Johnlewispartnership Omdömen 

After wasting my time for another week. I had a call last thing on a Friday to tell me the evidence was in.

Evri delivered a parcel weighing over a kilo…I was over joyed as I thought it meant that there was an error and the trainers were delivered after all and I would be refunded!

But no, it turned out this was what was delivered to me!. I knew this as I had tried on the trainers, they were not suitable so I returned them the same day.

The second piece of “evidence” was that the parcel was returned weighing 400 and something grams…..

Again I know this as I was told the parcel arrived empty.

This proves the parcel was indeed stolen in transit.

I asked for and was expecting the CcTV evidence of how the parcel arrived - it would have clearly shown that it had been tampered with. The weights are of no interest to me.

I had my secure evidence taken from me when John Lewis elected to use a cheap and knowingly untrustworthy returns courier who did not weigh parcels at the point of collection.

John Lewis has wasted 6 weeks of my time. Stolen £265 of my money and I now have a peptic stomach ulcer from the stress and anxiety spending Half a day at the UTC in agony.

I have to know go through the small claims court to get back my money. I remind John Lewis that under the Consumer Rights Act, the risk in transit lies with them as they chose the carrier.

I am another small normal law abiding person bullied and trapped by a faceless corporation with no way to respond.

Absolutely abhorrent behaviour

For a allegedly reputable company we thought we were in safe hands purchasing a TV from John Lewis. But how wrong we were. We have had a terrible experience.

The TV has broken after only 15 months and they are refusing to provide an equivalent replacement in line with their own guarantee which states the following:

'If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification of screen size, screen technology and brand type. In a small number of cases, this may be a manufacturer-approved refurbished or remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value refunded on a John Lewis e-gift card. The maximum refund will be the price you paid. Regardless, we'll always do our best to make sure you're satisfied with the outcome'

The exact same model TV is no longer available but there is a directly equivalent model available (basically the updated model). John Lewis are refusing to provide this and are trying to fob us off with a gift card refund, which is the last stage of resolution, and would not allow us to purchase the equivalent model as it is more expensive.

The customer service is all outsourced and has been absolutely awful - they got us mixed up with another customer; ignore the content of our emails; and provide inaccurate, misinformed and incoherent responses.

We are reporting John Lewis to Trading Standards and will be taking them to small claims court. We would strongly advise that anyone looking to purchase a TV avoids the company.

Ordered an iPad told it would arrive today between 7-8pm. No arrival and the excuse was no valid PIN code!! Can’t provide a pin code if no delivery!

Awful customer service.
Sort the online tracking system out.
It's saying my items have not been delivered when all four of them have. Now I can't start the refund process because the tracking system won't let me generate a return QR code for apparently "undelivered" items. I've called three times, each time told to wait 72 hours for the matter to be escalated to the relevant team and be resolved. 72 hours have passed...still no resolve.
Will never order online from John Lewis again.

After trying to exchange a ripped suitcase that is guaranteed for 10 years i give up and I'm keeping it. Reason being that I was sent a replacement but a smaller size.I wanted the same size.I was,asked to return this to a shop after being interrogated about my name,address and that they couldn't hear me. Very slow communication as if they needed winding up! Appalling service.

Absolutely shocking !!! Brought a laptop for my son’s birthday. Opened it and it’s covered in scratches. I haven’t even let him switch it on yet . Called customer services and they said it’s over 30 days we won’t replace . Escalated to MD … a case worker called me and said the same thing even though we are only asking for a replacement. Consumer act 2015 says they have to repair or replace it no matter what their 30 day says due to it being an unsatisfactory item . I’ve quoted the law and they said it’s over 30 days ! CAB have confirmed this is against the consumer rights act . The customer service was an absolute disgrace . The manager who kept me on hold for over 2 hours in total at one point told me to remain “ professional “ and mocked me ! They told me I should have opened it and they would have expected me to have returned within 5 days. They also said they send items out in good faith expecting them to be satisfactory, it’s my fault I didn’t see it wasn’t . I asked if they open items they are supplied before sending them to paying customers and they said no . So I’m expected to open a present before I give it but they don’t feel they should check their stock before they sell it ! I can not believe such a trusted retailer has gone so far down hill. My son is devastated and I have been in tears . It’s illegal !!

I waited over a month for a footstool I'd ordered to be delivered. I was told I'd be texted the night before delivery and contacted on the day of delivery, but no-one texted or contacted me. The footstool was delivered yesterday, and luckily I happened to be at home. I opened the large package and saw that the footstool they'd sent is the wrong colour, not the colour I ordered. I rang John Lewis Customer Services to try and find out what had happened and I was told my delivery had been cancelled, although I'd explained I'd received it and it was the wrong item. I was then told I'd ordered 2 footstools, but I hadn't. The issue of the wrong item being sent wasn't addressed at all. She put my call on hold for a while, and then told me someone would ring me back. No-one rang me back. I rang again today and explained again what the problem was. The Customer Services representative sounded disinterested and slightly irritated. I asked where I could find the online form so that I could attach a photo to show what the problem was, but she didn't respond to that. I was hoping for some sort of explanation and a bit of empathy, have the right piece of (expensive) furniture sent to me that I'd ordered weeks ago, and perhaps also an apology. Instead of any of this, the call was cut off. John Lewis Customer Services staff used to be very helpful. Outsourcing it to people thousands of miles away who have minimal training, little knowledge of the products John Lewis sells, and no understanding of UK consumer law might have the John Lewis accountants cheering at all the savings they're making, but customers are far from cheering the huge drop in service quality. Getting our trust, and custom, back again after this debacle is likely to be an uphill struggle for John Lewis.

Just like everyone else…..can’t understand what’s happened to JL
Have had the ‘we attempted to deliver your order’ twice now. Today the house was occupied all day and there was a safe space logged for the delivery as well. Apparently they couldn’t manage.
So tried customer services. Have now been cut off twice by second language speakers who didn’t seem to understand that I wanted to know where my delivery was or explain why they claimed it couldn’t be delivered because there was no one home. For goodness sake it’s a lamp - how hard can it be to deliver it? Really?
Last attempt tomorrow apparently…..

I have always thought that the John Lewis customer service was excellent.
They have now moved to South Africa and that is big mistake.
Customer service is now appalling.

I have just spent 33 minutes on the phone with customer service. All I wanted was details of an order placed in 2023. The operator was incredibly unhelpful, kept telling me I can not help you without an order number. After being constantly put on hold and asked for my details numerous times, she eventually found them. An AI bot would have been more helpful! John Lewis has always prided itself on customer service; perhaps it should extend this to its call centre in South Africa!

Customer service is now awful since they outsourced it earlier this year. For a company that prided themselves on customer service, this is unacceptable. This was the only reason they could charge more for their products. Please bring it back in house.

Absolutely awful customer service. Weekend away and saw a mirror in a store which I decided I would order online once home. It was out of stock so messaged via website to ask if it could be sent to my local store. They said no as I was likely to be on display only so I would need to speak to store. I called the central line to ask if they could ask the store to save it and then I would travel over an hour to buy it. They said they couldn’t get in touch with the store. I’ve tried Twitter and Instagram and also emailed customer service. No reply from all 3. All I want to do it buy a mirror and not travel all that way to see it has been sold.

Wow - such a poor customer service setup. Saw a John Lewis brand combi oven on the website, but the product info was incomplete (no air-fryer or oven temperatures). Customer services could not find the info, but said the stores might know, BUT, she wasn't allowed to call a store to find out and amazingly,neither could I.

I tried to complain through the complaints number - forget that - just goes back to the same call centre. I thought I'd email but the drop-down menu had no relevant topic. My impression - John Lewis is on the slide, big time. I won't shop with them again.

Ordered a Panasonic TV FROM John Lewis which wouldn’t connect to some of the pre-loaded Apps. The response from customer services was the software was not their problem and must be our internet connection. This seemed odd as all the Apps work on our old TV.
After resetting back to the factory default five or six times we finally got an engineer out to look at it, diagnosed a faulty circuit board and informed it was a known fault and would order parts.
The parts were not available so were offered another TV which we declined only to be told we had to return it to John Lewis although we had paid for delivery and set up. Eventually they picked it up.
Bought another brand from AO which works fine. John Lewis - never again!

Item never arrived.
Customer service obfuscating
I had to get PayPal involved.

Would give one star if I could.

Ordered a dishwasher, realised I had forgotten to add free delivery, so cancelled the order. Tried to re-order and told I couldn’t use the free delivery code as it had been used! Phoned up and customers services advisor (I know understand is based in South Africa) was a) difficult to understand and b) rude. Insisted that I had ‘used’ the code and that was that. Refused to accept that I couldn’t use anything on a cancelled order. Raised a complaint, was phoned but not given time to answer and got an email saying they would discount the delivery fee. Bu then I’d re-ordered using a different email address (same name and address of course) and the delivery discount was applied. I emailed back and explained and complained about the attitude of the initial customer services advisor. No reply at all! Delivery day came and the item arrived with a big dent, so all the work disconnecting the item to be taken away was wasted (and I had to reconnect it too!). Had to phone again to process the reorder, and again a South African call centre with laughing and shouting in the background, not what annoyed customers want to hear. Was told, don’t worry you won’t have to pay more for the next delivery! Was offered a £15 gift card for all the wasted time, which I have rejected. Had to phone back to raise a complaint but exactly the same menu options and the same SA call centre I assume. Will wait to see if they do the same as the first complaint and try to phone but don’t give an option to talk about the complaint. Also the most infuriating music whilst holding the call!

I ordered a mattress from this company, and the delivery driver has stolen my mattress. I reported it two weeks ago, but their customer service has done nothing to resolve the issue or provide a refund. I have repeatedly followed up, and still, there is no response or solution. This company is a scam—do not trust them with your order.

Absolutely appalling customer service today in JL Nottingham. Racist staff treating customers based on the color of their skin and nationality. Beware using the ‘bureau de change ‘ (currency exchange desk) at your own expense! The lady (blond in her fifties) was so rude, kept barging into our private conversation (while we were discussing the amount to exchange and the rate in French) demanding we tell her how much we were going to exchange thrice! In the end I confronted her as she was being openly rude and disrespectful, I have never been disrespected so much in a shop ever before. She demanded to see an ID while she didn’t know how much we were going to exchange or even if we were going to exchange at that rate. I said I’m not sure I have an ID on me and then she said she would need one depending on how much we needed to exchange but wouldn’t say the threshold for it. She then started saying I need to know now! Is it hundreds or thousands! Because I will need a witness! I said I’m not sure yet as this all happened in the matter of 3 minutes and she kept insisting finally when I confronted her about her tone and rudeness she said that her colleague needed to leave in 5 min and she needed a witness for the transaction to happen, but they close at 7pm and that was happening at 6.15pm. Finally asked to speak to a manager who stayed completely mute the whole time we were trying to get a reply from her saying i need to check the cctv. She was looking like a dead fish lost in the ocean literally staring at us and being completely silent. I even said to her have you got nothing to say at all? And she replied no I can’t speak because you are talking, I had stopped talking for 30sec but all she was doing was staring at us as if we were aliens. AVOID JOHN LEWIS AT ALL COSTS! Staff is so rude, disrespectful and has no manners, I have no idea why they even work in a customer facing related job when they can’t deal with customers. Never again in my life will I go there. Spend your money elsewhere honestly.

John Lewis Managers, please read!!
Reading the below reviews, I can empathise with all of these customers. Wasting 30 minutes of my time today trying to solve an “attempted delivery” (that didn’t even happen) and after speaking to two advisers (who I presume are working for your outsourced customer services company), I gave up. No email to contact any team member - shame on you, if this is your carry on, you don’t deserve to have any customers and I will think twice now, if I can get the product elsewhere.

Ordered 2 items that needed ID on delivery.
Royal Mail attempted delivery when I was out. I went on to their tracking site and rearranged delivery twice. The item did not arrive on the dates I had requested and then showed as 'waiting for collection'. I called JL about this via webchat. I was told that I would need to go and get the item - not possible as it was being held at a depot 35 miles away from my house. I then called the contact centre and a lady said she had cancelled the delivery and issued me with a refund.
3 days later the parcel arrived - clearly it had been opened and taped up again.
I rang JL and a person said I needed to take the parcel to a JL store - again not feasible because of the distance. I was told that Evri would collect it and that I would receive an email about it. An email arrived but it told me to take the item to a drop off point. Not possible. I then logged a 'case' via the JL website and was called by someone who basically said the same thing - that I would have to take the item to a JL store.
Eventually I asked about dropping off at a Waitrose store - which I will attempt tonight.
Not impressed - and no offer of any sort of compensation for the inconvenience. Poor customer service over an issue not of my making. Also the customer service advisors sometimes struggle to understand and in turn are also difficult to understand.
Overall a poor experience