John Lewis & Partners Reviews

Item delivered as scheduled. All good.

Bought an aircon unit, arrived next day as promised, excellent like you’d expect from a trusted brand name.

Absolutely awful. I ordered trainers two weeks ago, failed delivery, no contact from them, I have then contacted them via phone, email and WhatsApp on 8 separate occasions FOR THEM TO EMAIL ME SAYING 'can you please confirm the issue'. Speechless. Absolutely embarrassing

I would like to commend Oliver in the curtain department at John Lewis Welwyn for great service during two visits this week. He knew his stuff and was unfailingly polite, patient and pleasant while we couldn’t decide.

Order online placed for next day delivery to a Waitrose store, email received to say it has been despatched. Another email sent two hours later to say it may be 24 hours delayed.

After suffering endless, patronising recordings trying to get me off a phone call to customer service and back to the website, I finally get an agent. Agent tells me he has no tracking information and that he cannot do anything at all except “hope” the delivery is made. Seems contrary to an email that says a 24 hour delay. Well, I need the item for a flight in 2 days so hope is not really on is it? And he says “My problem is there is nothing I can do because of my system”. Do I care what your problem is? No. I care about having my problem solved. Find a way to get information, be accountable. Escalate. Call someone. Now waiting to be transferred having pushed for further assistance. 15 minutes so far.

Finally connected to someone else. No further information. No idea where the package is. “If it doesn’t arrive today, it should arrive tomorrow”. How helpful. What infuriating service. It’s no wonder I rarely spend money here anymore.

John Lewis used to differentiate on service, and on their customer promise (brand). These days they fail miserably and are just another mediocre retailer. Empower your people. Solve problems. Deliver on your brand promise.

As usual with failing companies, they are investing in a new strategy to build flats to rent. Why not get your business right? Much cheaper way to generate sales and profit by looking after your customers and getting basic retailing processing right.

In brief- order for furniture placed in Feb quoted 22 weeks delivery.30/6 call saying furniture will be delivered to depot 11/7, since then various calls including one that admitted a machine at the factory had broken down for 1 month,delivery now 20/7 will call on the 18th to confirm,call on the 18th factory closed for the day they don't know why,call on the 19th delivery now 17/8 due to factory being on 2 weeks annual holiday,I asked why if the order was ready for delivery why can't it still be delivered this week,they didn't know why so I told them to find out and call me back-they haven't so far.Why due to problems at the factory didn't John Lewis insist that all orders ready for dispatch were sent out before they had their two week holiday?.No-one seems to care ,during this saga I have at best been misled at worst lied to,by people who can't be bothered to find out what the true picture is.I have raised an escalated complaint.Is it a coincidence that most of the 5 star reviews on Trustpilot are 'invited'?

Bought a tv which is terrible cant return it as it has been used.wish I’d gone to richer sounds they would have accepted it minus 10% handling fee

I have always considered John Lewis good on service and their products. I Have always purchased from them. In January 2020, I Purchased a very expensive Hotpoint Dishwasher Hic 3c26 for my family, 2 months after John Lewis 2 year guarantee it would only cold fill. Now when switched it on it trips the electric. John Lewis customer support is unacceptable and they failed to deal with in a professional manner. It has taken 4 months to get someone to pick it up. Emails to the Head of Support have gone unanswered (despite their automated response stating someone would respond within 24 hours). You can’t write in.
It’s all down to which John Lewis tech person who answers your calls. It’s unreasonable for a dishwasher to last 26 months, particularly an expensive one. When they eventually find the purchase. To which they informed it was out of warranty. John Lewis proved they have no good faith, their response the family have to pay for an engineer report to prove the fault is integral. Requests to speak to a Manager were refused. Requests if they could email their procedures have been refused. Stating they don’t send out private emails. Another excuse was the system is down. Be aware out there of John Lewis customer support. John Lewis have lost my future purchases. Disappointed the goods should be fit for purpose and robust.

Terrible and unacceptable service.
We ordered a calia shoe storage unit a couple of weeks ago, at £429, (order 363662786) and it arrived damaged. We contacted them and they arranged for an exchange, delivering a fresh one a week later. Upon opening the second one, it was clear that it was in worse condition than the first one. I opened a case online via the john lewis site at the start of this week, and it stated that i would recieve a reply within 24 hours. Fast forward 4 days, and i have heard NOTHING. £429 for a faulty piece of furniture and no reply from them at all concerning this. It has now been updated to a complaint (still no reply) I have ordered several items from them in the past, and even had a dishwasher and range cooker in my basket ready to purchase, (we are currently renovating our house) but we will now be taking our money elsewhere. Our next stop will be trading standards.

It was magnificent. From start to finish things could not have been better! My life has been transformed.

In two recent orders I have had problems in getting a JL order delivered to local cooperative stores. It was resolved satisfactorily by JL but I am not sure why you advertise it can be delivered to stores when there is clearly a problem

Our search for a new TV was made infinitely easier by the young man from Sony who was instore on the day. Very knowledgeable of course and quick to recognise our needs and fair in the sense that he didn't rubbish other makes. Counter staff were efficient when it came to pay and organise delivery. Delivery and installation team were on the ball, friendly and understanding of our needs too.

Very bad customer service today I had in oxford city centre branch , after 1 hour if wasting my time they said that you purchase a faulty item 6 months ago and we can't exchange it .

We selected and bought three leather armchairs, high quality and great to sit in, from JL Cambridge. They were delivered and installed within 4 days!!

Have always shopped at John Lewis, for quality, price, customer service and staff are always pleasant and helpful and I enjoy the regular treats for having a JL card.
However on this occasion I priced some cordless house phones for a gift for my sisters 70th birthday, when I went back to the store a few days later to buy them, the price had increased by £30 from £69.99 up to £99.99, How on earth could these of gone up by this amount for the same stock they had a few days earlier, so unfortunately I was unable to buy these phones, feel disappointed in JL as have been a loyal customer for many years. Other than this bad experience I would of rated them 5star, ( hence the 4 stars I’ve scored them )