January 2024 by Mick Denness
I returned a faulty small electrical product to the Horsham store today. I have had it for 23 months and got it replaced with no problem whatsoever. What is more the price has reduced since I originally made the purchase and was given a refund for the balance. The tech staff in the store were really friendly and helpful. I can?t speak more highly about the service I received. This is yet another reason why I use John Lewis whenever I can.
January 2024 by Tamara Gervasoni
Husband and I went in this store twice this week to look at various options for a new TV. Josh from the techincal team was outstanding - excellent customer service and very helpful and super patient. Great service!
December 2023 by Maria Joao Pereira
Absolutely fantastic experience today in the bed section. My nan was looking for more supportive bed accessories, and Su was absolutely fantastic. She was so patient and listened to everything my nan said and offered great advice and recommendations. When it came to purchasing the goods, Su walked us through ordering and was absolutely amazing throughout the transaction. She is an absolute credit to John Lewis, thank you Su!
December 2023 by Alex Kent
Laptop had come faulty and in a previous branch they had me pay although it was under warranty. After getting laptop sent back and it was still faulty I came to tech support at this branch (horsham). The tech support team Ben and Josh were great help and went over and beyond to help solve the issues.10/10 customer service, brilliant help.
December 2023 by Paul Ryan
great staff approach in store but let down by everything else- we ordered and paid for a sofa on 16th october 2023 and were told they would be in touch to let us know delivery date - next thing we heard was email 21 november saying they would be in touch with update and delivery date within 14 days, 14 days later the same standard email came through , we then rang the store but ringing the store we place the order at , our call is automatically routed to an offshore call center , initially the handler couldn't find the order as having been paid for and after 25 minute call said it would be delivered before christmas and we would be contacted within 4 days , again no contact so we went on john lewis web site and tried to access order information by entering the customer requirement number from the order receipt and our post code and the system said couldn't find our order - not reassuring having paid 2 months ago. We emailed customer services to ask what was happening and quoted the customer number and the reply received by email said they couldn't find our order and asked for copy of receipt which we sent and asked us to contact us today by telephone. Having got to 1600 with no response we rang the store number again and again were routed to an offshore centre where a very pleasant lady searched for our order and said she has found it and we should have delivery on or after 12th january next year - we asked why not before christmas as needed and offered and she told us we would be contacted before 2000 today to update.Currently VERY unimpressed with John Lewis service and communications and hoping someone from John Lewis will sort this quickly and explain what has gone wrong.Beginning to think we are going to have to go back to the store and complain face to face in order to get any positive help,update, email received before the 2000 deadline which said they were looking into it and would be in contact within upto 72 hours - nothing heard from John Lewis within that timeline they set so we are still waiting.
December 2023 by Ellen Harosh
Apparently ?the system? is more important than customers, and customer service are happy to lie to customers. I bought 3 high value items from john lewis this month, one was an advent calendar online. It arrived with one item smashed with tiny glass fragments all over the box. After spending an hour on the phone and uploading photos of the damage and the glass, a full replacement was approved. I got a confirmation that the replacement was shipping to Norwich and I could drop the damaged item there. I was happy. Today, i got a phone call saying first that the item had been delivered to the wrong store (not true - the tracking number showed the delivery was paused), and that i needed to return the item first before a replacement could be shipped. Apparently ?the system? cannot be overridden, so now I?m having to get my mum who just recovered from covid to drive me into norwich on a Saturday with my 6-year old to drop an item so I might be able to get a replacement before i leave the country on Monday. Any company that lies to customers and uses ?the system? as an excuse is treating their customers like they?re stupid. Lost my business.
October 2023 by andrew clements
A delightful shopping tripAssisted by a very helpful lady called Marie in the Clarins department.Who clearly enjoyed her job.She went above and beyond to help us.Definitely will be shopping there again.
August 2023 by Sandra Wilmot
I?ve always enjoyed the shop itself, but the great service I?ve received from the Horsham John Lewis has kept me coming back. Thank you to the great managers and staff who have always provided great service, and often thought out of the box for ways to solve problems.
August 2023 by Sheila Riley
Re-vamp of this store hugely successful. Good ambience and revised ranges complement Waitrose rather than compete with it. Hugh end cosmetics and perfumes now available as well as other toiletries and domestic goods. Furniture selection also overhauled. Cafe serves good s et section of food at reasonable prices.
August 2023 by Meenu J
Had a lovely experience with John Lewis as we had booked for a All things baby tour with the team as we were going to have our first baby soon. The whole appointment was really worth the time and as being the first time parents we had a lot of questions and the our guide was really a lovely lady and explained everything very clearly & patiently to us.Highly recommended and this was free of cost.
August 2023 by Lauren Mitchell
Excellent John Lewis store nice big store sell pretty much everything you need. Helpful friendly staff too.
July 2023 by Stephen Manger
Alway used John Lewis, good customer service and friendly staff
July 2023 by sibella Rosenfluten
Ordered dinner service and bought a few items on floor with towels etc 2 ladies were charming and helpful didn't like how a male member of staff came to the till and started to rant at the 2 ladies most unpleasant
June 2023 by baphomet ?baphometdream? dream
Recently moved over to john lewis from elsewhere now do our weekly shop hereEverything is just better !Thanks
June 2023 by kevin dench
Fantastic store lovely experience the revamp spot on .
