Johnlewispartnership Omdömen 

I will NEVER order online fron JL again. Non exsistent customer service. Have chased a cancelled order and refund 3 times and have been promised a return call 3 times I am still waiting...the responses have been from the script of "I do understand" on loop.
The order has not yet been cancelled to my knowledge, despite asking it to be cancelled on 2nd ,3rd and 5th of October. No sign of my refund of £219, which is paid in full on ordering, of course, the refund would be paid in 5-7 working days from the date of cancellation.
No contact, despite following the escalation process.
I also fail to understand on any level, why a refund would take so long given the money leaves your account the day you make the purchase.
Who do I turn to now JL.....you have let me down, your staff have been dishonest with me and each have different versions of well..nonsense from the script.
I welcome a response.......

John Lewis Escalation Manager Abdelghafour issued a disgraceful "Final Response" full of misrepresentations to cover up staff misconduct. He completely abandoned professional objectivity and attempted to gaslight a vulnerable customer who was dealing with severe anxiety and illness. Be extremely careful when buying electronics from John Lewis; their customer service is profoundly disrespectful.

I purchased an item that had a missing part, I contacted JL by email 3 times with no response.
I then called and waited over 20 minutes before I could speak to a representative, he organised a replacement.
He said a new item would be delivered and I was to give the delivery person the original item, the delivery driver refused to take it and said JL would organise pick up.
I received an email 3 weeks later along with a collection date/time when I wasn’t home.

John Lewis customer service has gone downhill, it never used to be like this, this has made me think twice before making any further purchases online or in store.

I only received one of two packages. It was complicated getting to actually speak to someone and then when I did they didn’t understand what I was telling them. So now I’ve switched to email but two days later I’m still no wiser as to when I will get the missing package and it means I can’t hang my curtains.

Customer service at John Lewis used to be much better than this.

Actually wouldn't give them one star . I ordered a sofa £1.675 on line grom
JL ( all my furniture has been purchased from them ) I went into the store to explain I lived in an apartment 3 rd floor no lift. Never been a problem in the past although delivery drivers aren't exactly over the moon .,not on this occasion thry said the delivery drivers aren't exactly may bring it upstairs but may not I'd have to wait until the day !! I couldn't risk that happening as I live on my own so I cancelled it . I was so upset as I'd been so looking forward to a new sofa . And unfortunately JL is the only company that retail the particular one . The staff in the store were very rude and dismissive. I called customer service when I got home as sympathetic as the operative was she said she was going to e mail me a solution at the end of day - still waiting 3 days ago . I'd also got the sofa on thr stores interest free finance which they still haven't cancelled. So I called 'customer service' yesterday found it very difficult to understand her and still none the wiser . Very disappointed to say the least.

I have a fault on a coffee machine which I recently bought from them. Every time I call them, they disconnect the call mid-way through our conversation. I have been waiting on hold, then when I start speaking to a representative they cut the call. The last one I asked to take my number so that she can call back if it happens again, and when I started saying my number, the call cut!! Now having to go directly to the manufacturer.

I have just had two wasted weeks trying to deal with JL customer services. A refund on a faulty/damaged pair of earrings bought on line was refused, it seems, on the grounds that they never accept returns on earrings due to hygiene concerns. In order to try and get rid of me they claimed not to have been told what was wrong! The whole situation would have been laughable if it wasn’t so frustrating and upsetting. After countless e mails and phone calls iwas finally issued an e gift voucher as a “ goodwill gesture acknowledging that I had been a loyal customer for many years” - basically still denying responsibility. I too am disgusted and can hardly believe this has happened to a respected and trusted company.

Only when investigating further did I discover the outsourcing to other countries.

Sooo sooooo bad!

Don’t answer phones

On hold for at least half an hour

Delivery a day late

No installation

Awful experience with their Philippines based customer service department. It really is unfit for purpose. The call took hours, literally. The call handler put me on hold 3 times to speak to the "Delivery department", but got nowhere with them, other than to tell me I could only exchange the mattress I had purchased for another of exactly the same value. This I knew to be untrue. I was happy to pay the difference. Eventually he agreed to process the exchange, only to tell me the system wasn't working and he would have to ring me back when it was mended, whenever that was.
So at the end of an exasperating call consisting of barrier after barrier to a simple request, I'm no further forward. And I'll be amazed if he actually does ring me back.
I for one won't be shopping at JLP again. I can't face the prospect of another interaction with a department which is clearly so deficient.

I ordered a new mattress on line from JL.
In the acknowledgment of my order I was asked to contact them by phone if the delivery involved climbing stairs.
I live on the second floor of a block of flats so I called the robotic call centre on Friday for about two and a half hours but I never got put through to a human. I opted for a call back option. Nothing happened.
Exact repetition on Monday!
Eventually, after hours and hours I got a call back. I imagine the gentleman was calling from India or Pakistan. I gave him the order and delivery numbers. He spoke very hurriedly with such an unintelligible accent I could not understand a word he was saying.
What a frustrating and infuriating situation! If the crew delivering my new mattress tell me that they won’t climb the stairs I’ll tell them to shove the mattress where the sun downy shine!!!

Really poor customer service. Unable to get through on the phone. Forty minutes holding and still couldn’t get through. What has happened to JL

Terrible customer service. Installed a TV which failed after 30 minutes and it took 9 hours of calling. All calls moved between customer service, techical support and installation services, all in an Indian call centre. Continually put on hold and the calls disconnected. John Lewis has descended into the lowest form of customer service and we are still trying to get a refund. This could have been resolved very quickly if we could talk to somebody in the UK. As a result, The TV, soundbar, bracket etc are all going back and we will not buy from Joghn Lewis again.

I love John Lewis IN STORE; never have I found such exceptional staff - ANYWHERE in London, Surrey and, outside on borders of Wales.
I have been singing their praises for thirty three years. Investing in staff, including Waitrose means a renewed way of looking at the care of staff, and not just promotion of management and, executive overseers. By doing this, one can see how staff respond to the customer. They feel valued, and quite clearly proud to work in a JL store.
I love Peter Jones as my mother shopped there, whilst working in Chelsea in the 40s and 50s. She never stopped loving it - and the John Lewis experience in KIngston where we bought put up beds for guests, was her favourite place in recent years.
I am stunned to learn of losses ; I am truly sorry for this. This is heartbreaking.
When JL moved online, I purchased blinds which went terribly wrong. The gent who visited my home to fit them was exemplary however, and worked with much dedication. However, moving everything online around seven years ago, to Manchester was a mistake I am sorry to report; the customer service was NOT as in store, and I had to call back three times, just to get my order correctly placed ( two calls were promised to escalate to a manager, but….nothing occurred ). What young people online / homeward and furniture in Manchester working for JL don’t have is the high standard one has come to expect in store. We love the in store experience as said, as a whole family, with young people there trained to a very high level, as is evident in all they do ( even when supervised by older generation, they bear no resentment that is evident and are Charing and, gracious ).
What happened ? Why move to Manchester where the staff demonstrate poor communication skills and, indifference to the paying public who go to JL for a positive shopping experience?
That dreadful appointment of a female executive during pandemic didn’t help; WOKE won’t bring people to your table, nor inclusion policy for the sake of it.
Go back to WHO YOU ALWAYS ARE AND, CONTINUE TO SHINE. Your old fashioned, established and admired customer centred courtesy makes your work admired, all over.
PLEASE DO RETURN TO IT. Call in older people, and let them lead the young movers at the top - in the right direction. Please.

Terrible customer service response times. I have been waiting over 20 minutes on the phone, a few years ago they were top notch, answering calls in minutes. Why aren't their directors doing something about this? Surely they are aware ! Customer Care in clearly no longer a priority for their board. They portray themselves as caring, customer focussed and peoples first choice department store, this is no longer the case. Very disappointed - take a leaf out of energy supplier - Octopus's book JL and buck up !

Customer Service a Disaster

Issue with a product? Get ready for +1hr each time you call to get answered. Then hope for the best you get any help. This used to be a premium service/retail outlet, sadly its now one of, if not the worst, for customer services. Sad demises of this firm. AVOID.

Bought a TV 2 month ago on the basis that we will be able to claim £100 back as it was on offer. John Lewis never gave us the £100 back , customer service is shocking and rude. John Lewis used to be an amazing company - an absolute scam now! STAY AWAY

I received an order of 4 glass tumblers and one was broken on arrival. It wasn't surprising as each pair of tumblers was in a box with two compartments but no other padding so they could easily rattle around and they are very thin and fragile. I contacted JL by email, was emailed a case number which, they said would result in them contacting me within 24-48 hours. That was a week ago with nothing heard yet. I raised another case but that hasn't been followed up yet either. All I want is to be able to return these not-fit-for-purpose glasses and have a refund. Where are you, JL?

Service is absolutely appalling. Paid £1600 for a mattress in store and after two weeks received a phone call to say it was no longer in production. Customer service person who called said she’d have to call back to process a refund but didn’t. Raised a complaint, received an email apology but still no contact. Has so far taken seven calls, including one on hold for over an hour but still not been refunded. Won’t be using John Lewis again!

Absolutely shocking call centre

I am trying to spend money by purchasing stock which is in a store 50 miles from me. I can see they have the item in stock but can only contact the store through the central number. Whoever thought this was a good idea for enhancing customer service has not sat waiting on the phone for up to an hour each time. What has happened to you John Lewis, you used to always provide excellent service when we could get straight through to the store directly. So annoying

An hour waiting for customer service NO REPLY appalling. Is there any way to speak with anyone within this company? Makes me very nervous of every buying from them again