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

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

Private

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

PT

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

Laddy

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

MatWin

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

Susan McMurray

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

Elaine

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

Meldrew

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

C Ford

Beware - payment declined message error

Read yesterday that John Lewis credit card was showing 'your payment hasn't gone through, make other arrangements'. Lucky I did as this happened to me just now. Luckily I checked my bank and it shows that the money HAS gone out of my account. Had I... Read more

Read yesterday that John Lewis credit card was showing 'your payment hasn't gone through, make other arrangements'. Lucky I did as this happened to me just now. Luckily I checked my bank and it shows that the money HAS gone out of my account. Had I not seen this I would have tried another way to pay, and the money would have gone out twice. I settle up in full each month so this would have made me well overdrawn. When I tried to send a secure message to complain the site would not send the message, despite me having signed in!!!!! This is appalling, especially at the moment with the Covid 19 and having money worries anyway. AVOID!

Reviewed on 1st April 2020

Kathy Dillistone

Awful Service - not doing John Lewis any favours

Trying to get my home address changed has proved impossible!!! Unless I send proof of my new address by snail mail (emailed versions not acceptable apparently even though I have had to answer six security questions!!) Therefore post is being... Read more

Trying to get my home address changed has proved impossible!!! Unless I send proof of my new address by snail mail (emailed versions not acceptable apparently even though I have had to answer six security questions!!) Therefore post is being returned, therefore my on line account is blocked! Every time I try to make a payment I go through the same painful process. I am cancelling the card. Awful awful card provider.

Reviewed on 6th March 2020

madum58

Poor application process

I applied for the John Lewis Partnership Card on 4 Feb and I received a confirmation email saying that I will receive a decision within 5 working days. I have received nothing until 25 Feb so I called 03453003830.... Read more

I applied for the John Lewis Partnership Card on 4 Feb and I received a confirmation email saying that I will receive a decision within 5 working days. I have received nothing until 25 Feb so I called 03453003830.

The customer service Marina did not explain why there was no update. And she requested me to answer all her questions about how much council tax, electricity and water bills I am paying every month on phone. She insisted not to send me an email about all the questions so I have to prepare the figures while holding the call. It took me a while to find out all my bills on the computer and I told her all the figures she needed. She said she will email me about the required documents I have to provide. I spent 30 mins on the phone with her for answering those questions that should be asked during the online application.

After the call, I did not receive any emails so I called again. Another lady checked for me that no email was sent to me. I was really upset and I read all the recent negative comments online. I decided to cancel my application. I asked the lady to cancel it for me. She said the application will be automatically cancelled after 30 days of application. Does it mean that if I am not checking about my application, it will be cancelled automatically? Both customer service advisers are not keen to help me to get the application done.

John Lewis and Waitrose staffs always provide excellent customer service. I can't accept and believe that the application process of the partnership card is so unprofessional and the staffs are not helpful. I agree with other comments that there is no emails, no online chat, but just a phone number to contact the card centre which wasted time on phone.

JUST SAVE YOUR TIME! You can find a better credit card provider & John Lewis's partnership card definitely not the good one. The application process is so poor which I can imagine how troublesome it would be if the card has any issues in the future.

Reviewed on 25th February 2020

Gigi

Poor application process

I applied for the John Lewis Partnership Card on 4 Feb and I received a confirmation email saying that I will receive a decision within 5 working days. I have received nothing until 25 Feb so I called 03453003830.... Read more

I applied for the John Lewis Partnership Card on 4 Feb and I received a confirmation email saying that I will receive a decision within 5 working days. I have received nothing until 25 Feb so I called 03453003830.

The customer service Marina did not explain why there was no update. And she requested me to answer all her questions about how much council tax, electricity and water bills I am paying every month on phone. She insisted not to send me an email about all the questions so I have to prepare the figures while holding the call. It took me a while to find out all my bills on the computer and I told her all the figures she needed. She said she will email me about the required documents I have to provide. I spent 30 mins on the phone with her for answering those questions that should be asked during the online application.

After the call, I did not receive any emails so I called again. Another lady checked for me that no email was sent to me. I was really upset and I read all the recent negative comments online. I decided to cancel my application. I asked the lady to cancel it for me. She said the application will be automatically cancelled after 30 days of application. Does it mean that if I am not checking about my application, it will be cancelled automatically? Both customer service advisers are not keen to help me to get the application done.

John Lewis and Waitrose staffs always provide excellent customer service. I can't accept and believe that the application process of the partnership card is so unprofessional and the staffs are not helpful. I agree with other comments that there is no emails, no online chat, but just a phone number to contact the card centre which wasted time on phone.

JUST SAVE YOUR TIME! You can find a better credit card provider & John Lewis's partnership card definitely not the good one. The application process is so poor which I can imagine how troublesome it would be if the card has any issues in the future.

Reviewed on 25th February 2020

Gigi

By Far the Worst Credit Card Company

Hi, ... Read more

Hi,

I have terminated the card and after terminating the arrangement there has been a debit made on my account for the £600 odd. This was for a fraudulent transaction on my card a few months ago. Back then John Lewis said I dont have to pay, but the amount showed on my account. Then it soon disappeared . It appeared as a credit on my account and John Lewis customr service couldn't explain what was happening. I was annoyed with their customer service and as a result the credit was posted back to my bank account. Now I think they have realised what happened was incorrect they have taken the money but there has been no communication! I am really appalled and want to complain about the shocking customer service being in financial services. Plus their app is shit and no one ever gets back if you reach them through the app. Call them and if you are lucky someone will speak to you after holding for over 25 mins. Can someone help me in raising a complaint?

Update: cancelled card

Reviewed on 17th February 2020

Sohel

John Lewis partnership card logincard multiple failure

3 failed attempts to log in with replacement card for lost John Lewis partnership credit card. So called customer services and asked to change pin. Did so but still unable to log in so same person asked me to change memorable word too. Did but still... Read more

3 failed attempts to log in with replacement card for lost John Lewis partnership credit card. So called customer services and asked to change pin. Did so but still unable to log in so same person asked me to change memorable word too. Did but still no success. So frustrating, so left it for 2 days. Tried again today no success. Called customer services for 2nd time and told, 'ah we haven't deactivated your old lost card, will be okay now'. Tried again but again no success in logging in. Called CS 3rd time and this time advised now need to include symbol alongside capital letter and numeral in password (apparently a new requirement since my old card). Went through change password procedure yet again but still unable to log in. Life's too short. Replacement John Lewis credit card now cut in half and wjll take out a card with a different provider who hopefully knows what they are doing.

Reviewed on 12th February 2020

Frustrated longtime JL customer

Zero Help!

Applied for a card, and was sent a link to upload ID etc. Link did not work. No online chat, no email to send communication to. Only a number... So I dialled the number took me 40 minutes to get through to be told the link should work. Well I can... Read more

Applied for a card, and was sent a link to upload ID etc. Link did not work. No online chat, no email to send communication to. Only a number... So I dialled the number took me 40 minutes to get through to be told the link should work. Well I can assure you it does not. Hold on they said we will put you through to technical. Another 20 minutes later... there is a queue you can hold or call back. No thank you could someone call me back, no sorry you have to call or use the link. I cannot use the link..... Gave up. Useless service.

Reviewed on 7th February 2020

Maria Jones

Partnership card registering haos

Tried to register my card, but despite someone talking me through the process step by painful step, I still can’t register! Keeps saying my details are not the same as on the s... Read more

Tried to register my card, but despite someone talking me through the process step by painful step, I still can’t register! Keeps saying my details are not the same as on the system
Seriously thinking about not using it at all if this is the level of backup

Reviewed on 6th January 2020

angie

Success at last!

Frustrated by several unsuccessful attempts to access the JL Partnership card app I left a review about my experiences. I thought I would have a final attempt to rectify the problem. Well this time the person who took me through the process, Uzma?,... Read more

Frustrated by several unsuccessful attempts to access the JL Partnership card app I left a review about my experiences. I thought I would have a final attempt to rectify the problem. Well this time the person who took me through the process, Uzma?, was patient and thorough and we had success for the first time. I wonder why John Lewis doesn’t make sure all its customer service people are so helpful. So, a big thank you to Uzma - she deserves top marks but I have been slightly reserved in my review as I am waiting to see what happens

Reviewed on 23rd November 2019

sandiemercer

Success at last!

Frustrated by several unsuccessful attempts to access the JL Partnership card app I left a review about my experiences. I thought I would have a final attempt to rectify the problem. Well this time the person who took me through the process, Uzma?,... Read more

Frustrated by several unsuccessful attempts to access the JL Partnership card app I left a review about my experiences. I thought I would have a final attempt to rectify the problem. Well this time the person who took me through the process, Uzma?, was patient and thorough and we had success for the first time. I wonder why John Lewis doesn’t make sure all its customer service people are so helpful. So, a big thank you to Uzma - she deserves top marks but I have been slightly reserved in my review as I am waiting to see what happens

Reviewed on 23rd November 2019

sandiemercer

Impossible to access online and each lengthy phone contact fails to rectify it

Sometime in late summer 2019 I couldn’t access the Jl partnership card app. Many long waits and several long phone sessions later I am still locked out of the app. I might have a nervous breakdown if I have to endure another session of resetting i... Read more

Sometime in late summer 2019 I couldn’t access the Jl partnership card app. Many long waits and several long phone sessions later I am still locked out of the app. I might have a nervous breakdown if I have to endure another session of resetting information. In fact I have done this so many times to no avail that I can’t remember my log in information anyway now. Maybe there is a better card out there

Reviewed on 13th November 2019

sandiemercer