Johnlewis 

I don’t think I’ve ever received such poor service from anyone else, so here goes. I ordered a stereo unit from them last Thursday 26/11/20, with delivery arranged for the following day - 27th. Stayed in all day, nothing. Stayed in on the Saturday too. Still nothing. I messaged them through their service, and was promised a callback. Nothing. Three emails later and finally a phone call, which I missed. Rang them, they pissed me around for twenty minutes before the line went dead. Rang AGAIN, spoke to THE most disinterested, unapologetic clown in there who said there weren’t any of my item left....Unbelievably, they then chose to mess me around for four days/three emails/a message before admitting their mistake. They’ve offered to refund my money ‘..within four to five working days...’. I’m bloody livid! Completely pathetic ‘help’, poor delivery (non existent) lack of people skills. Will NOT ever use them again.

John Lewis when your order is correct is great but if anything goes wrong you can forget about it. Their customer service is the worst I have ever had to deal with.

I received a broken item and have been put through to every department except the correct one and now they don’t reply to emails. I just want a refund for the item that is broken, their fault as it wasn’t even protected during transport just put in a box with no bubble wrap etc. and I have provided photographic evidence. I won’t be ordering anything else from them as it’s a waste of money if anything goes wrong with your order.

Tried to purchase an Xbox series x from their website which crashed, I was then given the run around by various rude customer service assistants who wouldn’t let me speak with management and eventually sent complaint through to their chairwoman dame Sharon white who passed the complaint back down to the original complaints team all in all a very bad experience and will never purchase from them again, I worry for the staff within this organisation as the actions of their complaints team may well be the reason this once treasured British institution goes to the wall.

Bought a tumble drier from The Trafford Centre Manchester on 23rd October it was a machine on site that was a cancelled order. I was told to expect delivery within the week.
On the 30th October I contacted customer services to say I had not received my machine. I was pushed from pillar to post trying to speak to someone in customer services who could help - they could not even trace my order paid for in full on their own job Lewis credit card and having had my receipt stored in their receipt drawer. I had major problems speaking to anyone who could help, I spoke to 4 people in
total. At one point I was put through to the cleaners rest room. I raised a complaint and after proving I had paid almost £600 - they promised to get back to me within 48 hours - they didn’t 72 hours later I managed to get hold of a lady called Sam who was lovely. She booked the delivery 1 day shy of 3 weeks after purchase. On the morning of delivery it was cancelled.
This is really disappointing from a shop I used to love and would hate to see disappear from shopping centres but something is seriously going wrong with their standard of customer service. Perhaps if you could actually speak to the store so it feels more personal it might help and be a step forward as against someone who can’t be traced or spoken to again and quite frankly does not care because there doesn’t seem to be any accountability.
Well after about 8 emails and 10 phone calls I am pleased to say I shouted loud enough and was heard - the tumble drier has finally been delivered. Would I change my rating - sadly not on many levels. The only saving grace was 2 members of staff a lady called Sam from Manchester and Beth in Liverpool they were the only 2 people who listened and acted so thanks to them.

For the second time in a fortnight John Lewis couriers have failed to deliver as promised and I have wasted yet more time waiting at home for them.. DHL claim that they could not find the property despite having delivered here for other retailers on countless previous occasions. This is just downright lies. They over-promise and then find out that their schedule is too tight and they don't have time to make the promised delivery. Does John Lewis care that their reputation is being damaged by useless couriers? It seems not. Their business is already in serious trouble and it can only get worse if they continue to use sub-standard couriers.

Ordered Chanel no5 for a suprise present for my girlfriend, when I got home from work my girlfriend had already opened it. When I looked it was coco Chanel instead not what I ordered. I emailed wanting it exchanged, and all John Lewis said was sorry for sending the wrong item, but they can not exchange item because it’s been opened. Multi million pound companie

I bought a pair of Hugo Boss chinos W30 L32 and they arrived W36 and L32. I contacted customer services and sent them back with the fault code and wrote a note telling them what the issue was. I ordered the same type of chinos again online a couple of weeks later. I laughed when I saw the same W36 L32 pair I had retuned 2 weeks earlier now in new cellophane packaging. I complained to customer services who were very apologetic and said their website was incorrect. Instead of offering me a discount code or similar to encourage me to purchase another pair of trousers they offered to change them for another pair and credit or debit my card accordingly for any price difference or offer a full refund. I wrote back and thanked them for offering me to follow their standard returns or purchase process and failing to handle my inconvenience with little more than a hollow apology. Weird but the survey monkey link failed to work when I slated my experience. Such a shame John Lewis you have to do better. House of Fraser is only a click away.

Manufacturers fault meant item broke on installation. After a lot of hassle promised a replacement. Despite a call from them to confirm delivery and 3 texts, one on delivery day with 2 hour delivery slot. No delivery.
Now in limbo and as my husband is an engineer has decided to repair item himself so we can actually use it. £150 down. Save headache and spend your money elsewhere.

JOHN LEWIS CUSTOMER SERVICE IS ABSOLUTELY ATROCIOUS. I wish I had checked Trust pilot and bought the ovens for my kitchen elsewhere ! My combioven gets completely wet inside when used as an oven and doesn't come up to heat ( unless it is empty ). When I first rang John Lewis I couldn't get through on the phone so emailed . I received a call a couple of weeks later to say that because of Corona Virus I had to call the engineer from Electrolux myself. I called the number given, was then given another number where I made an appointment and was called back from a third department, and given another date for the engineer to visit between 0800 and 1700. The engineer changed a panel in the door and showed me the oven now came up to heat. It soon became obvious that when food was put in the oven the condensation problem returned. I fed back to John Lewis who ,on this occasion , organised for an engineer to come out. This visit was not without problems as the day before I was called at 1700 to say the engineer could not attend after all . I spoke to a manager who managed to reinstate the visit. This engineer told my husband that the oven was beyond repair and he would recommend for it to be replaced. 2 weeks passed and as I had not heard I called John Lewis customer services, I was told you need to call Electrolux to arrange or an engineer as we now want to replace the door of your oven. I asked that they arranged this visit as I was very disappointed with the lack of service and time I spend on hold to various departments. No they can not do this , an officious member of the escalation team by the name of Heather, repeatedly told me, she then inquired what particular part of the warranty process frustrated me the most. I suggest her superiors listen back to the tape and use it as an example of how not to speak to a customer. The problem is ongoing. After being on hold for over an hour today for John Lewis Customer Services and then a further 30 minutes in a queue to the Electrolux team on a transfer from Heather , it turns out she transferred me to the wrong region so they couldn't help either !

On and on it goes ....

We have been with JLewis for over 30 years, our house is stuffed full of JLewis furniture etc etc.
Like so many others we have found that over the last 3 or so years whilst some (and only some) of their shops are still fine, overall their standard of service and problem resolution is appalling-and this is nothing to do with COVID, but their attitude to spend hours of theirs and the customer's time trying to defend the indefensible. Of all the bad reviews that this company now gets, some of them are undoubtedly unfair criticism of the company. However, the vast majority are clearly not-but long term customers like us who will vow to never use this firm again. With the changing face of retail, and their terrible on-line service, are senior management purposely trying to drive JLewis into the ground? In these hard times they have now lost the one USP that they had over on-line only firms.
Over the last few years we have wasted hours sending photos to prove that a bed was damaged on delivery, etc. The latest saga was when we ordered made to measure curtains. As soon as they arrived we could see they were far too big and not in any way fit for purpose (measurements supplied by us were correct). We sent photos to prove, but they kept arguing wth my wife that they were correct-however, none of the miriad of people she spoke to had actually ever made curtains themselves. We eventually paid £50 to have them altered locally. Even then, after sending photos showing that they now fit perfectly they refused to give anything like a reasonable refund to compensate for the cost of alterations, extra curtain material paid for in the first place, petrol and postage costs, hours wasted on the phone and emails etc etc.
We now use On-Line companies for many high value goods and we hardly ever have a problem, but on the few times we have, everything has been quickly resolved. Compared to them JLewis are showing all the signs of a cowboy outfit who should now be avoided. Very sad. In a few years the High Street will be ghost towns-and it will be the attitude of managers such as in JLewis that will be responsible.

The worst for carpets ever. They told us last minute that our carpets couldn't be fitted a few days before fitting!! We had to stay in a hotel since as we planned this in months ago. The sales manager on the phone was awful, he told me to put our bed on the flooring boards and that there is no problem! Not what you expect from John Lewis at all, they didn't care one bit. Offered us a poxy £100.00 not refund but to spend in store! We paid nearly £2,800 for our carpets. They have not helped one bit, we have lost lots of money from this and no help whatsoever.

I have used this company for many years. In recent years their decline in customer service is easy to spot. I will not buy from them again. Despite writing to the last CEO several times all I got was one of her sidekicks sending me an apology. There are to many errors to mention them all on here. I doubt if the new CEO will listen until it is too late. First it was all because of Brexit now its Covid never the fact they overlook loyalty and treat the customers as fools. It warms me to see how many people are having a bad experience with them. Their demise will be self inflicted and dont get me started on thee inane financial services. The end is nigh the high for John Lewis.

I do not understand why John Lewis now take 15 days to return money to customers after receiving The unwanted item.
NOt the company they used to be when customer service and loyalty was their bible.
Will not be buying from them again.

If I could, I would give this company a zero!
I am absolutely disgusted and at my wits end with the customer service I have had regarding my washing machine. I have spoken to their complaints team on numerous occasions. I have had 2 engineers out on three occasions who have told me that there is no fault showing even though my clothes are smelling worse after a wash than before! The machine does not seem to be rinsing or spinning the clothes properly, I am washing a load of clothes two or three times so they smell vaguely clean!
I agreed with a member of the complaints team to get a third party engineer out and to pay for a report and then be reimbursed but unfortunately this was agreed just as I was about to go back to work (I am a teacher) and when I rang up third party companies they wouldn’t come out either after 4pm or at the weekend so I have had to wait until half term to try to get this sorted. So here I am again spending hours on the phone trying to get this sorted.

I purchased the washing machine just before we went into lockdown and called for an engineer to come out as we were coming out of it in June. (At this point I had had the washing machine for 4 months).
Now the problem is NO one is taking responsibility for this. Hoover is saying there is no fault-John Lewis are saying they can’t do anything until a fault has been confirmed. So yet again we are going back and forth and all I want is clean clothes!
I have been on the phone trying to sort this out and after 1 hour and 40 minutes - I managed to speak to a customer complaints manager who told me that she was going to call hoover and try and arrange a senior engineer to come out but instead just put me through to hoover!
Hoover say my contract is with JL as they took my money and under the consumer rights act they should replace it or offer a refund as a fault may never be found with the machine but it obviously isn’t working if the clothes are smelling and not getting cleaned.
JL say they will not entertain anything as this has now been going on longer than 6 months the responsibility relies with me to prove there is a fault with the machine.

This is causing me so much stress hence me not being able to sleep and writing this review at 3.30am!
As I explained to JL I don’t have the time to be on a phone for hours at a time or waiting all day for engineers to arrive... ALL I WANT IS A WASHING MACHINE THAT CLEANS MY CLOTHES!!!!

Exceptionally helpful guys in the IT department, Ipswich. Sadly very little stock.

Purchased an expensive AEG washing machine from John Lewis. Used it 8 times and it flooded. Because it's after the 30 day John Lewis returns poilicy, I am now lumbered with a duff AEG washing machine. John Lewis will not do anything unless it keeps breaking down. Extremely dissapointed with the after sales service and their reluctance to exchange the machine. AEG are no better. Shocking.

A delivery due on the 11th October 2020 did not arrive rescheduled for the 19th Once again my delivery did not arrive! i had been told a delivery slot on Monday 19th October between 3pm and 6pm from a txt message. I had phone call to my mobile at 20.47 on the 19th (I had retired for the evening) saying they will not be with me until 23.30!!!! what on this earth is going on with John Lewis i was told you are a reliable company "most defiantly not! “ this is a shocking service that i will never advise to anyone

I visited John Lewis last week to purchase a Macbook. The sales associate was very rude to me and made multiple errors on the documents she gave to me. I pointed out the errors but she just became increasingly annoyed and aggressive. I left feeling quite upset. I don't usually make customer complaints as you never know what the person is going through but I felt it was necessary to do so on this occasion as the sales associate was continuously rude and aggressive throughout the whole experience. I wrote to John Lewis head office, I received an email stating they will contact me in 24 hours. It has now been 72 hours and no one has bothered to contact me. I decided to give them a ring to ask why has no one contacted me. I was told the case was marked as closed. How can they close the case without even contacting me??? The gentleman I spoke to said he has reopened the case and someone will phone me tomorrow. John Lewis I must say this is VERY POOR customer service!!!

A £199.00 mattress I'd bought over four years earlier, had a manufacturing default (Nb. A noisy mattress). I'd placed a review on the John Lewis site, hadn't remotely expected the mattress to be replaced FOC. I hadn't directly been in contact with John Lewis - their staff went to some length to contact me; sent an assessor out to review the mattress; and immediately, without delay, were back on the phone 1-2 days later to offer a FOC, no delivery cost, replacment (NB. Qute apart from the years I'd had the mattress, it'd have been very easy for most companies to refuse to accept any responsibility for the manufacturing fault, given that the fault wasn't remotely, "visually" apparent). Their communication with me by text, phone & in person has been examplery; to the extent that I can't quite believe the time & cost they've accepted in resolving the issue. I'm very thankful

The wife and I are expecting our first child due to be born in a few weeks. I ordered a Tommee Tippee bottles and pump set. It did not arrive on the day John Lewis had fixed as apparently it had broken on transit. I had taken time off for the delivery. Knowing these things happen, I gave them another chance to deliver. Their customer service confirmed next day delivery. Come next day, I phone them to ask where the delivery is. They tell me that I need to register on their website to be able to receive goods they had ALREADY TAKEN MY MONEY FOR. I reluctantly agreed to do the registration. Only to receive an email the next day to say my refund has been successful and order cancelled. Absolutely embarrassing treatment by a company PRETENDING to provide a high quality service. Advice for any soon to be parents: Stay well aware from this fraudulent company. They are quick to take your money but don’t care about the customer enough to solve their errors.