Joules - Shambolic customer service

[Uhohmummy]

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]

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

[whereiscaroline]

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]

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]

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]

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]

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

[TheScottishPlay]

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]

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

[Fluffycloudland77]

Email their CEO. That usually gets things moving.