Johnlewispartnership Reviews 

Even the staff in Waitrose, where I was wrongly told by John Lewis Customer Service that I could return my item, think the service is awful. John Lewis used to be reliable. After my most recent experience, which includes me being sent someone else’s personal information and incompetent, rude and hopeless customer service, I won’t buy from them again.

i would like to thank Sharnade at customer services at John lewis for her understanding and her kind manner, i felt listened to and she resolved the problem with great care. Thankyou again Sharnade for making me want to shop at john lewis again.

I always had positive experiences with JL in the past from the quality of goods to the customer service. However, I tried to purchase a fridge freezer over the phone, as the website specified this was necessary to arrange collection of our old one. The person on the phone kept going silent on me, saying they were trying to upload my details and eventually admitted they were having "technical problems". When the line had been silent for nearly 10 minutes I asked if there was anyone there... there was no answer. I had spent a total of 20 minutes on the line, getting nowhere. They had taken my number, but did not call me back. I tried calling them again later the same day to be told the item I wanted was now out of stock. It was clearly in stock when I called earlier in the day, so this was incredibly frustrating.

John Lewis customer service and technical support are appalling. I have made four long calls to establish that an item under guarantee doesn't work. They are apparently unable to honour the guarantee they provided by repairing the item which is a lighted wall mirror and want me to return it to them before giving a refund. This requires the services of an electrician which they will not provide. I have spent hours on the phone with no response and they refuse to ring me back. I have never experienced such terrible customer service and despair of John Lewis.

Online items already a few days late.
Saturday - received an email that both orders had been damaged or lost in transit, call for a replacement or refund.
Sunday - the advisor I spoke to said the refund system is down! Try again Monday.
Monday - unbelievably condescending advisor then said both orders had been delivered after all but that I wouldn't get a 'delivery is ready for collection' message due to being marked damaged or lost.
I'm not a mind reader.
I requested a refund as I ended up purchasing alternative gifts.
Apparently this was not possible as the goods were in store awaiting collection.
The advisor was utterly useless, going in circles throughout and has successfully put me off purchasing from John Lewis online ever again.
Overall, the John Lewis experience has deteriorated rapidly over the last few years.

I put in a lot of time and effort trying to find out why what should have been a straightforward transaction online went wrong. I checked my bank, all potential Paypal issues, no issues found. So I turned back to John Lewis for help. How much effort did they put in? None. None at all. They made trying to get them to help as frustrating as possible including a useless phone call which was never answered but cost me to make. If this is the level of service they call 'delightful', they can keep their goods and their so-called service. I've emailed their DPO to delete my account because it's been impossible to find out how to delete it myself. From my experience, there is no customer service available online from John Lewis.

It’s been the most remarkably inept experience to try and buy a product from a retailer. Customer service based in South Africa and routinely cut off calls. Order has been in stock and out of stock multiple times, twice when we’ve been asked to travel to store. All a mess. Unfortunately purchasing with a gift card so no alternative but to try and persevere.

Zero stars if it was possible
They received my return 12th dec and I’ve still no refund despite several attempts at trying to resolve this
Thought John Lewis was a reputable company but having customer services abroad simply just doesn’t work, disappointing, disgusting customer services

Not impressed. I Ordered a gift to be delivered on 27th December. I paid the nominated day delivery fee of £7.95 and it was supposed to be delivered between 8am-8pm, but it wasn’t.

Tracking showed the package had not been fully processed or left the John Lewis warehouse. I contacted John Lewis for a refund of the delivery and only received a e-gift card as ‘a goodwill gesture’.

I paid for a specific service which was not provided and I expect the money back in the same tender I paid.

I will not be shopping with John Lewis.com again. Poor customer service and frankly not good enough.

I visited John Lewis at High Wycombe on 21st December. I knew what I was looking for and quickly found it, (a cashmere cardigan). I noticed that all the cardgans had a reduced ticket except the one in my size. A very helpful member of staff soon verified that the item I wanted was also reduced in price. 5*service! I then went to pay . I wanted to use a gift card I'd been given for my birthday as part of the payment. The colleague serving me was unable to process the payment and another colleague immediately stepped in to help. There was still a problem so a third colleague came and took over and moved me to another till where the card was immediately accepted and the transaction completed. I was really impressed with the patience, effort and'can do' attitude of the staff. The store was very busy yet they still took the time to be helpful and positive. Brilliant!

My JL account was scammed when I rang to report spoke to a woman who I could hardly understand who obviously didn’t know what she was doing feel sure she was working from home as constantly interrupted by possibly children, rang again later same day this time spoke to a Lauren who could find no record of my earlier call which she did inform fraud dept. What had happened was that the fraudster had got into my account changed my email address, phone no and ordered a PlayStation 389.00 which fortunately I was able to cancel only because my bank sent me an alert. I complained to their head office asking why he was so easy to change my email without verifying it with me and was fobbed off telling me that their customers like to change their emails immediately so they can place orders straightaway I have now closed my JL account. I can remember when their service was second to none not any more completely gone down the pan

Brought an item online on 19th December. States on JL website any orders done on 19th with standard delivery will get before or on the 24/12/25. Still no tracking number for my online order it's now 22nd December. Contacted the customer service and they said delivery time is within 3 weeks which is the opposite of what the JL website states so is totally misleading information. Customer Service unhelpful as they could not give me any delivery details or date for delivery as my order was with an external distributor. So my call to the customer service was a complete waste of time. Would avoid buying online from JL in future as seems to have gone downhill massively and customer service is useless and unable to resolve or give the most basic information. AVOID!

Very poor sales/customer service in men’s shoe department, Nottingham store. I was there for over 20 minutes with father trying on slippers and no-one came to ask us (or other customers) how we were getting on. Like being in a self-service store…is that what John Lewis want to be? Left without purchasing.

Inflexible, unhelpful staff on the phone, and disinterested, detached staff in store. This isn't how to be a good retailer.

Had to phone JL customer service about a return and refund. Very difficult to understand what staff were saying, heavy accents and poor pronunciation made communication very difficult. Failure of first person I dealt with on the phone to properly brief someone I was transferred to turned what should have been a 10 min call or less into 58 minutes. Second person didn't listen properly and missed opportunities to sort out the confusion at an early stage.

I ordered children’s boots price £40. 00 and was sent two left feet and different sizes. The boots went up in price to £50. 00 I used customer service chat who advised I could send boots back but they were unable to replace as non in stock, which was not true as I later found out they were in stock . I sent an e-mail I asked for a replacement the e-mail stated that if I re ordered they would refund the difference plus postage. I was told to get back in touch if I wanted to action this. I did but no response. I rang the help line , I was very nice and polite all seemed to be going well then they put the phone down on me . I rang again different person who just said I can’t do that call was ended. I escalated problem via e mail after lots of stress and frustration I thought it was sorted so I reordered at higher price and they offered me a goodwill voucher to spend in John Lewis!!!!
I never want to spend another penny in the store . Appalling customer care .

I echo what everyone else has said below. I ordered 2 double beds on 17 November with expected delivery in 2 weeks - so plenty of time for my boys for Christmas you would think. I phoned customer services after a week and was assured they would be available for delivery from 8 December. The evening of 7 December I received an email stating delivery was delayed, no update of time. I phoned customer services again to be told to phone back in another 2 days. This pattern went on and each time I was told that they couldn’t give me any more information. I am South African and even I had trouble understanding some of the accents of the customer service staff. Eventually I got informed that the items were in stock but, you guessed it, to phone back in 2 days as the system had not updated.i phoned back in 2 days to be told - the system had not updated and the items were not in stock - aaaargh. I have gone through the formal complaints process and escalated this as my complaint was not answered. I am now awaiting a phone call from JL tomorrow (16 Dec)in which apparently my delivery question will be answered. I actually give up. This company is appalling. I have never come across such shoddy, poor service before. I’ve been a loyal customer for nearly 20 years but this is the last time I would ever purchase anything more substantial than a sock from them

What a lovely experience in John Lewis today , dog friendly so we were able to take our little well behaved dog with us , we shopped until we dropped , staff were lovely , made a fuss of the dog , thankyou everyone , we got so many lovely things for gifts and things for us, it was so helpful being able to bring the dog we could spend so much longer looking round .

Ive been a regular shopper with John Lewis for over 30 years, primarily in the stores but more recently mostly on- line.
I still love the products and the range of goods JL offers, but when help is needed from Customer Services Telephone Service, the service is now appalling. Long waits on the phone, agents who sound African-not a problem in itself- but the reality is getting them to understand what your problem/ issue is- and then trying to establish an answer or next steps- is just a nightmare. I can't understand why an iconic name like John Lewis would outsource such an an important aspect of their
business to a far away place where the language difficulties make even the simplest question, such a torturous experience for the customer.
Extremely disappointing service

I’ve only tried twice to return big ticket items and on both occasions have been met with rude and unhelpful staff both in store (Nottingham) and on the phone. It’s even worse that the hold message tells me how it likes to delight its customers. I am not delighted! Will shop elsewhere and happy to pay more if the service is better.