August 2025 by Dave
They will find every reason to dodge real customer service, including gaslighting. CASE-29414721
August 2025 by Sar T
The customer service was poor They were giving out incorrect information and not complying with my customer rights.
July 2025 by John
Had a fault on my John Lewis app been in touch with the customer service numerous times over 13 weeks with no progress. Only receive bland e mails nothing gets done. Customer service and complaints system a waste of time.
July 2025 by Kal M
John Lewis call centre and web chat service is not operated by JL. It is a third party supplier. This company does not live and breathe the JL company behaviours and values, and it is extremely concerning that JL would compromise brand integrity with a sub par arm in its service offering.
I called with defective AirPods (the lid on the case has become more and more wiggly at the hinge in less than 1 month, but my old sturdy pair is absolutely fine). Nothing but attitude and curtness from the call handling staff. Because they can?t ?see the item in front of them? they can?t do anything - when do they ever have the item in front of them!? Weird. So, if you have an item with a defect, just go to the physical shop if you have one nearby. Which in this day and age, isn?t always achievable! I had exactly the same attitude from the chat service online, so clearly run by the same third party.
Be warned - once they have your money, which let?s face it, it is an expensive retailer, then just hope and pray your item isn?t defective. If it is, don?t bother ringing them, they?re not paid enough to care.
June 2025 by J Q
I paid for John Lewis to install a dishwasher. Months later it appears there was a leak that has caused thousands of pounds of damage in my toddler's room and they are refusing to take responsibility for this.
June 2025 by Sancho Quinn
Here?s a story about how John Lewis scammed me out of £375, branded me a thief, banned me from shopping with them and refused to answer my calls or emails.
Earlier this year, I bought a large bottle of perfume for £375 from John Lewis & Partners as a birthday present. The package was delivered by Royal Mail and what arrived felt like an empty box. Maybe naively, I thought: this doesn?t seem right, I?ll take it inside, open it up, call John Lewis and as a reputable company, they can fix the error that has been made. What was inside, were a couple of free perfume samples. Something that?s not even possible to buy from John Lewis.
I called up immediately and explained what had happened. The customer service staff were friendly and understanding and told me the steps in order to rectify the situation. I was asked to return what I had received, which I did (via Wells Green Post Office ? I have the receipt), upload photos to their portal, fill this form, etc. All of these steps were followed promptly.
They said the actual perfume would be redelivered on the following Monday.
Then I received an email saying it was out of stock and wouldn?t be arriving after all.
When I called again, I was told it wouldn?t be available that week ? and as it was a birthday gift, I asked to cancel the order and requested a refund. They said yes. I then bought the same perfume directly from Chanel ? it arrived without issue.
So now we are £750 down, and 1 bottle of perfume. That?s an expensive birthday gift.
Then, out of nowhere, I got an email from John Lewis saying:
? There would be no refund
? No explanation
? I was now banned from shopping with them ? and effectively, branded a thief
I was honestly shocked by how rude that email was.
Since then, every time I email or call, the conversation is immediately terminated, after telling them my order number. It appears it is easiest for John Lewis to wash their hands of the situation and hide behind this unjustified ban. I wouldn?t steal a packet of sweets, let alone a £375 bottle of perfume.
Perhaps someone can help me understand what I could have done differently in this situation to resolve this issue properly?
If any of you would like to contact me, please get in touch.
From what I can tell, the only mistake I made was putting my trust in John Lewis that they would fix an issue on their end.
So here we are, months later. John Lewis go on as normal, ignore my contacts and I?m down £375.
If you?ve read this far, thank you. What do I want? I want my £375 back. It?s very simple, you did not deliver what I paid for. I?d also like an apology for all the time In had to spend on emails, calls, chasing up. It may only be a relatively small claim, but I can?t stand things that aren?t fair. I?m simply not having it. I?ll go to whatever lengths necessary to get justice in this situation.
So what can I conclude from this. Based on this experience, I would encourage people to NOT SHOP AT JOHN LEWIS. For your own peace of mind, buy things directly from the company making the product, rather than a department store like John Lewis.
Yours sincerely, a very dissatisfied customer.
June 2025 by Dave Wright
Terrible service, offshore call centres and use the worst courier possible (Evri).
Lies, deception, delays and excuses....good work..you've just lost a lifelong customer
May 2025 by Paul Watts
We spend thousands of pounds every year with JL. They are our first port of call when we are shopping for new items. We're in the process of moving my ageing in-laws from 3 hours away to be much closer. We've had the new house redecorated and are buying lots of new furniture. On Thursday JL delivered a new bed and mattress. The delivery team were late which caused me to be late for my evening appointment. They assembled the bed but left the mattress wrapped in plastic. When I queried this they said this was normal. I didn't query it as I was late for my evening out. Today I unwrapped the mattress and found it to be obviously a used item. It had an oily smear on one part and what appeared to be a blood stain on another section. It's too late to have it replaced as my in-laws arrive in two days. It is appalling that any company could send out a mattress that is supposedly new in this condition.
April 2025 by Alex Stimson
Truly shocking level of Customer Service, rude and totally unhelpful. They use useless courier services who don't even bother delivering on the day that they state they will, what is going on with this company....still have not received my order and of course they have charged me for it ! Never again !! ...wouldn't even give 1 star.
March 2025 by Noman Haq
We renovated our bathroom spending almost £17k with them. Thanks God within a warranty period found a leak and complaint about it which took 2 months to someone come and identify after 3 people visited. It ruined our kitchen downstairs. John Lewis team is on a silent mode and no reply from them. It makes me belive that due to this non professional behaviour they have closed there bathroom section. Terrible customer service and even staff members didn?t have sense to write a email to customer.
Advise to other learn from our mistake.
March 2025 by samantha green
Brought hampers in date stored correctly and mouldy
Called up nothing they can do !!
£300 on hampers for Xmas still in date and mouldy !!!
Absolute joke and very unhelpful!!!!!
This absolutely should not be happening
February 2025 by Mike Lowis
This should be Minus stars ---Don't order anythging from John Lewis -i ordered a £950 fridge freezer from John Lewis on 15th January 2025- they have now cancelled on the day of delivery TWICE saying they have an IT issue after they have confirmed times and dates for delivery-(how can they confirm twice and then cancel) I would like correct them and say they don't have an IT issue- they have NO Customer Service as the contact centre is a waste of time as they are not interested - full of talk and no resolution , I have no fridge and they have nearly £1000 of my money and i cannot get a delivery or my money back- may the Director of IT may like to contact me and tell me the truth or maybe he should resign !
February 2025 by London Resident
John Lewis have outsourced its telephone customer care to South Africa, unfortunately they have been unhelpful and negligent, just endlessly putting my call on hold. Thankfully email customer service was courteous and it was resolved in-store at John Lewis. However, I think your head office need to reconsider its telephone customer care.
January 2025 by Alex Baker
Nasty company who put their profits above their customers. Honestly - use a department store like Debenhams where they actually value their customers and don?t steal money from gift cards that have been purchased.
January 2025 by JRDC
John Lewis won't publish this review: contains profanity and personal names apparently. Arrogant liars.
I was sent a used product.
