Johnlewispartnership Reviews 

Why does a company who have had in the past, a really good reputation, seem to have turned into the worst company ever. Endless times I have placed an order, and paid, then 2 messages, both incorrect about delivery to my address. All of a sudden, nothing for days after the delivery should have come 3 days ago! Then the drama of ringing customer services, no one answers, then you hear poor quality line, which always means you are talking to someone abroad, South Africa, you can’t hear what they say then after numerous attempts to understand what they say, they tell you the wrong thing. It is poor luck who and where or which country you get to speak to, and the call always ends with disappointment. There seems to be a distinct problem in communication with j.lewis, you can always tell when it’s going wrong when confirmation of the order doesn’t happen. I’m so fed up with it.

This is the second time John Lewis has failed me. Recently I paid £8 for next day delivery, and waited in all day (given a 8.00 am - 8.00pm delivery period), but it never came. It was a lovely sunny day when I could have been out with friends. When I phoned for a refund, I had great trouble understanding the operative as they had a very strong accent. I found out later the call centre is in S Africa. Previously, when a faulty item was to be collected, JL gave me two different days. I phoned to confirm which one, and they then proceeded to collect the day before.

Tried to return a faulty item within the first 30 days. Online "live" chat cut me off twice after being on hold for over 40 mins each time. Seriously not happy about that! Then I telephoned and was still on hold after TWO HOURS. I gave up and still have the faulty item. Shocking, shocking customer service.

Please don't purchase anything electrical from a company who will gladly sell you a Lenovo tablet but have absolutely no idea how to serve my requirements for a simple SD card to increase my storage capacity.
I point out that I am an elderly customer with very limited technical knowledge and would have thought this would have been a very simple task for their Technical department to assist with.

What has happened to John Lewis recently.
Spent a lot of money on a sofa, waited in all day for delivery which hasn’t happened. Customer service appalling, staff are not interested. Was told my order
doesn’t exist even though I had the order number.
Asked if I could speak to a Manager, the answer was
NO. I won’t be buying anything else at John Lewis and I still have to find out what has happened to my order.

I really wish I had read the reviews before ordering from John Lewis.I assumed they would be great. I ordered blackout blinds for my toddlers room that were supposed to arrive on Saturday. I then received a message saying there was a issue and they would arrive today.This morning I received another message saying they had been sent elsewhere and would arrive tomorrow.customer service had nothing to say other than contact us tomorrow if they don’t arrive.I won’t be using John Lewis again.

Shocking rude, knowingly undersold customer service line!
Unhelpful, no wonder they had to shut stores.

Ibanathi Z Was as much use as a chocolate teapot. JL missed the next day delivery I paid for and this person refused to refund me. Absolute disgrace

It was my first experience of using John Lewis customer service and they were useless. Apparently 7 day delivery doesn't mean 7 days but in fact 12 days as they don't count weekends. That would have been good to know before I ordered a birthday present.

Shocking customer services ,£1450 payed for smeg fridge deliverd damaged and not installed by delivery team dumped in hallway sent images to them idiots in southafrica about ten times going to trading standards never use them again

I have had a very poor and still unresolved experience with JL recently. From the online IT system to the outsourced customer service team, the entire process has been an absolute nightmare.
Live chat waiting times are regularly 40–50 minutes, and if the chat disconnects, you have to start all over again. I made numerous phone calls and received many promises, yet nothing was resolved. I eventually had to visit the store in person, where the staff member was polite and helpful, but even then it took around an hour to deal with the outsourced support team.
I placed a simple Jo Malone order on 24th April as a birthday present for my daughter, but due to the unnecessary delays and poor handling from JL, her birthday had already passed before the issue was resolved. After nearly 20 days, I was only then informed that the item had apparently been “lost in transit”.
Despite already cancelling the order in store, I later received another call saying the item would still be delivered. When I asked about my refund, the customer service representative was rude and dismissive, telling me I now have to wait until 18th May for their systems to be fixed, and then another 14 days for the refund process. Honestly, it feels like I ordered from the other side of the world rather than from a major UK retailer.
What makes this even more frustrating is that after visiting JL Kingston customer service, I placed the exact same order with Look Fantastic that same afternoon. The order arrived smoothly within just 2 working days, was cheaper, and even included several freebies.
Most of the appliances in my house -from the fridge and washing machine to the dishwasher and many other items - are from JL. That is why this experience has been so disappointing. It genuinely makes me question whether it is worth paying the same price, or sometimes even more, only to receive such poor customer service and delivery support.
In the current economy, customers expect reliable service, especially when paying premium prices. It does not matter how large the suppliers or brand reputation are - if deliveries fail and customer service is poor, customers will eventually look elsewhere.
Sadly, John Lewis customer service seems to be going downhill.

This is so sad to see John Lewis delivering such terrible customer service. I ordered online, paying supplement for next day delivery. Didn’t arrive. No message to explain. Phoned them the next day. Guaranteed to arrive the following day. Didn’t arrive. No message to explain. Phoned them the next day. Delivery system down - no one able to access orders. No message to explain. What is going on?

We just called John Lewis Customer service as I want to buy a £1300.00 pushchair from their Nottingham store and needed to speak with someone about the item. I was told they didn't have a phone number for the Nottingham branch, and couldn't connect the call what customer service is this?

Please can you view the above case which I have now received a response . I even drove to John Lewis this morning to talk to someone directly who agreed that this was not right. I have tried to contact you 3 times by phone and can only get someone in India who won’t discuss any of the issues or even offer advice.

This is not what I expected from your company and I am very upset , frustrated and feel completely let down.

Over the years I have spent a huge amount with John Lewis and this garden furniture cost me £1600 pounds only to last me 2 summers! Part of it has broken away from the joints and cannot be sat on.

We are just out of guarantee by 4 weeks and only discovered this when we uncovered it yesterday from last year.

How can you as a business advertising your wonderful products and customer service not even offer any help at all even though I mentioned the consumer act of 2015 which I feel should be taken into account.

There is no way that this furniture should only last me 2 years.

I am 64 years old and we have hardly even used it that much.

How can you think this is acceptable . I am going to take this further if you still decide that John Lewis won’t even look at fixing this for us.

Despite receiving the usual delivery timed email on the expected day of delivery for a washing machine, the appliance took and extra 13 days to arrive! No explanation, no apology on the day, no offer of compensation until I pushed for it and then offered only £50!! absolutely shocking, customer service did not care one jot and even mis- spelt my name in a reply email. I would be giving zero stars if I could. I will order from Costco in future to get the same 5 year guarantee for large appliances - such a shame that a company who replies on their good name is in such a shambles.

Something has changed with John Lewis customer service… I’m a lifelong customer and always thought of them as a reputable brand, somewhere I go to for more special homewares etc - including in this instance spending my wedding gift voucher on a new suitcase set for my honeymoon. The bags arrived damaged and I have been trying to resolve this with them for MONTHS. I don’t know what is going on with their customer service now but it sounds like it’s all been outsourced and it is just really really bad. I’ve wasted hours trying to resolve this. I imagine they’ll lose a lot of lifelong customers like myself. What a shame.

Wedding guest outfit. Paid £350. Never arrived. Telephoned customer services twice. In queue both times up to 10 mins. Got through to a human being and was then cut off mid call on both occassions. Tried chat bot. Got nowhere. Asked them to call me. Nothing. Then completed a detailed customer complaint form on line. No response. Attempted escalation process but couldm't complete as i wasn't acknowledged with an origonal complaint reference. Worst customer service experience ever and they still have my £350. I have since purchaed another outfit from a decent company

Visited Trafford Centre Electrical dept recently and wanted to examine a basic Kindle and Kindle Paperwhite and in particular how they felt in your hand as the Paperwhite was bigger and apparently a bit heavier- the weight was a significant purchase factor to me .Unfortunately, both the Kindles were attached to a frame which in turn were attached to the Sales bench. I asked a Sales person if I could try the Kindles for weight but he said that was not possible as they were attached to the Frames for security. I said that I could understand to a point, but my purchase would be based on the weight difference vs performance factors. He said that he couldn't do it for security reasons but I informed him he could replace it back in the cradle after about 10 seconds.
I said that was not acceptable to
me and I would purchase elsewhere.
This experience has and will affect future purchases from John Lewis as they used to be first choice.

Terrible customer service from John Lewis & Partners.

I recently purchased a rechargeable table lamp which stopped charging after just 3 weeks. My first call to customer services was positive — the advisor arranged a replacement quickly. However, I later discovered I had been charged £7.95 postage for a faulty item, which is completely unacceptable.
From that point on, the experience went downhill. I encountered rude staff, repeated long hold times, and was unable to speak to a manager despite multiple requests. After several unsuccessful calls, I had no choice but to raise a formal complaint via email and copy in the CEO.
Although I was eventually contacted by the CEO’s office, I am still waiting for the full refund owed to me.
This has been a frustrating and disappointing experience from a company that prides itself on customer service. Based on this, I would not recommend purchasing online from John Lewis.
If you want, I can tailor this for a specific platform like Trustpilot, Google Reviews, or a more formal complaint letter—they each benefit from slightly different tone and structure.

Cut off 3 times trying to sort a faulty kettle costing £100! Gave my details 3 times, spoke with 3 different people, and got cut off after giving details . Tried the online chat, waited over 7 mins to get to communicate then got pushed back another 7 mins. What is going on ? I thought John Lewis were supposed to be top notch ? It feels like i have been a victim of metrics , where there is a time limit , then then they hang up ? Awful experience , I'm going to talk to somebody in the store tomorrow , this is shocking customer care.