Johnlewispartnership Avaliações 

The call centre that is based in South Africa is dire. I tried 3 times yesterday to get through and it was third time lucky after a 50 minute wait. That music and the apologetic announcement really gets on your nerves after a while. Anyway I eventually spoke to an operator who was obviously working from home because I could hear the kids in the background and she had to reboot her computer twice. She was perfectly polite but I do wonder if my problem had been more than a simple order cancellation if she could have helped.
John Lewis need to sort this call centre business out and maybe bring it back to the UK or Ireland. Until then I will not be making any major online purchases with them.

An online order was cancelled without notifying me, so I missed being able to give a birthday gift. The account area on the website did not give any clue as to why or what I could do. When I tried to get through to find out why I was queuing for 45 minutes with no answer.

Wow and I thought I had problems! Never had a problem in 40 years - completely appalling experience from start to finish with my order and still waiting for refund for out of stock item. Could not believe that others seem to be having same if not worse issues on this review site. Poor show by John Lewis - contacting customer service takes patience as you will not get issue resolved - but given a complaint escalation number and then when you don’t hear anything and go on website with your case number - you get a reply with another escalation case number. What are doing are you doing John Lewis?

I ordered a washing machine including installation and recycling of old one. They weren’t able to install it (due to pipes running under dishwasher) but fine - I just had to call my plumber to do the job. They said to call customer service to arrange recollection of old washer - and I reiterated it would have to be when the new one was installed as I have no place to store it in my small flat. I called customer service 4 times and each of the first 3 times they called and reassured it was marked as urgent on the file to get it collected the next day. On the 4th call, someone told me the status of delivery was marked as complete so they had to first mark it as incomplete and then wait for delivery people to email. She then called me back again 30 mins later saying to explain the whole situation (at this point I had already given up hope and made my own arrangements). Complete negligence right from the original delivery person / installation guy to customer service despite knowing the urgency of the situation. I will not be relying on John Lewis again, they have lost my trust!!

What a complete waste of time the customer service is at john lewis, i shall not be buying anymore electrical equipment from lewis's no chance. I have wasted a whole morning onto customer service to contact technical support (it literally doesnt exist) and they just leave you on hold permanently. I will now have to go into a store to probably cause a scene and complain loudly to resolve the issue with some poor sod. John lewis, oh how you have fallen.

OMG. ABSOLUTELY USELESS.!!ALL I WANTED TO DO WAS CHANGE A JACKET SIZE. TOOK ME WEEKS!!!.
(They even gave me a 'case number!!)
Needless to say never going to JL EVER again

Update: The customer service has somehow become even worse. The engineer's first visit couldn't be completed because he didn't have the required parts, so I waited another week for a return appointment. On the day of that appointment, it was cancelled because the engineer had called in sick. While I appreciate illness can't be helped, this leaves me without a working washing machine for even longer. Despite all of these delays, the flooded kitchen, the repeated inconvenience and the mounting laundry costs, John Lewis still refuses to consider taking back an 18-month-old washing machine that has already developed two separate faults. Negative review still stands sadly.

18 month old washing machine has developed two faults (confirmed by engineer today) and which flooded my kitchen. JL finally sorted the engineer out but the huge issue here is that they have and continue to farm out their "customer service" calls to other countries whos staff have no professionalism or good command of english - twice someone picked up the phone and said nothing even though i could hear kids and people messing around in the background (so not an office environment) - im guessing they get paid for picking up a call as opposed to doing anything and I always record my calls so can share these directly with John Lewis. they also offer zero compensation for customers not having a washing machine for 2+ weeks, 3rd agent bothered speaking but computer says no to any compensation for having to use a launderette for over 2 weeks. John Lewis you should be utterly ashamed - i will never purchase anything other than a toilet brush from you. As an aside - 18 months ago the installation person messed up and he also stole from me (petty thief - things like screws, the dishwasher plastic cup, my tape measure - police report filed) - again i had to fix the errors at my own cost for a plumber and electrician. all in all, do NOT trust John Lewis, record all calls yourself, always pay on a credit card to protect yourself, and if you're a lone woman at home have a friend or someone with you. better yet - buy from AO, Currys etc.

terrible customer service unable to speak to the store in Newcastle i use John Lewis for excellent customer service which seems to have gone down the drain all you get is some offshore call centre who do not care... been hung up on twice now i have ben told to go into store as they cant help and can not transferer me to the store WHAT IS THE POINT !!! been on hold for a manager for 40 mins

Been trying to talk to someone who would help me on a problem with a delivery. JL told me after waiting on the phone a manager would call me in 24/48hrs nothing happened waited a week. Second time gave me a complaint number CASE-3160929 manager will phone in 24hrs still waiting 36hrs on.

Like many others who have left reviews, I am a very long standing customer, and have previously returned to JL repeatedly due to reliable customer service when things go wrong. Oh how it has changed. Almost impossible to speak to anyone and difficult to get matters fixed. In my case, a blind has been delivered broken, so at least not a more expensive purchase like some other reviewers. But what should be a simple phone call to arrange collection and refund (it is too long to just use the standard online return process) has become very stressful and time wasting. Still haven't managed to sort it. Dreadful.

Update - after multiple attempts via every route - email, chat, phone, online form, having to repeat the same information, have finally managed to get the package collected, so at least I don't have a large parcel taking up space in my house. Now apparently takes 14 days for refund. Treated as if I'm a nuisance for expecting a return and refund for a faulty product, although I've remained respectful and polite. Have wasted hours of my time and it will be almost a full month before the refund will apparently come through from the original order. As well as a dreadful customer service experience, it is an incredibly inefficient way for JL to operate, so must be the beginning of the end for what was once a brilliant retailer.

I have been a customer of John Lewis for 50 years. One of the reasons for my loyalty is the customer service. They have re-sited this to South Africa and other places. It is very difficult to communicate with them on the phone with regard to missing deliveries always when Evri are the courier. I was promised after 40 minutes of hanging on, a refund. I received no confirmation and 10 days later no refund. I have now ben told the refund was not actioned and will be now. I will wait and see. This has been a depressing experience and if John Lewis do not re-instate UK call centres I will not be using the online service any more and would advise caution.

John Lewis emailed me to say they were unable to send me part of my order, as the trousers had been damaged or lost. John Lewis asked for me to call them in the email to request a refund for the trousers. Phone lines too busy to get through to speak to anyone, why ask me to phone them, why not issue a refund automatically if they have lost the item? Very poor customer service.

I love John Lewis (the store and products) and would be sad to see it go which is why I try to buy things from them. In this case I bought a TV and soundbar which ultimately did not work in my room (not their fault) so needed to return it. I did buy a smaller version also from them and the originals were still boxed and completely unused so I wasn't anticipating problems, especially as I was being charged £30 to have them picked up. How wrong!! The customer service operator I spoke to initially really did not appear to know what she was doing and left the call 4 times to get help. She then said she'd arranged the pick up but it didn't happen....4 hours of wasted time on my part. Then a different operator arranged a new pick up which unbelievably again did not happen. Couldn't get through on the phone this time after holding for 30 minutes. Decided to email and a response came back which started by saying it was 'nice to hear from me again' and apologising for my poor experience but offering no resolution other than to contact customer services again to arrange a collection for the 3rd time. More calls and hanging on the phone for 20+ minutes each time. Eventually I had to escalate the matter to complaints which I should have done in the first place. Stuff picked up, whole process took more than 2 weeks and I still had to pay £30. Diabolical service John Lewis...you need to do much much better to keep your loyal customers.

Dreadful customer service. Operators do not appear to know the John Lewis returns policy e.g. I was twice told that I could not return my rug, bought on line, to store - after numerous failed attempts to get a collection organised, I looked up their policy using AI and discovered I could return it to store! I did and received an immediate refund. The process of attempting to get the item collection was lengthy and tedious in the extreme - I received c. 10 emails regarding the failed collection from home, never from the same person. No continuity and an ever-increasing circle of confusion. I tried phoning customer services - after a wait of 45 minutes I abandoned that route and tried ‘live chat’ - another 45 minutes wasted.
The contrast between service in store and the ‘customer service’ provided online / phone / chat could not be greater. Hilariously, the phone spiel you are forced to listen to prior to the repetitive and dreadful music imposed on you whilst you wait for nobody to answer, states ‘ At John Lewis we seek to DELIGHT our customers - they do not!
I have serious hesitations over continuing to purchase from JL. There is plenty of completion out there and I shall be heading their way.

We are both JL card holders and not exactly short of a bob or two to spend. Every time we make a purchase from JL the process is error strewn and we end up with no product, or a faulty or different standard product:
£3.5k TV and Soundbar, faulty sound and failed to fix so three years of imperfect TV viewing.
£2k FridgeFreezer, staff no idea of products and unable to commit to spec of new unit, delivery, pickup of old unit. Gave up and bought from another retailer.
£4k Divan bed, ordered in Oxford St, checked progress in H.Wickham to find order incorrect and cancelled, re-ordered "correct" spec. Later found order still incorrect and changed at M.Keynes. Wrong spec bed delivered and we lost will to correct JL once again.
Buying a simple Iron or Fan in store seems equally error prone, staff have no idea of product specs.
JL IT system is not integrated across business and stock levels wholly inaccurate, when items should be "in stock" at store.
If other customer's experience is anything like ours, it seems likely that JL will encounter difficulties in the fullness of time. I genuinely fail to understand how JL can keep trading in this fashion....

20 Aug Update:
Interesting to note that a month later, just nobody at John Lewis can be bothered to answer on this matter at all. Tells you everything you need to know about JL right now....

What on earth has happened?
This company used to pride itself on outstanding customer service, now it can no longer do so. Twice delivery promises have not been kept (2 separate orders) this has resulted in me having to spend several hours on the phone to both customer service (joke) and a third party. We will no longer purchase from JL if the goods have to be delivered.
Phoning customer service numerous times only to be given conflicting reasons for lack of delivery etc is not good!!!! Bring back decent call centres

Absolutely terrible service from John Lewis!
Issue with delivery not arriving on schedule days, on 2 different occasions. Waiting over 20 minutes and 40 minutes for customer services to answer the phone. Tried using chat bot which didn’t understand.
Used to be fabulous service now it’s absolutely diabolical, I won’t be shopping with them any longer.

Called over 8 times, minimum 40m wait each time. Ive been hung up on and disconnected multiple times after eventually connecting, put on hold for 20 minutes then every time too. Told Id be 'called back' , never happened. I specifically called their team to order because this is what their website clearly stated, if I needed installation included. They ended up never adding installation & recycling to my order which was clearly discussed on my sales call and confirmed that it was included. Now they cant seem to add it. CS Team is disinterested, cant help at all (if you get through) . Save yourself the stress and buy elsewhere.

Very disappointed. I purchased a dress whilst staying in Edinburgh. I live in East Yorkshire and the nearest store was York, but it closed a few years ago. Got home and found the dress had a hole in it.. not pleased as it was expensive. I called John Lewis customer service and explained the situation and I wanted to return it for a refund as it was faulty... to be told it could only be returned to the store I bought it from!!! My "local JL store is over 100 miles away. After being on hold for an age trying to speak to someone, getting someone unhelpful who couldn't understand my query, then getting ZERO help with my issue left me with a poor opinion of John Lewis. I probably won't shop with them again after this. Terrible customer service. Now stuck with a dress I can't wear and out of pocket. Very poor.

I ordered a Samsung American Fridge Freezer from John Lewis which included delivery and installation of the water filter. The delivery was made as scheduled but the installation of the water filter did not take place as the delivery people had no idea on what was needed to be done . They even walked away with the spare parts required to do the job. I complained to John Lewis who did nothing to help resolve the issue. Even going to their Escalation team achieved no positive result. Please note I have had a heart operation 7 weeks ago and this entire episode with John Lewis seriously affected my health