JohnLewisReviews 79

I bought a washing machine from John Lewis online. It arrived OK and their guys "installed" it. They left with it running on a short wash to prove that it worked, but it refused to drain, giving an error message. After a very long wait on the phone they arranged for their guys to come round following week (yes a whole week later)
Afterwards I checked their plumbing and found that they had connected the drain hose without cutting the end off the connector on the sink waste fitting!
Obviously theyre using staff who are both unqualified and untrained. I connected it properly myself, having to buy a clip that should have been provided.
Two or three phone calls later asking them to cancel their visit without success. So they will turn up first thing in the morning regardless -the same clueless pair as before?
A huge stress and a waste of my time (and money -long phone calls at my expense and the installment fee of £30 for their total botch up)
A website that takes you round in circles and no option to make a complaint.
If I could give zero or minus stars then I would.
I will NEVER buy anything from J Lewis again and I advise everyone to avoid them. BE WARNED!

Shopping can be difficult with a baby the best of times, but with the customer orientation of partner "David" it's ten times worse.

Granted, it was extremely close to store closing time - but unfortunately the bodily functions of eight month olds do not align to timetabling notions like "David" must apply to the staff under his care. Simply put he kicked us out with a soiled baby and a smile on his face.

Look, I understand that people are just doing their jobs and that closing time is a difficult time. But this level of callous disregard for the needs of a vulnerable human being (a baby) is just appalling. On a different note, there were three ladies are there, also being kicked out. We all were people of colour. Make of that what you will.

To any customer who wants to buy expensive clothing from John Lewis I recently purchased a jacket! I returned the wrong jacket by accident so it got returned back to me so I sent the right jacket back and now the (PROFIT PROTECTION TEAM) have decided to keep the jacket and not refund me my £270 they refer you to your card issuer so they can keep your property.
I will be reporting them to Trading Standards & www.actionfraud. Police.uk.
Ps Previous customers have had the same issue's on forums and threads.

I'm writing to share my extremely disappointing experience with John Lewis, particularly regarding the unprofessional and dismissive handling of my complaint by a customer service manager named David Bebbington. Despite John Lewis's long-standing reputation for exceptional customer care, their refusal to take responsibility in this matter has been nothing short of shocking.

To summarise, we purchased two beds, one for my son's newly renovated room. On the day of delivery, the team arrived late, and due to scheduling conflicts, I had to leave my elderly, disabled mother in charge of overseeing the process. Unfortunately, during the delivery, significant damage was caused to our newly installed floors. Our builders and a professional flooring company confirmed that the delivery team caused the damage on that day.

When I raised the issue with John Lewis, David Bebbington repeatedly dismissed our concerns instead of taking accountability. His argument that my mother's signature absolved them of any responsibility is unreasonable and deeply insensitive. Despite providing evidence from independent experts that John Lewis caused the damage, the company has refused to take any responsibility or offer any resolution.

This experience has not only caused stress and frustration for our family but has also tarnished the joy of what was meant to be a special moment for my son's birthday. I expected better from a company like John Lewis, and I urge them to review this matter seriously and reconsider their stance.

I will not hesitate to take further steps to ensure our case is properly addressed, including seeking legal action.

AVOID DODGY CUSTOMER SERVICE NOW THEY ARE TRYING TO SCAM AS MUCH PROFITS FROM CUSTOMERS HAVING MADE LOSSES IN RECENT YEARS! Complained to John Lewis' "customer service" as my shoes become broken. Entle in their Customer Service Team claimed, as attached, that as the shoes were purchased over 6 months ago, "we are unable to offer you a refund or a replacement as your item is way out of the 30-day return period. And because your item has no guarantee and was purchased two years ago, it is no longer covered by the Consumer Act."

THIS IS A LIE! See the Consumer Rights Act 2015. See: https://www.legislation.gov.uk/ukpga/2015/15/section/24/notes. Under the Consumer Rights Act 2015 note 141, after 6 months you can claim either a repair, or a partial refund, for faulty goods at the point of purchase.

AVOID! APPALLING CUSTOMER SERVICE ONLY INTERESTED IN MAKING PROFITS!

Staff unfriendly
If you use a perfume tester
You are threatened with security.
If you are at risk
You raise your voice to a customer it's dangerous.

You voiced your concern
You are threatened with security.

Again you get worked up
Threatened with security
You cannot use perfume tester s
There's a limit.
Security is watching how much you spray
It's petty.
It's not a good experience
The standards have dropped
The manager have become rude.

I am not welcome at the store
I received an email saying If I visit the store
I will be asked to leave.

I don't understand why I am being targeted
I even received discrimination by some comments made by the in-store experience manager.

I was shocked
It's what was said about my hidden disability.

Don't shop at John Lewis Leeds
Disrespect
Humiliation

I buy almost everything online. After I have amassed postage receipts for the returns I have sent for refund I sit down to check they have indeed been refunded. And always it is ONLY JOHN LEWIS who have not put through the refund. Customer Support is a headache, their phone reps contradict their emails. Look after your money and buy elsewhere

I will never shop at John Lewis again after recent experience. The customer service is appalling. After 30 years of shopping there I will never again. Damaged goods arrived delivered by rude people. The replacements never arrived and in fact had never been ordered despite
Customer service telling me they had spoken to the delivery driver and it was his next stop. Calls endlessly weren't returned and in final conversation I felt I was being severely reprimanded for not agreeing to accept a £50 discount to keep a worthless torn mattress. Delivery Of other goods from Curry's couldn't have been better.

Be careful, I placed an order with John lewis & Partnership, using their website, received order confirmation from John Lewis... turns out it was a scam. Tried calling customer service 3x, no one in the UK was available, only international call centre, who did not help at all... Scam, avoid using website

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.

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

I experienced the worst customer service ever! Bad attitude, totally ignored the problem lack of response with the information I asked for. Absolutely apalling!

Buying an integrated fridge from John Lewis has been the worst customer experience of my life, and is still ongoing a month later. Engineer who came to install it said it doesn't fit the integrated doors even though I did all the relevant checks in advance, and left the fridge installed without the doors saying someone will be in touch to fix the situation. No one was. I had to spend 4 hours (not an exaggeration) with John Lewis customer service the following day trying to get an exchange for a fridge that fits. All through the experience they displayed a lack of knowledge about their products, how to install them, and the company's internal policies. Only after much back and forth did they agree to exchange the fridge and reimburse me for the failed installation. They gave me a collection date for the old fridge three weeks later (saying it's the earliest they have). When they came to collect several weeks later, they said their team doesn't do integrated fridges so I will need to reschedule the collection. Now I have 2 fridges in my house and am waiting another 3 weeks for them to (hopefully!) collect the old one and get the new one installed. When I asked to customer service to escalate the case to a manager they said repeatedly that "no one was available". I've also lost money booking external installers due to John Lewis' inability to remedy their mistakes and offhand attitude towards customers leaving them in difficult predicaments. Unfortunately, this company has gone badly downhill, I'm now just hoping to get out of this nightmare somehow.

I feel somewhat compelled to write this review in spite of the fact I used to work for John Lewis over 23 years ago when Customer Service mattered.

I placed an order for a Sony 48 inch OLED TV on Wednesday 6th December and promptly selected Monday 11th December for delivery.

On Thursday I received a call saying John Lewis could not deliver my TV due because the postcode was new due to my home being on a recently built estate.
I was informed I would receive a call in 24-48 hours. No call was received.

On Saturday when I came to track the order, bearing in mind my new postcode was officially registered with the Post Office a few weeks ago, and although John Lewis were aware, their was no scheduled delivery booked to my dismay.

I rang the customer service department who were also clueless as to what had happened. I explained the details and the agent told me he would look into it straight away and come back to me within the hour.
Unfortunately once again I received no callback and was just effectively left in the dark.

I would like to point out quite apart from the appalling customer service, customers have a wide choice of retail companies who will be only too pleased to take an order, particularly one of this cost.

It's such a shame that John Lewis have descended down a spiral of poor customer service, poor communication and in desperation I placed my order with Amazon requesting a refund from John Lewis.
I'm very disappointed with the quality of customer service as back in my day this would never have happened and all the stops would have been pulled out to ensure the customer was happy.

If John Lewis continue to operate a business model like this for their online sales, and treat their customers in the same way as in my example, I very much feel we will be saying goodbye to yet another retail giant which was once held in such high regard.
Kind regards,
Kevin

Brought a washing machine from John Lewis only lasted a month and broke John Lewis refused to do anything about it as it went a couple days over the 30 days unhelpful and unprofessional service from them will not use John Lewis again be careful not a good company to use go elsewhere.

Bought a television at Cheltenham John Lewis last Saturday. Promised delivery today, Thursday. At 5.30p.m. Was rung by the van driver to say he had broken down. Nightmare after that.
The first two operatives we spoke to couldn`t speak english. Eventually found an English lady, who tried her best to help Was told the next delivery date was at the end of November. Told they had no Samsung televisions left at Cheltenham. They couldn`t even return the television to Cheltenham for us to collect tomorrow. The worst service I have ever received. Was always a good customer of John Lewis, but certainly will not buy from them in the future.

Picture this, 8 weeks ago we ordered a £2300 sofa. Roll the clock forward to today which is meant to be the delivery day (which was booked two weeks ago). This morning we wake up to an text stating there is a problem with our order and the delivery team will be in touch soon. We hear nothing…. We then phone and get through to an oversees member of staff who is very unhelpful and says someone will call us back within 24 hours…. Still no idea what has happened to our sofa…. We then google John Lewis phone numbers and then get through to a very helpful lady called Teresa who works within their suppliers team. She managed to get the sofa booked in for us four days later. My questions are; why do John Lewis believe it is acceptable to hold onto their customers money and delay delivery? Why do they then believe it is acceptable to not contact you about delayed delivery?
We are currently without a sofa until John Lewis kindly decide we deserve delivery.
I can firmly guarantee that I will NEVER be buying anything from the John Lewis Partnership for the rest of my life.
I feel like John Lewis have stolen from us.

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.

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.