John Lewis & Partners

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Reviews

1. J D ★☆☆☆☆

   I visited the Maison Francis Kurkdjian stand to exchange a perfume I had purchased for my partner, as I was explicitly told at the time of purchase that an exchange would be possible if he didn’t like it. I was later informed that this could not be done due to store policy, which, while frustrating, is not the main issue. The main issue was the unacceptable behaviour of the manager at the stand, a woman with glasses and black hair. She was extremely rude, repeatedly cutting me off while I was speaking and then dismissively saying, “I’m not going over this again.” Her tone was condescending, dismissive, and completely unprofessional. When my partner asked for her name, she outright refused to give it, which only reinforced how unwilling she was to take accountability for her behaviour. It genuinely felt as though she believed it was acceptable to speak to me this way, possibly because I am younger, or perhaps because I am not English, something that is clearly noticeable from my accent, especially as she spoke to my partner with noticeably more respect throughout the interaction. Despite the exchange not being possible, we were ready to purchase a different perfume. However, after being spoken to in such a disrespectful manner, we decided not to give any further business. Had she listened and shown even a basic level of courtesy, we likely would have bought another fragrance and kept the original one. Maison Francis Kurkdjian is a luxury brand, and the level of customer service should reflect that. This experience was far below what is expected from a brand of this reputation. John Lewis seriously needs to address the lack of customer care training among its staff, as no customer should ever be treated this way. Being polite, respectful, and willing to listen is part of the job, and this interaction failed on every level.

   1 month ago
2. Eliot ★☆☆☆☆

   We purchased a Silver Cross Reef 2 from John Lewis about 2 months off of being first time parents. We felt it was a really good choice and we brought all the accessories from a baby meeting we had there which was amazing. We have recently changed from bassinet to buggy on the pushchair and sitting in a restaurant the whole side of the chair collapsed with my child sitting in it. At this point it was unusable and the pram had to be collapsed and walked back to the car. As first time parents this scared us both and we lost confidence in that seat and wanted a replacement. John Lewis are saying that they will do a repair and there’s no way my child is going back into a repaired chair especially being only 4 weeks old. Yes we purchased it before birth but this piece has been boxed on our loft. We have been going back and forward between John Lewis and me having to contact them due to incompetence of them not doing as they have said. I went on to speak to a person called Graham and he was very well spoken and agreed with everything I said and was amazing. 3 days after I call back John Lewis and speak to a partner called India who then went on to say that I couldn’t get a replacement and that’s not part of the warranty so I asked to speak to a manager which called me back within the hour. Claire stated that all there partners have said exactly the same thing which is incorrect and then went on the tell me I was being aggressive, which I wasn’t. I don’t have any aggression in me what so ever I was maybe emphasising my words for easy understanding on phone. After being accused I kind of sat back and tried not to say a lot as after being accused didn’t want to be accused of something else. I felt she was very rude to say this and did nothing for me warrant any nice things for me to say about her. I understand that Silver Cross are to blame but I didn’t purchase this from silver cross I wanted the backing of apparently a very good customer service in John Lewis. Well I was fooled by that. From honestly speaking I will never walk in that shop again because once they have taken your money it means nothing to them. We will now be without a pram as I refuse to put my child in a repaired push chair. All I simply asked for was a replacement seat. It’s not a full pram. This buggie cost us over £1500 and nothing is more important than my child’s safety. If we was crossing a road and the pram had collapsed and you couldn’t push it how it was bad things could have happened. I can’t stand being accused and I can’t stand the way John Lewis have showed no support. I’ve tried to list the people who have been helpful but not to accuse anybody but Claire was rude not me by assuming my aggression which wasn’t there. Frustration maybe as my child has fallen to the floor because of a snapped chair. I would honestly avoid John Lewis they’ve been good in the past but is obviously a business that is on a decline.

   almost 3 months ago
3. Paul Clements ★★★★★

   Straight to John Lewis at Bluewater, park in the car park, near collection point. John Lewis never disappoints. Visited to look at lights for our newly decorated kitchen. Was engaged by a lovely JL partner Terri, in the lighting department. Ended up buying four lights and spending three times what i’d planned on. Spent a further £220 on line at home, as a result of Terris advice and perfect service, especially going the extra mile to advise and help us. Quality service Terri, you’re proper John Lewis Paul and Katherine

   almost 3 months ago

1. Colin Campbell-Austin ★★★★★

   John Lewis at Bluewater really is a reminder of why in-store shopping still has that extra sparkle. From the moment we walked in, the service was nothing short of First Class (and believe me, I don’t use that term lightly). The staff were genuinely helpful not just pointing us in the vague direction of “sofas that way”, but spending proper time with us, showing different styles, fabrics, and combinations until we felt absolutely confident in our choice. It was like having our very own cabin crew member dedicated to comfort, but this time in upholstery rather than the skies. We made a day of it, and John Lewis really lends itself to that. After sofa scouting, we stopped for lunch in Ori Café, relaxed and modern, with friendly service and good food. Later in the afternoon, we enjoyed a traditional afternoon tea in the food hall café, which felt like a civilised pause before more browsing. A little shopping in the clothing department followed (as one does), before looping back to the food hall to pick up dinner supplies. The whole experience reminded me why John Lewis is such a trusted name, helpful, patient staff, a calm atmosphere, and a real sense of British quality. A five-star day out in retail.

   almost 5 months ago
2. Shanique Joseph ★★★★★

   John Lewis' customer service is always excellent. Athar from the tech team was extremely patient with my query regarding my Samsung device, explaining clearly the issue and how to resolve it. I cannot fault his help and that of the wider team who ensured I did not wait too long to be seen.

   almost 5 months ago
3. Faye McColgan ★☆☆☆☆

   I tried to return a faulty item to this store on Monday. When I spoke to the staff, instead of asking questions to understand why the item wasn’t working, they spoke rudely to me, kept saying they couldn’t do it and to “see the terms and conditions”. According to the John Lewis website, any faulty item returned within 30 days can be exchanged or refunded. This offer was not made available to me. When other staff came to assist, they continued to speak rudely to me. I called the customer service line to see if I could find help there, and as I was on the phone to them, the staff all stood together nearby and were muttering under their breath about me. I felt like I was back in a school yard being bullied by older kids – it was horrible. John Lewis is typically known for its great customer service – that is why I shop at John Lewis. But this experience made me feel belittled and bullied. I have sent a complaint in about this but heard nothing adequate in response – and I still have a faulty item I’ve been unable to exchange. I hope someone from the central John Lewis team sees this and can investigate – bullying customers trying to enact their consumer rights is surely not acceptable behaviour. I never want to return to this store, as I did not feel safe due to the way the staff treated me.

   almost 2 years ago

1. Ahmet Satrettin ★★★★★

   A very clean store, which was perfectly arranged in four floors every level is catered for all the family. Service was amazing, all the staff were so friendly and helpful, that nothing was too much trouble for them. I was shopping for my granddaughter and couldn't find what I wanted, so I asked an assistant and she not only took me to the correct floor and liaised with her colleagues, then she went to the stock room and found my purchase on behalf of her colleagues, an amazing service, well done ✅ John Lewis, especially the lovely lady who helped me greatly to find my granddaughter's Christmas present, a doll's pram for her John Lewis doll's, thank you all at Bluewater John Lewis.

   almost 3 years ago
2. John Witchell ★★★★★

   Great department store with so many brands on show. After you've worn yourself out looking sround you need some time to sit, check out your shopping list and re-fuel. The in-store cafe is airy, the coffee good and the cake selection even better. Best to get to the store early as it can get quite busy.

   almost 3 years ago
3. Jacqueline Taylor ★★★★★

   John Lewis is a classic, upmarket British department store. Here you can buy great food, clothing for all the family, furniture, tech, appliances, coffee, wine … loads more. It’s a great one stop shop on a Saturday morning when you don’t want to trawl around the shopping centre.

   almost 3 years ago

1. Christine Armitage ★★★★★

   I came shopping to your store for cushions this week , gosh what a selection you have . Fortunately I got some marvellous help from Paula and we had fun putting together fabric samples and cushions alongside . I wanted quirky but needed that second opinion from a partner who knew about colours and modern trends. I wasnt hurried or influenced and we decided on a good selection and Paula helped me with displaying them . This turned a worry into a pleasure so please convey my thanks to Paula and I have much pleasure in showing the end result.

   almost 3 years ago

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