John Lewis & Partners — Local services in Liverpool

I do not normally write reviews at all but I felt this was important to write about regarding the treatment my boyfriend and I experienced during our recent visit to John Lewis.

We entered the store through the perfume section, and were casually browsing and testing fragrances like any other customer. I was carrying a takeaway bag and noticed that it had started leaking within the bag slightly. To prevent any further mess, we decided to dispose of it in a bin that was clearly visible near one of the Dior stands.

Shortly after, as we were walking away, a staff member called us back and, in a manner that made us extremely uncomfortable, pointed at the bin and stated, “For safety reasons, you can not put this in the bin as we don’t know what it is.” We immediately realised what was being insinuated. It also suddenly became apparent that we had been under surveillance from the moment we entered the store, which felt targeted and discriminatory, particularly given our ethnic background.

To make matters worse, we were then instructed to remove the discarded item from the bin while being watched by several staff members and other customers. This was not only humiliating but also unnecessary, considering that the bin was openly accessible to the public. If there are restrictions on its use, they should be clearly stated or the bin should not be left in a public area.

Upon reflection, I regret not addressing the situation at the time, as the experience left us feeling deeply disheartened for the rest of the day. Incidents like this, though subtle, contribute to a pattern of racial bias that many individuals face regularly. It is unacceptable, and I strongly urge John Lewis to ensure that staff are adequately trained to treat all customers with fairness, dignity, and respect, regardless of their background.

Furthermore, as we were leaving the store, we witnessed what appeared to be a father and his four sons, also of an ethnic background, being closely followed by security despite simply browsing. The father was visibly frustrated, questioning why they were being followed. This further reinforced our belief that the treatment we received was not an isolated incident but rather a reflection of a biased mindset within the store. Experiences like these make customers feel unwelcome and reluctant to return.

I hope that this matter is taken seriously and that steps are implemented to prevent similar incidents in the future. I look forward to your response regarding how John Lewis intends to...

I received exceptional customer service and care yesterday. I’m visiting Liverpool for a wedding this weekend and I needed to do some shopping however I’m a bit unsteady on my feet (experiencing dizzy spells: the hot weather probably didn’t help and so I ended up sitting in the shoe section for about two hours I bought a fantastic pair of Birkenstocks which fit me very comfortably and I am enjoying wearing them. Looking forward to a long lasting Use of them with the memory of my day in John Lewis.

FAO Senior Management

Here are some names I would like to mention:

Luke, for whom nothing was too much to ask. He provided an exceptional level of service to me and several other customers running about so much that I dread to think what his step count is. He also went to fetch me a wireless phone charger from the other side of the store so that I could charge my phone and make contact with my girlfriend (who was meeting me that afternoon) after my phone battery died. As I said to a manager on the floor, the world needs more Lukes. (Also, he could do with a team. He’d make an exceptional manager one day, if he decides to go down that route. He has many options and is a truly exceptional young man. I say that as a professional - careers and leadership - coach. Truly exceptional service.

Ann, who walked with me all the way down from the top floor via the lift to escort me when I was feeling unsteady on my feet. Thank you.

Dan (Gant associate), from whom I have learnt some very useful information about tailoring. None of the suits available matched my requirements (sadly: I think you ought to bring back the in-house tailoring service. If you wanted it, Dan could lead that if he wanted to, since he has a back in tailoring as I understand.)

To the many others whose names I don’t recall who helped me find my way when I was confused looked after me to make sure I was safe gave me cold water with ice in it from the café upstairs when I was thirsty: thank you. You have made such a difference.

Please forgive any typos. I’m sending this quickly on my phone before getting ready for the wedding (which is the reason I’m in Liverpool today). I’m wearing the Birkenstocks, which Luke spent a long time finding the right size for me, and my feet are very comfortable.

Thank you all. To senior management: please empower your partners to keep doing what they do best. May request is that you don’t let bureaucracy get in the way of good customer...

My wife and I ordered online two chairs and a sofa on 7 June, having visited the shop in Liverpool to choose the fabrics.

We were informed that the delivery would be 10 weeks for the sofa and 18 weeks for the chairs.

After 9 weeks, we were informed that the fabric for the sofa was no longer available and we were requested to choose an alternative fabric via the shop in Liverpool.

When we arrived at the shop we were told by the assistant that the change could not be made in the shop since the original order was made online. After much discussion and confusion, the assistant then proceeded to make the change as we had been advised by Customer Services

We chose the new fabric and were assured that it was in stock (we were told that there was 480 m available, so no problem)

When we raised the question of the delivery we were told that “of course” we would not have to join the end of the delivery queue, since it was the Company’s mistake that had caused our problem and THAT OUR ORDER WOULD BE EXPEDITED.

A week ago we received an SMS to say that delivery was being made at the weekend and that the delivery driver would contact us 30 mins before arrival. When the driver telephoned, he informed us that he was COLLECTING a sofa. I said that that was in error, since we had no sofa to collect.

A few days ago we heard by email that our sofa will not be delivered until 9 November, some 5 months after the original order was placed. In other words, our order has NOT been expedited and we have started the wait from the beginning.

In conversation with one of the managers in Customer Services, it was then stated that the new fabric is not available. So, John Lewis have chosen to push our order so far down in the queue that the 480 m has been used for other customers.

In all of the purchases made either from John Lewis or others, this is, without any doubt, the worst buying experience of our lives. All that we have had is apologies, but no action.

This represents absolutely dreadful service, so much so that we would never use John Lewis again.

In view of this atrocious experience, I am seeking compensation for the distress which this has caused us and I am herewith cancelling our sofa order and demanding an instant refund of monies paid.

A truly horrible experience shopping...