January 2024 by Nick Coombe
Very disappointed with recent service from JL. We ordered an office chair (£300 including delivery and assembly) which arrived on the allocated day, Thursday 4 January. The chair was faulty and could not be assembled and the driver took it away and assured me that another one would be sent asap. On Monday 8 I phoned the store to be told that we were due to receive a telephone call on 13 January. Not sure why this would have solved my problem but after some discussion it was agreed that a new chair will be delivered on Friday 12 January. No priority appears to have been given to replacing faulty goods. Not at all impressed.
January 2024 by Adam Jones
Customer service has gone to pot here.Tried to return a product within the 5 year guarantee but their system only stores receipts for 12 months.When they scanned the barcode on the receipt it would not bring up the order details.They would not offer a refund, exchange or voucher. The manager, Adam, has very poor people skills.Second bad experience with customer service (after our tv was delivered broken)within a year.
December 2023 by Victoria Anderson
Today I received excellent customer service from Jessie in womens wear. She went above and beyond to help me. Nothing was too much trouble for her. Thankyou Jessie
December 2023 by Steve Holland
John Lewis Santa Experience.Just went to Southampton John Lewis so the kids could meet Santa and what a fabulous experience.I dont want to spoil it but a quick few things to do with the Elves then off to see Santa. Great experience, kids loved it and both got some very nice presents.Well worth the money.Also popped into the Cafe for quick coffee and nice view over to where a cruise ship was docked.Then we did the Elf Trail, seeking the Elfs hidden around the store. (Free to do). Found them, worked out the clue and both got a little gift!Thanks John Lewis!
December 2023 by Runjie Wu
The previous experience here was good, but today was very bad. I felt discriminated when I went shopping at NARS. The racist behavior of the female shop assistant made this shopping very bad.
December 2023 by Claire ?Claire Jones? Jones
Don't go to the cafe.Waited 20 minutes in the que for a coffee. 2 stations were open at 1145 and multiple people asking the manager if they could open another just for coffee. These were ignored.There was a girl handing out trays to people - not very helpful when she and others could have been helping with orders. 2 people in front got the wrong coffees and so did we.Unorganised chaos. Used to be really good in here.Come on John Lewis.
December 2023 by Hannah James
Shop staff have always been exceptionally helpful, especially Jo in the baby department who gave us huge amounts of helpful, honest and practical advice.The restaurant on the top floor is a different matter and I now avoid it if I can having visited a few times with my baby daughter. The final straw was the treatment I received when I came in and was turned away because I had my dog with me too. The shop says it welcomes dogs and as I come from Winchester where dogs are allowed in cafes it hadn?t occurred to me I wouldn?t be allowed in. This should be made clearer by JL. The way the staff dealt with this was the problem. As a breastfeeding mother I asked if I could buy the sandwich and bottled drink I had chosen as a takeaway instead as I really needed to eat and drink something. The two members of staff who had accosted me said no and one removed the sandwich from my hand. His reason that I couldn?t by the food and take it away was that they didn?t have any takeaway packaging (this was clearly a nonsense excuse for a sandwich and bottled drink!)I was absolutely mortified at how I?d been treated and left dehydrated, hungry and upset.
December 2023 by Megan Jackson
A SHAMBLE....this morning I spent much time trying to spend £999 on a TV that offered an 18 months interest free payment plan. At 'checkout' I was not given the finance option so called customer service to be told I need to call the finance company (Creations).Creations confirmed from 'the TV offer' that I am eligible for the finance deal but I would have to discuss it with John Lewis.I called JL AGAIN ( bit fed up by now) and was told I was only eligible for the finance deal if I buy 'in store'. !!!My nearest store is 25 miles away and I don't currently have access to a vehicle.Now Annoyed that I had wasted so much of my time! The young lady raised 'a case' and told me someone will call me from that store between 2-4pm to resolve the issue.16.30 and no call came!!!I called AGAIN, quoted the case number to be told the call had been rescheduled for TOMORROW!!!...might have been nice if they let me know!!I wanted to make a complaint and speak to a complaint handler NOW....the line went quiet and after 15 MINUTES she abandon the call. SO RUDE.I called AGAIN to a 'complaints' telephone number, that was not for complaint handler at all.....SEETHING NOW....I have wasted hours trying to spend £999.It is false advertising.JL recorded welcome message stresses how much they want to DELIGHT their customers....4 times I listened to that meaningless schpil
December 2023 by Ian Stone
We purchased a TV 9 months ago and now there are problems with the TV. Phoned to arrange for a engineer to visit but was told that I needed to be next to the TV in order for the booking to take place absolutely stupid and no flexibility in that rule apparently.So now it's Nov 15th the original call was Oct 9th still no joy you cannot speak to John Lewis you get through to a call centre somewhere overseas there is no complaints telephone number either. The up shot is that you are given the telephone number of a company called ictv but you will not get through to them as the line is cut off after 1 minute of waiting.I tried 19 times in one day.When they can be bothered they will contact you to arrange a visit but don't espect them to note days you may not be at home cos they turned up on the one day I could not be at home so you go through the whole merry go round again.Do not buy electrical goods from John Lewis the after sales service is shocking.
December 2023 by Stephen Larkin
Always a great shopping pleasure. The store crosses many floors inside westquay and had has front and back entrances. Staff are always well trained and have good knowledge of the store and locations. The range is very broad from small gift items to large expensive things. I have had a few items to return and the process is easy without confrontation. There are plenty of cashier's dotted around and you can gather all your stuff and pay anywhere so if there is a long queue somewhere then move on. Highly recommended you stop here when in Southampton. Great brand and this store does not fail in the standards.
December 2023 by Aimee Burrell
I just thought I?d write a review to mention how helpful one of the employees has been. Steve, a Bose specialist, has been so helpful in regards to helping me choose the right headphones. I have visited the store three times as I have been debating on what ones to buy. Steve has given me lots of information on each visit and has even let me try his own pair to let me play my own music. I was able to learn a lot about these headphones due to him which has therefore led me to purchasing the Bose QuietComfort Ultra Headphones. Thank you for all your help :)
December 2023 by Gemma Lagerkrans
I went to John Lewis a few times this week. The full English breakfast in the cafe tastes delicious. The best bit was going to see all the Christmas things downstairs in the shop. And it's one of my favourite shops to go into when I am in Southampton.
December 2023 by BB Roofing
We?ve had an awful experience with John Lewis helpline, we?ve literally been backwards and forwards on the phone for 4 hours. It?s a very easy task we are carrying out yet the staff are completely useless, very hard to understand on the phone and they just keep putting us on hold and hanging up. John Lewis as a whole is a great shop but really need to work on the customer service on the phone and employ people who the customers can actually understand.
November 2023 by Stu Webster
Terrible. Ordered online. Then once order completed, they told me all items were out of stock.Took FOUR attempts to speak to someone, all items are "reserved" for me, but they won't let me cancel the order for 5 working days in case they come back into stock. I can then cancel if they don't come back in stock.So I just have to wait, and may or may not get what I paid for next week.JL are usually so reliable but their customer service on this particular issue has been abysmal.
November 2023 by Danielle Lauren
Popped into Estee Lauder today to purchase some makeup items I needed to replenish and I just wanted to say how Lovely the lady who served me was. Amanda was her name and for someone that personally works in customer service all I can say is she is a huge Asset to you. Thank-you Amanda for being so helpful and friendly today. X
