John Lewis of Hungerford - not John Lewis Reviews 

Do not use! We were assured after the pre-pack administration in July that our kitchen would be delivered and assembled by the new company (Rebecca Taylor Associates). The business have since refused to confirm over a period of two months when our appliances and marble worktop will be delivered, and we're pretty sure they just haven't got the cash flow to place orders and see projects through - despite us paying up in full. We're now having to order everything ourselves again, and Rebecca Taylor Associates is refusing to reimburse.

Must echo other customers, they are horrific post the sales pitch and taking your money.

We had no kitchen for three months, no one answered calls or messages, were lied to multiple times. Emailed the CEO to get things moving after giving up on Project Manager. None of the measurements were accurate and significant rework was required to build to spec. Finally had kitchen finished start of July after starting in April. We’ve had to have trades come in to fix items from instal as have no confidence in the JLH appointed installer.

We ordered our kitchen in December 2025 from Jacinta Pratt in Muswell Hill and paid for it upfront on 9 March 2026. The design was excellent. However, the installation process was chaotic. The kitchen was meant to be delivered on 8 May 2026 and installed between 11-30 May 2026. But installation effectively stopped between 18 May and 22 June.

On 8 May the kitchen units were delivered but we were told that the largest unit, the larder, was the wrong size and the plinth was wrong. The correct larder unit wasn’t delivered until 25 June and the correct plinth wasn’t delivered until 18 July.

The accessories, tap, handles, fridge/freezer, dishwasher and hob were between 45 and 7 days late, with Jacinta acknowledging that some of these items weren’t ordered until mid June. When we did an AI search, this revealed no relevant supplier delays.

The templating for the worktop was carried out on 18 May, but Jacinta told us she had completed the documentation for arranging the delivery of the worktop and paying the supplier for it only on 3 June. The worktop itself wasn’t installed until 15 June.

The installation company walked off site at one point because they hadn’t been paid. Overall, we were left without a kitchen for nine weeks. During the delay, there was little to no communication about what was happening. Most of the time Jacinta said she didn’t know what was happening. We emailed the CEO and customer service twice, but they never responded. The Commercial Director responded to say he would investigate the problems, but then never emailed us again.

We would never have ordered a kitchen from JLH had we known the dysfunctional service we would receive. In particular:
• It seemed as if there were no QA (quality assurance) processes to ensure that products matched the plans. This had two implications. First, mistakes in making the kitchen, with the resulting inconvenience for us. Second, correcting the mistakes cost JLH money. We note that public records show JLH was making material losses.
• Either there is no project management of the supply function and/or JLH deliberately delayed ordering goods for cash flow reasons.
• It appears that there is no customer service function and no culture of customer care.

On 9 July 2026, we were notified that the company had gone into administration and been sold to a company called Rebecca Taylor Associates Ltd, owned by the CEO of JLH, Kieran Noonan. The Muswell Hill showroom has closed and Jacinta does not appear to work for JLH any more.

In reply to Geraldine's complaint about john lewis of hungerford they haven't been paying their suppliers for over 6 months. Companies wont deal with them any more as they owe so much money. Through the grapevine the men apparently have been laid off. If u have paid upfront get someone to help u get your money back and good luck they owe millions

This is a review for John Lewis of Hungerford not John lewis the store. We paid tens of thousands for a kitchen and it has been unfinished for months. Wish we'd never started. The installation started well but stalled with missing items, delays to key items being missed like the sink and then an extended delay for wine fridge and worktop.
I can understand some glitches in the supply chain happen from time to time but it is the complete silence from anyone at the company that is unacceptable.
Daily calls get ignored. Issues have been escalated to senior management who take zero accountability and show complete disregard for any basic customer service.The problem with their business practices is that they demand too much money up front so there is no incentive for them to deliver the actual service.
Shameful behaviour. All it takes is a call to explain why there are delays. Apologise. Actively champion the solution instead of ignoring and disrespecting the customer .
Shame on you.

Prospective customers should know that John Lewis of Hungerford Ltd have filed for administration (insolvency) as of 6 July, so be very wary of paying them any money.

My review seems to follow the vein of many others - good initial consultation, very happy to take our money, good initial fit, and then complete radio silence on snagging issues, money owed to us, and completion of the kitchen.

These issues were only resolved after I escalated and began looking to get Trading Standards involved and small claims court for the reimbursal for an over-charge. In total, what was promised as a 1-2 weeks install took nearly 6 months to complete.

The product is good but the follow up, complete lack of communication and duty of care to customers completely ruined our experience and I would not work with them again. A real disappointment, and what's worse is no one seems to want to discuss this feedback or care at the very top. Not what you would expect at all from a 'luxury supplier'

2 stars only because the kitchen is of good quality.

Good early engagement and design consultation plus actually happy with the overall quality of our completed kitchen. HOWEVER customer interaction following payment is very poor - coordination of the different parts of the delivery process is very disjointed and responses to queries / chasers is also very poor.

While unlike for a lot of other customers (judging from reviews) we are happy with the overall final product, there hae been a couple of snagging issues that Ihave tried for the best of a year to chase up on and this has never got anywhere.

Based on the final product alone I would say 4/5* but customer interaction and acknowledgement to queries weighs this down to 2/5*

Steer clear! John Lewis of Hungerford is an absolute shambles of a company. Having fully paid for our kitchen upfront in October with an installation date in early December, our kitchen is still not finished and it’s now March!

Issues:

1. TERRIBLE customer service:
- our kitchen designer left suddenly before installation, without notice and without explanation from the company
- no one takes overall responsibility of the project to ensure smooth installation. We were passed from pillar to post around the company
- Staff at head office never answer the phone or return calls
- Complaints handled with arrogant attitude
- no site visit from the lead designer or company representative to inspect the installation and ensure quality standards met

2. Lack of quality control
- kitchen panels arrived damaged and had to be replaced and resprayed which took weeks to resolve
- missing cabinet handles that also took weeks to arrive
- missing LED strips and fascias also took weeks to arrive after the main kitchen was installed

The kitchen fitter has been to my home at least 4 times now, over a period of nearly 3 months and the kitchen is still not finished! We were told the kitchen would be fully installed and complete within 7 days.

It has caused so much stress and disruption to my family and has also caused delays with my builders.

No offer of any apology or compensation from the company whatsoever, just arrogance.

AVOID, AVOID, AVOID!

My experience with this company (John Lewis of Hungerford) has been profoundly disappointing and mirrors the pattern seen in many of its long-standing 1-star reviews.

The kitchen was installed on 17 November, yet critical components and part of the kitchen were missing. The replacement delivery (“Part 2”) is only due on 27 January, almost 10 weeks later, and the fitter is not scheduled to return until 8 February. This means the kitchen will have remained incomplete for over 10 weeks after installation.

Throughout this process, I have been constantly chase the company for updates, refunds, and documentation. Despite repeated requests, no refund has been processed after more than 8 weeks, and full payment receipts have still not been provided.

For a company positioning itself at a premium price point, the level of organisation, accountability, and professionalism is shockingly inadequate.

At this level of cost, customers reasonably expect precision, efficiency, and high standards. Instead, I encountered poor communication, ineffective management, and a persistent lack of follow-through.

I selected this company largely because I required a traditional Shaker-style kitchen to suit the period character of my flat. Otherwise, I would have continued with German-made kitchen brands, which consistently deliver far superior quality and service.

Based on my experience, I would strongly advise prospective customers to explore alternative providers before committing.

I’m shocked with my experience. To start with the positive, kitchen design process was great. Unfortunately it’s all been a disaster since finalising the designs and paying. They have taken over 100 days since they began fitting my kitchen to get it nearly completed (it’s still not complete). We have had ill fitting counters 3 times, incomplete draws/cupboards and general shoddiness. No one takes any accountability for what is a completely unacceptable level of service, failing to communicate very basic things with me and not responding to my correspondence without repeat emails. I have suggested repeatedly that I should be compensated for the appalling service to which I never get a response. For the price point I think it is shameful.

After nearly giving up on finding kitchens within a reasonable budget, I found John Lewis of Hungerford by pure chance on instagram via the lovely Jess Harrell. Her kitchen was exactly my taste. and had the wow factor. The kind of space I had obsessed over for over a year but couldn't find and therefore assumed I couldn't afford. I reached out on a whim to Jess and she highly recommended Rebecca at John Lewis Of Hungerford on Wandsworth Bridge Road in Fulham. Speaking to Rebecca changed everything. While we went over budget it was still much more reasonable than other high end kitchen firms in Fulham, and this didn't compromise the service and attention to detail. Rebecca was so very helpful with the design and layout. The whole daunting project felt achievable rather than daunting! I was obsessed with a Mediterranean kitchen that still had a contemporary urban feel and she nailed it. The pricing was transparent the whole way through and we amended as we went along. The kitchen has always been an important place for me as grew up in our family kitchen where so many great memories were made so it was very special to me. A few years on people still comment on my kitchen space when they first see it. So feeling terrible it's taken me this long to write this review! Thank you Rebecca if you read this!

I am so pleased with my kitchen .. the whole process from design to me now happily cooking was really enjoyable . Sarah my designer really listened and designed something so in tune with the house , the room & how I wanted to live. Tom then took this through to production and delivery.. all seamless .. everything was perfect and the solid oak cabinets are beautifully made .. just about to start a new project for a holiday let and going straight back to Sarah & Tom.

We have had nothing but trouble with this company. They don’t turn up for meetings despite you taking days off work, they mis-ordered the cupboards, they don’t respond to emails, they don’t respond to over 40 complaints, they have no customers service department and it’s clear the company is in trouble. I wouldn’t put a deposit down as too risky. Spend your money safely with a reputable company elsewhere.

I recently had an experience with John Lewis of Hungerford and overall, it was good. While it’s clear from some confusion online that they are different from JLP, my experience was specific to their expertise in bespoke kitchens and furniture. The service was friendly and professional, and they managed the process with care. However, a small hiccup in communication about timings knocked one star off. Still, I’m happy with the quality of their work and would recommend them if you’re looking for custom furniture solutions. A solid 4 stars!

All the reviews I’ve seen are about JLP NOT John Lewis of Hungerford who provide bespoke kitchens and other built in furniture Doesn’t anyone check?

I went into John Lewis Cardiff this afternoon and spoke to Phil in Tech support. They were brilliant in finding a replacement chromebook for my daughter who has Autism . Last night, she cracked the screen on hers.

Phil went out of their way to find a replacement that was the most similar to the old laptop. They were very understanding and their tech knowledge was brilliant.

We ordered a washing machine arranged a date . Had a phonecall giving us a time slot day before arrival Then on day received another phonecall say would arrive at certain time . Two guys arrived uninstalled washing machine connected new removed old washing machine plus all packing leaving place tidy . Guys very polite and efficient.

Thank you for sorting out my concerns

This is a review of John Lewis of Hungerford, not John Lewis department store.

I thought about whether it was fair to leave a negative review as the people at JLofH themselves seem very nice. But our experience has been far from good and so I think it’s best to warn future potential customers over what to look out for.

We purchased our kitchen at the start of a renovation project. At the time we said we couldn’t be sure there wouldnt be delays if we found difficult things and we were assured JLofH would look after us and not to worry. So we signed. Unfortunately, we were hit with massive delays due to some structural issues with the house as well as planning permission. At the start this was OK but as time went on we were pressured, often aggressively, to take delivery of the kitchen even though we had nowhere to store it and we had been told it wouldn’t be a problem. Eventually, after some difficult discussions we came to an agreement that JLofH would store it and we would pay a storage fee if we extended by a certain date. We were happy with this. We agreed to check in every few months. A couple months later we were greeted out of the blue with an email saying out kitchen was to be delivered next week and the storage was over. After managing everything we were back to an aggressive tone by one individual. When I complained about the individual in question I was made to feel like I was a horrible person because the individual had (physical) health issues and how could I be so uncaring. How was I to know and is being ill an excuse for single handedly trashing a perfectly amicable agreement that was made?

The kitchen was installed in January 2024 and the fitter was very good and accommodating and definitely had a high level of craftsmanship. That said, one issue was a lot of the debris and dirt was simply swept under the units as we saw when we removed the plinths and I had to spend a weekend on my hands and knees hovering and scrubbing to get the dirt cleaned up. We were left with a 90% finished kitchen apart from worktops. Worktops were installed by a separate company who were not very friendly and had issues with the way the kitchen had been left and asked why this that and the other wasn’t there - to which I replied I had zero idea as I am not a kitchen installer. It wasn’t a pleasant experience dealing with those people but the worktops were delivered and fit OK.

It’s now June 2024 and despite repeated requests to get our kitchen finished no-one is taking it seriously. Despite giving them a list of parts needed etc the fitter arrived to finish off and couldn’t because parts weren’t there. Trying to get them to do this again is almost impossible. The fitter seems over worked and clearly is under pressure to be in a thousand places at once.

My guess is that JLofH have no customer champion. All customer interactions are handled by the sales team. Having run companies in the past I know sales teams are primarily driven by … sales. This is why many companies have dedicated customer success teams to ensure existing customers get what they need. This is completely absent in JLofH. We had (stupidly looking back) thought that the additional premium you pay to get a JLofH kitchen would be worth it for exemplary customer service. Unfortunately, we have had the opposite experience, been treated poorly and still have no idea when our kitchen will actually be completed.