Johnlewis 

My husband insisted on buying my birthday present, a £399 Apple Watch 5 from John Lewis because of the two year guarantee. The watch arrived on 4th June and all was well until late September when suddenly the battery began to run out around 6 or 7pm instead of lasting until much later in the evening. The situation got progressively worse and the watch started to turn off at 2.30pm in the afternoon. After looking at various forums we unpaired it and paired it again with no improvement, the watch was less than four months old. On 29th September my husband rang John Lewis regarding the problem, naively expecting they would offer a replacement watch or a refund. The two year guarantee is meaningless, unless you send the item back within 35 days of receipt, unopened, then the guarantee is only the same as any other consumer protection. They asked that the item be sent to their Technical Support for inspection & possible repair and so the watch was repackaged in the original box as I had received it, and picked up by DPD. One week later 6th October an email confirmed they had received the watch. On 12th October my husband received a telephone call stating the that the cracking of the screen was too serious to enable repair and if we sent £314.48 they would send a replacement watch. We immediately suspected that we were being 'scammed' by someone as there was no damage to the screen when the watch was returned and the only fault was the battery life. We asked for photographic evidence which was supplied attached to an email, it showed badly scratched casing & screen but as my watched was undamaged I did not believe it to be mine and continued to be sure there was some kind of 'scam' going on. To be honest, that is still our belief, despite two further phones calls, by us of course, as John Lewis did not 'get back to us in 48hrs' as promised we are now in a situation where we have asked for the watch to be returned to us in our original packaging, £399 out of pocket, disgusted with ourselves as we did not photograph the item before sending it as we thought we were dealing with a reputable company, and absolutely convinced that some dishonesty is afoot. How I wish we had taken my watch to the Apple shop. John Lewis, we will NEVER shop with you again.

We have had a problem but we rang the customer service and they sorted it nicely and in a timely manner

I’ve been a John Lewis customer for many years and as many others say I’m very sad to see that it’s once brilliant customer service is now the worst ever. I have given up trying to get anywhere with them after phone calls and emails regarding a dishwasher. Long waits on the phone, clueless staff and no result. As it is poor on delivery times can no longer see what it’s selling point is. A great shame.

Furious. I invested in a £1000 mac book for my sons GCSE's that has broken after 5 weeks and handful of uses.The customer service team can only offer a repair not a replacement an for us to be without the laptop for 2+weeks. I think this is utterly unacceptable and I am so cross I could cry. I made the decision to purchase from Jl rather than direct at Apple because I believed in them and the customer experience. JL build a brand based around trust and promise, as far as I am concerned it is a total lie.

Really saddened and amazed at how John Lewis has fallen from grace. A bastion of quality products and service has now become an embarrassment. I bought an expensive Hackett suit. The jacket had holes in both pockets within 2 hours of being worn for the first and only time. Customer services have been utterly useless. Emails back and forward with no suitable resolution for over a month. No replacement offered just a small amount of cash for me to go and get it repaired myself!! In the end I emailed the CEO and still got a feeble response from another customer service agent who progressed the issue no further. So fed up and annoyed at how much time I’ve wasted, I’ve now reluctantly accepted a small refund and need to get the jacket fixed myself. A once great company in shambles.

Worst customer service ever!!!
Purchased a Radley handbag online for £26 in the sale. Four days later instead of the handbag a hideous purse arrived.
Called customer services who said sorry blah blah. The handbag was now on for £239. Sorry can't give it to you someone has put the wrong details on. No my problem
Referred to Head of Customer Service.
Two weeks later receive an email same sorry but we are unable to give you the item as WE made a mistake.
Again not my problem.

They are now refusing to send me the bag. I will be taking this to Trading Standards as John lewis it seems has no standards. I am in shock I really thought it was a reputable company.

They accepted in an email it was their mistake and have the cheek of offering me £30 e voucher to buy another bag
I will keep you updated

I wish I could give 0 stars. I ordered a carpet from John Lewis. A fitter came to measure; sent me a quote (including removal of my furniture = £120) which I accepted on the same day. I didn't hear anything for 3 weeks. I called customer services who told me that 'the fitter input the information in the wrong part of the spreadsheet' which meant that a payment link had not been sent to me. A payment link was then sent to me which I used to pay the full price of the carpet that day. I received no confirmation. I called customer services again to chase up. I received an email a few weeks later providing me with a fitting date - no time was provided. The fitters turned up today and said they couldn't fit the carpet because the furniture was too heavy. I have no carpet and am now £702 out of pocket.

I visited the Newcastle store and ordered a ceiling light to be supplied and fitted. Not a problem.

JL team arrived as planned to fit the light and I was told because the screw fittings didn’t align with the existing fittings, and that the house was built pre-2000, they could not fit it just case there was asbestos present. I get this but it would have been useful when buying the product if the system had helped the sales advisor (and me) by prompting one or two questions.

I couldn’t see how to order the fitting service online hence the visit to the store. It's annoying having made the effort to travel, stayed in for the fitting only to find out something which could have been pre-empted wasn't. The JL staff I dealt in-store and on the home visit were fine.

It is taking a lot of effort not to walk away from JL, especially given the amount of competition now available. Unless they can convince me otherwise, that will be end of the relationship.

John Lewis - could not organise getting drunk in a brewery - they mislead and lie - this is the last time that as a family we will ever use this group including Waitrose

They should not even get one star unfortunately you can't give negative

Never knowingly undersold - lets hope they disappear completely soon

I have seen many reviews here regarding how John Lewis is shrugging its responsibilities under their so called 5year warranty.

I purchased a £3000 Sony Oled tv from them which developed banner retention 18 months into its life.

After numerous calls to JL and having escalated the matter, their response was that the fault was due to us watching too much news and its not covered by their warranty.

At almost 80% customer dissatisfaction here, its clear that John Lewis and its partners (their staff) have made a rod for their backs long before corona virus arrived.

Well John Lewis, just know this; when you live by the sword, you will die by the sword. Whilst I hate to see top retailers disappearing from our high streets, I can’t wait for the day when John Lewis fall. Absolutely abhorrent customer service at every level.

I purchased a £2000 TV covered with a John Lewis 5 year warranty.
The TV now has a screen burn in the left hand corner, which I am now being told is due to the logo for Good Morning Britain! As the TV is only ever on for a maximum of one hour during this programme, I am confused how this can happen in such a short time.
At the time of buying and installing I was not informed that this could happen and cause such damage to the TV.
As i have been a loyal customer for many years, buying numerous expensive items, I am very disappointed that you are not prepared to either repair or replace the TV.
In future I will be taking my custom elsewhere.
When speaking to one of your customer advisors, there was negotiation or compromise on their behalf, just a straight forward NO!

Surely this kind of damage should not happen i this way.

Regards.
Mark Elliott.

I last posted on this site on August 5th registering my feelings regarding JL customer service.Without repeating my huge dissapointment with them I would just like to say that further dialogue with them has only strengthened my belief that they have no interest in customer retention.
At no time in regard to my complaint did they consider that their customer service advisor may have been at fault when promising something that they later reneged on.Apparently it was a "misunderstanding" on my part.
This once highly regarded company has now become a laughing stock and are obviously happy to lose previously loyal customers,which I find incredulous in these very difficult trading times for the retail sector.
They should look very closely how they regard their customers!!

I bought a 49" TV from John Lewis online during lockdown and whilst I was shielding so unable to go to their store.
Once I had unpacked it and put it in place and tuned it in I soon realised that because the excellent quality of the picture it needed to be fully appreciated on a larger screen. I call customer services who told me they couldnt take it back as I had turned it on and he also told me that I shouldve gone into the shop and had a look before purchasing..erm...excuse me...Corona!!!!
How else am I to know if Im fully satisfied if I dont turn it on???? All I wanted was to replace it with a larger TV meaning spending more money with them!!
I emailed the complaints department and gave them 1 week to respond which I think is plenty of time but heard nothing so I called them again.
I was told again that because I had tuned the TV in they couldnt take it back..surely to god you can restore factory settings??? Anyway the lady I spoke to said she would raise another complaint to a different department and that I would hear back in 3 days...that was 5 weeks ago..Im still waiting!!

Absolutely disgusted with John Lewis and I will not be buying anything else from them..customer service goes a loooooong way when it comes to customer loyalty..well youve just lost mine John Lewis!!!

This is the third order from John Lewis in the past few months that has arrived in an unacceptable condition.
Firstly a puzzle whose box was torn and broken and therefore not fit to gift The second a Waterford tumbler so badly packed it arrived in hundreds of pieces. This morning I received a Phase Eight tunic that bore a closer resemblance to a duster than a garment to wear as It was so badly creased and shoved into a tiny plastic bag.
What on earth has happened to this company? There really is no excuse for such poor service

Purchased a radio from there recently. Customer service was excellent. Slight problem with a missing lead. Replaced without question. Will definitely return.

Bought a bath mat from John Lewis 10 months ago. It has since started disintegrating ( after 5-6 months, after a few washes )
Customer services took almost 2 weeks to respond ( claim they usually respond within 24 hours ) and said tough luck. It's beyond the 30 day return period.
It's not the most expensive purchase but it raises serious questions about how poor their customer service is, how they value their customers and what low quality tatt they're selling.

I'm pretty appalled by the recent customer service received from John Lewis. I always considered them a quintessential example of British quality and values, with an amazing level of customer service, but most recently this seemed to have slipped. My recent order of a two-part dress was delivered with only one part arriving. When I rang to tell them about it, they told me sorry, there were none left in my size so would need to email their customer services dept. with photos of the item. I did this and was told their After Sales Dept would be in touch. In the meantime, as there had been no offer to find my size in any of their stores, I contacted their Customer Services again to request they do this - as this is a service they offer on their website, I thought at least this might be a viable option. Again I was told that the After Sales dept. would be in touch. Still no response from them after 4 days; they still have my money whereas I am left with half an outfit and with dwindling opportunity of getting a replacement. I chose John Lewis above other providers as I trusted their duty of care to their customers. With many companies going under in the current climate it's a shame that John Lewis is losing its strongest usp. Where is this 'imaginary' After-Sales department?

Boy have things gone downhill! Having bought a number of major household appliances from John Lewis over the past 18 years I ordered an ASUS Chromebook.
Once delivered, I turned it on and tested it on a number of websites - as you would in the shop - checking a news website for text and some video. It immediately became apparent that the screen was not fit for purpose. It was impossible to get black to show as black. All the colours were washed out and the problem was significantly worse at the bottom of the screen. This suggested a fault, but I've subsequently found out from Amazon reviews (where negative ones don't get deleted) that others have found the screen unusable for the same reason.

I called JL customer services Tech Support the next day in the expectation that reporting the problem virtually immediately would result in an easy return process. No. They spent 45 minutes trying to convince me that because I had turned the laptop on I had no statutory rights and they would need to inspect it! This is wrong on a couple of levels - if an item is faulty you have a statutory right to reject within 30 days (no sending it for inspection), and you also have the right to cancel irrespective of faultiness within 14 days. For the latter, you ARE able to handle the product to establish function.

After finally persuading them to process an exchange, which involved me spending an extra £100 - the wrong exchange item got ordered. Realizing this 2hrs later and calling them back - you would think it would be easy to just correct the order. No. Even though the exchange was not dispatched for another 36hrs the computer said no and customer service said there was nothing they could do.

As the farce continued I gave up trying to get things corrected, dropped off the return, and rejected the replacement. Reading other reviews I count myself lucky that I seem to be getting my money back.

A complaint e-mail has gone unanswered after several days despite the "we'll get back to you in 24hrs" auto-response.

Finally, I left an honest review of the laptop on the JL website saying that I'd had one with a poor screen. It was published. 24hrs later it mysteriously disappeared. I submitted another one and it was never published. So it looks like JL is either deleting negative reviews or deleting reviews where the customer has returned the product (which also means negative reviews get removed.)

Do not answer the phone. Tried twice and waited 16 and 20 minutes with no pickup. Delivered a fridge but part missing. Will now have to write to them with a complaint. Not the shop they once were.

I bought expensive lined curtains. And was waiting for
delivery in a time slot.The courier had lobbed the curtains in parcel that had torn and taken a photograph from street .I opened the door maybe 5 minutes later no curtains no courier.No one around.i looked up and
down the street.
Gate wide open.I found the photograph though on my phone.And courier standing in wide open gate photographing.

John Lewis kept me on the phone all day with customer services who were unhelpful and
making sly comments .Police registered this as a crime.

And that it was not my fault.John Lewis say they will not return my money. I will never use this company again.