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What is the point of shopping at John Lewis anymore, if you have an issue with your product the customer service dept do not respond to emails or answer the phone??
Absolutely appaling service.

I have just spent over 30 minutes trying to return a pair of faulty lamps and a refund of my payment. The agent that I spoke to had a poor command of English. She asked for my email address three times during the conversation.
The level of customer service that I received was appalling.
John Lewis, you need to improve.

I purchased a sofa from John Lewis just over a year ago, I recently removed the sofa covers to have them dry cleaned, I couldn’t believe the images of the cushions and sewing inside. This is a sofa that is very rarely used. On phoning customer service and speaking to Jennifer I was informed they are only guaranteed for a year??? . I have always shopped at John Lewis, as I thought it was a trustworthy company, however I am truly shocked and disappointed at the service I received from them.

9 days it took to arrive. tracking terrible. will never order from them ever again. John Lewis has gone to the dogs.

The worst customer service call center I have ever experienced !!!

Ordered a bed in store on July 24th for Delivery on 14/08, it never arrived, I called customer services and had to then endure over 4 hours of speaking to robots in the customer service team who fobbed me off with lies and excuses, I was not able to be put through to the actual store,
I was promised a call back (never happened)
an email (never happened)
an escalation (never happened)
Each time I called I had to go through it all over again with a different person who just said the same robotic answers and constantly put me on hold -
What has happened to John Lewis??!! it used to be a name you can trust - No more ! After spending 2 days either on hold or in conversation with the customer services team I will NEVER order anything online or in store again as it means speaking to those useless robots .. DREADFUL !!!

I have been a loyal customer for over 50 years but in the last few years I have been increasingly disappointed. Last week I went to Bristol cribbs causeway store to buy curtains and a curtain pole . There wasn’t any one to help so I asked an assistant in the section for ordering curtains and she said the store no longer has anyone to help. When I looked dismayed she did help but said she wasn’t supposed to. I remarked on how much customer service has declined. In the past this was excellent. By contrast when I visited Dunhelm the assistant couldn’t have been more helpful even carrying my purchase to the car. I am afraid I won’t be choosing John Lewis to buy goods in the future

My experience with John Lewis online Customer Services has been genuinely appalling. Almost two months of emails and phone calls, slow and inconsistent responses, no clear answers and a shocking lack of interest in actually resolving the problem.
I was repeatedly asked to provide unreasonable and, in practice, extremely difficult evidence to obtain, while John Lewis made little or no effort to find a practical solution themselves.
Even contacting Customer Services online involves 30–40 minutes of waiting, which is extraordinary.
The attitude I experienced from general/online Customer Services was dreadful. Whether this is due to inadequate training, poor management or simply the way this department operates, the result is the same — an exhausting and deeply frustrating experience.
It is also incredibly difficult to find any direct way of contacting Head Office or senior management.
The whole experience demonstrated an extraordinary level of unprofessionalism and disregard for the customer’s time and effort.
This is no longer the company I believed had a reputation for quality and care.

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.