John Lewis & Partners Prince Charles Drive, London NW4 3FL

"I ordered some Apple Airpods on 16 February 2023. Delivery was agreed to be within 5 days. The order was Order 391223243 to be sent via Royal Mail. Despite contacting John Lewis customer service (James and Georgina), I still have not received the product. Royal Mail claimed to have delivered the product then admitted that they had not. They then failed to redeliver when requested. John Lewis said that I should walk the Royal Mail depot to collect. This was not part of the delivery deal and it is difficult for me to do this. John Lewis offered no alternative plan and merely left me to rearrange plans to go and collect. I wasn't being awkward - it is genuinely difficult for me to collect from the depot. There is so much more John Lewis could have done."

"A great big store set out over a few floors. My daughter was buying a TV and she found what she was looking for straight away. The staff were fairly helpful but all greeted us with a smile. The queue to pay was rather slow but there was only 1 girl behind the till. She was very helpful and pleasant. There are lifts, escalators and stairs to each floor, so it is easier for wheelchair/ prams etc to reach each floor. A wonderful store, helpful staff and a large variety of products. Totally recommend. ✨"

"I went just a couple days after boxing day to get a watch replaced that I had received with minor damage via online delivery. First of all the customer support folks online were very helpful, as they allowed me to get a replacement in person locally since replacements weren't available online. Secondly the customer service in-store was very good. The staff were clearly very busy with it being just after Christmas. The lady in the jewellery and watch section who helped was very patient, and worked hard to let me get a replacement even though the computer system wasn't cooperating at first. She also was very good at explaining what she was doing, why it was taking longer than usual, and what I could expect as an outcome. In the end I had to get a refund on my first one and buy another watch, which was fine by me as I got a perfectly undamaged one. I certainly would recommend going here based on my experience."

"Unhelpful staff and poor customer service. I was waiting for 35 minutes to get help with an item I wanted to buy. every member of staff that I managed to speak to, asking for help, rather rudely said they don’t work in that section and didn’t bother to direct me to someone who could help."

"Decided to have some lunch at The Place to Eat. There were only two people in front of me, but I've noticed that the hot food counter is usually slow with their service. It's like an extremely snail pace, don't know why, I've heard other customers in the queue comment on this too. There's been times in the past where I've had to wait 30 mins when there are two people serving... Pretty annoying. Aside from that, the soup and roll was nice, staff seemed polite and accommodating enough. Just wish they'd take note of the slowness of service at this particular counter. The staff seem to only know the slow pace of delivering a service. Toilets are available including disabled toilets. Just need leave the restaurant and walk around the corner. Noticed a fancy new hand dryer there too... Great investment, very hygienic... Still like the staff who clear up, very friendly and poilite. Thank you"