Joules Reviews

Really disappointed that a reputable company such as joules has really poor policy's and customer service. I ordered over £100 worth of clearance items which when I received, I had been sent the wrong item in the completely wrong colour. I had also purchased a coat that was no where near true to size and was far too big. I looked on the website at the coat and it had gone back to full price. Conveniently, they do not offer exchanges so I have to return and purchase full price if I want the coat. I contacted customer service and was basically told there's nothing they can do and they wouldn't honor the clearance price. It's my first time ordering from joules and have always loved their stuff but I cannot begin to tell you how utterly disappointed I am. It feels a little bit like I've been scammed!

I have been a fan of joules for years got introduced to the company by my mother who shopped before they had their own brand. However over the last year, their quality has not been it. The last straw was a dog bed that is not in direct sunny like changed colour green to brick read in 3 month and when email their customer service about what could be done. Heard anything back.

Ordered on line product arrived with security tag on . Went to store who told me to contact joules via social media . They responded a couple of time then nothing. If you have a problem with an order . It is not dealt with as u would expect. Don't buy on line . And I won't be anymore. Really poor

I ordered a packable rain coat which is supposed to come with a separate bag so the coat can be packed away when not in use. When my order arrived there was no bag.
On this basis, the item I received was not as described.
I've emailed but no response after 4 days.
It looks as if I will have to go to the inconvenience of returning the faulty order and waiting for a refund. Looking at the number of complaints around refunds, I can see me ending up claiming the refund through my card provider.
I'll not be ordering again and can't recommend anyone else does either. With no viable customer service in place, Joules does not deserve the custom.

Appalling customer service!! As a regular customer I am angered that I ordered in the recent sale items from Joules but also two ‘friends of Joules’ items. I was charged 3 different delivery charges, but the pyjama shorts set I ordered only turned up with the shorts - no discount, no refund given and I have sent Joules 3 emails but no reply. I don’t have a return note to even send them back (and I expect even if I did I would have to pay for the ‘service’. Total scam taking my money and not even giving me the full order, then simply ignoring emails 😡

The item was shipped after the timescales. They’ve suggested it’s been delivered & sent me a photo of a front door that’s not mine, which I’ve told them. I was told this would need to be investigated, but I’ve had no acknowledgment of this, no timescales of when to expect this to be resolved. I’ve now paid for an item I don’t have & looking online it’s no longer in stock. I’ve not ordered from Joules before, and this has really put me off doing so ever again.


The response they’ve given provides an email that doesn’t work. The fun continues!

Never had a problem with a refund, I often over order as sizing can be off or items not quite as on website. Most items of good quality but I had a T-shirt arrived stain already which I only noticed too late so be careful with that. Friends of joules refund are really slow so be aware. Return policies have now changed so buyers beware of return period!

Seems to be friends of joules are problem
Ordered a large dog mama t shirt am size 14 so ordered a large so not too tight. More like size 10 !!!
Sent back beg June stupid tiny paper label inside plus big questionairre on why sending back
No refund
Contacted them by e mail had receipt from post office but think have lost money now
Just stick to being joules they let you down !!

Terrible service yet again, paid for collect plus at chosen pick up point for item not to arrive! Had email to say order had been despatched, tracking says still with joules distribution centre! Was meant to be a gift, but to late now! I really will stay clear from joules from now on, great clothes but delivery can never be relied upon.
Shop elsewhere for super fast delivery as standard from other retailers!!

Parcel never arrived, apparently issues with Yodel. No more in stock. Very disappointed...
Item back in stock but no additional discount for inconvenience of having to reorder. Offered £10 off another full priced item. I ordered the coat on sale for good reason, would never buy on full price. Clothes are generally good quality. Customer service is blinkered.

I placed my first order prior to reading Trustpilot and was extremely concerned to say the least! The order arrived on time, kept some items returned others to my nearest store. Refund received into my bank within 24 hours - no complaints after all the worry!
Placed another order very soon afterwards. Sadly this didn’t go to plan as the Joules email system went down hence no confirmation or despatch email received. To make matters worse Yodel had the cyber attack resulting in me being unable to collect the parcel due to not having a collection code.
Credit to Lynne a Customer Advisor on Live Chat, she went out of her way to sort it out. As I needed the goods ASAP I decided to abandon the order, not knowing when and if Yodel would issue a collection code. Again, refund in bank within 24 hours.
Maybe I’ve been lucky but I cannot fault the Customer Service I have received particularly from Lynne who responded promptly on Live Chat and happily sorted the issue for me despite the problem being with Yodel and out of Joules control.

OMG stess or what, 4 days trying to place order, online chat crap, they do not answer phone. The British is gone out of Joules. They can stick online and the stores, plenty shops out there to give my money to, bye and good luck.

Clothes are the best quality and now they do bigger sizes it’s even better.
From the store to buying online the experience is great

I ordered a Blazer that never came and then was informed that it was unavailable. I am still waiting for my refund that Joules said would take 3-5 working days. It's now been 8 working days. They are still falsely advertising the blazer. What a bunch of clowns.
As you can see from other customers the complaints are now building up.

I received items covered in what appeared to be bird faeces. I was appalled that my hands were covered in faeces when I put my hand into the package to retrieve the clothes. The clothing were not in plastic bags which may have protected them. The faeces smelled infected. I couldn’t get through to customer services via the phone or webchat. I sent the information via Joules webpage to inform them of this unacceptable incident with a photo of the animal faeces inside the bag. I binned the clothes as I didn’t want infected clothes in my washing machine or home & didn't feel able to return as a Joules employee would have to deal with faeces. To be completely honest I didn’t really know what to do as I have fortunately never received clothing covered in faeces before.

Many days later I finally received a response which appeared to minimise the incident stating the faeces was on the outside & requesting that I return the goods. If I had received a timely response I could have reluctantly retrieved the infected soiled clothes however our bins were collected & this was not possible. I explained this to Emma who emailed from Joules & she advised me that there were no options to refund or issue vouchers to the same value as the goods were needed for quality control purposes. This was hopefully an unusual one off situation & if I had received contact when I telephoned, tried to communicate via the webchat or a timely response to my query I would have been able to adhere to Emma’s request.

I find the whole situation distressing & am really disappointed in the response. It is unacceptable to send clothing covered in animal faeces that smells infected to customers. Please check your bags carefully before putting your hands inside any Joules parcel.

Reply to Joules response: I was in contact with your customer service team. However, I am not satisfied with the response that there were no options to refund or issue vouchers to the same value as the goods were needed for quality control purposes. I do not wish to email or telephone Joules again as I feel it is pointless.