Review Time
Ordered a laptop for my grandson’s 10th birthday. He unwrapped it this morning and to his disappointment, it was clearly not new, with scratches on the casing. Attempts to exchange or return the laptop were met with unhelpful customer services persons, who not only refused to exchange or refund the item but also refused to escalate to a manager. The customer service teams are clearly outsourced as they stated themselves they were not knowledgeable about consumer rights in the UK.
I have now tried to escalate this as a complaint.
Meanwhile we have a very disappointed young man who was looking forward to using his new laptop.
I have always used John Lewis in preference to other stores. However I am going to have to consider taking my custom elsewhere.
Ordered a fridge and freezer. Freezer didn't arrive, and fridge installed but door didn't shut. Freezer arrived, engineer drilled through my cabinet door. Third engineer fixed fridge door, and noticed that the freezer door wasn't on properly either. Main problem: the call centre in Morocco, hard to understand a word. It took 6 phone calls, over 3 hours, to get them to sort. Completely useless. Won't buy white goods from any company with an overseas customer helpline again, sorry John Lewis.
It's ironic that I called to address an issue at my local store, but ended up having a disappointing interaction with the customer service line. I don’t mind where the customer support team is located, as long as communication is clear. However, I spoke with a representative who struggled to understand my name despite my attempts to explain and spell it out. This led to difficulties in locating my account. Eventually, after she figured out my email address, I decided it was best to cut my losses and simply requested that the local store reach out to me directly. I sympathize with anyone facing issues regarding online orders. I learned long ago to avoid ordering online from this company; they truly seem indifferent. It's better to shop in-store or use click & collect for smaller items.
I am extremely disappointed with this company. I paid a premium for a bra, yet the underwire broke through the fabric and hurt my skin—poor quality for such an expensive item. When I reached out, customer service refused to assist since it was over six months old, despite it being a clear manufacturing fault. The product quality is lacking, and the customer care is even worse. I expected so much more.
I called to complain about an experience in my local store, but instead, I ended up documenting a negative interaction with customer service. I don't mind where the support team is based, as long as they can communicate clearly. Unfortunately, I spoke to someone who struggled to understand my name, which made it impossible for her to find my account. In the end, I just asked her to have the local store contact me directly. I feel for anyone dealing with online orders. I've learned—never order anything online from this company. They simply don’t care. Better to shop in-store or opt for click & collect.
I've always relied on this company for my shopping needs, but after reaching out to customer service recently, I've realized my confidence has been shaken. Everything seems fine until an issue arises, then it feels like you're left to fend for yourself. My experience with customer service was frustrating—long hold times, empty promises about resolving my issue, and a representative whose accent made communication difficult. Overall, I’m incredibly disillusioned and disappointed. What are you thinking treating your customers this way?
I love the products and stores, but my recent experience with customer service left me shocked. I was connected to a team in another country, and they were quite rude. My first call involved a complaint, and they were dismissive. The second call was just a simple query about a refund, yet the representative was condescending, making me feel like a bother for asking. There’s a message asking callers to be respectful, but shouldn’t that apply to both sides? This isn’t the level of service expected from such a reputable company. They need to address this before losing more customers. It seems that external call centers don’t care about the company’s reputation or providing good service.
I gave this company a one-star rating, which is more than they deserve. I ordered a wardrobe with a 12-week delivery window, and while it arrived early, it was missing a mirror door. After waiting another five weeks, a blank door was delivered. Now it’s December, and I still don’t have a door. They blame everyone but themselves, make promises to call back that they never keep, and deflect responsibility. Please avoid this company—they will take your money and ignore you if something goes wrong.
After years of loyalty, it’s shocking how little this company values customer loyalty. We chose them over cheaper options because they advertised free next-day delivery. However, after placing the order, we were informed it would actually take up to a week. Their customer service was unhelpful, showing no concern for our situation. When I tried to explain why next-day delivery was important, the representative simply stopped responding. This is completely unprofessional and unacceptable. If this is how they operate now, it’s no wonder they’re declining. We will happily take our business elsewhere.
I had a dreadful experience with the delivery service. The driver refused to deliver the washing machine, claiming he couldn’t find parking, despite us offering several options. After complaining, I was told they would attempt redelivery in three days, but they couldn't provide a specific time. Very disappointing—no washing machine, but they have already taken our money.
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The John Lewis Partnership's Partners own the leading UK retail businesses - Waitrose, John Lewis and Greenbee. Our founder’s vision of a successful business powered by its people and its principles defines our unique company today. The profits and benefits created by our success are shared by all our Partners.
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