Absolutely shocking customer service - without a doubt the worst experience I have ever had with any company! I have always really liked Joules clothes, and had become a dedicated customer of theirs over the years, but this experience with them has put me off so completely I will now actively discourage people from shopping there. In February I invested in a coat from Joules that I really liked - it cost £139 which is a lot of money for me but I trusted that because of the brand it would be good quality and long lasting. Within a week feathers started poking out of the coat all over, the down filling poking through the lining. I wasn’t sure whether this was a common occurrence or I had simply got a faulty item, but with the encouragement of family I reached out to Joules customer service to inquire as to whether this was a quality issue. They got back to me promptly telling me to return the coat to them by post, providing a postage label to do so. I was a little shocked and reluctant because I still really liked the coat, but it had been a lot of money for something that now seemed to be falling apart. I trusted in Joules customer service and sent the coat back. BIG MISTAKE. Weeks passed and I heard nothing from them. No confirmation of receipt of the return, no follow up emails, and absolutely no sign of a coat or of any customer service at all. Worried, I reached out to them again on the 16th March, a full 14 days after I had returned the coat; only to receive what felt like a very formulaic email from another customer service rep telling me that they had not received my return. This was to become a pattern of my experiences with Joules in the MONTHS to follow. They did however inquire as to whether I had retained my proof of postage (which does feel a little accusatory, but whatever) and thankfully I had, and kindly pointed out that if I had indeed retained the proof of postage I should be able to track the return package through the Royal Mail website. I did so, and it proved that my package had been received by Joules on the 4th March. Now feeling rather annoyed and frustrated (not to mention still out of pocket and without a coat), I sent back an attached copy of my proof of postage and explained what the Royal Mail tracking had revealed. The same rep responded, only to ask if I had also retained my original proof of purchase for the coat. ?! This rankled me, because instead of apologising or actually resolving the issue their end it felt like they were now investigating my legitimacy as a customer. Not exactly a stress or quibble free returns process. Fortunately I did still have the original receipt, and so sent them an attached copy of this also. Another email response, this back and forth with customer services now taking us to the 20th March - but they were now apparently satisfied I was a genuine customer. Great. So did I want a gift card or a BACS refund for my purchase? At this point I really just wanted my money back and not to have to deal with them anymore, so requested a BACS refund and provided the necessary details while hoping for no further problems. The rep assured me he had raised a request for my refund and the money should be back with me within 3 working days. Well obviously it wasn’t, or I wouldn’t be writing this gargantuan complaint. 6 days later, the 26th March: I wrote yet another email inquiring after the progress of my refund. This time I received an automated response saying it may take up to 72 hours for someone to get back to me. Really?! I was not happy at this point. I wrote to them again on the 28th expressing my disappointment and stating that this really wasn’t good enough. I received a rather curt response the next day from another rep thanking me for my response (?!) but simply stating ‘Please be advised that a BACS credit can take up to 5 working days for us to process, therefore, if this is not showing in your bank by Monday at the latest, please contact us directly.’ What?! No apology, no resolution, and a complete contradiction of an earlier statement. It was then I decided to open a case through Resolver to see if that garnered any more positive results. This got a response from the rep who claimed to have raised my refund request in the first place... informing me that the ‘fiance’ team had come back to him with the news that ‘the BACS payment details we gave them were incorrect.’ No. Nuh uh. The details YOU gave them may have been incorrect but I quadruple checked the details I provided and they were 100% accurate. Mistakes happen I get that, and honestly if I’d just gotten an acknowledgement that they’d messed up, or an explanation and an apology I would have been fine about it, but to try and make out like it was my fault in some way after all of this run around was utterly scummy. I reiterated my details and waited some more. On the 9th April I received a message from yet another rep claiming that NOW my refund had been requested, and it should clear into my account within 5 working days. On Monday 15th April I FINALLY received my refund. I have had no further communication or apology at all. As someone who has worked in customer services for years I find this genuinely disgusting, and very disheartening from a brand I genuinely liked and trusted before this experience.
Review by Vinayi8 months ago
Great speedy service, fantastic quality of clothing
Review by Kannan Hinchcliffe8 months ago
I love the quality of Joules clothes. Their coats and socks are particularly warm and cosy. And what lovely colours too! The staff are always very polite and helpful.
Review by Tranna Felipi8 months ago
Excellent company, great clothes and consistent excellent customer service. Couldn’t recommend enough!
Review by Dianalynn8 months ago
Great company, products, quality and customer service.
I have been using them for me and my children for years and you just can not beat them in my opinion.
Review by Julesdmb8 months ago
I found Joules here in the USA by an ad in People magazine that offered a 20% discount code. I ordered a jacket & some rain boots. I entered the code but no discount was taken off of my order. I processed it anyways but sent an email to Joules twice about it w no response. Once I received my items I realized the jacket was not going to work. I returned it the same day I received it. I never even tried it on. I saved copies/pictures of all receipts & returns. I have yet to be informed if they have received my retuned item, no refund has been given & I still have yet to hear as to why my 20% code was not applied. I sincerely wish I had read the reviews prior to ordering. I would never have done business with them & guaranteed once I receive my refund I will not be doing business with them again.
Review by Canstruction8 months ago
Beautiful, well-made clothing at an affordable price
Review by RiderGirl Kaltenbrunn8 months ago
I bought a waterproof coat for my son which clearly has a design flaw as the pattern is rubbing off after only a few wears. I have since seen other negative reviews saying the same thing about the coat. I emailed Joules about this 10 days ago and they have never replied. Given their terrible customer service and other issues I've had with their clothes I will not be shopping with them again.
Review by Trifko8 months ago
Bought a £100 quilted jacket and was deeply disappointed by its poor quality: it is apparently not waterproof (which is unexpected for a winter jacket), and once rain gets through, the inner fabric of the jacket loses its colour, which damages whatever you are wearing below.
Absolutely not recommended.
Review by Bedel Kaehne8 months ago
Great hat and quick delivery when needed urgently
Review by Saeedah Ptasinski8 months ago
I visited the outlet at Gloucester Quays on Saturday April 20th April. The store had great offers & there was an additional 20% off so whilst buying presents for my nieces birthday I was also able to treat myself to a dress in the sale! All true bargains! The store was relaxed, very clean & tidy & the staff were very helpful when I visited the fitting rooms with the dress in a couple of different sizes. Great service, products & prices.
Review by Hillius8 months ago
I regularly shop in store in joules near me (ringwood), I find the clothes good quality, and good value when in the sale!
Review by Cutesy8 months ago
Good quality of clothing and even after numerous washes still look new
Review by MAguas8 months ago
Excellent quality products and fast home delivery. Sometimes click and collect takes a while.
Review by Syefa8 months ago
Excellent quality and service all the time
Review by Pernell Philbert8 months ago
Very good quality clothing, ideal for my outdoor lifestyle. East to order on line and handy as there is not a Joules store near by.
Review by Wady8 months ago
Amazing quality and beautifully styled clothes. Especially great when in the sale!
Review by Barom McOnie8 months ago
Lovely quality of clothing be nice to have more choice of products but overall quality and service brilliant .
Review by Alip8 months ago
I have quite a few Joules items in my wardrobe. The quality is outstanding and you can rely on good quality fabrics finishes and attentive staff. Would definitely recommend in fact I have on several occasions to family and friends
Review by Cedes9 months ago
have purchase 3 gifts from Joules within the last few months and a scarf for myself (as it was in the sale) I am extremely impressed with the speed of standard delivery and the quality of the products.
I will definitely purchase more in the future.
Review by Customervincent Margevicius9 months ago
I love Joules clothing and like it for myself and my 2 boys. The coats are fantastic.
Review by Recep Ralhan9 months ago
Lovely, just what I needed, all the pockets in the right spot.
Review by Kotryna Nutbeam9 months ago
Great quality, unique products that make you feel good when you wear them!!!!