Dear John Lewis Customer Care Team,

I am extremely disappointed with the lack of support regarding an order I placed over a month ago using my £50 gift card, which I still have not received.

I have contacted your customer service team twice, yet the issue remains unresolved. I find it unacceptable that I am still waiting for you to investigate with the delivery company before issuing my refund.

I have been more than patient, and I am now requesting a full refund of £50 to my original gift card without further delay.

Please treat this matter as urgent and contact me as soon as possible with confirmation of my refund.

Kind regards, Enxhi Shurdhi

Delivery scheduled yesterday. At 9-20pm I get a text message from the driver saying sorry out of time won't be today, please reschedule. So instead of it being out on the next delivery I go to the bottom of the pile again and earliest delivery is 5 days away. So I cancelled the order. A once great shopping experience, JL has now become a dinosaur

We had a faulty light fitting after only a few months. The Wilmslow site was extremely helpful and solved instantly. Really nice helpful employee ordered me a new one, arranged delivery and issued a new guarantee. No fuss just great service. If I have ever had a problem in the past with anything purchased from here, they have been fantastic! I will be making all purchases from John Lewis in the future!

I bought a duvet from John Lewis because I trusted the brand and expected good quality products and reliable customer service. Unfortunately, my experience has been extremely disappointing.

The duvet had a very strong and unpleasant smell, which persisted even after airing it for weeks. I emailed John Lewis three times but received no reply. I eventually had to call them myself before they finally dealt with the problem and issued a refund.

I then complained about the lack of response to my emails. John Lewis acknowledged my complaint and promised to send me a £15 e-gift card as a goodwill gesture. However, despite this promise, I have still not received it.

It is extremely disappointing to be ignored repeatedly and then be promised compensation that never arrives. I bought from John Lewis because I trusted its reputation, but the customer service I received fell far below my expectations.

I have completely lost faith in this company. I will be sharing my experience with all my friends so that they can think carefully before deciding whether to shop at John Lewis.

I have bought from John Lewis for many years, but on this occasion I am wondering where the emphasis on customer care and quality of service has gone? Having had a disappointing experience ordering a microwave from another supplier, I thought I could switch to JL for absolute reliability. Wrong! The microwave arrived damaged... dented all along one top edge, and the polystyrene packaging looked like the whole thing had been dropped... broken pieces. Now, having had to re-package with some difficulty due to the jigsaw puzzle of packaging, And having had to lift a fairly heavy item and get it to the Post Office myself, I learn from JL that 'within 9 days they will have received and processed the return, and within 14 days I will receive the refund'!!!! Considering that I paid extra for one day delivery from them, having to wait this long to receive a refund is, in my view really poor customer service. SO unless I can pay more money now myself, to replace this purchase, I have to wait 2 weeks to get my money back. Totally put off now from buying from JL online.

A few weeks ago I wrote a quite scathing review of this company and its customer service. I was venting frustration at getting nowhere.

Well, I did get somewhere. I was contacted about my review. I was listened to. Faults and errors were put right.

Sometimes it's nice to know you can shake the tree and get a genuine, helpful and honest reply.

Thank you John Lewis for restoring my trust.

The feedback relates to a purchase I attempted to make today (14/10/26, at approximately 9:45 am) at John Lewis, Kingston.

I went to the bedding section to look for the following item:

Kingsize deep-fitted sheet, Egyptian cotton, white, 260 thread count

Seeing that there were none on the shelves, I asked a customer assistant if he could check the stockroom. He checked his app and informed me that the item was out of stock and that my best bet would be to order it online and use Click & Collect. I thanked him and started trying to order it online while still in the store.

As I was having a bit of trouble finding the item, I approached a sales assistant named Rosa. Instead of helping me order online, she asked what I was looking for and offered to check the stockroom before I placed an order and, lo and behold, she returned with the bedsheet I was after.

Rosa could easily have helped me place the online order, but she went above and beyond by double-checking whether the item was in stock, saving me extra shopping time in the process.

Rosa then asked who on the shop floor had told me the item was out of stock. I said I didn’t want to get him into trouble, but she assured me that she only wanted to offer him feedback and support so that other customers approaching him wouldn’t have a similar experience.

Given these qualities, I can’t praise Rosa enough, and I demand that you give her a pay rise, Christmas bonus, promotion or extra paid holiday.

Thank you for your attention to this matter.

Seiko

Extremely disapointed with the after care not received by John Lewis.

After spending hours speaking to multiple John Lewis departments to ensure I had a suitable replacement for my faulty Neff fridge freezer, I was repeaetedly assured the applicant would fit.

The first replacement arrived and didnt fit. After numerous conversations I was assured an AEG would fit, only for John Lewis to arrive with the wrong applicant,

The inconvenice has been considerable but what is most disappointing is that despite make a formal complaint, John Lewis have not even had the courtesy to acknowledge or respond to me.

Mistakes happen but ignoring a customers complaint is simply not the standard of service I would expect from Johh Lewis.

Please Please Please John Lewis , please call me !!

We had been trying (unsuccessfully) to buy an Apple iPhone 18 and a Neo Laptop.
Whilst in John Lewis at The Trafford Centre I wandered into the Electrical Department and was very fortunate to meet the lovely Eva from The Apple Counter.
I asked if they had any in stock, and to our utter amazement Eva managed to produce a Neo that was in an open box and was reduced by £70 and a Brand New iPhone 18 in the colour my wife wanted.
What a lovely young lady she was,with an enchanting smile and wonderful personality !
Thank You Eva, You were a Star ⭐️

It has become increasingly difficult to buy things from John Lewis.
The increase in the minimum click and collect and delivery charges combined with not being able to pickup from Shell garages has meant that I buy a lot less from John Lewis.
The delivery on my latest order is slow compared too other retailers.
Depressing decline from a once great organisation.

Absolutely terrible service from John Lewis. Purchased a washing machine less than 3 months ago. This week it leaked ALL OVER my garage/utility floor, floor was like a swimming pool. Floor damaged and ruined as well as everything on the floor. John Lewis sent out a hotpoint engineer who confirmed a fault with the machine but won’t replace or refund the machine. Will only repair in a weeks time!! I have kids and a full time office job, cannot get to a laundrette to wash for the next week! . Why would I want to use a faulty repaired machine again and risk further damage. I want a refund or it replacing, my machine is only 3 months old, i should not have to settle for a faulty one! The engineer was very rude, said “these things happen” when he saw the mess of the damage done by the leak.

I purchased from John Lewis, John Lewis have my money yet they are refusing to speak to us and will not offer a refund. I’m at ay loss of the cost of the machine, plus cost of the damages. I need to hire industrial dehumidifiers to dry out the damage. I can’t do any washing and I have a child who wets the bed regularly.

Have spoken to JOHN LEWIS twice now and no one will help. I’ve paid you for a machine that’s caused terrible damage, I want a refund, the faulty machine taking away, and compensation for the cost to repair the damage.

I’d expect better service from John Lewis.

The customer service is the worst I have experienced- appalling! No one is accountable and I feel almost scammed because I parted with my money but the service I expected from John Lewis does not exist.

I ordered made-to-measure chairs and a footstool from Bristol Cribbs Causeway. I was told that when they were ready, I would be contacted by the supplier to arrange delivery of the three pieces together.

I received an email from customer care, telling me that my chair would be ready for delivery in 10 days. I was concerned because two items were missing from the order. I emailed back to say that I was expecting 2 chairs and a footstool. The next response from customer care addressed me by the wrong name and then stated that the 2 footstools would be delivered in November and the chair delivered separately! The customer care agents, were unable between them, to send the right information about my order and use my correct name. I emailed again, to say that the wrong items were mentioned, concerned that there was an error and I would not receive the correct pieces of furniture because customer care kept sending me the wrong detaiils.

Yesterday I called the customer care number and after a long wait, I got through to an agent. Then I entered a dystopian maze of very long, repetitive scripted responses, which did not address the points I raised, with no interest in helping me get the answers I needed. I wanted clarification on the details of my order and all three items to be delivered together safely to my address as promised when I made my purchase. I asked for contact details of the delivery and the supplier organising the delivery.

I requested to speak with a manager and was told no one was available as they were in a meeting! At the end of two hours of lengthy scripted speeches, being put on hold twice for extended periods, the call dropping in and out, with the agent not responding or using what I can only describe as inappropriate, time wasting behaviours and loud, shouting voices in the background, I stated that I was ending the call because no progress was being made, my concerns were not being dealt with, my questions not answered and it was a waste of my time and I would be contacting Head Office.

I love John Lewis but why do they use Royal Mail to deliver? It’s such a hassle to receive the parcels and drop them off. Other carriers are better.

Honestly, a truly disappointing experience with John Lewis, both in terms of product quality and return service.

First of all, the quality of the mirror I ordered was horrendous, especially considering the price. The reflection was warped and distorted, so I had to return it.

To arrange the collection, John Lewis CALLS YOU!! Seriously?? Why am I receiving a phone call to arrange a return instead of being able to manage the process conveniently by email? I then had to spend around 15 minutes on the phone waiting to get the collection booked, only for the agent to have issues with the system and put me on hold. The system wouldn’t allow her to waive the collection charge, so she had to issue the amount via a gift card instead. The entire process was unnecessarily complicated and outdated.

The collection itself was another nightmare. I had to wait almost a week for the first pickup.
To make matters worse, the packaging the mirror arrived in had an awful smell that lingered throughout my flat, so I had to wrap it in plastic just to make it bearable to keep indoors.

When the courier finally arrived, he rang the wrong doorbell. I had to chase him down the street, but he never returned to collect the mirror. The first collection was therefore unsuccessful and a total waste of time.

For the second attempt, I specifically requested two people to handle the mirror, as it was too large and awkward for one person to carry safely. Despite this, the driver arrived alone and could barely manage the mirror by himself. He then started removing the protective plastic packaging inside my flat to get a better grip, creating a mess and making an already frustrating situation even worse.

Definitely not the level of service I expected, and it’s made me think twice about shopping with them again.

Easy to find what you want and purchase. Delivery was well informed too. Defo use again and again

Another awful experience with John Lewis. Bed delivered but wrong size headboard sent. Had to travel to a store to sort it out as the phone customer service is so bad. No one speaks proper English, loud screams and noises in the background. In store staff member told us all UK call centres are being got rid off in favour of foreign ones. I won’t be buying anything big again from JL as there is basically zero customer service if something gores wrong.
Now trying to get the replacement delivered and yet again lady on the phone is a dumb as a post

Overrated poor shadow of its former self. They lost my package and the operator I was corresponding with in the chat just upped and left during the chat. Horrendous customer service. The operator's name was "Simnikiwe M", and he's a disgrace to the company.

Wow, I had no idea John Lewis had fallen so far. I always considered them a safe, if more expensive and slightly upmarket, option when ordering something online. I won't be ordering from them again.
This is not the John Lewis I remembered. They have a call centre in India and they use Evri to deliver.! That probably says it all.
I ordered a pair of jeans and Evri told me for three days that they were unable to deliver, without ever trying to deliver. Today they finally delivered - a briefcase, not a pair of jeans!!
Currently waiting to get through to India to complain. Beyond useless. I'll be sure to tell everyone I know.

I purchased a Meaco dehumidifier in 2024 which had a 5 year warranty.
Unfortunately this product developed a fault and started to leak.
I telephoned customer services twice and spoke to 2 different people who both were very unhelpful!!and eventually told me to take it back to the store where the staff were equally as unhelpful All I wanted was a replacement. i was told to rebuy the product and wait for the refund voucher to go into my account…I was absolutely disgusted that I also pay extra for the replacement even though it was under warranty.
I just can’t believe how much the customer service has changed….it is none existent which is so disappointing after spending a lot of money in store as a loyal customer This experience has really made me think that I will shop elsewhere in future.

I ordered a TV online recently. The payment went through, I received a confirmation email with the delivery date and 7am - 5pm, time range.

I didn't receive a text message, the night before (as confirmed by email) and my TV was not delivered on the confirmed date.

So I called the customer helpline and was put on hold for about 4 minutes. Then told that my order was stuck in Pending. I confirmed it wasn't as I had paid for the TV & had a confirmation of purchase & delivery details.

I was then asked to wait 24 hours and they'd call me back to book my delivery.

26 hours later, I called the customer helpline again & I was told that my order was still stuck in pending & they had raised a ticket with IT.

So I asked when I could expect the delivery of my TV and I was told I should cancel my order & get a refund. I then asked if I should reorder online & was told no, due to the current fault.

I'M SPEACHLESS. John Lewis, what's happened to your excellent customer service?