John Lewis of Hungerford - not John Lewis Reviews 

Customer service has become terrible, I had to contact customer services re a large order I was spoken to like dirt, I think a course in customer care is needed.

I bought a Hotpoint washer from John Lewis on 11 December in good faith. It broke down on Christmas Day. I rang John lewis who said I should ring Hotpoint. I pointed out that I had bought it from them, and they agreed to ring Hotpoint (can you believe it?) The Hotpoint engineer eventually came out on 29th December and couldn't make much sense of the machine - " I don't see many of these" but he eventually worked out after ringing base that it was the pressure switch that was faulty. He replaced it but warned that it might 'go again'. It did on January 6th!
By now we had totally lost confidence in the machine and rang John Lewis expecting their normal high standard of service with an immediate replacement. How wrong we were! Unbelievably, they said they could not replace the machine without Hotpoint writing it off. We argued about this for a while and I gave in as I was told it would be dealt with quickly. I rang the next day as i had heard nothing and was told that 'we couldn't get through to Hotpoint!" Utterly flabbergasted I asked to speak to someone in charge. The chap I was put through to told me he was a customer services manager. I questioned him about the famous John Lewis pledge to replace faulty goods quickly and he told this only applied to smaller goods that they can essential 'put in the bin'. So it appears that the John Lewis pledge to replace faulty goods is not quite as it appears. I asked to speak to the young chap's boss and he informed that he didn't have one! I'll leave that one with you. ('kyle' is obviously a rising star at JL!!) We are still without a washer!!!

I have now resolved the Hotpoint issue thanks to an excellent JL operator called 'Sadie'. I also now understand what the problem, which is a systemic one at JL is. When you buy online at JL, some of the items e.g. Hotpoint washers are not actually stocked by JL. The website is highly misleading about this. It took me hours of phone calls to realise this. You are not actually purchasing from JL but direct from Hotpoint via the JL website. This is where the problems lie as JL has no control over returns of a faulty product. They cannot replace an item because it is hotpoint who have to give the OK. This is highly frustrating to the customer who thinks they have purchased from JL with all of the renowned customer service reputation etc. To be fair to customer service at JL, their hands are tied by a poor, and highly misleading online selling system. From now on I would advise all customers to check that any large item is actually stocked by JL. if it is not 'buyer beware', the JL customer service pledge is effectively null and void.

Thank God for Sadie who truly gives what we all expect from John Lewis!

Made the mistake of buying a remote control car by mail order. It was advertised as a Porsche but we couldn't give the generic tat that arrived to our Porsche-mad 2-year old. TK Max saved the day with a much cheaper, licensed alternative which actually resembled an actual car. To compound matters, his Grandfather bought a tractor and trailer set from the same source which lasted less than 10 minutes before it started disintegrating. This shoddy rubbish might be acceptable if the price reflected the fact that it is basically tat but John Lewis charge premium prices for it. Do yourselves a favour and avoid this excuse for a brand

On the 18th of December I placed an order for a dishwasher to be delivered on the 22nd of December using the offer of free express delivery. I later noticed that other companies such as AO and Currys were offering this for free, but in any case I liked the product and the price.

In addition to this, I could not book pick up of the old item with express delivery. So, I had to book teh pick up of the old item separately on the phone for a different day. I was given a different order number for that and I was told I would be contacted.

The day after I received a text message with a confirmation for the delivery. On Monday late afternoon (5pm) John Lewis sent me an e-mail. I saw this in the evening. The e-mail simply said that my order had been cancelled. No further explanation. Obviously I needed this item urgently. So I called John Lewis and after a bit of confusion they were able to tell me that it toke them 4 days (two full working days) to realize that there was no stock of the item! This is already bad, but to send an e-mail without an explanation and an apology and also suggestions on what to do, it is appalling. In fact, the customer service should have called me an discuss what alternative they could offer.

Anyway, whilst on the phone, I decided to order another dishwasher with delivery the 24th. On Tuesday morning (today) I phoned them asking to check tehir warehouse and confirm that there were no problems. I was told that they had to check with Indesit and they had to come back to me. I received no call from John Lewis. Likely, Indesit called confirming the delivery.

I then realized that nobody had called me to confirm the pick up of the old item. I called again and was told that the order for teh pick up had not been set up correctly. So, we had to do all this again and finally I had also a confirmation for the pick up.

I sent an e-mail saying how bad all this is, but customer service simply sent a few words of apology saying that these things can happen in busy period. It can happen to them, not to well organized companies. And even when it happens, a customer expect a support team to have the courtesy to call them and offer alternatives!

Do not buy from John Lewis for a home delivery. If something goes wrong, the customer support and after sale service simply does not exist.

In addition to that: They charge for a two days delivery. Most companies would do this free of charge. When booking the express delivery they are unable to combine this with a pick up of the old item: this is unheard of. If the delivery is done by them, they will not give you a morning or afternoon slot, but a whole day delivery. They do not send a text before hand as many companies do.

Again, I would strongly advise not to use John Lewis for any home delivery. For electrical goods, AO is far more reliable, and I believe Currys is also better. Where does the reputation come from?!

To cut a long story short (4 weeks, 2 hrs of phone calls, 2 emails and a 40 mile round trip to store ...... So far) John Lewis seem to have lost my order, which I placed online and paid using a gift card. They are claiming they have no record of it and refuse to reissue the gift card, which we subsequently threw away. I now have no gift card and no product, which has also gone up in price since I originally placed the order. Despite providing specific details of times, dates, item, price,etc, JL customer service tell me it's an unfortunate issue but cannot reissue the gift card despite me providing proof that I owned It, which they also acknowledged. They now have my money, which they acknowledge but refuse to credit back and will not send the product, which is surly illegal? Both in store and online blame the gift card department and say their hands are tied! It is evident that JL is a good store until something happens that requires customer service involvement. I thought this was at the heart of their organisation but I have been proven wrong.

Just purchased a Nikon lens direct from John Lewis over the phone . Very easy smooth transaction . I paid a little extra to have the item delivered next day as its close to xmas and it arrived bang on time within the hour they told me . Updates by text and email kept me informed . Spot on John Lewis . It amazes me that there are so many negative reviews as I've never had a problem ?
I will always use them thanks again

..Recently bought a TomTom Go 50 SatNav from them - ordered online & collected from Poole. Right out of the box it was faulty. JL didn't have another of that model in stock in the whole UK so I was advised to go direct to TomTom. TomTom eventually sent me a replacement unit - but it had even more faults than the first one. Truly dreadful. I emailed John Lewis to request a full refund & was told (in a blunt email, with awful spelling and 'i' for 'I'..) that it wasn't JL's problem & I would have to go back to TomTom. After checking the legal situation - Consumer Rights Act 2015 - it was really clear to me that it was down to JL, as the retailer, to refund me. So I asked JL by email for my issue to be escalated to a manager - and he replied with the same blunt message. Remember that at this point I had been without a functioning £100 SatNav for 3 months!

I rang John Lewis - and a was offered a refund by a helpful lady who made no comment at all when I reported to her that other colleagues (presumably also in the Customer Services Dept) had told me it wasn't John Lewis' responsibility to refund me. The helpful lady arranged for collection of the 2nd faulty unit.

A week later I still have no refund - and need the refund in order to buy a working replacement of some kind (I am travelling a lot over Christmas). I rang John Lewis yesterday. I was told that refunds are taking a fortnight. I asked to speak to a manager - and was 'transferred' to a dead line. I can't help but think this was deliberate. It reminds me of the bad old days of TalkTalk Customer Services.

John Lewis has let me down very badly with this whole saga - and this from a company I have thought so very highly of for so many years. Something is going wrong at the heart of this company and it needs addressing quickly before John Lewis loses its wonderful reputation.

My order number was 64168724. I'd be delighted to receive a response from John Lewis. I looked at how to make a formal complaint but the tel no supplied online gets you through to a menu which offers no way in to any complaints procedure. Now at 31st Dec, three weeks after the SatNav was returned and still no refund. Such a catalogue of errors, John Lewis..

I recently bought a Lenovo Yoga 3 laptop online. After using it for a few months the machine wouldnt turn on so I contacted Technical Support and they arranged for me to post the item back to them so it could be fixed. After waiting over a month I rang Tech Support to enquire on the progress of my repair. They asked me if they could phone me back after some investigating. They did so and informed me that my laptop was beyond repair and they would contact my nearest branch, Cardiff, to arrange for a new model to be sent to me.

After waiting a further few weeks without hearing anything I contacted them again to get an update and was told that they had tried phoning Cardiff branch with no luck so had tried emailing them.
After another 3 weeks I rang Tech Services once more to be told that they had heard nothing from Cardiff and would email again. The gentleman on the phone told me that if they hadnt heard anything within a week, they would appoint someone to chase up the delay.

Today I rang Tech Services again to ask about my replacement laptop. The chap on the phone looked at my case details and said another email had been sent, but it was blank! He then told me that he had no idea why his other colleagues had contacted Cardiff branch when he could do it all over the phone there and then. He didn't know that I had posted my laptop back to them and was suprised when I asked for a refund. I also had to request a refund for my postage which had not been given to me.

I am a trying to start a small business and not having a laptop for four months has been difficult and inconvenient. I have always shopped at John Lewis as I have found their customer services excellent in the past. I chose to spend a large amount of money with them for this very reason and knew if anything should go wrong they would deal with it quickly and professionally. I am disappointed with the lack of communication and feel that John Lewis has let me down. I will think twice about buying any electrical item from them in future.

From my many years experience of dealing with John Lewis, both in store and online, I cannot believe believe the negative reviews on here. I do hope Trust Pilot has verified these as genuine. I, unreservedly, award John Lewis the maximum score.

Placed an order for a PS4 supposedly in stock. Curiously, received an automated email immediately after paying to say it was not in stock and in the "unlikely" event they couldn't deliver within 14 days, they would cancel the order. No update so I emailed them. Then they cancelled it. I had bought from them expressly because they used to have a reputation for good customer service. I won't make that mistake again. In the meantime, I missed the opportunity to buy elsewhere at the same price from someone who may have actually had the stock they purported to have.

I bought a camera from them with an insurance , when i got it didnt liked
it send it back to them . they credited price of camera but didnt received money of insurance i paid for .
i contacted regarding my insurance refund , they advised to wait 28 , i wrote email and complained and called them few times .
its been over two months and still not got my refund yet .
order number 63745472 for the product(s) detailed below. Your Returns Merchandise Authorisation (RMA) number is 10546825
not good service as i expected

HI just thought i'd share my experience, I bought a TV from JL and within 4 months the TV had 2 faults all JL want to do is try and repair it time after time so the time I have had this TV I have managed to watch it only 50% of that time, they even blamed the recent events in Paris for the delay of the repairs which is totally unacceptable atm I am trying to get a refund but their customer service team are rude and unreasonable please do not buy a TV of this company such bad experience for me. So bad this company they should be ashamed of themselves. Kirsty G.

I ordered on Black friday and got a good deal on a laptop. I was expecting delivery this week. However when I looked online it said 'cancelled.'

I emailed them and they said 'we have cancelled your order. I hope this clears things up.'

However there is no mention as to WHY and no apology or explanation s to how to order again. The prices has now gone up.

Mu suspicion is that they did not want to sell at this price and so cancelled all the orders. It happened to a friend of mine too. When I called the call centre, someone called Mia got very confused, contradicted herself many times and and eventually hung up on me. This is not what you expect from John Lewis. Oh ad JL, don't write the same lame response you write to everyone else. I won't be buying form you again and if you really wanted to sort this out you would have done so already. With all the bad reviews on here and elsewhere, your reputation is quickly falling down the drain.

Trying to get a tumble drier was harder work than I expected. Still not here. Ordered online 20/11/15 for delivery 30/12/15
Money taken 20/11/15
Text arrived 29/11/15 to confirm delivery on the 30th
Waited in 7am to 2pm
No delivery.
Checked online - order reported as complete.
Ph customer services and they explained that it hadn't been dispatched from thier 'hub'. They promised to get someone to call.
No call.
Called customer services 01/12/15 They again explained that it hadn't been dispatched from thier 'hub'. Had to hold more than once for some time. Asked if they could call back when sorted. They said they couldn't call back. They promised to get it ordered for delivery by 03/12/15 in a two hr slot and to get someone to call me and confirm.
No one called.
Called customer services again 01/12/15. They said the same thing including that they would contact me later today to confirm delivery for Friday.
They again said they couldn't call me back and - as I had to call from a mobile - after 15mins after 15 mins we were cut off.
They DID ring back though and all looked good.
Then they sent a text to say delivery Friday 7-2. Not the 2hr slot promised.
I had spent some hours on buying this appliance now and was loosing patience. I called them and the very nice person explained that they might be able to do a two hr slot but couldn't confirm and that the depot would be in touch in due course. She then expressed doubts about the possibility of it getting to me on Friday at all.
Two more calls were needed to cancel and get a refund.

Lesson learnt.
If you want a polite friendly and useless customer services dept - John Lewis is for you.
If you want a tumble dryer go to Argos

I am surprised to see poor reviews for John Lewis on the Trustpilot site . I recently bought a Mac laptop from the Bristol store and the Customer Service was excellent. And also the product was excellent too.

Order number: 66412852
Briefly purchased expensive Karen Millen jacket for an event. Requested next day delivery. No sign of coat it's been four days now! I've been recently advised its gone missing with the courier. Not my problem I want my coat! I will be rescinding my partnership card as John Lewis is a big fat joke.

They still have not bothered to reply to my many emails regarding my cooker, these people are a total waste of time, even Des has not bothered to reply after I sent all the details to him. The following is my previous comments and the reply from Des . I have had problems with the back panel of my Neff cooker, originally customer services were on to it and even offered me a cash back on it. I decided against this as I wanted a new panel, they said they would sort this out with the customer support team. I now have asked 4 times for a reply regarding the repairs and no one has bothered to reply to my emails, to date this has been going on for 19 days, good job it is not affecting cooking but what do we do if I cannot cook and you will not reply. This panel could be faulty due to heat problems at the back of the cooker, hopefully it will not cause any problems but you cannot tell, things happen John Lewis.
Reply from John Lewis
Published Thursday, November 19, 2015, its Des from John Lewis. I'm sorry for the issues you have experienced with panel on your Neff cooker. Please could you send your contact and order details to and we'll get this sorted out for you.

have a samsung tv from john lewis because came with 5 years warranty,four years into warranty i noticed a problem with tv. so went into store and was told as i ordered online to ring this freephone number(turns out not be free)and make a engineer appointment which i did.The engineer comes out takes 2 mins to say this is a common fault on certain tvs not a problem i will order new bit and off he goes,couple hours later his boss rings and says i will order the part and come and fit it all good stuff happy,a couple of weeks pass and i have a phone call from a person working for john lewis who informs me they cannot get the part and the engineer has now decided it is my fault so as far as it goes they dont have to do anything,i said you were happy to fit the part before but now you cant get it the simple thing is to blame the customer and all your problems go away.so the truth is dont buy from john lewis because they offer longer warranty as they will do everthing to avoid repairing or replacing the item

Don't buy electrical goods from John Lewis - your warranty is not with them - it's with the manufacture - which may be ok if you are told this at the point of sale - which you aren't. Our washing machine arrived broken and we have since been told to sort it out with Siemens - whats the point of John Lewis? I could have bought it directly from Siemens with and cut out the middle man. My wife has spent 7 days trying to arrange a return for a damaged tumble dryer. It arrived with a dent in the front 14 days ago and we still don't have a date to have it replaced - but what good fortune we did get a refund of £20 because the price has since gone down......Really...
We have bought a lot of items from John Lewis in the past 8 years and I have to say the quality of service in both the store and the after care is falling and is now comparable with Currys/Dixons/PC World. Whats the point of all the fancy adverts and shop fronts when they are no better than your average PC World???

John Lewis. Yes, you. Your company is dismal. Look at the reviews on here!!! I thought I was getting quality service and quality products. Cheap and nasty half delivered damages products, arrogant customer service, useless idiotic emails. This is basic stuff that is being missed!!! Look at the reviews. Good review then bad review... I order something and you say it will arrive then it arrives late and incomplete? Do you really think I will be spending any more money MONEY MONEY BUSINESS!!!!!!!! with John Lewis? I would have forgot all about you but for the idiotic feedback phone call. You are a dismal company that sells over priced tat. John Lewis is a department store relic drowning glug glug glop!