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

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

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

Suzy Marchant

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

Peter Michael Lipman

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

Kayleigh Loffhagen

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

ibLondon

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

M. M.

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