JohnLewis

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.

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.

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 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.

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

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.

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.

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.

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.

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!

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.

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,