Johnlewispartnership Reviews 

I have been a customer of John Lewis for 50 years. One of the reasons for my loyalty is the customer service. They have re-sited this to South Africa and other places. It is very difficult to communicate with them on the phone with regard to missing deliveries always when Evri are the courier. I was promised after 40 minutes of hanging on, a refund. I received no confirmation and 10 days later no refund. I have now ben told the refund was not actioned and will be now. I will wait and see. This has been a depressing experience and if John Lewis do not re-instate UK call centres I will not be using the online service any more and would advise caution.

John Lewis emailed me to say they were unable to send me part of my order, as the trousers had been damaged or lost. John Lewis asked for me to call them in the email to request a refund for the trousers. Phone lines too busy to get through to speak to anyone, why ask me to phone them, why not issue a refund automatically if they have lost the item? Very poor customer service.

I love John Lewis (the store and products) and would be sad to see it go which is why I try to buy things from them. In this case I bought a TV and soundbar which ultimately did not work in my room (not their fault) so needed to return it. I did buy a smaller version also from them and the originals were still boxed and completely unused so I wasn't anticipating problems, especially as I was being charged £30 to have them picked up. How wrong!! The customer service operator I spoke to initially really did not appear to know what she was doing and left the call 4 times to get help. She then said she'd arranged the pick up but it didn't happen....4 hours of wasted time on my part. Then a different operator arranged a new pick up which unbelievably again did not happen. Couldn't get through on the phone this time after holding for 30 minutes. Decided to email and a response came back which started by saying it was 'nice to hear from me again' and apologising for my poor experience but offering no resolution other than to contact customer services again to arrange a collection for the 3rd time. More calls and hanging on the phone for 20+ minutes each time. Eventually I had to escalate the matter to complaints which I should have done in the first place. Stuff picked up, whole process took more than 2 weeks and I still had to pay £30. Diabolical service John Lewis...you need to do much much better to keep your loyal customers.

Dreadful customer service. Operators do not appear to know the John Lewis returns policy e.g. I was twice told that I could not return my rug, bought on line, to store - after numerous failed attempts to get a collection organised, I looked up their policy using AI and discovered I could return it to store! I did and received an immediate refund. The process of attempting to get the item collection was lengthy and tedious in the extreme - I received c. 10 emails regarding the failed collection from home, never from the same person. No continuity and an ever-increasing circle of confusion. I tried phoning customer services - after a wait of 45 minutes I abandoned that route and tried ‘live chat’ - another 45 minutes wasted.
The contrast between service in store and the ‘customer service’ provided online / phone / chat could not be greater. Hilariously, the phone spiel you are forced to listen to prior to the repetitive and dreadful music imposed on you whilst you wait for nobody to answer, states ‘ At John Lewis we seek to DELIGHT our customers - they do not!
I have serious hesitations over continuing to purchase from JL. There is plenty of completion out there and I shall be heading their way.

We are both JL card holders and not exactly short of a bob or two to spend. Every time we make a purchase from JL the process is error strewn and we end up with no product, or a faulty or different standard product:
£3.5k TV and Soundbar, faulty sound and failed to fix so three years of imperfect TV viewing.
£2k FridgeFreezer, staff no idea of products and unable to commit to spec of new unit, delivery, pickup of old unit. Gave up and bought from another retailer.
£4k Divan bed, ordered in Oxford St, checked progress in H.Wickham to find order incorrect and cancelled, re-ordered "correct" spec. Later found order still incorrect and changed at M.Keynes. Wrong spec bed delivered and we lost will to correct JL once again.
Buying a simple Iron or Fan in store seems equally error prone, staff have no idea of product specs.
JL IT system is not integrated across business and stock levels wholly inaccurate, when items should be "in stock" at store.
If other customer's experience is anything like ours, it seems likely that JL will encounter difficulties in the fullness of time. I genuinely fail to understand how JL can keep trading in this fashion....

20 Aug Update:
Interesting to note that a month later, just nobody at John Lewis can be bothered to answer on this matter at all. Tells you everything you need to know about JL right now....

What on earth has happened?
This company used to pride itself on outstanding customer service, now it can no longer do so. Twice delivery promises have not been kept (2 separate orders) this has resulted in me having to spend several hours on the phone to both customer service (joke) and a third party. We will no longer purchase from JL if the goods have to be delivered.
Phoning customer service numerous times only to be given conflicting reasons for lack of delivery etc is not good!!!! Bring back decent call centres

Absolutely terrible service from John Lewis!
Issue with delivery not arriving on schedule days, on 2 different occasions. Waiting over 20 minutes and 40 minutes for customer services to answer the phone. Tried using chat bot which didn’t understand.
Used to be fabulous service now it’s absolutely diabolical, I won’t be shopping with them any longer.

Called over 8 times, minimum 40m wait each time. Ive been hung up on and disconnected multiple times after eventually connecting, put on hold for 20 minutes then every time too. Told Id be 'called back' , never happened. I specifically called their team to order because this is what their website clearly stated, if I needed installation included. They ended up never adding installation & recycling to my order which was clearly discussed on my sales call and confirmed that it was included. Now they cant seem to add it. CS Team is disinterested, cant help at all (if you get through) . Save yourself the stress and buy elsewhere.

Very disappointed. I purchased a dress whilst staying in Edinburgh. I live in East Yorkshire and the nearest store was York, but it closed a few years ago. Got home and found the dress had a hole in it.. not pleased as it was expensive. I called John Lewis customer service and explained the situation and I wanted to return it for a refund as it was faulty... to be told it could only be returned to the store I bought it from!!! My "local JL store is over 100 miles away. After being on hold for an age trying to speak to someone, getting someone unhelpful who couldn't understand my query, then getting ZERO help with my issue left me with a poor opinion of John Lewis. I probably won't shop with them again after this. Terrible customer service. Now stuck with a dress I can't wear and out of pocket. Very poor.

I ordered a Samsung American Fridge Freezer from John Lewis which included delivery and installation of the water filter. The delivery was made as scheduled but the installation of the water filter did not take place as the delivery people had no idea on what was needed to be done . They even walked away with the spare parts required to do the job. I complained to John Lewis who did nothing to help resolve the issue. Even going to their Escalation team achieved no positive result. Please note I have had a heart operation 7 weeks ago and this entire episode with John Lewis seriously affected my health

Avoid at all costs. Writing this while still on hold after 45 minutes. The bed assembly guys are here but apparently unable to remove my old bed despite me phoning to confirm this before placing the order!! Off shore call centre. Now have a bed stuck in building hallway and need to find urgent clearance i have to pay for!! Would refuse new bed if I had known.

What have JOHN LEWIS done to there RESTAURANT MENU.
They have completely changed the menu,
No toasted sandwiches apart from new looking rolls with odd mixtures of food in (I had a cheese and LEEK sourdough warmed up, it was not very nice, hardly any cheese mostly LEEK didn't enjoy that and the crusts were to hard to eat.
There CHEESE Scones used to be the best in Norwich, now where is the CHEESE there's only a little sprinkle of cheese on the top.
It's usually full at lunchtime, been over there 4 times since the new menu ,and the place is empty. I live nearby so that was always handy for us, will have to look for somewhere new.
Surely this will tell them they must be offering the wrong food.
Such a shame, as we met up with people , but it's certainly not the same anymore.

The death of John Lewis remote service: Rude, clueless, and unprofessional call staff
I want to be entirely fair: the in-store experience and the face-to-face staff at my local branch are absolutely fantastic, helpful, and traditional John Lewis. However, their online systems and remote customer call services are now a complete and utter shambles.
I placed an online order for a birthday present, and the checkout system explicitly allowed me to select and confirm a specific collection date and time. Shortly after, I received a vague email stating they couldn't guarantee the date because the item was apparently "damaged in transit to the warehouse" and they had to re-order it from the supplier. Two days before the agreed collection date, I proactively called customer service simply to check if the item would still be available on time for the birthday.
Instead of being met with helpfulness or clarity, I was subjected to a shocking lack of training, a confrontational attitude, and a complete refusal to listen. Instead of taking ownership of their supply chain failure or explaining how a factory-wrapped product in a protective box was suddenly ruined, the phone agent awkwardly threw an internal corporate script at me, claiming that because it was a "supplier direct" item, their policy gives them "up to 28 days to deliver."
If your front-end website actively promises a firm delivery date without a single mention of a 28-day lag, your phone staff should not be using invisible supply-chain clauses to excuse a missed deadline when a customer calls for a simple update. The absolute lack of empathy and systems knowledge from the call team was staggering.
When remote customer service agents are this poorly trained, defensive, and plain rude, it completely ruins the brand's reputation. I voted with my wallet, immediately cancelled my £290 order, and went straight to a specialist retailer who actually values my custom. If you can buy in-store from their excellent local teams, do it—but avoid their online and phone support at all costs.

Regarding my purchase of a Hendricks high back chair. I had numerous wrong delivery dates sent and on one of these dates I waited in all day. I spoke to several customer service people- all in South Africa, who were polite but unable to help and gave wrong information. To add to the problem they sent emails to my husband’s address, which caused concern- data protection?? A complaint was raised at the time with written promise to get back to me- never heard a thing! The eventual delivery was carried out by 2 excellent JL men. Very disappointed with John Lewis after years of singing their praises.
This review written on my husbands phone because I was unable to access the John Lewis site

Absolutely appalling service and customer relations. I ordered a fridge freezer on line and paid for installation service. Two John Lewis men turned up to install and one lifting the item on his own, rather than wait for the other to park the lorry, caused damage to the outside surface of my kitchen cupboards and the inside shelf whilst he was lifting it into place.
What was worse is the minimal amount offered as compensation for damage. Furthermore my experience of the John Lewis senior team who were allocated to sort out the matter, were unhelpful, and I received poor customer relations from them, they also managed to mess up the entire collection system and dairy commitment for the item to be collected. After this experience and despair of how I have been treated a a so called valued customer of John Lewis I will never shop with them again!

Completely inept customer service. Had failed delivery for a few days which , after me being on hold for 1 hour, they promised to fix immediately. £ days later, still no delivery. I shopped with them for last 10 years but no more.

Once superb after sales service, is now absolutely abysmal.
My tumble dryer required mechanical repair 4 times in less than a year. Its impossible to discuss with anyone apart from a patronising ai bot. Unwiiling to replace a clearly faulty product.
I will not be trusting or purchasing from John Lewis again.

If I could have put 0 I would have….
Purchased a Bluetooth Speaker on line, John Lewis never gave it to the carrier. Spoke to customer service which is absolutely awful, they said they would cancel the first speaker and send a replacement, not to worry. Obviously ..do worry as the customer team seem to have no concept of how do things properly…they must be losing John Lewis so much money.
So after both parcels arrived (yes both) late….i phoned customer services again, I collected one but not the other, don’t worry they said we’ll contact the carrier and ask them to return it to us….again did they, no. The post office then insisted over a week later we pick up the parcel when we picked up another parcel. Yes you’ve guessed it, I spoke to customer no services again….another 40 minutes plus 20 mins of my time with no resolution. I asked 4 times to lodge a complaint, at no time did they. They said they had booked a return collection with RM, and read out my email which wasn’t mine…..told them mine…customer services said it wasn’t, I hadn’t placed the order on that email, said that the collection would be between 10 and 10.32 next day and then we got cut off.
Yep you guessed it again …phoned back, we cant book a return collection slot, you’ll need to wait in all day! I asked to make a complaint and get a resolution……not possible either……5 phone calls 4 of 40-45 minutes and 1 of 25 min….told different things, still no complaint registered…..what an earth are John Lewis doing outsourcing their customer services…..it’s the most awful lack of service I have ever encountered…..it’s so sad that this premium store has chosen this route, it will only diminish your customers further….I will never order from John Lewis again!

When did John Lewis customer service become so bad????
Several phone calls to place order to buy an oven. Made to hold for minutes at a time, then told will need to call me back- they did not call back! Called them my selves, unable to take payment as dept now closed. Called back payment team say payment not going through, call back again told item out of stock and they would not have been able to deliver to me anyway. Bought oven else where, JL call back now wanting to arrange delivery- cancelled order thinking that was the end of that. Card statement shows payment was taken, call back to get refund call handlers don’t understand what has happened, again holding for several minutes at time and asking for order number which I don’t have as it was never ordered!!! The frustration level is crazy!!!!! Gave up and now planning on using section 75 to get my money back from the credit card team…..JL customer service you are morons- do better!

Such a shame to see Jl customer service in a shambles. Choice is either a chat bot and a wait of at least 20 mins for someone to answer, or call customer service which is outsourced to another county, difficult to understand the operatives. I managed to arrange refunds on faulty items only to not receive an email allowing me to return my items and had to call back again. I have spent at least an hour and 3 separate calls to arrange something so simple - which is just not good enough. Do better JL….it has put me off using the company and will go elsewhere from now.