John Lewis & Partners — Local services in London

I had two very bad experiences at John Lewis, a week apart. And I realized that John Lewis has completely lost its quality because they never cares about customer satisfaction.

I bought a fridge-freezer from the John Lewis branch on Oxford Street in the first week of May. And they said it would be delivered to my house on the 9th of May. They were also said that the couriers would call and inform me half an hour before they arrived to my address. However, nothing happened as said. Unfortunately, what happened is a nightmare.

Nobody called me before bringing my product. When they came to the address , they called. And unfortunately, they took the product out of the box without my permission and without asking me. I did not even see the box of the product. Even worse, there was no place left they didn't hit until they took the product inside home.

The delivery service is so sloppy and unprofessional that I have never seen such bad service before. When I told them that they should not carry the product in this way, the response I received from them was as if they were making fun of me, “don't worry, the product is still brand new”.

Unfortunately, they left the product at home damaged. I immediately called customer service and reported the issue. They said they would take the fridge back. A week later, I received a message that they would receive the product between 11 and 1 am. I arranged my job according to this time. But no one came. I called customer service to report the situation, but 3 customer service agents hung up on me because I requested to speak to the manager. Then I called again and the 4th person I spoke to said that she would report the situation to the manager and that compensation would be given for the victimization I experienced. However, such a situation never happened, let alone compensation nobody called me.

Secondly, I went to the same store to have curtains made for my house. I spent 4 hours in the store choosing fabric and other necessary materials. They said they needed to take measurements so the curtains could be made. That's why we made an appointment for this measurement a week later.

The lady who took care of me carefully requested all the necessary information. She also asked for parking information. I can say that she did her job properly and was the only person who knew how to talk to customers and did her job well. I informed her that my house is in a large estate and there are available parking spaces, but there is a fee required. And we set the appointment date for measurement as afternoon and I left the store.

However, unfortunately, the lady who was going to take the measurement preferred to come in the morning rather than in the afternoon, I guess because she wanted it to be that way in her mind. She came to my address at 11am and left 11:10 and said that she could not find a place to park her car. Even though I showed her where she could park her car but she made an excuse that she could not find a parking space because she did not want to do this job. Even though I told her I took off from work for this, she didn't care.

4 hours I spent in the store a week ago and my day off were wasted because of her careless behaviour. Moreover, unfortunately, all the efforts of the lady who did her job diligently and took care of me for 4 hours at the John Lewis store were wasted as well. Just because that lady didn't want to do work that day. I called customer service many times, and the result I got was again disappointing.

John Lewis doesn’t need customers. I will never buy anything from John Lewis again. Because with their disrespect, I realized that they do not...

We have bought school shoes from John Lewis for our kids for many years. The last 2 years has been a complete and utter shambles. Despite going instore to get the child’s feet measured and buying the shoes we chose we were given the wrong size 2 years running. Last year we had a totally uninterested member of staff measure the child’s feet and tell us that the size required was out of stock and so the store ordered them for us. When the shoes arrived they were like ‘boats’, and 2 SIZES TOO BIG! We then wasted a day to return the shoes, get another appointment for the feet to be re measured and purchase the shoes again. This year, we went instore again and had the feet measured by a friendly and helpful member of staff this time. The child complained that the shoes were too tight but the staff member didn’t check the fitting and told us it’s ’because the shoes are new’. I asked twice if the shoes were the correct width and size as we required a wide fit and staff member confirmed it was a wide fit. However, upon returning home and checking the shoes it turned out that they were in fact NOT a wide fit but a standard fit. So another day and further travel costs wasted to return the shoes for a refund. As there wasn’t another pair in stock we had to order online. Staff instore were not that helpful or friendly and I had to chase with numerous emails and calls to at least get something back towards travel costs due to the shoes being sold to us in the wrong box showing a different size to its contents. Although I was given something TOWARDS the travel I was left out of pocket and 2 days were wasted for journeys back and forth to the store as we are not local. Next year we will be buying our shoes elsewhere as this is totally unacceptable and even more unacceptable that the manager I saw when returning the shoes refused to assist me with the partial travel costs I’d already been offered by staff. His manner was totally lacking, unprofessional and definitely not customer friendly. I’d asked him where the toilets where on my first visit and he seemed rather hostile. Definitely not what we’re used to as regular JL customers for many years. The customer service for JL has defintely ‘slumped’ to what it used to be. I don’t think this will be our ‘go to’ store in future for the many purchases we’ve made here over the years. Such a shame as it’s a simple ‘staff training’ issue that could be easily rectified for many of the issues customers described in these reviews. Ours is not an isolated issue so it’s a shame that JL do not seem to be bothered by these reviews on board to addres the issues described. Customers will vote with their feet and their spending. Certainly not good for business in any way,...

I placed the order for a new integrated fridge freezer, including an extended warranty and the paid option for removal and recycling of my old unit. My old fridge freezer, purchased five years ago, stopped working two weeks prior to my order.

After waiting for a delivery slot and arranging for a cleaning team to be present at my property to assist with post-installation cleaning, I was shocked to receive a call from the delivery team refusing to remove my old fridge freezer due to a bad smell. It is entirely reasonable to expect that a non-functioning fridge freezer will emit an unpleasant odour. I find it absurd and unprofessional that a company of John Lewis's stature, offering disposal and recycling services, would not anticipate such an issue. The excuse provided was completely unacceptable, reflecting poorly on both the installation team and John Lewis customer service.

I had taken the initiative to thoroughly clean and defrost the old fridge freezer, yet the childish and complacent attitude displayed by the installation team caused me unnecessary expense and inconvenience. I incurred costs for a cleaning service and home owner inspectors, all for naught.

I am appalled by the substandard service I received, especially given the premium associated with the John Lewis brand.

After contacting the Customer Service team back and forth, they kept stating that the team could refuse it for being unhygienic, which was not the case.

I had to pay for an expedited service from an independent removal service that inspected the unit this evening and confirmed its suitability for removal and disposal. This further validates my claim that the excuse given by John Lewis's team was baseless and a deliberate attempt to avoid fulfilling their job.

Furthermore, the building management and the cleaning team were present during the incident and attested to the unprofessional and unreasonable behaviour exhibited by the employee. His actions were clearly intended to create a problem and shirk his responsibilities.

It is deeply disappointing that a company of John Lewis's reputation would employ individuals who engage in unprofessional conduct. This incident has caused me significant inconvenience and...