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Joules - Shambolic customer service

(10 Posts)
Uhohmummy Sat 04-Nov-17 18:03:43

I recently bought some Chelsea boots and a child’s coat from Joules online. The coat areas too small and needed to be swapped and the boots were faulty and started falling apart on the first wear. I understand both of these things happen and are not necessarily Joules’s fault. But the customer service I received in trying to sort them out has been awful. No response to emails, no calls back when these have been requested and assured, being told conflicting information. Apparently they have just changed their policy and don’t offer exchanges anymore, despite telling me 10 days ago to return the boots for a new pair. It’s a complete shambles and I won’t be ordering from them again. It’s just not worth the headache dealing with them.
Has anyone else experienced this?
(Rant over)

swimster01 Sat 04-Nov-17 18:21:37

Yes they are dreadful - I only buy Joules via John Lewis now

whereiscaroline Sat 04-Nov-17 18:52:23

Yes, awful. DP got a winter coat last year, the buttons started coming loose after first wear. They were completed disinterested and unwilling to help/refund and had to be chased for email responses.

Grumpbum Sat 04-Nov-17 18:57:49

Completely agree, with regards to the Chelsea boots I had the same issue returned them and bought a pair of leather £40 sainsburys ones which are more comfortable

LesDennishair Sat 04-Nov-17 18:58:40

They're terrible. Automated type responses, if you get one at all.
One person I spoke to said they couldn't speak to me about my order without me first giving my date of birth 'for security' which I didn't of course (though I could have made anything up).

MadisonMontgomery Sat 04-Nov-17 18:59:25

Wow I’m really surprised - I’ve only dealt with their customer services once, some years ago and they were amazing, couldn’t do enough for me. I guess that’s gone down the drain with their quality.

MamaOfTwos Sat 04-Nov-17 20:29:25

I've had 2 small issue with Joules and they've always fallen over themselves to help me over the phone. But I did spend £2k or so with them last year blush

TheScottishPlay Sat 04-Nov-17 20:52:07

Yes, shambolic. The gels on the 'help'line seem fraitfully good sports but appear to have no customer training or service level guidelines at all.

Uhohmummy Sun 05-Nov-17 07:14:29

Ahhh that’s a shame it’s not just my experience. At least I feel justified not to order from there again.

Fluffycloudland77 Sun 05-Nov-17 08:59:19

Email their CEO. That usually gets things moving.

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