JohnLewis

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.

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!

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.

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 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

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.

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!

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!

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.

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

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.

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

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!

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.

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 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.

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!

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…