John Lewis in Edinburgh, City of

No tea available, just like that, a first in 40 years of UK life, lol.

I got lost went looking for tesco found myself 5 floor in John Lewis the staff are 10 out of 10

I have to praise the staff in the fitting rooms for their assistance. My friend was looking for a dress for a wedding and they were so helpful. Judith is in a wheelchair and restricted but she felt so at easy with the staff.

Have shopped at this store for many years, the people working there are always incredibly nice and helpful. Are currently getting a kitchen from them as service has been so helpful!

I ordered a coach watch came without a battery and third part damaged it I explained the issue to customer service through email and through phone and next day replied staff where a great support and got everything sorted out quickly offered me the same watch as an exchange And next day delivery I’m really happy that John Lewis sorts everything out quickly even tho my watch was not in stock they still managed to get an exchange sorted customer service is 5 stars and they genuinely care about their customers thank you!!!

Henrietta was the most amazing person. Helped me find the perfect fragrance. The best place to shop for perfume. Lynn was also a fountain of knowledge of fragrance.

Quite honestly this has been the worst delivery, installation and customer service experience I have ever had. We ordered a new washing machine from John Lewis, which included installation. The "engineer" wasn't allowed to turn the water off as wasn't qualified to turn the water off. He messed around and then left without fitting the machine. However, he neglected to tell us he hadn't put the waste pipe back on the washing machine, so when the kitchen tap was run, it flooded the kitchen and shorted the electrics. JL called me to rearrange the removal of the old machine, but when they heard what happened they passed it onto their "Managers" department. I then got a call, where I was accused of trying to claim compensation from them and that they wouldn't be paying anything, and their engineer didn't have to warn us the waste to the sink hand't been returned to how they found it. It was the most disgusting customer service I have ever encountered and basically accused me of looking for money. When honestly, they had arranged the call, not me. She didn't even apologise for all the issues. After this they arranged another visit to bring the new washing machine (oddly they told me I had refused the new one when I hadn't). When he came to deliver it, he took the old and they once again updated the system to say I'd refused the new one. When I called to find out what was happening, I then found out the new machine was smashed and dented and that’s probably why they didn't want to bring it up. We've now been waiting ages for a new machine (we don't have one as they took the old one away first) and JL really don't seem to care. It's just "we'll pass that on to our warehouse", "I'll put that in a comment on your notes". I usually order from JL as I respected their customer services and delivery. They are usually a little more expensive, but previously it was worth it. Now, I can't imagine buying anything from them again and would recommend people think twice before using them. Such a shame this as happened to such a good company.

I experienced unsatisfactory customer service and what I consider a deceptive practice. I bought a Samsung 55 inch tv from John Lewis on black friday. Later I tried to get a price match with argos it failed to accept the link so I tried it with Amazon's listing. Unfortunately by mistake I gave them a link of different version of tv. JL rejected my request and because it was more than 5 days since I bought the tv they didn't accepted my request. What worst is after black friday they reduced the price by £20.

Customer service second to none. Very helpful, went searching in the basement for what i needed, it had been removed from shop floor. Thank you for your care and attention. I felt seen!!

DONT buy Furniture! I bought a wardrobe in September and they told it will be delivered in two months. After two months, they came to assemble it and a panel was broken. They left claiming it will be assembled in a week. no news from them so far. Look at photo of what I have got after paying £1550 and waiting more than three months. order 464586918 not fulfilled but paid in September

I was just in to John Lewis to buy a Sonos Ray Soundbar with a price tag of £135. It was a good price that I had seen yesterday, so I was happy when I came back in and saw that the price had not changed on the sticker and that there was a black soundbar in stock. Imagine my surprise when the kind sales associate informed me that the real price was £280, and that they had just not yet changed the sticker! That is what you can expect these days from John Lewis.

Customer service requires enhanced communication skills. The customer service representative abruptly interrupted the solution-providing process. Additionally, the product arrived damaged and on top of everything, dissatisfied with the customer service experience.Appreciate more professionalism.

All I can say is that I spent over £1k on a two seater and, almost a year on, it's proved one of the worst purchases I ever made. It's uncomfortable, the middle started sinking almost straightway, the feathers keep plucking out and they sting when they do, the fabric is faded and the cushions are completely misshapen. Don't waste your money on JL's furniture.

Had a black americano from the machine on the top floor. Genuinely the most disgusting undrinkable coffee I have ever tasted. Awful.

Nice and beautiful mall In well-known brands Zara, H&M, Bershka, Pull & Bear and Mango

Shop Opening hours 9am but still not put the shutters up at 9.15am today!

Staff in this store are always great but yesterday, Annabel went the extra mile. Searching for and ordering a watch, which I'll collect today and post off for my nephew's birthday. Kind, helpful and providing excellent customer service with a smile. Thank you!

Love browsing around the store. Good for special gifts. Unfortunately most things out of my price range. It's a bit of an elitist store.

I visited the café on the top floor of John Lewis on Saturday (26th October) for coffee and cake, hoping to enjoy a relaxing afternoon. Unfortunately, my experience was disappointing due to the behavior of a staff member. When I approached the cake area, I noticed there were no plates available. I asked a young staff member, “Can you tell me where the plates for the cake are?” He did not acknowledge me at first, so I asked again. This time, he responded curtly, saying, “It’s coming,” without making eye contact or showing any courtesy. His attitude felt dismissive and rude, as though he was not interested in helping me. Perhaps he was having a bad day, but the interaction left me feeling unwelcome. For a company as reputable as John Lewis, it’s surprising and disappointing to encounter such behaviour. Customer service should always be a priority, and this kind of attitude does not reflect well on the brand. After this unpleasant experience, I don’t think I’ll be returning to John Lewis for tea, cake, or any other food. I hope the management takes this issue seriously and addresses the way staff interact with customers. Until then, I would not recommend the café to others. If this situation does not improve, customers will simply choose to go elsewhere and I did.

John Lewis now has little stock, little promotion, can go all afternoon and not buy anything! I've gone shopping at John Lewis many times and never bought less than 100 pounds and yet...? There are fewer customers than before. I hope the brand will return to its old form, I really like using this brand's products, they are both beautiful and durable!

Great service, personable, informed, and helpful. I ordered items on Sunday and they were delivered on Monday. Highly recommended!

Excellent advice and help from Janet from the Hermes perfume counter - she was extremely knowledgeable about all the Hermes perfumes - a credit to John Lewis.

What a joke. I wanted to listen to the speakers before I buy. They were not working. I had to ask for help and they looked at me like I was stupid. The young girl behind the counter and the the young red haired guy. No help whatsoever. Thank goodness for the bose guy helping me with the different brand. I'm really annoyed at the lack of customer service. I was the black customer in case you are confused as to who I am.

Please train your staff to have basic manners & professionalism. Particularly the woman who was in the games department near the quality street selection. Extremely rude & patronising tone with me, no purchase was made as felt like dirt when she spoke to me, couldn’t get out the shop fast enough

I have never experienced such amazing customer service ever. Emma in ladies wear was helpful, personable and diligent as she guide me to options I had not yet considered and ultimately the dress I bought. She is a credit to John Lewis. Emma I truly hope you get your Golden Retriever. Best wishes Geoff and Elsbeth

Just spent quite a lot off money in store yesterday, experienced so awful by few staff can't even go into it, I'm left quite traumatised shopped here forever I won't stop but definitely will share my experience with everyone as I feel nothing would be done by company itself but what I do think staff attitude leave so much to be desired, no excuse for rudness, I can safely say john lewis isn't what it used to be.

Terrible costumer service for loyal shoppers

Ordered from John Lewis online. Delivery was a day late to the collection point, item is faulty, and they want you to wait in all day for a collection from your address or take them to John Lewis in person. No option to return via the collection point. Waste of time, had to be on a call for 30 mins to get a replacement organised. In the end it was so complicated and would involve taking a day off work I had to make a 40 miles round trip to return them to a Waitrose. No waiting 14 days for the privilege to get a refund. Their app doesn’t event recognise they have been returned. The whole online process is a shambles. Lesson learned just use Amazon.

Rude assistants at the till. No hello, no thank you, no goodbye.

Rude assistant shouting at me to go to another till because she was serving some else. In Edinburgh store. Same assistant had previously told me I couldn’t have paid for an item that I was returning on the credit card I had because the number didn’t match but I had paid on my phone. Not helpful.

Had a great experience in the footwear department, where Dot helped me find the perfect supportive shoes for my foot problem. She clearly knows what she's talking about and nothing was too much trouble to her. Will definitely go back next time I'm in need of shoes.

Fantastic food in the restaurant with an amazing panoramic view and they accept cash . Previously walked out of a high street cafe as they were cashless and overpriced. Love John Lewis.

Went into store(sunday) to look for headphones sennheiser( to buy) and used there demo stand to which one of them was not working correctly, I had asked for help in getting the product set up and assistant then quotes " its set up by sennheiser we have nothing to do with it and that was it" incredible sales pitch and not remotely interested and help so I walked after. Terrible if I could minus the score in stars I would.

Very difficult to speak to counter in store don't answer phone not good customer service unhappy

Cafe on top floor has a superb view and good food and excellent Coffee Edinburgh

We bought this bed from John Lewis in 2019, and paid extra to have this professionally assembled. Five years later the bed collapsed, and the wood badly split. Contacted John Lewis customer service only to be told: "I am emailing regarding the case sent over to us in relation to your Wilton Bed Frame that you purchased in May 2019. I can confirm that this Bed Frame came with a 1 year warranty from the delivery date which has now expired. " If the bed frame purchased was faulty this would have been established within the guarantee period and this is why it is enforced." I can only assume from the above email that John Lewis do not expect their furniture to last any longer than one year. I've had a call from John Lewis this morning who told me that the bed that I bought was a soft wood bed and that in their judgement the bed has 'run its lifespan'. If John Lewis beds are only expected to last five years why would anyone buy one? I was also told that no compensation could be offered because if we received any, it would 'open the floodgates', which demonstrates that there are lots of John Lewis customers in our position. With this in mind, I won't be using John Lewis to source my next bed, and wouldn't encourage anyone to purchase any furniture from John Lewis that they wish to last longer than 12 months. Update: Despite John Lewis’s reply below, I’ve been told my case won’t be reconsidered, so these warm words mean nothing. I encourage everyone reading this to avoid John Lewis.

I ordered a blender to be collected today. I went to the centre especially, only to see that it was damaged when I opened it. The box in the bottom had a big tear, that had even gone through the protected cardboard. I've no idea how the shop could have missed this before giving it to me. Now ill have to return it tomorrow and take even more time out of my day. The woman I spoke to on the phone was nice. I'd expect more from John Lewis, giving that they are a more expensive store. I wasn't offered any compensation for the trouble of me having to go twice, pay for the bus twice, take over an hour out of my day twice... It's just left me annoyed.

I was privileged to attend a working from home event today. It's was conducted by two exceptional women, both called Emma. I can not compliment these women enough. They were friendly, engaging, and extremely intelligent. It was one of the best interactions I have had I a while. I also learnt so many new things about John Lewis and what they offer their cusomersts. I can not wait to return to Edinburgh store on a none work day. The experience will be more pleasurable because of the wonderful Emmas. They are a credit to John Lewis and could not better repesent all the positiveaspects of your brand.

I was looking into purchasing a firm mattress to replace a soft one in the guest room. Magda offered some great help in the stock they have in the showroom. Despite of their regular staff in this section is away, she was able to give me her best in what I was looking for. May the good customer service known for JL long continue!

I was in a few weeks ago.i needed to buy a suit.Not something I do very often.I have to say the customer service I received was excellent.I will definitely use again.Thanks.

Buyer beware The higher standards of customer service are long gone - the reason for shopping there is now a thing of the past. The problem is that customers still think that they are going yo be treated well. Truly awful

Was in with family cosmetic shopping on Sunday 24th July so I headed over to the watch/jewellery department and made a purchase of one of their watches on sale. Excellent service from the small lady sales staff who was informative and enthusiastic . I went in the following day to get the bracelet sized and the gentleman who was on managed to size it even though the screws were a bit more difficult than push pin straps. Great experience and a wonderful team there.

Bought a couch, that I’m still waiting to be delivered a week and a half late, 0 customer service and no one knows where this couch is it’s just “running late”, update its been a week, and they keep “attempting delivery” without actually attempting anything, I don’t know what’s happening and why they’re not calling me to deliver it

Disappointing visit today. Has gone down hill.

My boyfriend gave me a Dyson, the next day I wanted to return it because I didn’t like the color, I only opened the lid and didn’t even turn it on, the next day I wanted to return it with a receipt, I understand that these are the rules, but there are different situations in other countries as well stores are better and more loyal in such situations, I'm sorry, now I'm trying to sell it somewhere

We recently purchased a sofa from John Lewis, the most expensive piece of furniture we've ever bought. They scheduled a delivery date and then cancelled in the morning of the day it was due to be delivered as they hadn't recieved it from the supplier, something the would have known in advance of the delivery date. We had got our old sofa uplifted the day before so ended up without a sofa for a week. This was far from ideal with my wife being in her 3rd trimester of pregnancy. When the sofa was delivered I had to show the delivery team how to assemble it as they did not know how and couldn't work it out. I left the room momentarily and they must have dragged the sofa across the floor as after they left I noticed 4 large indents in the floor, one for each leg. I raised a complaint and after much back and forth was given vouchers as a gesture of good will for the late delivery, however the delivery team denied damaging the floor so John Lewis would not take responsibility for that, sighting that it was my word against theirs. I now have a lovely sofa but a ruined floor and John Lewis don't care. It sounds extreme but if you do order large furniture items from John Lewis then film the delivery, it seems this is the only way you'll be able to prove it if the team damage your property. After care is absolutely terrible. I've spent thousands with John Lewis over the years but will be avoiding at all costs now.

My cousin is a spritely 92 year old. In St James Quarter on Thursday 6 June she had her purse stolen. She had been in JL buying some goods so had it then. Going back to enquire if anybody had handed in a purse they went to the bother of showing her on CTV camera buying her purchase and zipping her bag after putting her purse back. The security man took her to the cafe and bought her tea and a sandwich and sat with her as she was quite shaken. Thank you John Lewis. If I may add. I buy my white goods from JL and think there customer service is fantastic.

An afternoon with Mary as my Persoal shopper and she was amazing thank you so much Mary for you help in making me feel like a million dollars hope to see you again🥰

Awful customer experiance because of a cashier her name was " Maddy " who was rude with no reason and non cooperate although I try my best as one of the other customers notice also and mension it to me and try to convince this cashier to get things done but she didn't listen !! I buy stuff with more than 600£ after 2 hours in choosing from the store and was waiting for more than 25 minutes for her to get answer for what happened and she didn't solve the issue after all that . Definitly will not come back to buy again from that store and wouldn't recommened it to anybody.

Since there seems to be no option to send an email to customer service regarding the actual service you receive in store I'll leave some feedback here and hope a representative of John Lewis and Partners sees it. This is the third time I've been to the tech department in Edinburgh to make a purchase and had dreadful, borderline rude, certainly disinterested and abrupt service. I should have complained when I purchased a new TV and couldn't get anyone to advise me even though there were 6 guys standing around on the shop floor. I should've complained when I went to buy Apple Air Pods and was first ignored and then spoken to rudely but it took until the third time when I went in today to buy a phone case and was told by a guy in a Samsung tee shirt that he works for Samsung and not Google. This was because I asked to see a Google phone case that was simply sitting behind glass and needed to be taken out of a cabinet. Great that John Lewis is employing young guys with lots of technical knowledge but please God give them some customer service training so they don't sigh and act disgruntled when you actually ask for assistance.

I visit John Lewis regularly with a double pram. Staff in the cafe couldn’t be more helpful carrying the tray to the table and getting me water as I have two children and am breastfeeding. It makes an outing less daunting

Don't buy anything electrical from John Lewis as I bought a Bosch Fridge Freezer and it certainly freezes the food even the food in the vegetable drawer in the fridge comes out frozen, that's when the temperature is kept at five degrees which fridges are meant to be kept at to keep food fresh. They are refusing to take it back and refund me as so far two engineers have been out and cannot find a fault with it although there is obviously one as showed the second engineer a photo of a potato that is clearly covered in ice taken from the vegetable drawer the day before, so adjusted the fridge temperature only for the temperature in the fridge to go above five degrees. Despite me reporting the fault 17 days after getting the fridge freezer delivered they are saying I have to prove there is a fault with it as they say my consumer rights state I must prove there is a fault but I checked my consumer rights and it says I am entitled to return a faulty item within thirty days of purchase without proving there is a fault. Considering its a frost free fridge freezer that's got more ice in it than a fridge freezer that doesn't claim to be frost free.

The blonde woman at the Jo Malone counter was extremely rude to my friend and I for no good reason, kept rolling her eyes when we were testing the perfumes really ruined the shopping experience for us which is why we left, the rest of the staff though was wonderful and really helpful

BOBBI BROWN COUNTER - After having a lovely and informative foundation session at the Bobbi Brown store in George Street early in the day on Tuesday 14th May 2024, my friend and I decided to go visit the counter in John Lewis after lunch to purchase a item which was I was introduced to at the George Street Branch. The younger lady who served us was very helpful but the older lady was damn right rude! Firstly, she was sorting out things on the counter, which were some of the items we wanted to look at. She didn't move, so we had to go to another section to look at them. To note, we were the only customers there. Then my mistake, I tested a lip gloss and tried it on myself. The moment, the older lady saw that, she said I can't do that, she then 'grabbed' it off me and said she now needs to throw it in the bin! She just did it there and then in an aggressive way. I agree, I had done wrong which I was very apologetic, however to have to experience that kind of reaction as a 55 year old customer, was upsetting and totally out of order from any shop assistant My friend and I felt very uncomfortable but we continue to purchase an item with the younger shop assistance. However if it wasn't for that younger shop assistance, Bobbi Brown John Lewis, would have lost our business as we would not have bought anything from that older lady. We would have instead just returned to Bobbi Brown in George Street or bought online. Normally, I wouldn't review negative things but 2 days later, I am still scarred from that experience.

Even though we do shop here quite often, both me and my husband will shop elsewhere. It used to be a pleasant experience to shop here, now nobody seemed to remember what customer service is. Employees seem to not be bothered at all. I personally had really unpleasant experience in ladies fitting room now twice in the row- lady who works there clearly doesn't treat all customers the same way, and while she wasn't rude,it wasn't exactly pleasant, making some people including myself feel like we don't belong there. Not everyone dresses up to go shopping and you shouldn't feel judged in the store you are planning to spend money... I had such bad anxiety after just trying on a few swim suits.. unfortunately that was the same for my husband while he was trying shoes... It's a shame, as we love the products and convenience of having everything in one place,but we will give it a miss next time.

Mikey on the Dior counter is just amazing. He's is so friendly and helpful.. Very knowledgeable and is definitely an asset to your store

Top retail destination in the now well established St James Merchant Quarter. Edinburgh East End excellence

Can I just say that the lady in the bra department is wonderful. She knows her range inside out and was expert at getting me the best fit and item for what I wanted. Cannot praise highly enough. She is a total star.

The cafe on top floor (5). There was a lady with red hair. What a credit to your establishment she was. She was genuinely so kind and helpful. Would definitely return purely due to how friendly she was. Thanks!

Lovely scone very easy self service great views and if you see Leona consider your self blessed loved it all would recommend

I really like John Lewis but I didn't like the lack of customer service at the Dior counter this afternoon- 10/04/24. I was looking at lipsticks and did want to buy one . The 2 members of staff at the Dior counter were too busy studiously avoiding my gaze,whilst engaged in a conversation with each other. I decided not to disturb their extremely important conversation and take my custom elsewhere. If you can't be bothered to engage with customers, then don't bother coming to work. Take a few days off until you CAN be bothered to do the job you are paid to do. I could have tried to attract your attention but its not my job to plead with you to serve me and take my sale. You were just rude and lazy.

In to order prescription glasses lovely selection of glasses very helpful lady assistant Molly . Went upstairs to the cafe there was a que once inside ok.Shared a nice egg mayonnaise roll and a can of sauvignon blanc wine. Would be nice if they had ice available .The coffee very pleasant not too pricy .

My partner has just bought me a some lovely perfume as a gift as lve been unwell... However he was utterly appalled at the lack of service received.Not only did the assistant not offer to giftwrap the present it was then just handed the perfume over not even in a bag with just the receipt..Having previously lived in France he was absolutely appalled as l was by the service received. Not even a thankyou or any pleasantries just a not very interested employee...Very very poor won't bother with John Lewis again...

There is not many people to help, and when you find someone they seem bothered to having to help you.

Margaret at the Creed counter was extremely patient and helpful and gave exceptional customer service to my friend visiting from America. He was also able to get 2 bottles of Creed for 2/3rds of price he could in the States and he was elated with the gift boxes. Thank you Margaret.

Givenchy Counter Beautiful girl Gillian served me, she gave me a sample of perfume as I was walking past her, I had to go back next day for the launch of the new perfume, its Amazing. Gillian is so professional, approachable and really knows her Givenchy products. She's a Star.

You've got to love John Lewis. This store has everything and the staff are really lovely and helpful. Definitely had improved over time. A trip to the centre must include a visit to JL 🙂

The fifth floor has a cafe with lovely view of the old town. We had afternoon tea with Victorian Sponge and Scone.

I did not buy anything but got here to elfeel s24 ultra and its buying options

Hehe. Love ourselves a wee Johnny Louis. Towel selection is selecting! The decorations were popping, but most especially the stoves were stoving... Great shop!

5개 층의 넓고 쾌적하며 골고루 다양한 제품이 좋습니다. 그러나, 내가 구입하고픈 라귀엘나이프, 오피넬나이프는 주방용 매장에도 없습니다. 좋고 아름다운 백화점 입니다. 몰과 함께 위치하여 식당 푸드코트.... 있습니다 . 좋네요 ^^

Super centrum restauracja thei 😍 palce lizać

Always enjoy going to John Lewis, staff courteous and helpful, also enjoy restaurant, enjoyable day out.!

Sorry for the long rant. We went to the store to buy a washing machine. The day it came it was heavely damaged. The lovely guys that brought it couldn't appologised enough even when it wasn't their fault. It look like it was picked up with a forklift and one of the arms smashed it all over the side. 10 min after they left a nice lady phoned us, told us that was the last one and that we would have a replacement by the end of the month, once it's back in stock. So far so good, apart from delivering us such a damaged product. The issue starts the next day, Friday, when I have a voice message telling me to phone John Lewis back. I do it and it's to tell me that I have to phone Monday to check if the model we want is back in stock again. I phoned, it's not. I need to phone Tuesday or the day after again. I feel that I'm stuck now on a loop of having to phone to check that the washing machine is in stock again. It shouldn't be my job to be sure of that. I paid for a product and service that I didn't received, and now apparently iit's my responsability to get the new one. I thought John Lewis' customer care would be better. Now the fridge has stopped workingand we need a new one. I'm going elsewhere.

Jo at Chanel was lovely. Very helpful and knowledgeable about the perfume I was buying.

I only ever leave 5-star reviews, and this is the first 1-star review I am ever leaving. This is a very long review but I need to get this off my chest. This happened a few months ago and I didn’t post anything back then because I just wanted to forget about the incident but I still feel so angry and hurt regarding it so I’ll post it now. For context, I am a 26 year old Indian woman. I went to the Chanel beauty section because I wanted to buy a foundation from there. The white male salesperson was busy helping a white customer, so after my friend bought something from Jo Malone (the female employee there was wonderful), I just waited and was talking to my friend (another Asian woman) while we stood in front of the Chanel foundation collection. Neither of us were even touching anything. While we stood there for 10 minutes, 3 different employees came up to ask us what we were doing there. The first one was a salesman from Sisley (a white man in glasses), he asked us what we wanted and when I told him I was just waiting to get some help with the foundation, he said “oh I don’t work for Chanel so I can’t help you with that”. So why are you coming up to us at Chanel and asking us what we want? The second one was a white lady, and I think she was a general JL employee and didn’t work for any particular brand. She too came up to us and asked bluntly what we needed and I told her that we were just waiting for the Chanel employee to help me with the foundation colour match. She said “he’s busy so you’ll have to wait”. Like??? That’s what we’re doing!! The same thing happened with yet another male employee coming up to us and asking if we needed any help. At this point, I was getting irritated because it felt like out of all the (majority white) customers, we were being treated with suspicion because we were brown-skinned Asians who somehow had the audacity to stand near Chanel products. After the Chanel employee was done helping the white woman (a good 20+ minutes of service later), he finally came over to us and asked us what we wanted. He was EXTREMELY unenthusiastic and unfriendly, and when I just asked him which shade he thought would suit me, without even looking, he said “we don’t have all the shades here, you’ll have to go somewhere else”. Literally ALL the shades were available as testers so I was very confused hearing this. I told him “I just want a shade match, so you can try matching me using the tester shades”. After a lot of reluctance, he picked the LIGHTEST shade and swatched it on my hand (keep in mind that I’m a brown Indian woman). I told him that it was too light for me and pointed at the tester shade that I believed would be a match for my skin tone, and he very rudely said “I told you we don’t have all the shades, you can check somewhere else”. I thanked him and left, but I felt so humiliated. You can spend 20+ minutes serving a white woman but you can’t even spare two minutes helping an Indian woman? I buy from luxury brands quite often and never have I ever encountered such staff acting like I’m there to rob products from the store. And then acting so rude and unhelpful when asked for assistance. Please train your staff better. There is no excuse for such racist behavior. I will never buy from JL again. I went to another beauty shop located within St. James Quarter (H Beauty) and a lovely female employee there helped me with finding the correct Chanel foundation to buy. I have therefore only been purchasing my beauty products from that store since last year. Rant over. Thank you.

The restaurant/ cafe was lovely and a pleasant experience. However, the Jo malone ladies were rude and ignored me. I was made to feel like I was pestering them when I wanted to pay for my products and I would rather just go to the stand alone store next time

Awful customer service. The ladies at the perfume shop will smile and speak kindly to you only when buying something, but if you'll have to return the product, the story will be different. I bought a perfume two days ago, which I had to return yesterday because I found something more suitable. The lady who did the refund put a disgusting face to me, looked at the product as if it had something weird on it, and asked me "for the bag it came in". I said I had no bag because I didn't buy one at the moment I purchased it, I took it from the shelf and went to pay for it. She kept looking at the product with a strange face and when proceeding to give me my money back she asked for her colleague for help. She then told her, "well there is no damage", but she doesn't have "THE BAG". I already told her I didn't have any bag BECAUSE I DID NOT BUY ONE. A good customer service is completed with a nice attitude even if the customer has to return a product, not only when you are paying. Terrible experience that made me feel like a second category human because of having to return something.

Went for breakfast with daughter & baby granddaughter the staff In the restaurant were so helpful it was such a lovely experience

I would just like to thank Connor in the nursery section ,who went above and beyond to help a struggling pop pop pick out and put up a stroller for my grandaughter Eleanor, well done Connor and John Lewis.

Don't expect good service from the restaurant. Staffed by students who are more interested in talking about their assignments than they are serving customers. We visit the one in Newcastle regularly and it's great. Edinburgh however, leaves a lot to be desired.

After visiting The Place to Eat in Cheadle where cakes and pastries are uncovered and unsupervised, the Edinburgh cafe was a much more hygienic experience. A member of staff not only serving the cakes but also knowledgeable and selling the cakes to me with great descriptions. Hot drinks dispensed efficiently from a counter. Clear flow to the till. Cheadle staff should visit to see how it should be done! Oh and the view over the city and beyond is an added bonus!

Comprehensive large quality department store in new shopping mall

Poor layout, have to queue for drinks in one area, then you have to queue again if you want hot food, then queue again to pay. Food cold the time you get to a table. Roll with sausage was ok, apricot danish pastry was nice, coffee ok, had to find a table which was clean, not enough staff clearing tables, won’t be rushing back.

Silver bracelet for granddaughter required.Good selection.

Browsing the women's department for holiday items (off in 2 weeks) We were fortunate enough to speak to Laura who very kindly went & searched for items for my granddaughter. Laura went out of her way to help us & found two dresses that my 13 Yr old granddaughter loved. Thank you Laura so much for your help

I visited the women’s wear dept and got treated wonderfully by your expert staff. I find clothes shopping difficult and nothing was too much trouble for your brilliantly knowledgable & helpful staff. The next day (after my incredibly enjoyable shopping experience in women’s wear) I decided to go back to JL and visited the tech dept and again was very ably assisted by a lovely gentleman who helped me pick out a software package that was just right for what I wanted and for my budget. Finally, on my way out I stopped at the perfume dept and two ladies brilliantly helped me pick out just the right scent for me. As someone who shops sporadically, I cannot recommend John Lewis staff more highly. My only disappointment is I’ve been unable to recall the helpful team members’ names! Thank you all once again. Alison

Bought a fridge several weeks ago, and was served by Gary who was so informative, knowledgeable, and really helpful. He advised on a fridge suitable to my needs, he did not try to sell me more than I specified I needed. I really appreciated this approach, and will be back to buy a sofa in the coming weeks. Excellent customer service, delivered on time and excellent communication regarding delivery, you just can’t beat it.

Very disappointed placed Clarins order, should have received £10 discount and free gift, didn’t get either, hadn’t pressed correct buttons, when will Companies realise that some 80 year olds are not computer literate. After contacting customer service told nothing could be done. You can’t even speak to the store now, how ridiculous 😡

Rude lazy staff, really disappointed as I used to come here to shop. Came back for a holiday and wanted to buy a down duvet set. Queued up to inquire whether they had king size stock, only to tell me to fetch the package for her to scan as the staff was too lazy to go herself. It is a bulky item. Not impressed, rather spend my money elsewhere. Plenty of other department to go to with better service.

Love this store, been going to it for years. Love the layout. Still working on their Christmas shop when we went in, so a little disappointed as it was on their store directory display(4th floor I think)-hopefully will be open soon! Great prices for fragrance and great selection.

The opticians are unprofessional and incompetent. I bought a pair of Lindberg glasses from here and received them quickly enough. However, the employees messed up the frame fit several times to the point the frames were bent out of shape beyond repair. Eventually, I asked for a refund through their “no questions asked refund policy” and they refused, stating that I was told the frame likely wouldn’t fit me; I was not told this and if I was, why on earth would I buy them? The in-store manager didn’t even know about their returns policy and even accused me of lying! I was forced to escalate this to John Lewis management who issued an apology and refund.

Coffee shop on 3rd floor of department store. Doesn’t have the view of the one on the 5th floor, but the espresso drinks are good.

I went there to get vacuum bags, though they didn't have them in stock. Mr. Steve has helped us find them and has been really polite and friendly.

Poor experience buying a CD/Radio player. The staff member was reluctant to leave his screen and communicated in huffy grunts. Totally lacked enthusiasm. I was going to buy it anyway but I'd expect some salesmanship and service. Perhaps he works for Amazon?

We have persisted with this place since it was redesigned a few years ago. The service area layout is terrible from an ergonomic view point. I don't know who designed the customer flow area but they certainly need to go back to school! The coffee is always lukewarm and today I again asked for it to be "as hot as possible". It was lukewarm again!. I have given up taking it back and waiting for a fresh cup and have recently taken to using the baby food microwave oven to heat it instead. For the money you pay, we really shouldn't have to do this. Also the scones are quite heavy and doughy these days. Today was the last straw for this level of service and we will not be returning. There are other places better than this in Edinburgh. Its a shame as before the redesign the old place was really quite good!

Top floor restaurant great for views and chill (but they close pretty early). Dogs allowed in store (apart from the food areas). Very good deals at the end of the sale period. As with all JL stores, customer service can be great but really dependent on individual team members. Which is a shame, given that some people come to JL to treat themselves, it would be nice to always have great customer service.

I wanted to buy a Bluetooth speaker and whilst the young man and lady were very helpful the displays weren’t really working properly, stock was very limited which reflected on what I was able to buy .

Now open in St James Quarter and accessed on all levels the store has retained its original layout. It still has quality products and excellent service, all at competitive prices. On the fifth floor is 'The Place to Eat' serving drinks, cakes and hot food. There are a good selection of yummy cakes and drinks. Full height windows give marvellous views over Edinburgh looking to the River Forth, but these could do with a good clean outside.

Wonderful store and I use it a lot. Especially enjoy visiting Sian at the Givenchy counter for make up tips and to buy their latest skincare and makeup products. She's a kind woman and really skilled. Love John Lewis