Review Time
We bought a mattress at the start of October and having bought mattresses and other furniture from John Lewis before we were confident we'd have similar experience to previous purchases and could trust the retailer in spending £600, unfortunately within three months my husbands side of the mattress has started to dip, we called John Lewis who sent an engineer and even with the clunky spring sound has said it's normal wear and tear at three months! It's the most uncomfortable mattress we've ever owned and we are now able to feel several springs. John Lewis aren't interested in resolving this complaint and we are left with a £600 mattress we cannot sleep on. Do not recommend the mattress or John Lewis. The person in the customer care centre has been rude and arrogant and apparently there is no one more senior than him!
Shocked and appalled by the handling of this by a retailer we use to trust. Really think JL have gone down hill in their quality and their customer service.
So far so good, Phone calls to Customer service advisers who have all been great.
I need to resolve a problem, they said they may send a person out to assess my Mattress. Supposed to last at lest seven years. Not made it past 3 years. I have been in pain suffering a bad back. Lets hope for some consistent positive events.
Unfortunately, my experience wasn't great. When trying on boots I had to call over the sales assistant who was engrossed on her mobile. When I asked for a shoe horn I was brought one suitable for shoes and not a tall ankle boot - she didn't seem concerned and went off to a corner to resume on her mobile phone. I then had to request her attention again to try on the other boot.
All in all very poor customer service.
I use John Lewis because their products are safe bets. None of that well-described rubbish that one finds on some overseas, giant websites. High quality and backed by a credible, responsible company with its own employees at heart.
I purchased a new induction on 13/2/26 and it was delivered on 17/2/26 (the same day i had my old gas hob removed) the item arrived and it didn't have a plug like the website stated, replacement was issued for the incorrect item, the same item was delivered on 21/2/26 so after finally finding out which item I needed as all the AEG induction hons were incorrectly described on the website, been waiting for my new hob to be delivered 27/2/26 and as the delivery is now coming when no one is free to accept the delivery, I can't even change the delivery time or date!! Absolutely ludicrous!! DON'T BUY FROM HERE!! All I keep being told is sorry you havent recieved the service we usually deliver and have to wait for replacements!!
Really disappointed with JL online, on multiple occasions I've received extremely low quality goods which I've been refunded for. Apart from the exuberant price tags that do not match the low quality of the products, it's now become obvious that JL is gate keeping and not allowing people to submit low scoring reviews.
As an example, I left a 1 star review for a £25 glass water mister - it was extremely thin glass, plastic chrome handle with a series of defects. It's the sort of thing you'd pickup in IKEA for £2. After leaving a review, 2 weeks later it was not approved - this is the SIXTH time my negative review has not been posted, yet my other positive reviews have.
This means John Lewis is only allowing positive reviews which is essentially a form of false advertising.
Appalled at how John Lewis are treating their customers.
I purchased a Dyson hoover in October '25 with an egift voucher promo of a £100 voucher to be claimed in December. I filled in the form to claim but never received my voucher.
John Lewis denied that any other customers had been affected but it is evident from many other reviews here on Trustpilot that, that is not the case.
I escalated my complaint and they gave me the £100 voucher as a 'good will'. I see that other customers have not been so lucky.
It seems that John Lewis rely on customers claims either not going through or not being claimed in the small claim window. John Lewis say that they do this so that people don't claim the voucher for returned items but why not issue the voucher to customers who made a qualifying purchase and did not return after a set time automatically. Why do customers have to remember to submit a claim over one month after they made a purchase.
I have seen one review here where a woman in her 80's was left £500 out of pocket with his promo con. Absolutely disgusting way to treat your customers John Lewis.
For all those who have complained and been refused their voucher please escalate and make a formal complaint using my case reference CASE-30470366 Order number 521739517 to ask why they have refunded me and not you.
I was very disappointed with a recent experience ordering custom-made curtains from John Lewis. I ordered them specifically on the understanding they would be delivered within 7-14 days. As they had not arrived after 14 days, I contacted customer service. Customer service told me delivery had been attempted the previous week. I then challenged customer service regarding this delivery they claimed had been attempted, as there was no communication to my phone and no evidence on my doorbell camera. Customer service then 'retracted' their previous email, clarifying the curtains had not actually left the couriers warehouse.
This experience was very disappointing for the delay in the delivery, but also the fact customer service falsely claimed a delivery attempt had been made to justify the lateness. This is not the standard I expect from John Lewis.
Product arrived quickly and so well protected and packaged. I loved it but the lamp was too big for my bedside cabinet. I asked to return it which was handled efficiently.
Love John Lewis as long as you have no issues with your online orders and have to deal with customer services in South Africa, who provide an appalling service. They do not listen to you, do not read emails sent to them (even though the enquiry number is quoted at the time of the call). Unable to escalate further as told unable to do so and unable to speak to a manager as told there is not one.
Please bring back customer services in the UK and do not train people to read from a script. Years ago we received a more personal customer service experience which was exemplary. This is no longer the case. I have had three separate dealings with customer services in South Africa and all have been poor.
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