I’m honestly very disappointed with the level of customer service I’ve received from John Lewis.

I emailed a week ago and, after receiving no response, followed it up again midweek. Unfortunately, I still haven’t had any reply or acknowledgement.

I have to say, I’m genuinely surprised by how a company like John Lewis is treating its customers. I’ve always associated the brand with good service, so this experience has been particularly disappointing.

It’s made me think twice about ordering from John Lewis again. That’s £230 spent, and at the moment it certainly feels like £230 wasted.

I hope someone from John Lewis sees this and gets in touch to resolve the issue. To try and redeem themselves.

I bought a £1,300 TV from John Lewis specifically because of their reputation for customer service.

Within a few months, the screen developed two obvious permanent yellow patches. John Lewis sent it to Martin Dawes, who claimed the marks were caused by “external pressure”. The TV has never been dropped, struck or subjected to any accidental damage while in our possession.

Despite this, John Lewis has refused to repair, replace or refund it and has incredibly quoted £1,145.44 for a new screen. I have asked repeatedly for the full engineer’s report, photographs and evidence showing how they concluded the damage was caused by us, but have only been given a one-line statement.

I have now been told I should pay for my own independent engineer if I want to challenge their decision.

For a TV only a few months old, this is appalling after-sales service and completely undermines the reason I chose John Lewis in the first place.

Absolutely shocking company. I purchased a cooker that cost a fortune. Arrived chipped and dinted. I was told to send photos for a partial refund. I have done and then we have heard nothing. Shocking customer service. Damaged items. Wont be using again.

Completely shambolic customer service and, as many reviewers say, not as they once were. I ordered a mattress that arrived dirty, was told on the phone I had to go in store to sort an exchange because it was an in-store order. In-store team said I need to deal with it over the phone. Then they ring me but only to ask for photos, not dealing with the actual complaint, saying they will ring again in 48 hours. Called later that same day when I was out and they expect me to ring them back when they have messed me around. I still have a dirty mattress and getting through takes about an hour. Absolutely pathetic service they should be ashamed.

I purchased a Motorola moto g86 mobile phone from John Lewis. The attraction was that it was a good phone offered at a discounted price.

The item was to be collected from Waitrose the following day. I received a text message saying that my order was on its way and I set aside some time the following day when it would be collected. Then nothing..........

Eventually I received an e-mail saying that the item was "damaged or lost in transit." I am at a loss to understand how a phone could be damaged in transit or lost when it's put on a John Lewis van and driven 4 miles down the road.

The phone I wanted is now of course out of stock and a compatible phone is significantly more expensive. I am contacting JL to get a refund.

Thank you John Lewis for the utter waste of my time.

The next phone I order will be from Amazon. No drama. It just turns up.

Sent me the wrong product. Waste of time do not buy from this website

Ordered a washing machine 9.30 thursday then reaslised i needed a better model
Cancelled it at 10.00 same day but for some reason the cancelation did not go through as i had emails saying being delivered on monday tryed to contact john lewis put 9n hold waited 45 mins gave up and have tryed numerous times since then.made a complaint through email to them.did not hear back.then eculated the complaint still no answer they have my money.
Just got another email saying delivery monday tommorow .
Cant get an answer dont think they have anyone mann9ng their phones
Was going to buy a better machine from them.
They used to be a relible dependable firm. BUT THEY ARE NOT.NOW

I love John Lewis it’s the only place I can spend a morning getting a make over, get a new wardrobe then retire to the cafe for coffee ☕️ and cake 🍰

The whole experience- excellent website (easy to navigate) quality products (curtains and lighting) competitively priced .
Speedy delivery… John Lewis retains it’s reputation in a challenging marketplace.

I had a fitted kitchen installed by John Lewis.

The customer service in the pre-planning stage was execllent. An hour in store (or online) with one of their staff, showing you round the ranges and introducing you into the ballbark prices. They ask you to invite a wish list of tricker or expensive elements of your project to aspire to.

At least point you should be comfortable going forward with a kitchen planning attending your house (if you think the ballpark price is achieveable. By designer did a throgouh assessment of my kitchen and made CAD renders of what the new kitchen would look like. A fitter also attended to ensure part of the project was technically feasible. A few revisions later and I was ready to sign in store.

This was a great opportunity to flesh out any last design changes and place the order. I was then handed over to the office staff who were less competent. It would make sense for the kitchen planner to hold the project from start to finish as he had established a relationship with me. The office team communicated sporadically, chaotically, and inaccurate. The worktops arrived on the wrong day which could have scuppered the project's completion time. Fortunately I think the paid the fitter to work to 8pm one night to get it done.

The fitter was excellent and has the kitchen looking stunning, I am a difficult customer and would normally find loads of snags, but this is not the case here.

After completion John Lewis office staff have activated the finance as planned, but they're support throughout the project is continuing to be poor in terms of a lack of communication aabout remedial parts being delivered (deliver to store!).

The kitchen itself looks brilliant and the planner Simon W. and the fitter Steven did a briliant work coming up with a workale design with features I wanted (many are standard such as undercabinet lights.

Overall, I am happy with the design and installation. However the office based interventions were unhelpful and I found it often easier to ring the planner. For that reason I give only 4 start.

Would you believe this 'Angela from John Lewis' another order has been lost. Just got an e-mail saying you lost my parcel. Once again instead of helping I got I cannot do that. She actually said everything has changed. John Lewis you have changed your procedures that do not ensure customer care. You lost the parcel and had the cheek to tell me there is one two hundred miles away in Peter Jones madness. But you cannot order it and I cannot order it and you cannot get the store to hold it. Alice In Wonderland - The Mad Hatter times.

Required a replacement dishwasher and visited the Norwich store. In half an hour, everything was arranged, including the delivery date, by an exceptionally welcoming employee who provided us with all the necessary information.

Given a present of a smeg coffee machine by our daughter. Unfortunately the milk part of the machine did not work (heating and frothing). Our daughter got onto customer service who asked for the machine to be returned to High Wycombe store for a like for like swap as the machine was within the first year of purchase. One of the High Wycombe managers refused, despite written instructions, case number and purchase number. Despite customer services saying they had reached out to the store, the said manager refused. Apparently no similar machine in stock. Asked for a similar machine to be found in another store and we could collect from High Wycombe store later in the week. Apparently that is not her job OR their policy. She took the machine (going against the consumer law in this country which states that it should br replaced or a similar product offered). We assume that she will refund my daughter although we have no proof (daughter lives in another part of the country). Manager told us that she had the power to refuse to do what customer services had said and written (we went with a transcript of daughters discussion and agreement with customer services.
Absolutely disgusted with John Lewis High Wycombe and their customer care. No effort made by said manager to speak to customer services or to understand consumer law.

I had a problem with my package and I used the live chat to see if anyone could help me but they just left me on that chat all day long so I emailed them my same issues thinking they will actually response but it has been days and still no response

After 30 + years I am giving up ordering with them. Recent online service has been dreadful and I don’t need the stress of wrong deliveries, no show deliveries and waiting hours on the phone for customer service.
Very sad!

Unfortunately John Lewis has gone down hill with appalling customer service on the phone 1hr 40 mins for an overseas call centre. And they couldn't even help

I have been extremely disappointed by the logistics and delivery processes with John Lewis. After ordering an iPad on a Saturday, I received an email every day for a week advising me that it was out for delivery. There was no follow up or management of their courier choice, DHL, who had clearly lost my iPad as their tracking website never changed saying it was at the depot.
My frustration was only added to when I was to wait on hold for 20-30 minutes each time I had to call customer service about my delivery. That is an unacceptable length of time to wait to speak to someone and the live chat function wasn’t available either.
On my last attempt I called at 8am, I got hung up on after 20 minutes, and after calling back and waiting another 20 minutes before speaking to an advisor, I was put back on hold while the advisor called DHL to raise a return to sender and refund. Surely, for best customer experience, I didn’t need to be on hold for that part. That is between John Lewis and DHL.
I don’t blame John Lewis for my iPad getting lost/stolen (that’s down to DHL) but a company has to be measured on how it treats its customers, and especially how they deal with issues when they occur.
Safe to say I won’t be using John Lewis again.

Good choice of products and good prices for brands in the sale. Easy to order and simple to collect in store. In store colleagues friendly and helpful

I visited the Liverpool store kichen appliances department on the 4th Sept 12pm and was helped by a very understanding sales assistant Kate who I would say went out of her way to help sort an issue out with an AEG dishwasher I wanted to buy.
She was very thorough she even phoned up AEG to confirm things over a sliding door issue and while serving me another customer was waiting behind me and instead of just ignoring her and concentrating on me she asked for assistance on her headphone for another assistance to come and assist the waiting customer which really impressed me as a total customer service attitude and this service is what sets John Lewis apart from other departments.She even took time out to check my Reward card and implemented it .
I walked out of the store with a renewed confidence in shopping exclusively with John Lewis as its been a very long time since I've recieved such brilliant service. Kate is a huge asset to this store and would like to thank her again for the best service I've ever recieved in a long time,Well done John Lewis and Kate for giving me a very pleasant shopping experience and again well done for employing a Gem .

Ordered an apple 11 watch in store at Edinburgh branch. The order was taken on hand held device and I paid with credit card. I was told that “hopefully” I will get an email with order details sent through.
I left the store and after 30 minutes no email had come through. Now extremely concerned I returned to the store as I had nothing to show that this item had been paid for. One of the partners told me that perhaps the wrong email address had been inputted by mistake. He then checked my name, address and nothing came up. I said to him can he not go through the history on the hand held device and I was told no. He then brought the store manager over and I was told by her that the order probably has gone through and to wait 5 days and if it doesn’t turn up I had to contact my credit card company to get a refund!!!
I asked if I could speak to the partner who had taken the order to see if he could log in and check his transactions and was told no. The store manager had no interest in helping other than passing it onto me to sort out even though it was their mistake.
I have still not received the watch. Have raised 2 complaints rang them four times and and waited 30 mins and no answer. I Will never shop at John Lewis again and if you do order in store make sure they give you the order number to write down and check all the details they have inputted. They used to be the best customer service but from shop floor to contacting them absolutely awful!!!!