John Lewis of Hungerford - not John Lewis Reviews 

I had a product that went wrong within the guarantee period. It was collected and after numerous phone calls from myself, it was finally replaced just under 10 weeks later. It was apparently lost in the warehouse somewhere. I complained in writing to Customer Services and was phoned by an efficient member of staff who resolved my problem and agreed to send gift vouchers. That evening the staff member I'd complained about phoned me up and complained that I'd complained about her! I asked why she was phoning, she said CS had told her to phone me and explain. She ranted on and on (the product wasn't in the warehouse, deliverers had lost it apparently) and I had to ask her what she wanted. I could hardly get a word in. I think she wanted ME to apologize to her. I said all you've done is make me angry again. Needless to say, I've contacted CS telling them to tell her never to phone me again! Abysmal.

On 4th July I bought and paid for a fridge freezer from the Horsham branch of John Lewis at Home. Because I was moving into a new house on 24th July I arranged for it to be delivered on that day - moving from a furnished house I would not have a fridge at my new house so it was important that I had one as soon as I moved in. The delivery slot was given to me as 1pm to 9pm on 24th July. I sat in an empty house and waited for the delivery and then was called by John Lewis at midday to say that my fridge had been sent to the wrong 'hub' so would not be delivered today and they hoped to be able to deliver it on Tuesday 28th! What? You didn't know earlier than an hour before my delivery slot became live that you didn't have my fridge on board? After having three weeks to arrange this delivery you tell me then that I won't be getting it. After that phone call I contacted various departments and none could give me any information about whether I would be able to get the fridge at all on 28th. So there I am in my new house with no fridge and I have had to live like this for three days with at least another two to go. Take aways are very expensive and added to that the frozen food I have had to destroy from my old house because I had nowhere to put it when I moved. I fail to understand how this can happen and how they can let customers down this badly. Could they not have delivered a temporary one when the mistake is all theirs but I couldn't even get their customer services to call back, well I suppose it was a Friday afternoon. There was I thinking John Lewis had the best customer relations. Wrong.

I always used to sing the praises of John Lewis in Norwich but have had several experiences of very poor customer service recently. One member of staff was unhelpful and dismissive when I enquired about kitchen trolleys; another was equally unhelpful when a friend of mine was looking for an airer; and when we went in to return a faulty CD/radio the assistant informed us rather grudgingly that she would give us a refund on this occasion. I wonder what has happened to the excellent customer service in this store!

John Lewis of Hungerford supplied and fitted an expensive painted kitchen. After less than 18 months the paint on the cupboard doors is bubbling and fracturing.

When they fitted the kitchen they distributed a water pipe, triggering a leak that ruined a wooden floor. They denied all responsibility, blaming the builders who had completed their work before. JLofH had spent 3 days working in the kitchen, if this was the case why had they not noted the leak during the time?

John Lewis of Hungerford then went on to try to have the case adjudicated by a phoney "independent" ombudsman. The head of the ombudsman just so happened to be a director of John Lewis of Hungerford. Independent??!!

Eventually John Lewis of Hungerford settled out of court.

Needless to say I would suggest that anyone considering an expensive fitted kitchen does not touch John Lewis of Hungerford with a barge pole.

Note that this review applies to John Lewis of Hungerford and not the well known department store the John Lewis Partnership. The 2 companies are entirely separate.

Bought a TV from here which turned out to be broken upon delivery, amazing service, they quickly replaced the item!

We bought an iMac today in John Lewis in Edinburgh. I had never seen one let alone use one. We were served by David who explained beautifully what to do and made sure we bought the right one by asking the right questions.
What a pleasure to spend a fortune !

Ordered a settee in store on 21st March. Can't fault the store or staff. Duly paid and told it would be up to 8 weeks. Not a problem prepared to wait.
Guys who delivered were great, had a laugh and a joke with them which is unusual for delivery men!! Sofa is great, perfect condition. Looks brilliant.
The sofa did arrive late it actually took nearly 12 weeks.

My issue is with JL process. Bearing in mind the same day I ordered a further two settees from another company.
The process of how they deal with your order could not be more different.
My order was taken in store. other than my receipt, I have received no communication what so ever from JL.
The other store actually emailed me thanking me for my order, giving me an approx delivery date. Regular emails telling me that my order date was on track. Then I received a phone call to say it would be early, could I take delivery, again followed up with an email.

My order with JL,I had not heard a thing from them. I rang them after nine weeks, saying i had received no communication and where was my settee. Customer service were helpful and stated it was the suppliers fault and it would be late. No date could be given. So I rang at 10 and half weeks asking did they have a date. Oh yes it was now in stock and waiting for me to arrange a date!!!

Your process is letting you down JL. You are forgetting that we are your customers and our contract is with you not the supplier. It is your job to ensure that orders are monitored, it is not down to your customer.

I brought a phase eight dress online through PayPal!! I then became pregnant and couldn't wear it so I contacted John Lewis to ask about returning it ! They advised that I could, I could arrange for it to be picked up and refunded , alternatively if I took it into store I could get s refund UNLESS I paid by PayPal ! I then went on and arranged a collection which twice didn't turn up! So when I contacted customer service they advised for me to go into store and return it but to ask for the lady/man on the till to call them and they would do the refund there and then!
That week I took the dress into John Lewis in Watford where I was spoken down to by the department manager saying they couldn't do that but they will return it from there, she then advised that this should be processed in 3 days !!!!!!
After 3 days I then emailed John Lewis again asking when the refund will be acknowledged and following another 24 hour wait for a reply to an email I had a robotic response then telling me that it could take from 10-28 days !!!! It's now been 11 days since the actual return to store ( not the start of this ) and still have had nothing apart from useles email responses! I did speak with someone on the phone also who was just as robotic as the email responses!! I wouldn't mind but it has been one thing after the other with this being told one this by one person and completely different thing by another , even the woman in the store who spoke with me mad me feel like I was trying to con them out of money!!!! The dress was £200 and still waiting! This has really really made me feel like I will not be trusting John Lewis like I usually do with many purchases, and it is a stress that I really do not need at this time!

Placed A Few Orders, Always Delivered On Time.

I was a little bit surprised with all the bad reviews on here, my online order went completely as planned arrived ahead of time and perfectly packaged.

Having made many on-line purchases from John Lewis over the years, my latest was made before I discovered the highly critical entries on this site, both on this thread and an even more critical similar thread.

I'm pleased to say that I experienced none of the problems apparently encountered by others. On the contrary, all went smoothly, if slowly, and the item I ordered turned up on the right day and well within the designated delivery window.

More than that, the friendly and courteous Southampton-based delivery crew were more than helpful, placing my new white goods device in exactly the right spot and adjusting it to ensure it was level and stable. All in all, I really couldn't have asked for more. In my experience, John Lewis is as first class as ever.

I ordered a set of Bose soundlink headphones for a birthday present paying for a specified delivery date of tomorrow. All went through until I got an email saying it hadn't been authorised. When I phoned they tried twice more. On calling my bank I found out that it had been authorised and the reason it wasn't going through on the other attempts was as I hadn't the funds which was expected as I had allocated just enough for the headphones

I have called again and emailed twice and on the phone they say I and my bank are wrong and it hasn't been authorised. They haven't bothered to email me. On the phone they wouldn't take the bank authorisation number and refused to let me escalate to a manager. I can see from my balance that it has and I cannot buy from another store as they are holding my money to random

I need to dispute the claim tomorrow from my bank but the birthday is ruined as I cannot buy elsewhere now

Absolutely disgusting. Do not order online from this company at any cost!

as always great customer service and quality products

I placed an order on 11th April for £172.08, confirmation e-mail received, a second e-mail was received within a few minutes stating payment had failed. Knowing there was adequate funds in my account I contacted J Lewis to be told that they had undercharged by 1p, I was told that initial payment had been set aside but would not be taken, when the money returned to my account J Lweis would contact me to request that I authorise a second payment for £172.09.
I checked my account today, my card issuer told me John Lweis to date have at tempted to withdraw 3 payments 1 at £172.08, 2 at £172.09 with 1 payment for each successful. 3rd one failed when bank became suspicious.
I contactef Customer Services at John Lewis who told me I would have to wait for first payment to be released back to my account, when asked if I could discuss with a managet my request was refused.
I had not authorised the second second payment to be taken from account but John Lewis did it anyway. John Lewis have now set aside over £ 340.00 from my account.
All because of 1p underpayment, shame on you John Lewis and customers beware it would appear that John Lewis believe they can take money from account when they have your details.

I cancelled a click and collect order and my card was still charged. I rang the John Lewis customer care department who seem to think it is acceptable to charge a customer for goods they have not had and then make them wait 2 weeks to refund. Really how hard can it be!!

I have spent years under the false belief that John Lewis somehow was a "better" retailer in regards to their customers desires and needs...especially concerning returns or refunds. The ONLY reason my family has used the retail services of John Lewis was their reputation of taking care of their customers,....I like many others, have been deceived by our own gullibility.
I purchased a new Samsung 12.2, T900 Tablet which from November to March developed a flickering screen...a fault. John Lewis absolutely refused to replace or refund the item only telling me I could ONLY return the item without refund for it to be sent off to Samsung and then a letter from their engineers would then be sent back to them detailing the fault, at which time the item would be returned to me repaired...no mention of refund unless the item was irreparable.
I wanted either a refund of the faulty item or a new product. I did not wish to be out of pocket both for my money and tablet computer till which time both Samsung and John Lewis were through with their deliberations about who was at fault here.
John Lewis stated that their guarantee is not for replacement or refund, it is strictly a repair guarantee. If this were common knowledge not many would support such custom. John Lewis has left a bad taste in my mouth and I would recommend that everyone use Amazon instead because if there is an issue with an item, it can be returned for a refund without a fuss.

I bought a Lenovo Ultra Book. Its 4 moths old. I lifted the lid as normal and the hinge between the screen and keyboard came away. John Lewis said that its probably my fault so they will charge and wipe the data if I want a repair. The member of staff used 'but' on every other word and was telling me I'll have to wait in a queue and there is nothing they can do. They know management will back them up so you don't have a leg to stand on. I bought three items from John Lewis around Christmas. All faulty and on every occasion the customer service team were unhelpful/useless. In fact the one person who was interested in helping but when I rang back the next day John Lewis denied the person existed or the conversation took place. I could say loads more but the bottom line is JL no longer offer quality or service

order 58136979

I WILL REPEAT DO NOT BUY FROM THEM THEY TAKE YOUR MONEY AND DO NOT DELIVER.

THEY SHOW FAKE SIGNATURE THEN STATE GPS LOCATION SHOWS VAN WAS THERE SO WAS DELIVERED,

STILL NOT PROOF THEY DELIVERED NOTHING. JUST GPS FAKE SIGNATURE

PAID £300

ALL I CAN SAY TO HELP OTHERS SEND A COMPLAINT OFF TO THE HEAD OF THERE DEPARTMENT HE WILL SEND IT TO THE DISTRIBUTION TEAM WHO WILL JUST GIVE YOU LIES. THEY WILL ASK TO TALK ON PHONE REFUSE THAT, CONTINUE TO DIALOG BY EMAIL.

THEY WILL STILL LIE, ARMED WITH THE EMIAIL AS EVIDENCE, DO A CHARGE BACK, OR TAKE TO SMALL CLAIMS COURT, SEND ALL INFO TO YOUR CARD PROVIDER, OR TO SMALL CLAIMS YOUR GUARANTEED TO GET YOUR MONEY BACK.

PLUS COMPENSATION IF YOU TAKE IT TO COURT SIMPLY YOU HAVE A CONTRACT WITH JOHN LEWIS NOT THE DELIVERY COMPANY. ALSO COMPLAIN TO OFCOM AND TRADING STANDARDS AND PUT THIS INFO ON YOUR SOCIAL MEDIA SO MILLIONS CAN SEE AND BE PROTECTED FROM ONLINE STORES WHO REFUSE TO REFUND IF THINGS GO WRONG.

NEVER AGAIN JOHN LEWIS IS NO GOOD

We purchased a Bosch Logixx WAS32462GB Washing Machine, less than 2 months ago and last week we did a wash, opened the door and the washing smelt of burnt rubber and found pieces of rubber in our washing. We called John Lewis Technical Support and after many conversations organised a BOSCH engineer to visit last Friday.
The engineer CONDEMNED the washing machine as the drum was warped (bent) which was catching on the rubber, hence the burnt rubber smell. Beyond repair and advised us to call John Lewis for a replacement.
We called John Lewis and they are now REFUSING to replace the washer as the model is no longer available, making us buy another equivalent model for an EXTRA £250, as they can't get the same model any longer.
We've already paid £500 for a washing machine less than 2 months since why should we pay an extra £250???
So, we're currently without a washing machine and John Lewis response is...send us your laundry bill and we'll pay it for you...ERM NO! We want an equivalent washing machine, nothing more, nothing less and paying nothing else.
Would never EVER buy anything from John Lewis again.
Something needs to be sorted ASAP

I have to say that John Lewis have been the worst ever shopping experience I have ever had. I ordered a dining table from them costing £999. They were supposed to deliver these in mid Feb which they did but only the top and no legs. It took me several phone calls before they located the legs and each time they said they would call back but never did. It took a few more phone calls for them to deliver the legs. Then due to a manufacturing fault the legs did not fit together with the top and I called them a few more times before they said they would redeliver another pair of legs by which time I said they need to send someone with some legs and a top as I didn't know if the problem was with the top or legs. They finally sent their men and it was fixed after several weeks but I still had to make another 5 phone calls in order to chase for compensation. In the end I was offered £70 but was pretty rubbish considering how much time they had wasted and overall I had called them at least 15 times. I then used the voucher to buy a rug which costs £310 but I was charged the full amount even after entering the voucher codes which should have cost me £240. I am now chasing them again for this error. After this transaction I think I am done with John Lewis. They are so incompetent and after spending so much money with them over a short period they do not seem to care for any of their customers.