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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:
woodhill · 03/12/2021 14:58

I've found Seasalt very good with deliveries and customer service

ferneytorro · 03/12/2021 15:03

I ordered a coat and swimming costume, took ages to come albeit they did email and apologise but a generic one so they are just slow with postage. Sent one item back took ages for a refund, so much so that I was girding my loins to make a call as I could see they had the item from my proof of postage.
So I think they are just slow, slow to driver slow to refund and I think that’s in stark contrast to other online retailers,

LunaTheCat · 03/12/2021 15:07

That is appalling service from lots posters!
Just boycott them nail it improves!
“The Great Mumsnet Boycott” - imagine the headlines in The Daily Fail!

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General health
Meadowbreeze · 03/12/2021 15:19

@LunaTheCat Hmm there's hardly enough comments to warrant a boycott.
I never understand all these mentions of articles. I'm yet to see one written basen on a thread on here. The amount of times it's mentioned on here, you'd think this was daily mails only source of information.

Original poster
SquirrelsAndCheese · 03/12/2021 19:35

@Quinque

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!
Thanks be just looked on Trust Pilot and there are lots of people reporting the very same thing I’ve experienced! With near-identical stories and timelines. I’m now genuinely quite worried I’m not going to get my money back. Sad
OP posts:
Meadowbreeze · 03/12/2021 20:23

I'm such an idiot for not keeping the post office receipt. Hopefully I get my money back :(

InsaneInTheMembraneSweep · 03/12/2021 20:26

Joules currently owe me £150 in returns and won’t respond to any of my emails. It’s driving me insane!

DobbyTheHouseElk · 03/12/2021 20:27

I ordered some clothes recently and they took 2weeks to arrive. The tracking wasn’t reliable at all.

JaniceBattersby · 03/12/2021 20:29

I know Tom Joules. They are definitely not going bust. Literally the opposite of that. They are v busy. The only difficulty they are having is with getting enough workers to deal with their logistics, just like every other warehouse in the area.

Original poster
SquirrelsAndCheese · 03/12/2021 20:30

@Meadowbreeze

I'm such an idiot for not keeping the post office receipt. Hopefully I get my money back :(
Oh no! Isn’t it definitely gone? I found mine scrunched up in the bottom of my bag!
OP posts:
Original poster
SquirrelsAndCheese · 03/12/2021 20:31

@JaniceBattersby

I know Tom Joules. They are definitely not going bust. Literally the opposite of that. They are v busy. The only difficulty they are having is with getting enough workers to deal with their logistics, just like every other warehouse in the area.
Well perhaps they could concentrate on the customers they already have then, before making further sales! Come on, Tom - do the decent thing and give people back their money.
OP posts:
Original poster
SquirrelsAndCheese · 03/12/2021 20:32

@InsaneInTheMembraneSweep

Joules currently owe me £150 in returns and won’t respond to any of my emails. It’s driving me insane!
Similar story! I really hope we get our money back soon. It’s nearly Christmas, I need that money!
OP posts:
TractorAndHeadphones · 03/12/2021 20:34

@Meadowbreeze name change fail?

There are loads of threads on the DM

www.dailymail.co.uk/home/search.html?offset=0&size=50&searchPhrase=Mumsnet&sort=recent

The 3 sons one is pretty outing!

TractorAndHeadphones · 03/12/2021 20:34

Oops sorry @SquirrelsAndCheese thought mwadowrezze was you nvm

CathyorClaire · 03/12/2021 20:38

Don't know about Joules but a few suppliers seem to be enthusiatic about taking payment and not quite so enthusiastic about refunds or even delivering the goods in the first place.

Currently waiting for over £50 from Weird Fish who are apparently 'busy' and therefore taking three weeks to refund Angry and chasing a week old £80 wine order that hasn't even made it to the courier's depot yet Angry

4pmwinetimebebeh · 04/12/2021 12:47

@SquirrelsAndCheese weirdly I got an email just before midnight saying my refund will be coming through within 72 hours! Keeping my fingers crossed for you.

Original poster
SquirrelsAndCheese · 04/12/2021 13:17

[quote 4pmwinetimebebeh]@SquirrelsAndCheese weirdly I got an email just before midnight saying my refund will be coming through within 72 hours! Keeping my fingers crossed for you.[/quote]
Oh, well done! When did you send the return in?

OP posts:
Meadowbreeze · 04/12/2021 13:17

@TractorAndHeadphones omg. I had no idea! In truth I never go on the daily mail but I recognise so many of those threads! They really have no where else to look for news? Those headlines look like they've been written by an overzealous school child. How embarrassing.

Viviennemary · 04/12/2021 13:21

Too many chancers returning too many items. Not saying you are one of them but I'm surprised at the amount of folk who order loads of stuff and return most of it.

4pmwinetimebebeh · 04/12/2021 16:29

@SquirrelsAndCheese 2.5 weeks ago and I’d lost my post office slip so was panicking!
@Viviennemary that’s true but so hard with an online retailer! My DC are so fussy and they wouldn’t have worn the things when they sent them due to the material.

PermanentlyTired03 · 04/12/2021 16:49

Write them a public message on Twitter- most companies respond very quickly that way!

Whitefire · 04/12/2021 17:13

@Viviennemary

Too many chancers returning too many items. Not saying you are one of them but I'm surprised at the amount of folk who order loads of stuff and return most of it.
By chancers I presume you mean people chancing that the item is right size, style, fit, etc? It is really difficult to order clothes online.
Orcadianrythyms · 04/12/2021 17:24

They have terrible customer service and after confirming an order, emailing that it had been dispatched, they cancelled it after almost two weeks - no birthday present for my mum! I'm voting with my feet and won't but from them again, I'm so pissed off. They won't care about my £300 or so per year but if a 100 people feel the same it might. I'm sick of spending my money just to get hassle and stress.

pastypirate · 04/12/2021 17:43

Have you emailed them? They refunded me for a faulty coat with just a photo I was really impressed

Lowlifeinhighplaces · 04/12/2021 17:55

Just sent over £180 worth of items back, all awful quality, over a week now and still waiting, also for part refund of some items which they took payment for then said they were out of stock. Delivery took almost 3 weeks as well.

Not holding my breath at the moment, never again