Johnlewispartnership Omdömen 

Terrible do not answer phones to order very dissatisfied.

Always end speaking an offshore call centre that puts you on hold multiple times while they contact different departments to try to sort out the problem but usually fail to do so and they refuse to connect you to the store you bought from. Customer Disservice more like!

UPDATE 25 September: I eventually heard back from John Lewis and was offered some compensation for the inconvenience. I have since returned the wrong item, received the item I ordered originally and am very happy with it. I appreciate there can be problems on occasion so glad it was resolved eventually.

I am sorry to be adding to the many negative reviews of John Lewis' online store Customer Services. I have had to phone numerous times for nothing to be done about an incorrect item delivered to me. I have had no response to any of the 'cases' submitted and the automatic response suggests that you will receive an update in 24-48 hours. I have been waiting almost two weeks! A very poor show and not what I would expect from John Lewis. I will order via the store next time and avoid the online Customer Services experience which appears to be broken.

I ordered an AEG oven at the end of July 2026,it arrived and on installing the OUTSIDE of the door heated up to almost 100 degrees, very dangerous! I contacted customer service, OMG what has happened to JL. I was put into their automated system for ages, cut off several times, finally got through to someone (in some call centre in another part of the world), she kept putting me on hold for over 30 minutes, then transferred me to “technical support “, I wasn’t filled with confidence when he said “turn it off and back on to see if that fixes it”, I told him, that I don’t think that will fix the problem, after being put on hold for another 30 minutes, a replacement was agreed, he told me I could “carry on using it” until the new one arrived, I said that the oven possibly has a fault and that if my house burns down or someone gets severely burned I can quote him in court.
The new one eventually arrived, plugged in exactly the same problem, outside door heating to nearly 100 degrees. The whole process restarted, unable to get through, eventually speaking to someone who is totally incompetent, promises of being called back (which didn’t happen) escalated my complaint twice, so frustrating, they eventually called me back yesterday and I am hopefully getting a refund and the oven collecting. I have been without an oven now for over a month. I will NEVER buy from John Lewis again, and judging by all the reviews I have now seen online, I’m not the only one!

Update, the oven was collected, I had no tracking information whatsoever, they just took it, I waited for my refund, nothing appeared, I called them yet again, spent the usual one hour trying to get through and finally speaking to someone in some far off country, surprise surprise they had no notification that it had been returned, luckily I have CCTV footage of the collection, after being put on hold for 15 minutes they came back and confirmed it has been collected and they would pass it to refunds. Finally got my refund two days later. What on Earth is going on with JL? I will never ever buy from them again.

Shocking customer service. I’ve been waiting on the phone for over an hour simply trying to place an order for a laptop worth more than £3,000, and no one has bothered to answer.
This was once one of the great names in British retail, known for excellent customer service, but sadly it seems to be going downhill fast. If a company can’t even answer the phone when a customer is trying to spend money it doesn’t inspire much confidence about the level of service you’d receive if something went wrong after the purchase.
After waiting this long, I’ve given up. I’ll be spending my money elsewhere.

Waited over 45min with same hold music going around and around , just drove me mad ! With a repeated message saying they are doing everything... well it certainly peed me off ... really bad customer service no one answered in this time , get dome more staff !

What on earth has happened to this brand? You pay a premium for good quality products and good quality service. I spent £2k on a laptop and it arrived severely damaged. Customer service dealt with it appallingly and now I'm left with a damaged laptop. Will never buy from them again and suggest no-one else does either!!

John Lewis have totally lost it with regard to customer service. They used to be top of the shop, hence paying their inflated prices was worth it as we used to get first class customer service. Now the call centre is outside of UK it is atrocious. I waited 18 minutes to be connected, followed by a further 7 minutes whilst the issue was looked into, only to receive a response I already knew - no stock available despite buying on pre-order. live chat also not active. No wonder you’re struggling JL - we will be shopping elsewhere in future !

Waited 30 minutes twice this morning to speak to John Lewis customer service. No reply. They have my address listed in the wrong county with no way to correct it online. This in same week I left the Oxford store after ten minutes waiting for a member of staff to show up. I had a shoe in my hand I really wanted to buy! Appalling decline in a once lovely store!

Bought drinks bottle for £39:95 which leaked soon after bought
Couldn't return till after 1 month and they would refund or replace and were not all helpful Told me I had to contact the makers myself
Tried ringing Customer services 3times left hanging on for over 40 mins each time ....

I have never been treated in such a condescending way by the man who is head of kitchen design at Cheadle yesterday. We are looking to spend about £50k on a new kitchen and he was so dismissive and uninterested in our business that I feel he shouldn’t be doing the job and is doing John Lewis no favours. He gave us an approx price of a bit of the show kitchen in a manner that he was thinking we couldn’t afford it and don’t waste my time . He told us they are too busy to come out to look at designing it but could have an appointment for me to come in to talk to him. I don’t think so and will be taking my business to somewhere that wants it and certainly that’s not JL. Big mistake.

Having thought we had ordered 6 dining chairs in-store, we received three of a different style initially delivered to the wrong address. In a long call to Customer Service we provided all the relevant information, uploaded photos as instructed and received an email giving us a reference number and advising that a response should be available in 24 to 48 hours or a little longer at times. 9 days and a couple of emails later, nothing had been received. I have just visited our local branch who advised that there was no evidence on-screen of our having uploaded anything. I was also told that branch customer services were being abolished and queries would be dealt with by the relevant store departments. The staff in the Liverpool ONE branch furniture department were magnificent and spent a long time hopefully resolving the issue. I shudder to think what would have happened had this been an online purchase. I had originally planned to buy a table as well but abandoned this idea.

Cannot speak to anyone. Trying to chase a refund on an item ive paid for that has been "lost"by John Lewis. On hold for 75 minutes and gave up. Waiting on live chat for 90 minutes. No response. Last time i buy an item from john lewis. Amazon more reliable.

Do not buy large items on store . Once purchased all responsibility goes to the customer service team and it’s clearly outsourced and you receive emails from them regarding delivery . This is where it all goes wrong !
You can wait over an hour to get through . When you do as in my case what I ordered was not what they have on screen . When I tried to correct I was told to go back into store as that’s where o ordered it ! You cannot call anyone in store it goes back to the outsourced call centre. So you tel back to the store . Oxford st in my example . It was here was I was told “ the call centre may have different product codes to what we use “ they corrected my order . The next day I receive an email from the call centre saying my order was longer available . Back to store who called the manufacturer and was told it is available!
Then got a mail saying call to arrange delivery . I’ve was on hold now for an hour only to get through and be told : did you by instore ? Oh sorry our systems are down “
Moral of the tale : don’t buy instore or not al all .

Having been a loyal customer for many years, I purchased an item that offered a free gift card which would be sent a couple of weeks after purchase. When it didn't arrive I contacted customer services. For about a week I was sent website links that didn't exist, asked to explain exactly what their offer was (I would have assumed theyu might know that), and even had a suggestion that I might google how to claim it. I decided to email the Chairman, Jason Tarry, to say how disatissfied I was and asking for his help trying to sort this out. Despite receiving a deliver receipt, two months later nobody in the Chairman's office has had the courtesy to reply. Clearly poor customer service starts from the top down. Eventually, and after several other emails to customer services, I got my e-gift card. Once that's spent, I doubt I will be troubling John Lewis with my custom again.

Trying to get through to customer service. Been on hold for 75 minutes!! The worst. Still holding......

Just visited John Lewis today August 27, 2026 in Oxford. This is a large new store with deserted tills but no shortage of customers , big queues , nobody working there no one interested in taking our money appalling not surprising that Internet shopping is winning

JL customer service is shocking. Waiting on the phone for long periods of time then put back on hold for equally long times ... 10 minutes plus The advisors work from home and loud noises of children / family in the background make it difficult to hear and carry out a conversation. Each time the advisor struggles with the computer being slow. This is the second call I've made within two days and the same experience, even at different times of the day. Todays call requesting a new mug over damaged one in transit lasted 39 minutes once call was answered. What has happened to John Lewis .... was once the best department

I purchased an item and received both a confirmation and then dispatch email (by which point, considering legislation and John Lewis’ own terms, a contract has been formed). I then received an email advising the item had been damaged in transit. Unfortunately, the item was then no longer available.

Twice I called the John Lewis customer services and agreed to wait for the item to come back into stock. I specifically asked not to be refunded. However, I’ve now received a notification of refund email.

What has happened to this company??!

Trying to get through to customer service is a joke. Cut off twice then couldn’t hear or understand the operator so asked to call me back and of course didn’t. Then tried WhatsApp yet again well transfer you to operator and no response. Still waiting for them to pick up phone have now wasted an hour. They emailed me saying they have lost order in transit and to contact them what a joke. I don’t know what has happened that the customer service is appalling this is the first time I’ve had this happen and it’s really disappointing and frustrating.