Johnlewis 

I have ordered a laptop, but it actually wasn't what I wanted. I should've read more carefully the description of the product, eg, the measurements, various usb ports etc. On the same day and an hour after, I rang the customer service. I was dealt with in a proper manner and was promised that the refund would follow in a few days. Yes the refund was put back into my account. I wish customer would be a little more patient, due to this turbulent times.

I bought some bedding from John Lewis online and was surprised when it arrived that it did not match the photos on their website.
As I had already opened the packaging I asked how to return it, to be told “I must make you aware that photos shown on product pages may sometimes differ from what you may receive, and are examples only”.
John Lewis have supplied an item quite different to that they they advertised and expect me to be satisfied?

Awaiting a pair of George Jenson candlestick holders (not cheap) which we’re assured in time to decorate the Christmas table. In a couple of weeks it will be March. Maybe John Lewis meant delivery for 2021 Christmas? Appalling customer service. Don’t shop online. I first noticed these in the York Store in December!! Ridiculous!

I was very surprised to see the number of poor reviews. I’ve had two recent encounters with them - both excellent experiences. I have a TV bought just under 2 years ago which stopped responding to the remote. Sony were a complete waste of time. It was only when I found the receipt that I realised it was under a John Lewis guarantee. Customer services were really friendly, helpful and efficient (on a Sunday). The engineer contacted me on the Monday and collected the TV the same day offering to loan me a TV. It was returned fully repaired on the Wednesday. Everyone I dealt with was polite and friendly and kept me informed throughout.
Based on this experience I ordered my new oven from them - delivered and installed with no problem and the same efficiency. Very happy 😃

Ordered a new washing machine plus £90 for installation.
On first usage I switched it on and went upstairs to have a shower. Ten minutes later returned to flooded kitchen and lounge! Not plumbed in correctly.
Number advertising complaints handling on web site don’t deal with complaints!!
And no response to live chat channel.
Hugely frustrating. Looks like another day off work to get installation team back and I wonder who will be liable for lounge carpet?!! Me no doubt.
All very disappointing.

I ordered my daughter an apple ipad 12 from John lewis, thinking it a reputable company and trustworthy. I paid £6.95 for next day delivery as my daughter needed it immediately for a project she was working on. My daughter took the day off work and sat and waited and waited and waited. She called me to confirm the date and timings, I checked the confirmation email, 11th February between 07.30 and 18.00hrs, so whilst she'd waited in all day it was still only 16.00hrs and two hours left before no show. 1700hrs I received ANOTHER confirmation email to say it will now be delivered 12th of February! No explanation, apology or offer of a refund (for the £6.95 next day delivery, which didn't happen).
My daughter can't take another day off work and there is no one to receive the ipad. Wish I had used Amazon now, what a waste of my daughters time and a days holiday she can't get back. Very unprofessional and wouldn't use again. Wish I'd read reviews prior to purchase, didn't realise the bad reputation they had brought upon themselves.

I recently placed an order for some bakeware with John Lewis and using PayPal as the means of payment. John Lewis however instead of delivering to my PayPal address delivered my order to where I used to live some 6 years ago. I entered into an online ‘chat’ with them to try to resolve the issue but received no help whatsoever. They said, and I quote from the recorded chat:
“And since we don't advertise on our website that you can use your paypal address to order we can't take responsibility for it ending up at the wrong address”
Now this plainly isn’t the case, PayPal as an option is there for all to see on their website and the purchase from them appears on my PayPal account. They went on further to say and once again and I quote from the recorded chat:
“You will have to get the new residents to mail you the package. Thats all I can say on the matter.”
Having read reviews on here, it would appear that this is the sort of customer service that lots of customers have experienced as 80% of all reviews rate them as ‘Bad’. I never bothered checking them out before I purchased from them as I’d always mistakenly understood that they were a reputable company. Boy how things have changed.

I placed an order on 12th December 2020, an Asus laptop with extended warranty for £439.99
On the 14th December they emailed to say the package had been despatched, and yet on the 21st (a full week later) they emailed to say the purchase had been cancelled and refunded with no further explanation.
Clearly this was a Christmas gift - yet the purchase was cancelled with no notice or reason and only 4 days left to find an alternative.
Furthermore, the refund received was only for the purchase price of £399.99, not the extended warranty, leaving me out of pocket by £40.

With four days left to find a replacement and stocks running low everywhere the only thing I could find was £146 more expensive. Thank John Lewis.

To get my £40 back I then had to contact the 3rd party insurance provider, involving a lengthy phone call, all FOR A PRODUCT I NEVER RECEIVED.

After making a complaint I received an email with a thin apology offering £10 and, regarding the warranty, basically saying "it's all in the small print". Even going to the senior management only led to an almost hostile phone call from a secretary.

In summary John Lewis are not what they were, they really don't give a stuff, and the reassurance they once offered is no longer there so don't give them preference over an on-line retailer.

Oh, and I never did get my £10

** Scroll down for updates.
Shocking and will never use again. Bought a TV from them in 2019 with a 'so called' 5 year guarantee. The TV stopped working in December 2020 and I rang them to try and get it fixed. I couldn't find the original receipt but had a credit card statement that had the transaction clearly stated, they wouldn't honour the guarantee because I didn't have the original receipt. The reason given was that the transaction on the credit card statement could have been for something other than the TV. The TV was £1800 and I am really disappointed with their disgraceful attempt to fob me off. Every large company keeps records of stock and links them to transactions. With a small amount of effort they could have looked back and verified the purchase.

** Update 1. John Lewis has sent me an email today that verifies the transaction and have agreed to send an engineer to inspect the TV. If you are in the situation that I was be persistent and consider the following approaches.
1. Send a formal complaint to the CEO
2. If you used a credit card try invoking section 75.
3. Log the dispute with resolver.
Doing these things could get you past the lower lines of customer service and to someone who should be able to help.

I can't believe how poor some of the John Lewis reviews are. May be I have just be lucky every time I use John Lewis. I quite often order off them at least twice a week online for both store collection or delivery. I have been doing this for the past 10 years and in all this time I have only had an issue a couple of times. They deliver promptly, refund no issues and their customer service is excellent!

Have had to make at least 20 calls to the aftercare team. We have a broken ottoman bed base which is under warranty so JL agreed to remove the broken one & replace it free of charge 3 months ago. 1st attempt they didn’t have the new bed with them but wanted to pick up the old one!! 2nd attempt they went to the wrong depot so couldn’t load the item. 3rd attempt they called to say on their way to deliver but not collecting the broken one.. when I said that’s not what’s been agreed they cancelled the delivery even though they were almost at my address but didn’t bother to tell me they’d cancelled! Only found out when I called to see what’s going on this time..
3 days wasted waiting for failed deliveries now they say it will be all done tomorrow... I’m not holding my breath...All staff have been very polite & apologetic but the overall service has been abysmal. Used JL a lot in the past. But I would NEVER use JL again. Shameful.

I would like to add to the rest of the poor reviews left. I thought it was just me but it seems that John Lewis have lost their reputation for good customer service. We were told yesterday "if we refunded every one who complained we would not still be in business". Well there is a chance they won't be soon. I used to love John Lewis but no more. I won't be back!

Customer service team are rude and lack any understanding of how to treat and talk to customers.
I've had months of back and forth with them, including me having to chase them on several occasions.
Faulty mattress and faulty bed, mattress swapped for what turned out to be a terrible product and technician sent round (weeks later) to fix the bed. They act like they did me a favour in getting the bed fixed and replacing the faulty mattress and refused to even apologise for the terrible experience I've had with them. Told them the new mattress was unusable and I was basically told to like it or lump it.
Won't be shopping with John Lewis ever again and if they go under, they have only their customer service to blame.

My experience is repeatedly appalling with JL. Contacted customer Service to complain (nicely-no swearing or raised voice) and they put the phone down on me. Rang back, spoke to manager who promised my previous call would be investigated (A Lie) and I heard nothing. Made several attempts to engage with JL over SM and direct to no avail. Purchasing online from JL is not always a good experience.

Used their online form to ask a simple question on the 12th, received a 'how did we do' survey on the 15th, it's now the 16th and I still haven't even had an answer to my question.

Bought some head phones in July 2020 from JL online. They have now stopped working and will not reset. Tried to contact JL via online chat but after 40 mins in queue I had only moved 3 paces down. So I decided to email. Got a response after 48 hours stating that I will need to take them to a JL store in order for them to be seen by a technician as the as customer services are unable to deal due to the pandemic. That’s great but all JL stores are shut and for how long I do not know! I have emailed back asking for an address of a store that is open in the UK! Let’s see what they respond! Very poor to be given that suggestion! Not helpful.

I bought a laptop with 'added care' from John Lewis as a treat for my son back in March 2020 (the day before the 1st lockdown) as he was really scared of moving up to secondary school. He loved it and fortunately was able to use it for accessing live lessons and keeping in touch with friends at his new school and really helped him settle in. Everything was going well until just before Christmas his camera and microphone stopped working. 'It'll be OK' I thought he doesn't need it for school now until January, it's still within the warranty and I have the "no quibble" added care it'll be exchanged no problem. How wrong I was. After spending hours on the phone and being passed from pillar to post I was told that ' yes, you will have to fork out £645 of your own money, the evening before he starts back at school for a new laptop as we aren't allowed to trade. We are allowed to take your money to buy another one and have the nerve to ask if you want added care with that one but we really aren't interested in the fact that our salesman said added care would be a great idea for your first laptop and no we can't transfer that over to cover your new one. Letd keep our fingers crossed that this one doesn't break too and we'll have to put it with the other one until the store re-opens, which could be ages until you'll have to stand in a massive queue. Slow hand clap Mr Lewis. Never will I buy anything expensive from you again. I could never have imagined using anywhere else. Every appliance in my house is the very best I can afford and from John Lewis. Even a new range for the kitchen - fingers crossed for that too.

Oh gosh I thought it was only me who’s had a bad experience with JL recently but reading reviews it appears not!
I purchased a pair of earrings at beg Oct for Xmas gift for daughter- in- law, for £56 ( she is great fan of JL so thought I was on to a winner). She wore them for a few days at Xmas and one literally fell apart - did not get caught in anything / no force used etc. JL only offered £12 back as it was outside of their 30 day period. Lesson learned - do not buy Xmas gifts early at JL.

Bought a pair of shoes online, the wrong shoes arrived, I sent the wrong shoes back, guess what arrived today, the same wrong shoes!!!

These guys are so inefficient.