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John Lewis: Partnership Card reviews

Name: Partnership Card
Rating: 1.33 (875 reviews)

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1.33

Based on 875 reviews, last reviewed 22nd Sep 2025

100% decrease in 5 star reviews

in the past 90 days

20% decrease in 1 star reviews

in the past 90 days

88%

Latest highest rating:

5

had a partnership card for years now. had a partnership card for years now. love the rewards vouchers on spends and the points you are awarded for using their credit card which i normally ... Read more Reviewed on: 12th June 2025

Latest lowest rating:

1

Extremely poor fraud customer service! Extremely poor fraud customer service! Reviewed on: 22nd September 2025

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About this product

Read our John Lewis Finance Partnership Card reviews to help you to find out about the pros and cons of taking out the Partnership credit card. What kind of features does the John Lewis Partnership card have? What do people think of John Lewis' customer service? Does the card have great benefits?

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John Lewis Partnership Card reviews (875)

The current Partnership card problems are the worst case of poor customer service I have ever experienced.

I have long used contactless cards for my main bank account, and read that the JLP card was going to be available contactless, (at last!!), so applied for it over 2 weeks ago. The next day I then found that a payment to retailer was declined with my old card. I rang Partnership Card Services was in a Q for over 40 mins, to be told it must be the retailer with a faulty machine, my old card had not been cancelled. Wy wife then went and used the card at Waitrose, it was declined. I rang, the Q was nearly an hour, I was told that yes, the old card had been deactivated as I had ordered a new card! No-one had pre-warned me of this, and I'ver never heard of it before, what are customers supposed to do while they wait for their new card? A few days ago I tried to ring again and gave up after 2 1/4 hours on hold. It is now 18 days since my new card application, I still have no new card and am again trying to get through to the "Support" number to listen to the ever repeating "Unfortunately all our advisors are dealing with other customers....etc" What an an amateurish shambles. Reviewed on: 1st November 2016

MELTDOWN at contact centre Oct2016 - SHAMBOLIC

October 2016 into November: John Lewis Partnership Card (operated by HSBC for John Lewis Financial Services Limited) was a nightmare. Spent well over 3 hours in total, trying to get through to contact centre, no answer. One call over was over 1 hour's wait. No answer. They don't have a system for informing you of your place in the queue. Amateurish. Eventually got through by calling at 03.30AM! Said how much time and money lost trying to get through. No apology. Explained I needed to raise my Credit Limit for 30 days, they asked me to call back, and ask for underwriters, meaning waiting all over again. Some overpaid John Lewis Finance executive(s) decided to change their website and statement layout and get customers to re-apply for their online account, triggering tsunami of calls, putting contact centre into meltdown. Unacceptable. Amateurish. Go to another provider. Reviewed on: 1st November 2016

Terrible service and would not let me report a fraud

I couldn't report fraud on my credit card. John Lewis does not answer the phone or respond to online messages. The old website was terrible and the new one is worse. AVOID JOHN LEWIS Reviewed on: 31st October 2016

GOOD NEWS. FOLKS

I've found a partnership card telephone number that answers within 10 minutes - 03456080764. JL texted me to tell me my account was overdue and asked me to call- I was well aware of late payment on my part having spent hours on the phone and on their new website trying to sort things out. I was told the late payment charge and interest totalling £27 would be refunded as a gesture of goodwill. My own goodwill towards them is gone. I was told the new site is still rejecting some payments and of course mine was one of those. Reviewed on: 31st October 2016

Appalling service from John Lewis partnership card

Have been a loyal and supportive customer of partnership card for many years and frequently extol the advantages to friends and family. Whenever, I have had a query, a phone call to partnership card is quick, the service first class and the query answered. My recent experience with a simple query has been a nightmare. It is impossible to get through on the telephone and the " send a secure message" function on their website is not working. On the site a strap line reads "new site, same service" Well I can assure them that this is not true. How could John Lewis, noted for the quality of its customer services, have allowed this to happen. I am afraid the loss of goodwill will have serious consequences for a store I have held in very high regard. Reviewed on: 31st October 2016

BRAND IMAGE RUINED

Whoever is the senior manager in charge of the partnership card at John Lewis should tender their resignation. This revamp the partnership card is a total mess and was determined without any strategic overview or thorough testing by individuals in the management chain before it went live. Poorly designed webpage for statements with missing information regarding points; paper statement not received 12 days after being available on line. Contact centre overwhelmed and unable to answer calls in less than 45 mins; secure message section of website not working and no other way of making contact with the service centre. If it wasn't for the fact that I like JLP for purchases, and the loyalty points are worth having, I would cancel my card. Reviewed on: 31st October 2016

Total and utter shambles........

Just to add my input......experience resonates with that of the other reviewers. My recent experience has totally undermined brand values I associate with John Lewis. The fact that their system upgrade has gone so badly wrong is not my issue; late payment charge, interest on (supposedly) uncleared balance, adverse flag on credit record and inability to talk to a John Lewis representative is. Contact platform ('phone or letter only) beggars belief in a digital economy. I presume that someone somewhere made a case for the migration on cost reduction - well it's really backfired. The ombudsman should look at this. Reviewed on: 30th October 2016

IT DEPARTMENT NEEDS SACKING

The implementation of the new website for the Partnership Card has been a complete and utter disaster for John Lewis. Having to re-register was a farce and the way information is displayed makes it difficult to see what the current spend is without having to get your calculator out. Don't try to ring customer services because you won't get though and the secure messages are not answered either. Reviewed on: 28th October 2016

terrible website - unable to contact

applied for Partnership card on the promise from an ad of £10 vouvhers when I used it. No vouchers & no way other than premium rate number to contact them! Why no email address or online contact form? Also was asked to register my card even tho it was already registered! Shambles! Stick to selling things! Reviewed on: 28th October 2016

Faulty website, shocking communication and deceitful statements

John Lewis has always been rather underhand with their Partnership card online credit card statements, as they refused to show how much of last month’s balance had been paid off, so it was easy to fail to pay it off by mistake, incurring charges. They’ve re-vamped the statements and made it worse! They actually deduct last month’s payment from this month’s spending, which gives a nonsense ‘total’ that will almost certainly lead to people misunderstanding what their actual, balance is and failing to pay it off by mistake. They’ve also now revamped their website, and it’s not working, and apparently hasn’t been since they launched it 3 weeks ago! Reviewed on: 28th October 2016

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