This has been one of the worst customer experiences I've ever had. I ordered a cabinet, but the courier found every excuse not to deliver it to my flat, despite this being part of the service I paid for. I was then forced to rebook the delivery and spent 45 minutes on hold with customer service to do so. The failed delivery, lack of support from the courier, and excessive waiting time are completely unacceptable. Based on this experience, I would never buy from John Lewis again.

I recently ordered a garden table which was advertised on the website as 98cm long. When it arrived it was 178 cm long and as it was made of stone I could not lift it. A misdiscription on their website.
I spent 90 minutes on the phone trying to arrange collection and they said not for a week. I then had to cover it to protect it from the rain as it was lying flat on the patio. I received an email asking if I was happy with the service and to call if there was anything else! I could not get through on the phone again!!!! Then they tried to charge me a collection fee and deducted that from my refund, plus they would not refund me until they had collected the table.. It was a shambles and not what I have experienced ever before by John Lewis.

Big fan. Has everything in one place.

Ordered an LG tv with installation and take away old tv add ons. Delivery scheduled 20/07/2026 and text received day before confirming slot between hours of 08.11 and 10.11am. We waited and waited. No delivery arrived! Waited on phone for 60 mins for customer services to find out why it was late and when to expect. Get through and immediately they cut you off, chat took two hours to get a reply and that was clearly not in UK and a complete lack of understanding about situation. Called customer service three more times and no response. No courtesy call, text or email from JL to advise of lateness. Shocking!
Television finally arrived FOUR HOURS LATE! Excuse was lorry broken down but they’d managed 7 other deliveries before mine! Still working that one out! I don’t believe it.
They attempted to install TV and it’s BROKEN! So we now have a broken new tv sitting here that doesn’t work. Still waiting for a call that we were going to get within two hours of delivery to sort situation out. We actually called up - yet again - then having to endure What’s App messaging to then 40 mins later get to speak to someone - who advised Tv out of stock now! I also spoke to Technical and Comment from the advisor in technical to me ‘these things happen’. I found that comment extremely rude. Lack of empathy and understanding of situation. Could hardly hear the person, foreign accent and speaking too fast! Collection of broken one can’t be until 27 July. No refund until then. So here we are with a £549 broken tv, no refund until collected. JL couldn’t care less that we are stuck with nothing.
JL have become some company that tries to trade on its past reputation and has been smashed to pieces in recent years. Sadly those days of a person understanding problem and WANTING to help resolve the situation went a long time ago! They have become a very poor second rate company who don’t care about their customers just their hard earnt money. Having used them for 50 years I find it very sad that they have come down to this and just show no empathy towards their customers like they used to. They don’t even try to get problems rectified - just couldn’t care less. To be honest I don’t think their future looks too bright if they carry on like this. You are a disgrace JL!

I recently used the WhatsApp chat line to raise an issue with delivery. What a pain that turned out to be ! Had to keep the chat open for 1 hour 25 minutes or so. Really frustrating and time consuming. On the plus side I received a call from an advisor the next day and we had it all sorted in 5 minutes ! Please John Lewis, make it easier for a 1 to 1 call - much more efficient and less stressful.

I wish to give specific mention to 2 John Lewis customer service representatives who went above and beyond to make me feel a valued customer when their senior managers had failed in their duty to do so. One colleague Abeljolie, in furniture aftercare dept despite being out of his rota hours sorted a resolution for damage to a piece of furniture delivered to me when I never had the promised contact from his senior managers. Another colleague Clodine in customer services, spoke repeatedly to her managers to resolve damage to another order I had received. These JL employees reminded me of the company of old, sadly not evidenced by many of their senior colleagues. Thank you to both these partners, they should be commended.

Extremely disappointing experience.

I ordered flowers through John Lewis and wanted to include a personal message. The website clearly stated that I would recieve a link at checkout to add my message, but no link appeared.
I then tried contacting customer services and was left waiting on the phone for over an hour without speaking to anyone. There was no way to get help or resolve the issue.
For a company with such a strong reputation, this level of service is unacceptable. Ordering flowers is ofetn for a special occasion, and something as simple as including a personal message shouldn't be this difficult. The lack of customer support only made the experience even more frustrating.

Based on my experience, I wouldn't recommend using they improve their ordering process and customer service

Tried to order a washing machine online.

The delivery date was this Wednesday 22nd then changed to Wed 29th. Jojn
Lewis want to charge for delivery, take old machine away and fit new one a lot.

Tried all evening to speak to customer service to see if could get us a machine before next week. Online says customer service open till 9.00 pm called 4.32 for 24 mins no answer then again at 6.56 for 1hour and 17mins no answer, again 8.56 no answer, poor service. In the end cancelled order and can get elsewhere tomorrow.

Feel John Lewis customer service is not what used to be at all. Nothing in store to buy everything online, staff say you can Order and pay for click and collect or pay delivery. Whats the point in having staff and a store might aswell be online only.

Very disappointing!!!!!!!

I have placed an order for two items a fortnight ago. The first item said delivery within 3-5 days. It has not appeared. JL cannot tell me when or if it will be delivered
The second item (a dishwasher) has now failed to appear on two separate agreed days. I tried calling customer service towards the end of the second agreed day. I waited an hour being repeatedly told my call was important and everything was being done to get someone to speak to me. After an hour I gave up and ended the call. I was subsequently told (the next day) that the dishwasher had not been dispatched due to staff sickness. Did no one think to tell us? That's a day of my life wasted.
John Lewis get your act together!

**The experience over the past three months of purchasing a Belling range cooker from John Lewis has left my 87-year-old mother upset, frustrated and feeling extremely let down by a company she has championed for decades.**

For many years she has been a loyal John Lewis customer and, despite spending over £1,200 on a new cooker, refused to shop elsewhere because she trusted the John Lewis name and the customer service it has always been known for.

She had visited the Cheltenham store several times before ordering and found the staff in the appliance department to be knowledgeable, friendly and genuinely helpful. They are not the problem. Throughout this experience the in-store colleagues have consistently tried their best despite clearly being restricted by the systems they have to work with.

The problems began immediately after placing the order online. My mother wanted removal of her old cooker and installation of the new one, but after waiting around 40 minutes on the phone I was told this couldn't easily be added and that the only solution was to visit the store and reorder. As my mother no longer drives, this meant family members taking time to transport her to Cheltenham, where the staff cancelled the online order and placed a new one with installation included.

Just before delivery she then received a text suggesting installation and removal were **not** included after all. Another lengthy call to customer services resulted in being told they couldn't even view an in-store order and advised us to return to the store yet again. This resulted in another unnecessary journey for an 87-year-old customer, including one visit during one of the hottest days of the year. The store eventually confirmed everything was correct, but by this point we'd spent well over two hours on the phone, made multiple trips to the store and still had no confidence that the order had been processed properly.

Unfortunately, this was only the beginning.

The cooker was delivered and installed by AO on behalf of John Lewis. The delivery team were polite but clearly under pressure and did not fully test the appliance before leaving. Had they done so, they would have discovered that the main fan oven immediately tripped the electrical circuit, meaning half of the brand-new cooker simply didn't work.

When we contacted John Lewis, rather than taking ownership of the problem we were simply given the number of another third-party company to contact ourselves. That company was initially impossible to reach, leading to yet another visit to the Cheltenham store. Again, the staff were sympathetic and helpful, but because after-sales support had been outsourced they could not directly arrange a resolution.

After waiting around two weeks, an engineer attended and told us that although the cooker could potentially be repaired, if it were his own he would expect it to be replaced. He also explained that my mother was within her consumer rights to request a replacement and said he would submit his report accordingly.

However, we have continued to receive completely conflicting information. John Lewis has said it must be repaired. The third-party repair company continues to call to arrange repairs. My sister then took my mother back to the Cheltenham store, where she was assured it would be replaced and that the matter would be resolved. Yet even today the repair company insists that only a repair has been authorised.

What should have been a straightforward purchase has instead become nearly three months of confusion, conflicting advice, repeated phone calls, unnecessary journeys and considerable stress for an elderly customer.

My overwhelming impression is that John Lewis has outsourced so much of its delivery and after-sales service that nobody actually owns the customer experience. The call centre can't see store orders. The store can't directly control the third-party providers. AO handles delivery. Another company manages faults. Another sends engineers. As the customer, you are left trying to coordinate organisations that don't appear to communicate with one another.

The greatest disappointment is that this no longer feels like the John Lewis my mother has trusted for most of her adult life. The people in the Cheltenham store have been consistently professional, kind and helpful, but the systems around them have failed completely. For an 87-year-old loyal customer, buying a premium cooker should have been an enjoyable experience. Instead, it has become exhausting, stressful and deeply disappointing. That is not the level of service anyone expects from John Lewis.

I’m extremely disappointed with my recent experience with John Lewis.

Immediately after placing my order, I realised I had selected the wrong size and contacted customer support straight away to request a change. However, within just nine minutes of submitting the order, it had already been processed, meaning no changes or cancellations were possible. I was still waiting to speak to support when the order had already become unchangeable, and by the time I reached an advisor, there was nothing they could do.

The only solution offered was to wait for the parcel to arrive and then return it, or attempt to refuse the delivery. However, refusing the delivery is not a realistic option, as parcels are often left at the door without confirmation or the customer being present. In practice, this means the delivery can be marked as completed even if I have not personally received it.

So the only option I was given was to wait several days for the parcel to arrive, arrange and pay the time and effort of returning it, and then wait up to two weeks for a refund after John Lewis receives it back. This entire process could take several weeks, and this was the only solution provided.

The explanation from customer support manager was simply that the order had been processed quickly and therefore nothing could be done. While I understand the need for efficient processing, making an order completely impossible to amend within nine minutes leaves customers with no realistic opportunity to correct an immediate mistake.

This has been an extremely frustrating and inconvenient experience.

Staff are brilliant- courteous and helpful.
Store is laid out yo make browsing and shopping an enjoyable experience.

I've just been trying to speak to someone regarding an order I want to place. You can no longer speak to anyone at your local store you have to go through a call centre. After waiting 50 minutes someone answered the phone.
I wanted her to arrange collection for three wall lights. There was only one available on line but the stores had plenty in stock. She just said no it couldn't be done. They only deal with online orders. What happens now if you buy something from the store and you can't get back to that store to rectify any problem if they only deal with online orders. No customer service at all. I never thought I'd say I would not shop with John Lewis again.

I have been messed around by the customer service team Catrina is the person in Charge
In all good faith I purchased a Jura sofa from John Lewis waited a long time for it to be ready only to be told the furniture firm gone into liquidation so I explained I have mobile issues as well as other upsetting illness with many HOSP appointments.
I have shopped for 40 yrs with John Lewis bought all my furniture from them plus other items for the house
So I had to trek to Peter jones as the sales man said nicer helpful people more choice so I got taxi there & back & found a Jura sofa paid £1,000 for it & was relieved finale I had some nice to sit my old sofa was finished
So I went along with their brochure to have a co they recommend called clear a bee who came weeks later two men who wrecked my walls in hallway other owners share hall they were not interested in listening cut it up to take it out which I arranged with girl at cleareabee I complained as I just had the walls painted weeks before it took me approx 6 weeks of ringing complaining no response
So rude & irresponsible
A man came to paint he was only given 2 pics I had sent at least 5 so he only wanted to paint 2 I phoned the office when he was there the guy in charge was not wanting to speak to me !! I had 2walls painted the others not good
The new sofa arrived the guys from JL were horrified at the mess these others made they took photos
My sofa arrived it had a bad smell unwrapped of smoke , and the 2 cushions ( 3 seater ) were odd & did not fit properly so they had a man come in he said he could smell nothing & then reported said he.could but he did not lie down on it as the top end where head lies stunk !
So new cushions arrived still part in middle I was sliding down into this customer lady who is suppose to be helping she is making it as hard as possible for me and all I want is to be comfortable as I must take rest most days
So now she wants to send same people along again ! What for they work for their company JL pay them it’s a scam , fancy JL a huge company goes to these sorts of carry on for such a small amount how petty is this if they knew what she was up too I am sure I could get proper help but she says the line stops with her I do not believe her ! If her shareholders knew this story I think they would be happy to help me & if her superior above her knows then that’s even worse !
The lovely old fashioned but modern JL was so fabulous best shop in uk not now gone down hill plenty of sofas go big now with others but I have always been happy & loyal but JL it seems has lost their values of loyalty to their faithful customers .
So now she offers me some money , but this representative of JL does not UNDERSTAND I want my comfort I paid £1,000 for ? I want to sit on my sofa read a book & feel comfortable
So last nite I see they have a sale my sofa £475 sale a little bit larger than mine only 10 inches but it might make a difference to the comfort of sitting on it ! I said let us just call it a day let me have this Jura same colour excellent, it will fit I sent her all measurements perfect
NO SHE REFUSED.
No reason except for WE HAVE FOUND NOTHING WRONG IN YOUR EXISTING ONE!
Then WHY have you obliged me & heard what your furniture man has seen & HAD NEW CUSHIONS MADE ???
She is not telling the facts & saying misinformation.
This is pathetic she could take back this one sell it as showroom as I saw others in Peter jones being sold all I am asking for is a swap !
NO TUNNEL VISONED DOES NOT WANT TO HELP
JOHN LEWIS PLEASE EXPLAIN WHY DOES THIS PERSON CAUSE ALL THIS DELAY & NONSENSE & LOOK UPON ME AS THE PROBLEM? She takes NO RESPONSIBILITY FOF HER ACTONS & SHE REPRESENTS YOUR COMPANY LOOK I HAVE NOTHING AGAINST HER SHE IS PROBABLY A VERY NICE WOMEN
BUT SERIOUSLY DHE IS MAKKNG MY LIFE AWFUL 😞 I AM NOT WELL & ALL I WANT IS THE BE LEFT ALONE TO ENJOY TGE COMFORT OF MY HOME
THANK YOU I APPRECIATE YOUR TIME
NICOLE RYAN

There should be more shopfloor staff
Click and collect should be free----you are collecting so as to save on postage

Absolutely awful experience from start to finish. I purchased a Samsung American Fridge Freezer for £3099 I was in the shop an hour trying to order it. Then I had a phone call from the JL arranging a delivery, removal and recycle of my old one. She couldn’t find my receipt details on the system, so I had to email proof to her and then to top it off the delivery men scratched my
resin floor today. I am so annoyed.

the ongoing commitment from John Lewis to serving their customers and making sure their experience is the best. JL tick the boxes every single time.

Very good experience ordering new made to measure curtains. I went into the Cambridge Store and spent some time talking to a partner who was very thorough and double checked that all my measurements were correct and gave me a follow up email address to change and check everything before final order. The curtains arrived last week, and are perfect, well made and perfect sizing.

I SPENT £700.00 ON A HEMP 2500 COMFORT FIRM MATTRESS, WITH A 7-10 YEAR WARRANTY. THE MATTRESS WAS USELESS AFTER THE 4-5 YEAR PERIOD, AFTER WHICH I CONTACTED JOHN LEWIS CUSTOMER SERVICE TO BE TOLD THAT THEY WOULD SEND A MATTRESS INSPECTOR TO MY HOME. AFTER I GET THE REPORT THEY STATE THAT THERE IS NOTHING WRONG WITH THE BED, AND THERES A STAIN ON THE MATTRESS, SO I WONT BE COVERED. L.L. WRITES TO ME WITH THE REPORT AND SAID CASE CLOSED, I SAID IT ISNT UNTIL I GET MY OWN INSPECTION CARRIED OUT, J.L. SAID IT WONT MAKE A DIFFERENCE. I HAD MY PRIVATE INSPECTION CARRIED OUT, AND IT WAS TOTALLY DIFFERENT TO J.L.'s FABRICATION. ALL FOR SIDES OF MY BAD HAD NO SUPPORT, THE WALL WAS COLLAPSED, THERE WERE DIPS ALL OVER THE BED WHICH WERE MEASURED AND RECORDED, I SENT IT TO THEM AND THEY WERE NOT INTERESTED, SO A TRUTHFUL REVIEW IS MY ONLY WEAPON AGAINST JOHN LEWIS. THIS IS PART OF MY REPORT, TUFTED AND ALL TUFTS ARE SECURE AND IN PLACE AND THE SIDE WALLS OF THE MATTRESS ARE NOT FULLY SUPPORTIVE. THE MATTRESS HAS FAILED THE PRESSURE TEST AND IS NOT SUPPORTIVE.J.L. INSPECTOR IS PART OF J.L. PARTNERSHIP, THEY SAID NO FAULTS.

Very happy with my purchase, love the design of the wall lights and looking forward to having them fitted.