Unable to speak to anyone in Horsham store regarding getting costs for curtain fabric. Put through to central call centre who were unable to help, you can’t do click and collect on curtain fabrics from catalogue book as product code is for manufacturers not John Lewis. I was told I would have to go into store to obtain a price per metre. John Lewis get your act together this customer service is rubbish. Also, the web gives the public a Horsham contact number for the store which goes through to a central call centre. What a waste of time.

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.

Really nice shop with some lovely stuff. Utterly crazy that the returns desk is upstairs in the queue with everyone else when customer services is downstairs (and invariably very quiet!) Cafe is nice too, good food and great coffee. A really good place to sit and watch the world go by while having some breakfast. A little expensive maybe. Staff are always friendly and helpful.

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.

John Lewis & Partners Horsham is a great place to shop for homewares, furniture, and clothing. The staff are always helpful and friendly, and the store is well-stocked with a wide variety of products. I recently bought a new sofa from John Lewis, and I'm really happy with it. The sofa is comfortable and stylish, and it was delivered on time and in perfect condition. I would definitely recommend John Lewis & Partners Horsham to anyone looking for quality homewares.

Customer expectations exceeded today by Kevin in the baby department. He couldn’t have been more helpful, he even went the extra mile by presenting us with a pink toy bunny for our granddaughters birthday Thank you Kevin , you are a credit to John Lewis

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

We came here today as a family to meet santa. The staff that were working in the grotto were amazing and so kind. We were worried about my 3 year old as he can have random meltdowns but he was so good and that is thanks to santa and his little elfs. Just a massive thank you to you all there

Had a lovely experience with John Lewis as we had booked for a All things baby tour with the team as we were going to have our first baby soon. The whole appointment was really worth the time and as being the first time parents we had a lot of questions and the our guide was really a lovely lady and explained everything very clearly & patiently to us. Highly recommended and this was free of cost.

Great place but short on staff to help. Nespresso are no longer in the lobby. Bad news for pod recyclers.

Plenty of choice in the John Lewis at home part of this building, from tv's to towels and a good size Waitrose story in the other.

Wanted to buy a tv. Only 1 member of staff around talking to another customer. Staff member didn't know how to connect sky q to the TV he was buying so I ended up helping the customer and left feeling disappointed the staff member didn't know a basic electrical question.

Very disappointed with JL having tried unsuccessfully to buy 2 identical cutlery sets for a special wedding present only 1 set available in the local Horsham store despite 2 showing in stock on line-the set I choose cannot be ordered online so I bought the one set they could find in the store with absolute assurance a second matching set would be made available from another store but despite a phone call on Monday I’m still waiting for an answer! Apparently the information given to me in the store was incorrect-I am left with one set of cutlery and no resolution -very disappointed with the store I specifically chose this shop for its excellent service but feel very let down 🙁

Laptop had come faulty and in a previous branch they had me pay although it was under warranty. After getting laptop sent back and it was still faulty I came to tech support at this branch (horsham). The tech support team Ben and Josh were great help and went over and beyond to help solve the issues.10/10 customer service, brilliant help.

Absolutely fantastic experience today in the bed section. My nan was looking for more supportive bed accessories, and Su was absolutely fantastic. She was so patient and listened to everything my nan said and offered great advice and recommendations. When it came to purchasing the goods, Su walked us through ordering and was absolutely amazing throughout the transaction. She is an absolute credit to John Lewis, thank you Su!

Husband and I went in this store twice this week to look at various options for a new TV. Josh from the techincal team was outstanding - excellent customer service and very helpful and super patient. Great service!

I returned a faulty small electrical product to the Horsham store today. I have had it for 23 months and got it replaced with no problem whatsoever. What is more the price has reduced since I originally made the purchase and was given a refund for the balance. The tech staff in the store were really friendly and helpful. I can’t speak more highly about the service I received. This is yet another reason why I use John Lewis whenever I can.

Ordered dinner service and bought a few items on floor with towels etc 2 ladies were charming and helpful didn't like how a male member of staff came to the till and started to rant at the 2 ladies most unpleasant

Was rushed with my order, staff were rude and the hot chocolate we received was lumpy and not done to a nice standard. Shambles. If your short staffed in the cafe don't have it open, at least a 20/30 minute wait.

Apparently “the system” is more important than customers, and customer service are happy to lie to customers. I bought 3 high value items from john lewis this month, one was an advent calendar online. It arrived with one item smashed with tiny glass fragments all over the box. After spending an hour on the phone and uploading photos of the damage and the glass, a full replacement was approved. I got a confirmation that the replacement was shipping to Norwich and I could drop the damaged item there. I was happy. Today, i got a phone call saying first that the item had been delivered to the wrong store (not true - the tracking number showed the delivery was paused), and that i needed to return the item first before a replacement could be shipped. Apparently ‘the system’ cannot be overridden, so now I’m having to get my mum who just recovered from covid to drive me into norwich on a Saturday with my 6-year old to drop an item so I might be able to get a replacement before i leave the country on Monday. Any company that lies to customers and uses ‘the system’ as an excuse is treating their customers like they’re stupid. Lost my business.

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.

We purchased a Delonghi Coffee Machine From John Lewis Horsham .It went wrong after 5 Months ,John Lewis Staff were Fantastic and knowing how we love our coffee gave us a brand new replacement machine .Josh and John are a credit to John Lewis. Thank you for excellent help and the kind way you dealt with this complaint ,Always buy from John Lewis their after Sales service is Faultless. They have never let us down, 5 star after sales Service, J Myers

Why wait to tell us only five dishes are available when we have been queuing for 15 minutes...! I really wouldn't have bothered queuing if I'd have known most of your menu wasn't available. Staff are lovely as individuals, but as a team and a cafe... just a let down for the John Lewis name really. Cafe team, please think about the customer experience. A little bit more thought and communication would go a long way. A note saying what you have available that people can see in the queue would be a start....

A nice place to shop, warm and friendly

Very disappointing. Tried to purchase a dinner set, only to be told that the price displayed on the shelf was not what was on the system. Was informed that they were under no obligation to sell for the displayed price.

JL and Waitrose excellent shopping experience plus good coffee and cake. Parking excellent plus free 30min and £2 parking refund when you spend £10.

It’s nice and tidy. Really hard to park at the times. We’ve bought a kitchen scales which weren’t great but got refund easy enough. 👌🏼

Not impressed with John Lewis customer service at all, brought laptop 7 months and now problems starting up, after phoning head office and got nowhere, took it into store Horsham store where I would like to thank Sian and Igor for there non customer service support, after turning up and being told to wait for someone who will come to technical support to help, after Sian finished talking to someone non product related she spoke to an assistant who just looked at his watch and while she was probably explaining to him I was waiting he repeatedly look at his watch. i then told them if it was an issue me being there I would resolve it elsewhere. John Lewis customer service is now non existent as any other electrical shop offer the same guarantees and support.