Trust Score 85/100 · 5 sources · 740,245 reviews · updated 16 Oct 2026
John Lewis reviews
In short
Is John Lewis legit?
Trustpilot rates John Lewis 3.9 out of 5 from 105,872 reviews, with 62% five-star and 24% one-star. The apps score far higher, at 4.86 on the App Store (568,749 ratings) and 4.6 on Google Play (55,606 ratings). Sitejabber is much lower at 2.13, but it has only 79 reviews and most of the sampled ones are old.
Trust Score 85/100 from 740,245 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 740,245
As of 16 Oct 2026 · How we score
AI summary
Trustpilot rates John Lewis 3.9 out of 5 from 105,872 reviews, with 62% five-star and 24% one-star. The apps score far higher, at 4.86 on the App Store (568,749 ratings) and 4.6 on Google Play (55,606 ratings). Sitejabber is much lower at 2.13, but it has only 79 reviews and most of the sampled ones are old.
- Customers report helpful, knowledgeable in-store staff. Trustpilot reviewers name partners who found stock, gave advice on beds, beauty counters and Apple products, and went beyond what was asked. Google store reviews say the same. Trustpilot
- Customers report that delivery and installation crews are polite and skilled. Reviewers describe fridges, washer dryers and TVs fitted well, with old packaging taken away. Trustpilot
- The apps are praised as easy to use and easy to browse. About 81% of Google Play ratings are five-star, and App Store reviews call the app quick and simple for ordering. App Store
- Customers report trust in the brand and its product range. Reviewers mention quality brands, no fakes, next-day click and collect through Waitrose, price match and warranty replacements handled without fuss. Trustpilot
- Some customers say a complaint was resolved well. Several Trustpilot five-star reviews describe a fast fix to a product fault, and one reviewer says a scathing review led to the problem being put right. Trustpilot
- Customer service is the most common complaint. Customers report long phone holds, unreturned call backs, unanswered emails, disconnected calls and having to chase for refunds or promised follow-ups. Some mention call centres that cannot help. Trustpilot
- Deliveries are missed, rescheduled or cancelled. Reviewers report orders that never dispatched, next-day slots dropped at short notice, and furniture delayed for weeks. Courier choices such as DHL, InPost and Royal Mail are criticised. Trustpilot
- Faulty or damaged goods and weak after-sales help are a recurring theme. Reviewers describe repeated washing machine faults, a leaking machine, a damaged freezer and microwave, and a disputed 5-year guarantee. Trustpilot
- App users are angry about forced updates. Many recent App Store reviews say the app will no longer run on iOS 18 and demands a newer version. Google Play users report bugs, crashes, login loops and scrolling problems. App Store
- Some customers say prices, charges and offers have got worse. Complaints cover higher delivery and click and collect minimums, separate delivery charges on some items, a denied promotional claim and a price drop soon after purchase. Trustpilot
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 3.9 / 5 | 105,872 | 16 Oct 2026 |
| App Store | 4.9 / 5 | 568,749 | 16 Oct 2026 |
| Google Play | 4.6 / 5 | 55,606 | 16 Oct 2026 |
| 4.3 / 5 | 9,939 | 16 Oct 2026 | |
| Sitejabber | 2.1 / 5 | 79 | 16 Oct 2026 |
Delivery, returns
and support
How is John Lewis delivery?
Delivery experiences are split. Many Trustpilot reviewers praise friendly crews, well-informed updates and fast arrival. Others report missed windows, cancelled slots and next available dates days away. Couriers DHL, InPost and Royal Mail draw specific criticism, including signed-for items that force customers to wait in. Older Sitejabber reviews and some App Store reviews describe next-day orders cancelled after payment. No standard delivery time can be taken from these reviews.
How do John Lewis returns work?
Returns and refunds draw mixed reports. Customers praise easy warranty replacements, price match and next-day click and collect. Complaints include being phoned to arrange a collection instead of using email, a size-change refund refused after three emails, and refunds not processed. Older Sitejabber reviews describe refusals outside the 30-day window and a withheld £270 refund. The 5-year guarantee is disputed in the most recent Trustpilot reviews.
How is John Lewis customer support?
Support is the weakest area in the written reviews. Trustpilot and Sitejabber customers report long waits, no call backs, outsourced or overseas call centres that could not help, and complaints that went unacknowledged. Some Trustpilot reviewers describe quick and friendly phone or in-store help, so experience varies. Reviews of the brand's own replies suggest it often asks customers to email a dedicated address.
How is John Lewis quality?
Product quality gets mixed comments. Some customers praise quality products and the lack of fakes. Others report a warped mirror, a duvet with a strong smell, a chromebook sold without a charger, and appliances that failed within months. App and store reviews say little about product quality.
What customers say
about John Lewis
We bought a Samsung washing machine from John Lewis in January 2022 with their 5-year guarantee. It has now broken down three times, each time with the same dispenser fault.
We had a faulty light fitting after only a few months. The Wilmslow site was extremely helpful and solved instantly.
My phone only supports iOS 18 so can’t update my app. Therefore can no longer use it. Frustrating.
You can buy elsewhere, but John lewis means peace of mind. No fakes here. Quality brands, and you can see/try in store and buy over their online service , or collect in store.
I sent the right jacket back and now the (PROFIT PROTECTION TEAM) have decided to keep the jacket and not refund me my £270
Just had 4 bar stools delivered by John Lewis and what a brilliant experience it was. The nicest delivery men ever! So friendly, nothing too much trouble, unpacked my chairs for me
Questions about
John Lewis
Is John Lewis legit?
Customers report receiving real orders from John Lewis, and the brand has very large review volumes. Trustpilot rates it 3.9 from 105,872 reviews, and the App Store rating is 4.86. One older Sitejabber review called an order a scam, but most complaints are about service, delivery and refunds rather than fraud. Sitejabber has only 79 reviews and rates the brand 2.13.
How long does John Lewis delivery take?
The reviews give no single delivery time. Some customers report smooth deliveries and next-day click and collect through Waitrose. Others report cancelled slots, delays of several days and furniture delayed by weeks. Courier performance varies.
Can I return John Lewis products?
Customers report successful warranty replacements and price match. Others report refunds not processed, returns arranged by phone only, and refusals outside the 30-day window. The 5-year guarantee is disputed in recent Trustpilot reviews. Check the specific terms for the item before buying.
Does John Lewis reply to bad reviews?
On Trustpilot, yes. John Lewis replies to 60.5% of reviews in a polite, apologetic tone, and usually asks the customer to email details to a support address. It rarely replies on Google Play (0.3%), and shows 0% on Google and Sitejabber.
Is John Lewis worth the price?
Some customers say it is never the cheapest but often the best, and they value the range, trusted brands and price match. Others say delivery charges, minimum spends and offer conditions reduce the value. Pricing is not a main theme in the reviews, so opinion is mixed.
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about John Lewis
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Brand replied to 61% of reviews
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Google Maps listing: John Lewis & Partners
Rating data from Google · As of 16 Oct 2026
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