Johnlewis 

We've shopped at John Lewis for years, decades actually, because their customer service was always second to none - even if they were occasionally a bit more expensive than rivals. Alas no longer!
Like many others on this forum I am struggling to get a faulty item replaced, for me it's a fridge that stopped working.
It is virtually impossible to get through to JL's customer service by phone and they have suspended their email contact service.
I can only assume this is a deliberate cost-cutting choice by JL's senior management; they do not appear to have responded to any of the Trustpilot complaints. Small wonder the company is now struggling.

Never knowingly undersold. Hah.
I bought a bluray player from John Lewis website 3 days ago priced at £89.00, whilst waiting to collect, I found that they now list the same item for £79.00. I contacted the Never Knowingly undersold team to request a refund of the difference and after explaining that other retailers were still advertising at higher price, my claim was declined. I called customer services and was informed that they can not do anything as not part of Never Knowingly Undersold team, and that I wil lget a response by email. I haven't had this.
This is just the latest in a long line of issues and as a result, will now only use John Lewis as a last resort.
Their famed customer service seems to have fallen considerably and don't seem to care anymore.
Sad really as they used to be so good to deal with.

Hi Annette,
I have spent hours trying to get through to JL on the phone and email. I really don’t want to go down that road again. Surely it’s within your remit to get the payment paid. I can’t understand why you are asking me to chase this payment. I always trusted JL to do the right thing it’s a shame I can’t do that anymore

Jane

I ordered 4 items from John Lewis, one item sent out had a sharp unprotected piece sticking out and on unpacking cut myself, it was obviously defective and returned by someone else.JL were not bothered about my injury, the fact I’m a loyal customer, just that I returned their item and all I’ve had is a customary response. Case - 14831284.

29th July ordered a baby gift paying extra for next day delivery, confirmation email rec'd instantly followed by despatched notification. 7th August no delivery to date and NO WAY to contact CS, telephone not answered (over 1 hour holding on the phone) emails are 'NOREPLY' then the Icing on the cake, just rec'd email confirming refund processed and get this bit, not all of the postage refunded. John Lewis you are a joke.....forcing shoppers to use AMAZON is not good business sense but this is the route you have chosen. I have been a customer for 40 plus years and you do not serve my loyalty

I don’t like ordering online but was forced to recently, due lockdown !
Both my orders were efficiently handled
They kept me up to date & all products arrived on time & were as advertised
Return process very easy & refund actioned immediately 👍🏻
Also visited JL store in Kingston & staff there could not have been more helpful
Thank you John Lewis

Always shopped at John Lewis Birmingham but due to its unfortunate closure I’ve been shopping online. Some confusion regarding delivery dates but this was resolved by a extremely helpful customer service advisor.

Unacceptable wait on the phone whilst trying to place an order for an expensive laptop
Another lost customer

poor management of things, careless behaviour, customer service level went down.

You would think that such well known retailer as JL would handle things well during the pandemic/lockdown but it's all the same, service went down together with customer service.

Dissapointed.

Bought and LG OLED65W9 tv. Screen cracked just by watching it. John Lewis passed me directly to LG despite having a warranty and a contract with me. LG a week later said their warranty doesn't cover a cracked screen, speak to my home insurer. Spoke to them who said I hadn't had an accident so not covered, so back to John Lewis. After days and days of calls and being on hold they sent an independent TV company to assess the damage. They sent a report and have not been provided with the content. Tried 3 times to contact LG, spent 4 hours in attempts to get to speak to someone, when I do they put me on hold again then cut me off. DON'T BUY FROM JOHN LEWIS, You get better service from other retailers that do want to stay in business

What’s happened to John Lewis’s Customer Service - it’s appalling.

After over a week (not the JL reference to them responding within 24 hours) I am awaiting a response to CASE-14932077. Awaiting a response I called on 24th July at which time I was advised my query was being dealt with and I would be contacted within an hour - didn’t happen.

As a long term customer I am extremely disappointed and disillusioned at such poor service.

Really bad experience recently. They have no good service anymore.
Let me down on a number of occasions.

I think argos still remains better than john lewis.

John Lewis don't answer their customer service line or their tech support line. I have a three month old washing machine still under gaurantee that has failed. I have spent a total of 5 hours in the last 3 days hanging on for a response on these lines. No answer whether I ring early, late or during the day. So I have no way to get my machine fixed.

John Lewis the company that give a 5 year guarantee on televisions!
Sounds almost too good to be true.
That’s because it is! It takes them longer than that to fix it when it’s broken.
It’s been 3 weeks of me constantly chasing the repair to get anywhere. They finally approved the repair quote and to find out the part is no longer available. So I’m back to the bottom of the list to be offered a new television! Thank goodness we aren’t stuck at home during a global pandemic.. oh wait
I buy from JL for the great In-store customer service. You can’t fault the sales advisors they were brilliant. But after that it all goes wrong! I’ve tried to get help from the WhatsApp chat and Facebook messenger. But I’m told only a manager can deal with me tv offer now and No I cant speak to one!
Pretty disgusting service really. Will I ever see my tv again?!

Good prices and service. I had an issue with one of my deliveries, not an issue as it wasn't urgent, when I called the help desk they rectified the situation promptly and upgraded my delivery to next day for free.

Always class customer service. Wouldn’t go anywhere else.

Absolutely fantastic!
Currently doing a business renovation and ordered numerous orders from
Different companies, john lewis has maintained excellent communication, quick delivery and when items were out of stock they were able to resolve quickly and efficiently.

5 months spent trying to get anywhere with John Lewis.
No response for months left with a £699 Mattress that has a huge raised ridge down centre and a dent more than a inch deep hole on one side.
They don’t care only want to spend months avoiding and offer to have a inspector come look during a pandemic. VILE COMPANY

I've ordered a MacBook Pro on the 7th. It’s currently the 16th. First problem
They didn’t have my address correctly so they couldn’t ship it...it’s more like they lost the item and won’t admit it.

Long story short DHL lost my item. I’m getting a refund but I’ve spend 5hrs on the phone waiting to get connected and talking to them about this issue.

I’ve gotten a refund because not only is the item lost, it’s out of stock.

I’ve got wasted time, the refund takes up to 5 days to receive I do not want to order anything from John Lewis. This was my first and last time.

So now for me to order another laptop I have to wait until I get my money back in 5 days and wait another 2 weeks for the same issue I’m sure.

The biggest issue here is IF they didn’t have my correct address on file why did DHL? And IF they didn’t have it on file why didn’t they call me to raise a query?

I’ve even sent emails to dhl and JL and no response. Overall don’t bother with them, they’ve offered me £50 but I was supposed to save £200 on a laptop.

I'm afraid to order again.

I have bought TV for over £3500 November 2017. Tv screen had lines at the bottom and they booked an engineer to fix the problem. And it happened again after a year, Engineer booked by John Lewis and now same problem screen burnt and John Lewis refusing to fix or change the Tv over even though I have added care insurance and John lewis telling me added care can only be used once.... Says where or why not mentioned when purchased the added care, Never the less Tv has 5 years guarantee it's not even been 3 years. Also John lewis told me if the problem persist for the second time they will most likely change the Tv. Customer service at John Lewis called me and said we will email you the report from engineer still waiting. Now let along they are refusing to repair and asking me to pay £1300 for repair. What a joke I would never shop or purchase anything at John lewis again which I and my family spent fortunes at John lewis bought all our electrical from them. I am very disappointed with John lewis they really let me down. And i am taken this further to ombudsman services to resolve the issue, i am just waiting for John lewis to send me the report so i can have evidence and still waiting for it. I am shocked and shame on John Lewis.