John Lewis of Hungerford - not John Lewis Reviews 

The quality of the kitchen is very good and the kitchen does look nice. The initial work was well coordinated and carried out professionally, but pieces of the kitchen were missing and took months to materialise and was extremely difficult to get JLH fitters to do the job. We were told the kitchen would be installed in 5 weeks. It's 3 MONTHS later and it's still not finished. Once the money was paid in full, the company lost any incentive to do its job. Totally sick of it, I would not recommend this company ESPECIALLY for the astronomical amount it costs to have their kitchen made and fitted. You definitely don't get what you pay for. I would not use them again. It's been (and is continuing to be) a stressful and time consuming experience.

Installation process was long and painful. After an initial estimate of 1 week to complete the feeling, and >2 weeks on site we were left with multiple outstanding items and snags. We went weeks without any communication or booking of fitters, nothing would happen unless we chased and sent detailed instructions, and even then fitter would arrive with the wrong equipment. Our installation started at the beginning of May, and we still don’t have a final completion date. Given the premium service advertised and charged for it is very surprising and disappointing to receive such poor services.

While the kitchen itself is beautiful and the installer was top knotch, the entire experience was ruined by a designer who paid no attention to detail, constantly changed prices on us (even after we paid the deposit), didn't warn us that our ovens weren't arriving, then left us with numerous snagging issues (drawers which wouldn't close after countertops were installed, missing handles) for weeks on end. Issues remain unresolved.

Started the process Feb 8. Still no kitchen. Missed appointments, Planner very good. Took deposit appliances not ordered for 3 weeks hence JL could not supply all. Kitchen Unit order has gone missing. JL processes are silo and completely hopeless the support/customer service staff employed are unqualified, untrained and pay no attention to detail. You expect JL to take the worry from you they don’t, they do not have enough qualified fitters and communication is confusing and frustrating. Simply DO NOT USE JOHN LEWIS FOR KITCHENS they should not be in the kitchen supply/install game. Other products also suffering from the same/similar issues the partners and investors need to start screaming at the management because it is either being protected from the truth or they are incompetent bureaucrats.

I cannot honestly recommend this company for a number of reasons.
-we were told that installation of the fitted wardrobes would take 1 week. It took 3 months.
-there were design faults despite a long lead in period before installation.
-the installers damaged the ceiling and walls and spilt paint on the carpet which they tried to remove with one of our bathroom towels.
-although the company accepted full responsibility for rectifying the design issues, damage to ceiling and walls and replacement of carpet, this caused unacceptable delay to getting the job finished.
-I wrote twice to the CEO and Chairman but received no reply or acknowledgement.
-since the completion of the works there has been no contact from the company to enquire whether everything was now completed to our satisfaction nor have we received any apologies for the inconvenience caused.

We started our new kitchen project in October 2020 by visiting a large number of kitchen showrooms in the London area. Early on, we were advised that it would be best to choose our kitchen worktop first before deciding anything else. This was sound advice. We selected “Dreamy Marfil” – a top quality creamy coloured worktop @ 30 mm – made by a company called Caesarstone. Worktops made by Caesarstone certainly appeared to be the top favourite in most of the kitchen showrooms we visited. Incidently, Caesarstone has an excellent website.

When we visited John Lewis of Hungerford’s showroom in Chiswick, we are very impressed by their customer service and instantly liked their tall pull out unit – 30 cm wide. We then decided to learn more about our options by visiting their other showrooms in Beaconsfield, Cobham, Fulham and Blackheath. At each of these showrooms we learnt something new – as each showroom was slightly different. We found that the staff were more technical than sales orientated which we liked.

A principal reason for changing our kitchen was to have a tall free-standing fridge-freezer with additional space in the fridge. After reviewing most fridge/freezers we discovered the Siemens iQ300 KG39NMIESG 70/30 Fridge Freezer (Stainless Steel). This particular unit comes with good opening handles, nice door compartments, and a large drawer unit for fruit & salads. Highly recommended.

We also purchased a Miele G5223SC freestanding dishwasher (Stainless Steel). This is a very quiet and economical dishwasher. After completing a cycle – the door opens automatically!

The visual design exhibits produced by John Lewis of Hungerford were very useful and helped to reduce any misunderstandings. Our requirements were for a traditional looking kitchen. After much deliberation, we decided on the following:

Range/Style: Artisan Fielded Satin Eggshell (traditional looking cabinet doors)
Finish Colour: Stone Ochre (this is a very nice colour – highly recommended)
Handle Finish: Brass
Drawer Box Type: Walnut Drawer Box
Tall Storage Unit: Tall pull-out unit with six racks (grey metal).
Recycle Bin: Pull-out Inter-bin with single 30 litre plastic bucket (30 cm wide)
Kitchen Tap: Quooker Pro3 Classic Fusion Square Stainless Steel

We placed our order with John Lewis of Hungerford in March 2021 with a plan to install our kitchen early June 2021. Before installation, we had local builders to make some modifications to the layout of our kitchen. This work was completed in May.

John Lewis of Hungerford started work on our kitchen on Bank Holiday Monday 31st May, and completed the work five days later on Friday 4th June. On Monday 7th June, Caesarstone measured our kitchen and our worktop was installed Friday 11th June. They couldn’t have been quicker, and we were delighted with the end result.

Regarding wall tiles, we were advised not to purchase wall tiles until all the kitchen units and worktops had been installed. Again, this was sound advice. After collecting a large number of samples, we selected the Winchester Field Olive Tile (10.5 x 10.5 cm) – British made. The colour of this tile complements the colours of the work top and cabinets.

We decided to have a skip installed to remove our old kitchen debris. In addition, we thought this was a perfect time to do a general clear out. Our builders re-installed our old kitchen cabinets and a worktop in our garage. This gave us additional storage space in our garage.

Our new Quooker hot water tap has worked well. This unit replaces the kettle. We now have instant hot boiling water and we are very pleased with the convenience of this unit.

Without hesitation, our new dream kitchen by John Lewis of Hungerford has exceeded our expectations. Customer service has been exceptionally good.

Piers & Isabel Mahoney – Ealing - West London. November 2021.

John Lewis of Hungerford: Lovely staff and terrible product.

John Lewis of Hungerford advertise themselves as a bespoke kitchen maker, but be warned the materials, and in our case the fitters, they use are sub standard. The wood is veneer, our white kitchen cabinets had to be changed completely after the paint started peeling off and the design moderated. In fact we had to re-design a wooden panel to replace the white one, a design they now offer as their own in the Blackheath store! We have had months of our life wasted by this company’s mistakes. I am now forced to write reviews like this because my kitchen door cupboard has just fallen off. Who screws fat metal screws in to wood veneer caskets to hang doors in a kitchen? Not a rail plug insight, caskets ruined by fitters. This is how John Lewis of Hungerford operate. I wish we had save our £20,000 and gone elsewhere.

I have had pretty good experiences with John Lewis online until now. I purchased an expensive skincare product, used it once and had a severe allergic reaction necessitating medical care and medication. I wrote to Customer Services explaining what had happened and received a dismissive response to say that I had no right to a refund, despite the Consumer Rights Act stating that "goods must be as described, fit for purpose and of satisfactory quality" There was no disclaimer on the advert stating that a patch test was advised before purchase. I have also been blocked from leaving a review on the JL website. Ref: 109532611

With John Lewis you get what you pay for.....the experience is excellent

I can only speak of my own experience, others may have a different view. But I was delighted by the service I received. The staff member couldn't have been more helpful. The product was as expected and I would recommend based on personal experience.

I ordered some goods that didn't arrive. I advised John Lewis of this and reordered the goods myself.
I have just had (an expected) call from their customer services to advise me of their own investigations as to what happened to my original order.
They have not only refunded the cost immediately for the lost goods, but had given me a generous goodwill gesture to apologise for my inconvenience.
Would highly recommend John Lewis. Quality goods at competitive prices and fabulous customer service.

Other companies should follow their example.

Have spent thousands with them and recently did the house up. Nearly everything new was from there. Can't fault this company.

Don't believe JL next day delivery any more; my friend had a bad experience and I should have listened.
After waiting in all day for a delivery guaranteed between 07.00 - 14.00 today, I have finally discovered that my order never left the warehouse or whatever. I originally called at about 15.00 and asked if my delivery was still coming and was assured that it had been loaded and was probably 'just late'; that's ok, these things happen, a phone call would have been nice, but hey!
When calling at 17.30, I discover that my delivery isn't on it's way and never has been, no call, no e-mail, nothing; if I hadn't have called they probably would have let me sit here until next week...to cap it all, it's going to take 48 hours to investigate. I told them to forget it and got a refund, but I've lost a days work and I still need to go out and get a new desk.
Absolutely ridiculous John Lewis, have you so much contempt for your customers now that you won't even deign to call them and tell them the service they paid for is not going to be provided.
Well, that's it for us John Lewis, there won't be any more of my money coming your way (I suppose I will still grudgingly have to use my local Waitrose) and it's a shame, because I liked John Lewis and had a whole top floor to do...woah hang on.
So, unbelievably, the desk has just arrived, that was them at the door, the blokes had to go back and pick it up about 3 they said. This is brilliant...John Lewis, you may just have redeemed yourselves.
Anyway, sort it out and get back in touch and I'll refund you your refund.
Brilliant I'm still annoyed about wasting a whole day though!
Update, JL have been in touch and apologised profusely and sent me a voucher as compensation; well I guess we're back on JL, but you need to sort out your delivery end and keep your customers informed if you can't deliver as promised.
Nice desk though!

Polite,customer oriented,within time frame delivery.brilliant customer service.can not ask more.top marks.definitely recommend to everyone and will use again

John Lewis is legendary for great customer service. They may not get things right at times but they are completely focused on the customer experience. No where in the world would you get the aftersales service they offered. They bend over backwards to keep there customers happy..

Dears,

I am extremely unhappy with the way I have been treated during this purchase.

I have made extremely clear at the day of this purchase that this item is a B-day gift to my customer, Today is her B-day and I agreed to go ahead this this purchase because John Lewis confirmed capability to deliver it today, but I should pay extra to have it done.

Now I will have to buy something extra to be delivered today to Sarah ( My Customer ) due to John Lewis mistake.

I want the item delivered to day not tomorrow, If now John Lewis do not have how to deliver the item the day I pay and planed I will need the money I paid extra for delivery back into my bank account and this will be the last time I shop at John Lewis

Regards,

Fabio Carravetta da Costa Lima

Service is very bad, The brands that comes with 2 year guarantee originally, JL sells for much higher price and only 1 years guarantee. Their customer service is too slow, if they answer you back, they just never come to the point. Mean no straight answer.

The products descriptions does not match the product shown.

Will I recommend - Never !

Saw some chairs in store offering 7 day delivery.
Went home to buy online, website showed stock, so went ahead with purchase.
As our order had not arrived as promised, went back to order status online to discover that the chairs I had paid for were in fact OUT OF STOCK. John Lewis failed to tell us at time of purchase or by a follow up email when they discovered this.
The 7 day delivery promised on order had turned into delivery in 7 weeks!
Why was lack of stock not showing on the website? We already had a table, so wanted something to sit on - had we known it would take 7 weeks for these chairs, we would have purchased something else IN STOCK!, but how can you trust John Lewis to tell you this information. Truth is, You Can't, it is up to you to find out...AFTER you've paid and waited!
Very disappointed. John Lewis isn't what it used to be.

I was informed today by customer service that refunds on returned goods can take nearly three weeks. Very poor show. House of Fraser is three days as is Ebay.

Wrong item despatched go me. Customer service emailed in response almost instantaneously. Situation resolved very quickly.

Very happy - great service as always.