John Lewis & Partners Albion Way, Horsham RH12 1LP

"Kira from Dior was very helpful and friendly. I am so glad I've found this hidden gem in Horsham John Lewis as my previous experience at Dior in John Lewis Kingston was just awful. Management should revamp the team at Kingston and ask Kira for tips on great customer service!!"

"Did someone say John Lewis had lost their way? Sadly, it’s absolutely true. Customer service was notable by its absence during our recent visit to Horsham.. Although we visit the store on a fairly regular basis, this was our first visit to the cafe. There was no ‘hello, what would you like?’, we were greeted by ‘if you want coffee you’re at the wrong till’! We did want coffee, and we also wanted a pastry, so after ordering our coffee we were unceremoniously and rather abruptly redirected to the first till. The partner’s raised eyebrows just helped reinforce how stupid we were for not ordering our pastry first. We were actually on a mission to purchase picture frames and were cheerfully directed (by a ‘partner’) to a location within the store where we would find them. After a period of confusion, a second ‘partner’ kindly informed us that John Lewis doesn’t sell them! Now, back to the cafe: Assuming that one might expect the average partner to adhere to some basic standards, as a matter of pride in their work if nothing else, I was left wondering what motivated staff to take the time and trouble to place adhesive notices in the cafe so awkwardly and wonkily, when with a modicom of care they could have been applied straight, and, for that matter why the manner of their application was deemed acceptable by the management. I agree this isn’t a hanging offence, but if such a casual and lazy approach manifests within John Lewis as a whole (and I rather suspect it’s looking that way) John Lewis will continue to lose its key patrons."

"Lovely store with on-site parking ( Pay and Display) new beauty and fashion department is great. Staffs are lovely and friendly. There is Waitrose Cafe adjourned to John Lewis but it seems busy and understaffed so we didn't give it a try. We just crossed the road for coffee shop on high Street instead."

"Beyond disappointing this cafe. I’ve complained to customer services in store and online yet no one actually seems to try and do anything. Photo taken on Sunday at 12.00. Today, the only option in the kids lunch bag is an apple. I was told when in store they pick items off the shop floor, I can say for a fact they had bananas and oranges downstairs, so why has jobs made this effort to go and pick them. The sandwich option is always so poor as well. That is down to staff not ordering enough in. (If you have an issue with suppliers, it’s time to get a supplier that will actually provide you with the stock) No kids bottled water, ever. One excuse is they are understaffed, next is suppliers. They are (again) running on reduced menu. I think enough is enough now John Lewis. It’s a shame because the the cafe massively lets you down. The John Lewis shop is nice enough staff a bit rude sometimes but way of life) and the Waitrose is good. I especially love the bags of food donations ideas next to the tills."

"Great range, lovely atmosphere and fantastic customer service. John Lewis is laid out over 2 levels and there is a lovely Waitrose and a Waitrose cafe to enjoy. I would certainly shop there again. Below scores are out of 10 Customer Service 10 Atmosphere 9.5 Presentation 10 Products 10 Location 9 Parking: Lots of parking available. First 30 min is free of charge. Overall 9.5"