Johnlewispartnership Reviews 400

Shocking customer services ,£1450 payed for smeg fridge deliverd damaged and not installed by delivery team dumped in hallway sent images to them idiots in southafrica about ten times going to trading standards never use them again

I have had a very poor and still unresolved experience with JL recently. From the online IT system to the outsourced customer service team, the entire process has been an absolute nightmare.
Live chat waiting times are regularly 40–50 minutes, and if the chat disconnects, you have to start all over again. I made numerous phone calls and received many promises, yet nothing was resolved. I eventually had to visit the store in person, where the staff member was polite and helpful, but even then it took around an hour to deal with the outsourced support team.
I placed a simple Jo Malone order on 24th April as a birthday present for my daughter, but due to the unnecessary delays and poor handling from JL, her birthday had already passed before the issue was resolved. After nearly 20 days, I was only then informed that the item had apparently been “lost in transit”.
Despite already cancelling the order in store, I later received another call saying the item would still be delivered. When I asked about my refund, the customer service representative was rude and dismissive, telling me I now have to wait until 18th May for their systems to be fixed, and then another 14 days for the refund process. Honestly, it feels like I ordered from the other side of the world rather than from a major UK retailer.
What makes this even more frustrating is that after visiting JL Kingston customer service, I placed the exact same order with Look Fantastic that same afternoon. The order arrived smoothly within just 2 working days, was cheaper, and even included several freebies.
Most of the appliances in my house -from the fridge and washing machine to the dishwasher and many other items - are from JL. That is why this experience has been so disappointing. It genuinely makes me question whether it is worth paying the same price, or sometimes even more, only to receive such poor customer service and delivery support.
In the current economy, customers expect reliable service, especially when paying premium prices. It does not matter how large the suppliers or brand reputation are - if deliveries fail and customer service is poor, customers will eventually look elsewhere.
Sadly, John Lewis customer service seems to be going downhill.

This is so sad to see John Lewis delivering such terrible customer service. I ordered online, paying supplement for next day delivery. Didn’t arrive. No message to explain. Phoned them the next day. Guaranteed to arrive the following day. Didn’t arrive. No message to explain. Phoned them the next day. Delivery system down - no one able to access orders. No message to explain. What is going on?

We just called John Lewis Customer service as I want to buy a £1300.00 pushchair from their Nottingham store and needed to speak with someone about the item. I was told they didn't have a phone number for the Nottingham branch, and couldn't connect the call what customer service is this?

Please can you view the above case which I have now received a response . I even drove to John Lewis this morning to talk to someone directly who agreed that this was not right. I have tried to contact you 3 times by phone and can only get someone in India who won’t discuss any of the issues or even offer advice.

This is not what I expected from your company and I am very upset , frustrated and feel completely let down.

Over the years I have spent a huge amount with John Lewis and this garden furniture cost me £1600 pounds only to last me 2 summers! Part of it has broken away from the joints and cannot be sat on.

We are just out of guarantee by 4 weeks and only discovered this when we uncovered it yesterday from last year.

How can you as a business advertising your wonderful products and customer service not even offer any help at all even though I mentioned the consumer act of 2015 which I feel should be taken into account.

There is no way that this furniture should only last me 2 years.

I am 64 years old and we have hardly even used it that much.

How can you think this is acceptable . I am going to take this further if you still decide that John Lewis won’t even look at fixing this for us.

Despite receiving the usual delivery timed email on the expected day of delivery for a washing machine, the appliance took and extra 13 days to arrive! No explanation, no apology on the day, no offer of compensation until I pushed for it and then offered only £50!! absolutely shocking, customer service did not care one jot and even mis- spelt my name in a reply email. I would be giving zero stars if I could. I will order from Costco in future to get the same 5 year guarantee for large appliances - such a shame that a company who replies on their good name is in such a shambles.

Something has changed with John Lewis customer service… I’m a lifelong customer and always thought of them as a reputable brand, somewhere I go to for more special homewares etc - including in this instance spending my wedding gift voucher on a new suitcase set for my honeymoon. The bags arrived damaged and I have been trying to resolve this with them for MONTHS. I don’t know what is going on with their customer service now but it sounds like it’s all been outsourced and it is just really really bad. I’ve wasted hours trying to resolve this. I imagine they’ll lose a lot of lifelong customers like myself. What a shame.

Wedding guest outfit. Paid £350. Never arrived. Telephoned customer services twice. In queue both times up to 10 mins. Got through to a human being and was then cut off mid call on both occassions. Tried chat bot. Got nowhere. Asked them to call me. Nothing. Then completed a detailed customer complaint form on line. No response. Attempted escalation process but couldm't complete as i wasn't acknowledged with an origonal complaint reference. Worst customer service experience ever and they still have my £350. I have since purchaed another outfit from a decent company

Visited Trafford Centre Electrical dept recently and wanted to examine a basic Kindle and Kindle Paperwhite and in particular how they felt in your hand as the Paperwhite was bigger and apparently a bit heavier- the weight was a significant purchase factor to me .Unfortunately, both the Kindles were attached to a frame which in turn were attached to the Sales bench. I asked a Sales person if I could try the Kindles for weight but he said that was not possible as they were attached to the Frames for security. I said that I could understand to a point, but my purchase would be based on the weight difference vs performance factors. He said that he couldn't do it for security reasons but I informed him he could replace it back in the cradle after about 10 seconds.
I said that was not acceptable to
me and I would purchase elsewhere.
This experience has and will affect future purchases from John Lewis as they used to be first choice.

Terrible customer service from John Lewis & Partners.

I recently purchased a rechargeable table lamp which stopped charging after just 3 weeks. My first call to customer services was positive — the advisor arranged a replacement quickly. However, I later discovered I had been charged £7.95 postage for a faulty item, which is completely unacceptable.
From that point on, the experience went downhill. I encountered rude staff, repeated long hold times, and was unable to speak to a manager despite multiple requests. After several unsuccessful calls, I had no choice but to raise a formal complaint via email and copy in the CEO.
Although I was eventually contacted by the CEO’s office, I am still waiting for the full refund owed to me.
This has been a frustrating and disappointing experience from a company that prides itself on customer service. Based on this, I would not recommend purchasing online from John Lewis.
If you want, I can tailor this for a specific platform like Trustpilot, Google Reviews, or a more formal complaint letter—they each benefit from slightly different tone and structure.

Cut off 3 times trying to sort a faulty kettle costing £100! Gave my details 3 times, spoke with 3 different people, and got cut off after giving details . Tried the online chat, waited over 7 mins to get to communicate then got pushed back another 7 mins. What is going on ? I thought John Lewis were supposed to be top notch ? It feels like i have been a victim of metrics , where there is a time limit , then then they hang up ? Awful experience , I'm going to talk to somebody in the store tomorrow , this is shocking customer care.

A Bosch fridge freezer was delivered by JL. It was not fully assembled. It still isn't. Cost £718.

At the time they had an "Installation charge" £115. This would take out the old mains plug, put in the new one, and clear the packaging, oh yes and assemble the missing bits.

I complained that their product was not of merchantable quality, you would not sell it with missing trim.

No sensible response from John Lewis. We will remember this saga.

After wasting my time and petrol last week with their faulty ‘check stock in-store’ feature on their website, I tried to call my local store so an actual person in the store could check stock. This is no longer possible and you can only call generic customer services based who knows where, who were very rude and full of attitude. Yet again poor customer service from JL, you have ruined your reputation.

My Sansung Television remote is faulty.
Plus Im elderly and housebound.
I purchased the New Samsung TV in November 25.
I had to call Twice the TV was under 6 months old .
I have been noteing the failures since the 7th of April . It happened 15 times Especially bad when mr my Doctor phones me and I can't put it on mute.
I googled the problem ,it's noted and instructions are to remove the batteries and put back.
My first call was very long due to continually being put on hold . Then the 3rd time the person stated he was contacting Samsung. Eventually it's me now being questioned by Samsung . I never purchased the TV from them . My problem should have been handled by John Lewis alone. The TV has a 5 year guarantee the remote is necessary . A fault under 6 months old is noted as being faulty from the start.. I phone again and I'm told one will be posted. Yet not received yet . On my TV screen up popped a message from Samsung saying I hear you have a problem with your Television please call Samsung . No number included. I further re read their confirmation email ,and unbelievable that I will have to return it for repair.
John Lewis is not following the Law the Sales of Goods Act 2015 .
Their customer service people must be told to keep putting Customers on hold and tell them anything.

The customer service is SHOCKING at John Lewis.
Used to be best in class, now is a complete joke.
Ordered 3 sets of plates and ordered next day delivery, never arrived on day 1 and a delivery was never attempted as I was in all day. Rang customer services and got through to the South Africa team and the woman could not have cared less, could not wait to get me off the phone. Diabolical.
Did I feel like a valued customer - NO.
She said would be delivered next day. Did it arrive next day…. NO. Rang again, this time a man in South Africa customer services said ….we will cancel your order!
Lost sale, rude incompetent offshore customer service who do not care less.
So disappointed.
I then ordered other items a week later, this time they miraculously arrived however one item was missing and the other items are damaged due to such poor packaging!
Thought I’d try the chat facility on customer service this time, low and behold back onto South Africa with yet another person who couldn’t care less. No sorry, no empathy and no solution.
I will never EVER order from John Lewis again
They have gone from best in class for customer service…. to by far THE worst.
I am not surprised by the reams of customer issues listed here.
Appalling.

Ordered a selection of crockery from John Lewis and was disappointed for it to arrive mainly broken. Packaging was insufficient and Evri had a hand in the delivery.
So not a big problem surely a quick chatbot experience would resolve the issue, I was mistaken. I ended up in a circular conversation with an employee who wasn't interested in resolving the issue and eventually cut me off.
So now I'm left with only one option - I know longer shop with John Lewis.
No wonder 81% or reviews are one star.

Not order from this company for long time placed order and guess what messed up again take your money had phone put down on me 8times today and do nothing to make coustomer happy get uk coustomer service or your company will close back again to tell you to wright to FOUNDEVER at FS this is a scomplaints@found ever.com as they lie and disrespect was on phone snd they admitted telling me 3times they lied I suggest you deal legal address as I am the address is financial ombudsman FOUNDEVER just want you to call ombudsman this is how they care about you I have went on to linkin and contacted ceo of company and he got back ask for recordings of all calls be aware this is not John Lewis they employ FOUNDEVER a little room with no manager they can treat you disrespect you as no boss lie to you throw down phone etc using Jo logo and third world service boyycot avoid if you want to stay healthy waiting on refund for item I order in 23april have e mail saying received back refund only done yesterday lip stick that was 2yesrs out of date waiting on refund body suit that was cancelled have to wait on refund when you call no records of this they ask you questions they should have saying we have to wait on refund coming back omg it was not returned it’s 2years out of date told to bin it they don’t know anything. Why doesCX put them in job contacted them to CEO by the way you are being told if there outsourced to Africa Coustomer service is affecting you to contact a mental health charity. For support this is disgraceful don’t really want to pay these incompetent people hi folks just called FOUNDEVER and spoke to manager who put me on to the boss of JL team they have all diff departments had long chat phone number is01789277052

John Lewis can No longer be trusted with supplying a quality product, or dealing with a valid complaint in an honest transparent and fair manner.
I ordered an Easter bouquet ftom their online site as a thank you. What actually arrived after 7pm in the evening, was a lesser amount of wilting straggly dying stems.
Having contacted customer services that evening with photo evidence, I was told to call back the next day so that the supplier department could action the refund. What actually happened was a rude manager making ridiculous excuses and telling me that there would be no refund despite the obvious evidence. An email ftom John Lewis even suggested that it was the recipient's fault for using an incorrect vase!!! The few stems sent were not of any decent quality, wilting & past their best.
John Lewis have ceased to become a trusted name in retail. They are now Ruthless, deliberately Avoiding refunding the customer even when a full refund is justified and with proof & evidence. Their rudeness and avoidance tactics include trying to blame the customer however illogical & irrational.
Terrible.

Tried to contact the JL customer care team after a parcel of expensive dresses went missing.
I had no idea until yesterday that they have sacked their UK staff and outsourced customer relations to a call centre in South Africa.
I can only assume that this is a cost cutting measure because the staff have not been trained properly, don't listen are not interested. When I asked to speak to a manager, I was told they were all on their lunch (at 4 in the afternoon) or not available.
Will never buy online again and will think long and hard about buying in store.

What has John Lewis done to customer service. Purchased a premium brand TV, it has a major fault within 8 weeks of getting it. No option to return the TV and have to go with a repair! This is a premium brand that cost a lot of money, I didn’t buy a seconds or budget TV!
Repair is out sourced to Martin Dawes who are only in our area 2 days a week and only offer full day appointments - not helpful when we have fixed commitments or full time work, so can’t offer pick up for 3 weeks, then a week fixing time if parts are available. That’s also if it’s repairable!! Just not good enough from a company that we bought from, expecting a higher level of customer service. Can’t speak to customer services in store as we have been directed to the off shore helpline. So so so frustrating and unacceptable. Bad form John Lewis, your reputation is falling rapidly. Shame