Johnlewispartnership Avis 

What has happened to John Lewis , disgusted with lack of customer service , rang customer service who are abroad & promised to deal with complaint & email within 24 hours , 3 weeks later still waiting !! Bought a ring for £395 that has broken when only 10 months old no one has got back to us we have been passed backward & forward between John Lewis & E W Adams (maker of the ring)after 5 weeks we have got nowhere & worse still don't even have my ring goodness knows where it is !!!!!! So angry !!!!

Faulty washing machine purchased online 13/08/2026 it's 10 weeks old, forced to use WhatsApp no reply until following day then asked me to start chat again from the beginning, so started chat at 9 am this morning it's now been 9 hours and lots of phone calls to Morocco call centre Tec department and then call drops constantly phoned customer service in manilla spoke to Henry full of promises after waiting in queue 1.5 hours he would exchange for another washing machine got me to select a new one told me to get credit card ready he will phone to tech department and they will process order and he will call me after lunch and monitor my order to make sure all gone through..did he call back...did he hell never heard back from him real name HEMERSON as tech department told me as he sent notes to them, so 12 hours in total dealing with faulty washing machine and I'm not further forward. SHAME ON YOU JOHN LEWIS never knowingly undersold, your call centre workers are taking the piss out of us UK people, I will never buy anything from you again your workers in overseas call centres have brought me to tears with utter frustration.. disgraceful utterly disgusting

I am losing the will to wash up!! I ordered a Bosch series 4 integrated dishwasher with a sliding hinge. It was delivered but I was told that I had ordered the wrong dishwasher and needed a fixed hinge. They took the dishwasher away and I ordered a fixed hinge. It was delivered and I was told that I need a sliding hinge and that I was correct first time. They took the dishwasher away. The following week they delivered a sliding hinge dishwasher but they couldn’t remove the old dishwasher due to the back leg not lifting over the oak flooring and that I needed a joiner to remover the side cupboard and sort the leg out from the side. I hired a joiner and he noticed a piece of plastic on top of the old dishwasher preventing it from sliding out. He pushed it down with a screwdriver and it slid out no problem. 2 minutes and cost me £50! I then had John Lewis redeliver the sliding hinge dishwasher but because one of the previous teams had left a connection dripping the cabinet side panel had swollen so the dishwasher would no longer fit. They took the dishwasher away. I wrote to Anna Braithwaite Chief Customer officer for John Lewis but so far she has not replied. So far I have phoned customer services over 20 times, been cut off twice, never get a call back despite promises and struggle at every point to get John Lewis off their backsides to sort this out quickly. So John Lewis has my money, they have my dishwasher and seem to really not care about resolving the problem with any sense of urgency. Are you thinking of buying from John Lews. My advise…save yourself the trouble!

They tell you it is now manged by WhatsApp. You switch to WhatsApp tell the CS Assistant your issue and then they go dark. No further response. You call, hold, get transferred, call gets picked up and then you are just left..you can hear voices in the background but no one attends to your call. Where does one go from here?

I visited Glasgow store 2 days ago to purchase coach earrings. There was nobody at the coach section and asked a passing assistant for help she couldn’t find anybody and suggested we go to the tills at this time somebody appeared and they carried on doing something at the counter we had to ask for help although she wasn’t vey helpful. We asked to see 2 pairs of earrings we picked one and she shouted out you know you can’t bring these back. If it had not been for a present I would not have spent my money there. I will not be back . Also for a supposedly up market store it cold, dingy and the carpet was filthy. Good luck John lewis

Honestly, I’m shocked and extremely disappointed with the level of service. I contacted customer service specifically to confirm the delivery address and order details for my sofa to make sure everything was correct and it would be delivered to the right place. Despite going through all of that, the sofa was still sent to the billing address instead!

To make matters worse, I then discovered that the customer email address had also been changed to a non-existent email address, meaning I received no communication following the failed delivery attempt.

I subsequently called again and rearranged a delivery date over the phone, only to receive an email confirming a completely different date to the one we had agreed.

How can so many things go wrong with a single order, particularly after I took the time to confirm all the details in advance? This is an incredibly frustrating experience and far below the standard of service I would expect from a company like John Lewis.

I am absolutely disgusted by the customer service received by John lewis . After purchasing a Apple ipad for my sons birthday in August 2025 that cost £429 with 24 months warranty September 2026 i put it on charge as usual I realised there was a strong burning smell coming from the charging port and started to see smoke so unplugged it and it went dead . I emailed them first but they were dragging their feet so I decided to ring them after giving all the information pick up was arranged for the ipad to be repaired even though they said it was a fire hazard and under no means use it . I wasn't happy with the thought that it was a fire hazard so if they could repair it why was it a fire hazard in the first place and what's to say it wouldn't happen again! But I gave them the benefit of the doubt and it was collected. Today I received an email from them explaining that the charging port was damaged apparently while in my possession and charging port damage isn't covered . I'm confused to hiw they can pass blame for the fault as the port was basically burning so would of been damaged anyway when they looked at it . To add insult they have offered to repair it for £420.07pence so just under 9 pounds of the original price that they are still selling for to date . So all in all a faulty ipad would cost just under £900 . Then to top it off the customer service I received on the call today was shocking and I was talked over every time I tried to speak they also stated I can get a second opinion off apple at a fee . So if apple have apparently looked at it and gave that outcome why would I pay to have a second opinion? I wouldn't recommend buying anything form John lewis they are a theiving company with no compassion the ipad was very well looked after and cost alot of money people can't always afford just to buy expensive things but they work hard to give what they can to their children. I can't whip that kind of money out of thin air and I certainly wouldn't pay that kind of money for a repair on a faulty item when I can buy a new one from another company for the same price given the choice unfortunately I can't afford that kind of money and certainly wouldn't pay it as its an electrical fault that John lewis refuse to admit on their behalf. I won't let this go my family were put at risk due to their goods being a fire hazard so if anyone has advice on what steps I need to take to get this resolved please share with me as I feel they are going to refuse to accept responsibility on their behalf and my sons ipad will not be replaced because the rich stay rich by taking off working class customers . I advise anyone not to buy electrical goods from John lewis because the 24months warranty is just fake !

I’ve had the most awful experience dealing with John Lewis numerous agents lying and misleading me throughout a week of emails that I’ve sent. I would not recommend anybody places in order over the phone with their agents they mislead you. They take your money under false pretenses and then have no interesting sorting out the issue.

I brought 2 glass room fresheners from JLP they arrived without any bubble wrap or protection in an oversized box. When they arrived you ould smell the product. Even my post lady mentioned how strong it was and hoped my goods weren't broken. They weren't broken but were empty. I reported this on line which took a week for a response. I was asked to supply a photo which I did but a big box with 2 bottles don't show much. Common sense alone would say not to put bottles in a box to rattle about. Anyway I was asked to take my damaged goods to a JLP shop. Even though on more than ,1 occasion I explained they were empty not damaged. I would have given zero stars for the poor service received however you can't. Shocking service £70.00 wasted.

I am shocked at the appalling service I always trusted John Lewis but what has gone wrong? I have been trying to talk on WhatsApp for 3 weeks continuously asking to speak to a human. I am seriously considering legal action this has caused me so much stress. I ordered an oven that they n er ordered from their supplier but charged me. I only found out this as I waited 2 weeks and didn’t receive my item. I have now reordered been waiting over a week tried to chase delivery and they have no update and I have literally been on what’s app for 3 hours !!!! Absolutely the most disappointing customer service I have ever had

Ordered a coffee machine for my daughter's 18th birthday which arrived broken - took it back to store waited for 20 minutes the guy behind the desk assured me he had issued a refund. 12 days later still waiting for £399.99 to be credited back to us. To replace it we had to shell out another £399.99. Called Customer Services today to find out where our refund is and he advised it could take up to a week for the finance department to look at the case. When I told him it was not good enough he said "Wow" as though I was being unreasonable.
I will never shop with John Lewis again we were always loyal customers but I am so angry

Let me express my absolute disgust and disappointment at the appalling level of customer service I have experienced from John Lewis today. I am left feeling frustrated, let down, deeply disappointed and, quite frankly, furious.

I have spent over 90 minutes on the telephone being passed from one department to another, only to find that nobody seems to have the knowledge, authority or willingness to actually help me resolve my issue. At no point did I feel that anyone took ownership of my situation or made any genuine effort to find a solution.

The communication throughout this experience has been incredibly poor. Rather than being helped, I have been left repeating myself, being transferred endlessly and getting absolutely nowhere. To make matters worse, one member of staff simply ended the call and passed me on to someone else, without any meaningful resolution or reassurance. This is not just frustrating; it is completely unacceptable.

My attempts to seek assistance through email and your online chatbots have also been met with silence or have proved entirely ineffective. It seems that every avenue available to a customer leads to another dead end, with nobody prepared or empowered to take responsibility.

What has happened to John Lewis and the unwavering customer service standards it was once renowned for?

John Lewis has historically stood for quality, trust, integrity and exceptional customer service. These are the very qualities that have set the company apart from its competitors and encouraged customers to shop with confidence. Yet my recent experience has been the complete opposite. I have encountered a system that feels fragmented, impersonal and incapable of resolving a customer’s concerns.

I fully appreciate that customer service teams can be busy and that not every issue can be resolved immediately. However, there is a fundamental difference between being unable to provide an instant answer and leaving a customer feeling completely abandoned, passed from pillar to post, with no clear direction, no accountability and no resolution.

Spending over an hour and a half trying to get help should not be necessary. Having to chase multiple channels for a response should not be necessary. And being treated as though my issue is somebody else’s responsibility is certainly not what I would expect from a company with John Lewis’s reputation.

I will NEVER order online fron JL again. Non exsistent customer service. Have chased a cancelled order and refund 3 times and have been promised a return call 3 times I am still waiting...the responses have been from the script of "I do understand" on loop.
The order has not yet been cancelled to my knowledge, despite asking it to be cancelled on 2nd ,3rd and 5th of October. No sign of my refund of £219, which is paid in full on ordering, of course, the refund would be paid in 5-7 working days from the date of cancellation.
No contact, despite following the escalation process.
I also fail to understand on any level, why a refund would take so long given the money leaves your account the day you make the purchase.
Who do I turn to now JL.....you have let me down, your staff have been dishonest with me and each have different versions of well..nonsense from the script.
I welcome a response.......

John Lewis Escalation Manager Abdelghafour issued a disgraceful "Final Response" full of misrepresentations to cover up staff misconduct. He completely abandoned professional objectivity and attempted to gaslight a vulnerable customer who was dealing with severe anxiety and illness. Be extremely careful when buying electronics from John Lewis; their customer service is profoundly disrespectful.

I purchased an item that had a missing part, I contacted JL by email 3 times with no response.
I then called and waited over 20 minutes before I could speak to a representative, he organised a replacement.
He said a new item would be delivered and I was to give the delivery person the original item, the delivery driver refused to take it and said JL would organise pick up.
I received an email 3 weeks later along with a collection date/time when I wasn’t home.

John Lewis customer service has gone downhill, it never used to be like this, this has made me think twice before making any further purchases online or in store.

I only received one of two packages. It was complicated getting to actually speak to someone and then when I did they didn’t understand what I was telling them. So now I’ve switched to email but two days later I’m still no wiser as to when I will get the missing package and it means I can’t hang my curtains.

Customer service at John Lewis used to be much better than this.

Actually wouldn't give them one star . I ordered a sofa £1.675 on line grom
JL ( all my furniture has been purchased from them ) I went into the store to explain I lived in an apartment 3 rd floor no lift. Never been a problem in the past although delivery drivers aren't exactly over the moon .,not on this occasion thry said the delivery drivers aren't exactly may bring it upstairs but may not I'd have to wait until the day !! I couldn't risk that happening as I live on my own so I cancelled it . I was so upset as I'd been so looking forward to a new sofa . And unfortunately JL is the only company that retail the particular one . The staff in the store were very rude and dismissive. I called customer service when I got home as sympathetic as the operative was she said she was going to e mail me a solution at the end of day - still waiting 3 days ago . I'd also got the sofa on thr stores interest free finance which they still haven't cancelled. So I called 'customer service' yesterday found it very difficult to understand her and still none the wiser . Very disappointed to say the least.

I have a fault on a coffee machine which I recently bought from them. Every time I call them, they disconnect the call mid-way through our conversation. I have been waiting on hold, then when I start speaking to a representative they cut the call. The last one I asked to take my number so that she can call back if it happens again, and when I started saying my number, the call cut!! Now having to go directly to the manufacturer.

I have just had two wasted weeks trying to deal with JL customer services. A refund on a faulty/damaged pair of earrings bought on line was refused, it seems, on the grounds that they never accept returns on earrings due to hygiene concerns. In order to try and get rid of me they claimed not to have been told what was wrong! The whole situation would have been laughable if it wasn’t so frustrating and upsetting. After countless e mails and phone calls iwas finally issued an e gift voucher as a “ goodwill gesture acknowledging that I had been a loyal customer for many years” - basically still denying responsibility. I too am disgusted and can hardly believe this has happened to a respected and trusted company.

Only when investigating further did I discover the outsourcing to other countries.

Sooo sooooo bad!

Don’t answer phones

On hold for at least half an hour

Delivery a day late

No installation