I am writing this on behalf of my mothers. She would give zero if she could This all started when my mum ordered a Spirograph as a Christmas gift. The Spirograph box was damaged, however the delivery box was undamaged, there was no delivery note in the box. Therefore the toy had been damaged at source but still sent out in a damaged state. She contacted live chat to be informed she needed to print off a form to send it back, before they would send another one out unfortunately she didn’t have the facility to print so the operator agreed to resend a new toy, with a delivery note included so my mum could return the item. Sure enough the toy arrive 2 days later, no delivery note including. Contacted JL customer services, the first advisor she spoke to couldn’t understand her, and she wasn’t listening either. She told my mum to send it back by adding the order number, her name, address and email. What hassle for their error. My mother said forget she would just pay for it. My mother was then past to returns and refunds not sure why. This guy was a bit more with it but couldn’t help, so a waste of time and money on hanging on the phone. He then transferred my mum to the payments department who finally took her payment. These operators are in Manila so is it any wonder they don’t understand us. My mother tried to make a complaint that is harder than getting blood from a stone. He had no idea what do do it is absolutely ridiculous. My mother was told to escalate it online. But we can’t do that as no guess what no case number. The operator hadn’t even logged the complaint. What a shambles no customer services at all. Unbelievable.

UPDATE - John Lewis Customer Services responded after I took to Twitter…. They offered no help and their expectations are that customers are expected to pay for John Lewis’ mistakes, sorry John Lewis, you have just lost a loyal customer that’s been shopping with you for 30 plus years! ORIGINAL REVIEW - Visited John Lewis Leeds yesterday evening to do our Christmas shopping. With a young family, it is not easy to plan a trip out, with childcare arrangement etc. We purchased a number of items from the store and when we arrived home, we realised a security tag was still attached to a t-shirt. As we are unable to return to the store before Xmas, my wife rang customer services for help, maybe they can post a replacement out and we return the one with the tag in the post. Well, we thought it would have been easy to resolve, but how wrong were we, after being passed from pillar to post and spoke to 3 different individuals at customer services, and an hour later, the staff disconnected the call. Dont' get me wrong, we are not mad with the member of staff who accidentally left the tag on, everyone makes mistakes, but it seems John Lewis' attitude is that of take it or leave it. They definitely would not go out of their way to rectify a mistake they make!!!!!

Extremely unhelpful in terms of a sale purchase of a large mirror. Sloppy, lazy service is a constant here sadly, whether in person or online. No, can't ship it. Yes, you can pay and collect later but only on a specific date. Extremely unimpressed with the homewares staff and the level of service - certainly not what I'd expect from John Lewis. For any older or less able customers, this policy would be a complete disaster. Something you really should consider. I've now lodged a formal complaint online via your website. This was handled in such a lazy, casual, disinterested manner - just not what I have experienced with Peter Jones in Sloane Square or at John Lewis Oxford Circus over many, many years. I imagine this store will be shutting before long. Almost no customers in the shop and sales assistants with zero training. It's sad really.

I just visited to buy perfume for my husband since he told me what he likes. So I just came to Leeds to buy in person so I can smell. And there were a lot of staff there and those two staff right behind me. I asked if the testing perfume box is right one and she showed me shortly and go back to carry on conversation with colleague. And there was gift perfum box but no testing perfume. So I asked and she said there is no testing perfume. I don’t want to buy the gift box without what is it smell like. And she wasn’t willing to help at all. When to back to colleague to chat. No wonder why people turning to online shopping. So I just walked out and gone to Harvey Nichols. Sorry my shopping experience wasn’t very good today. (And it wasn’t that busy time like weekend)

One of the biggest John Lewis stores and has bigger ranges in-store than most e.g. furniture. The usual friendly, knowledgeable help you expect from John Lewis staff. Lunch in the The Place To Eat was good, but choice of main dishes limited if you want something substantial. Cooked to order, it took longer than expected - felt like 15 minutes for dishes which just needed heating. Friendly, helpful staff. Young counter assistant hadn't been told/forgot to offer me a choice of rolls with my stew - so training could be improved. Fortunately, till person asked which I was having, which alerted me and allowed me to tell her my preference.

Feeling a bit let down about my visit to John Lewis Leeds yesterday. I was with my 3-year-old son and headed to the disabled toilet, but someone with disabilities snapped that it's only for them. It made me realize there's no kid-friendly toilet option – just men's, women's, and disabled ones. Honestly, it left me disappointed and like I wasn't treated nicely. It'd be great if the place could think about families more and have facilities that suit everyone. Just wanting a bit more respect and understanding for folks like us. Thanks for listening.

Great store - absolutely huge with lots to choose from! We did however purchase some of wall lights from here recently and one of them was damaged. For £60 per light I’d expect a little more from John Lewis. They did send us a replacement but now we have to faff around returning the faulty one! Very inconvenient. The items we bought also have misleading information on - the box says one thing and the instruction manual says another!

This John Lewis has five floors of quality products ranging from clothes to carpets. Their home section is particularly impressive with a large selection of beds and mattresses. Staff are on hand to provide services such as upholstery and design consultations, and you're able to try the mattresses in store, with appropriate covid things in place. Altogether it's a great store. They have lots of sale items in store too.

I only popped in for some cocktail jiggers however I can’t fault the customer service at all ! Staff were in hand to help me find what i was looking for because lets face it, there’s a lot in this store to look through. Once i had what i was looking for the same staff were having a laugh and joke with me whilst i paid. All in all, a brilliant first impression and I’m likely to visit again!

Poor customer service- all outsourced to some call centre- heaven knows where. South Africa, Phillipines, New Zealand. Impossible to speak to someone at the shop who can trace the order. Staff are rude and passive aggressive. Impossible to speak to someone who can help. Systems don't talk to each other. Far better to buy from a local supplier, and probably cheaper too.

Recently bought all my Christmas Decorations from JL, after spending an obscene amount on Baubles and other festive treats it was to my horror that I will have to add the string to each Bauble myself? Sort it out John Lewis. Also the Christmas decorations this year were pretty basic like who decorated the trees in store? Have a word. All the best. ;)

Cups mucky waited 10mins for a breakfast to be told there were no bacon this is 11am went to get a hot chocolate to be told machine has broke you need to queue back up for someone to make you one. 10mins later got hot chocolate by then food was flat cold. While waiting in a long queue for hot chocolate they came out with bacon

Absolutely terrible experience. Has taken 5 days of phoning texting, whatapping, emailing to obtain a pick up code to enable me to collect my goods from their pick up point. Past from pillar to post. John lewis this is not what i expect from a company such as yours. Improvements to your customer srevice wouldn't go amiss

Love this store but there’s no staff about when you need them. Love all the shops that are in the mall too. Great location right in the city centre and parking was great too. Would definitely return soon. They need to put more toilets in though. Had trouble finding them.

I visited the haberdashery department and was very pleased to see the zips were on sale! I bought quite a few and the member of staff at the till was happy to price check them for me. I wish there were more pink-toned zips, but otherwise very pleased with my visit.

Top floor cafe, visited twice before and coffee was, unfortunately, luke warm. Yesterday, I decided to try it again but this time asked for my coffee to be 'extra hot'. Sadly, both my latte and my husband's flat white were luke warm. We won't be going again.

John Lewis & Partners are a high-profile chain of stores that stock various products from premium brands including: cosmetics (make up, perfume, aftershave, etc.), home wares, men, women's and children's fashion, toys, gift ideas and more.

I recieved the best service a few weeks ago at the origins stand at this store. Im uncertain about her name i believe it may have been either rachel or rebecca? But i must say , the impeccable service she had provided has brought me to a

I recently visited & bought some Clinique products in store today . I would to say the service I received from Susan was outstanding , I was made to feel so special & I would like you to pass on my thanks to her and her colleague too .

This is a review about The Place to Eat cafe on the top floor. Average prices but above than average quality. Cakes were amazing, as were the mocha and the hot chocolate! Also the view was great and the atmosphere of the place.

What a cosy little baby room! I was thrilled to find this nook in the shopping centre. It has a separate diaper changing room as well with a nappy dispensing machine .. Really impressed with the setup

Lovely clean & modern example of a JL&P store, staff were friendly, welcoming & helpful. However some departments seemed emptier than others so came out with less than I would have liked to have purchased!

Lovely Sunday morning breakfast at The Place To Eat. Staff lovely and brought our food to our table to save us waiting. Opens at 10:30 on Sunday which is perfect rest stop before starting our shop

Really impressed now they allow well behaved dogs. Was able to sit comfortably with the pooch while my wife tried on and bought a lovely dress. Well done John Lewis …

Had a back scalp and shoulder massage with Bethanay 2nd December what an amazing experience. Thank you already booked in again in January …

AVOID John Lewis. disgusting customer service. contact centres are abroad so no one understands what you're saying or what you need resolving.

Such a beautiful building and the staff were top class as in most of the John Lewis shops and the layout inside is easy to navigate.

Fantastic large department store. Helpful, friendly staff who aren't pushy. And price match other shops so always get the best deal

Firsly with appearence then products , actually one should go and see ️ …

I've been back. It is very helpful & very good food Thank you.