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Original poster

Do you think Joules is going bust?

76 replies

SquirrelsAndCheese · 03/12/2021 12:32

They won’t refund me for a jacket I returned 3 weeks ago. I can see it’s been received by them (Royal Mail tracking).

I’ve tried ringing them - there’s a recorded message saying “due to high demand, they’re not answering the phones.” Hmm

I’ve just spent 37 painful minutes on their Online Chat. I got down from 62 to 11 in the queue. And then it suddenly disconnected me and sent me back to the beginning.

Meanwhile, they’ve launched yet another sale. (Trying to get cash flow?)

Do you think they’re in financial trouble? Or maybe I’m just bitter because I want my £80!

OP posts:
nanabow · 03/12/2021 12:34

I can't seem them going under at the moment, especially as they are pretty much online only.

However, they do seem to have lost their way with constant sales and lower quality goods. Such a shame because I really liked their stuff.

Ladyladylady · 03/12/2021 12:40

They’ve just moved to their new and very swanky headquarters in Market Harborough, Leicestershire . The shop in MH is always busy too

blissfulllife · 03/12/2021 12:40

I think it's the same with most companies at the moment. Had the joy of chasing a parcel up with dpd yesterday. They randomly returned it to the sender and now it's disappeared into parcel oblivion. There's no actual customer service, just online chats with most companies. Drives me potty

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Original poster
SquirrelsAndCheese · 03/12/2021 13:13

@Ladyladylady

They’ve just moved to their new and very swanky headquarters in Market Harborough, Leicestershire . The shop in MH is always busy too
New and swanky HQ?! Interesting! Clearly that’s why they’re holding on to my cost money! Grin
OP posts:
Original poster
SquirrelsAndCheese · 03/12/2021 13:13

Coat not cost!

OP posts:
Original poster
SquirrelsAndCheese · 03/12/2021 13:14

Yeah, I suppose you’re right about other poor customer service. I’m surprised they’ve held on to the money for so long though

OP posts:
jclm · 03/12/2021 13:17

I had a wait six weeks for M and S to refund!! Joules was about three weeks for me too

BleuJay · 03/12/2021 13:32

Have you tried messaging them through Facebook?

I recently had a query with a company and had no joy contacting them via phone, chat or email but they answered me almost instantly on messenger!

BleuJay · 03/12/2021 13:32

You can also make a claim via PayPal if that’s how you paid.

October2020 · 03/12/2021 13:34

I don't know but I do feel their constant sales have cheapened the brand massively.

PAFMO · 03/12/2021 13:38

No.
It'll be because of Christmas.
Their stuff is such good quality they won't go under. They're also expanding into more mainstream places. I can remember when DD was younger (she's 18 now) you could only find Joules at horse shoes and the odd garden centre where I live.

MissLC · 03/12/2021 13:52

I also think that some places are putting returns in quarantine before processing them but I'd be surprised if it was for 3 weeks

CaptaNoctem · 03/12/2021 13:54

I think they are on borrowed time too.

You can spot a Joules outfit at 100 paces ( that stripy top with the flowers is practically a uniform amongst their demographic). That's never a good thing.

I've never felt their clothes to be worth the money and much of the outlet stuff is bought in specially and is not great quality.

Meadowbreeze · 03/12/2021 14:02

I hope not! I've just left the post office returning a coat. They're normally amazing quality. On par with mini Boden and polar o pyret but this coat was so flimsy and so thin! We really wanted it to work as it was one of those that can turn into a bodywarmer. Sadly not meant to be.

TyrannysaurusXXrightshoarder · 03/12/2021 14:10

I had exactly the same problem about a year ago. I needed to be refunded for two items - one which broke immediately it was used and one that never arrived (they could see on tracking it hadn’t been delivered. They refused to refund because the items were from one of their ‘friends of joules’ and they weren’t responsible (not true as consumer rights act but anyway) and their ‘friends of joules’ wouldn’t refund either. I had to get both lots of money back from PayPal in the end. Dire company.

Xfox · 03/12/2021 14:12

They stopped answering phones when covid started. Probably decided it took up too much staff time to bother bringing back. I doubt they are going bust. Probably just going slow, and prioritising sales rather than refunds.

Original poster
SquirrelsAndCheese · 03/12/2021 14:16

@TyrannysaurusXXrightshoarder

I had exactly the same problem about a year ago. I needed to be refunded for two items - one which broke immediately it was used and one that never arrived (they could see on tracking it hadn’t been delivered. They refused to refund because the items were from one of their ‘friends of joules’ and they weren’t responsible (not true as consumer rights act but anyway) and their ‘friends of joules’ wouldn’t refund either. I had to get both lots of money back from PayPal in the end. Dire company.
Yikes, that’s bad! I don’t think I’ll be using them again after this! Glad PayPal got you your money back eventually
OP posts:
Original poster
SquirrelsAndCheese · 03/12/2021 14:17

@Meadowbreeze

I hope not! I've just left the post office returning a coat. They're normally amazing quality. On par with mini Boden and polar o pyret but this coat was so flimsy and so thin! We really wanted it to work as it was one of those that can turn into a bodywarmer. Sadly not meant to be.
The coat we returned was too thin too! Really disappointing. Hope we both get our money bank soon
OP posts:
Original poster
SquirrelsAndCheese · 03/12/2021 14:18

@BleuJay

Have you tried messaging them through Facebook?

I recently had a query with a company and had no joy contacting them via phone, chat or email but they answered me almost instantly on messenger!

Thank you, I’ll try this!
OP posts:
NumaNumaYay · 03/12/2021 14:23

Joules is the only shop I've had to chase up a return after quite a while, but to be fair they refunded me immediately after I spoke to them on their own chat on the website.
Always keep proof of sending!

Original poster
SquirrelsAndCheese · 03/12/2021 14:27

@NumaNumaYay

Joules is the only shop I've had to chase up a return after quite a while, but to be fair they refunded me immediately after I spoke to them on their own chat on the website. Always keep proof of sending!
The online chat cuts you off after about 30 mins - unfortunately that doesn’t give you enough time to get to the front of the queue! I have the receipt from the post office, thankfully!
OP posts:
GiantKitten · 03/12/2021 14:28

Try Twitter too, OP
I couldn’t get hold of La Redoute recently via phone or email, but Twitter worked very well.

GiantKitten · 03/12/2021 14:31

(Although la Redoute have DMs open, and Joules don’t Hmm)

idontlikealdi · 03/12/2021 14:49

Joules has been going downhill for years, 15 or so years ago it was great quality and worth the price, now not so.

Quinque · 03/12/2021 14:53

Try Trustpilot. I had a problem with a 6 week wait for a refund from Seasalt in the summer. Like you i honestly thought the company was in trouble, since they weren't answering the phone. I posted on Trustpilot and got a phoned apology and refund the same day!