John Lewis

Specifically 5* for the service from Ariana today in skincare - gave me excellent advice, so kind and helpful, reminded me to check my John Lewis app for offers, gave me some samples based on what she thought might help me, and gave me hair care advice too. Honestly 10/10, such a light and an angel! 💗🙏

No one wants to say it… JL aren’t what they were. I shop a lot in JL but some of the staff in the Oxford shop aren’t very good. The mens section are disinterested (young diverse dudes more interested in chatting to each other or flirting with the female staff), there’s never enough people in the consumer durables section, who put men in the make up and perfume bit??? and please employ people with better English. Oh, and finally, the ground floor cafe is dirty (see pictures) with unfriendly, very slow and badly trained staff with a poor grasp of English. The shop is reasonably clean, but not great - smeared glass up the escalators. On the plus side it’s well laid out with a good range to look at and decide on. I’ve used the curtain and blinds section recently and they were great. I’m sure the old JL is there, but it feels less than what it was. I’ve bought less from here as a result.

What is happening to the Oxford store? None of the fairly standard items on my list (eg long-sleeved baby vests, boys' pyjamas age, plain drinking glasses) was in store; no hot food in the café (same as last week), and the state of the ladies' toilets was revolting (& I acknowledge, with disbelief, the culpability of some customers here, plus sympathy for the cleaners). No-one on the shop floor for advice either. Are we seeing reduced staffing hours to cut costs? The staff here are always courteous and helpful, but the drop in the traditional JL high standards is sad to see.

I purchased a Sony A95L TV from John Lewis in August 2024, and when it developed smear marks in December, I logged a complaint with photo evidence. After weeks of delays, ICTV (their initial service provider) went out of business, and John Lewis reassigned JF Associates, who confirmed the TV was unrepairable and needed replacing. However, they later reversed this decision, and JF Associates performed a procedure on Sony’s instructions that failed and scratched my screen. Despite reporting this with evidence, John Lewis and JF Associates ignored the damage, closed my case, and refused responsibility. On 13th February, John Lewis promised to send an email for me to submit proof but never followed up. This experience has been a nightmare—full of delays, broken promises, and complete lack of accountability. Avoid John Lewis if you expect them to honour warranties or handle complaints fairly!

Wrong item sent out twice. Customer service online who seem to be helpful but then promise things and don't follow through (having to deal with multiple people who aren't looking at the case as a whole). Shocking experience over the phone with a person who kept leaving the call without telling me. Forced to give credit card details over the phone in order to proceed when there was zero need because I'd used a gift voucher (I'm wondering if that one is even legal?!) Get your act together JL. Start training your staff adequately.