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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:
GertrudePerkinsPaperyThing · 04/12/2021 17:56

Not that I’ve heard

DroopyClematis · 04/12/2021 18:47

The two swanky garden centres that i know that sell Joules shite have stopped selling their overpriced shite.
Maybe they're tightening up?

VerbenaGirl · 04/12/2021 18:51

Possibly more likely due to Covid and Brexit related staffing issues. Although our branch of Joules did close recently. Did you pay by credit card? If so, you are protected.

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General health
justasking111 · 04/12/2021 18:58

The post is awful both as a customer and a company. I'm not buying online now until next year. I received a refund on an expensive item that's just lost in the post

CovidCorvid · 04/12/2021 18:59

The worst customer service I ever had was from Joules. Bought wellies which from day 1 gave me wet feet. They insisted that they be posted back to them for “testing” and they sent me a pre paid address label which I used. The wellies never turned up according to joules who washed their hands of it and told me to claim off Royal Mail. When I tried to claim Royal Mail said the postcode was the incorrect postcode and therefore they weren’t liable. So back to joules who refused for weeks to get involved or refund. They said it was not their fault. Eventually due to a prolonged Twitter campaign from me they sent me a new pair of wellies. Which also leaked like a sieve from day 1. So never got a refund which is what I wanted. And they refused to post my factual review of the wellies on their website!

WeirdArchitecture · 04/12/2021 19:14

'lost their way' is an understatement.
They have been cruising into acrylic festooned, polyester crap territory for a few years now, and I would guess there's only so long you can get away with that whilst keeping the prices so high. Just another brand attempting to sail on the tails of it's own myth - the whole 'British' identity thing is positively hilarious considering everything is cheaply outsourced now.
It's all gone a bit 'Faux-Britannia', hasn't it?
Will definitely go the same way as jack wills and aubin & wills.

They need to either lower their prices to reflect the high street tat market or give up. I certainly can't see them recovering their former glory though.

Original poster
SquirrelsAndCheese · 04/12/2021 19:44

More examples of bad customer service then! Sympathy for everyone trying to get money back from Joules. It’s a tough time of year for this time to happen

OP posts:
Original poster
SquirrelsAndCheese · 04/12/2021 19:46

@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.
With respect, returning an item is not being a “chancer”. Joules offer Free Returns, and promise to refund within 10 working days. They are breaching their contract by not doing that.
OP posts:
thickthighs73 · 04/12/2021 19:49

I always find a Twitter post gets action

ssd · 04/12/2021 19:50

I always imagine Joules ladies read good housekeeping and start making xmas cake in November

DroopyClematis · 04/12/2021 20:11

They were chasing after Burberry /Barbour territory but their quality just fell way below.

I went into one of their stores a few years ago and it smacked of Cath Kidston.

No country dweller would fall for its hype but country wannabes had clearly moved on.

Not sure that their current model still applies.

Cinabunn · 04/12/2021 20:14

The white company have been rubbish with an order, took the money and four weeks later no sign of it.

John Lewis order still not arrived after two weeks

Might just be logistic issues?

Loads of staff are off sick, isolating or taking deferred leave where I work.

yellowflowersintherain · 04/12/2021 20:23

I had to chase up a refund from them recently too. I got through to them via email in the end, might be worth a try?

Rocketpants50 · 04/12/2021 20:32

I was given a voucher for Joules for my birthday, took me nearly till the expiry date to use it as found all their clothes very boring or over priced. In the end found a lovely top with flowers on for the m in law which I think they had been selling for over a year. Their range has seemed v limited online so would agree that they are not giving off a good impression that all is well.

AnnieSnap · 04/12/2021 20:36

@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.
I have occasionally looked at their stuff, but never bought anything. Based on their disgraceful response to you, I never will now!
Poppyliveshere · 04/12/2021 20:59

Seasalt are exactly the same. Customer service used to be faultless. Now having to chase refunds 3 weeks after RM tracked parcel returned. And then they don’t refund all items. Call centre now abroad and crackly lines or cut off after 50 mins on hold. Giving up with them sadly

Shopaholic100 · 04/12/2021 23:34

It’s taken 1 week to dispatch my coat. Hope it’s just a delay due to extra Black Friday sales. Previously they have been excellent I used to receive my order within 3/4 days. I agree their web chat has been terrible recently there is always 65 + people in front of me in the queue and then I get cut off.

Original poster
SquirrelsAndCheese · 06/12/2021 07:34

I got my refund! Smile It was the Facebook message which finally put me in touch with someone. Thanks for all the suggestions, and I hope those of you still waiting get your refunds or orders soon too. (And I hope this thread is useful for anyone considering ordering from Joules - don’t do it!)

OP posts:
curiouscat74 · 03/09/2022 18:26

I have not ordered from them again after I sent £100 of returns back and they never refunded. I didn’t have the proof of purchase but all the right paperwork in the parcel. Disgusting. I had probably spent £1000s with them.

justasking111 · 03/09/2022 22:29

Poppyliveshere · 04/12/2021 20:59

Seasalt are exactly the same. Customer service used to be faultless. Now having to chase refunds 3 weeks after RM tracked parcel returned. And then they don’t refund all items. Call centre now abroad and crackly lines or cut off after 50 mins on hold. Giving up with them sadly

Bugger seasalt too.

I've been looking online for dresses for 8year old girl. John Lewis, the white company, fat Face, monsoon, etc. I wanted something smart for the autumn winter. Well it's mostly summer stock they're still trying to shift or cheap fabrics, amish colours dreary.

I'm not surprised they're having problems it's the chicken and the egg

MyMumSaysALot · 03/09/2022 22:34

Are they on Twitter? Tweeting at them might get results. It works with other companies.

Caroffee · 03/09/2022 23:01

Possibly. There have been articles in the news saying they aren't doing well. I sincerely hope they don't go bust. I love their coats and have several of them. Such great quality.

Decidualcast · 03/09/2022 23:02

They announced a profit warning recently and their share prices dived by a third in recent weeks. In talks with Next to buy a stake in the company. Doesn’t sound good.

AlviarinAesSedai · 03/09/2022 23:03

Zombie 🧟‍♀️ thread.

Spookysparkles · 03/09/2022 23:35

Joules quality is nothing special vs the prices they charge, it has 100% gone downhill.
I bought items from them in the past which were very shoddy quality, nothing like the description. Joules refused a refund as it was made by one of their “friends of joules” , whom also refused to refund the money. The customer service is DIRE, unprofessional and incredibly slow- I ended up £120 out of pocket in the end
probably best all round of next takes it over to sort it out!!