John Lewis customers have come to expect excellent customer service – but does this hold true when you’re buying carpet? Find out what its carpet customers think.

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John Lewis scores an impressive 81% customer score in our 2019 carpet shop survey. It comes second in our table, behind independent retailers, which get 90%. When we asked about individual aspects of the carpet buying process, John Lewis got four stars out of five across the board, except for its range of carpets, which got three stars. If you’re after a new carpet and want good in-store service and reliable delivery, John Lewis is an excellent choice. If a wide selection is your main consideration, find out how other companies did for range of carpets in our overall best carpet retailers.

81%  customer score

2nd out of four carpet shops

John Lewis carpets: member views

John Lewis’s high customer score is reflected in many of the comments from our survey participants.  “Top quality, top service, as always.” “Everything went well from start to finish.” However, some of its shoppers did have some negative installation stories.

“Terrible fitting. Very difficult to communicate with centralised customer services.”

“The fitter only brought a youngster with him even though the job required heavy furniture to be lifted.

When he tried to move a table on his own, one of the legs broke. I had to intervene to prevent injury and further damage.”

John Lewis carpet range

John Lewis stocks a number of different carpet brands, including Alternative Flooring, Brintons and Westex, as well as its own range. It also sells underlay. Prices range from around £14 per square metre for an own-brand twist carpet to more than £95 per square metre for a high-end velvet carpet.

Underlay costs between £6.50 – £12 per square metre.  Interest-free credit is available as an option if you spend more than £1,000. You can spread the cost over 12 months or, if you spend more than £3,000, you can choose to pay over 24 months.

John Lewis carpet guarantee

Every range of carpet comes with a two-year installation guarantee.

John Lewis delivery and installation service

John Lewis has approved John Lewis & Partners fitters that it recommends to install your carpets. You’ll be offered a free home estimating appointment, at which they will calculate your estimate on the spot. You’ll then be able to book in and pay for your fitting.

John Lewis carpet complaints procedure

If you’re unhappy with the service you get from John Lewis, your first port of call should be to contact its customer service team on 03456 100 359.  If you feel that your complaint hasn’t been resolved well enough, get in touch with its head of customer service, available at the following addresses:


By post: Head of Customer Service John Lewis & Partners 171 Victoria Street London SW1E 5NN