Many years ago I used to work for John Lewis, in their head office, and I have always been loyal to the store where possible.
They have over forty branches (some are small station concessions, or At Home stores only) dotted around the country, and the majority are in London or the home counties.
They do a good range of home appliances and such products are competitively priced in stores (they have a never knowingly undersold policy, so if you can find it in a shop - not online- cheaper within a few weeks, they will refund the difference). I like their home furnishings products and whilst the under-sale policy still applies, they don't sell cheaper brands. I bought some Orla Kiely cushions from here and whilst I couldn't find them cheaper anywhere, even online, you can buy cheaper cushions from other brands. I often think John Lewis is a good place to go for ideas and inspiration for colour schemes and styles for the home.
They have a fashion floor with their own brands and other brands such as Reiss, Jacques Vert, Oasis and Jigsaw. Again, there are cheaper brands available elsewhere. I have noticed them doing some cheaper brands like Warehouse and Miss Selfridge. Obviously they have a menswear range, to but I don't have much cause to browse that section.
I do like their fashion accessories section, and Radley handbags or Dune shoes. They also have a good range of designer sunglasses for when you are feeling flush. Like all department stores they have a perfumery counter with mostly premium brands available, but you can also buy some lower priced but more exclusive brands that you wouldn't see in Boots or Superdrug, for example.
I also recommend their Place to Eat for a meal or shopping break.
Having worked in this department store for over 5 years, I can truly say what a wonderful company to work for. I used to spend my lunch hour browsing around the beautifully merchandised displays, having a look through sale items (because you are always guaranteed to pick up a fantastic bargain) and most of the products are exclusive so you can find some very unusual and unique products.
Not only can you purchase fabulous items, you also receive an excellent service which I believe I have never received from any other company. They truly value their customers and go one step beyond to ensure their customers are extremely happy with the whole service. They also price match any other company that sell the same product cheaper, therefore, they gain your custom as opposed to the customer shopping elsewhere. I could not find any faults with John Lewis, all companies have negative points about them, I think compared to most other departments stores and companies there are on the highstreet, you are guaranteed to want to return to John Lewis to shop. One day when I'm on a higher income, I will be buying from them for my new home.
We have a wonderful John Lewis store in Aberdeen. It doesn't look like much from the outside, it looks like a shabby car park - but on the inside it has every luxury that you'd need.
For me, my love of what John Lewis sell is three fold.
1) Their haberdashery department - the stock a fab range of fabrics and bits and pieces and the staff are very knowledgeable.
2) The Clothing and Accessories!!!! They stock a fab range of designers including Dune, Mango, Coast... but above all their after care is amazing! A year ago I bought a faulty Tula bag from them, within two weeks the strap had clean ripped off, I went in, I'd lost my receipt but yet they believed me and got my bag fixed for free. If ever there isn't a pair of shoes in your size or colour they are happy order it for you, and if they don't stock the said colour you are after they will point you in the direction of a place that does.
3) Their electricals! Their electrical aftercare is amazing! I bought my beloved sewing machine with them and if I so choose I'm allowed a free MOT for it each year for the first three years as well as being able to send it away for repairs if I ever need to. It's for this reason I bought my iPad with them, you feel assured by the aftercare, there's no red tape with John Lewis, there's no "well ring this number and send your electrical here" it's so straight forward.
I also love how John Lewis have a habit of giving small british businesses a chance though, I've seen a few success stories now of how John Lewis has given small businesses (one of which operated out of a bedroom!) a chance in a few of their stores then expanded. I love supporting small businesses, as a former small business owner myself it's something I find very important indeed.
Oh and whats extra fab is they've just launched a loyalty scheme in John Lewis where you receive a voucher for a free cake and coffee EVERY MONTH! What's not to love about that???
I buy almost everything I possibly can from John Lewis because I know I will always get
I did almost all of my Christmas shopping with john lewis as you can find very good quality products that the whole family can enjoy. I use both the stores and their online service.
I once had an issue when the couriers mixed my parcel up with someone else's and the problem was resolved within a day or so. They always make sure the customer comes first. They offer gift receipts so if a purchase isn't right (ie clothing doesn't fit then the giftee can return it with ease.)
You can also find most things under one roof. They have a price match guarantee to you know you are getting a fair price and they do the utmost to resolve any issues when they can. They shops are up to date and have a easy layout. Allowing you to shop with ease and inspiration.
My favourite shop
I recently visited John Lewis on Oxford Street, as I had fairly limited time with which to get all my Christmas shopping done. I figured that instead of traipsing around various shops for various people, I would be much better off going to a large department store and collecting a few presents in a mad trolley dash. John Lewis was the perfect place for this.
In the hour I was there, I purchased: Perfume, a pair of jeans, a 'hot sauce' gift set, a box of chocolates, an advent calendar, and some Christmas decorations for my own house as I was feeling festive. I was impressed by the prices - they were comparable to any 'high street' department store I have shopped in recently. The product range was fantastic. I really was spoilt for choice and could have continued shopping a lot longer.
The staff were helpful and attentive, although I do feel they were slightly understaffed as twice when I needed directions there was no one in sight. I know John Lewis take on Christmas temps, but I don't think they had enough of them there at this time!
My nephew, who I was taking out with me for the day, was absolutely delighted to realise that he could meet the real life 'Bear and Hare' from the advert on the third floor! I took him up there, and although it wasn't as I had expected (this was a mechanical bear and hare, as opposed to someone in a costume which I thought would have been the route they went down), my nephew was thrilled and we got some nice photos to take home. Its amazing how one short encounter with a mechanical bear and hare can keep a seven year old content for an hour's worth of shopping - but it worked!
John Lewis are committed to their principles of being 'Never knowingly undersold.' Essentially, this means that they strive to offer prices that match their competitors on branded products. I've found this largely to be true, even in the Oxford Street store. Their premium prices come in to play on their 'own brand' products, which are pretty expensive.
All in all, I was very impressed with my John Lewis experience. A great store with fantastic quality and variety, with prices to surprise.
John Lewis - A place I had never been into before until recently. I won £500 worth of vouchers to spend in there back min August and I thought woohoo here we go!
John Lewis opened his first store on Oxford Street London in 1864, mainly as a drapery shop. In 1905 the second shop opened in Sloane Square London and it continued to grow to its current 43 stores located up ands down the country. For me personally my closest store is Solihull located around 15 miles or so away from me.
What they sell
John Lewis sells a huge range of goods, I would say its a it like a BHS for posh people. They pretty much everything except fresh food. The following available is -
Furniture - this includes dining tables, beds, sofas. They also do a range of garden furniture such as tables and BBQs
Electrical goods - big goods such as washing machines to smaller toasters. They also stock TVS, Ipads and other entertainment electricals.
Women, men and children's clothing and accessories - huge range of clothes, handbags, shoes for different age ranges.
Beauty - perfumes, skin care, hair care for all age ranges.
Toys - vast range of toys for all ages
Smaller home accessories - bathroom items like mats and toothbrush holders. Living room items such as vases and candles. Kitchen accessories like pots and pans. Soft furnishing for the home such as pillows and curtains.
Sports and fitness equipment - wide range of equipment to buy.
Gifts - huge range of gifts to buy for all ages. they also have seasonal items for Christmas, Halloween and so forth including hampers.
John Lewis is set over several floors, they do tend to be a huge part of a shopping centre or feature massively in a retail park. Solihull store is located in part of the Touchwood centre and takes up 3 floors in a corner of the centre. We arrived just past 10am and could not park in the Touchwood car park so opted to park in John Lewis which is not much further to drive. We parked up on the third floor, for direct access to the store from this level we could walk down stairs or get a lift. If you were on level 2 or below you wouldn't need to do this as these directly lead to the shop itself. Once in we began our attack. With £500 to spend I needed an idea of what I was buying so I did use their website beforehand to get my list. The ground floor bottom level we did not go to however we could see this housed all the large furniture's. Level 1 had gifts, small home items such as glassware, kitchen accessorises, candles, ands so forth, I wanted to get several gifts and these were easy to locate and all in stock. Level 2 had the beauty department, toys and clothing. I had afew items to buy from here and again all was in stock. The only thing that I would say about the whole thing is lack of pricing, some items did not have a price on or even on the shelf, this is off putting some items I picked up I put back down again because I was unsure of the price. But apart from that everything was ok, the store was clean and well maintained, it didn't look run down.
Now John Lewis is fairly expensive on certain items but I don't think its expensive on every item. They have their own branded goods range and this is competitive with others and branded items they sell do tend to be at the RRP price. I brought several branded items also available in some other shops and the price in JL was the same as anywhere else so yes whilst some items it is "expensive" I think that on a majority of goods its the same or similar price to other retailers.
I really enjoyed my shopping experience with John Lewis. The sales assistants were friendly and assisted the best they could, there was no queues and the store was clean and laid out well. I looked at some of the home goods sold online and they are out of my price range but if they were I would probably should here more often, they do some lovely stuff and its all good quality. As part of a shopping trip its worth looking around and the gifts they do are lovely.
Ordered a fridge with 4 working days delivery. First they did not stick to 4 working days delivery, the fridge was delivered later. The fridge that was delivered was damaged, I declined it and called John Lewis, they promised a new one. For a few days have not heard from them and when phoned them up was told that they are out of stock and they are refunding me.While I was waiting for this fridge I missed out on another supplier. Now I cannot buy this particular model until the next months (in 3 weeks).1) John Lewis does not stick to promised delivery schedule2) They do not contact you and do not update you, you have to chase them.3) The delivery (Logistics) company they use is rubbish, they damaged the appliance.
When the new John Lewis store opened at the Grand Arcade in Cambridge my wife and I went along to view it. There were some very young children playing about in a lift and they were told to "F" off by a security guard. Until today we had only been in there once since then. Today, 17th July 2013, we visited their haberdashery department and my wife had a query regarding some ribbon. We approached a desk where two women were sitting behind sewing machines. Before my wife could even say anything, one of the women pointed into the store with a very angry expression, and ORDERED, very loudly, rudely and abruptly, "Pay over there". Obviously her idle chatter with her colleague was more important than helping customers. My wife was stuck for words but eventually said she only wanted to ask a question. The woman begrudging spoke to my wife but had no interest in helping. I am very rarely stuck for words but I was gobsmacked by this she devil's attitude ! Needless to say we replaced the ribbon on the shelf and left without buying it and will source it somewhere else. And after our initial experience of John Lewis, Cambridge, followed by todays experience with their obnoxious employee, we will never go in there again. I have written to the store manager to make a formal complaint against the woman from hell.
I have never really been a John Lewis customer up until recently, because there were no shops nearby. However I had purchased a few items online from them and was pleased with both the products and the service received. I was absolutely thrilled when they opened up a new store relatively near my house last year and couldn't wait to go and peruse the shop and be able to browse in person for the first time to see what they offered.
I suppose that you would call John Lewis a department store, because they sell a number of items under one roof - toiletries, gifts, clothing (although not in my local store), home accessories, furniture and electricals, however there is something about John Lewis that is just so glossy and perfect that it seems almost to be a category in itself. Perhaps a "boutique department store" is more fitting. In fact when I visit John Lewis, I have this intense feeling that I actually want to "be" John Lewis. I wish that I was as neat and uncluttered and designer and sparkly, but alas it's not to be!
The shop itself is neatly set out with clear sections to enable you to find the section you are looking for. I assume that each shop is different in it's layout, but my local one has the gifts and gift food at the front to entice you in further to homewares and beyond that, to the baby section. Upstairs is where the more expensive and larger items can be found, with TV's and posh electricals nestled close to sumptuous sofas and beds that you just long to lay down on. The stock is a good mix of own brand items (like the lovely John Lewis House range) and more specialist or designer brands such as KitchenAid, Molton Brown, Orla Kiely, LG and Emma Bridgewater.
I would love to be able to afford to kit my entire house out in John Lewis, but I am having to replace things gradually because quality does come at a price! However I feel that the prices charged are fair and reflect the quality and loveliness of the items they sell. They have a "Never Knowingly Undersold" policy, which means that if a competitor is selling a product at a lower price nationwide, John Lewis will lower their price to match (in store and online) including when the item is in a competitor's sale.
I cannot fault their customer service either. Prior to Christmas I purchased a gorgeous door wreath, which lasted the festive season only to completely fall apart on the day after Boxing Day. Having purchased the wreath as something to keep and use at Christmas for years to come, I was a bit dismayed to find it smashed on the floor where the wreath had fallen off the hanging hook (which was still attached to my door) due to the weight of it. I had kept the original packaging, but did not have the receipt so I wasn't sure if I would get a refund at all and if I did I was sure it would be at the (much lower) sale price. I was delighted when not only did the customer service advisor allow me to have a refund even though I didn't have the receipt, but also gave me a refund of the price I paid (which was marked on the packaging) and not the sale price, because it was obviously faulty. Most other shops would have refunded you the amount it went through the till at at the time. There are always a number of tills open and it is easy to find a member of staff on the shop floor if you require any help or guidance. Although I have been approached by them on visits to ask if I need help or a basket (!), they do not pester or make you feel spied on which I hate.
I absolutely adore John Lewis and think it's the perfect place to pick up a luxury gift or something lovely for the home. It's also the perfect place to send my Hubby to when he is looking to buy me a birthday or Christmas gift, because I know that he can't really go wrong with picking something nice for me!
"Shouted at and told to 'F'off by delivery driver John Lewis"
I purchased a £900 television to be delivered today the 28th february. I was working from home and received 2 missed calls from a random number and then the 3rd time (all the time my being on the phone) a message was left at 10.10am. At 10.28am I rang back to be greeted by a delivery driver who said the following statement 'we can't find your house so it's tough, we can't deliver so you'll have to rebook'. Quite surprised I said 'pardon' and he repeated you've not rung us back we can't find you so tough you will have to rebook. I then said but I rang you back within 15 mins to which shouting he told me this call is over and hung up the phone. Obviously I rang back and asked for his name and eventually he told me it was 'Mark' I then asked for his surname and he told me to 'f'off I'm not giving you that and proceeded to put the phone down again.I tried to ring back and the call was rejected.
I then proceeded to ring up customer services and ask to speak with the duty depot manager who would be responsible for this individual and was told by customer services they won't speak with you, the product won't be delivered today. No apology, no asking to speak with myself concerned about how I'd been spoken to by one of his staff, nothing. It's an utter disgrace.
I am absolutely flabbergasted by how rudely I was spoken to, how poor the service was and I didn't realise it was my responsibility to guide the drivers in. We have had numerous deliveries to our home from lots of other companies, we live in a small market town with a geographical postcode, in a close and in my 40 years I have never ever been spoken to in such an abusive and rude manner.
I've had a bad experience with John Lewis' delivery service recently, with rude and unpleasant delivery men. They objected to carrying some items up the stairs, and were quite unpleasant about it - looking back now I find this odd as their job is to deliver furniture and other items, which you would reasonably expect would need to be carried up stairs to flats in the normal course of their duties. I phoned to complain afterwards and the person in the call centre said they'd pass my comments on to the customer service department, but there didn't seem to be anything they could do beyond that.
The delivery driver phoned 40 minutes before arriving and asked if I had a lift and which floor I was on, I said there's no lift and it's the 3rd floor. When he arrived he kept saying to me "why did you say it's the 3rd floor when it's the 4th?". Well it is a 3rd floor flat, so it is the 3rd floor, I didn't know what else to say. If stairs are a problem John Lewis should ask what floor it is when you place the order, and if they wished to charge extra because there are some stairs they could do so, but as they don't ask for this information I didn't think it would be a problem.
The men were visibly angry and expressed this in quite a confrontational way, I could hear them swearing as they carried the items up the stairs. I understand it is hard work but this doesn't give a good impression to the neighbours, some of whom have young children in the block. Their anger seemed to be aimed mainly at John Lewis for not telling them about the stairs, rather than at me personally, but nonetheless it was making me very uncomfortable.
I can't recommend John Lewis delivery service again after this, it's very disappointing as I thought it was worth paying a bit extra for good service but clearly John Lewis' good customer service record doesn't extend to their delivery operations.
On the plus side, they did deliver the correct products and always picked up the phone quite promptly when I called their call centre. They were very slow to reply to emails though, but once I picked up the phone instead there was not a problem there.
I can only imagine that John Lewis are unable or unwilling to train their delivery drivers with the same levels of customer service that you get from their staff in store, I would advise anyone who orders online to keep this in mind.
I very rarely go into John Lewis - partly because I don't really live near one, and partly because large department stores scare me - especially ones which have a reputation for being geared towards those with a higher than average pay packet.
However, I found myself at the store in Manchester's Trafford Centre, desperately trying to find a fondue set for a Valentine's dessert (I know, I'm a big softie). I'd gone after work and was, as you can imagine, in a bit of a rush, and really wasn't looking forward to trawling around a massive store selling everything from cushions to face cream.
However, I needn't have worried. The departments were clearly signposted (contrary to my belief that the keep the signs vague on purpose to get you lost so you end up buying more stuff) and when I arrived in the cooking and kitchen equipment, within two seconds or me wandering around looking slightly confused, someone cam up to me and asked if I'd like any help. Wonderful stuff.
When I told him I was looking for a fondue set, he took me straight there - and at £15, it was only a couple of quid more than the Argos one which had been out of stock, and packaged much more elegantly.
Thanking him, I rushed off to the till, where the cashier asked if I'd found everything I was looking for, before wishing me a lovely evening.
*This review may appear on other review sites under similar user name*
So yeah, I had a really nice shopping experience in there. It's quite rare to find staff to go out of their way to be helpful, friendly and polite, and I really love it when it happens - it makes all the difference.
John Lewis claim to have the best customer service but I have only had the worst experience with them. I bought a coffee maker for Christmas for my friend which ended up being faulty. My friends called them up to arrange a pick up to get another machine, but these idiots came to my house instead of my friends'... despite very clear instructions NOT to come to my house. The most frustrating part of this is that my friend had taken a half day to stay at home and wait for the deliverers. SInce then, it's been 3 weeks of emails that don't get replied to, phone calls with clueless staff and a coffee machine still waiting to be picked up at my friends house. This is both embarrassing for me and John Lewis. Will never buy anything there ever again.
We love John Lewis and use their Cambridge and Norwich stores and others around the country on a regular basis, however to re-balance the other comments we need to report that we have not been happy with their on line service recently.
At the beginning of December I ordered a Sony TV which was shown as in stock. They twice gave delivery date and twice cancelled even though the roads around this region at that time were not affected by the snow. Eventually I established the TV was in the Cambridge depot, about 30 miles from us, so I said I would collect it myself, which was fine. We lost the benefit of free delivery but at least we had a TV for Christmas.
The TV was however faulty as it smelled (fumed) strongly of chemicals, so much so that we had to keep the windows open when watching it. After a few days of watering eyes etc I decided it was not getting better and reported it was faulty and asked for it to be taken away. I was given an RMA number and told they will be in touch.
After much research on Which? I could not find a better model to fit my needs to I purchased a second one, shortly after Christmas, from John Lewis on line.
I emailed them to suggest they collect the old one at the same time as deliver the new one. Despite the difficulties I had had, I had to wait about 2 weeks for the replacement. They did not co-ordinate the delivery- suggesting they would collect the old one on the 10th January and deliver the new one on 11th.
We waited in on the 10th (once again) and there was no show, no call. The new one arrived on the 11th however, so using more intelligence than they have, I suggested the same delivery driver took the old one away- he agreed that he had a note of the RMA number so said that will be fine. Eureka.
I emailed customer support and technical services to remind them this happened on 12th January, asking them to ensure they refunded me for the old TV. They neither replied in a substantive way, nor refunded the card.
Today, nearly 2 weeks later, I chased them by telephone; they agreed they have received the old TV and should have refunded the card. They agree they did not reply to the Email or cal (except for a daft call suggesting they come to collect the old TV which by then they had had for a week)l.
They did not say "sorry" but say they will get customer support to look at it. (I spoke to customer service, which I have to presume is a lower status part of the same system).
I also bravely ordered a new freezer from them on line on 3rd January. The cost was debited to my card on the 4th January. The web site shows the freezer is "on delivery" but so far no call, no reply to email on 12th asking when we might hear, no apology for taking the money for something that may not be in stock or even delivered. I know they give themselves up to 21 days to deliver but I don't expect this means 21 days after the order to speak to you to arrange a delivery. They seem to think that is ok, but in this world of easy and quick communication (email, text, phone) I don't.
While no on line service is perfect, as a minimum, but I expect they will reply substantively (not just "we value your custom, and will get back to you" kind) within a week and if they are failing to meet reasonable standards, say "sorry". They should not debit the credit card unless they are just about to deliver the goods- if Amazon can do that, John Lewis should too.
When I reported this to customer services by phone they predictably kept me on hold for 20 minutes, never apologised for that, nor the shoddy service or the failure to respond to emails.
I am looking forward to speaking to a person with some authority and shall be updating this report if they can say anything other than a very late "sorry".
It does not stop me buying on line but i will prefer to deal with Amazon or others who can be trusted and respond more efficiently.
your all mugs john lewis is the best!