivery by text, then later another text saying delivery between 18.43 and 20.43. At 20.37 I got a call saying the driver had run out of time and it wouldn't arrive. I asked if that meant it comes Saturday which he didn't answer (it was a 5 minute call) and he said someone would call me within 10 minutes. Of course that didn't happen. The website didn't recognise my delivery number but eventually I got someone on the 'chat'. Had quite a long exchange with him, in which he offered me Thursday/Friday next week (the original "free" delivery dates I'd already declined to pay for next day delivery). He offered me an ecard for the delivery charge, which I declined. Eventually he tells me I need to call customer services anyway to agree redelivery, but he gave me a case number. Overnight I got a text telling me delivery was cancelled and giving a link to reschedule and a 'phone number. Tried the link, again it didn't recognise any of my numbers. Tried the 'phone number. Got a polite lady called Victoria, who again offered Thursday/Friday, then Monday, none of which is any good, so I cancelled the order (a tv I can buy anywhere). She then said "3 to 5 working days" to get my money back (they were much quicker to take it). Ok, but tgen I get an email telling they refund the set up charge and the recycling charge, but not the tv (or the next day delivery...)! Called again. This time I got 'Amy' who had a really strange accent and was a lot less polite. She said no refund until the tv is back in their warehouse! I tried to point out that my contract was with John Lewis and the tv was still with them not with me, but it was a difficult conversation. In the end I asked for her supervisor and she hung up. At the moment I sit with no tv and no refund, so I am very unimpressed.

I do not recommend this firm.

After reading some of the reviews of JL I can see I am not alone.
On Tuesday I received a text saying I would receive my order of a washing machine- I haven't ordered one. So I rang up gave them the delivery #, they even give me a link to see the order!
I rang customer service, no as I hadn't ordered they couldn't access.
Today annoyingly I have received a further text, I will receive several more on Monday, as I am at hospital for cancer treatment Monday I resent these interruptions when all they have to do is email the customer to clarify the correct phone number. Presumably the customer is unaware they are receiving the washing machine on Monday.
Second customer service person, you will have to speak to deliveries, but I'm not paid by JL to do customer service, she put the phone down.
Third person ( seemingly in outer Hebrides by the terrible connection) seemed to understand but when I asked her to hold on whilst I checked my text for the order details, by the time I got back, and the phone was still connected at my end, she put the phone down.
So I decided as a JL customer and Waitrose also to complain in my name, bearing in mind I had wasted 30 mins of my time trying to help them out. They could see my name and phone number but started talking about did I know someone who had placed the order. I confirmed I knew no one in HP13 6DB! After waiting 15 more minutes I gave up.
I would think seriously about purchasing any large item from JL with this level of incompetence.
I hope the other customer happens to be in to get their washing machine, or they could end up like these other customers.

Installer kid pressed down on screen when installing and the inspecor scratched screen.screen corrupted yet john lewis dont want to know.absolute terrible treatment. Will proceed with criminal damage prosecution.

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 'it wasn't John Lewis policy', the policy was for two people to lift it out. This is ludicrous, it 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.

Our bed arrived July 2021 and broke April 2023 when my partner sat on the edge, a leg gave way. You can see from the image that the frame itself has split and John Lewis are refusing to do anything at all. You don't expect to buy a new bed frame every two years or less!

Failed delivery 5 times. Table was damaged twice and filled with saw dust and glue. Bought a sofa which came in the wrong colour. Then they failed collection after confirming in the morning. It's not worth buying from here. Customer service are poor too

My lesson learnt: Buy your baby products direct from the supplier DO NOT BOTHER GOING VIA JOHN LEWIS FOR ANYTHING BABY RELATED. It adds massive inconvenience to the process if the product you are sold is faulty and John Lewis offer nothing in terms of customer service, protection or goodwill.

I am a loyal JL customer. I bought everything from pram down to muslins from John Lewis and have been treated appallingly in return.

I was sold a faulty car seat (the car seat was jammed in the isofix base) and only discovered the fault past the 30 days grace period. Given most new parents buy baby products in advance of the birth, it's completely reasonable to expect they won't discover product faults straight away.

Rather than apologising and offering a replacement car seat, JL have subjected me to a lengthy process which will involve the car seat being sent off for investigation and maybe repair for up to 2 weeks (7-10 working days) Only then MIGHT I qualify for a replacement.

When I explained to the customer service team that being without a car seat for 2 weeks, maybe more was not an option for me and could they lend me one in the meantime, they told me there was nothing they would do about it.

2 weeks with no car seat as a new mum. Aside from not being able to get anywhere day to day, I will miss Easter holidays, my nieces 1st birthday and won't have a safe car seat to take on my holiday abroad leaving me to use hire car ones.

When I complained to JL and asked for my case to be escalated, the assistant parroted the consumer rights act and told me she was the highest point of escalation in the whole of John Lewis. What about customer service? The fact this product is a car seat and is required to safely get around? Does John Lewis not care about new parents?

I have contacted citizens advice and they are passing my case onto Trading Standards from a child safety angle for investigation.

All I want to rectify this situation is to be treated with compassion by JL and offered a replacement car seat that works.

My tv went for repair due to an intermittent fault where it won't turn on. Whilst in for repair, the casing was cracked by the 3rd party repairer who denied it.
I was told I had to pay for the repair or the remaining warranty was invalid because I didn't have a photo of the back of the tv. I was also ridiculed for my lack of common sense for not taking a photo of the back of the tv, and there's apparently no way to escalate a complaint! Terrible service - the 5 year warranty process is a joke! The service / repair process is woefully lacking. The customer care staff couldn't care less! I'll be buying my electrical hood from AO in future!

I purchased a phone from John Lewis online and it went faulty. John Lewis utterly refused to give me an address to return it for repair. The service is honestly the worst ever I have experienced, the two-year guarantee they offer is pointless. I spoke to their manager "Shaun" who said they have a right not to accept goods back. Avoid John Lewis for anything technical. When I asked for a returns number they refused. Avoid this Company.

I've had a long battle. Bought a google pixel and it stopped working. Took it back. JL sent it gor repair. It came back locked and the passcode that was set doesn't work (that was the original fault). JL have said it has been repaired and I have a contract with Google so I need to contact them directly.

I didn't buy a phone on a contract and so it shouldn't be locked and because I can't get into the phone I can't tell if google have locked it or if the original issue still exists.

JL will take no responsibility or help and I was fobbed off.

Used to LOVE this shop but it's not doing very well financially and it would seem their customer care has been demoted in favour of profits.

I purchased a rug from John Lewis which was badly damaged after a professional clean. The rug had not come with any cleaning instructions whatsoever. I bought a second rug to replace it with which was misrepresented online as a pale grey - but on delivery it was a garish green. According to the reviews online, I am not the only person to have these experiences. After a great deal of communication resulting in an insulting offer of a £20 gift card to be spent 'in-store' which I refused, John Lewis has decided not to accept any responsibility for its mismanagement of my concerns or of its sub-standard products. This is not the same store I have given over 30 years of custom to - it has no effective customer service any longer and my complaint was so badly handled, my family and I will not be returning to this organization ever again. I feel sad that this once trusted store is now reduced to the status of a warehouse of poor quality goods and no recognition of our concerns.

I ordered an item paying over £359 in this tough times a special gift for someone special to date not seen my item or any information regarding delivery the most rubbish firm to buy anything I wish never did any business with this company. Today is 20 th of December shame on you

I contacted customer service and spoke to Shaz?
I had a problem with some expired gift cards. I gave my reasons for not using the cards within the 2 years
Shaz was very helpful and listened to what I had to say and then had to get authorisation from her Manager who agreed to issue replacement cards.
Shaz apologised that replacement would not be sent until 30th December which I was more than happy with. In fact I received replacement card within 3 hours.
Exceptional service.
Well done John Lewis and particularly Shaz

My partner bought a Nokia T20 Tablet online for our Granddaughter and after 3 months it would not turn on. Contacted John Lewis and was appaled by their response. They basically told us we had to physically return it to a store to be sent to Nokia (our nearest is 25 miles away and they would not accept at Waitrose] or post it to a store at our own risk and expense or deal with Nokia direct. I would advise the buyer to beware because the John Lewis guarantee is not worth the paper it is written on. We have always purchased from John Lewis due to the precevied additional protection that we believed wrongly to exist but will shop elsewhere now.