John Lewis & Partners Reviews

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!

Awful quality furniture. A £1000 leather armchair burst at the seams after less than five years.

Company's response was that this is normal wear and tear.

Shoddy quality and shoddy customer service.

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"

Item I ordered still not arrived after two months. Apparently it's out of stock but the customer service has been appalling. I've just cancelled my order after chasing up for two months,

I phone jl, and after endless pre recorded garbage, the phone went dead, second time, got through to a badly English spoken person, who I could just about understand, its 10am so not out of hrs, the person was in the Philippines, jl was good now , too many managers in there stores and supermarkets trying to hit targets, there going to follow m&s down the drain, none of there staff know anything about what there selling, they been dinning of there name for a few years, now the cracks are showing

I'm sorry to see the bad reviews on here. Sometimes people are more likely to write reviews when things go wrong, which is understandable. I shop a lot at John Lewis and while nobody's perfect all the time, I still find them to be one of the most reliable, friendly, well-stocked and efficient department stores out there. And I'd recommend their free virtual beauty consultancy that I tried today - so accessible and fun, thanks.

Absolutely fumming with JL today 28/4/2021carpet booked , phone up and cancelled carpet fitting due to fitter with bad back , every thing stripped out of room incl carpet for them and all the work i been doing decorating including new slide robes and bottom shelving can not be completed until carpet is fitted , got to wait another week and live like this is unacceptable. could not even apologise on the email , just the usual standard new appointment date , where is your customer service , no wonder you having to close all the stores in kent, Come on Marks and Spencer lets do business for my new sofa that I was going to buy from JLWell the saga continues turned up today 30/4/2021following cancellation of an another appointment so all was going well which meant that i did not have to wait 4 more days and guess what DELIVERED THE WRONG CARPET, Defo be going to Carpet right for the 3 other bedrooms to be done if i can get the same carpet, i shall be making enquiries at the weekend, the underlay really looks nice with the manufacturer logo.

They have been brilliant on a massive £3k order. Stuff shipped ahead of time. 1 thing did get lost in transit but they've fixed it and followed up. Sending stuff back was easy. Very happy with customer support

Bought a birthday gift and paid for next day delivery to arrive a day before my father's birthday. I was told it would be left and a photo taken, but was informed it wasn't delivered because no-one was in. I can only assume this was because it was alcohol related. However, when I asked for a refund for the postage because DPD who they used wouldn't return until Monday, 2 days after my father's birthday, I was refused, even after the woman on the phone supposedly spoke to her supervisor. The women on the customer service call was extremely rude and unhelpful, and kept informing me that as they had tried to deliver then they had fulfilled their obligation of next day delivery so wouldn't offer a refund. When I asked to make a complaint I was told I had to do it online, even though when I checked online it says to call a number so she lied. I am extremely disappointed in how this situation was dealt with and made to feel like a nuisance. There was no care or understanding in the woman's tone at all regarding my situation. I have since brought up the problem via the online chat instead who did offer a refund for the postage, hence 2 stars instead of 1, so it clearly was possible to be nice! but I think some training for your customer service staff on the phone is very much advisable!

I purchased an expensive £95 lambs wool throw and within a few weeks it stated to bobble or pill I think is the expression. This item just sits of the back of a sofa and is is purely decorative so not used as a blanket or anything. I contacted customer services and they weren’t interested. It now looks like a cheap item I could have purchased from a bargain store. I expected so much more from John Lewis their attitude was I had to put up with. No refund was offered , Awful service

extremely poor experience, bought a fridge freezer from John Lewis, believing them to be a premium brand which offers a competitive service. The website is, in hindsight, vague about the exact method of delivery however it did state the fridge would be delivered by John Lewis themselves as it is a large item.Two couriers turned up, announcing they were John Lewis with the delivery. As previously instructed, I had already unplugged my existing fridge freezer (which was being replaced) and moved it from the wall to make it easy for them to remove - I had paid to have the appliance removal service from JL. As soon as the couriers entered my property it was clear they were struggling to move such a large object and I got the impression they either hadn't done it before or didn't take care. I had recently had a laminate wood flooring throughout my house which I was keen to preserve, placing old carpet along the hall to do so. I politely asked they avoid damaging the floor if possible when moving the appliances. I informed them the fridge had rear wheels so it can be removed easily but they chose to rest the fridge on the front corners, on two separate occasions, resulting in irreparable damage to the floor (individual planks of wood can't be replaced as it is all flush fitted, plus very expensive). I notified them straight away and one muttered that the damage was already there before they arrived!!! I asked him to repeat and he said 'nothing', the other one acknowledged the damage. As such I took photographs and also annotated the delivery note to detail it. The couriers told me that I'd need to contact customer service, which I did do.After phone and email confirmation, I was told the couriers were actually contracted by JL and not part of the company themselves, which was not made clear. I try to avoid third-party couriers due to poor experiences in the past and felt this is a misleading part of their sales. Despite this I know my rights and told the customer service person that whatever contract exists is between JL and the courier, the only contract I entered was for the sale of the fridge from JL. They are therefore responsible for the delivery. This was disputed all the way and on several occasions the customer service person was very arrogant and treated me like I know nothing, telling me I was 'wrong' and I felt he was goading me. Their response was they had spoken with the courier company, their manager interviewed the two couriers who both denied it, their manager believed them and JL took their word for it. I said, even though I provided photographs and annotated the delivery note? They just skirted the issue. Seems to me unless you have close up CCTV in your home this can easily be the response they give. Who in their right mind would annotate a delivery note in front of somebody, if they were just making it up? This formed the basis of all further dialogue with JL, very back and forth, I received phone calls from them rather than vice versa, when I just wanted to get on with my day! The courier service was not even a well-known one it was an independent one based in Merseyside with only one branch, which is nowhere near my home. I got the impression the plan had to be changed as an emergency.I received legal advice and had a letter drafted which actually referenced the statutory protections and precedent - this was also disputed. I had had regular dealings with the same customer service rep ho spoke to me in the previous manner, I stated in my letter I would like it to be dealt with by someone else and actually sent it to another email address which was meant to be the Head of Customer Service and a 'separate part'. Nevetheless I receive a phone call early on a Saturday morning by the same person, very aggressive and blunt in tone, totally cutting off anything I had to say. I was totally adamant, but after having some time to think I realised the company clearly doesn't put its customers first and I was unlikely to get anywhere unless I pursued legal advice which would be counter-productive financially. The outcome was a £50 refund, which was meant to reimburse me for the recycling service!!!After this I will never deal with JL again as they are no different to getting a good deal with a company who uses the same courier.

I wanted to buy an e-gift card for a departing colleague. I checked that John Lewis accepted Paypal - they do, yay - so set up a Paypal money pool. Collected a decent amount and tried to buy the e-gift card. No paypal offered. Contacted their gift cards customer services (which is outsourced) who were clueless but followed it up for me. Result - Paypal not available for e-gift cards. BUT I could buy a gift card and pay £7.50 (!!!) for next day delivery. Perverse. This company is relying on an out of date reputation. My most recent dealings with them have all ended up with a problem - mainly crushed clothing being delivered. I need to wake up and smell the coffee and realise that this company is skating on previous goodwill and is no longer what it used to be