JohnLewis

Buying an integrated fridge from John Lewis has been the worst customer experience of my life, and is still ongoing a month later. Engineer who came to install it said it doesn't fit the integrated doors even though I did all the relevant checks in advance, and left the fridge installed without the doors saying someone will be in touch to fix the situation. No one was. I had to spend 4 hours (not an exaggeration) with John Lewis customer service the following day trying to get an exchange for a fridge that fits. All through the experience they displayed a lack of knowledge about their products, how to install them, and the company's internal policies. Only after much back and forth did they agree to exchange the fridge and reimburse me for the failed installation. They gave me a collection date for the old fridge three weeks later (saying it's the earliest they have). When they came to collect several weeks later, they said their team doesn't do integrated fridges so I will need to reschedule the collection. Now I have 2 fridges in my house and am waiting another 3 weeks for them to (hopefully!) collect the old one and get the new one installed. When I asked to customer service to escalate the case to a manager they said repeatedly that "no one was available". I've also lost money booking external installers due to John Lewis' inability to remedy their mistakes and offhand attitude towards customers leaving them in difficult predicaments. Unfortunately, this company has gone badly downhill, I'm now just hoping to get out of this nightmare somehow.

I will never shop at John Lewis again after recent experience. The customer service is appalling. After 30 years of shopping there I will never again. Damaged goods arrived delivered by rude people. The replacements never arrived and in fact had never been ordered despite
Customer service telling me they had spoken to the delivery driver and it was his next stop. Calls endlessly weren't returned and in final conversation I felt I was being severely reprimanded for not agreeing to accept a £50 discount to keep a worthless torn mattress. Delivery Of other goods from Curry's couldn't have been better.

Be careful, I placed an order with John lewis & Partnership, using their website, received order confirmation from John Lewis... turns out it was a scam. Tried calling customer service 3x, no one in the UK was available, only international call centre, who did not help at all... Scam, avoid using website

Online is a nightmare solving problems. Purchased a special Xmas present for my sister in law. One expensive item was not correctly supplied. To get a refund I had to spend hours inconveniently sending the wrong item back ( my sister in law is a busy nurse) via Evri...oh yes that feels likely to succeed My money is being held to ransom by a highwayman. I had to go to Ebay to replace the item as JL was out of stock. I spent several hours talking to various customer service agents who could not solve. I see JL is not what it once was. Spent quite a bit with them this year...not sure 2024 is going to be a repeat

I bought my apple laptop from John Lewis in 2021 with a 2 year warranty. The keypad became faulty. I phoned John Lewis and was told to return the item to my local Waitrose. I was given no tracking number or QR code.

Waitrose explained that the John lewis customer service has been outsourced and they don't understand their protocols.

After an hour on the phone I managed to give John Lewis a tracking number from Waitrose.

2 days later I received an email saying the item cannot be refunded and was on its way back to me via DHL.

When I spoke to John Lewis Customer Service they said that the laptop was on its way back to me, as they connect give me a refund. I explained that the product was faulty and that I didn't want a refund but that it needed to be looked at by their technical team as it was faulty, I was told to return it to them when i received it back.

The laptop has never arrived, this was over a month ago. The tracking number from DHL does not work and JL assured me it was collected. I phoned customer service every few days. They say they will look into it but never do. Effectively John Lewis has lost my laptop and with my identity. John Lewis have taken no responsibility for this issue. Or done anything to resolve it. Each time i phone i am told the same thing but there is no progress.

I now have no laptop, no compensation and no way of speaking to anyone that can help resolve matters.

I would think very seriously about purchasing an expensive item from John Lewis again as their customer service is completely incompetent, unhelpful. I have been left without a laptop and with no one i can speak to who will resolve the issue.

Staff unfriendly
If you use a perfume tester
You are threatened with security.
If you are at risk
You raise your voice to a customer it's dangerous.

You voiced your concern
You are threatened with security.

Again you get worked up
Threatened with security
You cannot use perfume tester s
There's a limit.
Security is watching how much you spray
It's petty.
It's not a good experience
The standards have dropped
The manager have become rude.

I am not welcome at the store
I received an email saying If I visit the store
I will be asked to leave.

I don't understand why I am being targeted
I even received discrimination by some comments made by the in-store experience manager.

I was shocked
It's what was said about my hidden disability.

Don't shop at John Lewis Leeds
Disrespect
Humiliation

I experienced the worst customer service ever! Bad attitude, totally ignored the problem lack of response with the information I asked for. Absolutely apalling!

Bought a television at Cheltenham John Lewis last Saturday. Promised delivery today, Thursday. At 5.30p.m. Was rung by the van driver to say he had broken down. Nightmare after that.
The first two operatives we spoke to couldn`t speak english. Eventually found an English lady, who tried her best to help Was told the next delivery date was at the end of November. Told they had no Samsung televisions left at Cheltenham. They couldn`t even return the television to Cheltenham for us to collect tomorrow. The worst service I have ever received. Was always a good customer of John Lewis, but certainly will not buy from them in the future.

The most appalling customer service I have ever received. It's not even close. John Lewis delivered & installed a washing machine that flooded and damaged my property & the property below. John Lewis have failed to take any responsibility. MONTHS later I still have a non-working washing machine, water-logged floor, and no compensation or action from JL.

UPDATE: All "enquiries" have been carried out and John Lewis has still not taken responsibility. They are the sorriest excuse for a company. Pathetic and dishonest. I will never use their services again, and will be taking my complaint to an external body.

I contacted customer service and spoke to Shaz?
I had a problem with some expired gift cards. I gave my reasons for not using the cards within the 2 years
Shaz was very helpful and listened to what I had to say and then had to get authorisation from her Manager who agreed to issue replacement cards.
Shaz apologised that replacement would not be sent until 30th December which I was more than happy with. In fact I received replacement card within 3 hours.
Exceptional service.
Well done John Lewis and particularly Shaz

Brought a washing machine from John Lewis only lasted a month and broke John Lewis refused to do anything about it as it went a couple days over the 30 days unhelpful and unprofessional service from them will not use John Lewis again be careful not a good company to use go elsewhere.

I feel somewhat compelled to write this review in spite of the fact I used to work for John Lewis over 23 years ago when Customer Service mattered.

I placed an order for a Sony 48 inch OLED TV on Wednesday 6th December and promptly selected Monday 11th December for delivery.

On Thursday I received a call saying John Lewis could not deliver my TV due because the postcode was new due to my home being on a recently built estate.
I was informed I would receive a call in 24-48 hours. No call was received.

On Saturday when I came to track the order, bearing in mind my new postcode was officially registered with the Post Office a few weeks ago, and although John Lewis were aware, their was no scheduled delivery booked to my dismay.

I rang the customer service department who were also clueless as to what had happened. I explained the details and the agent told me he would look into it straight away and come back to me within the hour.
Unfortunately once again I received no callback and was just effectively left in the dark.

I would like to point out quite apart from the appalling customer service, customers have a wide choice of retail companies who will be only too pleased to take an order, particularly one of this cost.

It's such a shame that John Lewis have descended down a spiral of poor customer service, poor communication and in desperation I placed my order with Amazon requesting a refund from John Lewis.
I'm very disappointed with the quality of customer service as back in my day this would never have happened and all the stops would have been pulled out to ensure the customer was happy.

If John Lewis continue to operate a business model like this for their online sales, and treat their customers in the same way as in my example, I very much feel we will be saying goodbye to yet another retail giant which was once held in such high regard.
Kind regards,
Kevin

Picture this, 8 weeks ago we ordered a £2300 sofa. Roll the clock forward to today which is meant to be the delivery day (which was booked two weeks ago). This morning we wake up to an text stating there is a problem with our order and the delivery team will be in touch soon. We hear nothing…. We then phone and get through to an oversees member of staff who is very unhelpful and says someone will call us back within 24 hours…. Still no idea what has happened to our sofa…. We then google John Lewis phone numbers and then get through to a very helpful lady called Teresa who works within their suppliers team. She managed to get the sofa booked in for us four days later. My questions are; why do John Lewis believe it is acceptable to hold onto their customers money and delay delivery? Why do they then believe it is acceptable to not contact you about delayed delivery?
We are currently without a sofa until John Lewis kindly decide we deserve delivery.
I can firmly guarantee that I will NEVER be buying anything from the John Lewis Partnership for the rest of my life.
I feel like John Lewis have stolen from us.

I am not sure what has happened to such a famous brand. The customer service is awful and have made my order the most stressful and time consuming process. I cannot believe that John Lewis have an inadequate and poor customer service which has left me almost in tears with the worst customer experience ever. I will no longer purchase from John Lewis now. For a company who offer a fabulous range of products and then outsource their customer service centers to companies who are not trained and cannot converse to assist. The worst experience for me.

Failed delivery 5 times. Table was damaged twice and filled with saw dust and glue. Bought a sofa which came in the wrong colour. Then they failed collection after confirming in the morning. It's not worth buying from here. Customer service are poor too

Second terrible experience when purchasing from John Lewis online.
Bought a mattress from them, arrived via their DPD delivery service.
Mattress was filthy and broken.
Spoke with John Lewis customer services who arranged exchange the next day before 10.30 - mattress did not arrive. Then got text messages from DPD saying that the new delivery date had been changed.
John Lewis customer service unable to help as have to wait for a different department to call back.
Do not buy anything online from John Lewis.

I have shopped with this store for 60 years, from when we bought dress fabric as youngsters, to helping to furnish our home. Excellent an trustworthy quality. Wonderful help with our new kitchen. But something has happened in the past few years. On the whole the staff are pleasant and cheerful; but on rare occasions you get the odd one out - the one who will contradict you, who will be downright unhelpful. And it does not help that if you want assistance, it is often difficult to find anyone. John Lewis needs to polish up its staff training, put more staff o the floor, maybe have a help and advice desk. Today, due to a) a rude unhelpful assistant in the lingerie department and b) insufficient staff to advise on slow cookers, I finally walked out in disgust. Around £225 of custom went elsewhere.

I purchased a phone from John Lewis online and it went faulty. John Lewis utterly refused to give me an address to return it for repair. The service is honestly the worst ever I have experienced, the two-year guarantee they offer is pointless. I spoke to their manager "Shaun" who said they have a right not to accept goods back. Avoid John Lewis for anything technical. When I asked for a returns number they refused. Avoid this Company.

Our bed arrived July 2021 and broke April 2023 when my partner sat on the edge, a leg gave way. You can see from the image that the frame itself has split and John Lewis are refusing to do anything at all. You don't expect to buy a new bed frame every two years or less!

Disgusting company. Damaged our first £1300 fridge freezer, caused massive inconvenience and cost and then damaged our property delivering second one. Waited ages for investigation only to be told we were lying and to try our insurance. Emailed them over 2 weeks ago and not even a reply. Disgusting behaviour to a loyal customer of years. Must not have any profits left after all the glossy adverts. Shame on you John Lewis

I have to say this after so long buying from the Johnlewis brilliant customer service never had issues but today I have to deal with the stubborn no kindness to solve my issue to Swap one my Cloth Linear Too big that's fine but the way she answered is no kind at all.I know they got policy but the way she answered that makes me so sad and disappointed I think her name something Hinde she said can't hear clearly.I have to write this review for the public to know how good this Johnlewis customer used to be but not anymore like this new unprofessional way of treating customer like this please be aware.

Thanks
S E

My wife bought an Apple Watch. It kept going wrong. I was asked to send the watch back so it could be repaired/replaced. The case of the watch was pristine. I got a response that the case was shattered - definitely not my actions! They now refuse to stand by their legal obligations because I have zero proof the case was undamaged. Told that it would be £320 to repair as it was my fault. So now I have a trashed watch and will need to spend £400 for a new one! Furious. I'll never use them again.

I order tv and I paid extra money for the next day delivery, and they called me before 1 hour of my estimate time to deliver it, they said ur order didn't arrive if u want next Tuesday, the funny things I have to wait 5 more days