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Review of the John Lewis, Partnership Card:

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The problem is it's NOT run by John Lewis.

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. Reviewed on: 24th April 2026

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