Johnlewis 

I ordered two sets of expensive wallpaper via John Lewis. Neither arrived within the prescribed time and one was weeks late.

The one that did arrive turned out to be the right style but wrong colour wallpaper. It was so late I’d moved out and building work had begun. Apparently though John Lewis can’t guarantee to send you the right order, so they were expected to check the style and colour code against the order before putting up.

I wasted so much time calling John Lewis to chase up to find out where the wallpaper was (one was supposed to take seven days and took two months), while my decorators were left waiting and replanting their work schedule, as promise after promise fell through.

John Lewis customer service had no idea what was happening as there is no ordering system with the supplier and just kept blaming the supplier (Little Paint Company), who I agree seem appalling.

John Lewis’s solution to this was simply to email my query to the Little Paint Company, who take several days to respond and if I was lucky they’d read out the reply (if they could find it). Sometimes this was to ask for more information - which was often clearly not needed (eg. Pics of the wallpaper to prove it was up, when that had no impact on the outcome). But critically it you can imagine how slow resolution of anything was. But as it was ordered via John Lewis, the supplier couldn’t deal direct with me.

The eventual resolution was often to promise a new delivery date which was missed and then we’d go back to square one.

It meant resolving anything was painstakingly slow, and I had decorators hanging round when promised delivery times didn’t happen.

There were also:

- lies that no one was in, when they clearly were (and neighbours confirmed)

- weird practices that if you aren’t in once they send the parcel back to the supplier, charge you postage and you have to order again

- blaming everyone and taking absolutely no responsibility, despite accepting my order and payment

- patronising and passive aggressive comments and emails eg. When raised that I was surprised that hadn’t even apologised for the situation, they sent me an apology for “the suppliers sending the wrong item” and for my decorators not checking it was the right wallpaper with me before putting up. It came off as sarcastic and passing the buck not genuine

I don’t know who they have working in customer services but it felt like there was a very childish and immature culture.

Anyway, after 3 months of calling them at least once a week to resolve issues, I’ve finally got two walls covered with wallpaper. One is the one I wanted and is great (though twice the price expected as the decorators reached a point where they wouldn’t come back unless I paid them overtime because of the delays).

The other is wallpaper that doesn’t match the rest of the room and I’m left with a choice of paying to have it removed and starting again, or adapting everything else to match that.

It’s a real shame as it’s the first time I’ve had wallpaper put up and was really looking forward to enjoying it.

The big lesson I’ve learned is never to order from John Lewis - life is far too short!

JL's delivery agents are abysmal. For the second time involving different products they have cancelled a delivery at the last minute despite arranging a date and time. They said they ran out of time? JL is supposedly a quality brand, unfortunately they are 5th rate when it comes to delivery. I will not be buying from them again.

1) Due to Covid in '20 we had a delay in using a £5.00 voucher, and was advised by CS that unfortunately this voucher would no longer be useable as stores were being closed.
2) We then tried to buy a washing machine in June'20 (on line, as store was closed) but all we received was obstacles in doing so and had to go elsewhere.
3) This week we visited for the first time in a year the Nottingham store. We made two purchases of clothing for my partner. Whilst there she also saw a Gillet from Joules, which she liked. On returning home it was obvious she would have liked one so I said I would make the trip to Nottingham a get it the next day. She called CS, as she did not want me to make a wasted visit and we avoid unnecessary public visits. Despite calling the store telephone number she spoke with CS somewhere else. She explained and was told the store would call us back by 2pm. They did call but it was after 4pm. They advised us that there were no longer any Joules Gillet's of the colour and size she wanted and to try online. He seemed adamant all three had been sold 'as it was sale time'. We did not believe him and I visited the store next morning and found all three Gillet's still there on the same rail and place. I purchased the one my partner liked and she is really happy. I said to the cashier that they had nearly lost a sale had I not come back to the store and was met with indifference. We have in the past made JL our first port of call due to excellent service. Having been involved in sales and retail for 50 years I have never met a retailer who had no desire to sell. When the hunger for a sale goes so does the business in our opinion. So sorry JL but when times are hard you need to try harder and retail must be fun for both customers and staff to enlighten their day. Retail for customers is a therapy for happiness

I bought an iPhone that was supposed to come with a free set of Beats headphones. The offer would not redeem so was told by Customer Services to send an image of the page to them. They disputed that I have not redeemed it correctly and, even though I bought the phone, consistently refused to honour it. I took this to board level over a point of principle but they maintained the same position. Over a set of headphones!! It wouldn't be fair to other customers apparently if they sent them to me. All of the communications laced with comments such as "I know this will be a disappointment to you" etc. Another customer bites the dust. They are Gerald Ratner by a thousand cuts. Goodbye John Lewis.

Really sad to say but JL.com has broken.. Spent 2hrs trying to buy a mattress for over £3k, an hour alone today on one call. Website kicks out the critical recycling of old matress at checkout, so tried doing by phone but they had the same issue. Called 3 days earlier and told try again in 3 days and they will fix website isse. Tried again today online same thing. After 1hr (exactly) on the phone trying to buy that way the line went dead and I was kicked off the call (at the point they had a fix and had given my card details and phone.email.. :-( ). No call back so going to spend with someone that wants my money. Used to be so good.. ..now soooooo bad.

I ordered a petrol mountfield lawn mower.
They sent a battery law mower.
Its take email phone call and over a week to try and get it replaced
Told they would change it on Tuesday then told no Wednesday. Do not buy any garden machinery from them
What a joke. There communication is rubbish.
I will never use them again.

I bought a really expensive (£999) John Lewis Climate Collection Copper 1600 Double Medium/Firm Tension Pocket Spring Mattress last year, as I suffer from osteoarthritis, thinking this would be a really worthwhile investment.

I tried out the demonstration model in the shop and it felt fine. However, when mine arrived and I had spent two or three nights on it, I found I was waking up with backache, having felt that I was somehow sleeping on a slight slope, and not level.

I raised this with John Lewis Customer Service and they sent over two different individuals to inspect it, both of whom told me there was a clear camber on it (like a road) and that it was really not ideal for a single occupant.

However, when the supposed results of the two reports came back to me from JL, no mention was made in either of them of this feature; they apparently found there was no manufacturing defect and the mattress was completely fit for purpose.

During my quest to receive a refund (the mattress has been covered with a thick topper since the end of the first week and is therefore in pristine condition) I was patronised, told to commission my own private report (which they would "look at" but not necessarily abide by) and they repeatedly denied that either of their own inspectors had observed the camber, or that the mattress was not ideal for a single occupant. Indeed, I was spoken to with great discourtesy on my final conversation with a male agent in Scotland. It felt like a thoroughly unpleasant mauling.

I continue to suffer from this mattress, and now only use it as an occasional change from my sofa. I hardly use my bedroom at all.

I used to be such a happy customer of this company, and would now never, ever make a large purchase from them. The customer with any complaints is evidently the customer they now cannot be bothered with, and I certainly felt that the attack dog who dealt with my final call had been specifically hired because of his people skills.

I still want justice, as this mattress should be level and not cambered, and I should not be in pain after using it, nor living like a pauper in my lounge because of it.

Wish I could give no starts at all!! The customer service team is that bad!
Terrible John Lewis Customer Service! AVOID JOHN LEWIS PURCHASES!!!
Absolutely terrible customer service. Disgusted by their customer service reps and attitude. Ordered a Bosch washing machine which proved faulty on the first wash. Called them to arrange a collection and full refund. Customer rep first said a washing machine is “not necessary” (I have two kids with the younger one being 1yr old!!) then he said I was throwing a “tantrum” and was “not being fair” to their red taping. Basically they are putting in unwanted procedures and processes in place to avoid collecting a very expensive machine and making sure to cause as much inconvenience as possible! I had to get an emergency plumber out at 9.30pm to drain the water collected in the machine and he also certified the installation was fine and the machine was faulty. Sent the report to John Lewis and now they are saying they will do their own investigation as well after confirming on a email that my emergency plumbers report will be considered.
If like me you don’t have loads of time to waste, Shop AO and avoid John Lewis like the plague!

Ordered tv on Wednesday for delivery Saturday. Was given an update with 2hr window on Friday. Driver rang to narrow that down further. Tv arrived on time, pristine and works fine for all functions.
I'd normally only give a five star to a company that goes above and beyond, not just as-you-would-expect, but my experience has not been like some recent horror stories posted here, so for balance - "well done John Lewis."

Well all you middle Englanders, it's true! JL is no longer a bastion of service and reliablity. Bought a barbecue from them three years ago and paid for them to set it up and now it has virtually collapsed! Leans to one side at an angle of 40 degrees unsafe and totally unusable. Should have complained sooner but there you are. Dont pay for set up and dont assume that becuause it is John Lewis it is going to be done well.!

AVOID

ABSOLUTELY SHOCKING SERVICE AND BEHAVIOUR
ABSOLUTELY SHOCKING SERVICE. WHAT A MASSIVE LET DOWN FOR A COMPANY THAT I ALWAYS HELD IN HIGH REGARD. PRODUCY PURCASED , FAULTY, RETURNED, PROMISED CALL BACK 4 TIMES NEVER HAPPENED AND NO MONEY BACK FROM REFUND. NOT THE JOHN LEWIS I GREW UP TO KNOW!!!! AVOID!!!!

Disappointing customer service rules. My delivery parcel was ripped and 2 items missing. DPD did the delivery for John Lewis and clearly the items were stolen by the DPD driver. I sent the proof with pictures and video from my camera bell. I had to call several times asking for a replacement but still they don’t want to replace the missing items. They even told me they would put the down because I was complaining. I have to wait until DPD and John Lewis sort thing out between them. Very annoying,

had to purchase a rug online as there is a much larger selection, also my local store
in Chester has closed. The rug arrived but
unfortunately it did not match the online
description, I want to return it and have been told there is a £29.95 charge for a
large item. No wonder John Lewis are
closing stores they do not want to compete
with other businesses who are not implementing these charges. John Lewis
is relying on there name and past customer
service which unfortunately has gone
downhill. I am now forced into a situation
of driving approx 50 miles round trip to return the rug to a store. have spent Thousands over the years on kitchens,
furniture, appliances the list is endless
but they have lost me as a customer.

The most appalling after sales service
Staff rude on the phone
Will never use online service ever again

I live in France and since Brexit JL will no longer send purchases to any EU country. So I negotiated with my cousin to have my order sent to him in UK for bringing here by car. Order placed and delivered but no email confirmation of despatch which would have attached a VAT invoice which is needed to show Customs. No VAT invoice available on line currently so rang Customer Services.

No, they cannot email me an invoice, this must be mailed to France. I explained reason for invoice (Customs at border) and again told not possible to email. I asked to speak with supervisor - not available which I said was unacceptable and the "partner" cut off the call.

I rang again and was given a case number from the Accounts Dept. who will email me a VAT invoice within 48 hours. Fortunately this is within the time frame of cousin's return to France but it might have been too late.

I googled how to get VAT invoice and it said the invoice will be on my JL account 24 hours after the goods have been delivered. But why so long when it is attached to the order delivery time confirmation? So why was I not told this by Customer Services when I called?

If JL continues with this unhelpful after-sales service they run the risk of losing their internet customer base. It is to be hoped that John Lewis will resume delivery to the EU when the customs regulations have sorted themselves out - if Marks & Spencers can despatch to the EU, so can John Lewis.

John Lewis are fundamentally dishonest.
They sold me a television, delivered it and then withdrew the promised £100 e-gift card. This is a breach of contract. Their customer services have refused to honour their mistake. So shoddy!

Yesterday I left a negative review concerning returning TV. Today I received this email, which must be a complete coincidence, or maybe something else?
"Thank you for placing your order with John Lewis & Partners.
We're sorry to inform you that due to a technical issue, incorrect information on an offer was included in your order confirmation email, which stated that your order qualified for a £100 e-gift card. The order you placed does not qualify and therefore unfortunately, you will not be able to claim a gift card on this occasion. We apologise for the inconvenience and disappointment this may have caused.
Kind regards

Customer Service team
John Lewis & Partners"

We recently bought a new television and purchased the installation, demo and recycle package.
This review is solely to offer our huge thanks and compliments to Sean and Time, the delivery team. They persevered against all odds and demonstrated determination and a bull-dog spirit.
Thanks you Sean and Time for restoring our confidence in the John Lewis experience. A massive thankyou and well done from Nadine and Jim.

Just paid out Wall Mount Install & Set Up
Qty: 1 £125.00
TV Set Up & Demo
Qty: 1 £44.99

When I enquired before purchasing I was told this would include set up of BT.

When the fitting guys arrived they said they do not connect BT TV and after talking to Customer Service they agreed they don't do this.

So paid £44.99 to be shown two controllers and had to set up TV myself.

On Thursday I ordered an air fryer from John Lewis. I should have known better having had appalling service in the past. the order said it would take several working days to arrive so I wasn't expecting it till next week. Imagine my surprise and delight therefore when I got a confirmation saying it would arrive today, Friday 21st. So I stayed hom ALL DAY instead of doing the things I had planned. Did it arrive. Of course not, Nor does DPD have any knowledge of it - they say. Why say irt when it patently was not going to hapen? If they are so incompetent it doesn't say much for their products. Theyn will take no notice of a bad review. I woud like to think they will go the way of Denhams and go out of business soon.