The order was wrong, corrected within minutes by a polite customer service representative. So what do I do have a melt down and post Avoid Avoid Avoid everywhere... No.
Because companies don’t succumb to your ever little whim, you have a rant on here. It’s childish immature and posted normally by a spoiled little brat. Stuff goes wrong from time to time just get a life maybe your mother still loves you..
Review by PicoToner3 months ago
This review relates to John Lewis Broadband which is managed by Plusnet and was posted under that heading. But as the broadband service bears the John Lewis name they should be aware of the damage this might be causung to their brand.
The broadband was up to expectations but customer service on transferring has been shocking.
Although I transferred to Plusnet (who also manage JLB from same location) two days before end of contract, I was sent an invoice which customer services could not explain nor justify. Said they would sort it out and get back to me. Did not believe them so cancelled my DD.
Made three further phone calls asking them to justify or cancel the charge. They said they could not send me an email but I demanded they send me a text. This agreed the charge was incorrect.
Two weeks later I received an email threatening to send the outstanding balance to a debt collection agency if I did not pay withing 14 days. Given their total lack of effective response to my phone calls, I have warned them that they risk facing an action for harrassment if I hear from the agency.
Unfortunately the John Lewis Partnership will probably be unaware of how bad this looks unless I, or someone else, can find the time to alert them to this abysmal customer service and the examples below.
Review by Mayerlin3 months ago
What has gone wrong with John Lewis? August 2019
In April 2019 we ordered fitted carpet for two bedrooms. Eventually we were told that delivery was scheduled for Tuesday 30th April 19. We agreed on condition that the job was completed by late-morning as we had to leave home by 12.30 at the latest.
I was told me “no problem. I will put you down to be first on the list at 8am. It will be a two-man team so will be no more than three and half hours, finishing by 11.30”
30th April my husband (78yrs) & I (72yrs) got up at 6.30 and moved two King-Sized beds, and other furniture out of the bedrooms, so that rooms were clear for the fitters.
8.30 No sign of fitters. Called JL to ask if fitter is on his way.
JL – “If he’s not there by 9am call back and I will ask his manager if he’s in today”
Me – “No you call his manager now”
JL – “It’s OK he’s been to the warehouse and is on his way”
Me – “How long will he be and where is the warehouse?”
JL - “I don’t know”
Me – “Call the fitter and get him to let me know”
Fitter – 9.05am – “I have been asked to call you”
Me – “When do you expect to arrive?”
Fitter – “I’ve just arrived at the warehouse, and have to cut the carpet (singular) It will take
1 to 1 ½ hours, then I will be over to you”
Me – “There are two carpets not one”
Fitter – silence “No it’s one” more silence – “Oh yes, it’s two.”
Me – “I have to leave at 12.30 latest. I was told you & another would be here at 8am”
Fitter – “it’s only me”
Me “Do not cut the carpets. I will be cancelling the order”
My husband then called Customer Service told them what had happened. They replied “OK mate we will give you a full refund”
Some weeks later we had not received payment. We spoke to Customer Service again and was told we would be paid just over £1400 which was £400 less than we had paid. Their reason was that the smaller “piece” (double bedroom) is too small to sell elsewhere. We pointed out it was not a piece as it had not been cut. They confirmed in writing that it had not in fact been cut. In other words, we were being penalised for their inefficiencies. My husband wrote to the Chairman and to the Managing Director. He received no response. He went the HQ and delivered copies. Again, no response.
At no time did anyone try to find a solution, but insisted we take the carpet or lose £400. We have just received a cheque for the £1400 &been told that the case is now closed.
We will now be claiming through the Small Claims Court
Review by Dianoshiya4 months ago
Oh dear! This is such as shame as I really previously had thought John Lewis was a shining example of good customer care. It is true that they have a large number of very decent representatives working for them, but one supposedly more senior individual, to whom I have spoken on the phone today has effectively wiped out all of that good impression, and my previously very positive impression of JLP is now descending fast. I bought a new iphone. It totally failed after only 10 weeks. Apple took 19 days to try and repair it, only to replace it in the end with a refurbished model. I spent £300 a couple of months ago to end up with a replacement phone I could have bought for about £150. I sought redress from JLP, and they did refund £50, which for me only covers my expenses of having to buy a replacement basic mobile phone, and the petrol I had to use driving to and from the Apple service provider. So there is no goodwill in this for me, I will be wanting to get Apple's version of this whole episode as well but I am not in any mind to let either organisation off the hook here, very particularly as John Lewis, or at least one individual who works for them, has managed to destroy what was previously a cast iron, or gold plated if you like, impression of them, particularly in the area of customer service. I was going to keep my own counsel but I think somebody here has lit a touchpaper, and due to my experience I would generally at the moment advise against buying from John Lewis, and probably also against buying Apple products, although I have so hopefully not mistakenly just bought an Apple Macbook pro for my son for nearly £2000! I will see what Apple have to say about the iphone catastrophe. My previous impression of John Lewis had been good but it appears times have changed......
Review by Mehis4 months ago
I purchased a bathroom cabinet almost two years ago at the cost of £150 (still sold but price has increased to £175)
One door is extremely discoloured around the bottom and 5weeks ago I emailed saying I realise it’s two years since purchase but just wanted them to be aware that there is a fault and as the cabinet is still on sale maybe they should be aware .
I understand it’s not the most expensive cabinet but in my opinion it’s not fit for the purpose it is sold and at the end of the day £150 isn’t exactly cheap.
I received a lovely email saying they were concerned about the quality and were glad to be made aware of the issue but I needed to email furniture aftercare team which I have now done 3 times with no reply.
Basically John Lewis are totally ignoring a paying customer.
I spend a lot of money at John Lewis including all my white goods and most of my furniture and always look there first mainly for quality and good aftercare.
I will continue to email until I receive a reply but am disgusted at John Lewis customer care and will never purchase anything,particularly high ticket items again if this is the disregard with which they treat their loyal customers.
Review by AdrienB4 months ago
They Steal money from the elderly and most vulnerable. I bought a Washing machine from JL for my eldery parents, my 90 year old father has dementia and my elderly mother has had a stroke and I assumed that by using JL if there was a problem it would get sorted out, I could not have been more wrong. I paid for the machine to be installed and the old working machine to be removed. A day later the new machine filled with smelly dirty water and now cannot be used. These are elderly vulnerable people and JL have taken their money and abandoned them. Rather than a washing machine they have been left them with a pond full of dirty smelly water. I am disgusted at the Customer Services (thats a joke) and what they are doing to what was a great Britis brand. The CEO should be ashamed of herself. I have spent days on the phone to JL who have lied to me, broken dozens of promises, ended calls (no I wasnt rude) and one JL employee told me there was nothing they were going to do, so tough!.
Do yourselve a huge favour, the JL brand and customer service is dead. If you want great customer care go anyweher but JL.
The way they have treated my parents makes me sick!
Rubbish Reply from JL!
YOU ARE JOKING!
I spoke to just about every department at JL, including your head office who bounced me from one senior member of staff to another and none of them gave a damn about the awful mess they had left my parents in. I stick with my review that JL are now no better than any other retailer, with a CEO who doesn’t give a damn. I gave my details, and told the story to a dozen different people who did NOTHING. My order number is 46438610, if you give a damn get your CEO to call me! I won’t be holding my breath!
Well, good job I wasn't holding my breath, no phone call from the CEO or anyone else for that matter. Do yourself a favour, the Customer Service is a joke, anything you may have heard about JL aftersales is now just a fable, before the current CEO ruined the brand!
Review by Litta4 months ago
Only now i had the chance to review this company ... I used to work for this company for more than 7 years and I would never never never recommend this employer to anybody out there... I've been a top seller and top retailer for many many years even at John Lewis but you know what for 7 years I worked for this company I only received 25 pence pay rise. No joke I have my payslips they always say you are a partner with a yearly partner bonus... that's just a term they use for image and for marketing Bullshshshst.... it is basically your supposed pay rise that they keep and give you annually. Before it was no tax but they started taxing this. This is the main reason why you get bad customer service and more because they don't look after their staff properly. So, this snowballs...you dont treat your staff well dont pay them well then you will get bad customer service as they will not treat your clients well. Each time I hear that term John Lewis... same as their sister company Waitrose...i feel sick and i just want to puke... managers their are lazy ...and they have a lot of them...a lot of them are dumb as well...they cant even spell a word properly and they call them managers... its the people in the floor that make things happen but they get paid peanuts... pennies... but then managers gets paid more who just sits in their office and to be honest useless positions... wasted positions that money should have been given to the best selling staff or best hardworker. These managers dont even care about their staff... you may be wearing a business dress or suit and you see them yes very formal and looking good but hey their take home pay my god... ridiculous... standing all day in the floor and running around to serve customers and gets paid pennies... its a shame ... total shame and man dont you ever WORK AT JOHN LEWIS... so there you go... John Lewis... you are going down...
Review by Ehm5 months ago
I ordered an Apple watch after looking through the deals elsewhere....Prices are pretty much the same except JL gives you two years guarantee...Not accidental damage which you can pay extra for, if you want it.I ordered it for next day as a birthday present was coming up and paid in full...I had an email from JL later that evening stating there had been a problem processing my order and I needed to contact them...To cut a long story short they managed to sort it all out were very apologetic and upgraded the delivery for me!
It was the telephone conversation with the customer services that really came across that they cared and wanted to sort it out for me.....That's what really stood out for me...They actually enjoyed the challenge to sort the problem out with such a positive attitude!
Review by Davod5 months ago
Ordered a Stoves dual fuel cooker from website for £180.00. John Lewis took the money from our bank account sent a confirmation email and email extending the warranty.
24 hours later we received an email staying that despite taking money from our account the price was a mistake and they were cancelling the order, despite the oven still being on the website at the same price at the time of the email.
Phoned customer support who had obviously been given a script to say. Also emailed an had an auto reply saying I would receive a response within 24 hours. That was 5 days ago and I am still waiting for a reply.
I can't believe that such a well known company that spends millions on fancy adverts and telling us how they pride themselves on customer service can get away with this. Certainly will not be using their website again
Review by Magnesium6 months ago
John Lewis charge up to 20% for returns!!!! I feel fleeced by John Lewis. We bought some lights which came to £480 in John Lewis Oxford Street. Checked them out at home, didn't like them and I returned them to store with original receipt two days after purchase.
I was told that they would deduct 15%!!!! on refund because the packaging had been opened. That amounted to £72. I took a photo of the customer information sign listing returns and limitations; food, flowers, underwear, etc. At no point does it refer to or include lights. I asked to speak with a department manager who informed me that they usually deduct a whopping 20%!!!! Prior to this we would shop with confidence at John Lewis. They were our first choice 'go to' place. From now on I'll check out other options before I even consider any purchase from John Lewis
Review by Ankuri Frann6 months ago
I have bought every single white goods item for my apartment from John Lewis. Best customer service, polite well informed staff and good quality products at reasonable competitive prices.
Excellent customer service
Review by Wrexham6 months ago
Update, update , I have had s very sensible conversation with one of JL customer care mangers from technical support about the overall situation and process deficiencies with added care. Useful however the issue about the defunct machine and repair contract still to be resolved, however a sensible discussion never the less.
Review by Casino6 months ago
Had this card for a few months and had nothing but issues either with the app which is appalling or using the website. Can't make payments on line, no reply to messages sent, DD not taken to clear balance. Absolutely awful service and product, not what I would have expected from this company that apparently prides itself on its customer service.
Very unhappy customer! Avoid this product at all costs.
Review by Eliazar Swanke7 months ago
Really frustrating situation & it looks like I'm not the only one!
Have had card for years and like the Waitrose "cash back" vouchers.
Always pay the full bill ages before the due date.
26th March payment "declined" in an EE shop A bit embarrassing - but had cash on me. On arriving home an email from Amazon - payment declined.
Tried to log into Partnership card account (which I generally do each day to check my record against theirs). Could not log in.
Phoned them straight away and checked via 'phone that balance agreed with my record, spoke to member of staff & was told that a "member of the team" would phone me back. They did not.
Phoned them again next day ditto. Asked the second person I spoke to if "the team" was their fraud dept. He confirmed that was the case.
Two days later 'phoned the fraud dept. Told account blocked but that I could send a payment (having been advised by staff No. 2 better not to do so as it might get put in a "suspense account".
Visited John Lewis in Milton Keynes on 2nd April - went to Partnership Card dept. who phoned the office for me and put me through to staff member no. 4. Advised that I would get a call back by today. Nothing yet - so phoned again and spoke to No. 5.
As I am unable to log in I am not going to pay the bill - due on 8th April till I get satisfactory explanation of what is going on.
Fortunately have another credit card - but have had to advise Amazon, Paypal etc., etc of change.
Once this is finished I shall make a final payment to them, deducting cost of 'phone calls (about £7 by now) plus my time and close the account.
Feel sorry for staff - but really terrible service from a "reputable" organisation.
Review by MayorFrancis7 months ago
Really bad customer service. My 10 month old dishwasher is apparently unrepairable. John Lewis have agreed to a refund but only after Hotpoint have collected it. Hotpoint will only collect it if the have instructions from John Lewis and for whatever reason John Lewis will not contact them. Another week comes and goes and I have neither a working dishwasher or a refund. Shockingly bad customer service. I have a return management no 19598800 for what it is worth.
Review by Kamato8 months ago
Good price on black friday
Review by Britiney10 months ago
Complete Rubbish. No wonder why loosing customer. off licence shop provide much better service than John Lewis.
Taken money for the order that was cancelled by seller and just trying to waste time after almost a week no refund has been made.
Will try to worn peaple as much as possible.
Review by Dieter Pomerleau10 months ago
John Lewis / Bosch disappointing slow service
We bought a Bosch dishwasher with a two year warranty, from John Lewis in Norwich in Jan.2017. It went wrong and stopped during the programme, and leaked most of the water in Jan.2018. A Bosch engineer visited after several days wait, and could find no problem. I March 2018 the fault recurred with a fault code displayed, and this time, after several days wait a visiting Bosch engineer diagnosed a problem, and ordered some parts, which took some time to arrive, after which, another engineer visited an fitted them. We felt at the time that the waiting times, though down to Bosch, were inconsistent with the John Lewis customer service ethos, and my wife phoned them and said so. They sent an email response saying that her comments would be relayed to 'the relevant teams'.
The machine failed again in the same way on 7th.Nov. and Bosch via John Lewis offered their earliest engineer visit on the 20th., which will have to be on the 23rd. because of previous commitments.
This long lead time, and the machine fault history, have lead us to the conclusion that we want to be rid of the machine forthwith, and would like John Lewis to replace it. I phoned them with this suggestion, and they said that they will decide what they will do in the light of the Bosch engineer's report after the 23rd.Nov. We are prepared to have it removed and buy a replacement elsewhere against a refund. (the model is still stocked and marketed by John Lewis).
All in all very disappointingly slow and damaging to the John Lewis reputation which has attracted our custom for years until now.
Review by Suziee10 months ago
Totally useless customer service
I bought two iPads on 31st October from John Lewis when I could have bought them cheaper elsewhere.
The reason for my decision was because of the promotional 3-year guarantee. However, I was sent guarantees for only 2-years for both items.
I immediately queried this with customer services on 3rd November who promised via email that customer services would contact me within 48 hours. This has not happened.
I rang again on 7th November to be advised that there was no record of my previous call and that I should have 'clicked on a link'. I was then put on hold for several minutes before the member of staff (Sam) advised that somebody would get back to me. She was pretty unhelpful, refused to properly identify herself and would not give me any indication of how or when this would be resolved (if at all).
Consequently, this phone call was another waste of my time (22 minutes this time). I have now sent an email to 'Head of Customer Services'.
As far as am concerned, by not honouring the offer, John Lewis is in breach of contract and therefore if I do not receive a satisfactory response within 7 working days I will have no alternative but to contact my credit card provider to have both payments rescinded. I will then be free to purchase elsewhere at the lower price (and pretty certain, much better customer service).
Update: Had automated email from 'Head of Customer Services' stating that their aim was to respond within 24 hours. As expected, THIS HAS NOT HAPPENED.
Instead, John Lewis have been extremely quick to try to prevent this review because I named the customer services representative, obviously more interested in hiding their deficiencies than actually offering efficient customer service.
Review by Yongtae Manityakul11 months ago
Really bad customer care from john lewis only shocking. 11 inch ipad wrongly priced by shop at Watford i put letter to head office guess what ?? No joy Something went wrong for me at Debenhams locally a large customer reward was given Please support my case and dont go to John Lewis
Review by Russcut1 year ago
Absolutely Avoid - worst service, particularly customer service that I have ever received from a company. 3 weeks and Broadband still not working. I have spent 3 hours on hold over the last 3 days only to be greeted by a rude and unhelpful customer services team.
Review by Siddhanta1 year ago
And the bad reviews keep on coming terrible customer service no one dealing with my problem with any authority or knowledge will never use again not surprised their core customer base and profits are deserting them , your not too big to crash when you give rubbish service house of Fraser BHS you might be next
Review by Kræsten Cabe1 year ago
I wanted to buy something that is in stock in several branches but not on line. Because it is "Black Friday" company instructions are that no calls to departments may be connected, no emails sent to departments etc etc. If John Lewis can't maintain usual standards they should not become involved in something that is obviously too big for them to handle. If they can't serve me today do you really expect me to return when it may be convenient to them? Oh how are the mighty falling!
Review by JohnFallais1 year ago
So Disappointed! I have shopped very happily for years in John Lewis from clothing to make up to furnishings, unfortunately on this occasion I have been so let down. I ordered and paid for 7 Roman Blinds for our newly converted barn. Initially I was told 7 days from ordering for delivery, then when the order processed it was 4 weeks, Which was fine! Then today 15 days after ordering I received a phone call today informing me that the fabric isn't available and it might be 10 weeks until they can get the fabric but can't guarantee it! Once I had calmed down from being quite upset that it has taken so long for this information to come to light, I asked for a refund and if I could have the window measurements so I could try and source alternative blinds. The agent went away and return informing that wouldn't be possible as its not company policy! (no assistance from then on) So much for being the helpful high quality brand that I always thought John Lewis was! Afraid they have lost my families business!
Review by Davielier1 year ago
I bought an AEG washer/dryer from JL just over 2 years ago and have had nothing but problems with it. The engineers have been called out at least 7 times now to fix this machine. I have called JL a few times and at least 3 case notes later they do not even have the decency to call back. The guarantee on my machine ran out at the end of June so my latest repair cost £180. When I spoke to the engineer he said I have been very unlucky with my washer/dryer as these should last 10 years. I agree with the other reviews customer service has seriously declined of late, and I would not recommend JL anymore. In addition to the above the JL deliverer and installer damaged the kitchen door when installing, however they did pay for replacement many calls/emails later - it shouldn’t be this hard!!