CASE-31026217. Still expecting a solution since 5th July. Someone responded once with a silly solution and I replied it back but since then my email was ignored. The item I purchased is not cheap, plus I purchased 3 of them and all faulty after use. £450 went into the bin for me. I wasn’t expecting this ignorance from a such a big company.on top of that I can not see these faulty items in my orders in the account so I can not open a new case, for some reason they deleted that item from my purchased orders. Shame

Three open cases, an outstanding email that I'm yet to receive a formal response to and two (now three Trustpilot) reviews and JL thinks it's appropriate to send me an email asking "how did we do?" The truth is, John Lewis, you have missed the mark at every interaction. The people replying to these reviews are using generic responses and not fully listening to the concerns of your customers. Your customer service team in general is lack lustre - taking days, if not weeks, to reply to complaints and when they do they simply do not care. Your customers are losing all confidence in the John Lewis brand and you don't appear to be doing anything about it. So, if you'd really like to know, how you did... It's been six weeks and I'm still waiting for my concerns to be acknowledged. Is that really good enough?

CASE-31385133
Now one week and still not heard a thing from JL despite saying I would be contacted within 24 hours. I have tried ringing but given up on that, contacted through your online customer services and raised a complaint. If I don't hear today I'm going to raise a transaction dispute through PayPal to get my £500 back.
You are completely incompetent or just do not care about customer service anymore!

I've recently had two cases open with John Lewis, both of which have been my most frustrating shopping experiences with them. I don't know what they have changed, but it isn't working.

Technical Support does try to call, but it's during the workday, and we can't all answer our phones while at work. So, emails after work have been my only option. They take days to reply and just say the same thing. I managed to get through on the phone – once – and did everything required of me to receive a refund. But alas, the same repetitive emails keep coming, and I still haven't received a refund. One member of the customer services team even accused me of something having been delivered when on their own tracking page it showed it hadn't even left the depot.

They have made it impossibly hard to make contact, and won't give out details to escalate an issue. I've been shopping with them for over twenty years because they were always the best for customer support and service, but I will certainly think twice before I buy anything of value from them again. There are better businesses to buy from these days.

I had a problem with a delivery item missing. Got in touch on Sunday, item delivered today. Quick resolve. That's why I have used John Lewis. Never had a problem before. Thank you.

Complaint reference 31342374 - I was asked to tell you more which i did to the email address provided by Chris - I did this on 02/09/2026 - recieved a email giving me reference number 31342374 and to date have heard nothing back - can I have a response please? The complaint & issue is below.

Good evening,

Further to my Review on Trust Pilot and the response from Chris in this email under my review, I am not sure what more I can tell you. My sister and I were out shopping on Saturday, we were both looking for some evening wear for an up coming party and we both decided to look in John Lewis. I have been a customer as well as my sister for years. The John Lewis brand and customer service is usually of a high standard - but on this occasion fell so short that I am still reeling in shock from it all. We did not see any evening wear to suit us so we went over into the bra section. There was a sign up saying expert fitting and my sister said she needed bras & so do i so as we were already in the shop we decided to get fitted with a view to purchase.

We approached the till - there was two ladies behind the till in conversation - we waited - the lady nearest to the till - carried on talking - we waited - still talking. I spoke and said "excuse me please can we check if there is anyone doing bra measurements?" The lady nearest the till said "no there is no one" I asked when someone might be available - her response was "not until 5pm". We were in the store I think approximately from the 12:00 to 1pm mark - this is just an approximation - could have been a bit later. Why is the sign up if there are no fitters.

The lady near the till - I can't see that she even looked up and acknowledged us - the other lady at least did smile - but did not say anything as her colleague had already set the scene. At least have some respect for your customers who are in effect paying her wages. I hate to call the race card but I am thinking this was race related as we are non white, she did not wish to measure or serve us.

I love buying from John Lewis as I said I purchased my Bosch Series 6 washing machine last July, John Lewis is a name you can trust. I also recently purchased a 70/30 fridge and 2 microwaves in December. I purchased these goods on-line, but to be honest I am honestly not sure if I will be coming back. I was contemplating a new TV but this experience has really put me of.

I hope this lady can be identified and spoken to so she can improve going forward. I work in the NHS, I would never treat our patients like that - how would she feel if she were in our shoes and get treated like that?

Assistant was very informative and helpful. She sent me information on both items I was considering. I did order a washer dryer after checking that it was able to fit in my kitchen and it had suitable programmes. The same store assistant also set up interest free credit for me. Delivery, installation and removal of my old machine for recycling was quick and efficient. The only reason I only awarded 4 stars and not 5 stars was because the machine was listed as colour 'graphite' a pale grey colour. The machine I received was, however 'cast iron grey' which is very dark grey. Apart from this everything was great.

We recently made a large online order following an All Things Baby appointment in the Chelmsford store. It has genuinely been one of the worst online shopping experiences I’ve ever had, which has turned what should have been an incredibly joyful moment in our first pregnancy (buying all the furniture, equipment and clothing for our first baby) into something which has been a source of immense stress and upset.

From deliveries not happening as scheduled over a three day period which we waited in for on all three days, to items being lost in transit to items being delivered having been dropped/ crushed or broken by the courier (including some of the big ticket items like our pram, car seat, bottle steriliser etc); from spending at least half an hour daily trying to get through on their customer service phone line and still not getting a clear or accurate answer on when things would be delivered to receiving email responses over a week after initial emails were sent, often missing details and always from someone different who doesn’t fully understand the situation and what’s been happening; from my partner having to miss a midwife appointment to wait for a delivery that never came, to me ending up in tears due to the terrible condition in which some of our purchases were delivered, it’s a far cry from what I’d expect from John Lewis.

While I understand issues can occur, at no point during this experience, other than at the actual appointment when we loaded up a wish list worth several thousands of pounds, have I felt that John Lewis cared at all about “delighting” their customer - which the recorded message on their phone line repeats every time you ring them.

I would strongly encourage others looking for a positive and joyful shopping experience to buy for an important life milestone to try somewhere else. Even Amazon offer better service than this.

WE booked a in-store baby advice session for mothers to be in Nursery Services. We had to wait more than a month for the right appointment. In the event when we went to the store less than half the products were on display so the assistant went online to show us pictures, then offered to order on line. We could have done that from home, and we could have ordered from other places, and they would have been delivered weeks before JL appointment. Also, JL offered delivery in ten days! Far too long. We made the appointment partly because we wanted to see the expensive items for the new baby, like a crib, baby carrier etc, but of course the popular ones were not in stock. The store seemed to carry few clothes, hats etc in 0 -3 months, the size new mothers are looking for. Probably sold out but why not stock take better. Finally, JL offers a 10% discount if you purchase £1000 or more. We did purchase more than £1000 but because the chest of drawers we wanted was in the adult department, the discount wasnt applicable. Without it the spend was about £900. The chest of drawers was for the babies room in a pretty blue and bought from John Lewis. How stupidly inflexible the policy is. At the end of the day we felt the customer service was shocking (not the lady who served us who was nice but embarassed) but the whole experience felt like a sales trap that we had walked into. It used to be such a good service. I went myself for my first child, and took my eldest daughter. Now my experience with my youngest daughter leads me to say 'do not use this service, its a con'.

Bought perfume for my wife and was due latest 2-5day delivery was supposed to be 11th September that would have been the 5th day of order, ended up with the delivery on the 14th September hence I will not buy from John Lewis again as delivery for us took too long

I ordered a new washing machine, and asked for them to remove the old machine. When they removed the old machine they hadn't drained it properly so some water/soap stains were left on my sisal carpeting. The installers apologised and noted on the delivery report that they had stained the sisal. When I rang John Lewis to follow up, their position was that it was my fault.

My husband and I are expecting our first baby and decided to go to John Lewis in Reading to explore their pram and other 'baby' related options. The staff were very friendly and helpful but Simon in particular was truly outstanding. No questions were left unanswered and he was informative, helpful and guided us through all of the available options. As two novice parents-to-be, we were extremely grateful for Simon's positive and helpful approach. He is a true asset to John Lewis, Reading and we look forward to our future appointments!

Ordered two items for delivery 29th August 2026. One item rattan wardrobe would not fit up my stairs so it was returned with the delivery driver. Follow up included an email from JL stating refund processed 2nd September . Several hours on the phone repeatedly explaining to a host of different people in customer services later asking where my money was I got absolutely nowhere. My 999.99 pounds had not been processed at all. Today (14th September) I spent nearly two hours on the phone trying to discover where my money had gone.It turns out John Lewis had not returned my money and had made a mistake giving me incorrect info.Its a training issue apparently. My thousand pounds John lewis kept is a training issue!!!! UNBELIEVABLE. FINALLY FINALLY... got through to payment department who say a refund has now been issued at last.This has been aghastly experience from a company I have successfully spent over three thousand pounds with in the last two months. This is really not good enough on any level.For that reason I would not recommend this service to anyone looking to buy.Any problems you will spend hours retelling your story and getting nowhere. Why bother?

Using the help desk for a fault on electrical equipment, the call was initially answered by glitchy AI which failed to correctly take my details, despite clearly enunciated words.
Then had to repeat all details when put through to a human operator.

I ordered trainers that got lost in transit between John Lewis and Evri, with no update from either party as to what was happening. I contacted John Lewis call centre to investigate further and was appalled at the rude individual that I spoke to, who was less than helpful and ended the call mid discussion. I then took the time to make a complaint about the loss of trainers AND the very poor service received. When you are waiting to speak to someone at the call centre, multiple messages tell you how John Lewis pride themselves on their service.
The response to the complaint I received did not even mention the service I received from the rude individual, which primarily was the cause for my complaint. So John Lewis may think they pride themselves on service but their staff have other ideas. They can't even deal with a complaint correctly!
As most things are over priced in John Lewis, I would recommend using your hard earned cash elsewhere. Disappointing!

We paid over £2k for a sofa. Months later half of the wrong one has been delivered (obviously this is useless) and the correct one is nowhere to be seen. Attempts by email and X to get their customer service to act have so far come to naught. A once great reputation is rightly in tatters. Will NEVER buy anything from them again. EVER.

What has happened to John Lewis?

For years, John Lewis has been a brand associated with quality, care and genuinely good customer service — one of those great British institutions you felt you could trust, particularly when spending a significant amount of money.

Sadly, my recent experience has completely changed my view.

I spent just under £1,000 online on an iPad for my daughter’s birthday. After placing the order, I heard virtually nothing for three days. When I tried to find out what was happening, getting hold of John Lewis was almost impossible.

Live chat was unavailable. Emails went unanswered despite a promise to respond within 24 hours. The telephone support was even worse. Over the course of one day I called eight times and spent close to two hours on the phone, mostly listening to it ring. I eventually gave up.

With my daughter’s birthday the following day, I had no choice but to drive into the Solihull store and try to speak to somebody face-to-face.

Credit where it is due: the two ladies who helped me in store were excellent. They were kind, patient and genuinely tried to help. If anything, they seemed embarrassed by what John Lewis customer support has become.

Unfortunately, even they could not establish where my parcel was or when it would actually arrive.

So, despite already having nearly £1,000 tied up with John Lewis, I then had to go to the Apple Store and spend another £1,000 — around £90 more than the John Lewis price — simply to make sure my daughter actually had her present for her birthday.

I still do not have the iPad from John Lewis. I still do not know where it is or when it will arrive. And when it eventually does turn up, I will then have to waste more of my time travelling back into town to return it just to get my own money back.

I have genuinely never experienced service like this from John Lewis before.

Perhaps they are still fine for smaller purchases, cards or wrapping paper, but I would never again trust them with a major purchase where the delivery actually matters.

The saddest part is that John Lewis used to differentiate itself through service. You paid with confidence because you believed that if something went wrong, somebody would take ownership and sort it out.

That confidence has gone.

John Lewis hasn’t just let its customer service standards slip. It feels like it has stopped caring.

Ordered a few items online- one arrived damaged the other was okay. Did contact customer service they did send a replacement out.

If I could give no stars I would. I am a customer of a substantial period and clearly the service has deteriorated to the extent that I can no longer class it as an exemplar. Three times I have attempted to purchase a pair of Levi jeans on their website which is showing as an available and three times I have received the wrong item. If 32/24 shows as available, please explain why am I sent three pairs which are 24/32?! They are a child's jeans. Is it beyond the wit of man to comprehend getting the item right? Clearly it is as three times they have got this wrong. I am beyond despair. It is irritation of the highest order. Deplorable and symptomatic of where John Lewis is at today: diversifying into other sectors and yet unable to get the basics right. It is incomprehensible and outright infuriating.
Update.
No John Lewis I did but not order 24/32. If you bothered to look at your website it shows 32/24 as being available. It was that size I sought. But your ordering system is defaulting to the size I do not want. It is a matter of logic; if I knowingly ordered the correct size why would I be complaining? Ounce of sense John Lewis staff do not have or clearly actually doing work is beyond the capabilities of staff. Please do not trouble yourself as I've obtained the garment direct from Levi's. Pure incompetence of the highest order and to "gaslight" as it is said, is beyond comprehension. Complete waste of my time as I will now have to attend a store to return the unwanted jeans. What a fiasco!

horrible online customer service on the phone, kept me waiting on the phone for more than an hour and always is putting me on hold, the problem hasn't resolved, and i kept on waiting for far too long.