Have been regular visitors to cafe on a Sunday. More often than not it appears understaffed and disorganised, and very often the full menu is not available. We have given up ordering hot food as on several occasions it has taken so long to appear. The staff who are mostly very young, do their best, but there appears to be no one in charge to give them specific roles or guidance. Very disappointing in a large and well known company such as John Lewis. Negative reviews of the cafe go back several years, but seemingly no action has been taken.
Leon★★★☆☆
Fun for window shopping but laughably expensive for your average shopper. The technology section is genuinelly great though, with many phones, computers, TVs for demo. Staff are also very present and helpful in this part of the store.
Darryl Ayres★☆☆☆☆
Superb experience in Bluewater was dashed by my experience in Horsham. In essence I missed a deal that ended. Bluewater made a sensible commercial decision & agreed to honour it. Sadly their inventory was corrupt. So we couldn't get the item. We traveled over an hour to Horsham who was showing 4. We did try to call but JLP don't allow you to talk to the store. We had to raise the issue with a member of the management team. Sadly Amanda, gave us all the reasons why she couldn't do it. Clearly this wasn't the result we were after. If it was a no from the get go I would have accepted we missed the offer. However, as one store said yes, and then Amanda said no this led to a very disappointed customer, that she could havedo easily made happy. For me it was a poor commercial decision. Clearly JLP are not performing fantastically in this new retail environment. So a sale to them is one less to their competitors. You also have a customer going out their way to buy in a bricks & motar store. We drove home really deflated and quite annoyed at the experience. Amanda was professional, but acted like "the computer said no". It would have been so easy for her to make our day and make our Christmas.
Daniel Machado-Gibbs★★★★★
BRILLIANT CUSTOMER SERVICE
My husband and I have just had one of the best customer service experiences we've encountered in retail in years at John Lewis in Horsham. When you think about the iconic standard of service John Lewis is known for, this experience truly embodies it.
We booked an appointment with the Sleep department for Sunday 30 Nov to buy a new mattress and they were absolutely brilliant. The whole team went above and beyond moving mattresses around, readjusting setups, and doing everything possible to make sure we felt confident and happy with our choice.
Everyone was incredibly helpful and accommodating but our biggest shoutout goes to Sue, who was friendly, empathetic, knowledgeable and endlessly patient with us. She made what could have been an overwhelming decision feel genuinely enjoyable. Highly recommend!
R S★☆☆☆☆
I popped in on a quiet Sunday morning to pick up a Google Pixel Watch and quickly found it in a locked glass cabinet. After waiting a while, I approachee a sales assistant asking if she can unlock the cabinet so I can purchase it only to be rudely told she is dealing with another sale. So I waited a while longer and gave up. I won't be returning... What happened to the famous John Lewis service?!
S A★★★★★
Kira from Dior was very helpful and friendly. I am so glad I've found this hidden gem in Horsham John Lewis as my previous experience at Dior in John Lewis Kingston was just awful. Management should revamp the team at Kingston and ask Kira for tips on great customer service!!
David Uncles★★☆☆☆
Did someone say John Lewis had lost their way? Sadly, it’s absolutely true.
Customer service was notable by its absence during our recent visit to Horsham.. Although we visit the store on a fairly regular basis, this was our first visit to the cafe.
There was no ‘hello, what would you like?’, we were greeted by ‘if you want coffee you’re at the wrong till’! We did want coffee, and we also wanted a pastry, so after ordering our coffee we were unceremoniously and rather abruptly redirected to the first till. The partner’s raised eyebrows just helped reinforce how stupid we were for not ordering our pastry first.
We were actually on a mission to purchase picture frames and were cheerfully directed (by a ‘partner’) to a location within the store where we would find them. After a period of confusion, a second ‘partner’ kindly informed us that John Lewis doesn’t sell them!
Now, back to the cafe:
Assuming that one might expect the average partner to adhere to some basic standards, as a matter of pride in their work if nothing else, I was left wondering what motivated staff to take the time and trouble to place adhesive notices in the cafe so awkwardly and wonkily, when with a modicom of care they could have been applied straight, and, for that matter why the manner of their application was deemed acceptable by the management. I agree this isn’t a hanging offence, but if such a casual and lazy approach manifests within John Lewis as a whole (and I rather suspect it’s looking that way) John Lewis will continue to lose its key patrons.
แม่ไทย ลูกฝรั่ง★★★★★
Lovely store with on-site parking ( Pay and Display) new beauty and fashion department is great. Staffs are lovely and friendly. There is Waitrose Cafe adjourned to John Lewis but it seems busy and understaffed so we didn't give it a try. We just crossed the road for coffee shop on high Street instead.
Naomi Stanton★☆☆☆☆
Beyond disappointing this cafe. I’ve complained to customer services in store and online yet no one actually seems to try and do anything.
Photo taken on Sunday at 12.00.
Today, the only option in the kids lunch bag is an apple. I was told when in store they pick items off the shop floor, I can say for a fact they had bananas and oranges downstairs, so why has jobs made this effort to go and pick them. The sandwich option is always so poor as well. That is down to staff not ordering enough in. (If you have an issue with suppliers, it’s time to get a supplier that will actually provide you with the stock)
No kids bottled water, ever.
One excuse is they are understaffed, next is suppliers.
They are (again) running on reduced menu. I think enough is enough now John Lewis.
It’s a shame because the the cafe massively lets you down. The John Lewis shop is nice enough staff a bit rude sometimes but way of life) and the Waitrose is good. I especially love the bags of food donations ideas next to the tills.
A “Otago” Lani★★★★★
Great range, lovely atmosphere and fantastic customer service. John Lewis is laid out over 2 levels and there is a lovely Waitrose and a Waitrose cafe to enjoy. I would certainly shop there again.
Below scores are out of 10
Customer Service 10
Atmosphere 9.5
Presentation 10
Products 10
Location 9
Parking: Lots of parking available. First 30 min is free of charge.
Overall 9.5
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FAQs
What is the address of John Lewis & Partners?
John Lewis & Partners is located at Albion Way, Horsham RH12 1LP, United Kingdom
What is the phone number of John Lewis & Partners?
You can contact John Lewis & Partners at +44 1403 214740
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