Johnlewispartnership Anmeldelser 

Truly terrible. In fact the worst. Directed to WhatsApp which then went round and round in circles.No logic to answers. Then rang a customer line and got unexpectedly cut off after waiting 20 mins. Tried again and after 45 mins waiting, got through to the rudest ever person who talked over me, declined to give her name and then abandoned the call and walked away (though didn’t put phone down) to laugh with colleagues about how much the call was costing. After 51 minutes, I was forced to hang up myself because no one was prepared to listen. Appalling (This all related to a faulty TV bought online for an elderly parent who totally relies on it). Sorry John Lewis - a lifelong customer lost. Never buying again. Ever.

6/8/26: ordered Charles Tyrwhitt Slim Fit Short Sleeve Cotton Linen Blend Shirt, Navy x2.

8/8 Delivered White long sleeve shirt x2 ??

Exchange order placed for 2x BLUE SHORT SLEEVED SHIRTS. I even asked the customer service team to read back the product number and confirm I was ordering Slim Fit Short Sleeve Cotton Linen Blend Shirt, Navy x2.

12/8: Delivered - WHITE LONG SLEEVE SHIRTS X2 !! Again same product as first time around.

ABSOLUTELY USELESS. They even had the front to ask me to return the first set of wrongly delivered WHITE shirts to the store!

As it is this is now the second day I will need to be at home so that they can collect the SECOND return.

Is this a wind up? Is a TV crew going to deliver a third set of unrequired white long sleeve shirts?

No wonder they are struggling with making a profit and the CEO has left to
“pursue new projects”. Let's hope the new CEO puts in place an effective customer ordering platform. I shan't hold my breath.

My washing machine is under warranty and has recently stopped working properly, I contacted John Lewis, after a long conversation I was told I had to contact Samsung and pay for an inspection report which I would be able to claim back, I was informed this was my only option, they were unable to tell me how much the report would cost, reluctantly I contacted Samsung, again after a long convoluted conversation they offered to send an engineer who would carry out an inspection at a cost of £149! I refused the inspection as I am not confident on John Lewis reimbursing me for this, I tried to phone John Lewis back and was cut off, then waited a further 1hour 20mins to speak to someone else, this is still ongoing I have now complained in writing, why are John Lewis making customers pay for a report when they have a warranty, this only reiterates what everyone else is saying, you've lost another customer, eventually your callous attitude towards your loyal customers will affect you.

Avoid!!!
I bought an iron and 6 months later became faulty,I rang customer services and waited half an hour,I finally got through to a foreign accent who I couldn’t I what she was saying! She took my details and said I have an incident number etc and faults team will be in contact!
I heard nothing back! I rang back and asked as one hold for an hour queuing I gave up!
I then tried the WhatsApp method they have and it asked me my address etc and guess what? Nothing!!
I always thought John Lewis was the best place for after care and garenteed great customer care!!!!?????
I just don’t know what to do! They have left me feeling anxious upset and let down!
I will never buy electric products from this company again and will definitely spread the word how shocking they are!!

There was a tech hitch and NEVER received email with confirmation of order but they did manage to take the funds from my Bank account. Tried numerous times to re-set password at JL request but NEVER EVER RECEIVED THE LINK TO CHANGE MY PASSWORD WHICH JL REQUESTED.....EVEN TODAY SATURDAY 8 AUGUST I WAITED FOR LINK TO RE-SET PASSWORD AND YET AGAIN NOTHING....HAVE SENT SEVERAL EMAILS TO CUSTOMER SERVICES BUT SEEMS THEY CANNOT RESOLVE EITHER.....WHAT TO DO NEXT? IT IS TRUE I DO NOT HOLD THEIR FINANCIAL PARTNER CREDIT CARD AND DO NOT WANT TO DO THIS. ANY ADVICE GREATLY RECEIVED AS HAVE BEEN A LOYAL CUSTOMER FOR OVER 50 YEARS AND MORE.....EVEN TRAVELLED 50 MILES BY CAR TO NEAREST STORE IN NORWICH AND THEY COULD NOT HELP AS I DID NOT HAVE ANY PROOF OF PURCHASE AS NO ORDER NO EVER SENT ...... LOOKS LIKE THEIR TECH PROBLEMS ARE STILL WITH JL BECAUSE HERE I AM SOME 5 WEEKS AND A BIT MORE STILL TRYING TO RESOLVE....BE GOOD IF SOMEONE AT JL WHO UNDERSTANDS WHAT WENT WRONG COULD RESOLVE. THANKS.

What an earthy is going on at John Lewis. Ordered a MacBook Air, they took the money then emailed saying security issue so cancelling my order but they still have my money. I called they said they would get back to me within 24 hours. They didn’t, I called after 20 mins on hold got cut off. If called again, waited 60 minutes to get the call answered and spoke to someone who put me on hold and then cut me off. They still have my £1300. They used to be the best what an earth has gone on?

The most frustrating customer service experience I have ever encountered. First call cut off. Can you imagine spending £2.5k at a company that will not let you speak to the department? Refuses to let you speak to a supervisor but suggests you visit the store 30 miles away? What on earth has happened to the flagship of customer services.

My order from the website was not delivered due to ‘force majeure’. I have contacted the ‘chat’, the email address twice and tried to escalate all to no avail. I can’t get through to a human and am trying social media as a last resort but am not hopeful. I wonder if the company is collapsing?

I have shopped at John Lewis for years but won’t from now on; something has gone badly wrong with the online shop / customer services / store in the past weeks: if my experience is anything to go by people will now avoid the brand.

Looking at other reviews I have only lost about £25 worth of stuff so maybe I’m one of the luckier ones?

What a shame - end of an era when John Lewis has collapsed

I ordered a dress which, when it arrived, looked like it had marks on it…I duly returned it via Waitrose & was mystified when I got an email while on holiday saying they had tried to call me about my return…next day another email telling me they were returning the item to me via DHL to my OLD ADDRESS!!! I still had no idea what was going on…cue fifty phone calls/emails to ‘customer service’ who finally informed me they had rejected my return as it ‘had marks on it’!! Remember the item I returned because it had marks on it? You couldn’t make it up!! Another week (one whole week of my holiday!) went by having spoken to about ten different people…finally spoke to someone who told me she was organising a gift card ‘for all the inconvenience’ Very good but what about the original issue? Many many interactions later, I finally contacted the social media team who eventually told me ‘they realised it would be disappointing but sometimes things can’t be resolved to my satisfaction’!!!! Truly unbelievable…one week back from holiday and the complaints escalation team can’t issue my refund ‘because there’s something wrong with their IT systems and they can’t access the original order.’ It’s absolutely laughable….and remember the dress I dutifully returned to Waitrose? Delivered to an uninhabited house by DHL who delightedly informed me ‘they had delivered my John Lewis parcel’!!! Do not use John Lewis unless you’re prepared to deal with the worst ‘customer service’ I’ve ever experienced in fifty years! No idea what has gone so badly wrong at JL….Btw I still don’t have my refund and now have spoken to another three people…it’s all getting rather boring to say the least…

Absolutely appalling experience with John Lewis & Partners and a complete lack of respect for our home.

We ordered a dishwasher with installation. Before the visit, our electrical faceplate was undamaged and our existing dishwasher had power. Whilst the installer was handling the electrics, my husband could hear him forcefully yanking and pulling at the connection. Immediately afterwards, he showed my husband the now-damaged faceplate. We were subsequently left with no power to the dishwasher.

To make matters worse, the second member of the team used our downstairs toilet (and not for a simple wee!) whilst working in our home. Completely inappropriate and disrespectful.

We complained to John Lewis, but despite everything we explained, they have accepted the crew’s denial, rejected liability for the electrical damage and have now issued their “formal and final” position.

We’ve been left with electrical damage, no new dishwasher and the mess they left behind – both in our kitchen and bathroom.

We have completely lost confidence in John Lewis and cancelled our order.

Absolutely not the service or treatment of our home that we expected from John Lewis & Partners.

What on earth has happened to the world renowned John Lewis Customer Service? Wanted to speak to technical department re my iPad which I was informed on the portal had been fixed. I wanted to ask a couple of questions. The bot answering the phone couldn’t understand my question to put me through to the relevant department. . Finally answered by what sounded like a human being but not sure. Told would be put through to relevant department then cut off. So opted for offered whatsup service hoping to finally be able to speak to a human being or get answers. Was asked a few questions then told I would now be transferred to the next available member of their team. Over 2 hours on I’m still waiting.

Finally got a response and had to repeat my question only to be told again I would be passed on to the relevant department. FINALLY over 3 hours later got some kind of response only to be told that the department I wanted had closed. Told to contact again on Monday. I managed to get one answer to my query NO WAY will I try and contact them again.

SHOCKING!Bought an 2 matching Bosch top of the range ovens four years ago. Installed professionally into fitted kitchen, ‘stacked’ one above other for good looks. One has now failed. JL told me to get prof VAT reg repair person out, then file report with them. Did this at my cost. Now 3 months later JL agree under consumer rights act that oven failed, but won’t cover repair which is only £60 more than their offer. (offering c£140) INSTEAD JL want to send 2 people out, remove oven and take away. So I’m left paying a whopping £700 extra for non matching Bosch replacement (model now discontinued). Not logical or fair, or environmentally conscious option.
TAKE AWAY Buyers beware, John Lewis is NOT the company it once was it’s a Computer says no shop!

What have happened to John Lewis & Partners customer service?
I was due a mattress delivery yesterday, got given a delivery slot by text, and it didn't turn up. I've tried to contact them for the last 24 hours.
Contact centre phone call - beep tone and hung up on me after going through all the options
Live chat - Completely ignored on there (123 min wait time to speak to someone)
WhatsApp - It's a Bot, and it didn't respond either
Called the Service Centre - Spoke to a real human who told me they have no visibility of in-store purchases (whatever happened to omni-channel?) and then continued to patronisingly tell me to wait for the High Wycombe store to ring (they still haven't).
It's absolutely shocking appalling service that I am not able to speak to anyone with any knowledge of my purchase!
I have a good mind to go to the store in person and complain but shouldn't have to waste my own petrol money to go down there just to speak to a real human being.

SHOCKING JOHN LEWIS. YOU AREN'T WHAT YOU USED TO BE.

Gets worse.Faulty Chromebook.After 6 weeks couldn't be fixed after saying "we can't find it" to "no fault" to "yes can see the fault". Got no warning we wouldn't get it back. No memory stick offered to use - told to BUY ONE! Now a faulty table lamp. "Have you a WhatsApp account, we can send one to reply to", no message came. Rang "customer service", line shocking, poor communication, after 10 minutes was told to return to store, could only deal with online orders.Told them in-store at the start!

This review is purely based on the customer service experience. I have tried to contact JL via live chat on two separate occasions a few months apart. On both instances I was not able to connect to an agent and it appears to time out after an hour. The most recent time I was advised the wait time was only apx 22 minutes, yet an hour had passed and still no answer. I gave up in the end and am returning the item.
For a company that used to be highly regarded this customer service is pretty bad. They are quick to despatch items, a little slower during sale times, and generally very good unless you need to actually get hold of someone to chat with.

Do not bother trying to contact customer services . Calls get cut off average wait time 30 mins (Saturday ). Order lost or damaged and you have to call them . 4 times …Never thought to even look at trust pilot for John Lewis but should have poor reviews ! They need to sort it as I predict they won’t be around in a year or 2

Well it’s seems like John Lewis have now plummeted to the same depths as all those other ‘customer service’ depts we all know and hate so well.
Yesterday, I ordered a DAB radio, for delivery to my local post office by 4pm today (Saturday). Confirmation email stated “Your order will arrive on 25th July”. Happy days. Until mid afternoon today, when I receive an email from Royal Mail saying delivery will be tomorrow by 7.30pm ! Good luck with that, I thought, as the post office doesn’t open on a Sunday. So I rang customer services. After about 20 minutes, I finally spoke to someone who sounded like they were either on the moon, in Outer Mongolia, or using the first ever phone invented, the line was that bad. I had full signal but had to keep repeating myself and even asking if she was still on the line due to periods of drop-out silence. She must have been using a mobile in a bad reception area, no landline could be that bad, goodness knows where it was. After checking my order number, she quite nonchalantly told me that the delivery date was an aim, not a guarantee, so it’ll now be delivered on Monday ! I therefore again pointed out that their confirmation email said the delivery WILL be today, not maybe or if the wind is in the right direction. I could almost see the blank expression on her face as she again stated it will now be Monday. I feel particularly disappointed as I know how good John Lewis used to be, but their standards, if this is anything to go by, are now through the floor. Probably won’t be troubling them again any time soon.
Footnote : Just researched & found their customer services is based in Cape Town, South Africa, cos it’s cheaper than UK. Poor choice of cost saving if my experience is anything to go by.
2nd Footnote. After multiple daily messages/broken promises with updated delivery day/times, my order finally arrived on the Thursday, e.g. 5 days late. Now, I realise that when John Lewis have dispatched the goods to the ever-reliable Royal Mail it’s out of their hands. But why then state ‘your order will arrive next day’ when they know full well there’s no chance of that realistically happening. They used the 48 hour service on myy order. which (again) Royal Mail advises is an ‘aim’ not a guarantee.
So please, John Lewis, at least be honest with your customers, don’t promise a next day delivery when you know it won’t happen. That then gives people the option to shop at Argos etc for a next day delivery/collection if required. Needless to say I won’t be ordering anything else online from John Lewis.

Bought a tower fan from john lewis believing they had great service & great products unfortunately I’ve found out that’s not the case. After 4 weeks it has stopped working & I have spent far too long trying to contact them. Been waiting more that 30 minutes on the line & it doesn’t give you any indication as to where you are in the queue so gave up as i’m paying for the call.

Awful, must be a lot of complaints because to live chat is waiting 85 minutes or phone is never ending music.
Shocking service from JL regarding an appliance order and all the wrong communications which doesn’t get resolved emailing customer services because they don’t seem to read the notes and see what’s going on. Order cancelled, never again.
What’s happened John Lewis????

I made an order on line to be collected.
I was told it works be available for collection on a specific day.
I then received an email telling me it was delayed. Then I received an email advising me my order was lost, and to phone customer service, to either reorder or arrange a refund.

I have spent 20 mins on hold so far. No reply. The online chat doesn’t work.
I can’t cancel the order online.

In the end I have to complete an online form, I’ll see how long til I get a response.

Why ask me to phone them if they aren’t able to answer the call?

This is not what I expect from John Lewis at all.