Peter Jones is now my preferred central London store. Access to floors is a trial though as their escalators are all too often out of order. Apparently they spent £10 million + on upgrading the st... See more
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1) Arrived on time, installed it. But I was informed that this latest Sony Bravia 9 65in TV did not have an optical plug to connect to my Bose soundbar. I was told to get a HDMI Lead. Sceptica... See more
John Lewis are consistently reliable as a retailer for quality, style and customer service. They continue to be my go to, first choice when I’m shopping for clothes, home ware and gifts. It’s great th... See more
We had an EXCEPTIONAL experience at the Welwyn Garden City store when we were looking for a suit for our 16 year old son. A young woman in glasses assisted us and was absolutely incredible. She was ab... See more
Company details
About John Lewis
Written by the company
Welcome to the official Trustpilot profile for John Lewis.
Thank you for sharing your reviews with us. We carefully read your feedback and aim to respond to all negative reviews to assist with your issues within 48 hours.
Shop new season trends in homeware, furniture and fashion at John Lewis.
Discover the latest beauty products and browse must-have electricals, including iPads and TVs on the website. Find gifts and much more in-store.
Find a store near you using the Store Locator
Check out our Special offers
Contact our Customer Services
OUR SERVICES AND EXPERIENCES
MEN'S FASHION
WOMEN'S CLOTHING
HOME & GARDEN
Written by the company
Contact info
1 Drummond Gate, SW1V 2QQ, London, United Kingdom
- 03456 049 049
- www.johnlewis.com
4.0
Great
104K reviews
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At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
The fridge freezer was scratched and…
The fridge freezer was scratched and rather than the driver return it I accepted and signed for a discount. This has not shown on my JL credit card to date.
Also I had specifically asked by phone when ordering that my old American Fridge Freezer be recycled - this did not happen and I had to arrange for it to be removed privately. Altogether not the experience I am used to for JL.
July 21, 2026
Reply from John Lewis
Hi there, thanks for taking the time to share your review, although I was very sorry to learn of your disappointing experience. This is not the standard of service we aim to provide, please accept our apologies.
I understand our Delivery Services Team have been in contact via email with you earlier today and, for further assistance, please don't hesitate to reply directly to the email that the team have sent. Thank you for your continued patience. ^Angela
Found what I wanted if not always…
Found what I wanted if not always obvious where to find things.
July 21, 2026
Good quality
Good quality
Fair prices
Pleasant staff
More difficult to find staff to help on shop floor which can be off putting
July 21, 2026
Much improved service
Online shopping at John Lewis has improved so much. So too has their delivery service. A much more efficient service.
Brilliant sale bargains this year.
July 21, 2026
Got what I wanted but it took time to…
Got what I wanted but it took time to find an advisor. She was great when I found her!
July 21, 2026
Good love John lewis
July 21, 2026
Efficient and on time
July 21, 2026
Bought a dress in the sale
Bought a dress in the sale. It never arrived and when I checked I realised it had been refunded. No notification of this and if I had been notified I would have had time to buy something else.
July 21, 2026
Reply from John Lewis
Hi there, thanks for taking the time to share your feedback with us.
I am so sorry to hear that your sale dress never arrived and that it was refunded without any notification. I completely understand how frustrating this must have been, especially as it left you without the opportunity to choose an alternative item.
Normally, when an order is cancelled and refunded, it is due to unforeseen stock issues or damage occurring during transit. A confirmation email should always be sent automatically to inform you of this, and I am very sorry that you did not receive one on this occasion.
I appreciate you bringing this to our attention, so we can work to prevent this from happening again. I do hope your next experience with us is a much better one. ^Neil
Where was everyone?
Needing a new TV, we duly visited John Lewis, Branksome. Upon entering the department, a few people were huddled together, and it seems someone had ‘shuffled’ all the TV remotes! Suddenly, everyone disappeared. We waited more than 10 minutes for someone to return and provide help/advice. Eventually grabbed a passing security person, who apologized and said he’d put out a request. We waited at least another 5 minutes before someone arrived and we could make a purchase.
It’s unbelievable that there was not a single sales person on the floor for more than 15 minutes - no way to run a business!
Strangely, we had had a similar experience 5 years earlier when buying our previous TV. Clearly things haven’t improved in the meantime!
If visiting, be prepared for a wait (perhaps pack a flask and some sandwiches!)
July 21, 2026
Reply from John Lewis
Hi Christopher, thank you for taking the time to share your feedback following your recent visit to our Poole branch.
I am so sorry to hear about your experience in our technology department and for the delay you faced while waiting for assistance. We pride ourselves on offering helpful, attentive service, so it is deeply disappointing to learn that there were no advisers available to help you for over 15 minutes and that you had to seek out a security guard to get support.
Please accept my sincere apologies for the frustration this caused. I have passed your comments directly to the store management team at Poole, so this can be addressed and used as a learning opportunity to ensure proper coverage on the shop floor moving forward.
Thank you again for bringing this to our attention, and we hope to offer you a much smoother experience on your next visit. ^Neil
Effortless
Effortless, from ordering on line to the collection. Very fast delivery to my local Waitrose store. Friendly helpful staff at collection point.
July 21, 2026
Bought an acacia wood garden furniture…
Bought an acacia wood garden furniture set a few weeks ago. The chairs were far too small, and more suitable for a child than an adult. Had to pay nearly £30 to have it collected from my hoem address as John Lewis woudn't accept a return to store. The items were not signifiacntly larger tha other items ourachsed from store, so cant understand why iot couldnt be returned to store. There was no mention in the description that the cahris were very samll, and all reviews were positive. Maybe I should have checked the chair dimensions prior to purchase, but honestly dint expect such small chairs. Woudlnt have minded so much if it hadn't cost me £30 for the collection. Extremely disappointed.
July 21, 2026
Reply from John Lewis
Hi there, for taking the time to share your feedback with us.
I am so sorry to hear that the garden furniture set was smaller than expected and felt unsuitable for your needs. I can completely understand your disappointment, especially regarding the £30 collection fee.
To help explain, our terms and conditions state that a £30 unwanted return fee is applied for large items when there is no fault with the product itself and a home collection is required. Because of their size being classed as a large item, these also cannot be accepted for return directly within our shops.
We really appreciate your comments regarding the item descriptions and sizing, as feedback like this helps us look at where we can improve our product details for future customers. ^Neil
Disappointing
Disappointing, after reading there were 5 items left of one of my choices and ordering, I was told they were out of stock and I could not be guaranteed they would be back in stock in time.
The other item was available, the two items together were subject to free delivery (which was why I chose another item in the first place) so I was not very impressed to be charged delivery on a £7 item!
July 21, 2026
Reply from John Lewis
Hi Emma, thanks for taking the time to share your feedback.
I'm really sorry to hear about your experience with the stock availability and that you were charged a delivery fee on your remaining item. I completely understand how disappointing and frustrating this must have been, especially when you had ordered enough to qualify for free delivery originally.
When an item is dispatched from a local branch via express delivery, a delivery charge can be applied. I am so sorry for the inconvenience and frustration this has caused you.
Thank you again for bringing this to our attention, as your feedback helps us recognise where we can improve our service. I hope your next experience with us is a much more positive one. ^Neil
Coffee machine advertised on line…
Coffee machine advertised on line available in store. Offer was extremely good!
July 21, 2026
Order was handle quickly and…
Order was handle quickly and efficiently from start to delivery thank you
July 21, 2026
Curtains ordered 3 weeks ago yet to arrive
I’m still waiting for curtains I ordered 3rd July which were immediately paid for and confirmed for delivery within 10 days. (It’s now 25th July.) I’m surprised you have asked me to review my experience! I have contacted customer services 3 times. The first partner fobbed me off with lies. The 2nd and 3rd partners were helpful and actually looked into the issue. The 3rd one has delved even further and I have some hope that I will eventually get my curtains (which are currently not available online). The curtains are to match ones purchased in June. The curtains already received are perfect. I’m keeping my fingers crossed that I’ll receive my order.
July 3, 2026
Reply from John Lewis
Hi Layla, thanks for taking the time to share your review. I am sorry to hear you are still waiting to receive your curtains. To enable us to help, please could you email a copy of your review to tell.us.more@johnlewis.co.uk Please also share a note of your full name, order number and confirmation of your billing address with postcode in your email, and we will be happy to check this further for you. Thanks in advance. ^Angela
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