John Lewis of Hungerford - not John Lewis Reviews 

Why has my review title been changed???IT IS THE RETAILER JOHN LEWIS!! Who the heck is John Lewis Hungerford???? Wanted to purchase a lamp a couple of weekends back at JL Tunbridge Wells. Asked a male staff member to assist me but was told item was out of stock. I asked if he could find out when it would be in stock but he said he didn't know, but I could buy the display one. Happy to do that providing it is boxed (Xmas gift) but was told very sarcastically that again he didn't know but would go and find out. After about 4 or 5 minutes of standing around I decided to leave, just as a female member of staff appeared asking if I wanted help with the lamp. She hadn't been told what the query was about so I explained that her colleague said the item was out of stock but I could buy the display lamp but is it boxed? She said "no we don't sell display items" - I asked why her colleague had told me that I could and her reply was "because he doesn't work in this dept so he wouldn't know"!! After a fashion I eventually encouraged her to ring around other branches. She did and a lamp was located at the Ipswich branch, however, I had to pay for delivery. I wanted the lamp so I did, but the service all round was poor. Very young staff, patronizing manner and not at all interested in assisting customers. Shame as JL is a good store let down by surly staff. On a positive note, I received the lamp within 2 days, on a negative note the box was smashed to bits. Hey ho..

I bought some wine glasses from John Lewis. When I received them I decided they weren't quite what I wanted. I called JL and asked if I could exchange them. They came to my door on a day of my choice to collect the ones I didn't want and deliver the new ones. Couldn't have been easier! Very impressed with the service.

I will never ever use John Lewis for any kitchen appliances ever again. I bought a fridge/freezer and paid for the old one to be taken away. However the person delivering said we had to take doors off old american fridge freezer and we should then call customer services to arrange collection...Customer services were very rude in informing me that no they never collect this type of fridge /freezer. Its funny how they can sell these appliances but not collect. If I had been informed of this I would bought my equipment from someone more reliable. Its a shame as I was ready to buy more Kitchen appliances but I will never ever buy from here again.

All round good service

Ordered a fridge freezer online on 18 October web site quoted 3 weeks delivery.No contact from john lewis except when I phoned them 4 weeks later after many phone calls being told things like due in tomorrow you will receive a phone call within 24 to 48 hours.Phoned them Monday 16 November told will get back to you, 5 hours later phoned them again and told we will recive the fridge just before Christmas and deliver after!!!!! They took my money on the order date (£1700.00) useless, blamed there ordering system .Found it online ordered 17 November being delivered today 18 November, customer service not from where I'm standing.

Hello, I have been working for John Lewis online for a few weeks and the reason for so many problems is that the training is rubbish. You spend two week in training drawing daft pictures and playing stupid games. We were shown little of the computer ordering system, and delivery system. We then went into what they call Grad Bay where were were expected to take calls from the public. I have found John Lewis take on staff, especially for Christmas and let them go in the new year. This is cheaper than employing full time staff. The calls from the public indicate, missing refunds, missing parcels and incorrect orders. This is not surprising as the training is full of daft abbreviations and terminology. The staff try their best, but it become overwelming as you are new to the job. The customers I have talked to are often very offensive with little manners, this seem especially so with women callers. Even if you give the right advice they keep asking you the same question. This can continue for over a hour on a call. Most of the staff I started with want to leave and are seeking other employment. I will admit having seen the set up at John Lewis, I would never buy from the online store itself. Please be polite if you are calling, it is the mis-management, not the staff that are to blame. Thanks

We moved home this year and bought several items (both instore and online) to furnish it with. The furniture items that we ordered 3 months ago for our lounge were delivered late. We are now waiting for a rug which should have been delivered several weeks ago. 2 weeks ago we received a call telling us that the rug would be delivered that Friday. We made sure someone was in all day, but it never came. We were then subsequently told that it would come the following Tuesday....but again, it never came.
Apparently it is still out of stock (there was no indication of this whatsoever on the website when we bought it) but should be available for delivery from next week (unfortunately we have heard that all before).
I'm not sure why 2 different John Lewis staff made us wait in all day for the rug which was clearly not available. We still have a coffee table outstanding....lets see what happens with that.
Lesson learned and we will now look for an alternative to John Lewis as we have lost all confidence. Such a shame given it's previous reputation.

We paid extra for the Premier Home Insurance package, thinking that any home emergencies would be covered and dealt with promptly.
This morning, following a leak from the upstairs bath that had shorted most of our electrics, I rang JL. I was transferred to their emergency line and reported the problem. I was promised a call back in 30/60 minutes. After 90 minutes I chased the call and was told a resolution was expected "soon". After a further hour I rang again and it was apparent that I was unlikely to get any help in restoring our electrics that same day.
I would stress that the call centre staff were polite and apologetic but that they did not have the contacts to give me a confident prediction of a resolution later the same day.
I feel angry that I paid for a service which is clearly unattainable, also that the call centre staff are put in such an awkward situation.
I would not recommend JL home insurance and most certainly not the "premier" service which is demonstrably anything but.
Two days later, spoke to someone at JL who promised a call back, 4 hours later still waiting....

Found lovely sofa's in store, wow!!!!!!! how much?????
I know! Reputation built off price matching for the same goods.
Found the only manufacturer of this sofa in the country, British built quality for many years. That company provided me all their suppliers for that product round the country from their website. Wow! found a company doing exactly the same sofa from the same manufacturer for £1400 less for the two sofa's I wanted, only delivery 6 to 8 weeks but J L 7 days.
so I go back with the under-sale quote.............well would you believe the excuses and the legal rhetoric ,the best being the sofa is named differently from yours sir! The only difference .FOR THE SAME SOFA...............Made exclusively for us..........not true! This company has gone down in my estimations over the years It has used slick advertising and clever marketing to dupe you into buying from a company that once had a great reputation for providing great quality at a fair price with a brilliant before and after sales service, which is now not true , as they never call you back .Plus if you're prepared to do a little bit of research you will always undercut them and in fact the company which have now received my hard earned cash,have bent over backwards to be of service. I will be recommending all my friends to shop from here
I will never visit or use this company again!

I ordered an Estelle bookcase from John Lewis online, however I cannot comment on the quality of the item as the delivery was missing two boxes.

I contacted John Lewis customer services and was informed that the two missing boxes had not been loaded on to the delivery van. The man who delivered the one box failed to mention this.

I requested that the missing two boxes be delivered the same day as I had taken the day off of work. Instead I was informed that could not happen and that a replacement would be delivered in 7-10 working days.

This is frustrating as I took a day off of work as annual leave to take delivery of the bookcase and assemble it. I am now going to have to take off another day off of work, which is hugely frustrating.

Update

I booked a second delivery date (which meant a second day off work as annual leave) via the customer service helpline. I was informed that all three boxes which form the order would be delivered, I pointed out that I was only missing two boxes, however the customer services agent stated that the system didn't allow for partial deliveries and that the driver would collect the box which was originally delivered and which was surplus to requirements.

All three boxes were delivered, however the driver wasn't aware that he was expected to collect the extra box. He told me he would call John Lewis, however he returned to his van and drive off and I didn't hear from him again. This is inconvenient as the extra box is 2 metres in length and inconvenient to store. I certainly don't intend to take a third day off work to arrange for the collection of he extra box.

My last grievance is that I also received updates via text and voicemail for another customers order (ref 38927364). Possibly more inconvenient for that customer than me who wasn't updated on his order.

My order ref: 64963135

Further to this this is the second time John Lewis has failed to deliver all items of an order – see previous Trust Pilot review re Delivery ref: 38451544

I will think twice about ordering from John Lewis again.

My son's birthday present of £15000 bought from John Lewis online shop never arrive.
When checking the emails sent on the day confirming delivery, I found out on the last one in very small letters "refused delivery" when explaining to the very pleasant customer service but very inexperience manager the whole matter for the fourth time and confirming I was all day waiting for the delivery as it was my son's present.
The only sentence I can understand from her was they have to investigate and I have to wait for the carrier partner of John Lewis to give their side of the story. She answered my call when she was parentetly on a very busy street as car can noises were at the background.
Unfortunately, my son still without his present, I lost my whole day waiting for the delivery and out of £1500 as not refund will be igniciated until DPD confirm the items were not delivery.

Bond Kurt Geiger shoes in 9 different styles
John Lewis £270 (£250 black)
Harrods, Selfridges, Kurt Geiger £220 (£199 black)
I've heard every excuse in the book, wrong size, online, insufficient stock levels.
I was able to buy a pair of size 5's (metallic) in store elsewhere. There are 1000's of pairs in all sizes & colours. At what point do they 'reduce the price store wide & online' ? I'm on my 2nd letter, 3rd phone call, & umpteenth email.

What can I say it's John Lewis.
Great prices. Great extended warranty.Great delivery.

We have bought a number of items from John Lewis for our new house, large and small, and have been pleased with all. When there has been an issue with an item it has been dealt with efficiently and even when we accidentally broke our new clock putting it up, they replaced it (and they knew it was completely our fault - we had just called to see if we could get a replacement part for the clock through them!).

In contrast to many issues we've had with various companies throughout our move, John Lewis make purchasing there a pleasure.

I've shopped at John Lewis over and over again and have never had cause for complaint. Their service and after sales service are second to none. If ever they have made an error, ( very rarely) they fall over themselves to rectify the problem. I wish there were more companies like this out there.

Never purchased anything electrical from John Lewis before, however when looking for a cordless hoover friends recommended our local John Lewis and said that they were a good company to purchase such items from as the after sales had a good reputation should something go wrong.

I did a lot of research into what hoover to purchase prior to going to buy one, as I am disabled I needed something light and easy to move around so had decided to go for the Vax Cordless Air Lift, as it came with two batteries and was light.

I purchased the machine on the 12/7/15 and was really pleased with it until a week ago when the wheels became wobbly and the it is almost impossible to hoover as the machine does not want to move.

Contacted John Lewis at Welwyn today who have said it is not down to them as it has gone over 28 days since date of purchase, and that I have to take it up with Vax.
But as far as I am concerned my contract was with John Lewis I paid them the £240 for the hoover and it is not fit for purchase and is only just 8 weeks old ? They have been unhelpful and are not following the consumer rights.?
I should be entitled to a replacement it is down to them to take it up with Vax surely.
So this was more than likely my first and last purchase from John Lewis as the staff have been unhelpful and just rude.

I bought my quaker-style kitchen from John Lewis of Hungerford 3 years ago and now the paint is peeling off the cupboard doors. They told me that the paint is perfect because it “has been independently tested and verified as extremely durable” and then offered me replacement doors at my own expense. Apparently it must be my fault that the paint is peeling so it's not covered by the guarantee. The quality of the cupboards is good but the paint is useless and customers services are hopeless.

Hi John Lewis,

Order number 63842153

16.17 I rang your customer service number as I had a confirmation email saying that my TV would be delivered on the 9th of September and that the sound bar would be delivered 5 days after? I can’t believe that john Lewis would expect a customer to have 2 separate delivery days

When I spoke to the advisor I was advised that the order day had been cancelled and a member of the delivery team was going to call me to re arrange a new day, he couldn’t say when this call back would be and I had explained that I had booked this day of and needed to know when my TV was going to be delivered, the advisor then asked me if I wanted to cancel my order? I didn’t want to cancel my order I wanted to know when my TV was going to be delivered

I can’t believe that John Lewis would conduct its self in this manner, I am absolutely shocked, you have broken you’re principles
Customers
The Partnership aims to deal honestly with its customers and secure their loyalty and trust by providing outstanding choice, value and service.
I would like a manager from John Lewis to explain your shocking customer service, I have no trust in John Lewis and your customer service is completely flawed, I did not expect to encounter problems like this and this now has now put me off from purchasing any other goods from John Lewis

Tony Taylor

Shopping in John Lewis was a Pleasure the staff polite and helpful so I chose to purchase My new smart LG TV at there Oxford St Store unfortunately the delivery and after hours customer service left me wishing I had shopped else where my TV was due for delivery 13.8.15 between 2pm and 9pm I was told they would call half an hour before so when no phone call or TV materialised at 9pm I chose to call JL out of hours customer service (First time someone hung up!) the second operative I spoke to told me I had the date wrong and the TV was due for delivery on 17th Aug the following Monday I told him he was wrong and I had paperwork saying as much he said his info was for the 17th and if I could not take delivery on that day I should cancel my order!! I immediately dashed of an email complaining to JL customer services as I pressed send my mobile rang it was the delivery men saying they were around the corner with my TV(How could this be had I not just been told the TV was not due until 17th!!) by now it was 20 past 9 so I expected them to ring my door at half past at the latest at 10 to 10 I had had enough I made the decision to get ready for bed only for my buzzer to go at 10pm the TV had finally arrived!! John Lewis response after promising me an apology (Which never materialised) The case is closed as you received your TV and the time 14:00 to 21:00 is a courtesy !!!! Give me good old reliable Argos any day....E.Scott

I have previously reviewed four delivery failures over a few years. My most recent review concerned Polo RLX Golf shirts from .COM. Wrong colour delivered to local shop. Promised replacement delivered next day and still wrong colour. Both items returned with RMA details. Went to Reading shop and bought item over counter on card. No one contacted me about problem except people who monitor these review sites. Promise of problem to be resolved and present of £25 for trouble. This meant my account should be £9.
Account turned up asking for £83. No mention of returned items or £25 refund for trouble. Contacted card services and spoke to Abdul. He told me the actual outstanding balance was £58. It transpired that one of the returned shirts had not been taken off the account. I pressed him with all of the relevant order and RMA details and asked him if he was telling me I had to pay for a returned item I did not have. Without pause or hesitation he said yes. After a short conversation on why this was so, he explained that it did not matter that I had returned the item, it was not returned on his system so I had to pay. When I said he had a problem he responded with, not my problem, its yours, you need to sort it out.
Spoke to .COM (Daniel) who listened to the whole story and went through all of the various order and RMA details. He promised to remove the returned item from the system and gave me yet another RMA number.
Latest account shows that this did not happen and as an added bonus, John Lewis charged interest!
Card services could not resolve the problem yet again, but he said he had refunded the interest and then passed me to .COM. Marie took all of the details yet again and promised to sort it out. I will not be holding my breath and take no bets that it will.
After 40 years of holding an account this is the end! I would have given no stars but can not on the system.