John Lewis & Partners

We spent well over an hour in the furniture department in Southampton with a fabulous assistant named Charlotte . She went over and above the call of duty to help us with our queries. We left the store well informed unlike our experience in the Poole store on Saturday who really couldn't be bother to answer any queries.

Thank you Charlotte we will be back to see you on the new year.

Was served by a young man called Tom in the finance department in March. He was friendly, explained everything to an old dinosaur like me! He even managed to sell a £700 phone to my husband during the chat and directed us where to go to buy it!! He is a credit to John Lewis.

Very organised mall, clean atop floor for the restaurant with a spectacular view of the harbour overlooking the cruise ships docked there and even got a mobile charger corner that safe to charge your phone as it hit a padlock that no one can steal your phone ;)

This is an excellent store and the food is very good. You can spend the whole day there easily - we did!

Received fantastic service from two totally different departments today. Firstly Trudy from Dior Cosmetics was such a great ambassador for both JL & Dior - she gave my daughter some excellent advice, was never pushy and made my daughter feel a million dollars. Then there was a lady in an Apple tshirt (didn’t get her name along with a gentleman in the Apple Watch section (I think his name was Ravinder or something similar my apologies for not checking spelling) who were both very helpful with my issues regarding my Apple Watch especially during such a busy time. John Lewis will always be my favourite store, thank you so much �

My absolute favourite shop in the world. My partner and I spend hours browsing and have purchased some very high quality products from here. Our son is always happy looking around the toy department and playing with the display toys. There is a massive range of everything and the staff are always very friendly, professional and helpful. Every visit feels like a treat. Overall it is simply the perfect department store.

John Lewis Southampton were AMAZING yesterday. We visited the store to treat my father to an 80th birthday lunch. Due to a problem with their suppliers there were no sandwiches so the floor manager sorted sandwiches and cake from their onsite Waitrose and tea and coffee in the restaurant for free! It really made our day! THANK YOU John Lewis. You are the best department store in the UK!

I've never had a bad experience in this shop - the staff are lovely & the products are of quality !!! Had a BBQ delivered recently - received phone call from delivery driver 30 mins before as advised - unfortunately I'd forgotten this & couldn't get home in time - they were brilliant - told me not to worry & left it in a secure place ! My parents are in their 80s & had a problem with a tv stand but they sorted it & sent someone out with the new one & set it all up - not so many staff as there used to be but what there are, are more than helpful!

I just wanted to say a massive thank you to the partners in John Lewis Southampton. Particularly, Maxine and Ruby in the nursery department. We had a particularly stressful weekend when the wheels fell off our uppababy with our baby in it. You helped us order a new pushchair direct from the manufacturer, gave us good advice, kept our 3 year old entertained and found me somewhere comfortable to feed our daughter whilst I waited. Thank you so much.

Visited on Sunday 29 October 2017 with family. Had a lovely full English breakfast. My son spilt a hot drink on himself and the staff couldn't do enough. Great service, even carried our food to the tables and brought us things we had forgotten to pick up. Had a great shopping trip, lots of lovely gift ideas.

John Lewis is a large store with many retail outlets within it best being its many clothes franchises and difficult to resist.Alovely lighting department and now with its enlargement which includes afood department probably one of the best stores in Southampton l always go there first and am generally successful last visit i bought a handbag for my granddaughters wedding just perfect and well spotted by my son who was with me at the time together with his wife Cindy who bought some lovely shoes �

I like john lewis but breakfast at cafe was way down to their usual standard



Also witnessed disgusting management as someone during his work and in front of the public repremanded a member of staff.

That manager should be sent on a course on good management and reprimanded

Generally love JL but last 2 purchases have been odd. Bought some binoculars before Xmas, in this day & age they couldn't check stock from a central till but had to go off to stock room, took ages. Yesterday wanted to buy an iPad again couldn't tell me if there were any in stock without physically going to stock room. This time none in stock, asked to order one, NO I need to either just rock up & take a chance they have one in or go online and try & order one (again no guarantee they will have one in stock). Come on JL get into the 21stC!!!

Visited on Saturday 8 July 2017. Chose a scone and pot of tea. Sat down with my shopping and book to read as I was waiting for an appointment in Clarins. Cut into the scone and it crumbled. So got up and went back to the counter to get it replaced. (I was gone for no more than 5 minutes) Got back to my table and a waiter was taking my pot of tea away and had removed my shopping and book.

By the time he returned with my shopping I'd cut into my new scone which again just crumbled. I asked the waiter to very kindly get me another one. He came back with a counter service staff member who obligingly hot me another scone and waited whilst I cut into it. This time it did not crumble however it was very dry and did end up crumbling when I added the jam and cream ....... because of all this my tea went cold .... my worst experience ... not sure I'll go back

Think before you spend any money at John Lewis....



12/5/2018

Order placed for a fridge freezer, value £999. Item showing as in stock.



12/5/2018

Automated confirmation email. Delivery will be within 7 days from our approved supplier.



15/5/2018

Email with the guarantee effective from 19/5! Item still not here on 22/6. How much stress will I have trying to get the guarantee date amended?



7 days go by from the order date, nobody contacts me. So I chase them.



6 weeks later still no fridge freezer.



39 emails and counting.

Countless, pointless phone calls from John Lewis, not one fixing the situation, just wasting time.



Asked for an escalation away from the social media team, who’s role seems to be to keep you quiet on social media.



Finally sent a link to chose a delivery date. 15/6 and got a confirmation.



Then the day before got another text confirming 15/6 but also showing a date on 18/6. A date I had not chosen.



I raised this with John Lewis and they just pushed ahead with the 18th even though I told them there would be nobody there. Eventually I told them I would start treating them as they treat me. Told them they could deliver on the date they had chosen but between 6pm and 8pm. They did turn up on the 18th but they missed their own delivery slot by 2 hours and were 2.5 hours early for my chosen time. So a failed delivery.



Escalated to a someone without a job title but works in Customer Service Distribution.



This escalation was of no benefit.



Based on other customer feedback posts I raised my concerns that even when the delivery was agreed there may be other problems.



Finally another date agreed 22/6. Time agreed 9:45 to 11:45. Delivery company phone at 7:53 to say they will be there in an hour. My wife takes the kids to school and had to change some of her plans and rush for the delivery.



You know what happens next? Yes, item arrives badly damaged and the delivery firm insist we sign to say it was damaged. We refused.



Phoned the John Lewis employee with no title and they pretty much suggested we go through the process al over again. I told them the delivery must now be 26/6 at my chosen time. During. The conversation I told them I was recording the call. They told me I wasn’t allowed to do this without informing them. This is incorrect, perhaps a training issue. They hung up.



He then emails me to confirm all future correspondence must be in writing.



I email the M.D. and Chairman, they do not reply but pass my email back to the same guys with no title,



The manufacturer are now looking in to it. So back to the beginning, again. As John Lewis do not hold stock. Their website says they have 7 in stock!



This highlights a company with culture, process, IT and supplier management issues.



So what choice do I have?

I can’t escalate beyond this guy and the senior management to not speak to customers.



John Lewis do not do compensation they do “goodwill gestures”. How much would you think was an acceptable amount for all the time waisted and stress?

Such a disappointing service I received today at John Lewis in Southampton.

I contacted the customer services department yesterday and they advised me to reserve the item I wanted. Within 1 hr someone from the Southampton store called me to confirm the reservation. (so far all good!)

I went to the store today, to the women department (as advised by the lady on the phone yesterday). In the till there were 3 young ladies (the till was empty at the time), I mentioned my query and they started looking for the item. After waiting almost 30min, they couldn't find it so the best advice they could give to a pregnant lady was to go upstairs in the travel department and if it's not there to come downstairs again and go to the other till!!!! I went upstairs and thank God there was a very polite member of staff who let me sit down and offered to call all the departments until he found the item. (Note 1: the young ladies could have made these phone calls instead of asking me to wonder around a huge store. Note 2: it turned out that the item was not actually reserved and I was lucky there was one left in stock).

After finally having the item, I went to the till and to my and the staff's surprise, the item's material mentioned on the website was different from the actual material. The item is John Lewis Knee High Flight Socks; on the website it says that it's 85% cotton when in the package it says 85% nylon (no cotton whatsoever!!!)!!!! The staff member on the till apologised a million times and guaranteed she will give feedback to whoever it might concern. Of course I didn't buy the item and left the store having spent 45min of my life for nothing and of course extremely disappointed from the whole experience.

I'd advise you to train your staff to be helpful, it's not best practice to ask for the customer to go up and down the floors until they find what they are looking for (especially when the customer is pregnant which makes it slightly more difficult!). I'd also advise you to change the description of the item's material on your website as this is misleading and finally, when someone confirms the reservation of the product, make sure the reservation is actually done.

I do hope this feedback will be taken seriously.

Thank you.

Shocking and confusing service today by John Lewis Southampton, they contacted me with delivery dates for my new blinds, I took the day off work and waited in all day. I received a message to advise that my delivery had been signed for by 'Felton' not knowing who this was I called customer services who, after much investigation, managed to realise that Felton is the name of the fitter - really no need to involve me in the behind the scenes delivery process and could have saved me a day of precious annual leave. Certainly not what I would expect from John Lewis!!

Disappointing service today � as a regular shopper at John Lewis & Waitrose- iv never received such awful customers service - after having to wait for a lampshade to be built & struggling to stand with a bad back & having to wait for it to be built just to prove what i was saying about its badly designed was correct & a very NICE male member of staff who advised a female member of staff to refund me SHE really didnt want to refund my money even though i had purchased ANOTHER lampshade to go with the rest of the accessories i had already brought from the little star range for my grandchildrens bedroom at my house - i spend alot of money on a regular basis with John Lewis & waitrose im so so so DISAPPOINTED with their customers services

Absolutely disgraceful!!! Sent a fridge with a small dent in the side, then honoured a good will gesture of £150 because they also delivered the wrong fridge first time. 4 months later and the fridge is broken, now they DEMAND the £150 money back or we dont get the new fridge (Under Warranty!). Absolutely disgraceful! Social Media is a powerful tool and the world will know!

We spent well over an hour in the furniture department in Southampton with a fabulous assistant named Charlotte . She went over and above the call of duty to help us with our queries. We left the store well informed unlike our experience in the Poole store on Saturday who really couldn't be bother to answer any queries.

Thank you Charlotte we will be back to see you on the new year.

Was served by a young man called Tom in the finance department in March. He was friendly, explained everything to an old dinosaur like me! He even managed to sell a £700 phone to my husband during the chat and directed us where to go to buy it!! He is a credit to John Lewis.

Very organised mall, clean atop floor for the restaurant with a spectacular view of the harbour overlooking the cruise ships docked there and even got a mobile charger corner that safe to charge your phone as it hit a padlock that no one can steal your phone ;)

This is an excellent store and the food is very good. You can spend the whole day there easily - we did!

Received fantastic service from two totally different departments today. Firstly Trudy from Dior Cosmetics was such a great ambassador for both JL & Dior - she gave my daughter some excellent advice, was never pushy and made my daughter feel a million dollars. Then there was a lady in an Apple tshirt (didn’t get her name along with a gentleman in the Apple Watch section (I think his name was Ravinder or something similar my apologies for not checking spelling) who were both very helpful with my issues regarding my Apple Watch especially during such a busy time. John Lewis will always be my favourite store, thank you so much �

My absolute favourite shop in the world. My partner and I spend hours browsing and have purchased some very high quality products from here. Our son is always happy looking around the toy department and playing with the display toys. There is a massive range of everything and the staff are always very friendly, professional and helpful. Every visit feels like a treat. Overall it is simply the perfect department store.

John Lewis Southampton were AMAZING yesterday. We visited the store to treat my father to an 80th birthday lunch. Due to a problem with their suppliers there were no sandwiches so the floor manager sorted sandwiches and cake from their onsite Waitrose and tea and coffee in the restaurant for free! It really made our day! THANK YOU John Lewis. You are the best department store in the UK!

I've never had a bad experience in this shop - the staff are lovely & the products are of quality !!! Had a BBQ delivered recently - received phone call from delivery driver 30 mins before as advised - unfortunately I'd forgotten this & couldn't get home in time - they were brilliant - told me not to worry & left it in a secure place ! My parents are in their 80s & had a problem with a tv stand but they sorted it & sent someone out with the new one & set it all up - not so many staff as there used to be but what there are, are more than helpful!

I just wanted to say a massive thank you to the partners in John Lewis Southampton. Particularly, Maxine and Ruby in the nursery department. We had a particularly stressful weekend when the wheels fell off our uppababy with our baby in it. You helped us order a new pushchair direct from the manufacturer, gave us good advice, kept our 3 year old entertained and found me somewhere comfortable to feed our daughter whilst I waited. Thank you so much.

Visited on Sunday 29 October 2017 with family. Had a lovely full English breakfast. My son spilt a hot drink on himself and the staff couldn't do enough. Great service, even carried our food to the tables and brought us things we had forgotten to pick up. Had a great shopping trip, lots of lovely gift ideas.

John Lewis is a large store with many retail outlets within it best being its many clothes franchises and difficult to resist.Alovely lighting department and now with its enlargement which includes afood department probably one of the best stores in Southampton l always go there first and am generally successful last visit i bought a handbag for my granddaughters wedding just perfect and well spotted by my son who was with me at the time together with his wife Cindy who bought some lovely shoes �

I like john lewis but breakfast at cafe was way down to their usual standard



Also witnessed disgusting management as someone during his work and in front of the public repremanded a member of staff.

That manager should be sent on a course on good management and reprimanded

Generally love JL but last 2 purchases have been odd. Bought some binoculars before Xmas, in this day & age they couldn't check stock from a central till but had to go off to stock room, took ages. Yesterday wanted to buy an iPad again couldn't tell me if there were any in stock without physically going to stock room. This time none in stock, asked to order one, NO I need to either just rock up & take a chance they have one in or go online and try & order one (again no guarantee they will have one in stock). Come on JL get into the 21stC!!!

Visited on Saturday 8 July 2017. Chose a scone and pot of tea. Sat down with my shopping and book to read as I was waiting for an appointment in Clarins. Cut into the scone and it crumbled. So got up and went back to the counter to get it replaced. (I was gone for no more than 5 minutes) Got back to my table and a waiter was taking my pot of tea away and had removed my shopping and book.

By the time he returned with my shopping I'd cut into my new scone which again just crumbled. I asked the waiter to very kindly get me another one. He came back with a counter service staff member who obligingly hot me another scone and waited whilst I cut into it. This time it did not crumble however it was very dry and did end up crumbling when I added the jam and cream ....... because of all this my tea went cold .... my worst experience ... not sure I'll go back

Think before you spend any money at John Lewis....



12/5/2018

Order placed for a fridge freezer, value £999. Item showing as in stock.



12/5/2018

Automated confirmation email. Delivery will be within 7 days from our approved supplier.



15/5/2018

Email with the guarantee effective from 19/5! Item still not here on 22/6. How much stress will I have trying to get the guarantee date amended?



7 days go by from the order date, nobody contacts me. So I chase them.



6 weeks later still no fridge freezer.



39 emails and counting.

Countless, pointless phone calls from John Lewis, not one fixing the situation, just wasting time.



Asked for an escalation away from the social media team, who’s role seems to be to keep you quiet on social media.



Finally sent a link to chose a delivery date. 15/6 and got a confirmation.



Then the day before got another text confirming 15/6 but also showing a date on 18/6. A date I had not chosen.



I raised this with John Lewis and they just pushed ahead with the 18th even though I told them there would be nobody there. Eventually I told them I would start treating them as they treat me. Told them they could deliver on the date they had chosen but between 6pm and 8pm. They did turn up on the 18th but they missed their own delivery slot by 2 hours and were 2.5 hours early for my chosen time. So a failed delivery.



Escalated to a someone without a job title but works in Customer Service Distribution.



This escalation was of no benefit.



Based on other customer feedback posts I raised my concerns that even when the delivery was agreed there may be other problems.



Finally another date agreed 22/6. Time agreed 9:45 to 11:45. Delivery company phone at 7:53 to say they will be there in an hour. My wife takes the kids to school and had to change some of her plans and rush for the delivery.



You know what happens next? Yes, item arrives badly damaged and the delivery firm insist we sign to say it was damaged. We refused.



Phoned the John Lewis employee with no title and they pretty much suggested we go through the process al over again. I told them the delivery must now be 26/6 at my chosen time. During. The conversation I told them I was recording the call. They told me I wasn’t allowed to do this without informing them. This is incorrect, perhaps a training issue. They hung up.



He then emails me to confirm all future correspondence must be in writing.



I email the M.D. and Chairman, they do not reply but pass my email back to the same guys with no title,



The manufacturer are now looking in to it. So back to the beginning, again. As John Lewis do not hold stock. Their website says they have 7 in stock!



This highlights a company with culture, process, IT and supplier management issues.



So what choice do I have?

I can’t escalate beyond this guy and the senior management to not speak to customers.



John Lewis do not do compensation they do “goodwill gestures”. How much would you think was an acceptable amount for all the time waisted and stress?

Such a disappointing service I received today at John Lewis in Southampton.

I contacted the customer services department yesterday and they advised me to reserve the item I wanted. Within 1 hr someone from the Southampton store called me to confirm the reservation. (so far all good!)

I went to the store today, to the women department (as advised by the lady on the phone yesterday). In the till there were 3 young ladies (the till was empty at the time), I mentioned my query and they started looking for the item. After waiting almost 30min, they couldn't find it so the best advice they could give to a pregnant lady was to go upstairs in the travel department and if it's not there to come downstairs again and go to the other till!!!! I went upstairs and thank God there was a very polite member of staff who let me sit down and offered to call all the departments until he found the item. (Note 1: the young ladies could have made these phone calls instead of asking me to wonder around a huge store. Note 2: it turned out that the item was not actually reserved and I was lucky there was one left in stock).

After finally having the item, I went to the till and to my and the staff's surprise, the item's material mentioned on the website was different from the actual material. The item is John Lewis Knee High Flight Socks; on the website it says that it's 85% cotton when in the package it says 85% nylon (no cotton whatsoever!!!)!!!! The staff member on the till apologised a million times and guaranteed she will give feedback to whoever it might concern. Of course I didn't buy the item and left the store having spent 45min of my life for nothing and of course extremely disappointed from the whole experience.

I'd advise you to train your staff to be helpful, it's not best practice to ask for the customer to go up and down the floors until they find what they are looking for (especially when the customer is pregnant which makes it slightly more difficult!). I'd also advise you to change the description of the item's material on your website as this is misleading and finally, when someone confirms the reservation of the product, make sure the reservation is actually done.

I do hope this feedback will be taken seriously.

Thank you.

Shocking and confusing service today by John Lewis Southampton, they contacted me with delivery dates for my new blinds, I took the day off work and waited in all day. I received a message to advise that my delivery had been signed for by 'Felton' not knowing who this was I called customer services who, after much investigation, managed to realise that Felton is the name of the fitter - really no need to involve me in the behind the scenes delivery process and could have saved me a day of precious annual leave. Certainly not what I would expect from John Lewis!!

Disappointing service today � as a regular shopper at John Lewis & Waitrose- iv never received such awful customers service - after having to wait for a lampshade to be built & struggling to stand with a bad back & having to wait for it to be built just to prove what i was saying about its badly designed was correct & a very NICE male member of staff who advised a female member of staff to refund me SHE really didnt want to refund my money even though i had purchased ANOTHER lampshade to go with the rest of the accessories i had already brought from the little star range for my grandchildrens bedroom at my house - i spend alot of money on a regular basis with John Lewis & waitrose im so so so DISAPPOINTED with their customers services

Absolutely disgraceful!!! Sent a fridge with a small dent in the side, then honoured a good will gesture of £150 because they also delivered the wrong fridge first time. 4 months later and the fridge is broken, now they DEMAND the £150 money back or we dont get the new fridge (Under Warranty!). Absolutely disgraceful! Social Media is a powerful tool and the world will know!