November 2023 by June Wilkins
Dealt with my query quickly and efficiently..very polite young man dealt with everything 10 out of 10
November 2023 by Anna Croxford
I spent £989 on a washer dryer that the delivery technician could not fit. They clearly let me know it needed to be redelivered with a technician with further training to hard wire it. Three days later and the delivery department are refusing to re deliver it. After numerous phone calls Injave given up and going to buy from another company. After multiple phone calls I have not been able to get my money refunded because I also paid for John Lewis?protext? - an extended guarantee. I am still on the phone trying to get my money back and being placed on hold over and over again as the assistant cannot refund my money. I am going to have to go into John Lewis in person to make a formal complaint and a get a refund as the time was never delivered or fitted. Do not buy from John Lewis. I have never experienced such terrible customer service ever. No item delivered and a refund not issued after multiple calls. John Lewis has lost what it had - excellent customer service.
October 2023 by Dilan Parmar
Customer Service and Customer Technical Support is horrendous! Selling chromebooks that are incorrectly advertised with features that are not available
July 2023 by Ora Joseph
Called to pay and arrange delivery for a matress. what followed was an incoherent amateurish service waiting on the phone for ever. Customer service drag you on with WhatsApp messages. I had enough. Took my custom elsewhere. John Lewis lost its translation.
June 2023 by KSC2018
Working at John Lewis Head Office Victoria is a great experience. The company culture is very supportive and collaborative, and the staff are all passionate about their work. The office is located in a beautiful part of London, and there are plenty of amenities nearby. I would highly recommend working at John Lewis to anyone looking for a challenging and rewarding career.
June 2023 by Nigel Apperley
John Lewis charged me for a delivery by the courier company that everyone knows is the worst in the land - Evri. They delivered my parcel to a basement somewhere in London. I don?t live in a basement.So by association John Lewis are badging themselves as a third-rate retailer. Shame, the in store experience is great. The online experience is shocking just so they can make a couple of quid on a delivery - misguided.When I contacted John Lewis via chat I was told they would contact Evri and get back to me. I provided them with both email and mobile number but no one came back to me.Utter rubbish. Good bye John Lewis, you?re going down the pan by using Evri and trying to make a quick buck. Back to Amazon?I?d much rather support quality retailers than Amazon. What an own goal.
April 2023 by peterf
This is about the Partnership's terrible decision to switch credit card providers. New Day's customer service is appalling and their technology outdated. I would cancel my card except for my loyalty to John Lewis. I know someone who works for the Partnership and they tell me that almost daily customers complain about the card and this has a knock-on effect for the business, with customers going elsewhere to shop.
April 2023 by Anita Somogyi
Ordered an Ipad and the item went missing.I tried to raise the issue with them but they closed the case, no money refund, no Ipad. They investigated which did not get further. They are responsible for they delivery service, not me.Customer service is unbelievable, hanging up a phone on me.Never will order anything. I have so much stress within 2 weeks and still did not get any further. Next step citizen advise..
April 2023 by English Gent Esq
Given the dire financial straights The John Lewis Partnership is now experiencing, it is apparent that hiring Dame Sharon White as their CEO, with an annual salary approaching 1 million pounds, is a large part of the problem.Sharon White is a senior career Civil Servant with absolutely no experience of working in a non taxpayer funded commercial business environment.Clearly out of her depth and not hired on merit nor business acumen; should've stayed within the unaccountable Publc Sector.
March 2023 by Jackie Toserkani
After careful consideration I felt I needed to review my visit to John Lewis Westfield White City 25/02/23I had picked up a pair of Levi jeans with a red pen marked reduced price on not the only one with a reduced price on. On paying for my items at the till I was told that the Levi?s were now £80 and this was an out of date promotion.I asked as I was spending over £300 already why they could not honour the price on the jeans? A gentleman sales floor manager was called over who instead of apologising for the mistake; proceeded to tell me by law he is not obliged to sell anything with wrong prices on, I understand they do not have to sell the item, I think on this occasion he could have quite easily honour the price. He was really dismissive and went to walk away when I questioned his attitude and customer service, he then offered a 20% discount which I declined.While I understand mistakes happen and keeping everything up to date can be challenging in a department store.I have taken photos the prices on the jeans were scribbled out with a pen after I questioned why so many pairs had a red pen mark down on the jeans. I contacted John Lewis customer service and was told someone from Westfield would be in touch.No one has been in touch.Very poor service
February 2023 by john holland
What a bunch of cowboys, by the time they gone through the list of buttons to press, 90 seconds later the line goes dead. And they boast about their customer service. If they can not pick up a phone perhaps they should find staff, who can do the job.
January 2023 by Paul Hunt
Posted on Trustpilot, 6/1/23Dreadful service for the ordering, provision, management and fitting of curtains, rails and blindsWe intend making a further purchase for provision and fitting of curtains and rails. We will absolutely not be placing an order with John Lewis.We ordered provision and fitting of curtains, rails and blinds from John Lewis in June 2022. The ?journey?, as John Lewis likes to describe it, has been dreadful: several mistakes made in the building and costing of our order; sending us the order from another customer; failure to put through the order for blinds; late placing of order for rails, such that the rails we ordered were no longer in stock; fulfilment of the order taking six months, not the few weeks we had been advised. Communication has been terrible: it is very hard to get through to the contact centre, who know nothing; patchy confirmation of commitments by email; high difficulty in getting through to anyone who knows about our order, and the history of difficulties experienced; promises of actions and responses, that do not materialise. The fitting was arranged for two days, but the fitters were only booked in for one day and had to return 10 days later to complete the job.We attempted to make a complaint: we requested the John Lewis complaints policy on at least three occasions, with promises that it would be sent to us ? it was not; the only semblance of a policy seems to be a web portal allowing a process where, in 3000 characters or fewer, you can set out your concern; the addressing of our complaint consisted not of listening to the full range of our experience of the John Lewis ?journey?, which had been proposed by the Case Manager, but of seeking to close the complaint by offering an egift card as a ?token of apology? for the delays experience ? this was for an amount that was initially a derisory percentage of our payment in full, on making the order, which increased to a small tokenistic percentage following three calls. We do not feel listened to, taken seriously, or regarded as a valuable customer.John Lewis may continue to stock items that we would want to buy, and quite possibly will, but we will not expect anything more from them than a money-for-item transaction: our ?journey? has exploded any sense that, whilst individual Partners may continue to offer the service for which John Lewis had a very strong reputation, the Partnership as a whole no longer seems to care about providing a high quality service to all its customers at all times and in all departments. Dreadful.Response received on Trustpilot, 10/1/23Hi Paul. Thank you for highlighting your concerns and I'd like to offer my sincerest apologies for the inconvenience and frustration caused throughout your shopping experience. Please be assured your poor experience hasn't gone unnoticed. Appropriate feedback has been passed on, ensuring your concerns are highlighted to all relevant areas of the business. I'll also review this in detail to make sure all internal issues are addressed accordingly. Your feedback will prove highly valuable whilst we endeavour to continue providing a high standard of service to all our customers going forward. I hope through my interventions you may have some confidence in continuing to be a valued customer in the future. ^PaulReflection, following review of responseThis is a reasonable response, insofar as it responds specifically to my review. I trust that "all internal issues" are the full list that I've described? That they are "addressed" (but how will I know?). I appreciate the "endeavour to continue providing a high standard of service", if it is the endeavour that continues, but if John Lewis believe their current standard of service to be ?high?, then the points of my feedback have been missed. My confidence in John Lewis is most certainly diminished and, I would look for specific personal feedback, from a senior Partner, on the success of John Lewis' interventions, before I would remotely consider making a similar order again or
January 2023 by Louise Cummings
Absolutely disgusting customer service. Having had an integrated fridge delivered today..... it was badly fitted, damaged and the crew left KNOWING this but just gave me the CS number to call. The customer services call centre is not in the UK and the service was horrendous...1 hoir and 20 minutes on the phone . No help, no apology and told it would be 7 business days before this would be even looked at!! Just before Christmas!! So no hope of this being resolved in time for Christmas. Absolutely appalling. What has happened to customer service???????? None existent!!
December 2022 by Sharon Wakefield
John Lewis have failed to refund me and in the process of trying have refunded to PayPal which is nil and void as out of time which I warned them of but like all my emails and phone calls they simple did not listen. Quite frankly dealing with the top and even through the CEO Sharon White has got me nowhere there customer service has gone downhill. The only way forward now is the small claims court, financial ombudsman, trading standards and the Financial Conduct Authority. I will not be shopping there again they are not what they once were! This has been going on since 19/10/22 with no resolution and the longer it goes on the more complacent they have become despite all the stress they have caused.
December 2022 by Denise Brims
16462589 my order number for the £140 birthday bouquet I ordered for myself including a bottle of champagne and a vase which was absolutely filthy when it arrived. Needless to say I was very disappointed that I have received an unchecked item because the vase was so dirty everyone would have noticed it if they just glanced at it for a second.Given the high price tag I am so sad to say that I will no longer recommend Waitrose Flower delivery service nor will I order them again for myself in the future.
