I ordered directly from the Joules website last week for the first time. My understanding was that Joules is a really good quality brand and I expected decent customer service.
I got a 'confirmation of despatch' email pretty quickly and was quite excited that the goods would be with me soon. Within the despatch email they include a link to track your order. To cut a long story short I went into the email for the next 5 days and clicked on the link which kept coming up as invalid. Finally on the 6th day after receiving the email confirming desptach I emailed them to say that I thought the link in the email wasn't working and could they come back to me with details of my order.
I waited 24 hours with no response (not even a standard we will be with you when we can type response). So I emailed again and tried both the email at the bottom of the email and went on their website to find customer services email address. Another 24 hours - no response. Yet another 24 hours pass with no response to either message and I forward the previous messages to both email addresses. Fast forward another day - nothing.
I think this is rude. I spent over £100 (so probably a drop in the ocean to them) but that is not the point - it is really poor customer service. As it happens the goods turned up after the first two emails. I'm disappointed except one item but I'm tempted to send the whole load back and get a refund as I feel cross and annoyed at the lack of any response. I'm really astounded by their lack of customer service.
I think it really shows their brand in a bad light.
Anybody else encountered this or have I just been unlucky?? I feel like the invisible woman!
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Anybody else had customer service issues with Joules?
10 replies
sarahlundismyheroine · 30/06/2012 09:34
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