Johnlewispartnership Reviews 

Ordered a £1400 American fridge freezer. Told they would request payment when the fridge was received from the manufacturer. When it was delivered I realised I hadn’t paid for it. It then took over 4 weeks for JL staff to create the paperwork to accept payment. When making the payment with a JL credit card, the request was flagged as fraudulent and my card was blocked. Had to get JL Finance to unblock it 3 times. The order didn’t appear in my online account and I had no guarantee and it took 10 hours spread over 4 weeks of talking to an overseas customer care service to resolve it. It is very embarrassing to have to ask people to repeat what they’ve said 4or 5 times. Simply terrible and incompetent. I won’t buy further from John Lewis.

It’s been ONE WEEK since I’ve been trying to get information about my iron and I still have NOTHING. ZERO. Nobody seems to know anything, everyone acts like it’s their first day there. On top of that, the communication is terrible: they donmt speak english, their accent is terrible!! I can barely understand the customer support because the company hires people who clearly aren’t trained to speak clear, understandable English. English isn’t even my first language but I can speak clear and good to not be asked: sorry what you said every 2 seconds as I did calling you!!!

Ordered a parcel on Monday to be delivered to a Waitrose store for collection on Saturday. Drove 15 miles to pick up only to be told that 'Saturday' actually means after 4pm on Saturday! About 5pm got a text that parcel was ready. This morning got another text that parcel was lost or damaged. Called Custormer Service and after 10min chasing around they said they didnt know the status of the parcel and I needed to go to the store to find out if it was there! Another 30min round trip and fortunately it was there but what a shambles

Told my Click & Collect order was ready for collection.Travelled 8 miles to nearest store due to the fact Royal Mail Post Offices do not accept parcels that contain Christmas Crackers……..Ludicrous I think how do they know what’s in the very many parcels they accept.My order of 4 items were packed into three parcels.One seemed a bit heavy for what should have been in it.So opened it.I was correct it was not an item I had ordered.Went back to the in store Click and Collect with the item and the invoice enclosed with it ,which had all the customers details on ( Data Breach I would say ).Informed the member if staff of what had happened and asked if my items may be in another parcel.They confirm there was no other parcel for me and they would refund the missing items.I asked could they not reorder and send them to me. No they replied they are now out of stock……as you would imagine I am not at all happy with the situation.I asked to speak to a Manager who was as helpful as he could be given the circumstances and offered to refund my travel cost ( I declined his offer )
Explaining I was very concerned my information had been put in with my missing items which clearly had been sent to someone else.The Manager raised a case on line and said I would hear the next day by 17.00.I never heard and was not contacted by JL.Yet when I look in my JL account Cases it’s states they had contacted me.So by now I am so angry that I have been put in this situation,I decide to escalate the matter.I received email today from JL Customer Service saying how sorry they were and that the situation was a simple case of human error that was responsible and offered me £10 gift card for my trouble……You might well I imagine my thoughts on that…..I refused their offer and insisted it needs to escalated …due to the possible Data Breach alone……..Just looked at my cases again on JL and the comment Customer Contacted has now been removed……Just as well I took a screen shot of it…now waiting to hear from JL by 20.00.

Ordered a washing machine price included installation
When fitters arrived they couldn’t turn off the cold water filter so turned off stopcock
Fitter then decided he couldn’t fit the new machine
He left stopcockturned off
Old machine in middle of the floor with new machine in front of that
I spent day without water so couldn’t flush toilet
Now need a new stopcock as fitter broke the existing one
When they arrived I had water and a very old washing machine that still worked
When they left I had no water a leaking stopcock and two washing machines that do not work
Customer service awful 32 minute call no resolve .
If you could issue minus stars I would

I HAVE USED JOHN LEWIS SHOPS FOR 40 YEARS , THE WEB SITE FOR AT LEAST 25,THE WEB SITE CUSTOMER SERVICE USE TO BE EXCELLENT, NO LONGER, ITS APPALLING I WILL NEVER BUY ANYTHING FROM THE JOHN LEWIS WEB SITE AGAIN , THE CALL CENTRE IS TERRIBLE 1/10

This is a review for Seth in Customer Service. She went above and beyond to ensure my daughter received her gift which had been delivered to Middleton Post Office and which they refused to release. Seth is the gold standard that all customer service should be judged against. I hope she gets the recognition she deserves. Thank you from Carole and Rebecca

Worst customer service in the world. I would strongly advise if for whatever reason you choose to order from John Lewis online, do it on your credit card so you can chargeback. The customer services have outsourced to South Africa with seemingly no staff training or competence whatsoever. I’d been sent completely the wrong item and refused a refund until I had to go out of my way to print (as I don’t own one) and ship a very large package back to them at my own expense. Furthermore, I was told I was not allowed to be refunded until the other item was returned and it would take 14 days from the date they received their return. Upon asking to speak to a manager numerous times I was passed from agent to agent of which all lied about actually being a manager. After spending over an hour on the phone being left on hold for 20 plus minutes at a time they had arranged for a courier to come and collect the item, to the wrong address… Nobody was any help whatsoever and if I have the misfortune of having to purchase from John Lewis again, I will instruct my credit card company to chargeback the cost instead of waiting over a month for a large amount of money to be returned to me. I have been offered no apologies or compensation. Do not use.

Very upsetting experience. They sent me the wrong order and are saying I have to wait 14 days for a refund. I can hear staff laughing in the background of the customer service team. Had to call back multiple times, left waiting on hold for too long. Even the manager has refused to go out the way to resolve the problem.

If I could give John Lewis 0 I would.Really not impressed would not use J L online again terrible service , 2 duvet covers ordered both went missing all I want is my money back I have had to 2 do all the running ,3 phone calls and a WhatsApp chat still no money they give it all the chat but don’t back it up .Really disappointed with John Lewis

Ordered item from John Lewis click and collect, email received stating collection next day but will receive a confirmation. Received nothing until late in day stating item lost or damaged and given customer service number. I had trouble understanding the persons accent and was confused when she wanted my phone number to ring me if the call got cut off( a bit bizarre) I declined and then had a long wait why she looked up the order,she actually said sorry our computers are very slow. She then reordered the lost/damaged item. I’m now expecting another email tomorrow repeating the same lost/damaged story as this is the exact same scenario I had a year ago when they lost the last item I’d ordered from them.
A joke of a company with awful customer service and I won’t be ordering from them again.

I have been forced to file a county court claim - the customer service seems to be in South Africa. I have had to contact them 4 times - each time is significantly more difficult to get a straight answer they just pawn you off.

Absolutely unacceptable - I have been using john lewis for years as pretty much my go to shop - especially at Christmas
I am autistic and John Lewis really really really does not care.

When I had an issue applying a “My John Lewis” reward to an online order I contacted customer services. They seem to be based overseas. I dealt with 3 individuals over 2 days.
There was a real language barrier. I could barely understand what they were saying.I was given incorrect information on every occasion.
I eventually gave up and traveled to the local Southampton store. “Click and Collect” promptly corrected their mistake and apologised.
I went up to the top floor and spoke with a young lady in the store’s customer services. Sadly she appeared completely disinterested. She said that they were always getting complaints about the overseas customer services and that this was unlikely to change. She took no details about me or my experience.
Totally lacking in empathy and professionalism.
Wake up Jon Lewis, you will lose credibility if this persists!!

Terrible terrible customer service 3 of 6 framed wall prints damage faulty. Off shore customer service centre has me going round in circles. I feel helpless, so upsetting I can not speak anyone in the UK who can take ownership of my issue. Completely lost!!!

The item delivered to me for my recent order is not the products I ordered. I contacted them to get them to collect the wrong item they sent to me and at the same time to send me what I actually ordered.

After an hour on the phone, I was guided to go on to their website so I could upload a picture of the wrong item delivered.

Then while they can send me a label for the returned parcel, I was not told when they will come to collect. Then I was told they will not send me the products that I acutally ordered until the wrong item is collected and returned to their depot.

It makes out like my fault particularly they have alredy taken money from my account.

I tried to ask them to pass me to someone who can have authority to do a straight swap but I was not allowed.

So I can echo other reviews of very poor JOHN LEWIS customer service.

Appalling customer service. Been waiting 2 months for a refund and still not received it. Now they are ignoring my emails. Will have to go through small claims court to get my money back.

If I could do less than 1, I would. They have cancelled a delivery of a washing machine twice now. The first time they drove down our road, couldn't see an obvious place to park so drove off and called to say I'd need to reschedule. I had run out of the house ready to help them find a place to park but they'd gone. Then today when they were due to deliver I get a message they can't due to illness and now I am having to wait in all day tomorrow. The problem of not finding a parking space may still be an issue as I live on a street of terraced houses with many parked cars. This must be an issue in many places for delivery drivers. John Lewis need to find a solution to this as all the other delivery drivers do. It's really poor service.

John Lewis customer " service" is ABYSMAL. Whilst wanting to purchase a range cooker the only way to order if installation and removal is needed is to call the
" customer services" .After a 20 min call to order the cooker and installation.( Mainly because of language difficulties) I was told that removal could be arranged but installation had to be direct with the delivery service who would contact me. After several days of silence from John Lewis . No confirmation of the order had been received. I telephoned cutomer service again to request proof of purchase.No language problem this time. ( the money for cooker plus removal had been debited from my account) John Lewis then said they could find no trace of the order and that I should dispute the payment with my bank! However before I could action this within 5 mins I received a text from a delivery company confirming delivery for 17th Nov. As per instruction I contacted the firm to arrange installation to be told that this was impossible as it had to be arranged at point of order.
Reluctantly I accepted this .I also escalated the complaint with John Lewis via WatsApp option. This was 4 days ago as yet no response. The cooker did arrive BUT John Lewis although taking the money for removal did NOT arrange removal. Now stuck with 2 cookers .Also not able to claim £100 cash back from Belling because I have no proof of purchase.
Come on John Lewis get your act together...Ensure that your employees are able to give the service you used to be admired for.

really rude unhelpful Ineffective customer services
Patronising! i asked for help with an order i was still waiting for - and paid for- and i was made to feel like it was my issue and i should try to contact the manufacturer. Treated with indifference
Honestly shocked by the experience and it has made me reconsider using john lewis

My order was placed a week ago and has not been sent to the courier company, there is no other information in the tracking. I tried to use the JL customer services bot which failed to be helpful, I emailed the customer service email to receive a reply saying I have to wait up to 48hrs for a response. I cannot find a functioning customer services phone number any where . What has happened to John Lewis? The customer service has gone from outstanding to appalling. It’s really sad but having been a loyal customer for decades I am losing trust in the company and will think twice before ordering now.