Johnlewis 

I used to trust in John Lewis as a brand and I was happy to pay a premium to shop there in good faith. Not anymore. Sadly I bought a Lenovo duet tablet a couple of months ago for £279 with a two-year guarantee. Very soon after opening it I realised it was glitchy, apps kept crashing and it would randomly turn off. I didn't have time to deal with it there and then but thought I had time within the two-year guarantee to sort it out. No dice. After an hour trying to negotiate with JL they flat refuse to refund it as more than 30 days had elapsed since it was purchased. Their terms state if a product develops a fault within 30 days of purchase, which it did, they can offer a refund. Their terms do not state the product must be returned within 30 days. They said they can take the tablet to look at it but this might take up to a month so I'm left waiting without a device. Honestly extremely frustrating, disappointing and a complete waste of my time.

Big Order - All items arrived quickly and correctly.

very impressed

ordered a Dyson hair dryer 14 Dec 2020 got email confirming order. Email on 18 Dec saying order was with courier for delivery within 48 hrs. Then email with guarantee. Track your order-no details!
21 Dec email saying my refund was being processed.
No delivery- no explanation just refund(hopefully).
Contacted customer services was told item may have been returned by carrier as it may have been damaged.
Very disappointed with their service and extremely poor email communication systems.

Had a problem with Hermes loosing our parcel ( Again! ) but I spoke to Faye in Customers services who sorted everything out, and sent out a replacement. John Lewis are successful because of their product offering and brilliant customer service, as always..

Thanks Faye you have rescued an important Xmas present..

Made a relatively small order and received a message that it had been delivered, with a photograph of a house. The carriers confirmed the delivery address which was 222 miles from my home. John Lewis have yet to answer. Will have to go to Trading Standards, I think. Very disappointing.

I've been shopping twice. Always fast shipping

There is an item that I am willing to order, pay for in advance and drive to the store to collect - without disturbing anyone from John Lewis. However, because the item is under £30, John Lewis want to charge me an additional £2 for putting them through all this trouble.

Excellent experience online. Ordered a dishwasher and the communication via text and email was the best I’ve experienced for a long while. The drivers came within the timed window, were polite and helpful, and all in all this was an excellent experience.

I purchased a £1700 Sony Television from John Lewis about 10 days ago,I found the salesperson cold and unhelpful the delivery guy even more so Where as the John Lewis of the 70/80 Gone? It's Amazon all the way for me now...

Do they EVER ACTUALLY ANSER the telephone on their customer service line? I keep holding on and have tooth and earache listening to the twinkly music and "we apologise for the delay, please be assured that our assistants are doing everything possible to answer your call as sonn as one becomes available". I don't want to shoot the messengers as I'm sure they are working very hard (Covid-19, on-line orders and Xmas) but this isn't good enough. Could the system not at least tell us where we are in the queue?? Only one of two orders has an email with a tracking number and has turned up. Absolutely nothing about the second order which was placed in store at exactly the same time with the same assistant. What am I to do???? Phone me PLEASE 07885 187895 Caroline Lloyd-Evans

PURCHASED A WASHING MACHINE IN APRIL NEVER WORKED HAS TAKEN MANY MANY CALLS TO HOTPOINT AND JOHN LEWIS TO TRY AND SORT THIS OUT THE PHONE LINE IS APPALING PROMISES TO CALL BACK NEVER HAPPEND AND WAS JUST PUSHED FROM PILLAR TO POST TECHNICLE DEPARTMENT WAS USELESS CHAT LINE WAS USELESS CUSTOMER SERVICE APPALING...ONLY NOW IM HOPING WE WILL RECEIVE A NEW MACHINE ....I HAVE BEEN A CUSTOMER OF JOHN LEWIS FOR OVER 55 YEARS AND I HAVE LOST ALL FAITH IN THEM NOW ...I JUST HOPE THEY TURN UP WEDNESDAY WITH THE NEW MACHINE AND TAKE THE OLD ONE AWAY

fantastic customer service ,, i really cant them ,, they sorted every problem in minutes with no fuss or hassle

Customer service was horrendous, we wanted to return a cracked mirror ( in original packing) sorry you cannot return broken glass of any kind, okay, what would you want me to do with it, no car on the road, husband 76, wife 73, both vulnerable and shielding? reply not our problem, really shabby. This has caused a tremendous amount of stress for us have never experienced it from any other retailer.
Not good enough John Lewis

Ordered a set of le creuset pans that were supposed to come with a free frying pan. Order arrived but no free pan. Contacted John Lewis customer services and received no response until I contacted them. Customer service guy then told me I hadn’t added the free pan to my shopping cart which was apparently written in the small print, I was then basically told it was my fault so tough. This is the level of customer service I would expect from a dodgy budget retailer, not a company like John Lewis. We are having a baby soon and had planned to buy furniture, prom etc from here, but are going to take our business elsewhere. Carry on like this John Lewis and you will be the next major retailer to go bust.

I would give 0 stars if I could, the worst customer service and logistics ever! ordered a wardrobe on 18th October and this was supposed to be delivered on 13th December, haven't received any emails from JL and after calling their useless customer service department I found out this will be delayed until 27th December. I'll never, ever buy any furniture from these crooks and advise everyone to do the same.

Placed an order on 30th October and website stated that delivery would be in 3 weeks. Waited three weeks and no update from JL and still no table. It’s now been 5 going on 6 weeks and they still haven’t contacted me and I’m the one that’s been ringing for an update on my order to just be told that they will ring me back. Customer service is awful!! Won’t be ordering from them again. I don’t even know if I will receive the table in time for Christmas.

They take your money straight away, but when it comes to returns it's like you've signed up to a 4 year ISSA.
You get an automated 48hr email saying they'll respond in that time frame... they don't.
They'll make out your item hasn't been returned to them... even though DHL tell you it has.
I honestly believe they are trying to prop themselves up by banking customers money.
A shame because it's maybe the best marketed department store out there.

Bad customer service 😡
I wanted to order a phase eight jumper in the sale, when I got to the checkout part, it said my size out of stock! I asked to be notified once back in stock in a medium size.

Mid week I was notified, but it had gone back to full price ! !! I emailed customer services to portray my disappointment. 3 days later I received a reply saying I’m not as many words .. sorry but basically tough !!!!! 😡😡😡John Lewis I have been a loyal customer for many years.. but no more !!! Shame on you !!!

I'm surprised. I purchased a watch in-store at Bluewater at the cheapest price on the net. The staff were extremely helpful and removed the excess links to fit. I don't go to John Lewis that often but when I do I've always been impressed by their service. Maybe they haven't got their online and delivery act together?

Ordered a perfume for my mum

Said delivery around 5-10 days

Arrived in 4 days great stuff would definitely recommend.