John Lewis

We paid over £1000 for a new oven- see below for what John Lewis did next.

I am at home recovering from major surgery and have to use walking sticks to get around. When the job was completed we were told everything was ok, and the paperwork was passed down to me at the far end of the kitchen to sign.

However, when I managed to get to the oven we could see that John Lewis installers had damaged the microwave and attempted to cover it up. The installer attempted to leave quickly, but I managed to get him to come back and look at the damage. He denied having caused the dents in the microwave above the oven. Consequently, I asked to look at the photograph he had taken prior to the commencement of work. He looked guilty and said that the photograph had been sent off, so it was no longer available!

This deceitful behaviour is shocking and as we looked around we discovered more damage to our kitchen due to negligence/carelessness. I made a formal complaint immediately and requested the photograph that was taken prior to the start of work – that will prove they caused the damage. This had to be requested on four separate occasions, before it was reluctantly provided.

Since raising the complaint on 6 March I have escalated the complaint to Executive level. Today I had a phone call to confirm further delay and that despite John Lewis damaging our Neff Microwave Oven, they will not replace it because it still works!

Who would accept an expensive kitchen ruined by John Lewis - and being offered some small compensation. You are warned - If you care about your home stay away from John Lewis

Sadly, John Lewis is no longer the great company it once was.

My son brought a washing machine from John Lewis along with their Installation service .

They delivered & un packaged the machine but said they were unable to fit it as they did not have the right tools but said it was ready to install .

Installed washing machine & put it on for the first time & it made a horrible sound & stopped working the Installation team had left the transit bolts in .

Contacted john Lewis & they are not intererested in helping & have only refunded cost of installation & will not replace machine . So my son has been without a washing machine for over 2 weeks now !!

My experience was actually very good. I purchased an expensive Dualit kettle from John Lewis and had it delivered to my local Waitrose. Three months later the kettle develops an intermittent fault where it stops turning itself off.

A call to the John Lewis electrical support line where the helpful young man, arranges a new one to be dispatched immediately and for me to return the broken one to the local Waitrose store at the same time as collecting. In addition the kettle had decreased in price since I had bought it and he promptly refund the £8 difference. All in all a first rate customer service experience.

I have been trying to purchase an item from my local store. Unfortunately I am unable to attend in person so tried to contact them via published contact number. Ended up, after a 15 minute wait, talking to an off shore call centre. Eventually got across what I wanted after speaking to two different operators! They said they would email the local store with the information.

I had to go out for a medical appointment, when I returned, there was a voice mail from my local store with a contact number and extention. Could I ring that number, not a hope in h**ll always to the offshore centre.

Now into 25th minute listening to that awful music and still no closer to getting an answer. Soon John Lewis is going to lose a £300 order as I look elsewhere.

Please John Lewis, if the local branch provides a customer with a contact number, let there be a way of ringing it?

Sadly this great company is following Debenhams and do not even answer the phone if you have a problem. I will miss you J L.

Abysmal Customer Service - Selling Products not fit for purpose.

The following e mail sent to John Lewis explains all and yes, they are refusing to give me my money back.

Do not deal with this company. you only find out what organisations are like when there is an issue. You have been warned.

I purchased the Hoover DXC9TCEB/80 from John Lewis. At the point of purchase I paid £299 plus delivery & installation.

The Hoover DXC9TCEB/80 is unfit for purpose. The tumble Dryer was delivered on Thursday 14th Nov 2019. The packaging was removed and disposed of by the John Lewis delivery team The old dryer was removed and the new dryer was positioned by them. The dryer was first operated the next day and found to be faulty. When the dryer operates, a loud repetitive thud noise comes from the drum area. This noise happens with a full, part or empty load. Also, when the drum is moved around manually, the same noise is heard. Almost, assuredly a faulty bearing. This fault has been relayed today to John Lewis customer services via telephone, with the first person spoken to being very helpful. At this stage I was happy to accept a replacement dryer of the same make and model, or similar to get things resolved as quickly as possible. However, following the abysmal experience I received with one of the engineers in the technical support department. I decided to ask for a refund. Unfortunately, the engineer was far from helpful and extremely argumentative. The exact opposite of what you would expect from a customer services experience - particularly from a supposedly reputable company such as yourselves..

The Consumer Rights Act 2015 makes it an implied term of the contract I have with John Lewis that goods be as described, fit for purpose and of satisfactory quality.

As you are in breach of contract and I've owned the product for less than 30 days I am within my statutory rights to ask for a full refund of the original cost paid.

AS YET NO REFUND OR CONTACT FROM JOHN LEWIS. MY NEXT STEP WILL BE TRADING STANDARD AND THEN TO THE SMALL CLAIMS COURT.

What happened to JLP old fashion values??

They appear to have forgot this is what made them!

Today we travelled up from Cornwall to Exeter store total waste of time!

Went to the Bed department was ignored by three staff for fifteen minutes till a manager passed by and asked one of them to help us.

So this “thirty something” in shorts and a T shirt then completely dismissed what we asked and continued to talk over us. Given this could have been his easiest sale, he then tried to treat us like idiots on further simple questions. Eventually I got a “word in” to ask a delivery time to be told six to eight weeks on a bed against two competitors who offered us two weeks for the same bed!

When we questioned this he just walked away!?

As past a JLP partner and supplier for nineteen and twelve years respectively, what a sham and a shame they lost a sale for £1600!

Is it the new Tesco management or just arrogance and bad training?

No wonder profits are down!

Went to Benson for Beds and got excellent service two week delivery and a better price ( than with partner discount 25%)!

Something we NEVER thought we would say!

Lost our business now and for ever, remember JLP one bad review or experience is worth a hundred in negative PR!

The worst service ever from John Lewis

The worst service ever from John Lewis, I bought a camera online had it delivered to Waitrose in Surbiton, returned it the next day unopened to Waitrose in Surbiton, as I decided on a different brand. I have waited 14 days for the refund, called them from abroad as I am travelling to see where the refund is and they told me they do not know where my returned item is and that I have wait 3-5 more days for an internal investigation and they refuse to refund my money.

I have an email confirming that I returned the camera through Waitrose giving ref numbers etc. Customer service said they would come back to me today, needless to say it's close of business and not word from them!!!!

Unbelievable appalling service!!! I am still waiting several days after my complaint and NO REFUND!!! It has been 3 weeks since I returned the camera! APPALLING SERVICE. I am suffering for their internal error!

John Lewis, you need a Free phone for After sales problems. It has cost me nearly £10 in phone call charges, and a lot of hassle, to get a replacement for an item worth not much more which was covered by your guarantee.

I spent £3,500 on an old TV and wall mount.

The TV developed a problem after 2 weeks.

I had a nightmare in getting them to sort it out. They had no record of the sale, after showing my receipt they acknowledged my purchase, then proceeded to put every obstickle they could in the way of replacing the TV.

I almost lost the will to live over the problems they caused me and time I spent sorting the problem. To say their customer service was bad is an under statement. All the worst trait are practiced there, not returning emails and phone calls, making false promises etc. etc..

I made each person I spoke to put the call details on their system using a reference they gave me. Then on the next call I was told the reference number was not found.

In short, don't buy there unless you want an unbelievably bad experience!

The only good thing to say is their delivery drivers are brilliant.