John Lewis & Partners Reviews

Absolutely terrible customer service. Disgusted by their customer service reps and attitude. Ordered a Bosch washing machine which proved faulty on the first wash. Called them to arrange a collection and full refund. Customer rep first said a washing machine is “not necessary” (I have two kids with the younger one being 1yr old!!) then he said I was throwing a “tantrum” and was “not being fair” to their red taping. Basically they are putting in unwanted procedures and processes in place to avoid collecting a very expensive machine and making sure to cause as much inconvenience as possible!
If like me you don’t have loads of time to waste, Shop AO and avoid John Lewis like the plague!

Still waiting for that call from technical support…

Some of the worst customer services aftercare I have ever had the misfortune to experience. If the option was no stars then that is what they would have been given. Purchased a freezer which from day one was very noisy when compressor cut in and the door open alarm didn't work. Reported it straight away. They said leave it for 48 hours and if still the same get back. I did and it didn't get better. Rang them back. Couldn't get through but took opted to send a text expecting a call back - no eventually at the most inconvenient time I had to enter into a protracted text exchange to explain the problem. This culminated with JL advising me to contact the manufacturer and if they said there was a fault to get back to them. I did and after almost an hour on hold finally got through to be told by manufacturer that they would need to book an engineer but there was a possibility of a call out charge! I explained that JL had said that I needed to get back to them if the manufacturer had said there was a possible fault.
I made contact again... eventually... with JL by the text "service". I was told that I would need to go back to the manufacturer to book the engineer, they were totally unsympathetic to the fact that they had needlessly wasted my time by making me retrun to them only to have to go back to the manufacturer when I could have booked it on the first call.
That is where I am now, waiting for the last 40 minutes to get through.
The freezer is not even a month old. JL have done nothing to help and to compound matters have said that it will be a repair even when their website clearly says that faulty products will be replaced withing 30 days. The freeer has been faulty since it was delivered!
I went to JL even though the product was more expensive than with other sellers, believing that they had better customer service. What a mistake! They are worse than useless. My advice is pay less and go elsewhere, you may end up with just as bad customer service but at least you will not pay a premium for your goods expecting decent customer service!

Terrible Experience waiting months for a delivery that never came.
We ordered a TV and a console table back on 21st February 2021, John Lewis (JL) accepted our order, took payment, but could not deliver due to our postcode not being recognised as it was a new build estate.
It took countless calls and to try and their resolution was for me to cancel my order. Because I really wanted the console table, they advised me to re-buy once it came back in stock.
I reordered the table when it came back in stock in April and low and behold, the same delivery issue happened again. I must have had a delivery from every UK courier company going, but this simple issue seems insurmountable by John Lewis - I live in the middle of Manchester, not the Outer Hebrides.
The customer service was terrible throughout, I've probably spoken to half of their call centre - nobody understood the problem so kept placating me with 'your address will take another 48 hours to show up on our system.' Finally we got to the point where I received a call to say my delivery was scheduled for 20th May 2021. After calling JL to confirm the delivery in the morning, I waited in all day for the delivery... which never came.
Fast forward a week and JL still don't have a clue what's going on. As much as I want this console table, the thought of having to spend another minute on hold to JL makes me want to gouge my eyes out with a rusty spoon, so I've cancelled my order.
Perhaps JL should stick to the high-street as their e-commerce site and service is woeful.

Most disappointing service. Messed up my credit I had on my account so I never received it. Take your custom elsewhere.

Integrated dishwasher supplied and fitted by John Lewis.
Worked for 2 days then showed up faults. Took 2 weeks for an Bosch engineer to come out.
Discovered that the machine had been badly and potentially dangerously installed. Water in a pipe that has electric wires internal!
Bosch can't come back for another 10 days.
John Lewis don't give a! Just get passed from department to department. All very sympathetic 'but not this department"

Absolutely out standing service from the Liverpool branch.. Overwhelmed by the welcome I received and the general amazing attitude from the partners..Nothing was to much trouble. I've now got my outfit for my nephews wedding.. Thanks to the lovely man who served me.. ????

NO stars for JL
After 20 years of solid loyalty JL have lost everything they stand for. They also clearly do not understand The Consumer Rights Act.
I bought a Panasonic Microwave which developed a very obvious fault after less than six months (the door is melting!!) they palmed me off telling me I had to sort if with Panasonic and then, six weeks later after 15? emails and countless photographs, phone calls and a failed appointment for an engineer (for which i postponed work, got children collected from school by a friend) they now tell me it is over six months old and basically my problem to proove the fault. YOU ARE INCORRECT JL!!! Don't suggest i call the undertrained Technical Support Team who do not understand warranties or current consumer legislation. Now it is a SMALL CLAIM COURT for you. You've messed with the wrong lady - I'm a solicitor!

We ordered and paid for mirrored wardrobes in November 2020 and given an approximate delivery date of February. By the end of February we had heard nothing from JL so rang them. We were told it would be chased up with the manufacturer of the product. We again heard nothing until we chased up again. I appreciate these are difficult times but having to keep ringing up for information on furniture that is way overdue is extremely poor. Yesterday we received a blanket email message from JL to say no delivery date available with no explanation and to wait for the supplier to contact us. Have JL pocketed our money and now washed their hands of this sale?

Only seems right to provide some positivity to the reviews. Especially when it's so well earned.
I ordered a Laptop that developed a fault after the first week. Contacted customer services (who were incredibly polite) and immediately arranged an exchange. Sadly the exchange has the same issue but again I called up and we are in the process of sorting another replacement.
This sounds like a problem but thanks to John Lewis' amazing customer service I feel at ease knowing things are being taken care of. I'm okay with faulty products. Tech is not immune to them and at the end of the day John Lewis sells these products they don't manufacture them so I can't hold them responsible.
I'm looking forward to putting all this behind me and hope it's third time lucky with the laptop replacement and I'll certainly be shopping with you again when I pick up a vinyl player later this year.
Thanks so much for all the assistance at a difficult time ???? A+

Bought a washing machine from them and it vibrates and moves about, we had the Hotpoint engineer out and before he even looked at the machine he said he was pretty sure he knew what it was, basically they have made the drums bigger and cram so much in they come out of balance which apparently is my fault according to John Lewis.
They weren't interested at all so I have issue court papers against them which will be issued tomorrow so they will have them over the next few working days.
Really poor service but after reading on here it seems to be the norm, such a shame seeing they say they pride themselves on customer service.

Have probably placed 30 orders with JL over the pandemic, some for larger items which arrived on time and in good condition (Wellington rug) and others which were smaller items and delivered to my local Waitrose. Have to say has been seamless and easy. Sorry to hear of the other reviewers’ issues but has genuinely worked well in our case.