Sad to say the Peterborough store closed. Therefore I was really looking forward to shopping in the Cambridge store last Saturday, when there was a promotional day. The service or lack of it was dreadful. On anumber of occasions sales assistants were nowhere to be seen. Firstly I asked an assistant where the Erica Davies collaboration coats were, yes they were on display, looking great, no VM to indicate they were the coats! No, they were not nearby either. I mean that’s common sense to me place the goods near the display, or amI missing something? The assistant said she hadn’t seen them on the shop floor either and said there might be some in the stockroom she wasn’t sure. Then we wanted to buy a lipstick from Hourglass and there was nobody manning an impressive concession. We had to ask a very ‘overworked’ young girl who knew nothing about Hourglass as she was from Le Labo! She hadn’t had a break, clearly exhausted and did her best. What’s gone wrong? If you have a promotional day- throw everything you have at it! Over-staff the event, give great Customer Service. Not everyone likes buying on-line. The bricks and mortar stores are your best asset JL, we were disappointed. 😔

I like the design of the website. It is clear, informative and easy to use. Thank goodness for JL. When I go to our local John Lewis Store staff, though noticeably not as many these days, are well informed and extremely helpful which enables me to make a decision about a purchase. I have to confess I like to see and feel products before making a purchase. I will be regarded as being old fashioned, but I think this approach is less wasteful and certainly less time consuming. When I order online, I like the choice of collection, or home delivery. I feel safe buying from John Lewis. I want quality at good prices, and that is exactly what I get shopping at John Lewis. Items are always packed well to ensure they don’t arrive broken. I like your efforts to be sustainable eg reusing packaging etc. I feel we must use British firms to ensure they remain relevant. Pursuing cheap, cheap , cheap does not bode well for our future.

I am writing to confirm what I heard about the customer service. I love John Lewis and I am so sad to see how its bad management has led to this. The John Lewis store itself is falling apart physically: I was on the escalators on Saturday and you could see rust on the white walls of the escalators, painting falling apart and all that while you are standing on the escalators and watching around. I was shocked. Less items in the shop, number of ranges disappeared as discontinued. I also had to pay £7.50 for a home delivery of a big item that was the same service as Argos that charges £3.95. John Lewis didn’t go the extra mile for me while charging me the double. John Lewis looks like it is coming to the end of an era and the end of the store. I think the chairman needs to leave sooner than 2025 as by then the shop will be on its knees and it will be too late. And nothing will be left to salvage. John Lewis needs to invest in its customers and treat them well: I have a customer membership card and while spending money in the shop, the joke of the rewards is a free cake in the cafe upstairs that now sell stale cakes. Where is the special feeling “I am buying from John Lewis I will get quality and will be treated well so I don’t mind if I pay more”? As a result, you have now frustrated customers who then go and buy elsewhere. On Saturday after the bad experience I decided to go Selfridges to buy the same items I wanted to buy in John Lewis. Update on my delivery: I just paid 7.50 for a specific day delivery and guess what: no show! So now while paying I need to reschedule.Get your act together John Lewis!!

If I could have given this "updated" App zero stars I would have but it seems this is not possible. Why zero stars? Simply because it doesn't work on an iPad 2, in fact you can't even download it as it would seem that it's not compatible! Let's start at the very beginning. On opening my old John Lewis app I was advised that there was a new version available and I should update it as my present app did not take into account my marketing preferences, whatever they were?.? So cleared the decks by deleting the old app then straight to the App Store to download the super revised updated version. That's when things went bad - on attempting the download a pop up message informed me that this new version was "incompatible with this iPad" !!!!!! Great, thanks a bunch techies - ever heard of beta testing? It's what we used to do in olden times to ensure a product WAS compatible with all flavours of the generic hardware and OSs. So now no John Lewis app any more - old one deleted and new one incompatible. If you have an iPad2 don't upgrade although by the time you read this it will probably be too late.