John Lewis & Partners — Attraction in London

Despite JL having a great website and pricing I cannot say the same for the service you actually receive in store, hence the rating. I did a click and collect order on line for in-store pickup. Website superb, cannot fault, pricing superb as well. Then i got an email and text message saying parcel was ready for collection - brilliant. All A**'s at this point.

However, after arriving late afternoon and the store not really busy as Christmas shopping had not kicked in a 4pm on Friday i expected to be in and out, especially as my order was a small order and was already just been sent there that day. I went into the click and collect area which first off is really well signposted from within the store and joined what i thought was the queue, it's not super clear as people just stand about. Anyhow, someone took my order number down on a tiny piece of paper after all this high tech arrangement but i though nothing of it. he was a nice chap and disappeared, no mention of wait times etc. So there are at least 6-9 people picking and serving people so the person at the desk is always changing. Like i said there was about 10 people waiting which is not much for a store this size and no. of pickers. Anyhow, there was a gentleman there before me and had been waiting 30 minutes and was a bit irate because he was updated that it would be longer than he's told 20 minute wait. Now i had been told nothing so assumed it would be fast. So i had waited over 30 minutes and standing and waiting for my item whilst everyone else was served i asked where my parcel was. Someone took down my details again and went off but then one of the servers who had seen me standing there asked me who I was and then brought out a package from under the counter top. I was livid as i had been standing and waiting for 30 minutes in an un-busy store as far as i'm concerned. what will happen when full xmas shopping kicks in? No-one called out my name but my package was sitting there all the time as someone brought it out. The server thought i had left the area so did not hear my name but i said i had gone nowhere. I had wasted over 35 minutes and should have just bought my product in the store in 5 mins. JL desperately need a ticket monitoring display system like Argos. Totally upset and unlikely to ever use the service again! The staff are good and helpful but your going back to the dark ages in this area. Once again a case where technology is not used completely through the...

John Lewis used to be known for the highest of standards in regards to customer service☺. Something has gone terribly wrong😔. This is what happened to me, on the evening of Monday, 29th October, in the bedding department. I was looking for a new duvet and pillows. Firstly, having gone straight to the escalators, where there is signage, as to which departments are on which floor, I discovered no signage for bed linen. So, I went up to the first floor↗🚶where the beds were sold, only to be sent back down the escalators to the lower ground/basement. I then made my way to the department↙🚶, where all the items I was searching for, were available. I found various samples of duvets hanging out of holes, in the wall/ display area, for customers to feel the real item (without the packaging /plastic covering). Having found my ideal duvet, I went in search of help, to enquire if any kingsize were available. Many of the boxed duvets were too high for customers to reach. There was only one gentleman employee, who was already busy, helping someone. I asked for assistance anyway and he said "I will get someone to help you." A couple of minutes later, a rather disgruntled lady came toward me, with a long face😩. I asked, while pointing out my favoured duvet sample, "Do you have this one in a kingsize?" Her response was to 'yank' the whole sample out of the hole and say "I don't know what this is doing here! We don't even sell those!" I stood, surprised and responded with "Why is it on display?" She looked around at the various boxes and then said "Oh, this must be them (pointing to two boxes on one of the shelves), they are just returns....." (THEY ARE JUST RETURNS???!!!!!!😨)....... ....(Did she really just say that?😨 ) She continued..... "No, we don't have kingsize, just what's there." She then turned her back on me and disappeared (back to a till, I think). I was absolutely gobsmacked at her rude, unhelpful, uncaring, attitude toward me😟 and the belittling tone she showed, toward items that John Lewis sell (as though the particular duvet I had picked out, was 'substandard')😔. I really wanted to walk out at that stage but decided to go ahead and purchase my desired duvet, as a double. Reason being, it was wonderfully soft, and more importantly, it was 100% recycled (so, therefore, kind to our planet🌍). What disgraceful, rude, customer service and what a shame John Lewis are now employing people, with such a 'don't give a...

Subject: Formal Complaint Regarding Poor Customer Service at Brent Cross Store

unacceptable level of customer service I experienced today, 5 August 2025, at your Brent Cross branch

I visited the store at approximately 3:20 PM with the intention of purchasing an Apple Watch for my daughter’s birthday. Upon arriving at the Apple desk on the second floor, I noticed there were no staff members available. After waiting for some time with no assistance, I approached a manager named Richard to ask if someone could help us.

To my dismay, Richard responded with an abrupt and dismissive tone, raising his hands and saying, “Can you wait a minute, I’ll get someone,” without any courtesy or acknowledgment. I had simply asked politely, “Excuse me, can you help me?” but his manner came across as rude and unprofessional.

I expressed my concern by stating that I found his attitude inappropriate. After some further delay, he asked a male shop assistant to assist me. Still feeling frustrated by his lack of basic courtesy, I requested to speak to another manager. Richard again walked away with the same dismissive attitude.

Shortly after, Zoe, the Deputy Manager, came to speak with me. While I appreciated her intervention, as I was explaining the situation to her, I noticed that Richard was hovering around the conversation, making me feel very uncomfortable. His presence felt intrusive and unprofessional.

At one point, I asked him directly, “Have you finished walking up and down?” to which he responded, “I’m doing my job,” again with the same dismissive and defensive attitude. This interaction completely ruined what should have been a pleasant shopping experience. I ultimately chose to leave the store without making any purchase due to the stress and disappointment caused by his behaviour.

As a loyal customer of John Lewis, I am extremely disappointed. The lack of basic customer service skills, particularly from someone in a managerial position, is unacceptable. I am requesting that this incident be formally investigated, and that appropriate steps be taken to address this issue.

Appropriate customer service training will be provided to prevent similar experiences...