Mixed Reviews for John Lewis Customer Service

I used to buy all my large kitchen appliances from John Lewis but never will again!!! A catalogue of disasters from start to finish and no comeback. Be warned!!!!

pillow cases arrived as expected, good service and fast delivery!

Recently purchased an Ease armchair on line, after 1 months use the'cushion' - foam in the seat and lower back lost their shape and the chair has become uncomforatble to sit on,and the exterior material has become loose and ill fitting. Technicain stated he could not resolve due to the design of the chair - was unable to gain access to fit more foam??John Lewis response after sending a 'technician' is it's normal wear and tear!completely ridiculous! CANNOT RECOMMEND.Delivered 15th June - away on holiday from 17th June until 10th July - lost shape by early August.................................................................update 07/09/23latest contact was to reaffirm their report, it's wear & tear!and not a product issue but a comfort issue!unable to add images, though have added images to the product review on the john lewis website

we bought a fridge frizer and washer dryer. washer dryer is faulty. When i called John lewis customer services they told me that i need to talk with OEM which is Bosch. Literally, we cannot use it and still awaiting feedback from Bosch. I don't understand that how come a brand new machine cannot work and I have to wait an engineer to come and fix the machine. very poor service!

Always great to buy from John Lewis, however the Dyson Cool Auto React Purifying Fan I purchased was very misleading as it doesnt say that it is not wifi enablled.Unfortunatey after I openned the box I threw away the box so the product could not be returned.

First time ever have I had to write a negative review about John Lewis So I have an email to say that my mattress top had been recalledAs I am not near a Jl I arranged for them to collect it. I asked if they were going to refund my original postage and she said no, u received the goods and it’s only the item that has been recalled. Seems a bit unfairYour message back to me seems to indicate that you have missed my point completely!! I understand that item had been recalled and for a very good reasonMy point is that you are NOT refunding my original postage that I paid to get my item delivered which I think is unfair and do not understand the reasoning behind this.

Ordered on Saturday, product arrived in store on Sunday. Polite and efficient staff. John Lewis stand out as they are one of the few companies left in Britain who still care about their customers and customer service.

Happy with the wardrobe I purchased - assembly was done fairly quickly and the aftercare service when a small fault arose was good.

Purchased a laptop in July as a gift. Mid August it stops working. Return under the 2-year guarantee. Have to chase them for an update, and am told they have no idea what's wrong with it. Next day I get an email saying there is evidence of accidental damage, however they fail to provide a report detailing what exactly this is. They do however demand more money from me to fix it. Called to get the report - and of course the call operative doesn't have access to it, but they are, yes, you guessed, happy to take my payment. Complete lack of transparency, and the operative actually told me that they don't supply the engineer report. Which is alarming to think of how many people have been ripped off in this way. If you offer a guarantee - honour it, don't try to con honest, hardworking customers by extorting them for more money. How these people sleep at night is beyond me. That said, the engineer who contacted me definitely could do with a bit more shut eye - given they want me to respond to them before May 2023. Fyi - that's long gone. If you can't work out the date - are you really capable of assessing a laptop?! Completely dishonest behaviour, topped off with the worst customer service I have ever experienced.

Really helpful staff on hand to help and give advice when needed. Love shopping in John Lewis!

Having moved into our new home two weeks ago, we’ve bought several items from John Lewis, some of them high value, and had them delivered.On Monday evening we had an expensive new TV and a separate stand worth £300 (with an additional building fee of £70) delivered.Roughly a third of the way through building the stand, the fitters found that it had a manufacturing fault and so it had to be returned.This stand was then out of stock, so we opted for a refund of the price and the cost of installation.This afternoon, we’ve had a £350 coffee table delivered (with an additional £20 building fee on top) and guess what??… yes, it also had a manufacturing error and has had to be returned!This is very poor show John Lewis, and has really inconvenienced us, I suggest you are buying goods from suppliers who are not up to your expected high standards.I’m sorry, but our belief that your goods are top quality has been really shaken. This is the kind of shoddy build quality I’d expect from a budget furniture store or (dare I say it?) IKEA!!We’ll be shopping elsewhere for the rest of our furniture!

Bought a washing machine online and it was quite straightforward and very easy to find what I was looking for as the website was well laid out. Very impressed with the after sales communications and reliable delivery. Even although I gave my mobile number incorrectly therefore the delivery men couldn’t alert me that they were minutes away but they still arrived in the time stated. Both gents were polite and friendly. The gent who actually installed the machine was extremely pleasant and he explained everything we needed to know. He also made sure he left no mess or any litter behind. Unfortunately I didn’t get his name but he is an asset to your store with his excellent customer care and service. MANY THANKS

Delivery was not made. Not John Lewis fault but the supplier using an unreliable delivery service. Resolved quickly by John Lewis support desk and the supplier

Great trusted service and Customer support

Purchased a very expensive Fridge freezer from John Lewis which completely failed just after 2 years. Repairs company have written off. Getting any response from John Lewis has taken numerous 50mins calls and we still do have a resolution or any response to complaint. Was told several times a response would be received in 24/48 hours but nothing. Still chasing and waiting. No fridge or freezer in the home and we have children, plus we have lost weeks of time and a whole load of food. By the way the email address to complain to on the website just gives you a bounce back to say that it is no longer in use so don't bother using that! Twice I have phoned John Lewis and asked to log a complaint about the lack of customer care but twice been told I wasn't able to and if they did no one would respond as it is a technical matter. Finally logged a complaint but over 48 hours and still nothing. Please do not buy from this company if you think the customer service is worth the extra! It will drive you in sane. Never again !!!

Awful customer service. My Apple Airpods broke just after the warranty expired and having attempted repair with Apple, they advised me to pursue with John Lewis under the Consumer Rights Act as I have a valid case. I did so and John Lewis proceeded to send me round the houses to discuss the matter given it was purchased by a family member as a gift - I had to get authentication from them which involved them having to ring up. I'm then spelled out no less that 3 times exactly what report I needed to have to have a valid CRA claim. Off back to the Apple Store I go at my own cost and inconvenience to get said report - at which point the technician confirms the issue, provides the exact report and explains that if I had purchased direct from Apple they would exchange them then and there free of charge...I send the report back to JL as requested at which point they tell me not only are the legal team only available to discuss this between the unhelpful hours of 9-5.30, but I am also not authorised to deal with said legal team under any circumstances despite the Airpods being registered to me. Hence I have to fully brief and drag my family member into the conversation, at which point they have to ring the JL centre twice to discuss the case, further wasting everyone elses time and energy.Then the legal team tell us that despite me having the exact report JL customer services told me I needed for this, the information given by the representative was wrong (yes really, the information they gave me three times) and that they would be rejecting the case. After 5 days going round the houses trekking all over the place to try and get this sorted.Absolutely shocking service not only to completely waste my time and money, but also my family member's and then to clearly not offer to fulfill their duty regarding CRA as other providers would have done.Lesson learned - do not buy branded products from JL, buy from the brands direct. Was previously an advocate of JL but you really see a brands true colours when things go wrong.Very disappointed and frustrated and would like this formal complaint to be investigated thoroughly and resolved.To top it off, conversations being cut off, not one single review request in all the many conversations to share my experience of the customer service - says it all really...

The most appalling customer service I have ever received. It's not even close. John Lewis delivered & installed a washing machine that flooded and damaged my property & the property below. John Lewis have failed to take any responsibility. MONTHS later I still have a non-working washing machine, water-logged floor, and no compensation or action from JL.

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My parcel was late arriving the lady I spoke to was very pleasant and helpful that always goes a long way.

Cardiff store staff, women’s fashion and Charlotte tilbury station staff this morning. We’re amazing helping me select gifts for my girls.

Shocking shocking service. Placed an order on Sat for delivery Monday. No contact from John Lewis to say you weren't fulfilling the order. Then told to cancel the order and place again and spend 1 hour on web chat and over an hour on the phone checking delivery would happen. They assured they would fulfil the order. I reached out today to find out yet again, they won't fulfil. No payment issue as the bank confirms the payment is approved and ready to be taken. Where has your customer service gone? Can you not tell the truth? Are you no longer interested in customers?21:22 Update,Dave, your customer service team have been in contact but you have some serious process issues which need resolving. Three conversations this evening since your response and no one can tell me when my order will be packed, shipped & delivered. Thanks for taking the money from my bank account.... I wonder how many other people this affects?

awfulPayment for a laptop went through our end- proof available John lewis lost payment their endhours of phone to thempromises of return phone calls failedrefusal to let me speak to a manager tried to contact head office - blocked by customer care staff, email address doesnt work - will attempt letterJohn lewis say cancel order and start again- but im worried wont refund - because JL said they didn’t receive it in the first place Lost total faith in John Lewis , staff and systems

Arrived next day well packed gift for a friend who loved it many thanks !

Unfortunately you cannot leave less than one star. Service is not a word or action that JL seem to understand or acknowledge. We have a Semens dishwasher which developed a major fault. Seimens were marvellous with there customer service. The engineer said it was such a major fault that he would recommed a replacement.It would mean having two engineers strip down the machine to its bare bones all in our tiny kitchen.JL were given the ok by Seimens to provide an exchange or a refund.Only in nobody seemed to follow this instruction .Even though they had been offered a credit so it was not going to cost JL a thing . However 3 weeks later and after 3 visits in store 12 phone calls endless emails some of which were made during our summer holidays (from Turkey it is costly) Nobody calls you back and no one lives up to their promises. Further more they do not care even when you are disabled . They promised to reimburse us for our out of pocket expenses. Parking,phone calls, but nothing is forth coming. They are the most despicable company that I have ever had to deal with. I will never purchase anything again from them they are not worth the frustration and upset.

- Had a table arrive extensively damaged - Called and was advised table was out of stock and to call back 6 weeks later - Called back 6 weeks later and was told to I'd receive a call back the following day - Didn't receive a call back so phoned myself and was told to call back- Called back and was able to have exchange confirmed- Received call to advise driver en route a week early so hurried home to be there - Staff showed up to collect table without replacement - Called to advise and was told I should escalate a complaint once table replacement complete and I would receive a good will gesture- Replacement table was finally given - Called to escalate complaint and was told that the collection and assembly of my new table (which only had to be assembled because the previous one was damaged) constituted good will and they would not give a good will gesture- Had to make 12 separate calls, rushed home for a delivery with no delivery and wait over 8 weeks for a table, caused me to completely re-evaluate my opinion of john lewis customer service.

prompt service.

We were given £100 card for our wedding. Card purchased in Feb 21. Wedding date cancelled due to covid, then we had trouble moving house. Trying to cash John Lewis card today but it has expired as over for 2 years. If we had logged in to check in the 2 year period it would have reset the clock but we didn't know that. Feels like daylight robbery.UPDATE - spent ages on chat going round in circles. Then was hung up on despite being polite. Finally spoke to a helpful human in Gift Card Query department (03301234024) who sorted it straight away. Just needed to be able to speak to a person. Apparently the WhatsApp group etc do not even deal with gift cards although that is where I was sent originally.

A quality product with great service. I am never disappointed with a John Lewis purchase.

Our freezer was delivered in good time and handled in a professional and friendly manner. Everything left in good order and handled speedily

I recently went to John Lewis in Kingston Looking for an air purifier so I could actually see & touch the stock they had available Soooo nice to be met by smiling & polite meeter greeter SimonWho guided me to the appropriate department There I met both Matt & KateWho met me with class customer service Professional happy & polite Since that occasionI’ve returned to John Lewis for more home wares & again met Simon & Matt who are so helpful Maybe I could save a pound or twoShopping with online services without experiencing their choices of goods there and then Though John Lewis human touch outstanding customer services win me over every time Thanks Team

I have had a very bad experience with the customer services team. They need training in, firstly, providing contact information of relevant departments and, secondly, dealing with any consumer law related issues.My laptop suddenly, with hardly any use, switched off completely. I was told that the repairs costs would be excessive. My laptop is only 3 years old and only really been used frequently for its first year. As a consumer, I have the right to have a product which is fit for purpose. I initially went into the John Lewis store on 02/09/2023 which only gave me a tech support and customer services number. They said they are completed separate from the head office. I then called that same day and the telephone attendant was relatively helpful, he asked for a quote from Apple for the repairs cost. I was able to email this to him. He said he will try to email their legal team to deal with this but their legal team does not work on weekends and he said he could not simply leave them a message to look at on Monday. I was told to call again on Monday.I called again on Monday. I explained the issue and the first attendant could not explain their response clearly so I asked for someone more senior, she said yes but then hang up on me. Throughout this call, I was on hold for around 20 min. I then called again and reached another attendant who said that consumer laws do not apply to me because I need to pay for the first repair myself. I was not given a postal address, an email nor a phone number to any other related department upon request. I was told they could not even email me this conversations' written confirmation or anything quite frankly. I then asked for where they got this rule that I had to pay for the first repair. They could not respond to this. They said go to the citizens advice bureau. I asked for the attendant to send an internal message to the legal team and asked if I could trust him to do that. He was meant to send 2 sentences. He said I had to stay on hold for him to do that. I told him I had a meeting at work and could only wait so long. I was on hold for 15 min and left my phone on hold at my desk as I was went on with work. He was not capable of sending a 2 line email without me being on hold and within a minute or so apparently. This particular call lasted around 40 min in total. Throughout all correspondence, they maintained that my warranty of 2 years was expired so they could not help. I had to keep referring to my rights as a consumer. They found it very difficult to appreciate this. They kept changing their responses essentially as to why they could not pay for the repairs of a laptop which had a faulty design issue clearly caused by the product. I did not sign an agreement with John Lewis by paying for this laptop with the knowledge that my laptop would randomly break down after 3 years. This is not what I paid for nor agreed to.

Just as an update to my 1 star review on John Lewis last week (and John Lewis's subsequent comment) - this is part of the email response I received yesterday from John Lewis: "...we made contact to notify you where the order had been delivered within the quoted delivery lead time (5 days). From our notes, it shows you made initial contact on Saturday 9th August and we then followed this up less than 24 hours later to provide an update, however we were unfortunately not able to reach you at the time...." - Saturday 9th August is not actually a date this year but note, you were unable to contact me as I was where I said I would be - on holiday! When I spoke to your despatch team initially they said "do you know how long DHL take to answer a phone", which isn't to be fair my issue, and I think it was reasonable of me to expect you to know where my order had been delivered to. But in addition to the other points you raise in your email where you acknowledge I didn't receive the correct notifications on my delivery, the comment I've copied and pasted into this review seems to suggest that the two working days you took to get back to me to tell me where DHL had delivered the parcel to was acceptable as you could tell me within five working days of my overall order placement where my order was. This would imply that you think it's acceptable to deliver my parcel after three days and then take another two working days to actually tell me where it is (for reference, I live at number 18 and it was delivered I think to number 54 - so not even a close neighbour). What I actually did, was take the photo DHL sent to me and walk up and down my road looking for a door and doormat that resembled the photo. Is that good service? Separately, please privately message me with the number of someone of managerial level who I can speak to regarding this as well as the laptop fiasco (which included me buying a broken laptop and the subsequent bad service I then experienced in Stratford Westfield). All of what I'm typing can be proven - nothing is defamatory, but sadly, I think that putting this info in the public realm is the only way to improve service.

I bought a £4000 75 inch 8k Samsung TV less than two years ago in November of 2021. I paid for John Lewis 5 year cover at the same time which stated if any fault occured they would repair the TV and if they couldn't they would replace with the nearest equivalent or the selling cost. I reported the TV faulty in Jun 2023, after the team took two months to replace the TV screen they brought it back with lots of damages and then the TV completely stopped working a month after that. They explained they couldn't repair it so they offered me a 75 inch 4k Sony TV or £3500 to buy a different TV. This is not the nearest equivalent specification as it's 4k not 8k and they have two 75 inch 8k Samsung's on their website, granted a little more expensive than mine, I said I was willing to pay the difference. I have requested that they give me the selling cost of my TV, an extra £500 so I can put the extra £600 towards an 8k model on their website but they have refused going against their policy if matching the nearest equivalent specification or selling cost and left me with no tv and extremely unsatisfied. DO NOT EVER BUY EXPENSIVE TVS OR INSURANCE POLICIES FROM JOHN LEWIS. IF THE TV BREAKS THEY WILL GO AGAINST THEIR POLICIES AND YOU WILL BE OUT OF POCKET.

I ordered a bouncy chair for my newborn baby, and it’s time sensitive so I paid extra for next day delivery, click and collect. It was confirmed as delivered to the designated location. When I arrived it wasn’t there. After speaking to customer service, they’re not doing anything. John Lewis refuses to deliver the chair until their investigation is complete which is totally unacceptable. Why do I, the customer, have to pay for their incompetence? I need the chair and they’re holding my money hostage and have not delivered on their promise. I will never again order from there. The customer service rep had no empathy for a new mother.

I went into John Lewis Reading opticians today to look at glasses options. I already have an up to date prescription. I was looking at glasses between £129 and £209 and found 2 pairs. There was one assistant available so I asked her some questions. I wanted to know about varifocles and asked if she knew what lenses they sell. The response I got was tersely said in a passive/aggressive way, 'of course I know, I'm selling them' and then looked at me and scoffed a bit. I was very taken aback at this response so said that I just wanted to know what type of lens they sell and the range of options. She pulled out a sheet containing the information which had 4 lens options all from Varilux. She told me that she'd not recommend to anyone to get the 2 cheaper options as they're no good and said she recommended the Superior Physio priced at £380 and the Essilor Varilux priced at £520 both of which have the extra wide reading and distance areas amongst extras for the lens. I currently have the most basic standard lens which I get along with fine and which has the smallest distance and reading area. John Lewis sell this type of lens for £100 and then a slightly better one the Advanced Varilux at £260. I don't need to wear my glasses all the time, only for the TV, shopping, to look in a mirror, as my middle distance is very slightly out of focus. I use the varifocles to read labels and if I'm on my phone whilst watching TV. The Standard or Advanced Varilux would be more than adequate for me. I explained this and the assistant still kept pushing the more expensive lenses which I don't need despite me saying they would be overkill for my prescription and for my usage. I had to be quite forceful and it became quite uncomfortable. This hard sell and the fact that I was being pushed to buy something much more expensive that I do not want or need put me off going to the opticians for my glasses. My husband was with me and he agreed. I am very disappointed that I received this service which prompted me to write a review. Had a manager been available, I'd have complained directly. It's a lost sale for John Lewis opticians in Reading and an unimpressed customer who will spread the word not to use them!