John Lewis & Partners — Attraction in Welwyn Hatfield

Customer Service at Clinique – John Lewis Welwyn Garden City

Dear Manager,

I hope you are well. I am writing to express my disappointment with the service I received today at the Clinique stand in John Lewis, Welwyn Garden City.

I visited the store to purchase makeup products, as it is a place where I regularly shop. I approached the lady working at the Clinique stand for assistance and mentioned that I wanted to buy all my makeup products from there, as my previous ones had run out. I asked if I could try the cream and powder highlighters, but she responded in a very unwilling and unmotivated manner, saying, “They are the same thing anyway; one is enough.” It felt as though I was forcing her to provide customer service. She only let me try the powders because I insisted. Her attitude showed absolutely no enthusiasm for her job.

She then gave me a powder that was much darker than my skin tone, and I ended up purchasing five products, totaling £135. She asked if I had a Clinique membership, to which I said no. I then asked if any promotions were available for the products I purchased, and she said no. However, my friend noticed a sign stating that spending £120 would grant a £30 discount. When we asked her about it, she hesitantly applied the discount, making it seem as if she had been trying to hide it from us.

Additionally, when my friend asked about the benefits of having a loyalty card, the staff member raised her voice and explained in a rude and unprofessional manner. Her concentration on her job was nonexistent. On top of that, she charged me for an extra product that I did not want.

Her behavior was extremely unprofessional and unacceptable. Employees with such a lack of professionalism and customer service skills should not be working in places like this. I kindly request that the responsible manager take the necessary action regarding this situation as soon as possible.

Date and time of incident: Wednesday, 12th February 2025 Location: John Lewis, Welwyn Garden City

Thank you for your time and attention. I look forward to your...

Disgusting and horrific stuck up behaviour from staff ( Kate or Katie) she should not be hired and her colleague and from the beauty counter gave me foundation very off from my skin tone to sample at Chanel and Estée Lauder acting conceited spoke to like I am a fool smirking at each other and rolling their eyes I then spoke to a partner she seemed offended I raised the concern I complained as this happened on over 3 to 4 encounters with her regardless she still defended them and was too busy looking at my hand to see if I had a wedding ring on weather I have male support or not… when spoken about this 2 - 3 other members of staff they where not surprised by her awful behaviour they clearly are aware of her manners .. they work in retail and and act like they are from such a prestigious background but yet land retail jobs . Has no knowledge of the Chanel products was unaware that Chanel done a fragrance free line!!! Wow what a surprise and my family and I Chanel customers for a long time Despite purchasing a product she gave me the wrong line of product which I was looking for again doesn’t know much about Chanels skin care. The constant smirking between staff this should be delt effective and immediately this is the 4th complaint on google reviews about the poor service from Beauty staff at John Lewis also the older lady from rituals is stuck up to I don’t know where this entitlement stems from you guy work in retail guys customer service calm down don’t matter what you have you having to work there is your prestigious title which is to be at your customers...

I really enjoy shopping at this John Lewis. There's plenty of local public parking in easy walking distance and if you park in one of the off street car parks there's a free period of 30 mins. The shop itself is plentiful of stock, so its a pleasure to walk around, with plenty of opportunity to impulse buy. We have ordered online from John Lewis and had it delivered to collect from here and the collection service itself is a little bit dated. The collection center is at the back of the store, in a dingy dark area which in fairness does have easy access to the collection loading bay (if you know where that is - we had to walk through it to get to our car parked on the street as we didn't know about the collection parking area). The shop itself has relatively good services, most of the staff are friendly although I think they could improve by offering a more personal service when people are buying luxury items. You get the same level of attention and service if you're buying a 300 pound handbag as you do if you're buying a 5 pound pair of socks and on the Clarins store I had to go round the counter to get the product we needed before anyone came to help us. On this though, there is a "personal shopping" experience in the ladies section, I've walked past it several times but haven't seen it in use. All in all though, I'm glad to see a lovely, well set out department store like this still thriving in a high street setting and will continue to support it as much...