Johnlewis 

I’ve been shopping with JL for nearly a year. I must say I’ve had no issues in dealing with them, even when there were problems (very few), they were dealt with in a professional manner.

We purchased a new TV online at a cost of £599 from John Lewis. After setting the TV up as per instructions on the screen we noticed that the viewing angle was extremely poor and not 178 degrees as described in the product specifications on the John Lewis website. The picture was unsatisfactory and not what we expected. We phoned John Lewis the next day to ask if we could return the TV for a refund but they said that it wasn’t possible because we had set the TV up. They advised us to contact the TV manufacturer who told us that the TV was not faulty but that John Lewis should refund us under the Consumer Contract Regulations. However John Lewis still refused to allow us to return the TV. They have now arranged for a TV engineer to come out and provide a report on the TV. We have contacted Citizens Advice and will be taking this further. The TV is not faulty but is not as described within the literature. This experience with John Lewis has been completely unacceptable, stressful and very disappointing.

Bought new MacBook Air 2020 because local Istore had none stock. John Lewis £100 cheaper. Also Istore were going to charge another £100 to transfer my data from my backup disk to my new machine. Machine arrived. Turned in on. It guided me painlessly through setup and data transfer. John Lewis saved me £200.

I wish there was an option for no stars. Absolutely appalling service from a company that used to be our ‘go to’ brand. We ended up waiting for a carpet to be fitted months after we had actually started paying for it. Then had some extras (Carpet rods) fitted (we’d have been better off doing it ourselves tbh) which resulted in our stairs being damaged and the incredibly expensive fittings damaged in the process and not even fitted correctly. We have complained, sent them pictures and videos of evidence only to be met with a copy of their T&Cs. What has happened to this once eminent high end brand? Luckily we have original pictures and videos and may well seek resolution through the small claims court. Unbelievable that it should come to this.

Shame on you John Lewis!

I’ve ordered a king size mattress for delivery a couple of weeks ago.

When delivered, the mattress was taken upstairs by two of the drivers. Whilst doing so, they have damaged the corner of the bottom of my staircase (plastered the week before).

The two gentlemen quickly went upstairs with the mattress and then came back down in a rush to get out of the door. When they left, I’ve noticed the damage done to the staircase corner and I went outside to inform them.

Needless to say, by the time I went outside they were already gone. Naturally, I have lodge a complaint with John Lewis straightaway and send them photos of the damage. They advised that as this was not brought up with the drivers at the time, they are basically unable to assist me, cover any costs for the damage done or reimburse with the delivery fee!!!!!!!

Absolutely disgusting attitude.

I wish I was able to attach a photo.

Stay away 😭😭

Just had an encounter with John Lewis customer service. Not helpful at all. Prior to our house move I bought 3 frying pans from John Lewis 2 weeks ago. I used one of the frying pan this week and the coating on the frying pan has bubbled and rendered the pan unusable. I contacted Customer Service for an exchange as there goods are faulty, but the receipt has been due to the house move, it must have got thrown away. Alexa (customer service employee) told me that as I did not have the receipt there was nothing they could do and enjoy the rest of my day.
Where is the good will, as it’s a John Lewis branded frying pan, they could have exchanged it, but no.
From today’s experience I will NOT be shopping at John Lewis again.

The worst customer service ever, their warranty is useless. Rude and no customer care at all.

Completely unapologetic when mistakes were made by them. A lot of contradictory advice given, something that applies to one person will not matter to the next person we have to ring. The issue has been on going since January. Still not fixed and still waiting for an apology.

The outward presentation of this company would imply a family friendly vibe, my experience has been anything but it is a business that does it’s best to move the fault to the customer. With a real lack of any kind of empathy. Hiding in its departments which has meant no one will admit fault. On the whole really rude on the phone both messages and on calls.

We have used John Lewis for years came to Leeds today my wife was looking for a dress she decided on one but the belt loop had come undone the sales assistant looked for another no other available . She then said if you want this one we could give you 10% off . We had one more walk round then decided to buy the dress plus a top .went to pay this is were it went wrong had a sales asst on the till called Katherine ld2233 we told her about the fault and that her colleague had said she then said it was her discretion to give discount and she was not going to give any . She was rude and condescending I wanted to leave it and not buy anything my wife bought it any way

Excellent five star personal stylist experience with Sandra at John Lewis Nottingham. I had two sessions with her and ended up buying two occasion outfits instead of the one intended. Both in the sale as well, saving me a significant amount of money. Very professional, lovely, helpful stylist.

Over the years we have purchased a lot of items from John Lewis but I have to say the service we have received recently from our local Store is abysmal. On 19th July we went into the store and spent an hour with a sales assistant discussing some curtains and blinds we were interested in purchasing. We gave him the measurements and he promised to let us have an estimate of the cost by email the following day. On the 22nd of that week it hadn't arrived so I called in the store and spoke to the gentleman who promised to let me have an estimate the following day. By the 30th July I still hadn't heard anything so I rang customer services - explained the issue and they said they would arrange for someone to ring me back. Its now the 9pm on 2nd August and I've heard absolutely nothing from anyone at John Lewis. I realise things are not easy at present and I'm not an unreasonable customer. The total lack of any form of communication is however extremely poor customer practice and particularly disappointing from an organisation that prides itself on its customer values. I've given up and am now looking at alternative suppliers for the curtains!!!!

I would really like to give JL minus stars. After being a loyal customer for many many years, JL have made the ultimate cock-up. Ordered a handmade sofa and was misleadingly told 16weeks worst case scenario for delivery to my home. Well what they don't tell you is 16weeks is actually the earliest the supplier will deliver to JL and then you can guarantee there will be another long wait while they take delivery of it and then book a ultimate delivery with you. So, 16 weeks came and went. Despite chasing on numerous occasions and all sorts of promises (made up dates to keep me quiet) from managers etc the sofa still hasn't arrived. This is a high value item. They have taken the full amount of money. To make matters worse, i am about to have a baby and we have no sofa. Customer services couldnt care less. Tempted to cancel the order out of principle but completely at the end of my tether. John Lewis has lost a customer for life. Shame on you.

Contacted customer services (prior to purchasing an expensive tv) to ask simple question ‘details of what the guarantee includes?’ Despite highlighting how I located on their website a section that: I) promotes their Protection Plan, ii) tell you how to make a claim and iii) what the guarantee doesn’t include, I contacted their customer services numerous times via email and phone (my response to their poor reply below). I had also recorded a poor review on here previously and guess what they suggested...contact customer services despite highlighting how I’d done unsuccessfully already!! CASE-17895137.

All n’all rather shocking - maybe JL customer services should actually read emails as opposed to making assumptions?!

My reply to John Customer Services: “Very poor response indeed, you clearly haven’t read my original message and you just sent me a link to the website that I was referring to my original query which does not list nor breakdown what is covered in the guarantee. I know what isn’t covered (as listed in my email) as that is all your website tells me about the guarantee (and promotes your Protection Plan again as all customer services did again and again).

“Simple / almost impossible for any of your inept customer service team do not seem to be able to tell or send me full details of guarantee for a tv worth quite a lot of money. How is this so difficult?!”

“How John Lewis continues as a retailer given the consistently poor (sometimes rude) customer I received from customer services is beyond me. I guess I take my custom else as none of you are interested in answer a simple question - very poor indeed”.

In conclusion and despite being a well established retailer, John Lewis is clearly not interested in their customers. So my own reflective question - why both in the first place?!

I would also recommend you Googling an article written in The Guardian about how JL blamed the author for the fault that occurred on their TV and wouldn’t replace nor repair their TV. John Lewis reputation...what reputation?!

After 3 months found samsung tablet faulty, after 12 phone calls to them, they have still noeuther replaced or repaired. They promised to pick it up three times bjt have still notbcome to pick it up. One operator lied to me over phone. Their service is so bad that one stare rating id too good.

I drove 10 miles into Newcastle earlier just to visit the JL store. A friend has his eye on a sideboard in their clearance department. Now this friend is one of lifes procrastinators & keeps visiting the clearancr sideboard on a weekly basis & has done now for 5 or 6 weeks. He "nearly" ordered it last week when i was with him but no staff around so decided to come back (still procrastinating).
As it is his birthday in 7 days I decided to push him over the edge & pay a £100 deposit on this "one off" sideboard for him - reserving it.
My concern was that it may be forcing him to spend £475 himself - what if he had decided against the purchase.
I approached a young guy in the clearance area and asked if I paid £100 deposit & my friend had decided against it, would the change the £100 into JLP vouchers for him to spend in store on something else.
"I don't think we take deposits" was his response. "Not to my knowledge anyway". He then stared at like this was over. I suggested he go find a manager who perhaps had more knowledge. With a roll of the eyes he walked off to Haberdashery & spoke to a woman who said that no they dont take deposits but helpfully suggested I buy £100 in JLP vouchers & hope the sideboard is still there 7 days from now. If it isn't available in 7 days clearly I would give my friend £100 cash for him to spend anywhere he pleases - why would I tie him into JL vouchers when they were not prepared to hold the item with a deposit...
The customer service as awful in this store. I owned an electrical store before retiring & did what was necessary to help all customers.
To think JLP used to have a good customer service reputation - looking at the many bad reviews it clearly no longer gives a rats ass.
Is someone at head office even charged with checking their reviews!?
Shocking.

Terrible experience with John Lewis delivery. I ordered a tv on Wednesday 21.07. for delivery following Saturday 24.07. Delivery time frame given between 7am-5pm.
Friday Night 23.07. I received a txt message saying scheduled delivery between 14:40/16:40 Saturday 24.07.
Friday night I checked the order online and tracking has not moved from Processing Order. Woke up Saturday morning 24.07. Checked my account and it moved from processing order > Arrived at depot > Preparing from dispatch; and that’s where it stops.
I kept checking throughout the day on the progress of order to see if it’s Out for Delivery but it didn’t happen. I spoke to Webchat person where they told me nothing out of ordinary I should receive it today. As time went on nothing was happening so I called customer service, explained the situation and they said they would call me back with an update. Called me back and explained that the parcel has been handed over to a local delivery company but when asked which one was it they said they didn’t know and the local delivery company would contact me with an update that was 1pm. At 3pm spoke to web chat again and explained everything again they said they would escalate to Customer delivery Resolution Centre, again I asked who they gave the tv to so I can give them a call and they had no clue. The lady said someone will call me with an update and that it might turn up by 9pm. 9pm? Seriously? I have to wait all day till 9pm and then nothing turns up. Great idea. Their own time frame I was given for delivery prior to scheduled delivery was 7am-5pm nowhere it said 9pm. Called Customer service again 17:20 to find out if there has been an update and to ask what courier company will deliver it. The guy checked and said he can’t see what company will deliver it, which is so bizarre, how do you not update the system with tracking who you handed over the tv to. He repeated that I should receive it today by 9pm, no other information. So frustrating, I will definitely not be shopping again at John Lewis. If the TV doesn’t turn up tonight I will be cancelling the order and getting a refund and will be spending my money somewhere else because clearly they are unable to honour their promise of delivery in reasonable time or provide any delivery information.

I am not one for writing reviews, and generally feel if you have nothing good to say… Don’t say anything at all. That said, I was compelled to write a good review on Trust Pilot with regards service recently, and feel equally compelled to write a bad review with regards to my ill-treatment when shopping at John Lewis, Exeter.

I have used John Lewis for years, a loyal customer, travelling from North Devon up to London; before stores in Bristol and Exeter were opened. Admittedly, the Exeter store is lacking in many ways, as it is so very much smaller than most about Britain; this is no excuse for terrible service!

On a recent visit, after lockdown had ended I was looking about the ladies concessions, picking up things to try as I went; with some difficulty as stock/sizes seemed quite depleted. After trying-on a number of items I eventually found an illusive assistant, and asked if she had other sizes in the storeroom; as there were none on the rails.

I understand that part-time students are more attractive to employers these days, but must we suffer their attitude and indignant huffing and puffing. I asked for a size 12 in three frocks, not for her to pull her own fingernails out? Must I be shouted at, as she hissed “Visit the website, you have to order online” so wretchedly? Was the ‘roll of the eyes’ completely necessary and the tutting to her friend, expertly hidden behind a pillar needed?

After a lockdown of online shopping, I looked forward to ‘trying before buying’ and a-little service and customer care. John Lewis has no reputation for either now, as the reviews on Trust Pilot attest. Visit the store if you must, but please do not expect common decency or any form of regard.

I ordered the John Lewis Washer/Dryer JLWD1614 Freestanding washing machine. (£599.00) on the internet on the 4th July. It was delivered on the 12th July 2021.

On the first one hour wash and dry there was squeaking from the drum when it revolved.

I tried again a couple of times again on the short wash and the squeaking continued.

It is now the 22nd July and the noise from the machine is worse. I am still trying to get any help from John Lewis. Given that this problem occurred on the first wash the machine should have been taken away and replaced.
I have been passed from department to department.
Finally they gave me details of the phone number for Electrolux, and I have had to report a fault. An Engineer is coming on the 29th July 2021 – 17 days after I reported the fault.
In the meantime of course I have not been able to use the machine . Tried it again today and the squeaking is worse.
I have spent money and time trying to contact anyone in John Lewis who could/would deal with the issue.
If an expensive machine has a fault the first time it is used a reputable company would agree a replacement. They exhibit complete contempt for customers,.

Terrible terrible service. Laptop broke after 1.5 years. I sent it away for repair and just received it back still broken. They want me to travel hours to take it to a branch again for another repair. This is not possible, I am a master's student using a borrowed laptop till the end of this month. Their service is awful, do not buy from them.

The John Lewis where I live has been closed down and I have now been shopping on their online site. It is a dismal experience trying to get things sorted out when there is a problem. They take twenty minutes to answer the phone, then tell me someone else will phone me back next week. I have heard of people refusing to shop online with them, I think I will do the same.

Bought 2 i phones 11 in December. Have fault on 1. Called C/S today. Will take a month to get the phone back!!!!!