John Lewis www.johnlewis.com

I’m writing to share my extremely disappointing experience with John Lewis, particularly regarding the unprofessional and dismissive handling of my complaint by a customer service manager. Despite John Lewis’s long-standing reputation for exceptional customer care, their refusal to take responsibility in this matter has been nothing short of shocking.

To summarise, we purchased two beds, one for my son's newly renovated room. On the day of delivery, the team arrived late, and due to scheduling conflicts, I had to leave my elderly, disabled mother in charge of overseeing the process. Unfortunately, during the delivery, significant damage was caused to our newly installed floors. Our builders and a professional flooring company confirmed that the delivery team caused the damage on that day.

When I raised the issue with John Lewis, he repeatedly dismissed our concerns instead of taking accountability. His argument that my mother's signature absolved them of any responsibility is unreasonable and deeply insensitive. Despite providing evidence from independent experts that John Lewis caused the damage, the company has refused to take any responsibility or offer any resolution.

This experience has not only caused stress and frustration for our family but has also tarnished the joy of what was meant to be a special moment for my son’s birthday. I expected better from a company like John Lewis, and I urge them to review this matter seriously and reconsider their stance.

I will not hesitate to take further steps to ensure our case is properly addressed, including seeking legal action.

Purchased a Laptop which broke within 6 months. JL advised to send it in. They lost the laptop and only after 2 weeks when I chased them, they said that they had lsot it, and had found it, and would get it back within 7 days. They misled me time and time again, because they didnt even have the laptop, they were still searching for it. Then they claim that they have 28 WORKING DAYS to repair an item. Dont touch them, you would probably get a better service buying from China

Sold me a laptop that failed completely after about a month and refused to replace it.

I bought my apple laptop from John Lewis in 2021 with a 2 year warranty. The keypad became faulty. I phoned John Lewis and was told to return the item to my local Waitrose. I was given no tracking number or QR code.

Waitrose explained that the John lewis customer service has been outsourced and they don’t understand their protocols.

After an hour on the phone I managed to give John Lewis a tracking number from Waitrose.

2 days later I received an email saying the item cannot be refunded and was on its way back to me via DHL.

When I spoke to John Lewis Customer Service they said that the laptop was on its way back to me, as they connect give me a refund. i explained that the product was faulty and that I didn’t want a refund but that it needed to be looked at by their technical team as it was faulty, I was told to return it to them when i received it back.

The laptop has never arrived, this was over a month ago. The tracking number from DHL does not work and JL assured me it was collected. I phoned customer service every few days. they say they will look into it but never do. Effectively John Lewis has lost my laptop and with my identity. John Lewis have taken no responsibility for this issue. or done anything to resolve it. each time i phone i am told the same thing but there is no progress.

I now have no laptop, no compensation and no way of speaking to anyone that can help resolve matters.

I would think very seriously about purchasing an expensive item from John Lewis again as their customer service is completely incompetent, unhelpful. i have been left without a laptop and with no one i can speak to who will resolve the issue.

Online is a nightmare solving problems. Purchased a special Xmas present for my sister in law. One expensive item was not correctly supplied. To get a refund I had to spend hours inconveniently sending the wrong item back ( my sister in law is a busy nurse ) via Evri ....oh yes that feels likely to succeed My money is being held to ransom by a highwayman. I had to go to Ebay to replace the item as JL was out of stock. I spent several hours talking to various customer service agents who could not solve. I see JL is not what it once was. Spent quite a bit with them this year .....not sure 2024 is going to be a repeat

Their click and collect delivery service is a total farce. Do not use it if you need something on a specific day. That is my experience. Communication? Forget it.

Bought a camber double sofa bed - paid £200 extra for ' easyclean' . Got a tiny stain on it, follered the instructions. Now have an even worse patch on my 2 week old £1700 sofa. Customer service - completely uninterested! Just keep repeating whatever is written on their script. Bought from John Lewis because of previous experience with both quality and aftercare. Should have gone to IKEA.

Dreadful product and service. John Lewis customers beware!

An online order was placed with John Lewis for 4 items. I was advised they would arrive in two packages. The first item arrived as expected. When the second package was delivered I was expecting the other three items to be present. However, just one of the items was in the box, the two more expensive items were missing. I immediately contacted John Lewis customer services to explain the problem. A Case was opened but I was told to start a ‘recharge’ request with my credit card. I contacted my credit card provider, John Lewis Partnership Card, who started this process. I have since heard from John Lewis that as far as they are concerned all of their processes were followed, so where are the missing items? I could have to wait up to 40 days to see if my credit card company is successful in returning my money. I have never had an incident like this with any of my other online orders from any company, and would not have expected John Lewis to be so dishonest and basically call me a liar. I am currently £88 out of pocket, and John Lewis have obviously got an issue with their online order process that they are not interested in addressing. I recommend avoiding placing online orders with John Lewis until the number of complaints that are appearing on numerous Review websites reduce and they can be trusted again.

John Lewis used Evri to deliver my online purchase. Evri did not deliver to my flat door and simply left the parcel outside the main entrance to the complex of flats. Anyone could have taken it and it was simply luck that I found it. I had another John Lewis order waiting delivery. I have cancelled it and will not order from them again.

After a series of telephone calls to JL regarding 6 week old sagging Charlotte leather sofas we have been told to either put up or return! To return leaves me with no sofas for 10-15 weeks an inconvenience to me the customer or put up with a sofa which does not hold its form, has insufficient and sub standard filling which fails to fill the cushion slip and leave the leather gaping and sagging after single use.

JL employed 'independent' technician who inspects merely follows the manufacturers specifications which are not fit for purpose if a sofa has to be plumped and dress after every single use. The said technician agreed that the sofa should not be filled with fibre on the seat but with foam and fibre rap to give it stability to support the leather.

The visual images of the sofa online do not represent the product that is delivered and according to one of their aftersales teams comments ' what you expect is up to personal expectation' - I expect to get the product in the image or something similar to the product of view in the store. After saying that I have sat on the cloth sofa in store which has not been left with sagging cushions, I was advised that JL staff plump everything up after someone has sat in it! Nothing on the website or in store states that customers should note that the material contained in the sofa will require constant plumping and dressing in order to preserve the overall appearance of the sofa - who buy something that requires this amount of effort. I want to sit in the sofa not look at it!

The price point of the sofas purchased is well above any other high street store and most definitely does match the quality and standards attributed to such a high cost.

I have been offered the option to pay the manufacturer additional money for the sofa to be filled so that it fills the seams and cushion covers!! JL refusing to pay or contribute because its meets the flawed specifications.

As a customer you are in a no win situation - all we want is a sofa that is fit to sit on without sagging and looking like its 10 years old - clearly something JL are unwilling to consider. You can't even put a review on the leather sofas probably because of the number of complaints they get and the choice from JL to gas light their customers.

If you want a sagging sofa after 6 weeks with lumps and bumps and happy to fork out of £3k then this is the sofa for you!!!