JohnLewisReviews 79

Got a washer dryer from them it's 8 months old gone wrong twice with the same fault haier the make of machine are just as useless not turned up for 2 engineer appointments if engineer arrives on 19 it will be nearly a month and so I want a refund from John lewis who are arguing I've handed it to trading standards

Want there recently ti buy a new induction hobs & a load of pots & pans. Just about no staff in either area. One young chap about 18yrs old in pots & pans who had no product knowledge whatsoever. So, onto the hobs dept whjch was busy. No product info available & just 1 sales assistant who was serving a couple & looking very harassed. Waited 10mins then wandered off to the furniture dept which looked unkempt & uncared for. Then back to hobs dept, still very busy with a whole number of people looking for help. The 1 assistant still serving same couple as b4. In exasperation decide to go for cuppa but oh no. Stassi at entrance forbids entry as I "have not booked"! This was 2.15 & I could see PLENTY of available tables. Weho books in God's name for a cup of tea. Get a life John Lewis b4 u r closed down by deserting customers. U used to be such a good store to deal with but now u are AWFUL

I have recently ordered a large Samsung Fridge/Freezer through John Lewis costing £519. The Appliance arrived with a dent on the side. Photos sent to JL Technical teams and after sending 5 emails and 3 phone calls they offered £50 refund. I am appalled with the way they have handled this. I went to JL expecting quality product and service and got none. I be careful in future!

Some of the worst customer services aftercare I have ever had the misfortune to experience. If the option was no stars then that is what they would have been given. Purchased a freezer which from day one was very noisy when compressor cut in and the door open alarm didn't work. Reported it straight away. They said leave it for 48 hours and if still the same get back. I did and it didn't get better. Rang them back. Couldn't get through but took opted to send a text expecting a call back - no eventually at the most inconvenient time I had to enter into a protracted text exchange to explain the problem. This culminated with JL advising me to contact the manufacturer and if they said there was a fault to get back to them. I did and after almost an hour on hold finally got through to be told by manufacturer that they would need to book an engineer but there was a possibility of a call out charge! I explained that JL had said that I needed to get back to them if the manufacturer had said there was a possible fault.
I made contact again... eventually... with JL by the text "service". I was told that I would need to go back to the manufacturer to book the engineer, they were totally unsympathetic to the fact that they had needlessly wasted my time by making me retrun to them only to have to go back to the manufacturer when I could have booked it on the first call.
That is where I am now, waiting for the last 40 minutes to get through.
The freezer is not even a month old. JL have done nothing to help and to compound matters have said that it will be a repair even when their website clearly says that faulty products will be replaced withing 30 days. The freeer has been faulty since it was delivered!
I went to JL even though the product was more expensive than with other sellers, believing that they had better customer service. What a mistake! They are worse than useless. My advice is pay less and go elsewhere, you may end up with just as bad customer service but at least you will not pay a premium for your goods expecting decent customer service!

Awful quality furniture. A £1000 leather armchair burst at the seams after less than five years.

Company's response was that this is normal wear and tear.

Shoddy quality and shoddy customer service.

Integrated dishwasher supplied and fitted by John Lewis.
Worked for 2 days then showed up faults. Took 2 weeks for an Bosch engineer to come out.
Discovered that the machine had been badly and potentially dangerously installed. Water in a pipe that has electric wires internal!
Bosch can't come back for another 10 days.
John Lewis don't give a! Just get passed from department to department. All very sympathetic 'but not this department"

Bought a washing machine from them and it vibrates and moves about, we had the Hotpoint engineer out and before he even looked at the machine he said he was pretty sure he knew what it was, basically they have made the drums bigger and cram so much in they come out of balance which apparently is my fault according to John Lewis.
They weren't interested at all so I have issue court papers against them which will be issued tomorrow so they will have them over the next few working days.
Really poor service but after reading on here it seems to be the norm, such a shame seeing they say they pride themselves on customer service.

Have a procedure for complaints they don't follow - given complaint reference, then told 2 - 4 hours for a response. No response so phoned again and told escalated and will receive an answer in 24-48 hours, no response. Phoned again and put through to a call centre in Manilla. Offer of upgrade by customer service manager needs to be approved by ‘back end team' and will call back. Didn't. Complained to management team and still no answer just passed to Faith Friery, case manager and director, executive office *******5054 who refused to contact her own call centre and speak to the manager there and said it was unfortunate I didn't get the item I wanted. No wonder they have had to close stores - gone right down hill!

Exceeding disappoint with John Lewis' handling of the covid crises. My gift voucher expired during lock down and I was unable to spent it online as I was in lockdown in my parent's house rather than my flat where the voucher was kept. I assumed as their shops had been shut there would be no issue in having the voucher extended for the length of time I was unable to go into a John Lewis store and use it but instead the customer service team claimed it was my fault for not predicting the national shut down thereby knowing to spend the voucher earlier.

I ordered a item 2 months ago from them the order was sent to a transfer delivery company. After numerous Fake delivery attempts left with no information on the name of the delivery company to pick up the item they sent it back. After numerous emails to both the Delivery company and john lewis they kept passing the buck to each other nobody could tell me anything. Now i have no item which is sold out now and they cant even resend my item to a new address for all my troubles i will never order from them again.
This is simply pathetic.

I have bought so much dress from johnlewis over the years, the only issue I have encountered is I get my order to my place and if need to repair, I drive to their store.