Johnlewispartnership Reviews 

Absolutely terrible service from John Lewis!
Issue with delivery not arriving on schedule days, on 2 different occasions. Waiting over 20 minutes and 40 minutes for customer services to answer the phone. Tried using chat bot which didn’t understand.
Used to be fabulous service now it’s absolutely diabolical, I won’t be shopping with them any longer.

Called over 8 times, minimum 40m wait each time. Ive been hung up on and disconnected multiple times after eventually connecting, put on hold for 20 minutes then every time too. Told Id be 'called back' , never happened. I specifically called their team to order because this is what their website clearly stated, if I needed installation included. They ended up never adding installation & recycling to my order which was clearly discussed on my sales call and confirmed that it was included. Now they cant seem to add it. CS Team is disinterested, cant help at all (if you get through) . Save yourself the stress and buy elsewhere.

Very disappointed. I purchased a dress whilst staying in Edinburgh. I live in East Yorkshire and the nearest store was York, but it closed a few years ago. Got home and found the dress had a hole in it.. not pleased as it was expensive. I called John Lewis customer service and explained the situation and I wanted to return it for a refund as it was faulty... to be told it could only be returned to the store I bought it from!!! My "local JL store is over 100 miles away. After being on hold for an age trying to speak to someone, getting someone unhelpful who couldn't understand my query, then getting ZERO help with my issue left me with a poor opinion of John Lewis. I probably won't shop with them again after this. Terrible customer service. Now stuck with a dress I can't wear and out of pocket. Very poor.

I ordered a Samsung American Fridge Freezer from John Lewis which included delivery and installation of the water filter. The delivery was made as scheduled but the installation of the water filter did not take place as the delivery people had no idea on what was needed to be done . They even walked away with the spare parts required to do the job. I complained to John Lewis who did nothing to help resolve the issue. Even going to their Escalation team achieved no positive result. Please note I have had a heart operation 7 weeks ago and this entire episode with John Lewis seriously affected my health

Avoid at all costs. Writing this while still on hold after 45 minutes. The bed assembly guys are here but apparently unable to remove my old bed despite me phoning to confirm this before placing the order!! Off shore call centre. Now have a bed stuck in building hallway and need to find urgent clearance i have to pay for!! Would refuse new bed if I had known.

What have JOHN LEWIS done to there RESTAURANT MENU.
They have completely changed the menu,
No toasted sandwiches apart from new looking rolls with odd mixtures of food in (I had a cheese and LEEK sourdough warmed up, it was not very nice, hardly any cheese mostly LEEK didn't enjoy that and the crusts were to hard to eat.
There CHEESE Scones used to be the best in Norwich, now where is the CHEESE there's only a little sprinkle of cheese on the top.
It's usually full at lunchtime, been over there 4 times since the new menu ,and the place is empty. I live nearby so that was always handy for us, will have to look for somewhere new.
Surely this will tell them they must be offering the wrong food.
Such a shame, as we met up with people , but it's certainly not the same anymore.

The death of John Lewis remote service: Rude, clueless, and unprofessional call staff
I want to be entirely fair: the in-store experience and the face-to-face staff at my local branch are absolutely fantastic, helpful, and traditional John Lewis. However, their online systems and remote customer call services are now a complete and utter shambles.
I placed an online order for a birthday present, and the checkout system explicitly allowed me to select and confirm a specific collection date and time. Shortly after, I received a vague email stating they couldn't guarantee the date because the item was apparently "damaged in transit to the warehouse" and they had to re-order it from the supplier. Two days before the agreed collection date, I proactively called customer service simply to check if the item would still be available on time for the birthday.
Instead of being met with helpfulness or clarity, I was subjected to a shocking lack of training, a confrontational attitude, and a complete refusal to listen. Instead of taking ownership of their supply chain failure or explaining how a factory-wrapped product in a protective box was suddenly ruined, the phone agent awkwardly threw an internal corporate script at me, claiming that because it was a "supplier direct" item, their policy gives them "up to 28 days to deliver."
If your front-end website actively promises a firm delivery date without a single mention of a 28-day lag, your phone staff should not be using invisible supply-chain clauses to excuse a missed deadline when a customer calls for a simple update. The absolute lack of empathy and systems knowledge from the call team was staggering.
When remote customer service agents are this poorly trained, defensive, and plain rude, it completely ruins the brand's reputation. I voted with my wallet, immediately cancelled my £290 order, and went straight to a specialist retailer who actually values my custom. If you can buy in-store from their excellent local teams, do it—but avoid their online and phone support at all costs.

Regarding my purchase of a Hendricks high back chair. I had numerous wrong delivery dates sent and on one of these dates I waited in all day. I spoke to several customer service people- all in South Africa, who were polite but unable to help and gave wrong information. To add to the problem they sent emails to my husband’s address, which caused concern- data protection?? A complaint was raised at the time with written promise to get back to me- never heard a thing! The eventual delivery was carried out by 2 excellent JL men. Very disappointed with John Lewis after years of singing their praises.
This review written on my husbands phone because I was unable to access the John Lewis site

Absolutely appalling service and customer relations. I ordered a fridge freezer on line and paid for installation service. Two John Lewis men turned up to install and one lifting the item on his own, rather than wait for the other to park the lorry, caused damage to the outside surface of my kitchen cupboards and the inside shelf whilst he was lifting it into place.
What was worse is the minimal amount offered as compensation for damage. Furthermore my experience of the John Lewis senior team who were allocated to sort out the matter, were unhelpful, and I received poor customer relations from them, they also managed to mess up the entire collection system and dairy commitment for the item to be collected. After this experience and despair of how I have been treated a a so called valued customer of John Lewis I will never shop with them again!

Completely inept customer service. Had failed delivery for a few days which , after me being on hold for 1 hour, they promised to fix immediately. £ days later, still no delivery. I shopped with them for last 10 years but no more.

Once superb after sales service, is now absolutely abysmal.
My tumble dryer required mechanical repair 4 times in less than a year. Its impossible to discuss with anyone apart from a patronising ai bot. Unwiiling to replace a clearly faulty product.
I will not be trusting or purchasing from John Lewis again.

If I could have put 0 I would have….
Purchased a Bluetooth Speaker on line, John Lewis never gave it to the carrier. Spoke to customer service which is absolutely awful, they said they would cancel the first speaker and send a replacement, not to worry. Obviously ..do worry as the customer team seem to have no concept of how do things properly…they must be losing John Lewis so much money.
So after both parcels arrived (yes both) late….i phoned customer services again, I collected one but not the other, don’t worry they said we’ll contact the carrier and ask them to return it to us….again did they, no. The post office then insisted over a week later we pick up the parcel when we picked up another parcel. Yes you’ve guessed it, I spoke to customer no services again….another 40 minutes plus 20 mins of my time with no resolution. I asked 4 times to lodge a complaint, at no time did they. They said they had booked a return collection with RM, and read out my email which wasn’t mine…..told them mine…customer services said it wasn’t, I hadn’t placed the order on that email, said that the collection would be between 10 and 10.32 next day and then we got cut off.
Yep you guessed it again …phoned back, we cant book a return collection slot, you’ll need to wait in all day! I asked to make a complaint and get a resolution……not possible either……5 phone calls 4 of 40-45 minutes and 1 of 25 min….told different things, still no complaint registered…..what an earth are John Lewis doing outsourcing their customer services…..it’s the most awful lack of service I have ever encountered…..it’s so sad that this premium store has chosen this route, it will only diminish your customers further….I will never order from John Lewis again!

When did John Lewis customer service become so bad????
Several phone calls to place order to buy an oven. Made to hold for minutes at a time, then told will need to call me back- they did not call back! Called them my selves, unable to take payment as dept now closed. Called back payment team say payment not going through, call back again told item out of stock and they would not have been able to deliver to me anyway. Bought oven else where, JL call back now wanting to arrange delivery- cancelled order thinking that was the end of that. Card statement shows payment was taken, call back to get refund call handlers don’t understand what has happened, again holding for several minutes at time and asking for order number which I don’t have as it was never ordered!!! The frustration level is crazy!!!!! Gave up and now planning on using section 75 to get my money back from the credit card team…..JL customer service you are morons- do better!

Such a shame to see Jl customer service in a shambles. Choice is either a chat bot and a wait of at least 20 mins for someone to answer, or call customer service which is outsourced to another county, difficult to understand the operatives. I managed to arrange refunds on faulty items only to not receive an email allowing me to return my items and had to call back again. I have spent at least an hour and 3 separate calls to arrange something so simple - which is just not good enough. Do better JL….it has put me off using the company and will go elsewhere from now.

Terrible customer service. Patronising responses and going round in circles. Ask to speak with a Manager to get a resolution and just told they're in a meeting.
When someone in-store messed up my order and them saying we have to return everything if one item is incorrect. The worst customer service I have ever experienced!

Useless customer service on the phone. You can’t call an individual store to check that the item it says is in stock is still in stock. So what’s the point in the website having a “check instore stock” option? Astonishingly unhelpful and probably an overseas customer disservice line.

What on earth has happened to JL. Always dependable, great customer service and quality products… but no more. I will no longer use JL as my one stop shop…are they going into administration?? Ordered a wine fridge, supposed to arrive in 10 days, took 3 weeks. Waited in but failed delivery. Terrible phone calls with customer service, difficult to understand, nearly 2 hours on hold and patronising responses. Finally when fridge arrived (and it wasn’t cheap) it was faulty. Most likely due to sitting on Arrow XL van driving round the country, failing to be delivered. Waiting now for JL to pick it up. What a waste of time and effort. JL has lost a very valued customer…never buy again.

I have a complaint to make about the way I was treated by two members of staff, particularly one, at the Bristol store yesterday. There is far too much to say here, I need a legit email address but there isn’t one. The only option is to use their ‘chat’ or a box to fill in but you can only use 3000 letters which is useless. I was made to feel very small and embarrassed and want to take this matter further. I also don’t want to talk to someone on the phone because as I’ve said previously I have a lot to say.
I would very much appreciate an email address that I can explain everything that happened, and there’s a lot.

My friend and I visited your store in Cambridge last week and I felt compelled to give some feedback.
The assistant on the Tom Ford counter couldn't have been any more helpful.
She was knowledgeable, professional, friendly, patient, and courteous.
We were able to spend time interacting with potential purchases, and seeking advice.
She made the whole experience really pleasurable and it lead to us buying a number of products.
Staff like her help folk like us remember why it's essential to visit a store rather than simply buying online.
I hope you're able to feedback just how pleased we were...

The store failed to apply a discount at the till as they said it didn’t apply, however the offer was clear on line

Initially the phone wasn’t helpful and the cut us off

The WhatsApp service could see the problem but didn’t want to resolve it. Nice words, no action. Didn’t escalate the complaint either

Very disappointed