Johnlewispartnership Reviews 

Regarding my purchase of a Hendricks high back chair. I had numerous wrong delivery dates sent and on one of these dates I waited in all day. I spoke to several customer service people- all in South Africa, who were polite but unable to help and gave wrong information. To add to the problem they sent emails to my husband’s address, which caused concern- data protection?? A complaint was raised at the time with written promise to get back to me- never heard a thing! The eventual delivery was carried out by 2 excellent JL men. Very disappointed with John Lewis after years of singing their praises.
This review written on my husbands phone because I was unable to access the John Lewis site

Absolutely appalling service and customer relations. I ordered a fridge freezer on line and paid for installation service. Two John Lewis men turned up to install and one lifting the item on his own, rather than wait for the other to park the lorry, caused damage to the outside surface of my kitchen cupboards and the inside shelf whilst he was lifting it into place.
What was worse is the minimal amount offered as compensation for damage. Furthermore my experience of the John Lewis senior team who were allocated to sort out the matter, were unhelpful, and I received poor customer relations from them, they also managed to mess up the entire collection system and dairy commitment for the item to be collected. After this experience and despair of how I have been treated a a so called valued customer of John Lewis I will never shop with them again!

Completely inept customer service. Had failed delivery for a few days which , after me being on hold for 1 hour, they promised to fix immediately. £ days later, still no delivery. I shopped with them for last 10 years but no more.

Once superb after sales service, is now absolutely abysmal.
My tumble dryer required mechanical repair 4 times in less than a year. Its impossible to discuss with anyone apart from a patronising ai bot. Unwiiling to replace a clearly faulty product.
I will not be trusting or purchasing from John Lewis again.

If I could have put 0 I would have….
Purchased a Bluetooth Speaker on line, John Lewis never gave it to the carrier. Spoke to customer service which is absolutely awful, they said they would cancel the first speaker and send a replacement, not to worry. Obviously ..do worry as the customer team seem to have no concept of how do things properly…they must be losing John Lewis so much money.
So after both parcels arrived (yes both) late….i phoned customer services again, I collected one but not the other, don’t worry they said we’ll contact the carrier and ask them to return it to us….again did they, no. The post office then insisted over a week later we pick up the parcel when we picked up another parcel. Yes you’ve guessed it, I spoke to customer no services again….another 40 minutes plus 20 mins of my time with no resolution. I asked 4 times to lodge a complaint, at no time did they. They said they had booked a return collection with RM, and read out my email which wasn’t mine…..told them mine…customer services said it wasn’t, I hadn’t placed the order on that email, said that the collection would be between 10 and 10.32 next day and then we got cut off.
Yep you guessed it again …phoned back, we cant book a return collection slot, you’ll need to wait in all day! I asked to make a complaint and get a resolution……not possible either……5 phone calls 4 of 40-45 minutes and 1 of 25 min….told different things, still no complaint registered…..what an earth are John Lewis doing outsourcing their customer services…..it’s the most awful lack of service I have ever encountered…..it’s so sad that this premium store has chosen this route, it will only diminish your customers further….I will never order from John Lewis again!

When did John Lewis customer service become so bad????
Several phone calls to place order to buy an oven. Made to hold for minutes at a time, then told will need to call me back- they did not call back! Called them my selves, unable to take payment as dept now closed. Called back payment team say payment not going through, call back again told item out of stock and they would not have been able to deliver to me anyway. Bought oven else where, JL call back now wanting to arrange delivery- cancelled order thinking that was the end of that. Card statement shows payment was taken, call back to get refund call handlers don’t understand what has happened, again holding for several minutes at time and asking for order number which I don’t have as it was never ordered!!! The frustration level is crazy!!!!! Gave up and now planning on using section 75 to get my money back from the credit card team…..JL customer service you are morons- do better!

Such a shame to see Jl customer service in a shambles. Choice is either a chat bot and a wait of at least 20 mins for someone to answer, or call customer service which is outsourced to another county, difficult to understand the operatives. I managed to arrange refunds on faulty items only to not receive an email allowing me to return my items and had to call back again. I have spent at least an hour and 3 separate calls to arrange something so simple - which is just not good enough. Do better JL….it has put me off using the company and will go elsewhere from now.

Terrible customer service. Patronising responses and going round in circles. Ask to speak with a Manager to get a resolution and just told they're in a meeting.
When someone in-store messed up my order and them saying we have to return everything if one item is incorrect. The worst customer service I have ever experienced!

Useless customer service on the phone. You can’t call an individual store to check that the item it says is in stock is still in stock. So what’s the point in the website having a “check instore stock” option? Astonishingly unhelpful and probably an overseas customer disservice line.

What on earth has happened to JL. Always dependable, great customer service and quality products… but no more. I will no longer use JL as my one stop shop…are they going into administration?? Ordered a wine fridge, supposed to arrive in 10 days, took 3 weeks. Waited in but failed delivery. Terrible phone calls with customer service, difficult to understand, nearly 2 hours on hold and patronising responses. Finally when fridge arrived (and it wasn’t cheap) it was faulty. Most likely due to sitting on Arrow XL van driving round the country, failing to be delivered. Waiting now for JL to pick it up. What a waste of time and effort. JL has lost a very valued customer…never buy again.

I have a complaint to make about the way I was treated by two members of staff, particularly one, at the Bristol store yesterday. There is far too much to say here, I need a legit email address but there isn’t one. The only option is to use their ‘chat’ or a box to fill in but you can only use 3000 letters which is useless. I was made to feel very small and embarrassed and want to take this matter further. I also don’t want to talk to someone on the phone because as I’ve said previously I have a lot to say.
I would very much appreciate an email address that I can explain everything that happened, and there’s a lot.

My friend and I visited your store in Cambridge last week and I felt compelled to give some feedback.
The assistant on the Tom Ford counter couldn't have been any more helpful.
She was knowledgeable, professional, friendly, patient, and courteous.
We were able to spend time interacting with potential purchases, and seeking advice.
She made the whole experience really pleasurable and it lead to us buying a number of products.
Staff like her help folk like us remember why it's essential to visit a store rather than simply buying online.
I hope you're able to feedback just how pleased we were...

The store failed to apply a discount at the till as they said it didn’t apply, however the offer was clear on line

Initially the phone wasn’t helpful and the cut us off

The WhatsApp service could see the problem but didn’t want to resolve it. Nice words, no action. Didn’t escalate the complaint either

Very disappointed

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.