What has gone wrong at JL ?
I have tried to contact customer services by telephone and live chat with no success .
I wished a replacement for an item ordered via their online website but delivered from a store.
In the end I gave up and completed their online contact form where contact would be made within 24-48 hours .
10 days later and still no response.
The item delivered from store was not boxed (should have been) had no ticket or bar code to be say it’s a new product.
Although ordered online but delivered from a store I now need to go 52 miles to my nearest store to return.
I for one will not use JL again and I can understand why the store is struggling.
Shocking customer service.

Ive better things to do with my time

Than have 3 x sepereate deliverys of a period of 5-7 years coming smashed to peaces

Who packs Stoneware plates? with one layer of bubble wrap in a flimsy box ? EVERYTIME! They come smashed ME ??? THree times? how many others get there dinner plates smashed to bits when they arrive????

I placed an order for a Dyson V10 vacuum cleaner from John Lewis on 2nd June 2026. When I first came to use one of the attachments, it would not stay in place as the spring was missing. I contacted John Lewis and received an e-mail from them on 29th July stating that I should resolve with Dyson directly. After contacting Dyson, I had not received the part by 6th September, so I escalated my complaint with John Lewis that day, explaining the problem and correspondences again. Despite receiving an acknowledgement the same day stating that someone would be in touch within 24 to 48 hrs, I heard no more from John Lewis. I contacted them again on 11th September stating that I had received no reply to my escalated complaint. I received a call back from John Lewis. They did not apologise for failing to get back to me. They stated that it was not John Lewis's responsibility and that I needed to contact Dyson directly (which I explained that I had already done 6 weeks previously). I argued that, as I had purchased from John Lewis is was their responsibility to resolve). The call handler washed their hands of any responsibility and stated that I needed to call Dyson and place an order with them. When I asked to speak to a senior manager, he stated that he was a senior manager (which I could not believe to be possible as he was both rude and unhelpful). I ended up speaking with a representative of Dyson, who was charming and helpful. A big contrast to John Lewis. I am hopeful of receiving the part from Dyson within the next 2 weeks - 2 months after initially requesting help from John Lewis.
It has been a learning experience for me of John Lewis's current level of customer service!

There seems to be no way to speak to anyone in their Customer Support dept.
My old iPhone has broken and is now beyond repair. I ordered a new one from John Lewis and the order was being processed until I tried to pay with my credit card when the bank asked for confirmation of my agreement in response to a checking email sent to my old phone. Result complete stalemate and no way contact John Lewis to progress the order. I have wasted ages trying to make contact but with no success. I shall now have to look for a new supplier.

Customer Service a Disaster

Issue with a product? Get ready for +1hr each time you call to get answered. Then hope for the best you get any help. This used to be a premium service/retail outlet, sadly its now one of, if not the worst, for customer services. Sad demises of this firm. AVOID.

I've not had a problem with John Lewis before, but I had an issue with the latest order- the wrong item was delivered, and so was loaded straight back into the delivery truck and taken away. That's fine, these things happen...
But now I'm trying to contact someone to see if they'll actually send the correct item, refund me, or whatever. It's IMPOSSIBLE to contact anyone in customer service, hence the one star.
I've been in a queue for 26 minutes first, then 24 minutes- both times as soon as the call finally went through to someone, they just hang up immediately.
Live chat is unavailable. Emails haven't been responded to. Just a completely broken system, which makes it a gamble to buy anything from this company.

EDIT: after a lot of effort they attempted to make another delivery. Of the exact same incorrect item again... Not just the incorrect model btw, a tumble dryer, not even a washing machine.
I'm now trying to get a refund, but their online system wants me to first return the item I never received!

2 delivery in less than a week just dumped outside for anyone to steal and open to the rain.
You are "John Lewis". DO NOT USE INCOMPETENT, UNCARING COURIERS. THIS REFLECTS ON YOUR IMAGE.

Appaling service. Sent us on a wild goose chase for weeks saying that the sofa that we wanted is not available online or in London but in a branch located in Liverpool. Then told out that was out of stock too and it's available in Kent. Made the trip there to find out that they only keep stock in warehouses and the staff there confirmed that the person we were on the phone with had no idea what they were talking about.
Finally managed to snag the sofa a month later and on the day it arrives the delivery man refused to attempt to bring the sofa into our flat because apparently our door is too small.
Got an email saying that they will check if they can take the legs off before they reattempt delivery in the next few days. It's been a week and no one has responded to any of our emails even after chasing them, this whole experience has been so awful honestly I would give it a 0 star if i could. Maybe just tell us straight up that you don't want to sell the sofa to us so we don't even have to go through this scenario in the first place?

Had a new Bosch dishwasher delivered with old dishwasher to be removed and new one plumbed in. First crew claimed that water connector was coated up with lime and and isolator tap would not switched off. Crew stated that they could not complete job and that we needed a plumber to free up connection. Plumber attended and disconnected old machine in 2 minutes. There was no limescale and and isolator tap was working perfectly. Second crew attended 10 days later and claimed that they could not fit new machine as gap to water connection was too narrow . It took two over 70's to heave out a washing machine so they could fit it dishwasher and then put it back ourselves. Crew were not very customer friendly and seemed to not be able to think outside the box or go the extra mile to help two struggling pensioners.
In future I would go straight to a plumbing service as the John Lewis fitting service leaves a lot to be desired. Delivery crews need better training in basic plumbing and improved customer service skills.

A recent visit to buy a new printer and electrical appliance. The partner who served was helpful taking us to the various areas of the department where the items we wanted were. Buying electricals from JL is always good because they offer a 2 year guarantee as standard.

My wifes 27th wedding anniversary present did not turn up and she is very disappointed totally unforgiveable

The staff, smartly dressed, always helpful, ready with a smile regardless if they are really busy or not.

Delivered a damaged dishwasher. Going to be 5 days before they can replace so I'm storing it in my kitchen which doesn't have the space. I've had a really really bad run with John Lewis across the last 4 products. Customer services is awful, quality is poor. I won't be buying anything at all through then again. Terrible.

Appalling customer service , I’ve spent 11 hours on the phone to try to resolve a refund error made by John Lewis , each time told I will have a resolution within 24 hours , over 1 month on now being told expect a resolution by 15th September (6 weeks from their error) I’m not making any progress , do not trust there reputation, case reference 31370489 - see their response directly below promising resolution today 15th September - no surprise not a word or email from them , 12 failed promise days - Let the buyer beware!!! Just called again to be told after over 1 hour my case number has changed to 31311953 and I’ll hear something tomorrow ??????? I hope you listen to these calls John Lewis your customer service leaves a lot to be desired

2 hours later from me calling you again I received my refund , 15.5 hours in total of my time and the complaint into why this took so long to resolve and why day after day so many false promises please investigate the complaint raised , I am now not expecting to hear until tomorrow as it will take that long for someone to listen to each of my calls but please update me John Lewis - restore my faith in you as Enri did last night when he was able to seamlessly assist - it took 2 hours but he was adamant he would resolve and he succeeded

I am writing regarding a Samsung Tech competition prize that I was informed I had won on 4 August 2026.

Following notification that I had won, I expected to receive the prize in 14 days or slightly longer. However, I have still not received the prize.

I have already contacted John Lewis several times regarding this matter but have received no response, which I find extremely disappointing. It is now over a month since I was notified that I had won.

Please treat this as a formal escalation and investigate the matter urgently. I would like written confirmation of:

• The prize that I won and confirmation that my win is recorded
• The current status of the prize
• When the prize was dispatched, if it has been sent
• If it has not been sent, the reason for the delay and the expected delivery date
• The reason my previous attempts to contact John Lewis have not received a response

I can provide evidence of the notification confirming that I was a winner, together with copies of my previous correspondence.

I would appreciate a prompt response and resolution to this matter. If I do not receive a response, I will consider taking the matter further through the appropriate complaints and consumer channels.

I look forward to hearing from you as soon as possible.

My delivery arrived on time and the oven installation was carried out very professionally without fuss.
This is why I buy from John Lewis!

Amazing service in the Leicester store by the perfume area by Donna (Yves Saint Laurent counter) and Shelly (Creed counter) who were both so friendly, approachable and ultimately exceptionally helpful ❤️

I have a TV bought from John Lewis two years ago that was giving me more and more problems and nothing I did seemed to solve the issues, so I rang JL because the TV was still under guarentee. I was given the option of having a conversation via WhatsAp, which I chose to do. Within ten minutes an incredibly helpful man asked relevant questions, directed me through a series of manoeuvres and Hey Presto! everything now works perfectly. To be honest, I hadn't expected such specific and effective advice. I'm quite astonished how quickly my problem was addressed and dealt with. Five stars aren't enough.

Ordered sale item online. Received email advising as item coming direct from store it will take longer . Next email yesterday says order shipped and link to DHL advising delivery next day
Today email from JL confirming delivery today , however DHL link now says delayed item not received.
This is the second time I’ve had this issue with JL , so no doubt once again a very long wait on phone to Customer Service, who will most likely tell me items now not in stock

Ordered a product online and the wrong one was sent. This happens I accept that but the customer service has been beyond poor. I have wasted hours trying to get hold of someone - every promise of a call back has not happened. No one will take ownership and the onus is on me to keep going through hours of chasing and still with no result or acknowledgment.