Johnlewispartnership Reviews 

So poor. Ordered an oven from John Lewis which malfunctioned the second day we had it. I was promised a replacement and collection, then they made an error with this and said they have to collect and refund. They have taken 2 weeks to collect due to errors on their part. After collection I was misinformed that they will process my refund "promptly". I had to call to chase this at which point they lied that someone will call me this morning. They did not. I have spent a further hour on the phone, pushed from dept to dept to finally get my refund. We have been unable to cook for nearly 3 weeks and I have spent altogether 7 hours on the phone to them. Unacceptable. I will now order a cooker from somewhere else as I would advise you all to do

Dreadful response from what become apparent the South African call centre. I could hardly understand part of their accent rude no apologies held for 25 minutes as the person did not really understand what they were doing.

This is the worst customer service I have ever experienced. Numerous phone calls and messages via their whatsapp service. 4 days later and are still unable to tell me where my parcel is that I paid over £700 for.

My wife and I purchased two so-called “firm” pillows from John Lewis at the Brent Cross Shopping Centre in London a couple of days ago. When we bought them, the shop assistant did not mention that these items were non-refundable, nor were there any signs or notices in the pillow section indicating such a policy.

After using the pillows for just one night, we realised that they were not firm at all—despite the packaging clearly stating “firm”—and they also caused both of us neck pain. We returned to the store with our receipt, expecting a refund or exchange.

However, the store manager refused to help. She told us it was our responsibility to check the John Lewis website for the return policy before making the purchase, even though we had bought the items in person in the store. When we explained that no one had informed us of any non-refund policy and that there were no signs in the pillow section of the store, she implied that we were being dishonest.

As a result, we have spent £60 on poor-quality products that we cannot use and have been treated disrespectfully by the store’s management.

I am writing this complaint to warn other John Lewis customers: always ask whether the items you are purchasing are refundable or not, as this information may not be made clear in-store. Sadly, after this experience, I will not be shopping at John Lewis ever again.

Incredibly poor!

An absence of customer service, incompetent staff who do not read emails, or respond in contradiction to one another. The summary of which was to call me today ... citing that they hadn't read the email trail, and thought they'd just ask me about it!!! Utterly ridiculous - avoid their services until they sort out their customer care!

John Lewis are risking their reputation by moving Customer Services to South Africa. The 'service' is appalling.
To purchase a freezer with recycling you have to call South Africa. There the staff give conflicting information, muck up orders and don't seem able to resolve problems.
I have purchased two freezers. Both times it was a nightmare of cancelled orders, lost orders and hours spent on the phone.
Never again. I am sorry John Lewis - don't waste money on deluded Christmas advertisements. Just return your Customer Services to the UK and employ some nice elderly staff who understand how to look after customers.

Not sure what has gone wrong with JL customer service online. Pressed chat online, waited 17 minutes for reply from actual person. Greeted with flower and hugs emojis!! Issue was a parcel badly damaged and needed to return and order replacement…took over 30 minutes along with more emojis!! Had messages saying ignore last message as not for you, so I obviously dealing with more than one customer at a time. Dreadful service, not valued as a long standing customer at all, think someone needs to look at other companies ie The White Company where they appreciate their customers.

Absolute shambolic customer service!

Ordered a ring for my son's birthday. The ring arrived (miraculously) with only 2 lines of my address on the packaging. It was the wrong ring, the wrong size and to top it off the ring they did send me was cheaper than the one I had purchased!

Contacted customer service to raise a complaint. I have had 4 emails back from 4 different people, each one a load of waffle, not one of the replies offering to contact the company and try to resolve, instead saying 'we listen to your feedback'. They may as well say goodbye nothing to see here move along! What upsets and angers me the most is, it's almost like they enjoy winding you up, gaslighting you. It's disgraceful.

John Lewis, I have noticed you don't bother to reply to all the negative reviews you receive, perhaps that's because you are receiving too many. It's truly shocking that your customer service has become non-existent. You might be saving money by outsourcing to another country but you are losing your reputation in the process. You don't deserve our custom.

What is going on with John Lewis Customer Service????
The call centre has obviously been relocated to South Africa, I'm guessing? All the staff do not speak proper English or are so heavily accented you cannot understand them and they have no idea what is going on or how to help.
JL - do not bother spending thousands of pounds on Christmas adverts SORT OUT YOUR CUSTOMER SERVICE!!!!!!!
JL used to mean reliability and quality - at least rate you will be going bankrupt.

Amazing service from BEN at John Lewis Cardiff last night.
Although working another dept he could see my husband needed assistance in the men's clothing. He came over, discussed my husband's request and took time and effort to sort everything out for him. We made a purchase based on his help and support! first class

Click and collect order placed but not fulfilled. JLP seems to have taken Alice in Wonderland and Kafka for its business model. Order placed on 29/10 -- message on 31/10 advising of delay --- next on 1/11 goods damaged in transit --next on 4/11 retun and refund processed. Attempt to discuss the issues of a deeply incompetent, chaotic system, are fielded in Cape Town with courtesy but little outcome. Perhaps JLP think that customers find their business model for online shopping and customer service an engaging amusement... not this customer ... Small wonder that JLP is in steep decline ....

Terrible customer service from callcentre.
Agent cut the call when I asked to escalate... I got the "I can't hear you, are you still there" then she hung up and made no attempt to call me back despite taking my name and phone number at the start of the call!
Same thing happened using their WhatsApp chat, agent cut the chat session (they said due to inactivity even though I was typing at the time) real reason - they were clueless and unable to answer my question.
Also tried to communicate via online forms - JL response sent from no-reply email address, so when you get a nonsensical response you can't respond. What have John Lewis come to? Customer Service was the one thing you could always rely on but no longer. Communication dead end.

Called into Cambridge John Lewis today to buy Tom ford black orchid perfume 100ml nobody on counter so asked at another the reply I received was sorry they are on there break i will see if anyone else can help they then came back sorry no one available so I left the store . First time I have left a John Lewis store because nobody can be bothered to serve customers £150 lost to them

Awful customer service, I called3 times and the first was a man who was very rude when I couldn’t hear/understand what he was saying. The second went round in circles but never provided a solution and offered to ring me back to take a payment (a definite no no for me). The third was no better kept me on hold for ages and advised there as no record of my delivery when this had already been confirmed.
Very bad John Lewis you used to be good but not any more.

Really shocked by how significantly the customer service at John Lewis has deteriorated (used to be the best). I ordered a small rug (1m length and not at all heavy), but had to pay £20 pounds for delivery. When the delivery drivers arrived they asked me why on earth I had paid for 2 person delivery..... I mentioned that there was no other option avaiable when I ordered, as that item was marked as not being available for collection. Very annoyingly, the rug is not as per the described dimension (and how by a reasonable %), and therefore doesn't fit the area it was purchased for. Now, trying to get the item returned is proving ridiculous.... the only mechanism for a return is if a pay another fee (2 person delivery collection) where all I want to do is return to the local shop/collection point! Not only that, why were the measurements not correctly stated for the rug in the first place. Failed to make any progress with call center (S.African based) - just desperate customer service. So JL, you have lost a long time customer...... just simply a stupid scenario. Really not surprised the JL Partnership is starting to fail, and with customer service like this the store deserves to go under.

I am so so disappointed with JL and their lack of service now
I was in a store today and the person I spoke to regarding an electrical purchase was so uninterested and didn't know information about the product.
I also called customer service about a price match , the response was well we obviously haven't price matched yet !! Attitude!!
No offer to help what so ever
JL used to be the go to place for me , sadly no more , it is no longer the helpful nice experience it used to be
Very very sad

I contacted JL about a faulty item which they agreed to replace. I was told I should receive tracking information for replace.ent item in following 2 days. Five days later I still did not receive tracking information. I emailed JL again to ask why the delay. They emailed back to say the item had been delivered?? I rang JL and was on phone for nearly 30 mins just to co firm that they hadn't yet sent the replacement out and that I should re eive tracking information in next 48 hrs. So unprofessional and incompetent.

These people operate like crooks.

Purchased John Lewis mattress that collapsed within 3 days of delivery.
Reported immediately with comprehensive video evidence showing structural defect. John Lewis stalled for 2 weeks with inspector visits and
"technical delays." I filmed the inspection showing their inspector acknowledge the visible damage.
Today they denied my refund claiming
"no manufacturing fault" despite video evidence proving otherwise. Their inspector report contradicts what was documented during the inspection.
Had to file Section 75 claim with my credit card company to get my refund back.

A product failing within 3 days should be an immediate refund under Consumer Rights Act, not 2+ weeks of stalling followed by denial.

Don't trust this companies bureaucratic games, they have zero true customer integrity.

The announcement message first demands customers treat call handlers with respect.
Then you are run through all of the irrelevant options for almost four minutes before your call is answered.
The call is eventually answered by someone who does not speak English.
I telephoned several times in an attempt to speak to someone coherent. The representatives are rude and have a less than rudimentary standard of English.
One of the call handlers could not understand my spelling out of my name and kept insisting I is for Echo and E is for India. At every stage of the call - which was unresolved - she kept telling me 'that is perfect' asking me to repeat answers to questions already answered; then stating again 'that is perfect'.
Attempting to make a complaint via the website is impossible - none of the options listed were relevant.
What are John Lewis playing at? There are many unemployed people in the UK who could perform this function.
I have abandoned my several attempts to complete my furniture purchase with John Lewis.

Too long to write in detail.Took laptop under guarantee to be repaired.3 weeks later no contact, spoke to their Morocco service area (said it still hadn't been sent off). Spoke to South Africa customer service department today. They booked it to be sent when I phoned.still not sent.
Won't be buying from them again.