Johnlewis 

As a very good past and loyal customer of John Lewis I will no longer purchase from their stores or their online store.

Warranty and Guarantees are handed out like sweets on electrical products, only to be dismissed when customers ask for products to be replaced under the rules of the “Consumer Protection” legislation on goods under a year old from their stores.

Further the condescension and total disinterest of the telephone contact point at John Lewis put the tin lid on it for me.

In the last two weeks I have had problems with a TV and a washing Machine. Both these products are under a year old and on contacting JL, I find that it is I, the customer, who’s left with the difficulty in the case of the TV, of finding the contact details of the manufacturers to instigate warranty procedure. Then I’m required to jump through hoops to prove the product isn’t fit for purpose. Further, when requesting an engineer to visit it results in dire warnings of monetary penalties should this visit be unnecessary.

This fiasco, culminating in the replacement of faulty TV is currently into its 3rd week and I’m still awaiting a replacement from Sony.

I’m a senior citizen and my TV is a lifeline for me. Would it be too much to ask that the manufacturer and the retailer come to an agreement to replace faulty goods? It’s not rocket science!!

This is definitely a case of buyer beware as there now appears to be no benefit from purchasing from a store which used to be highly respected for customer service.

I recently purchased a dress online from John Lewis £165, but when it arrived it came with a price tag attached showing price at £145. I contacted customer service to ask why I should pay £20 more for the dress. I was told that last year when the dress came in the price was £145, but it is now priced at the higher price and that is what I would have to pay if I wish to keep the dress. I point out that JL trade on the slogan “never knowingly under sold” I always took this to mean JL would not rip customers off. I am informed that it means they will price match but only if you can find it at a cheaper price at a different supplier. Not if they advertise it on their own tag!! After a lot of back and forth, I pointed out that the stock number on the tag and the invoice were different. It was agreed that I could have a £20 refund against the item as here was no proof that the dress charge for and the dress supplier was exactly the same. I thought like most buying from JL, I was buying a quality item from a quality retailer, I wonder if some of the more prestigious brands sold by JL released how they are being represented.

Appalling customer service. Curtain poles delivered. Cut to size and fitted, then discovered two curtain rings broken. Asked for replacement rings. Would only accept return of whole pole. Asked them not to send and purchased replacement rings myself. Then discovered replacement poles dispatched, told to reject which I did. Some weeks later received a demand for return of both poles. Hopefully now sorted but customer service person wasn’t listening as came back and asked same questions several times. Finally compelled a grudging apology from him. What has happened to John Lewis? I made all my major purchases from them because of their customer service.

WHAT A WASTE OF TIME NEVER EVER BUY FROM JOHN LEWIS
YOU WONT BELIEVE HOW BAD THEIR CUSTOMER SERVICE IS FOR A MAJOR RETAILER THE EXPERIENCE HAS LEFT ME SHELL SHOCKED

I ordered an I phone from John Lewis to be delivered to a Co op store in St Ives in Cornwall for collection. I ordered it from John Lewis for a few reasons
A... It said next day delivery
B... I got a two year warranty
C... They are a reliable company ( or so I thought)
The next day I received an email saying my order was currently delayed and a text apologising for the delay. Then nothing!
So I gave them the the benefit of the doubt and waited a couple of days for its arrival ... It didn’t!
So I rang John Lewis and was put through to the curriers and handlers and explained what had happened. They apologised and ordered another phone, this time saying the phone would arrive two days later. So I agreed to that, hoping that this time it would arrive.
On the day it was supposed to arrive, another email arrived (but not my phone) with the same thing. The current order has been delayed. I rang up Immediately this time as by now I was becoming a bit annoyed! Again I was put through to the curriers and handlers. They didn’t seem to know why this had happened twice. But said they would order another phone for me. To be honest at this point I was a bit unsure wether to bother or not, but I thought third time lucky. 🤞
Oh also I had by now received a two year guarantee for the first phone which I hadn’t even received 🙄
Although I had parted with 450 pounds! so now no phone and Minus 450 pounds.
The currier said this time he was hopeful that this phone would probably turn up the next day but guess what! It didn’t.
I am thankfully now in receipt of my refund after ringing up yet again informing them that my phone did not turn up.
It’s safe to say that I won’t be ordering anything online from John Lewis again . I then ordered my new phone from Amazon and it arrived the next day! I wish I’d done this in the beginning.
I didn’t even want to give John Lewis one star but couldn’t leave a review without it..

Clayton has just fitted a parque Amtico hard flooring to our lounge that we ordered from John Lewis.

Good price, quite quick delivery, excellent service from Clayton the fitter, pleasant, diligent and did a brilliant job.

Would recommend John Lewis and especially Clayton for his work.

I went to JL to purchase some La Mer Cream after purchasing a 15ml pot of soft moisturizer online. I loved it. It helped with my eczema on my face. I took the little jar with me to show a member of staff because my eyes without my lenses at the mo are not good. There was no member of staff on the La Mer counter. A lady came over from Clinique. I said i wanted the same as this but in a 30ml and showed her the pot. She said no problem. She packed it in a bag and i paid and off I went. It wasn't until the next day and opened it and smoothed it on my face and i realised she gave me the wrong product. I have been sold a cream but not 'soft' liked I asked for and even showed her the empty pot. It will not absorb like the other one. So angry as i can't take it back now. If you cannot get the trained La Mer staff on the Concessions counter then why have it in store. I wouldn't of minded normally but this cost me £130. I will be writing to La Mer with regards to my experience!!

I have a running saga regarding a a John Lewis exclusive Turtle Mat which is faulty. After being fobbed off by various members of staff, who demanded a receipt before they would do anything, I wrote to Dame Sharon. In that letter I pointed out that (a) the Turtle Mat is under warranty (the guarantee is for 5-years) and that nobody is disputing that the mat itself is faulty; (b) the mat is a John Lewis exclusive, and it's not available elsewhere; (c) Turtle Mat have confirmed that the date code on the mat is for July 2016, and that it would not have been in store until around September 2016 at the earliest, i.e. well within the 5 year warranty period.

In response to my letter, I received a call from a lady called Saith, in Director Relations at Head Office, who said that they were still not prepared to replace the mat, despite accepting that no receipt is required for claims that an item is not of merchantable quality.

Apparently Dame Sharon had seen my letter and that was her view as well, directing Saith's response. When the boss of a company decides not to put customer service above other considerations, especially when they know the legal position is in the customer's favour, you know the firm is in big trouble.

I had signed up to be notified when the new Apple iMac is in store, which I intended to purchase at £1249. Well not now. I may as well spend my money with Apple. I bet the profit on that iMac is more than the £49.95 mat they're refusing to replace! It's not as though JL would have lost out - Turtle Mat has said that the mat is within warranty and would be replaced, but only through JL!!!

It's such a shame that a bastion of the High Street has gone to the dogs. Will JL be around in 15 years, I doubt it. I can't remember when I last purchased 'white goods' from JL, there's better deals out there, with the same or better warranties, and they're usually delivered direct from the manufacturer anyway. I, for one, am certainly going to try not to give JL any custom in the future - and I urge you to do the same. (Amazon give, generally, 5* customer service, as do Lakeland: give your custom to businesses that give you good service, be they big or a little store on the High Street!)

Bought tv 1 year ago with 5 yr warranty . Broke down and told one wk to pick up and could be 4 wks to repair . Could not get a replacement and could not get a refund . So beware the guarantee from John Lewis is useless . Even asked if we had another tv to use ... we are in our seventies so no. BEWARE will not be buying from John Lewis again .

Bosch freezer keeps beeping , 4 service calls so far in 7 months. Asked for a refund or exchange. No Chance.
Said I could be putting hot things in it.

I recently purchased an e-gift card and but by mistake made a slight mistake in the recipients email address.

I contact John Lewis Customer Services a few days later and they promptly rectified my error.

I could not have been happier with John Lewis Customer Services

My John Lewis Partnership mastercard's security was breached on 15 April 2021 when a fraudster made 5 'shopping spree' purchases totalling GBP4.66k ... what makes it more alarming is that they phoned up on 14 April and were able to change my memorable word and key contact mobile number, so that when John Lewis 'called' on the 15th to query the 1st transaction, the fraudster happily told them it was legitimate. They also knew my credit limit as the card was spent to that limit. And to add insult to injury ... I got a letter today through the post dated 14 April, so 8 days later ... telling me that my memorable word had been changed and to contact them "immediately" if it wasn't me! Come on John Lewis WAKE UP. Final insult is being sent a replacement card ... which I have obviously no interest in accepting when such serious questions remain unanswered as to their security controls. And I still don't know what's going on ... other than to be told 'we will phone you'. Interesting to also hear of friends / acquaintances who had John Lewis cards hacked last week, so there must have been a huge security breach ... nowhere in the press?! Absolutely shocking.

Bought a 55 inch TV £2000 and for a almost a year stood unable to work due to fault . Contacted them today finally after all the trouble of the Pandemic their stores closed unable to contact by phone just automated phone line. So today finally got to speak to someone to be told they can not do anything as it is now out of warranty and they tell me they have always been in the offices dispite the papers and tv saying their closed and on line and my number of attempts to contact them over the last year . The i'am also told to go into store to sought it out BUT they don't seem to know Sheffield Store is closed for good . Their crown as slipped they are no longer the top store they used be will never buy from them again even on line SHOCKING SERVICE . The demise of the name ,i will never speak good of them .

A few weeks ago, after a long delay in receiving delivery of a mirrored wardrobe l complained on this site. Within days JL had been in touch to apologise and began chasing up. An incorrect tel no for their suppliers as well as other hold ups due to Brexit was the explanation and l'm pleased to say the wardrobe has now been delivered and fitted. Fitters did a great job and wardrobe looks great. I fully understand the problems JL are up against but now they are closing stores and there will be far more emphasis on working remotely then the customer must get the same level of service as they had in the store. Best of luck for the future John Lewis I will continue to shop with you.

After complaining about my experience that I had regarding an expensive perfume I was gifted for my 50th birthday I get the most ridiculous reply from John Lewis. I had taken the trouble to personally visit the store because I was advised to by their customer service and my visit was a waste as the Dior beauty representative did nothing about the faulty perfume. After writing a review about John Lewis I get a reply from then to revisit the store. Are they joking. I wasted a whole day paid a hefty price for parking in Reading and all they can say is revisit the store and talk to the manager. This store is a complete disappointment. I shall be complaining to trading standards and also put my complaint on social media. Ridiculous!!!

Bought a washing machine with delivery and fitting service.
From the minute the guys turned up i could tell they were looking for excuses not to fit the new washing machine.
They removed the old one(a John Lewis unit) and then said they could not fit the new one as it was plugged into a fully certified extension lead which was fitted inside the kitchen unit next to the washer,i said ok but its been like that for 25 years to my knowledge,i also said just plumb it in and i will plug it in,they refused and they removed my perfectly good old hose and then they capped the water supply to the machine off,they left the machine half in half out of the space,i said i wanted the old machine refitted and cancel the new,firstly they refused to get the old machine off the van then they said if that was the case they would have to leave the old machine on the drive as they had done their job now.
Absolute waste of time and a horrible arrogant so called fitter,total jobs worth,in fairness i think the driver was embarrased by the behaviour of the so called fitter.

Car Insurance.
Regarding my car insurance quote I contacted John Lewis and spoke with Emma .W, Emma was very professional and polite to deal with my queries and she has gone an extra mile to get a best possible quote for me. I have agreed with her quote and have also paid the premium in full.
Staff such as Emma are assets to your company.

I have recently bought a great deal of expensive items from John Lewis, the most recent being a tumble dryer. It is absolute rubbish, it decides what time and heat it will perform on and if the clothes are not dry, you can’t put it on again, well you can but it doesn’t get hot. I called JL and was told they didn’t know how to operate it, EVEN THOUGH IT IS SOLD AS JOHN LEWIS OWN BRAND, and I should call Hotpoint, which I did, only to be told someone would call me back. Of course they never did. Where is the old John Lewis we knew and trusted, how sad that even this company can no longer be counted on for good service, look at your reviews
John Lewis!!!!!

Following delivery of an order on 9th Mar, a John Lewis lorry reversed out of our driveway , damaging our recently installed electric gates (causing ~ £1,500 of damage) They then drove off WITHOUT bothering to tell us, leaving the gates jammed wide open (so our 2 dogs were able to get out into the road).
The incident was immediately reported to Customer Services. They were shocked at the behaviour of the delivery team, and informed us this unfortunate incident would be dealt with appropriately -ie. any damage would be rectified, and we would be compensated. We supplied all the necessary details, along with supporting photographic evidence.
Today- 3.5. weeks AFTER the incident-I was informed that the John Lewis Transport team were not going to accept liability. They claim that the gates shut on their lorry, BUT are not prepared to share the CCTV footage from the lorry, evidencing this. We know that the gate automation system was/ is functioning correctly. The gates are driven through several times each day, and we also have regular deliveries- including, from Ocado, Amazon, DPD, Hermes, DHL, Parcelforce, DHL, Next, Yodel etc. Nobody has ever had a problem.
The customer service representative claimed there was nothing more that could be done, and that in order to progress this I would need to take it up externally. When asked what he meant by that, he said legally!
This is an appalling -and totally unacceptable service from John Lewis.

Paid £1200 for a fridge freezer and instalation expecting a decent service and no hassle. Installer dragged old fridge freezer out using only a thin plastic sheet and scratched up our new wooden flooring. The installer was apologetic and told us not to worry and to call John Lewis who would send a polisher to repair the damage. John Lewis' reply is they deny they did it as we can't prove it.