Johnlewispartnership Reviews 

When I had an issue applying a “My John Lewis” reward to an online order I contacted customer services. They seem to be based overseas. I dealt with 3 individuals over 2 days.
There was a real language barrier. I could barely understand what they were saying.I was given incorrect information on every occasion.
I eventually gave up and traveled to the local Southampton store. “Click and Collect” promptly corrected their mistake and apologised.
I went up to the top floor and spoke with a young lady in the store’s customer services. Sadly she appeared completely disinterested. She said that they were always getting complaints about the overseas customer services and that this was unlikely to change. She took no details about me or my experience.
Totally lacking in empathy and professionalism.
Wake up Jon Lewis, you will lose credibility if this persists!!

Terrible terrible customer service 3 of 6 framed wall prints damage faulty. Off shore customer service centre has me going round in circles. I feel helpless, so upsetting I can not speak anyone in the UK who can take ownership of my issue. Completely lost!!!

The item delivered to me for my recent order is not the products I ordered. I contacted them to get them to collect the wrong item they sent to me and at the same time to send me what I actually ordered.

After an hour on the phone, I was guided to go on to their website so I could upload a picture of the wrong item delivered.

Then while they can send me a label for the returned parcel, I was not told when they will come to collect. Then I was told they will not send me the products that I acutally ordered until the wrong item is collected and returned to their depot.

It makes out like my fault particularly they have alredy taken money from my account.

I tried to ask them to pass me to someone who can have authority to do a straight swap but I was not allowed.

So I can echo other reviews of very poor JOHN LEWIS customer service.

Appalling customer service. Been waiting 2 months for a refund and still not received it. Now they are ignoring my emails. Will have to go through small claims court to get my money back.

If I could do less than 1, I would. They have cancelled a delivery of a washing machine twice now. The first time they drove down our road, couldn't see an obvious place to park so drove off and called to say I'd need to reschedule. I had run out of the house ready to help them find a place to park but they'd gone. Then today when they were due to deliver I get a message they can't due to illness and now I am having to wait in all day tomorrow. The problem of not finding a parking space may still be an issue as I live on a street of terraced houses with many parked cars. This must be an issue in many places for delivery drivers. John Lewis need to find a solution to this as all the other delivery drivers do. It's really poor service.

John Lewis customer " service" is ABYSMAL. Whilst wanting to purchase a range cooker the only way to order if installation and removal is needed is to call the
" customer services" .After a 20 min call to order the cooker and installation.( Mainly because of language difficulties) I was told that removal could be arranged but installation had to be direct with the delivery service who would contact me. After several days of silence from John Lewis . No confirmation of the order had been received. I telephoned cutomer service again to request proof of purchase.No language problem this time. ( the money for cooker plus removal had been debited from my account) John Lewis then said they could find no trace of the order and that I should dispute the payment with my bank! However before I could action this within 5 mins I received a text from a delivery company confirming delivery for 17th Nov. As per instruction I contacted the firm to arrange installation to be told that this was impossible as it had to be arranged at point of order.
Reluctantly I accepted this .I also escalated the complaint with John Lewis via WatsApp option. This was 4 days ago as yet no response. The cooker did arrive BUT John Lewis although taking the money for removal did NOT arrange removal. Now stuck with 2 cookers .Also not able to claim £100 cash back from Belling because I have no proof of purchase.
Come on John Lewis get your act together...Ensure that your employees are able to give the service you used to be admired for.

really rude unhelpful Ineffective customer services
Patronising! i asked for help with an order i was still waiting for - and paid for- and i was made to feel like it was my issue and i should try to contact the manufacturer. Treated with indifference
Honestly shocked by the experience and it has made me reconsider using john lewis

My order was placed a week ago and has not been sent to the courier company, there is no other information in the tracking. I tried to use the JL customer services bot which failed to be helpful, I emailed the customer service email to receive a reply saying I have to wait up to 48hrs for a response. I cannot find a functioning customer services phone number any where . What has happened to John Lewis? The customer service has gone from outstanding to appalling. It’s really sad but having been a loyal customer for decades I am losing trust in the company and will think twice before ordering now.

So poor. Ordered an oven from John Lewis which malfunctioned the second day we had it. I was promised a replacement and collection, then they made an error with this and said they have to collect and refund. They have taken 2 weeks to collect due to errors on their part. After collection I was misinformed that they will process my refund "promptly". I had to call to chase this at which point they lied that someone will call me this morning. They did not. I have spent a further hour on the phone, pushed from dept to dept to finally get my refund. We have been unable to cook for nearly 3 weeks and I have spent altogether 7 hours on the phone to them. Unacceptable. I will now order a cooker from somewhere else as I would advise you all to do

Dreadful response from what become apparent the South African call centre. I could hardly understand part of their accent rude no apologies held for 25 minutes as the person did not really understand what they were doing.

This is the worst customer service I have ever experienced. Numerous phone calls and messages via their whatsapp service. 4 days later and are still unable to tell me where my parcel is that I paid over £700 for.

My wife and I purchased two so-called “firm” pillows from John Lewis at the Brent Cross Shopping Centre in London a couple of days ago. When we bought them, the shop assistant did not mention that these items were non-refundable, nor were there any signs or notices in the pillow section indicating such a policy.

After using the pillows for just one night, we realised that they were not firm at all—despite the packaging clearly stating “firm”—and they also caused both of us neck pain. We returned to the store with our receipt, expecting a refund or exchange.

However, the store manager refused to help. She told us it was our responsibility to check the John Lewis website for the return policy before making the purchase, even though we had bought the items in person in the store. When we explained that no one had informed us of any non-refund policy and that there were no signs in the pillow section of the store, she implied that we were being dishonest.

As a result, we have spent £60 on poor-quality products that we cannot use and have been treated disrespectfully by the store’s management.

I am writing this complaint to warn other John Lewis customers: always ask whether the items you are purchasing are refundable or not, as this information may not be made clear in-store. Sadly, after this experience, I will not be shopping at John Lewis ever again.

Incredibly poor!

An absence of customer service, incompetent staff who do not read emails, or respond in contradiction to one another. The summary of which was to call me today ... citing that they hadn't read the email trail, and thought they'd just ask me about it!!! Utterly ridiculous - avoid their services until they sort out their customer care!

John Lewis are risking their reputation by moving Customer Services to South Africa. The 'service' is appalling.
To purchase a freezer with recycling you have to call South Africa. There the staff give conflicting information, muck up orders and don't seem able to resolve problems.
I have purchased two freezers. Both times it was a nightmare of cancelled orders, lost orders and hours spent on the phone.
Never again. I am sorry John Lewis - don't waste money on deluded Christmas advertisements. Just return your Customer Services to the UK and employ some nice elderly staff who understand how to look after customers.

Not sure what has gone wrong with JL customer service online. Pressed chat online, waited 17 minutes for reply from actual person. Greeted with flower and hugs emojis!! Issue was a parcel badly damaged and needed to return and order replacement…took over 30 minutes along with more emojis!! Had messages saying ignore last message as not for you, so I obviously dealing with more than one customer at a time. Dreadful service, not valued as a long standing customer at all, think someone needs to look at other companies ie The White Company where they appreciate their customers.

Absolute shambolic customer service!

Ordered a ring for my son's birthday. The ring arrived (miraculously) with only 2 lines of my address on the packaging. It was the wrong ring, the wrong size and to top it off the ring they did send me was cheaper than the one I had purchased!

Contacted customer service to raise a complaint. I have had 4 emails back from 4 different people, each one a load of waffle, not one of the replies offering to contact the company and try to resolve, instead saying 'we listen to your feedback'. They may as well say goodbye nothing to see here move along! What upsets and angers me the most is, it's almost like they enjoy winding you up, gaslighting you. It's disgraceful.

John Lewis, I have noticed you don't bother to reply to all the negative reviews you receive, perhaps that's because you are receiving too many. It's truly shocking that your customer service has become non-existent. You might be saving money by outsourcing to another country but you are losing your reputation in the process. You don't deserve our custom.

What is going on with John Lewis Customer Service????
The call centre has obviously been relocated to South Africa, I'm guessing? All the staff do not speak proper English or are so heavily accented you cannot understand them and they have no idea what is going on or how to help.
JL - do not bother spending thousands of pounds on Christmas adverts SORT OUT YOUR CUSTOMER SERVICE!!!!!!!
JL used to mean reliability and quality - at least rate you will be going bankrupt.

Amazing service from BEN at John Lewis Cardiff last night.
Although working another dept he could see my husband needed assistance in the men's clothing. He came over, discussed my husband's request and took time and effort to sort everything out for him. We made a purchase based on his help and support! first class

Click and collect order placed but not fulfilled. JLP seems to have taken Alice in Wonderland and Kafka for its business model. Order placed on 29/10 -- message on 31/10 advising of delay --- next on 1/11 goods damaged in transit --next on 4/11 retun and refund processed. Attempt to discuss the issues of a deeply incompetent, chaotic system, are fielded in Cape Town with courtesy but little outcome. Perhaps JLP think that customers find their business model for online shopping and customer service an engaging amusement... not this customer ... Small wonder that JLP is in steep decline ....

Terrible customer service from callcentre.
Agent cut the call when I asked to escalate... I got the "I can't hear you, are you still there" then she hung up and made no attempt to call me back despite taking my name and phone number at the start of the call!
Same thing happened using their WhatsApp chat, agent cut the chat session (they said due to inactivity even though I was typing at the time) real reason - they were clueless and unable to answer my question.
Also tried to communicate via online forms - JL response sent from no-reply email address, so when you get a nonsensical response you can't respond. What have John Lewis come to? Customer Service was the one thing you could always rely on but no longer. Communication dead end.