John Lewis of Hungerford - not John Lewis Reviews 

We purchased a Bosch Logixx WAS32462GB Washing Machine, less than 2 months ago and last week we did a wash, opened the door and the washing smelt of burnt rubber and found pieces of rubber in our washing. We called John Lewis Technical Support and after many conversations organised a BOSCH engineer to visit last Friday.
The engineer CONDEMNED the washing machine as the drum was warped (bent) which was catching on the rubber, hence the burnt rubber smell. Beyond repair and advised us to call John Lewis for a replacement.
We called John Lewis and they are now REFUSING to replace the washer as the model is no longer available, making us buy another equivalent model for an EXTRA £250, as they can't get the same model any longer.
We've already paid £500 for a washing machine less than 2 months since why should we pay an extra £250???
So, we're currently without a washing machine and John Lewis response is...send us your laundry bill and we'll pay it for you...ERM NO! We want an equivalent washing machine, nothing more, nothing less and paying nothing else.
Would never EVER buy anything from John Lewis again.
Something needs to be sorted ASAP

I have to say that John Lewis have been the worst ever shopping experience I have ever had. I ordered a dining table from them costing £999. They were supposed to deliver these in mid Feb which they did but only the top and no legs. It took me several phone calls before they located the legs and each time they said they would call back but never did. It took a few more phone calls for them to deliver the legs. Then due to a manufacturing fault the legs did not fit together with the top and I called them a few more times before they said they would redeliver another pair of legs by which time I said they need to send someone with some legs and a top as I didn't know if the problem was with the top or legs. They finally sent their men and it was fixed after several weeks but I still had to make another 5 phone calls in order to chase for compensation. In the end I was offered £70 but was pretty rubbish considering how much time they had wasted and overall I had called them at least 15 times. I then used the voucher to buy a rug which costs £310 but I was charged the full amount even after entering the voucher codes which should have cost me £240. I am now chasing them again for this error. After this transaction I think I am done with John Lewis. They are so incompetent and after spending so much money with them over a short period they do not seem to care for any of their customers.

I brought a laptop from them and I just can't fault them.
The service was great and my item was posted quickly and arrived in perfect condition.
Plus the added bonus was, I was very very surprised at the price, It was better than anywhere else and like many of the electrical product they sell it also came with their 2 year guarantee!

In future I will definitely be checking their site out if I am looking for products

I ordered an electrical item from John Lewis to be delivered to my local Waitrose store. The item arrived promptly for collection a couple of days after the order was made and I received regular updates regarding the progress of my order. Unfortunately when setting up the item, it was noted that it was faulty. I called John Lewis customer services and a replacement was offered immediately which arrived to my chosen Waitrose store the next day (a door step swap was offered but I opted for in-store collection). The item was collected and the faulty one exchanged with no hassle. I would definitely recommend shopping with John Lewis as the customer service was excellent from beginning to end...I will be shopping with them again!

I have just spent a small fortune on a mini mac and an Ipad 3. They were delivered to my local store and I was very surprised to see that there was no paperwork on the extended warranty and accidental coverage which I purchased. When I contacted John Lewis the gentleman said "Yep, we don't send any paperwork, we've found from a recent survey our customers don't want it." So I then found myself asking him what I would do if I needed to make a claim. He replied "You just ring this number." No where on my delivery note does it say to ring this number for a warranty claim - no where on my delivery note does it say anything about warranty claims! Poor service - I should have gone to the Apple store. John Lewis if you rely heavily on customer surveys and change processes to reflect your results then please include something in your supporting documentation to get us to the right pages on your web site/telephone so that we are not inconvenienced otherwise you will soon lose valuable customers.

My husband spent over £10k on fitted wardrobe, last week the fitters spent 3 days fitting them and left us all the rubbish, they said they will collect them next day but never turned up. When we called and complained they said the earliest they can do is next week, it's so much rubbish that the carpet fitter won't be able to fit the carpet. They offered us an insulting £50 if we cleared all the rubbish ourselves.

What kind of appalling cusomter service are they providing!

I always prefer them for buying electrical equipment on-line (including a recent DAB radio purchase).

1) Competitive prices - may not be the absolute lowest on offer but close. For some things like LED lighting they ARE the cheapest
2) Convenient delivery to and pick-up from Waitrose branches - no need to deal with dodgy couriers
3) 3-year no-quibble guarantee on some items is unsurpassed by competitors.

Could you please explain why my purchase that I made on the 02/02/2015 has not been delivered?
It appears your incompetent customer service manager cannot. He could not offer me any explanation as to why it has not been delivered and could not even offer an expected delivery date. He cannot even cancel my order and as a gesture of good will and place a new order with next day delivery. He cannot even tell me when he will call me back on Monday with a update. The one thing he could tell me the supplier does not have to respond to any queries for 48 hours, this was done on Thursday however they are not open at the weekend. John Lewis has taken my money and has NOT delivered my goods. All the while I am chasing for an updates.Not once has John Lewis made any attempt to contact me.

Well done John Lewis a company that prides itself on their customer service

Update today they have just called with an update NO. They called to say there's NO update, they will call back later today or tomorrow!!!!!

Dear John Lewis,

I purchased an integrated Hotpoint washing machine from you for £399 in November 2014 which our kitchen fitters installed. It operated as expected for about one month but then refused to complete a full washing cycle. Your customer service team have sent out four engineers to attempt to fix it with no success. The last engineer finally admitted defeat on Friday 23rd January and called your team for us who ordered us a new one.

We have been without a washing machine for over one month and have spent a significant amount of money at the laundrette in the meantime trying to cope with this stressful situation. We have a two month old newborn baby and desperately needed this resolved quickly and efficiently, however, my wife has spent many hours explaining the problems and calling your customer service team. The new washing machine is being delivered this Thursday (29/01/15) but who exactly do you expect to fit it and are we expected to sit back and accept the time and money we have wasted in the meantime?

We are utterly disgusted with the lack of sympathy and action taken by the customer service team and are expecting a significant goodwill gesture to cover the money and time wasted on this matter, not to mention the additional stress which the lack of washing service with a newborn baby has caused my family. We are also expecting some solutions from John Lewis as regards fitting the new washing machine when I call to complain further this week as we have already paid for our kitchen to be fitted once.

After reading through the other Trust Pilot reviews there does seem to be a disconnect between the guarantees offered by John Lewis and those offered by the manufacturers which the products are made by. I will be writing further to the CEO of John Lewis to further chase up this matter.

Yours Sincerely,

Tom Rich

I don't usually write reviews and only stumbled upon this website because I wanted to write a stinking review about my disastrous recent experience with Currys. Anyway, upon completing that I thought I would actually write something about John Lewis because let's face it many of us only do write-ups when we are unhappy. Well, as my title says I really can't fault them. Recently, I have bought an American style Samsung fridge freezer, a Bosch hob and a Bosch microwave from them. Each thing has been priced competitively, communication regarding delivery has been speedy and products have arrived in pristine condition. Any queries I have had have been dealt with in a professional and friendly manner. I wouldn't look elsewhere now for anything for my home. The only thing that annoyed me was the they stopped selling the oven I wanted which meant I had to get it from Currys (long story). In retrospect I would have just chosen something else that John Lewis did sell!

I spent over £3000 on stair, hall and landing carpeting at my home ordered from John Lewis, Kingston upon Thames and installed before Christmas. I had the highest expectations given their good reputation. However, the stripes on the carpet do not match on the upper part of the stairs. I complained to the Kingston branch and there was procrastination regarding the remedial work. It's January 20th now and despite a lot fo pressure from me, no one from John Lewis has even been to have a look at the carpeting. I emailed the CEO of Kingston, Dan Cooke and was referred to Andy Collins the Operations Manager. I gave them a deadline for some action. Then, out of the blue, the carpet manufacturer's representative contacted me by email to say he wanted to inspect the carpeting but that he would not be permitted to tell me his conclusions but would be reporting them to John Lewis! My email address was passed by John Lewis to the manufacturer's representative without my knowledge or permission! I was appalled at this - and then to be told I would not hear of his conclusions - why on earth not? It's a simple case of measuring up and ordering the carpet. I referred the complaint up to Head Office, to the Managing Director of John Lewis himself, Andy Street. Despite several emails, I got no personal response from him, not even to say he had referred me to one of his team. What I got was three voicemail messages on my Answerphone with no telephone number provided from someone who spoke so quickly I could not even identify his name. I spoke to this customer services manager today and was told that Head Office will not deal with the matter, only oversee it, and that I have to deal with John Lewis Kingston, despite the fact that I was complaining about the service from John Lewis as well as the fitters who installed the carpet. The Customer Services Manager was barely polite and when I mentioned going on to an internet review site because I wasn't getting anywhere, he said if I wanted to go "plastering" my complaint on the internet that was up to me! That was his word: "plastering". I have experience of being in touch with Head Offices of large companies before and can honestly say that I have never been treated with such disrespect. I will post the progress of my complaint on here. If there is an improvement in the way my complaint is handled and a successful outcome, I will post that on here. I want to be fair. But I also needed to post on here just how disappointed and angry I am at the service from John Lewis, both at branch and Head Office level. I see there are quite a few complaints on here. I wish I had gone to Trustpilot before instructing John Lewis to fit my carpet

UPDATE: John Lewis has instructed the National Sales Manager of the carpet manufacturer to attend at my home on 30th January 2015 to inspect the carpet. The striped carpeting is mismatched on the upstairs landing and the top of the stairs. I just cannot understand how the fitters could do this and not think that I would not notice! There has been an acceptance of liability on the part of John Lewis Kingston, but they are spoiling that by reserving their position in that they query whether there will be availability of stock for the carpet and if there will be a satisfactory solution to the problem. A local carpet fitter on being told of the problem said in that case tell John Lewis to take up the carpet, take it away and give me my money back. But that there is not a stock problem and remedying the mismatch of stripes is no problem either.

I feel so angry and let down by JL. Still no personal reply to my emails to Andy Street the MD of John Lewis, not even an acknowledgment email. Customers are obviously not important to him. A further update will follow.

We purchased a leisure oven and also a Samsung Fridge freezer at the same time, the service was very good even delivery men laid rugs onto the wooden flooring and also put protective overshoes on. and took there time. would recommend.

We ordered a Sofa that we were told twice by email would be delivered on the Saturday before Christmas so had our old one taken away the day beforehand. Problem was it did not show up and we received no phone call to advise this. Finally having waited in all day we managed to find out that they could not locate the sofa so it was not loaded onto the truck! Having then been promised that every effort would be made to deliver it before Christmas and after 6 further phone calls (no one in the customer services seemed able to return a call )we were told that it was sent incomplete so could not be delivered. Then then told us they would find out how long it would take to rectify the problem by finding out what was incomplete but the following day were then told the same story with no extra news - no time limit could be given to us as to when it could be delivered so we asked for a refund and were only offered a measly amount of compensation for spending Christmas and New Year sitting on the floor! A disgraceful service all round and won't be repeating this again.

Paid 300 pounds for two lights and fitting. Theelectrician who installed the lights got the lights in the kitchen, utility, toilet not working. Am still struggling to get john lewis fixed. I contacted john lewis multiple times and no help was offered except transferring between departments.
horrible service. I have a 16 month old son and without lights how do I cook.
the lights were fixed the next day and John lewis guaranteed reimbursement compensation to my credit card. after checking my bank statements it seems such as John lewis has debited my account instead of crediting the reimbursement.
Absolute muppets
pathetic service

Your price match policy and Customer Service team need some serious work. After a lot of work on my part (mainly because your Customer Service staff couldn't be bothered), Customer Services agreed to price match another company. I was promised a call from your Chichester store and a separate contact from your Undersale Team by 07/01/2015. However, at the end of the email I was told I should reserve the item with the other company... Why, if you are price matching the item and I want to purchase from you, should I reserve it elsewhere? Are you doing so well that you can just tell customers to shop somewhere else? Do this to everyone and you will go under in no time. However, having received none of the promised contact, I did purchase the items elsewhere. Absolutely appalling 'service' from John Lewis.

John Lewis is a wonderful shop and a pleasure to spend money with. I normally visit the stores, but I have used the website too on occasion, and both are well thought out and deliver a exceptional customer experience. Their pricing is always competitive and their staff are always polite and courteous. They truly are a beacon on the high street and long may they continue.

I purchased a gas cooker from JL and after less than 8 months the paint is peeling off and rust showing through. Contacted JL and they said it is a problem that Hotpoint should sort out, Hotpoint do not cover paint work. JL said the first year cover is not with them but with Hotpoint and they cover the second year. I have contacted Trading Standards and have been advised that JL have to sort it under the 1979 sale of goods act! Never again will I use JL, a good name does not mean good customer service.

Failed to deliver goods to the value of £1,000 twice in a row and when I dared to complain they hid behind the courier firm DPD saying they were a new company. Total shambles from start to finish and still waiting to be refunded.. Get organised John Lewis.!!!!

Well we have all heard about the John Lewis high levels of customer service,so I thought I would order a training jacket online in the sale,managed to get the size I needed checked out paid for it via PayPal,got a conformation saying I could pick it up Saturday,well I thought all going well,then Saturday came and went and then I got another email saying it would be there Sunday/Monday,well that's the last I heard so on Monday I emailed asking were my order was,got an email we are looking into it.So on Tuesday I phoned as we are going away and asked were it was to be told I would receive another email by 7pm,when they would have a answer,well 7pm has come and gone and no email.
diapointing John Lewis I expected better

Have used the click and collect service numerous times now and it's always been reliable, easy and very convenient - absolutely love it - would highly recommend.