To think John Lewis customer service can be dreadful?

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Used to really rate JL. Great service in store but dear oh dear or dear😀, their out of store customer service can be flipping woeful.

Be interested to hear what others think.

I shop there quite a bit. For the first time ever I had an issue with my online order (bits I ordered didn’t arrive in the parcel) - they sorted it right away (and presumably they could have argued/got stroppy and asked me to ‘prove’ they didn’t arrive), no issues at all. Really impressed actually.

I always find JL service to be miles above any other retail companies.

Really happy to hear about more positive experiences than mine.

We have had brilliant service before but I have sort of lost my faith in them as a result of being made to feel a pain for chasing for goods ordered months ago. Hopefully, my experience is a bit of a one off. What has struck an odd tone is sarcastic, unreliable customer service.

I believe a lot of their customer support stuff is outsourced these days. I have had some really unimpressive service from them too.

Until recently their customer service was impeccable. We bought pretty much everything from them for this reason.

However, I’ve had 2 issues recently with online purchases that we’re awful to try to fix. They kept closing the cases, but not actually fixing the issue.

One of the problems was with a very expensive purchase, we were send the wrong item. 2 months later, we now have the correct item, but it’s missing a part so it’s still hanging over us. I’m dreading needing to start the customer service process again.

I can’t describe how awful awful awful their customer service is now.

It's definitely gone downhill recently but so has nearly everywhere else.

Extremely unimpressed. Ordered TV. Delivered damaged. Box was damaged. TV was cracked. Immediately contacted them and spent the next 2 weeks making numerous phone calls, sending emails and sending photos they requested to prove that I had not damaged it. Was eventually collected after several weeks by the rudest delivery driver ever who literally threw it in the van. Bye bye JLs, you are getting not a penny more of my money.

I ordered some socks recently. One pair was marked with the price I paid, the other two were marked £1.50 cheaper. I felt quite petty complaining but I did. The woman I spoke to was a delight and she refunded me £1.50 on all three pairs, a total of £4.50. I really can’t fault JL customer service.

JL's customer service is generally brilliant but when it goes wrong, boy does it go wrong.

Something to be aware of is their policy of insisting electrical items etc have to go back to the manufacturer even if they're completely broken. I had an expensive set of headphones last year that broke, I also had a letter from the manufacturer (Apple) saying that they'd inspected the headphones, they were beyond repair and JL needed to replace them as they were under warranty. JL refused and said it was their policy that a replacement had to come from the manufacturer and not their in-store stock.

I bought the earphones in JL on the basis that there'd be no quibble if there was a fault, but I'd buy direct from Apple in future.

I agree with PP that when things do go wrong with them, then it goes massively wrong! However, I do think they are miles ahead of others in rectifying it and they are also very, very generous in their compensation, in my experience anyway.

I had an incredibly frustrating experience with JL's customer services this summer, all down to their incompetence.
I got trapped in a situation which had nothing to do with me in reality but which i had to sort out, spending hours on the phone with CS. I ordered a linen basket online but when it arrived there were two of them in a huge box.
I double checked my order, and I had definitely ordered, and paid for, just one. Customer Services were nonplussed but suggested i pack it up in the huge box and schlep it to a post office to return it. Nope. Not my mistake, not my problem. Please
send a van to pick it up. I live in a city and see JL delivery vans almost on a daily basis. But somehow they couldn't do that. They told me to keep it but I refused, it was theirs and I didn't want it cluttering up my home.
Eventually they said they'd send a courier to pick it up at a specified time. This didn't happen so again I chased it up. Case was closed, they said. It is not, I replied, I still have your laundry basket and I want it gone with minimal inconvenience to me, seeing as all this is your fault entirely. They gave me a fiver (!) as a goodwill payment to keep me sweet.
Silence for about another week then someone turned up out of the blue^^ to take it away.
After all that they decided to 'refund' me the full price even though I hadn't paid a penny for it. And no, it was not enough to make up for the hassle of having to chase them up several times and having to go through the entire rigmarole every time I managed to speak to them.

In spring 2019, i bought a sofa and it took until the end of 2020 before it was actually delivered. They sent us the wrong one, then a damaged one, then the fabric was out of stock (it was to match one we already had). The customer service was awful, noone ever knew what was going on. I've been very wary about buying big bits of furniture from them since.

They closed the one in my city. They can get stuffed now.

I buy a lot from JL both online and in store. No problems with anything. I've always been pleased with all my purchases and with the service I have received.

In the past I’ve had two occasions and JL customer services have been amazing.

Though not recently so can’t comment. Virgin media recently ive had the most shocking service from!!

I'm a happy JL customer. I did have a bit of a faff with a faulty electrical item which took a while to resolve but it was sorted eventually.