Johnlewispartnership Reviews 

Not order from this company for long time placed order and guess what messed up again take your money had phone put down on me 8times today and do nothing to make coustomer happy get uk coustomer service or your company will close back again to tell you to wright to FOUNDEVER at FS this is a scomplaints@found ever.com as they lie and disrespect was on phone snd they admitted telling me 3times they lied I suggest you deal legal address as I am the address is financial ombudsman FOUNDEVER just want you to call ombudsman this is how they care about you I have went on to linkin and contacted ceo of company and he got back ask for recordings of all calls be aware this is not John Lewis they employ FOUNDEVER a little room with no manager they can treat you disrespect you as no boss lie to you throw down phone etc using Jo logo and third world service boyycot avoid if you want to stay healthy waiting on refund for item I order in 23april have e mail saying received back refund only done yesterday lip stick that was 2yesrs out of date waiting on refund body suit that was cancelled have to wait on refund when you call no records of this they ask you questions they should have saying we have to wait on refund coming back omg it was not returned it’s 2years out of date told to bin it they don’t know anything. Why doesCX put them in job contacted them to CEO by the way you are being told if there outsourced to Africa Coustomer service is affecting you to contact a mental health charity. For support this is disgraceful don’t really want to pay these incompetent people hi folks just called FOUNDEVER and spoke to manager who put me on to the boss of JL team they have all diff departments had long chat phone number is01789277052

John Lewis can No longer be trusted with supplying a quality product, or dealing with a valid complaint in an honest transparent and fair manner.
I ordered an Easter bouquet ftom their online site as a thank you. What actually arrived after 7pm in the evening, was a lesser amount of wilting straggly dying stems.
Having contacted customer services that evening with photo evidence, I was told to call back the next day so that the supplier department could action the refund. What actually happened was a rude manager making ridiculous excuses and telling me that there would be no refund despite the obvious evidence. An email ftom John Lewis even suggested that it was the recipient's fault for using an incorrect vase!!! The few stems sent were not of any decent quality, wilting & past their best.
John Lewis have ceased to become a trusted name in retail. They are now Ruthless, deliberately Avoiding refunding the customer even when a full refund is justified and with proof & evidence. Their rudeness and avoidance tactics include trying to blame the customer however illogical & irrational.
Terrible.

Tried to contact the JL customer care team after a parcel of expensive dresses went missing.
I had no idea until yesterday that they have sacked their UK staff and outsourced customer relations to a call centre in South Africa.
I can only assume that this is a cost cutting measure because the staff have not been trained properly, don't listen are not interested. When I asked to speak to a manager, I was told they were all on their lunch (at 4 in the afternoon) or not available.
Will never buy online again and will think long and hard about buying in store.

What has John Lewis done to customer service. Purchased a premium brand TV, it has a major fault within 8 weeks of getting it. No option to return the TV and have to go with a repair! This is a premium brand that cost a lot of money, I didn’t buy a seconds or budget TV!
Repair is out sourced to Martin Dawes who are only in our area 2 days a week and only offer full day appointments - not helpful when we have fixed commitments or full time work, so can’t offer pick up for 3 weeks, then a week fixing time if parts are available. That’s also if it’s repairable!! Just not good enough from a company that we bought from, expecting a higher level of customer service. Can’t speak to customer services in store as we have been directed to the off shore helpline. So so so frustrating and unacceptable. Bad form John Lewis, your reputation is falling rapidly. Shame

I bought item from john lewis and want to cancel order however it does not allow me to cancel order yet i ment to receive it in late April however staff at John lewis tell me item has been shipped which is a lie as its 1 month away from today monday 23rd march.

After wasting my time for another week. I had a call last thing on a Friday to tell me the evidence was in.

Evri delivered a parcel weighing over a kilo…I was over joyed as I thought it meant that there was an error and the trainers were delivered after all and I would be refunded!

But no, it turned out this was what was delivered to me!. I knew this as I had tried on the trainers, they were not suitable so I returned them the same day.

The second piece of “evidence” was that the parcel was returned weighing 400 and something grams…..

Again I know this as I was told the parcel arrived empty.

This proves the parcel was indeed stolen in transit.

I asked for and was expecting the CcTV evidence of how the parcel arrived - it would have clearly shown that it had been tampered with. The weights are of no interest to me.

I had my secure evidence taken from me when John Lewis elected to use a cheap and knowingly untrustworthy returns courier who did not weigh parcels at the point of collection.

John Lewis has wasted 6 weeks of my time. Stolen £265 of my money and I now have a peptic stomach ulcer from the stress and anxiety spending Half a day at the UTC in agony.

I have to know go through the small claims court to get back my money. I remind John Lewis that under the Consumer Rights Act, the risk in transit lies with them as they chose the carrier.

I am another small normal law abiding person bullied and trapped by a faceless corporation with no way to respond.

Absolutely abhorrent behaviour

For a allegedly reputable company we thought we were in safe hands purchasing a TV from John Lewis. But how wrong we were. We have had a terrible experience.

The TV has broken after only 15 months and they are refusing to provide an equivalent replacement in line with their own guarantee which states the following:

'If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification of screen size, screen technology and brand type. In a small number of cases, this may be a manufacturer-approved refurbished or remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value refunded on a John Lewis e-gift card. The maximum refund will be the price you paid. Regardless, we'll always do our best to make sure you're satisfied with the outcome'

The exact same model TV is no longer available but there is a directly equivalent model available (basically the updated model). John Lewis are refusing to provide this and are trying to fob us off with a gift card refund, which is the last stage of resolution, and would not allow us to purchase the equivalent model as it is more expensive.

The customer service is all outsourced and has been absolutely awful - they got us mixed up with another customer; ignore the content of our emails; and provide inaccurate, misinformed and incoherent responses.

We are reporting John Lewis to Trading Standards and will be taking them to small claims court. We would strongly advise that anyone looking to purchase a TV avoids the company.

Ordered an iPad told it would arrive today between 7-8pm. No arrival and the excuse was no valid PIN code!! Can’t provide a pin code if no delivery!

Awful customer service.
Sort the online tracking system out.
It's saying my items have not been delivered when all four of them have. Now I can't start the refund process because the tracking system won't let me generate a return QR code for apparently "undelivered" items. I've called three times, each time told to wait 72 hours for the matter to be escalated to the relevant team and be resolved. 72 hours have passed...still no resolve.
Will never order online from John Lewis again.

After trying to exchange a ripped suitcase that is guaranteed for 10 years i give up and I'm keeping it. Reason being that I was sent a replacement but a smaller size.I wanted the same size.I was,asked to return this to a shop after being interrogated about my name,address and that they couldn't hear me. Very slow communication as if they needed winding up! Appalling service.

Absolutely shocking !!! Brought a laptop for my son’s birthday. Opened it and it’s covered in scratches. I haven’t even let him switch it on yet . Called customer services and they said it’s over 30 days we won’t replace . Escalated to MD … a case worker called me and said the same thing even though we are only asking for a replacement. Consumer act 2015 says they have to repair or replace it no matter what their 30 day says due to it being an unsatisfactory item . I’ve quoted the law and they said it’s over 30 days ! CAB have confirmed this is against the consumer rights act . The customer service was an absolute disgrace . The manager who kept me on hold for over 2 hours in total at one point told me to remain “ professional “ and mocked me ! They told me I should have opened it and they would have expected me to have returned within 5 days. They also said they send items out in good faith expecting them to be satisfactory, it’s my fault I didn’t see it wasn’t . I asked if they open items they are supplied before sending them to paying customers and they said no . So I’m expected to open a present before I give it but they don’t feel they should check their stock before they sell it ! I can not believe such a trusted retailer has gone so far down hill. My son is devastated and I have been in tears . It’s illegal !!

I waited over a month for a footstool I'd ordered to be delivered. I was told I'd be texted the night before delivery and contacted on the day of delivery, but no-one texted or contacted me. The footstool was delivered yesterday, and luckily I happened to be at home. I opened the large package and saw that the footstool they'd sent is the wrong colour, not the colour I ordered. I rang John Lewis Customer Services to try and find out what had happened and I was told my delivery had been cancelled, although I'd explained I'd received it and it was the wrong item. I was then told I'd ordered 2 footstools, but I hadn't. The issue of the wrong item being sent wasn't addressed at all. She put my call on hold for a while, and then told me someone would ring me back. No-one rang me back. I rang again today and explained again what the problem was. The Customer Services representative sounded disinterested and slightly irritated. I asked where I could find the online form so that I could attach a photo to show what the problem was, but she didn't respond to that. I was hoping for some sort of explanation and a bit of empathy, have the right piece of (expensive) furniture sent to me that I'd ordered weeks ago, and perhaps also an apology. Instead of any of this, the call was cut off. John Lewis Customer Services staff used to be very helpful. Outsourcing it to people thousands of miles away who have minimal training, little knowledge of the products John Lewis sells, and no understanding of UK consumer law might have the John Lewis accountants cheering at all the savings they're making, but customers are far from cheering the huge drop in service quality. Getting our trust, and custom, back again after this debacle is likely to be an uphill struggle for John Lewis.

Just like everyone else…..can’t understand what’s happened to JL
Have had the ‘we attempted to deliver your order’ twice now. Today the house was occupied all day and there was a safe space logged for the delivery as well. Apparently they couldn’t manage.
So tried customer services. Have now been cut off twice by second language speakers who didn’t seem to understand that I wanted to know where my delivery was or explain why they claimed it couldn’t be delivered because there was no one home. For goodness sake it’s a lamp - how hard can it be to deliver it? Really?
Last attempt tomorrow apparently…..

I have always thought that the John Lewis customer service was excellent.
They have now moved to South Africa and that is big mistake.
Customer service is now appalling.

I have just spent 33 minutes on the phone with customer service. All I wanted was details of an order placed in 2023. The operator was incredibly unhelpful, kept telling me I can not help you without an order number. After being constantly put on hold and asked for my details numerous times, she eventually found them. An AI bot would have been more helpful! John Lewis has always prided itself on customer service; perhaps it should extend this to its call centre in South Africa!

Customer service is now awful since they outsourced it earlier this year. For a company that prided themselves on customer service, this is unacceptable. This was the only reason they could charge more for their products. Please bring it back in house.

Absolutely awful customer service. Weekend away and saw a mirror in a store which I decided I would order online once home. It was out of stock so messaged via website to ask if it could be sent to my local store. They said no as I was likely to be on display only so I would need to speak to store. I called the central line to ask if they could ask the store to save it and then I would travel over an hour to buy it. They said they couldn’t get in touch with the store. I’ve tried Twitter and Instagram and also emailed customer service. No reply from all 3. All I want to do it buy a mirror and not travel all that way to see it has been sold.

Wow - such a poor customer service setup. Saw a John Lewis brand combi oven on the website, but the product info was incomplete (no air-fryer or oven temperatures). Customer services could not find the info, but said the stores might know, BUT, she wasn't allowed to call a store to find out and amazingly,neither could I.

I tried to complain through the complaints number - forget that - just goes back to the same call centre. I thought I'd email but the drop-down menu had no relevant topic. My impression - John Lewis is on the slide, big time. I won't shop with them again.

Why doesn't John Lewis respond to complaints?
Unbelievable, no reply, no acknowledgement at all and definitely no way to resolve it.

Ordered a Panasonic TV FROM John Lewis which wouldn’t connect to some of the pre-loaded Apps. The response from customer services was the software was not their problem and must be our internet connection. This seemed odd as all the Apps work on our old TV.
After resetting back to the factory default five or six times we finally got an engineer out to look at it, diagnosed a faulty circuit board and informed it was a known fault and would order parts.
The parts were not available so were offered another TV which we declined only to be told we had to return it to John Lewis although we had paid for delivery and set up. Eventually they picked it up.
Bought another brand from AO which works fine. John Lewis - never again!