The problem is it's NOT run by John Lewis. They are using 'NewDay Ltd' who are detrimental to the John Lewis brand. We recently had... The problem is it's NOT run by John Lewis. They are using 'NewDay Ltd' who are detrimental to the John Lewis brand. We recently had some attempted fraud take place on our credit card account (one main and one additional card holder) - to the tune of around £3k. We detected the fraud (not the card company). It was a weekend, and the fraud phone line was closed (it is not 24 hours a day which seems a massive oversight for fraud). Similarly their chat was closed. Our only option was to freeze the cards via the App and live with no cards for the weekend. First thing on the Monday morning, we rang the phone line and the cards were cancelled. My husband got new card details and was told his card would immediately work in his google wallet. It didn't. We waited 10 days (because they refused to send new cards first class), and lo and behold, once he physically received the card and activated it his google wallet worked. My card was activated, worked online but doesn't work in physical shops. They have no idea why. They can't resurrect it and we've had to declare it damaged to get a new one. I will have to wait another 10 days to get a new card. If that wasn't bad enough... We had made a purchase of around £400 before we identified the fraud on our cards. This purchase was subsequently sent back for a refund. In the time between making a purchase and the return being received at the retailer, we had our cards cancelled. The retailer only had the original card number. We have just spent about 30 minutes on the phone with NewDay - first we spoke to customer services. They said they could see an attempt at a refund, but the refund was blocked because the cards were blocked. They said we needed to speak to the Fraud Department. We spoke to the Fraud Department. The person we spoke to went and got some advice from a colleague and told us we had to give the retailer a new card number so they could make a refund onto a card which was not the one we paid with. We stated that this is not possible - it's a marker of fraud and money laundering and is generally not allowed. She insisted. We insisted she speak to a Manager. She spoke to another colleague. Came back and told us the same thing. That we needed to ask the retailer to refund the money onto a different card. We insisted that's not the correct way to do it. We also mentioned that if we don't get a refund from the retailer that they, as the creditor are liable to refund us (when you buy on a credit card, the credit card company AND the retailer are jointly liable in UK consumer law). Finally someone else came on the phone and said that she was correct - that the retailer was using the wrong refund method. We pointed out that this is NOT what she said. And also NOT what apparently 2 colleagues said. This person also said that the Fraud team shouldn't be dealing with this question and it's a customer services question. We pointed out that we spoke to customer services and they told us to ring the Fraud team. This is the most contradictory and unhelpful 'service' I've had in a long while and taints the John Lewis brand. It seems like there is a complete lack of understanding of any process and corners are being cut in not providing 24 hour access and refusal to send cards first class. THIS IS NOT THE LEVEL OF SERVICE THAT SHOULD BE ASSOCIATED WITH JOHN LEWIS - BE WARNED. If I worked for John Lewis I would be horrified that such a good brand is being tainted by shoddy service. Unsurprisingly, we are now looking to move to an alternative card supplier that has decent customer service. Read more Read less

High interest although you gain points using your credit card whilst shopping in John Lewis

I would avoid at all costs. They will do anything to avoid paying out.

extremely disappointed with my experience handling a claim through John Lewis. What has been most frustrating is not just the outcome, but the overall lack... extremely disappointed with my experience handling a claim through John Lewis. What has been most frustrating is not just the outcome, but the overall lack of urgency, communication, and accountability throughout the process. I have been paying £44 per month for this cover, with the expectation that in the event something went wrong, I would be supported efficiently and fairly. Unfortunately, that has not been the case. From December through to March, I made multiple attempts to chase updates, with numerous calls logged between both John Lewis and their claims handler. Despite this, progress was consistently slow, and I was often left without clear information or meaningful updates. It felt as though I had to continuously follow up rather than being proactively supported. While only a couple of delays may have been formally acknowledged, this does not reflect the reality of my experience. The ongoing lack of communication and the time taken at each stage made the process unnecessarily stressful and drawn out. To now be told that the claim will not be going ahead, after months of back-and-forth, is incredibly frustrating. It raises serious concerns about how claims are assessed and how customers are treated during what is already a difficult situation. For £44 a month, I expected a far higher standard of service from a company like John Lewis, known for its reputation and customer care. Unfortunately, this experience has not reflected those values at all. Read more Read less

I used my card to pay for petrol at my local Sainsbury's. Later that day I received a message saying there was a suspicion of... I used my card to pay for petrol at my local Sainsbury's. Later that day I received a message saying there was a suspicion of fraud. A simple glance at my payment history would show regular transactions at my local Sainsbury's. At the third attempt to reinstate my card on Google Wallet after half an hour at answering security questions and extremely rude woman told me she didn't believe I was the card holder and I would hear from the fraud people. The fraud people were somewhat more intelligent and polite and sorted everything but I was treated like a criminal. Dreadful service. Read more Read less

My bank paid my direct debit but Newday verbally claim not have received the money even though it is showing on their app as a payment received my my bank.

The fraud alert system blocks the card and does not allow easy confirmation of transaction to clear. This means that the card can be blocked... The fraud alert system blocks the card and does not allow easy confirmation of transaction to clear. This means that the card can be blocked for days. In addition their response and customer services do not work after 7pm. Cheap and lazy. Read more Read less

Having had a John Lewis credit card for almost 20 years and paying it off in full, on time, every month I wanted to increase... Having had a John Lewis credit card for almost 20 years and paying it off in full, on time, every month I wanted to increase the credit limit in order to buy goods from John Lewis for my new home but was refused outright without any discussions or checks. I was able to switch to a new credit card provider with the limit I needed very quickly and have closed my card with John Lewis. I felt it was really disappointing service to a loyal and long term customer. Read more Read less

I have had a JL credit card for over 10 years , paid off in full every month. I returned from holiday having cleared my... I have had a JL credit card for over 10 years , paid off in full every month. I returned from holiday having cleared my card to buy a coffee. The card was blocked. Once home I looked at my account, because of a late purchase I was £5.25 overdrawn for 2 days. On my account in red was an aggressive, we have blocked your card , will report you and charge £12.00. On phoning they cancelled the £12.00 I wrote to the CEO of Lewis. This complaint was flipped over to Newday, who couldn't care less . They have now charge £4.93p interest. I spend over £12K a year from Waitrose . So tomorrow I will warn everyone I know to cancel their card. This is no way to treat loyal customers. Shame on you John Lewis. Read more Read less