John Lewis Money Reviews 17,568

The process of setting up my dog insurance was easy to do I am happy with the price and what the policy offers me . Obviously I haven’t needed to claim yet . Hopefully I won’t need to but if I do I hope it’s as straightforward

Really easy and pick up was local.

It was easy to apply online. I am not happy about the very low credit limit.

Using John L

Easily ordered online with excellent exchange rate. However when returning unused euros received very poor exchange rate and received £20+ less than expected.

Absolutely amazing service. Once approved I was able to upload my card and use it straight away even before I have received the physical card.

the website setting up card was very easy very easy card to use well worth signing up.

I have been a member (credit card holder) for about 20 years or so. I pay off my bill in full every month. This month I was a day late because they moved my payment date forward rather than back. No idea why because it was a Tuesday and Wednesday. Anyway, I was a day late. Contacted them through the live chat (which in the past has been fast and responsive). It took over two days of delayed response to finally get an answer which was to suggest I pay on time and move my payment date (again). None of this answered the point and neither did it offer any apology or any offer to waive a late payment fee that they had generated for themselves. The customer service used to be ok, but it is now delayed and unhelpful. I get the feeling they have sub-contracted it and the responders are dealing with multiple things at once (probably less of them).

Also, whenever I am holiday they always block things and I have to call them (you cannot resolve it online or through the App), and this cost me around £50 last time. This never happens with my other credit card providers.

I am planning to cancel my card.

UPDATE AFTER RESPONSE BELOW:

I already have raised it. It was your customer service that basically was zero assistance and said I could cancel my card (of c.20 years duration) through the App. It’s a joke - what happened to customer service? The reality is that this is New Day damaging the JL brand, but JL don’t care much it seems.

I’ve now opened a credit card with another provider and will close my JL account as soon as my formal complaint about the customer service has been resolved, including why they moved my payment due date forward.

FURTHER UPDATE:

My complaint was rejected. They replied quickly, but I suppose ‘cut and paste’ helps to do this quickly. They told me the payment due date can move, even forwards, depending on when they decide to do it. No offer of waiving the late payment fee or the interest. I’ve been a customer for about 20 years, it’s extraordinarily poor customer service. They also reminded me I could close my account via the App (for that personal sign off with thanks for the £ over 20 years… not). Anyway, I’ve had it with them and I’m closing the account. Time for a New Day with another provider. I’d steer clear. The benefits are rubbish too btw.

Was quick and easy to order the travel currency. Only issue I experienced was having to arrange a click and collect instead of a home delivery to ensure I could get smaller notes.
Last few times I ordered a home delivery most of my currency came in $50 or €50 notes - not always convenient for tips and small purchases.
It would be a great idea if you had the opportunity to select the notes you wish when ordering.

Easy and smooth transaction

The ordering process was very straightforward but the collection process was a fiasco. I received a confirmation email that stated that I would receive notification that my currency was ready for collection on the day arranged. On the day, I received no notification, so as I did not want a wasted journey I decided to collect the following day. When I went to the store the next day staff told me that there was no sign of my currency. After a long wait, during which phone calls were made to absent members of staff who might had taken delivery the previous day, it was established that the cash had been delivered but had not been put in the correct place for collection. After a long and tense search, the member of staff who was helping me eventually found the envelope, hidden underneath a printer! I have nothing but praise for the staff member whose perseverance eventually located the missing currency, but both she and I found the whole experience very stressful. I think that the other staff might need further training on the correct process for dealing with incoming foreign currency. Incidentally, an hour after I picked up the currency I received the email telling me that it was now ready for collection!

Very helpful & friendly member of staff.
She’d been on holiday with the same company I’m travelling with & was very positive about her experience.

Lots and lots of emails of a card I’m yet to receive. Please send my card please

Great Service from the member of staff. Friendly, professional and infotmative

Excellent service, exactly what you would expect from John Lewis
a brand that separates them from the rest

Staff was very helpful, was wanting to use the £5 off reward, I set it running when outside the store as was worried that phone reception in the store might be an issue, we had to use the lift as the escalator was out of order, when we got to the 4th floor reception had been lost and couldn’t get the offer back up, even tried to connect to the store WiFi still no luck, however the member of staff was very helpful and could see that we had the offer and having not purchased from John Lewis previously she could see that we hadn’t used up this reward so honoured it, thankfully. When outside the store the countdown started again! Rate wasn’t the best but made it comparable when getting the £5 off.

I opened a John Lewis Money account to make international payments. So far so good until a regular card payment failed. Should have been a normal situation but according to my bank, JLM created a pending payment that locked said funds in my account. Not a problem if we’re talking about £20 but a big issue if it’s £1000 and upwards. To make matters worse I then had to made at least 7 calls to JLM & Lloyds to resolve the situation. JLM eventually (36 hours) sent me an authorisation code to cancel the pending payment and as I write am waiting for Lloyds to cancel the instruction. Not a great situation since my daughter is still awaiting funds in Italy. I have opened a complaint with JLM who seem to be erroneously suggesting the problem lies with my bank. Hours wasted and a very ponderous service from JLM and a failure to take responsibility as the FCA demands.

Thank you for responding quickly Karen, I have already had a reply from JLM’s 3rd party provider (XE) dismissing my complaint/concerns out of hand and failing to address any of the issues I raised. The pending payment remains on my account more than 2 days after it was erroneously created by JLM but they don’t seem to care about that. Pretty much in line with the service I have received so far. Regards, Mike

Final post of this thread. Lloyds Bank have this morning told me they cannot use the authorisation code provided by JLM to cancel my pending payment of over £1000 and that JLM should cancel the transaction at their end of the system. The agent told me if JLM won’t/can’t do this I just have to wait and hope the pending payment drops off my account after 7 days. So the bottom line is the service is fine until something goes wrong and then you’re on your own. Use the traditional banking system instead and save yourself time and money!