Johnlewispartnership Opiniões 

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.

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.