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I formally put in complaint
Visted Cambridge store.
Management was supposed to of contact me on the warranty issue of my Z5 flip cracked screen .
Warranty is unjustified as martin lewis says not worth the paper the wrote on.manafactors and John Lewis policy does not stand. Unknowly don't buy to all members of the public.
Management answers buy elsewhere. I lost my mother unfortunately I was not in a place to stand up for a customer wright's of garentee.

One star rating to Cambridge store and all Management

Totally incompetent. I phoned twice to make payment for a TV mount supplied during installation. Gave all relevant details but then put on hold listening to the most hideous music for an unacceptably long time. Eventually gave up.
Poor command of english and difficult to comprehend.

Terrible experience, so shocked John Lewis now has such dire customer service. Call centre appears to be in South Africa, different answer from them every time and had to keep asking them to repeat what they said as couldn’t understand them. Will avoid in future which is a real shame for a company that used to pride itself on its quality service.

The problem with John Lewis is they have not invested in new IT so when you ask for assistance they say the system says no. I want a replacement MacBook they apparently have 4 in other stores but you ask can I exchange for one the four the answer is no I need to visit the store. Can I pay in this store for the replacement the answer is no. Can yo have delivered to the local store you guessed it no can I have it delivered to my local Waitrose as before the system says no. The customer service call centre is offshore not a problem with that but they after a long time say it is a store issue so the system says no. The call centre does not call back and I asked the call handler do you work directly for John Lewis I am not sure that is correct. I am ex John Lewis employee so I am fully aware of the customer service ethos of old however the partners are let down by poor IT infrastructure and outdated systems. The partners I dealt with were all very polite but none including managers took ownership of my complaint.

Shocking service, package apparently damaged in courier transit and so they returned to JL. And there it stops as no-one contacted me to actually tell me this. Two emails (unanswered) and a 15 minute call later I’m finally made aware of the situation, which was 15 days after ordering and payment taken. Q the refund, wrong (cheaper) item refunded and QQ another call with the most disinterested person on the other end (after first just hung up when I was explaining the situation, probably hadn’t been trained on that specific issue) and she just said blase “last person you spoke to has processed the wrong refund”, my natural response “please sort the difference then” - told the refund desk was closed, which as not based in UK we were working in different time zones. Asked for everything to be put in ‘email’ writing and told that was a different dpt (again closed) as she didn’t know my email despite her asking it as part of the security check, so who knows what she was actually checking my response against. Asked to be phoned back and told they couldn’t and I’d need to go on hold to which she put me on hold and never returned until I hung up. JL still have my remaining money and I still don’t have anything to show for money taken - poor and going more and more downhill.

Order no: 519254646
I ordered a bundle product which was supposed come with a cushion as part of the promotion. However, when I was ending my purchase the cushion was seem out of stock. The same cushion was physically in store and it was also possible to purchase online. When I raised to customer support during a weekend, I have been addressed to wring contact. Later when I got in touch via email with customer support first it has been promised to be dispatched but then I received an apology rather than the promoted cushion. It has been incredibly frustrated experience for me to try resolving this issue through customer support. It was my naivety to think it is a system error at JL website rather than false promotion to attack customer. Extremely bad experience!

I purchased a £200 gift card from John Lewis which, due to challenging personal circumstances, I basically forgot about and did not try to spend until recently. When I did try to spend it, I was told that it had expired and that I had therefore lost my money.

Finding it hard to believe that a pre-paid gift card would have an expiry date at all, I wrote to explain my circumstances, in the hope that JL would be able to reinstate it. After all, this was a one off from a customer they could see from my purchase record had given them good custom over the years. Nothing doing. While the reply received was polite, they were insistent that the policy was going to be adhered to and no exception would be made. I found this very disappointing from a company that claims to be customer-focused. And, to add insult to injury, I was told that if I'd done a simple balance check at any point, the expiry date of the card would have been extended by 24 months - yet they wouldn't allow any latitude to a customer who had been facing challenging personal circumstances and had therefore not been focused on spending a voucher purchased in good faith.

Sadly, I’ll be doing my best to avoid spending any further money with John Lewis in future - which disappoints me, as it’s a business that, until now, I’ve admired.

I ordered a dress online and my local post office lost the dress!
Phoned john Lewis customer service, no language barrier, just really helpful ladies wanting to help. They transferred me to the delivery dept. I was told it would take approximately six working days to look into this. Got a phone call the very next and was told that Royal Mail acknowledged it was their fault. Fantastic! Though if they hadn’t admitted fault, john Lewis would have done nothing to help me! They would have still taken my money! Wtf?!
I don’t think I will order online again for this reason

Dreadful uninterested customer service based in South Africa, that just regurgitate what the screen tells them and what you already know.
Very hard to understand the accents.
Multiple phone calls and ages spent on the phone to get a resolution.
I certainly will not be buying from John Lewis ever again and advise other people to avoid them if possible.

Very poor CUSTOMER_FIRST attitude : An Apple Series 11 Watch meant to be a Chritsmas Gift that arrived in damaged packaging on 29Dec25 was meant to have been exchanged on 09Jan26. This did not happen and the Cust Care team blamed it on the SYSTEM error that created a refund instead of an exchange. One would have thought humans were able to overide the "SYSTEM". In the meantime the product price has gone up by £70. Be aware - John Lewis is NOT what it used to be and not so caring about Customer Experience or its Loyal Customer base.

What’s happened to John Lewis customer service? It’s diabolical. Family bought me a present online for Christmas . Got it sent direct to me as we live in different parts of the country. I needed to exchange it so I went to my local store. They took the items back and arranged for the replacement to be sent to me. A couple of weeks later family member received an email saying that the items had not been returned and she would be billed for the replacements. Have so far spent over an hour on the phone (over two nights) with “customer service “ they said the store had not completed the exchange correctly and that they would contact them, get them to confirm that they have the items and email my family to confirm this. It’s not happened and all they can say is sorry we’ll send a reminder! I said I’d speak to the branch but apparently they don’t take calls from their customers any more we have to speak to the call centres in India or South Africa. Poor service JLP. Not impressed at all.

Hideous - 2 hours on calls cut off 3 times !! Still not resolved as apparently they can’t send an email to my new email address which is on my account - yet they can send me sales emails all day - cannot believe how low this company is going and don’t even respond to the dreadful comments they are getting !!

I used to really enjoy shopping experiences with John Lewis, wow has this changed.

A customer service issue has taken over 5 weeks to resolve, hours of my time and at each and every corner, John Lewis staff have either not been able to help or not wanted to help.

The customer service and quality guarantee that once sat behind John Lewis purchases no longer exists so there is no point in paying the John Lewis premium.

This company is no longer what it was once, go find your product at the cheapest retailer possible, rarely will this be John Lewis.

My sister bought a tv in sept paid for insurance and set up
After maybe p6 weeks the tv has started
Sending all kinds of error messages and turning it self off they told her to do this do that even told her could be the router anyway tv is still not working properly . Trying to get someone to come out to look at is near on impossible . They are telling her she can’t have a new tv but according to the consumer act 2015 she can
The Consumer Rights Act 2015 (CRA) gives you rights for faulty goods, requiring them to be of satisfactory quality, fit for purpose, and as described. Within the first 30 days, you can get a full refund (short-term right to reject); after that, you must give the retailer one chance to repair or replace the item, and if that fails, you can claim a price reduction or final refund, with the burden of proof shifting to you after six months. So how can they tell her she can’t
This is an appalling service from this company John Lewis .

Even the staff in Waitrose, where I was wrongly told by John Lewis Customer Service that I could return my item, think the service is awful. John Lewis used to be reliable. After my most recent experience, which includes me being sent someone else’s personal information and incompetent, rude and hopeless customer service, I won’t buy from them again.

i would like to thank Sharnade at customer services at John lewis for her understanding and her kind manner, i felt listened to and she resolved the problem with great care. Thankyou again Sharnade for making me want to shop at john lewis again.

I always had positive experiences with JL in the past from the quality of goods to the customer service. However, I tried to purchase a fridge freezer over the phone, as the website specified this was necessary to arrange collection of our old one. The person on the phone kept going silent on me, saying they were trying to upload my details and eventually admitted they were having "technical problems". When the line had been silent for nearly 10 minutes I asked if there was anyone there... there was no answer. I had spent a total of 20 minutes on the line, getting nowhere. They had taken my number, but did not call me back. I tried calling them again later the same day to be told the item I wanted was now out of stock. It was clearly in stock when I called earlier in the day, so this was incredibly frustrating.

John Lewis customer service and technical support are appalling. I have made four long calls to establish that an item under guarantee doesn't work. They are apparently unable to honour the guarantee they provided by repairing the item which is a lighted wall mirror and want me to return it to them before giving a refund. This requires the services of an electrician which they will not provide. I have spent hours on the phone with no response and they refuse to ring me back. I have never experienced such terrible customer service and despair of John Lewis.

Online items already a few days late.
Saturday - received an email that both orders had been damaged or lost in transit, call for a replacement or refund.
Sunday - the advisor I spoke to said the refund system is down! Try again Monday.
Monday - unbelievably condescending advisor then said both orders had been delivered after all but that I wouldn't get a 'delivery is ready for collection' message due to being marked damaged or lost.
I'm not a mind reader.
I requested a refund as I ended up purchasing alternative gifts.
Apparently this was not possible as the goods were in store awaiting collection.
The advisor was utterly useless, going in circles throughout and has successfully put me off purchasing from John Lewis online ever again.
Overall, the John Lewis experience has deteriorated rapidly over the last few years.

I put in a lot of time and effort trying to find out why what should have been a straightforward transaction online went wrong. I checked my bank, all potential Paypal issues, no issues found. So I turned back to John Lewis for help. How much effort did they put in? None. None at all. They made trying to get them to help as frustrating as possible including a useless phone call which was never answered but cost me to make. If this is the level of service they call 'delightful', they can keep their goods and their so-called service. I've emailed their DPO to delete my account because it's been impossible to find out how to delete it myself. From my experience, there is no customer service available online from John Lewis.