John Lewis Money Reviews 17,461

Was quick and easy to order the travel currency. Only issue I experienced was having to arrange a click and collect instead of a home delivery to ensure I could get smaller notes.
Last few times I ordered a home delivery most of my currency came in $50 or €50 notes - not always convenient for tips and small purchases.
It would be a great idea if you had the opportunity to select the notes you wish when ordering.

Easy and smooth transaction

The ordering process was very straightforward but the collection process was a fiasco. I received a confirmation email that stated that I would receive notification that my currency was ready for collection on the day arranged. On the day, I received no notification, so as I did not want a wasted journey I decided to collect the following day. When I went to the store the next day staff told me that there was no sign of my currency. After a long wait, during which phone calls were made to absent members of staff who might had taken delivery the previous day, it was established that the cash had been delivered but had not been put in the correct place for collection. After a long and tense search, the member of staff who was helping me eventually found the envelope, hidden underneath a printer! I have nothing but praise for the staff member whose perseverance eventually located the missing currency, but both she and I found the whole experience very stressful. I think that the other staff might need further training on the correct process for dealing with incoming foreign currency. Incidentally, an hour after I picked up the currency I received the email telling me that it was now ready for collection!

Very helpful & friendly member of staff.
She’d been on holiday with the same company I’m travelling with & was very positive about her experience.

Lots and lots of emails of a card I’m yet to receive. Please send my card please

Great Service from the member of staff. Friendly, professional and infotmative

Excellent service, exactly what you would expect from John Lewis
a brand that separates them from the rest

Staff was very helpful, was wanting to use the £5 off reward, I set it running when outside the store as was worried that phone reception in the store might be an issue, we had to use the lift as the escalator was out of order, when we got to the 4th floor reception had been lost and couldn’t get the offer back up, even tried to connect to the store WiFi still no luck, however the member of staff was very helpful and could see that we had the offer and having not purchased from John Lewis previously she could see that we hadn’t used up this reward so honoured it, thankfully. When outside the store the countdown started again! Rate wasn’t the best but made it comparable when getting the £5 off.

I opened a John Lewis Money account to make international payments. So far so good until a regular card payment failed. Should have been a normal situation but according to my bank, JLM created a pending payment that locked said funds in my account. Not a problem if we’re talking about £20 but a big issue if it’s £1000 and upwards. To make matters worse I then had to made at least 7 calls to JLM & Lloyds to resolve the situation. JLM eventually (36 hours) sent me an authorisation code to cancel the pending payment and as I write am waiting for Lloyds to cancel the instruction. Not a great situation since my daughter is still awaiting funds in Italy. I have opened a complaint with JLM who seem to be erroneously suggesting the problem lies with my bank. Hours wasted and a very ponderous service from JLM and a failure to take responsibility as the FCA demands.

Thank you for responding quickly Karen, I have already had a reply from JLM’s 3rd party provider (XE) dismissing my complaint/concerns out of hand and failing to address any of the issues I raised. The pending payment remains on my account more than 2 days after it was erroneously created by JLM but they don’t seem to care about that. Pretty much in line with the service I have received so far. Regards, Mike

Final post of this thread. Lloyds Bank have this morning told me they cannot use the authorisation code provided by JLM to cancel my pending payment of over £1000 and that JLM should cancel the transaction at their end of the system. The agent told me if JLM won’t/can’t do this I just have to wait and hope the pending payment drops off my account after 7 days. So the bottom line is the service is fine until something goes wrong and then you’re on your own. Use the traditional banking system instead and save yourself time and money!

I always use John Lewis for foreign currency as it arrives the next day at my local Waitrose if I order before 2pm. Good exchange rates too. Only reason I’ve given 4 stars is their website said they hold packs of £250 worth of euros that you can buy immediately but after going to buy them I was told that their system hasn’t worked for 6 months and that I’d have to order them. Internet is extremely poor in the store so I had to rush to sit in my car (it was approaching 2pm) to order my currency. It did go through and arrived next day so all good.

It was a very easy process, order online collection was ready next say.

It was very easy to order how much currency I needed, and it was available to pick up a couple of days later. I could’ve had it delivered for free but you need to sign for it so I decided to collect instead which was quick and easy and a lovey lady served me in store

Very friendly, Served by Ian who was interested in my upcoming holiday. Good mixture of notes given.

I ordered one evening, and was able to pick the money up at my local John Lewis 2 days later. I just had to provide photo id and the credit card I had used to purchase.

Was treated very professionally by the counter assistant

Every time I have used the card , there has been no problems.

Very good.

Easy to order and pick up and was able to get lower domination notes at the pick up point

The member of staff was very helpful and efficient. My request was simple but she helped me with accessing the £5 off deal as it had to be activated.
I would use the service again.