Johnlewispartnership Avis 

Sooo sooooo bad!

Don’t answer phones

On hold for at least half an hour

Delivery a day late

No installation

Awful experience with their Philippines based customer service department. It really is unfit for purpose. The call took hours, literally. The call handler put me on hold 3 times to speak to the "Delivery department", but got nowhere with them, other than to tell me I could only exchange the mattress I had purchased for another of exactly the same value. This I knew to be untrue. I was happy to pay the difference. Eventually he agreed to process the exchange, only to tell me the system wasn't working and he would have to ring me back when it was mended, whenever that was.
So at the end of an exasperating call consisting of barrier after barrier to a simple request, I'm no further forward. And I'll be amazed if he actually does ring me back.
I for one won't be shopping at JLP again. I can't face the prospect of another interaction with a department which is clearly so deficient.

I ordered a new mattress on line from JL.
In the acknowledgment of my order I was asked to contact them by phone if the delivery involved climbing stairs.
I live on the second floor of a block of flats so I called the robotic call centre on Friday for about two and a half hours but I never got put through to a human. I opted for a call back option. Nothing happened.
Exact repetition on Monday!
Eventually, after hours and hours I got a call back. I imagine the gentleman was calling from India or Pakistan. I gave him the order and delivery numbers. He spoke very hurriedly with such an unintelligible accent I could not understand a word he was saying.
What a frustrating and infuriating situation! If the crew delivering my new mattress tell me that they won’t climb the stairs I’ll tell them to shove the mattress where the sun downy shine!!!

Really poor customer service. Unable to get through on the phone. Forty minutes holding and still couldn’t get through. What has happened to JL

Terrible customer service. Installed a TV which failed after 30 minutes and it took 9 hours of calling. All calls moved between customer service, techical support and installation services, all in an Indian call centre. Continually put on hold and the calls disconnected. John Lewis has descended into the lowest form of customer service and we are still trying to get a refund. This could have been resolved very quickly if we could talk to somebody in the UK. As a result, The TV, soundbar, bracket etc are all going back and we will not buy from Joghn Lewis again.

I love John Lewis IN STORE; never have I found such exceptional staff - ANYWHERE in London, Surrey and, outside on borders of Wales.
I have been singing their praises for thirty three years. Investing in staff, including Waitrose means a renewed way of looking at the care of staff, and not just promotion of management and, executive overseers. By doing this, one can see how staff respond to the customer. They feel valued, and quite clearly proud to work in a JL store.
I love Peter Jones as my mother shopped there, whilst working in Chelsea in the 40s and 50s. She never stopped loving it - and the John Lewis experience in KIngston where we bought put up beds for guests, was her favourite place in recent years.
I am stunned to learn of losses ; I am truly sorry for this. This is heartbreaking.
When JL moved online, I purchased blinds which went terribly wrong. The gent who visited my home to fit them was exemplary however, and worked with much dedication. However, moving everything online around seven years ago, to Manchester was a mistake I am sorry to report; the customer service was NOT as in store, and I had to call back three times, just to get my order correctly placed ( two calls were promised to escalate to a manager, but….nothing occurred ). What young people online / homeward and furniture in Manchester working for JL don’t have is the high standard one has come to expect in store. We love the in store experience as said, as a whole family, with young people there trained to a very high level, as is evident in all they do ( even when supervised by older generation, they bear no resentment that is evident and are Charing and, gracious ).
What happened ? Why move to Manchester where the staff demonstrate poor communication skills and, indifference to the paying public who go to JL for a positive shopping experience?
That dreadful appointment of a female executive during pandemic didn’t help; WOKE won’t bring people to your table, nor inclusion policy for the sake of it.
Go back to WHO YOU ALWAYS ARE AND, CONTINUE TO SHINE. Your old fashioned, established and admired customer centred courtesy makes your work admired, all over.
PLEASE DO RETURN TO IT. Call in older people, and let them lead the young movers at the top - in the right direction. Please.

Terrible customer service response times. I have been waiting over 20 minutes on the phone, a few years ago they were top notch, answering calls in minutes. Why aren't their directors doing something about this? Surely they are aware ! Customer Care in clearly no longer a priority for their board. They portray themselves as caring, customer focussed and peoples first choice department store, this is no longer the case. Very disappointed - take a leaf out of energy supplier - Octopus's book JL and buck up !

Customer Service a Disaster

Issue with a product? Get ready for +1hr each time you call to get answered. Then hope for the best you get any help. This used to be a premium service/retail outlet, sadly its now one of, if not the worst, for customer services. Sad demises of this firm. AVOID.

Bought a TV 2 month ago on the basis that we will be able to claim £100 back as it was on offer. John Lewis never gave us the £100 back , customer service is shocking and rude. John Lewis used to be an amazing company - an absolute scam now! STAY AWAY

I received an order of 4 glass tumblers and one was broken on arrival. It wasn't surprising as each pair of tumblers was in a box with two compartments but no other padding so they could easily rattle around and they are very thin and fragile. I contacted JL by email, was emailed a case number which, they said would result in them contacting me within 24-48 hours. That was a week ago with nothing heard yet. I raised another case but that hasn't been followed up yet either. All I want is to be able to return these not-fit-for-purpose glasses and have a refund. Where are you, JL?

Service is absolutely appalling. Paid £1600 for a mattress in store and after two weeks received a phone call to say it was no longer in production. Customer service person who called said she’d have to call back to process a refund but didn’t. Raised a complaint, received an email apology but still no contact. Has so far taken seven calls, including one on hold for over an hour but still not been refunded. Won’t be using John Lewis again!

Absolutely shocking call centre

I am trying to spend money by purchasing stock which is in a store 50 miles from me. I can see they have the item in stock but can only contact the store through the central number. Whoever thought this was a good idea for enhancing customer service has not sat waiting on the phone for up to an hour each time. What has happened to you John Lewis, you used to always provide excellent service when we could get straight through to the store directly. So annoying

An hour waiting for customer service NO REPLY appalling. Is there any way to speak with anyone within this company? Makes me very nervous of every buying from them again

Terrible do not answer phones to order very dissatisfied.

Always end speaking an offshore call centre that puts you on hold multiple times while they contact different departments to try to sort out the problem but usually fail to do so and they refuse to connect you to the store you bought from. Customer Disservice more like!

UPDATE 25 September: I eventually heard back from John Lewis and was offered some compensation for the inconvenience. I have since returned the wrong item, received the item I ordered originally and am very happy with it. I appreciate there can be problems on occasion so glad it was resolved eventually.

I am sorry to be adding to the many negative reviews of John Lewis' online store Customer Services. I have had to phone numerous times for nothing to be done about an incorrect item delivered to me. I have had no response to any of the 'cases' submitted and the automatic response suggests that you will receive an update in 24-48 hours. I have been waiting almost two weeks! A very poor show and not what I would expect from John Lewis. I will order via the store next time and avoid the online Customer Services experience which appears to be broken.

I ordered an AEG oven at the end of July 2026,it arrived and on installing the OUTSIDE of the door heated up to almost 100 degrees, very dangerous! I contacted customer service, OMG what has happened to JL. I was put into their automated system for ages, cut off several times, finally got through to someone (in some call centre in another part of the world), she kept putting me on hold for over 30 minutes, then transferred me to “technical support “, I wasn’t filled with confidence when he said “turn it off and back on to see if that fixes it”, I told him, that I don’t think that will fix the problem, after being put on hold for another 30 minutes, a replacement was agreed, he told me I could “carry on using it” until the new one arrived, I said that the oven possibly has a fault and that if my house burns down or someone gets severely burned I can quote him in court.
The new one eventually arrived, plugged in exactly the same problem, outside door heating to nearly 100 degrees. The whole process restarted, unable to get through, eventually speaking to someone who is totally incompetent, promises of being called back (which didn’t happen) escalated my complaint twice, so frustrating, they eventually called me back yesterday and I am hopefully getting a refund and the oven collecting. I have been without an oven now for over a month. I will NEVER buy from John Lewis again, and judging by all the reviews I have now seen online, I’m not the only one!

Update, the oven was collected, I had no tracking information whatsoever, they just took it, I waited for my refund, nothing appeared, I called them yet again, spent the usual one hour trying to get through and finally speaking to someone in some far off country, surprise surprise they had no notification that it had been returned, luckily I have CCTV footage of the collection, after being put on hold for 15 minutes they came back and confirmed it has been collected and they would pass it to refunds. Finally got my refund two days later. What on Earth is going on with JL? I will never ever buy from them again.

Shocking customer service. I’ve been waiting on the phone for over an hour simply trying to place an order for a laptop worth more than £3,000, and no one has bothered to answer.
This was once one of the great names in British retail, known for excellent customer service, but sadly it seems to be going downhill fast. If a company can’t even answer the phone when a customer is trying to spend money it doesn’t inspire much confidence about the level of service you’d receive if something went wrong after the purchase.
After waiting this long, I’ve given up. I’ll be spending my money elsewhere.

Waited over 45min with same hold music going around and around , just drove me mad ! With a repeated message saying they are doing everything... well it certainly peed me off ... really bad customer service no one answered in this time , get dome more staff !

What on earth has happened to this brand? You pay a premium for good quality products and good quality service. I spent £2k on a laptop and it arrived severely damaged. Customer service dealt with it appallingly and now I'm left with a damaged laptop. Will never buy from them again and suggest no-one else does either!!