John Lewis Reviews

  Ratings based on 229 reviews       Last review 4 days ago    

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Overall Rating

Average

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John Lewis Review Insight

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Features

65% of feedback is Process related

Customer profile

Top Age Profile: 45-54

Top Channel Preference: Online

Partnership Card

Extremely poor customer service

Trying to deal with a disputed purchase has made me lose the will to live. The online form is hopeless and when I sent in a complaint I received a pleasant telephone call but nothing changed. What a waste of time when we are told that if we purchase... Read more

Trying to deal with a disputed purchase has made me lose the will to live. The online form is hopeless and when I sent in a complaint I received a pleasant telephone call but nothing changed. What a waste of time when we are told that if we purchase something with a credit card we will have extra insurance if something goes wrong. Also where do you find an address to complain about anything! Just give it a try.

Reviewed on 14th June 2021
Rose Ashton's avatar
Rose Ashton
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Home Insurance

Home insurance to avoid

I just purchased the gold cover for buildings and contents insurance from John Lewis. Everything seemed fine until after I paid and they sent the policy... Read more

I just purchased the gold cover for buildings and contents insurance from John Lewis. Everything seemed fine until after I paid and they sent the policy wording.
The bottom line is that nothing is insured if I leave the house.
I called the John Lewis representative and gave an example of the policy wording for Theft or attempted theft, here is states that you are not covered whilst your home is unoccupied.
The example I gave was, so I go to do my grocery shopping and whilst I am out my home is Brocken into and I am burgled, John Lewis confirmed on the telephone that I would NOT be covered for any items stolen.
What a scam. How many people can be short changed here is they do not carefully read the policy wording.
I am left speechless with John Lewis that they provide this exceptionally deceitful and poor service.

Reviewed on 10th June 2021
Stefan Phillips's avatar
Stefan Phillips
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Partnership Card

Hair tearing frustration

I have been a mostly satisfied John Lewis shopper for most of my... Read more

I have been a mostly satisfied John Lewis shopper for most of my life.
However the Partnership Card which serves me well when using it. Badly let’s me down when I need to access my card account. In fact never, have I ever succeeded in being able to do this. Locked, locked & locked again! Phone call after call. Zero result.
Utterly timewasting & frustrating.
Having recently been defrauded online I was really anxious to see my transactions. The stress has been great, in fact it very nearly bought me to tears.
The site is appalling BAD. JL needs to remedy this ASAP!

Reviewed on 21st May 2021
Gabrielle Hollington 's avatar
Gabrielle Hollington
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Partnership Card

AVOID AVOID AVOID

I have 3 disputed transactions with JL Credit card, amounting to £2,500 which is a lot of money to lose out on. They deny receiving disputed transaction forms and try their hardest not to help in any way. Their on-line dispute form is just as ... Read more

I have 3 disputed transactions with JL Credit card, amounting to £2,500 which is a lot of money to lose out on. They deny receiving disputed transaction forms and try their hardest not to help in any way. Their on-line dispute form is just as difficult to manage. I am now using AMEX for large purchases as their chargeback scheme is so much more manageable than JL.
I've been a loyal customer and JL credit card holder for many years but not for much longer. Their customer service has gone severely downhill, it isn't even worth hanging on for the vouchers that they give!
Disappointed is an understatement.
Avoid this credit card, with so much choice out there please don't choose this one!

Reviewed on 14th May 2021
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Suzy Marchant
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Partnership Card

Complaints process incompetent

I filled a dispute over non-arrival, and then arrival with damaged goods. Partnership Card mishandled this opening a closing the complaint twice, not reading emails that I sent before responding and then wrote a patronising letter calling me a liar... Read more

I filled a dispute over non-arrival, and then arrival with damaged goods. Partnership Card mishandled this opening a closing the complaint twice, not reading emails that I sent before responding and then wrote a patronising letter calling me a liar over the order of events. Complaint now with the Ombudsman.

Reviewed on 3rd May 2021
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Peter Michael Lipman
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Home Insurance

Rip Off

Home insurance... Read more

Home insurance scam.
Check the small print! you will find out you are not covered for half that you think.
Unprofessional from the start, came out and broke all covid rules and guidelines, stated we would be covered if we could supply boundary information to confirm, when supplied made more excuses and demands to try and get out of settling the claim, even though we have been told we are not even covered for half of it as its in the small print!
If you have a electric bike, you are not covered even if you pay extra for bike cover! Rip-off
The customer service is awful we will certainly be looking for a new insurer.

Reviewed on 28th April 2021
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ward998
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Partnership Card

Earning vouchers is fun.

It's always a nice treat when your points reach a voucher threshold. Prior to using the app, the online banking was a nightmare and would regularly shut me out.

Reviewed on 29th March 2021
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Kayleigh Loffhagen
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Partnership Card

AVOID, avoid, avoid.... at all costs

What a decline for such a well respected company of so many years service and 'service' is once what they were once all about, not any more unfortunately as our experience highlighted. In good faith we decided to open a JL Partnership card as brand... Read more

What a decline for such a well respected company of so many years service and 'service' is once what they were once all about, not any more unfortunately as our experience highlighted. In good faith we decided to open a JL Partnership card as brand new customers who often shopped in the stores and online for over many years we decided to go for a credit card with them. Much filling in of required information followed when applying, we were of course approved and then duly received our new cards. We 'activated' them as requested, online and then again when they didn't work, via the telephone to Customer Services........ guess what they still didn't actually work(!) and have been declined whilst out shopping for goods. Not the sort of experience anyone wants, we have a gold star credit history and if anything are probably the very kind of customers JL dearly would like to attract and keep. We are left with little choice but to close the account before we could even use it due to their lack of resolution to the ongoing technical issues with the card, in fact we were advised it can take up to 8 weeks to resolve a problem. Unbelievable, who would honestly wait 8 weeks to use a credit card! This is the very opposite of SERVICE. Stay away and save your time there are much better credit cards out there who offer a professional and efficient service. JL get your act together before people continue to leave in droves, check your reviews below from other reviewers, not a good feedback?!

Reviewed on 11th March 2021
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ibLondon
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Partnership Card

Disastrous experience times two

Following numerous refusals of my card when paying online, I jettisoned this credit card after over 40 years with John Lewis and a rock solid credit history. The final straw was a refusal of payment when buying a £50.00 Christmas gift from John Lewis ... Read more

Following numerous refusals of my card when paying online, I jettisoned this credit card after over 40 years with John Lewis and a rock solid credit history. The final straw was a refusal of payment when buying a £50.00 Christmas gift from John Lewis online. My husband is now having the same problem and is looking to jettison it after a similar time with them. HSBC, the card supplier, is clearly not interested in JL customers and hides behind 'security' which is a synonym for inadequate IT systems and poor algorithms that do not recognise bona fide transactions. The only way they will get their act together is by customer feedback and fewer customers in future. AVOID this credit card and go with a better company than HSBC.

Reviewed on 11th February 2021
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M. M.
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Pet Insurance

Try leaving them!

A lot of positive reviews for JL pet insurance are around initial set up. That and their customer service (bar when you try to leave them) are great.... Read more

A lot of positive reviews for JL pet insurance are around initial set up. That and their customer service (bar when you try to leave them) are great.
However....
Every year you will be stung with huge premium increases even if you make no claims/ the claims you make are for one-off (not ongoing/ lifelong) issues. I was an idiot and kept paying it for 12+ years (ending on £95pm to insure a Yorkie that I've paid 95% of the vet's bills myself) because they cover your pet for life. Believe me this gains you no grace with them - they will never budge on the cost because they know they're one of the only providers who offer life-time. But when you look at what you can claim back for a life-long illness be aware; you have to pay quite a lot yourself first - luckily my pup didn't have a lifelong issue but had she it would have rendered the policy nigh-on worthless, depending on the ongoing costs.
Their claim-back process is stuck in the 90's, none of it's truly online, you have to print things out and email everyone yourself trying to get back any money you want (after their hefty excess -which also sneakily increases some years) ... it's tiresome to the point you have to question whether any claim is worth your time.

Then, when you finally can't afford to be with them and you try to leave - good luck! I cancelled my policy on 12/8/20 by email, no reply by 09/09/20 so I called to cancel. I got an email the same day replying to my email of the 12th asking me if I wanted to cancel in language that made no sense 'please let me know so I can do the needful' (?) and as I had cancelled by phone already and my email clearly stated I wished to cancel I disregarded it. If you cancel a policy by email a provider's response should not be to ignore you for a month, for you to repeatedly chase to then reply asking you if you want to cancel.

4th Jan 21 and my bank text me about an account I no longer use saying I'm being charged for unauthorised use because JL have been taking £95pm for the last 5 months after my policy was cancelled by email and phone.
I called JL - on hold for 30 mins to get through, got through put on hold for another 5 mins when I did, got cut off, no call back.
I called again, on hold for 30 mins to get through and the lady said that they need to check with their underwriters that they can refund me - even though they can see I emailed to cancel, and there is a call with no notes on the day I called to cancel.

I will have to wait for 48 hours to find out if the underwriter's accept my cancellation and will back-date the money owed to me. All because JL didn't cancel my policy as requested by me. £500 for their mistake and rather than refund me and accept the loss if the underwriter says no - I have to accept the loss if they do? I've spent about £10k with them and this is the goodbye I get.
Imagine if I went into a JL store and helped myself to £500 worth of stuff and on being stopped by security said 'You'll need to wait 48 hours while I check with my friend if you can have it back'. JL would have me arrested.
They will happily steal from you and say that though.

If you take a policy out with them it will be the most boring, expensive, experience of your life - you have to get everything in writing and be spot on with your own admin because they cannot be trusted.

Reviewed on 4th January 2021
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MrsH
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Partnership Card

Disputed transaction re hotel refund covid

I booked a hotel via booking.com and paid in full. I had to cancel due to covid and the hotel nit being open. They agreed a refund but said that they could not refund to my card. Two calls to John Lewis partnership card said shouldn’t be a problem. ... Read more

I booked a hotel via booking.com and paid in full. I had to cancel due to covid and the hotel nit being open. They agreed a refund but said that they could not refund to my card. Two calls to John Lewis partnership card said shouldn’t be a problem. Raised dispute with card in June still awaiting a response. Was told initially 8 weeks then 16 weeks now over 20 weeks waiting. Lady email to them on 9 November still no response. Any response received as been paying lip service to my complaint and not doing anything about it. I have friends who have had to make claims via their credit cards and have all bedd Ed n sorted out ages ago. You just expect the kind of personal service which you come to expect from John Lewis but it is just nit there!

Reviewed on 15th November 2020
Jennifer Baker's avatar
Jennifer Baker
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Partnership Card

This is not an ethical company.

You can raise disputes with them until the cows come home but they will take money which ever way they can. Service is shocking. Manners do not exist. The only reason I am with them is because we shop at Waitrose. So I ask Waitrose to consider having... Read more

You can raise disputes with them until the cows come home but they will take money which ever way they can. Service is shocking. Manners do not exist. The only reason I am with them is because we shop at Waitrose. So I ask Waitrose to consider having a credit card of their own, please. Thank you.

Reviewed on 7th October 2020
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Private
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Partnership Card

Poor system

I received a card 2 days after my application. It seems smooth and easy, but it took me two weeks to set up my online account and still did not happen. I rang their customer service team more than 20 times asking for help, unfortunately they could... Read more

I received a card 2 days after my application. It seems smooth and easy, but it took me two weeks to set up my online account and still did not happen. I rang their customer service team more than 20 times asking for help, unfortunately they could not help. I then stop using it.

Reviewed on 30th September 2020
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PT
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Partnership Card

Total time wasting

Since the change of the login method, I have been unable to login to the John Lewis banking system. Contacted customer services on many occasions to reset the login. With the aid of a service agent's, this is impossible. "Your details do not match... Read more

Since the change of the login method, I have been unable to login to the John Lewis banking system. Contacted customer services on many occasions to reset the login. With the aid of a service agent's, this is impossible. "Your details do not match our server records".

Got many emails thanking for changing login details, yet still haven't received any replies from management on how to resolve the constant ongoing problem.
I now have the answer. If John Lewis Finance isn't bothered, why should I. Just been informed the reward system is changing, and card is due for renewal, told them not to bother. Life is to short to constantly mess about with this shower.

Reviewed on 18th September 2020
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Laddy
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Partnership Card

dont understand customer needs

I wanted to buy a hotel deal in Oct but my card expires in... Read more

I wanted to buy a hotel deal in Oct but my card expires in Sept
had to call JL to ask for my new (post Sep) card to be sent to me now
but they will only do this by cancelling my existing card which I need to use until the new card arrives 7-10 working days later
surely there are some smart people in JL who know that this degrades their brand and alienates loyal customers

Reviewed on 17th July 2020
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MatWin
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Home Insurance

Great customer service

No problem with the company. Have been with them for 8 years.

Reviewed on 13th July 2020
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Denise
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Partnership Card

Efficient

Whenever I have had a problem I have contacted customer services and had very efficient service, and they have always been able to sort out my problem.

Reviewed on 10th July 2020
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Susan McMurray
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Partnership Card

Ease of use

Mainly use thie Partnership Card for online shopping. Gives me security and ease of use is a factor. Also like the voucher rewards.

Reviewed on 9th July 2020
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Elaine
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Partnership Card

Zero stars company

The most incompetent credit card provider... Read more

The most incompetent credit card provider ever.
Blocked cards, feeble excuses, useless customer service.
Probably too overwhelmed by complaints to sort problems out.
The only reviews they respond to are "Wonderful John Lewis, best company in the Universe, wouldn't use any other credit card. Just love that green card, matches my shoes a treat, Blah blah blah"

Reviewed on 24th June 2020
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Meldrew
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Partnership Card

Witholding Statements

I was persuaded to go paperless but then discovered that JLPC restrict access to statements older than one year. They require the year and month of a statement older than one year before they will allow you to see it. If you are unsure of the month or... Read more

I was persuaded to go paperless but then discovered that JLPC restrict access to statements older than one year. They require the year and month of a statement older than one year before they will allow you to see it. If you are unsure of the month or year, tough luck. I'm certain that this is a breach of the law. Two requests to be returned to paper statements have been ignored

Reviewed on 12th June 2020
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C Ford
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