JohnLewisReviews 79

We WERE really dedicates John Lewis customers... However, never ever again! We have paid over £4000 for a new hardwood floor - and have been left with all sorts of problems... and an appalling after sales service. Don't buy from J Lewis thinking they are a reliable UK company - as they aren't!

Disgusting company. Damaged our first £1300 fridge freezer, caused massive inconvenience and cost and then damaged our property delivering second one. Waited ages for investigation only to be told we were lying and to try our insurance. Emailed them over 2 weeks ago and not even a reply. Disgusting behaviour to a loyal customer of years. Must not have any profits left after all the glossy adverts. Shame on you John Lewis

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!

They do not tell you when you will receive the item. You will receive e-mails saying the item is no longer in stock (after you pay the money), they will book delivery without even discussing it with you, and God forbid you query anything they do with your product, customer care becomes very upset if you ask them anything about their products. And if you want to speak with their supervisor, they will hang up the phone, invoking a bad connection. I actually started to call all of my friends advising to NEVER buy anything from them anymore. I used to purchase quite a lot of products from them before, but no longer.

I purchased the Samsung Galaxy Z Fold3 5G from John Lewis. It developed a crease in the middle and the screen inside, in just under 3 weeks. John Lewis did not honor the 2 year warranty. John Lewis customer services intimidated me and harassed me into paying for repair or taking the phone back from the centre. This model is seriously defective, risky purchase. It developed this crease without any fall or force. Samsung engineers were dishonest and incompetent, claiming that there is a damage. They refuse to acknowledge that a damage or fault developed on its own, within a span of 3 weeks is a defect. Please be warned, do not buy this handset or any Samsung product thinking that John Lewis or Samsung would honor their warranty or the EU Directive that you have a minimum 2-year legal guarantee against faulty products, or products that do not look or work as advertised.

Following a few responses from John Lewis, I stand by my assertion that John Lewis sold me a defective handset that couldn't even last 5 months. I also stand by my experience that John Lewis handled my case without social responsibility, without due care to me as a customer. I am a genuine customer. My grievance was serious which were continually ignored, eventually dismissed.

My feedback for John Lewis: As a feedback, please do honor your own two year warranty. Also please pay utmost respect to EU law that stipulates that you must give the consumer a minimum 2-year guarantee (legal guarantee) as a protection against faulty goods, or goods that don't look or work as advertised. It is socially irresponsible to tag and label every customer's claim as willfully caused damage and not justify their trust in you or the hard earned monies paid. In business, there woudl be losses but please do remember the genuine buyers' losses are higher. You have an option of sending back faulty goods to your suppliers and distributors and bad manufacturers like Samsung (It is embarassing to read the online complaints about Samsung goods and non existent help from Samsung), we buyers have no such choice. All electronical and electrical goods you sell MUST work for a minimum of two years. If it develops fault/damage on it's own, it has been a defective piece to begin with, by default. Please have the grace to accept it and replace or refund, whatever the buyer prefers because I don't think a faulty unit would restore any confidence in that article/brand anymore. Losing £1700 is not to be treated like a parlor game.

Paypal has refunded my money. John Lewis had no resolution, or integrity, was socially irresponsible and their warranty cannot be trusted. Get your electrical and electronic goods from Amazon and stay away from Samsung goods.

And further advise for buyers who are grieving for their financial loss and the impact. Please make sure that you contact your credit card company within 120 days of purchase. Please contact paypal within 180 days of purchase. Never pay any of these retailers directly. You'd have seen the last of it. Only purchase through paypal, online. This is just a word of warning and advise based on my experience.

I have shopped with this store for 60 years, from when we bought dress fabric as youngsters, to helping to furnish our home. Excellent an trustworthy quality. Wonderful help with our new kitchen. But something has happened in the past few years. On the whole the staff are pleasant and cheerful; but on rare occasions you get the odd one out - the one who will contradict you, who will be downright unhelpful. And it does not help that if you want assistance, it is often difficult to find anyone. John Lewis needs to polish up its staff training, put more staff o the floor, maybe have a help and advice desk. Today, due to a) a rude unhelpful assistant in the lingerie department and b) insufficient staff to advise on slow cookers, I finally walked out in disgust. Around £225 of custom went elsewhere.

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 stolen £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

Under no circumstances should you buy your curtains from John Lewis. They were put up very badly, so badly that John Lewis agreed to pay me compensation. Over a month ago, one of the finials (at the end of the curtain pole) snapped. I have emailed them on countless occasions over the past month to get a fitter to come and repair the damage. They have phoned me just once to arrange a visit. I stayed in all morning but no one came and despite numerous emails to the company since, requesting a phone call to arrange another visit, none has been forthcoming.
They keep saying they'll phone me but they never do.

I've spent hours now trying to resolve this and get the upsetting opinion that nobody actually cares in the slightest.

I bought a £1200 trampoline from John Lewis and paid for express delivery to arrive on the 17th May. 6 boxes were expected and 6 boxes arrived.

When we unpacked we found parts we did not expect and it turns out they've sent us 5 boxes of our trampoline and one from a different one.

Simple solution you would think? And given the express order they would do it promptly?

Of course not!

Nobody seems to be able to understand that it's a whole box missing, for which they should still have our box in their warehouse.

They keep saying they have "emailed" the supplier as they don't carry "spare parts" and have not had a response nearly a week later.

After having to ask we were offered a gift voucher for the £19.99 express delivery charge as we had to point out they had not delivered it on time. We did not want a gift voucher what a terrible way to treat customers.

So despite contacting them every day for an update, nothing. It feels like the customer service team are more into watching Netflix at home than actually helping customers in my opinion.

When we suggested if they can't sort it by a particular date they can come and get it for a refund, they seemed more than happy with that.

I have two disappointed children who desperately ask for any update each day after school. I can't get in my living room as it's full of boxes that should have been built and put outside.

And nothing at all seems to be happening.

They certainly give the impression they could not care less about us, and in my opinion go out of their way to show that.

This is not the John Lewis I've given plenty of custom over the years, and they will be getting no more again.

Don't trust them with your order in my opinion, when it goes wrong you'll be stuck (and judging from other reviews it's not a rare issue).

If I ran my business like this I would not have one left for long.

Worst service ever! Handed my phone in for repair nearly 2 months ago and so far all i had was an email 2 weeks ago showing me pictures of how they have cracked my screen and refuse to fix it and will be returning it. At this point i just want my phone back but everytime i ring them they are full of lies and just keep telling me it will arrive soon. When is soon? And how can you be allowed to break someones stuff and return it to them!

I don't know why but my review was deleted half way through writing it. I can't be bothered going over it all again because John Lewis you are, in the simplest terms an embarrassment. You scammed my class out of LEGO meant for end of year prizes. Even after learning the LEGO was meant for underprivileged children, all you cared about in your reply to me your was the negative review on Trustpilot hoping I'd take it down. You are as low as a snakes belly. I told you what would happen as you messed with the kids I teach. Shame on you John Lewis

Second terrible experience when purchasing from John Lewis online.
Bought a mattress from them, arrived via their DPD delivery service.
Mattress was filthy and broken.
Spoke with John Lewis customer services who arranged exchange the next day before 10.30 - mattress did not arrive. Then got text messages from DPD saying that the new delivery date had been changed.
John Lewis customer service unable to help as have to wait for a different department to call back.
Do not buy anything online from John Lewis.

Awful company to purchase from!
I ordered a washing machine only for it to come with a part missing!
I called them on the 5th Feb to be told I would be contacted 3-5 days later to resolve and surprise surprise no call!
I've waited 11 days to chase up where the missing part is and some young girl Amy told me to ring the manufacturer direct myself! How unprofessional to tell a customer to do the chasing!
Bad business practise!
I asked for JOHN LEWIS Company to rectify this issue NOT me!
And for a manager to sort out and call me by 5pm today before I take matters further!
AVOID this sham of a company!

My wife bought an Apple Watch. It kept going wrong. I was asked to send the watch back so it could be repaired/replaced. The case of the watch was pristine. I got a response that the case was shattered - definitely not my actions! They now refuse to stand by their legal obligations because I have zero proof the case was undamaged. Told that it would be £320 to repair as it was my fault. So now I have a trashed watch and will need to spend £400 for a new one! Furious. I'll never use them again.

John lewis delivered large broken minor my hands were cut by it when I was unboxing it
After many phone call to customer service - they took around 3 weeks to collect the damaged mirror despite I told them very strongly safety issues to the customer service and I live on my own in a small flat.

I asked John Lewis to come to my flat to collect the broken mirror, no one came
I was not able to sleep at night and not able to walk out of my entrance door easily as the mirror was blocking my entrance door and toilet door I felt over several times. This caused me made me very anxious during the Christmas and New Year I had to live with it and my main entrance door were almost blocked by it. It took 3 week for a man to collect the dangerous faulty product.

Incompetent complaint case manger who did not take any care made my situation so much worse.He called me whenever he chose to call. After a month stressful with his very poor handling, I requested a new case manger, he said there so many staff in our department, only me will be dealing your case. He made me feel I was under him control. I emailed CEO Pippa Wicks, who asked a staff in the same team send the same response - we are sorry but no policy to justify or explain our handling and decision on your complaint and there is no authority can regulate John Lewis. I've tried to upload the damaged mirror photos but I was not able due format requests. If anyone likes to see the dangerous product photos I can email you. I'm not giving up, I'm seek citizen advice services.

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 Gina's 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 Mr Ball,

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,

Faulty product, insted of making you loved one happy it cause sadness! West of time replasing it and un wanted stress trying to return faulty product. No one want that.
John lewis sham on you

I would like to say a massive thank you to Ben in the Liverpool store, who went out of his way to help me. I was looking for pink ribbon for my Granddaughter, and needed a certain shade, he helped me look all round the shelves till he found the shade for me. He didn't rush me was very kind and polite nothing was to much trouble for him. It is the best customer service I have had in any store. Please pass my thanks onto Ben

John Lewis used to be the best of the best with fantastic customer service and customer loyalty therefore. We even were happy to pay more for better product than can be found on the Internet because they gave us that warm comfortable feeling of being special. No longer however. We have had a TV delivered today which was damaged. The box was not damaged so we accepted the delivery.
Trying to get hold of customer service is a nightmare. Waiting 25-minutes only to be cut when eventually through was probably a bad start then having to wait another considerable time when being passed between departments only exacerbated the problem. What a shocking company they have become. We shall no longer be buying any products from them. We will go out of our way, possibly to our own detriment, to find alternative suppliers.
Wake up John Lewis, you have lost the plot

EXTREMELY POOR CUSTOMER CARE. FAULTY LAPTOP, IDENTIFIED WITHIN 48HRS OF RECEIVING IT. THEY WONT ACCEPT AND REFUND AS I HAVE OPENED IT. I HAVE BEEN BUYING PRODUCTS FROM JLP FOR ALMOST 10YRS AND THIS IS THE FIRST PRODUCT THAT GAVE SOME PROBLEM.

In any shops in UK – if a product is ordered online and based on the UK law of Distance selling regulations (The Consumer Contracts (Information, Cancellation and Additional Charges Regulations 2013) consumer has the rights to refund within 14 days.

JLP has a different set of fine prints... so if you opened it, they won't accept it.
This product has given a lot of mental harassment and I would now carefully consider buying stuff from JLP… given the extremely poor customer care, even with a faulty product… I wish I had bought it from Amazon or Apple directly…