Following a devastating house fire and moving quickly to new property I ordered beds and mattresses and sofas from John Lewis. They are with the courier DPD, bur because there is no invoice attached to the goods DPD are unable to progress delivery.

DPD have not had any response. from John Lewis to resolve this. I have attempted reaching John Lewis customer service which is impossible, 40 minute wait for a chat bot!!

I urgently need this resolving and have resorted to trust pilot!

Order 561764783 & 562299116

Visited John Lewis in cribbs causeway this morning, breakfast this time was well organised, tasty, good value for money, looks like they have got their act together, well done

Ordered a washing machine in store and delivery arranged for the following week.
Day before delivery text received confirming time window for next day delivery.
On day of delivery received a call from depot saying item wasn't going to be delivered and no information given other than told it might be delivered next week.
Called customer service and after waiting 30mins on the phone was told that it would be delivered next day by special delivery......no it didn't happen. Since then customer service contacted several times (yes waiting for long periods each time to speak to an agent) still cannot arrange delivery.
Customer services now appears to be sourced to off shore agents ..difficulty hearing the agents on understanding them.
Avoid JL if you want good customer service.
They also now try to get you to leave your queries on whats app with a promise to get back to you ....still waiting. We've decided to cancel the order if we can get through.
Not good enough JL.
Update
Washing machine arrived this afternoon with call from driver 20 mins before delivery.
Whilst we are glad to receive the product I dread having to use customer services again and the comments above still apply.
I hope the machine doesn't have any issues as I would not like to have to try and deal with the offshore customer services again.
It will definitely make me think twice before I buy from JL again given the above.

I ordered a dishwasher for my elderly aunt including installation. No problem with delivery but the trouble started after the engineer discovered some live wires behind the old one. As advised I got an electrician to make the area safe and called JL to rebook the installation. Two phone calls to customer services and a failed promise of a call back (well over an hour on the first call and I'm still hanging on on a second call nearing 1 and a half hours as I write this) and I was told by the operator that they could not get through to the relevant team to rebook the engineer visit. The best they could offer was the promise of a call several days later with a window of 10am til 2pm to arrange an installation date. Just to arrange the date!!! How on earth am I to get time off work so that I can be available for the call from John Lewis? This is the 21st century. Meanwhile they have my £125 presumably invested somewhere. Thinking I should just cancel the order and get Silver Saints in to do the job. Oh and just heard from the operator that they now can offer me a date. But quite frankly this is all just not good enough!

Sarah was my personal shopping assistant. We chatted about what I liked and didn’t. She was fantastic! Got me sorted with some clothes that I looked great in. Money well spent on clothes totally suited to me.

I always love shopping at John Lewis. In a time where you're constantly overwhelmed by badly produced everything, John Lewis is reliable and I know that whatever I buy from them, the quality will be good. It takes a lot of anxiety out of shopping.

I bought an incredibly expensive recliner that had issues from day one. I contacted John Lewis customer services multiple times but nobody ever dealt with my query. I followed up twice but was then ghosted. A very disappointing experience. I've since noticed that they no longer stock the item I bought, and it's now available on secondhand sites at a quarter of the cost. {Seeth.}

Bought a new mattress. Day before delivery given a time slot. Day of delivery they rang and gave me a specific time. Arrived. With in 10 mins, old mattress gone, new mattress on bed, all packaging gone. Lovely chaps. Cannot fault service. And the mattress was on sale.

We had two identical chest of drawers delivered today and one is faulty. The top drawer hardly opens and then gets completely stuck. I spent an hour earlier on hold without anyone at customer services answering my call and am currently waiting again for over 45 minutes. I’ve been shopping with John Lewis for many years and have spent a small fortune. This is the worst service (or lack of service) I have experienced. I’m really not happy. Looks like tomorrow I’ll have to waste more of another working day trying to speak to someone - if they ever answer. Shockingly bad. Update - no answer and now they are closed. Not the John Lewis we used to know. Think twice.

Absolutely atrocious, a shadow of what they were.

Opted to order a dishwasher and wait a week longer for delivery compared to AO on the thinking that John Lewis have a good reputation and are reliable. I couldn't have been more wrong.

I had paid for delivery, installation and recycling it my old machine. You select a day for delivery at checkout. The day before delivery was meant to occur I had a text confirming and then in the evening before had a text confirming a 2hr delivery window. Unfortunately that's as good as it gets.

The morning it was meant to be delivered I received a voicemail informing me that the delivery had failed as it had been sent to the wrong depot and they couldn't load it onto a vehicle.

I called them back (which is where I discovered that JL is now outsourcing their customer service) After being on hold for 30 mins I spoke to a chap in South Africa and as much as he was trying to help me, it's basically like speaking to a chat bot as they can only inform you of what JL has informed them via email, which was nothing more than I'd already been told. I requested that he inform someone at John Lewis in the UK to call me back and give me the latest, as I'd already wasted a day off work, so if it was going to be another week to wait for delivery, I would just cancel the order. I said that if I didn't hear back by 4pm I would call back again.

I didn't... Another 30 mins on hold. A different person in South Africa to give me the same non-updates and just to keep telling me she would email again for an update. At this point, I had had enough and decided I was just going to cancel the order. She confirmed the refund amount, which was the cost of the machine plus delivery, installation and recycling I confirmed this was correct.

A couple of hours later I receive an email confirming my refund but only for the cost of the machine, I'm currently on hold again...

I actually can't believe how detached and faceless JL is now. There was no connection between the business and the people doing their customer service other than relying on emails between the two companies. Genuinely dreadful and if I don't get my full refund appears will only get worse.

Firsty the John Lewis communication system is an absolute joke, I spent almost a whole day on and off the phone in the forlorn hope that the call would be answered, this didn't happen, I tried again today eventually giving up and trying the chat system again no joy with the final message informing me that I am being connected to an agent "wait time 98 mins"
My initial reason for the contact was to take advantage of the 10% discount on the 3 major kitchen appliances, after spending a £1000.00 on a fridge freezer I thought some instruction would pop up explaining how to add other products to qualify for the 10% but no.
All of the above could have been resolved had I been able to actually speak with someone.
It is an unfortunate fact, that John Lewis is now just another store and not the store where you felt valued as a customer.
If John Lewis wish to survive then I suggest you change your non existing customer support operation.
I'm not alone several members of the family have had the same problem.

As usual, I chose to buy my white goods from JL.
I made a large order with them containing a few large electrical appliances.
The first booked delivery came and went and they didn’t have one of the items, so I arranged for an re delivery a few days later.

That time, one of the items turned up but the other one didn’t.
I was told it was on a different van and would be with me that day.
After waiting in all day for it, I gave up at 830pm and phoned customer services.

Was told that the next earliest spot they could give me was 6 days later.

I explained that that was too late (I had builders on site needing the appliance), and as I was within the 14 days later cooling off period I would instead like to cancel that part of my order.

I was told that wasn’t possible and that instead the driver would have to re attempt delivery as their policy is that three delivery attempts have to be made before a customer can have a refund on an unwanted item.

This seems absolutely absurd - to send a delivery driver out needlessly only to be sent back with the goods - what a waste of time for everyone involved, not to mention some shocking application environmental policy. If JL truly want to get to net zero within the next 9 years they should probably start with not send lorries out across the country unnecessarily.

The worst bit though is that I’ve sent several emails questioning this policy, pleading with the team to see sense, as well as escalated the issue to the complaints team and heard nothing back. All they will agree to do is book another slot in the full knowledge that that will be a wasted slot.

I will be shopping with appliance world next time, when JL failed to deliver the item for the second time I made the order with them and they managed to deliver the exact same appliance within 48 hours and have been great to deal with.

Sad to see such a British institution that has always prided itself on customer service ignore its customers when there’s a problem. I really
Hope JL improve their customer services for others in the future.

A I have shopped at John Lewis Milton Keynes over 40 years. I have bought washing machines tumble dryers dishwashers fridges freezers furniture lighting and electronics. In all those years the service has been exceptional. The past week all that goodwill has disappeared and I have been left angry frustrated and let down. I thought ordering a £1,500 mattress from this well respected company would be easy. How wrong I could be. Ordering was the easy but and Kathleen the shop assistant was very professional and friendly doing an exception job. However comes the WhatsApp inviting me to phone the call centre to pay for it. 2 days trying to get through: holding on for 25 minutes even the call back failed. Page upon page upon page of what’s app messages repeating the same information to a robot and having three assistants finally messaging me assuring someone would call. They didn’t. In desperation I returned to the store and paid them direct(why this couldn’t have been achieved in the first place!!). Got the message mattress was being delivered an in the slot the lorry arrived. The mattress looked like someone had sewn a thick blanket up the middle of it. The delivery driver assured me it would level out itself overnight” which of course it didn’t. Back to the shop to be “served” by Sullen unhelpful assistant who would only say I would have to wait 6 days for another mattress because “the computer says”. No offer of ringing to ask for an emergency delivery. I asked to speak to a supervisor but told he was on lunch break but he would call me back. 2 hours have passed and no phone call. So I am 74 my partner is 72 and we have a choice :- a lumpy mattress with a slither either side to sleep on or alternatively on the floor. The reason for the purchase was to help my declining back so neither of these are very acceptable. Perhaps we should book into a hotel and ask John Lewis for the cost?

I purchased a matching duvet, pillow cases and sheet which I washed before ready for use.

I was ill and did not change this bed until 4 weeks after it arrived.

The Duvet was 40cms too long!!! All Brands of King size Duvets are always the same length.

John Lewis made it very very difficult as the bedding was delivered over 30 days ago. After many many emails, John Lewis offered a refund but would not replace. I had to pay to have the duvet altered as John Lewis would not accept the duvet back, as again over 30 days since delivered.

As a social worker, I am appalled at received services after a premium purchase of furniture, washer dryer and cooker for a vulnerable adult. Despite stating what is at stake in terms of vulnerability and during a 16.7.26 phone call to Customers Services, the so called operatives failed to turn up again for appliance installations and furniture set up. What was the point of paying premiums and expecting services when same items could have been purchased from Argos, Amazon or EBay at a fraction of the prices?
And another annoying bit is we spent nearly an hour on phone this afternoon to Customers Service only to be cut off without connecting to an adviser
You should know who we are:-
Delivery Post code: UB2
Acct post code: W13

I ordered a replacement oven for an existing John Lewis one which had broken. I placed the order, with other items, on the basis that it could be delivered and installed within 5 days. I arranged a day off around the delivery as I was desperate to have the new oven. No show on the day. Calling both Customer Service and using their WhatsApp message service wasted literally hours. It’s the longest delays I’ve ever experienced with a major retailer. Finally I received 2 different excuses from 2 agents. After a couple of days of me chasing I was told a silly story about part of my order, the oven, staying in pending status, it would take 3 days to change status, they might then ring me to organise delivery in 5 to 7 days. Essentially there seemed to be some kind of admin error their end and I should just wait till they got their ducks in a row and were in a position to fulfill their side.

It may seem inconsequential to some, but my overriding impression was of zero interest in solving the problem quickly, no coherent explanation for why it happened and absolutely no apology at any point.

Having previously rated John Lewis for their better performance over other retailers, I see a major decline and, in a very competitive marketplace, I’ll be spending my money where it gets a better level of service. It’s fine when things go well but it’s these kind of issues that separate the quality companies from the mediocre.

Shocking Telephone & Chat customer…
Shocking Telephone & Chat customer service

Wanted to cancel order.
First phone call - following all options - put on hold after 23 mins - they disconnected
Second call - put on hold - I got fed up after 88mins, I hung up
Third/Fourth/Fifth calls - following options as before - failed to connect(hung up after pressing last menu item)
Sixth call - as before - they hung up after 13mins.

Tried Web Chat Robot
Bot screen , need to transfer to human, please wait.
Wait time 575mins - STAGGERING

Interestingly I received the Chat transcript - no mention of the wait time - so I screen shotted it.

DIABOLICAL DIABOLICAL

Great Staff very helpful I had a query and the lady was more than happy to help. Everything resolve quickly

Communication was good, customer services was very helpful when I had a query about the delivery and the delivery staff were on time, very quick and helpful

We purchased an expensive bean-to-cup coffee machine from John Lewis in December, along with additional insurance for peace of mind should anything go wrong. Unfortunately, the machine developed a fault just a few months later, and our experience since then has been nothing short of appalling.

As soon as the machine broke, we contacted John Lewis Technical Support and provided all the information requested. We were asked for the serial number and, as we weren't sure where to find it, we relied on the adviser to guide us. We gave the number he indicated was correct, and he arranged for the machine to be collected by DPD within five days.

When we asked if a replacement machine could be provided while ours was being repaired, we were told this was not possible. Instead, we were offered a £20 gift card for coffee, despite the fact that our nearest John Lewis store is over an hour away.

After receiving no communication regarding the collection, we contacted John Lewis again the following Tuesday. We were then informed that the collection and repair had been cancelled because the serial number we had been advised to provide was allegedly incorrect. We explained that we had simply followed the instructions given to us by their adviser, but the response was dismissive: "It wasn't the correct serial number, so it was cancelled."

When we requested to speak to a manager, we were initially told there was no one available, despite it only being 5pm and the department being open until 9pm. After insisting and remaining on hold for 45 minutes, we were eventually put through to someone claiming to be a manager.

While they apologised for the situation, the earliest collection date they could offer was the following Monday. Given that the delay was caused by incorrect advice from their own team, we found this completely unacceptable. We were then offered a £50 gift card, but what we wanted was not compensation – we simply wanted our coffee machine repaired or replaced as quickly as possible.

The machine has now been out of our possession for 10 days. When we recently contacted John Lewis for an update, we were told they could not locate the machine and that nobody would contact us for up to 28 days. We were simply told to wait until someone got in touch.

This level of service is absolutely unacceptable. We chose John Lewis because of its reputation for quality products and excellent customer care. Instead, we have experienced poor communication, delays, contradictory information, and a complete lack of ownership of the problem.

Having spent thousands of pounds with John Lewis over the years, we expected far better. Sadly, this experience has completely changed our perception of the company, and we are still without our coffee machine.

Very disappointed.