John Lewis reviews

John Lewis reviews

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Slowest company on the web?

I'm absolutely appalled by the service received so far by a supposedly "cutting edge" internet company. Ordered a rather expensive TV via their web-site four days ago(although the price in fairness was very competitive) only to be told today that I will have to wait for over another full week for delivery! In this day and age, with immediate communications, fast delivery and, of course, immediate payment to the retailer, there is no acceptable excuse for such slovenly, snail paced service. A few days is acceptable - ten days is just ridiculous. I have not even yet received the TV and have already decided that I will never use this company again. Maybe I am a little impatient, but I ordered a somewhat spurious part for my elderly Land Rover via a famous auction site at the same time as I ordered this TV - that part arrived today, whereas I have wait for my TV for more than another week . Very poor - I wish I had taken heed of the any poor reviews for this company dotted around the internet rather than give them the opportunity to have a free loan of my money for a couple of weeks whilst I wait for them to deliver my purchase.
Wholly unimpressed so far.
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Customer service department

Excellent service from John Lewis.com, when i had trouble with a BOSCH non existent money back deal.
i give John Lewis 10/10 who resolved my issue and Bosch home appliances get 0/10, In fact ZERO is too generous, avoid BOSCH big time !!!!
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Slowly getting there online

Still a little clunky in areas but the search and grouping on their website is quite good.
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Good if you can't be bothered going to the store.

Generally the website experience is good Have ordered many things on-line with them and have been happy. Let down by useless Citilink couriers otherwise good to use
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Click and Collect?...Mis-leading!

A new member of Trustpilot but hopefully my experience may help other users.
Below is an email sent to John Lewis, although a member of staff replied to me promptly facts remain the same and I cancelled the order, buying items elsewhere.

Your company really needs to amend the mis-leading way in which information is given to customers. Despite clearly stating that my order will be ready for collection from '2pm tomorrow' i.e online order timed at 18.58 on 27 December, only part of my order is ready today!

Due to a previous issue, I had the foresight to call your department to be advised that only the tights were in the parcel mentioned in your email below. The agent also advised potential 48 hour delay. Great, ok not a problem but don't tell me my order will be delivered the next day when there is a chance it won't be.

It is very irritating to read about the 'click and collect' being available the next day if ordered before 7pm for this not to be the case!

Surely it can't be that difficult to either adhere to the service standard you are offering or alternatively change the wording so customers like me don't make wasted journeys or telephone calls.
On the subject of the telephone call, the agent I spoke to was very friendly and pleasant and as much as it was nice of him to tell me about his panto experience, an 11+ minute call to an 0845 number is not desirable when I am paying for the call.....if a freephone number I would have happily chatted.

I am not seeking any financial redress but rather an assurance that as a long standing customer you will appreciate my frustration and that something will be done to address your shortcomings.

You are John Lewis for pity's sake; I expect more......you should strive to exceed customer expectations not fall below.
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Credit where it's due

After writing up 2 bad experiences on here, I feel credit should be given where it's due. Have used John Lewis on numerous occasions without any bother. Recently bought a tv package and 7 days later the hubby noticed that it was £100 cheaper. Contacted them and they advised that they could refund the difference under their 28 day price match guarantee policy. In my opinion a very good customer service. We received our £100 refund without any problems and it was done promptly. Top service!
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Retailer Of The Year For Me

It is rare that you find a retailer that is both amazing both online and the high street, yet at the same time meets your expectations and more. Before Christmas I had the pleasure of purchasing a few items from John Lewis online. Firstly on Black Friday I managed to pick up a Samsung Chromebook with £50 discount and free delivery to a Northern Ireland. Yet a week later I noticed it had been reduced by another £50 online, so I asked for a price reduction and without any hesitation they did a price match. Fantastic service!

However they really impressed me when I had been looking at a Bose Soundlink II before Christmas, having been to the Apple Store were it was £299, the Bose outlet store were it was £265, while Amazon and John Lewis had it at £219. Then I found it on a few unheard of online stores for £199 and visited my local Currys store who refused to even consider a price match as the stores were not in Northern Ireland, yet would have done so if I was in the mainland. However I contacted John Lewis, gave them the website links and they came back agreeing to price match to £199 with free delivery.

I have to say that I think John Lewis are an amazing store who are willing to price match, take customer care seriously and deliver when expected. What more can anyone ask for in a retail store. I cannot wait until there is a store here in Northern Ireland.
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Great customer service!

Purchased a pair of Diesel Jeans online and when they arrived they were massive! correct size on the label but absolutely huge in real life. Took them into the store in Cambridge, with receipt/delivery note in hand, and they couldn't have been more helpful - I had paid with Paypal and they refunded the amount to my debit card with no issues and plenty of smiles.

Shame about the jeans but a positive customer experience - will use again where price is competitive.
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APPALLING: Better service at a chimps tea party

Bought an excellent Toshiba Regza TV in 2010 when John Lewis still had a remnant of a reputation. Five year warranty too. A few weeks back it started playing up. Wouldn't switch on from standby (see google its a common fault and the excellent customer service team at TOSHIBA sort it instantly with a free software update sent out on memory stick) JL ignored my support request for a week, despite notification they respond within 24hrs! I never got any help until I started to complain. Then it was just one fiasco after another as one chump passed the problem onto another. I asked that my concerns be sent to head office as an official complaint. It never happened. Today I got an email from technical support saying they would like to send an engineer out and the TV could be away for 28days as they test it and make sure the repair works. What an utter waste of space. Who on earth could be without a TV for a month!!

I told them TOSHIBA had sorted the problem out with good old fashioned customer service and it was a common fault that if their dozy service engineers were any good would have known about already and flagged it up on the system as there have been thousands affected.

Needless to say they will never see any of my money again and it wont be long before we see yet another good old British brand bite the dust because chimps have taken over the asylum. What a waste.

BE WARNED they will take your money with a smile but the service wont be worth the paper its written on.
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They have never failed to be reliable

I bought a Sony flat screen television and Dyson hoover from them recently and as usual delivery and service was prompt and efficient. The Dyson had a problem though and John Lewis were fast to resolve the problem.

I have bought from them for years espcially for large electronic items and although they are sometimes more expensive, it is worth paying for the level of customer support you get when you really need it.
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very poor customer service

I have ordered twice from John Lewis online and twice they have failed to deliver goods after taking payment. No communication at all and when i ring them they tell me they are "very busy"!! I would not use them again.
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Love these guys

Great site, with spot on multi channel experience..
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Useless Customer Service - not even worth one star in my opinion

I shall never make another purchase from www.Johnlewis.com. I purchased an apparently in-stock camera case from them six weeks ago and I still haven't received it. It has been left totally up to me to try to sort things out. The John Lewis customer services team has been less than worthless. They neither seem to care about their customers nor to provide any communication to the customer without being prompted on numerous occasions. I had expected much better service than this from such a supposedly reputable company.
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Good Experience

Great advice from the electrical section. The T.V market has moved on a bit over the years and I did not really understand the difference between them. They helped me and saved me a lot of money as once they explained some of the features I realised that I just did not need them! Most companies would have just tried to sell me the most expensive t.v. Thanks JL
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great customer service and quality

will always go shop at john lewis. customer service brilliant and always polite friendly helpful staff.
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2 wooden chairs, 2 expensive, 2 lumps of firewood

Brought 2 chairs from john lewis last year, they have lasted exactly as long as the one year warrenty and both have developed problems and have since been replaced. For the money I paid to buy these from John Lewis rather than a office funiture store I am surprised the quwality was in the end, so low.
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Disappointing

I wanted it to work, I really did. But having ordered a chair for £400 I was told that they use parcelforce for delivery (?!!) so they couldn't even give me an estimate of which day it might turn up.
So of course I was out at work the day the first delivery was attempted (I can't really book a week off on the off chance), and the same for the second, as they still couldn't guess at which day it might turn up. I then decided the whole escapade was pointless and not worth a 50 mile round trip on the weekend having already paid for 'delivery', so I asked to return the undelivered chair for a refund, but it was mysteriously lost in the warehouse for three weeks. Took hours on the phone to Glasgow and a lot of my will-to-live before a refund was at last achieved about two months later. Shambolic. Why can't they use a reliable delivery service (which wasn't actually parcel force, but city sprint)?
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Never believe the reputation!

A week last Sunday we ordered an Ipad using the click to collect service. We received an email saying that the goods would be available on the Bank Holiday Monday. This was followed by a calll on the Monday saying that we could collect the Ipad from the store on the Tuesday. My partner duly arrived at Waitrose on the Tuesday with the relevant paperwork and card. She was told that there was no record of the order. Following numerous phone calls/emails (and being fobbed off), total confusion reigned. Eventually, a brave John Lewis Customer Service Agent acknowledged the poor service last Friday and offered a £30 refund. The matter is now resolved - but I will never believe what people tell me about John Lewis again!
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Very Disappointing Customer Service

Ordered a Bristan Prism Power Shower unit, I was not kept informed regarding progress/delivery of the order. Numerous phone calls to Customer Services, "fobbed off" with various excuses. Three weeks later still no shower (bathroom remodelling on hold). I would still be waiting now if I hadn't contacted Customer Services again - who eventually informed me that said shower had been discontinued by the manufacturer and my order would be cancelled and monies refunded. Very disappointed by their "couldn't care less" attitude.
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Service second to none.

Excellent quality and service from John Lewis.

Click and collect works well from an Internet order. Smooth, easy to park at collection point, good directions to locate pick up point.

In store they are very helpful, can-not do enough for the customer. Showed me the way to collect goods and even took me down a few floors to show me another area of the store I'd expressed an interest in.

Am currently awaiting a next day delivery on a product ordered online. Communications very good, and in conclusion I have tried every method of shopping and delivery collection offered.

The price match and extra warranty on certain products are second to none.

Well done John Lewis

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John Lewis Details

About this company

Painted kitchens from John Lewis of Hungerford. We have been designing and making beautiful painted kitchens, solid wood kitchens and furniture since 1972. Over time new designs have been created and developed, all true to our hand-crafted heritage. Fabulously British

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John Lewis is ranked 62 out of 85 in the category

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