I went into Joues shop today to buy a dress I'd had my eye on (Sophia Blackbee). I was hoping it would be in the sale and to my delight it was. One of the shop assistants Naomi could not have done more to help me. She helped me choose the right size and advised me what to style with the dress, even though she was extremely busy. She managed to handle all the customers with ease laughter and professionalism. She also found me some wellies in the sale which I was also looking for. I had a lovely shopping experience (which can be quite daunting as I've put some weight on) and can't wait for my next visit. Thankyou for making my day !!!

I have been appalled by the lack of customer service from Joules. As long as they are taking the money they just don't care about what the customer thinks. If the customer has a query or issue then you can forget it. Buy from elsewhere.

I think you can tell the measure of a company in how they treat their customers once they have ordered and received their money? Joules relies on automated emails which are bland and generic. Try and get an answer as to why you ordered items and they haven't arrived, despite emails acknowledging and confirming the orders. I have been in touch with Joules directly on 4 occasions in the past 8 days, only to be told "The management team are looking into it and will let you know" The problem is, there is no management going on, certainly not in the customer service arena. A real shame, as Joules used to be considered to be a reliable and trustworthy brand, but now I don't think it would compete with most supermarket clothing brands.

I am shocked at customer service in Joules. This company should go down ages ago. The clothes is mostly good quality (you pay for it, don't worry), but there where it ends. When you need to resolve some problem, there is no available service. Nobody answering my phone calls, emails or chats. Money taken from the account and no delivery. When I posted review on website, it was rejected. I count my loss, but that was the last time I ever purchased anything from Joules. Shocking customer service and the best is, all blame it on Covid. Never again.

Bought a pair of Joules wellies last September for dog walking. Eight months on and I had to return them due to splits in both boots. Joules customer service is dreadful. I checked online that my wellies had been delivered which said they had so threw my postal slip away. Joules now insisting they haven't got my wellies and I have to wait up to 21 days for them to be 'in the system'. They have then said that because I don't have the tracking number that if they are not found there's nothing they can do. I can't help thinking that they are just going to claim they haven't arrived anyway! Will never buy another pair as didn't last 2 minutes. Will invest in another pair of Hunters which lasted me 3 years ( worn almost daily).

Wellies are useless, they split after a few months (only used for dog walking). Clothing in generally has been good quality. It's only when things go wrong that you realise how poor the customer care is. Ill informed, rude staff that don't seem to be aware of discounts and consumer rights (including guarantees). If they don't like your review - they won't post it. If they don't want to respond to a complaint - they just ignore you. I imagine they are loosing customers in their droves.

Yesterday I returned my husbands shirt to store that he received for Christmas from his mother. Unfortunately due to it being a gift I did not have a receipt. The shirt was too big & all I wanted to do was exchange it for the smaller size as my husband really liked the shirt. I know that my mother in law paid £49.95 for the shirt a week before Christmas. The shirt is now in the sale for £29.95. Twenty pounds less than it was purchased for. Unfortunately there were no small shirts of the style I had left, so I was told I could exchange the shirt like for like. There was a very limited selection of shirts left, but I managed to find two that my husband would like. The two shirts were in the sale, but more expensive that the shirt I had that had been purchased for almost £50. As they were more both expensive I was told that I would have to pay the extra ( one was 34.95 & the other around £45 as my shirt was now only worth £29.95. I was incredibly frustrated, both shirts were actually cheaper than the fifty pounds already payed- and asked to pay a further £15 for the one I wanted is ridiculous. That would mean I would be getting a £45 shirt for paying £65 for it. I was told due to not having a receipt the manager couldn't do anything about it. I decided rather than keep a shirt that didn't fit I paid the extra £5 for one of the shirts. I was absolutely not going to pay an extra £15.

Bought a pair of wellies in the Summer this year, just started wearing them a few weeks ago for dog walking. They are fine unless you get them wet!! Both wellies leak. I might as well have bought the cheapest wellies I could find, as they couldn't have done a worse job. I also bought wellie socks a week ago and was asked for my full address and then full name. I wasn't happy giving this info and when I asked if it was for marketing the assistant bluntly said 'no its so that I can give you a receipt'. They are an utter rip off. I WONT BUY FROM JOULES AGAIN.

I ordered a waterproof Mac from joules and was very happy with it until I needed to wash it. I carefully followed the washing instructions but the colour absolutely drained from the coat so after 1 wash it looked awful. I asked around a few friends and they informed me that the same had happened with their joules clothing. One friend was told by a stranger that they liked her coat but to not wash it because the colour will wash out of it. How joules can charge such big prices and produce shoddy clothing is unbelievable. after the disappointment of a ruined coat I e mailed joules to be told that my e mail should be answered within 48hrs, uh what a joke! 1 week later I was still anxiously awaiting a reply so I e mailed them again, again to be told I should get a response within 48 hrs. It's now been 1 week and 4 days since I first e mailed joules. I am absolutely furious with such a badly run business that sells expensive tat! Once I resolve this issue I will never waste any more money with them again. Beware!!

After having placed my first ever order with Joules, I will not be doing so again. I am extremely disappointed in them. I ordered and paid extra for a Saturday delivery, which didn't turn up and after 3 phone calls for information, I am none the wiser. Parcel tracking totally impossible, Have no idea of when to expect it. I wish I had seen and read all the terrible reviews about Joules service before I placed my order.

last year i had an unexpected quad heart bypass and whilst in Hull hospital my wife b and b'd as we were on holiday. ndimg some clothes she bought a dress from joules in Beverley; no prob with store - worn it a few timesand just washed it for first time. Prob; dress shrunk and llning didn't! Shop suggested contacting JOuiles as 12 monthds had passed - most unhelpful and had them escalate to management for a sympathetic gesture; not ecouraging but they wr e ringng me back by last tues 26th no call. we expect better from retailers, where is the uderstanding? poor show and a negative attitude,; telling people "thanks for your patience " endlessly on the phone is just not good enough

This is purely a review for Joules online as any time I have visited the shops it is a very different experience. I have ordered twice with Joules online and twice the package has not arrived. First time was for items worth about £100, after a few phone calls wondering where it is it was decided it was lost and refund issued. Second time had email saying it would be delivered on a Thursday. No parcel so I looked online tracking and it said delayed. Next day no parcel so call Joules, they call me back next day telling me delivered to my neighbours with such and such a name and address. Not the case at all and god only knows where the parcel is now! Customer services were polite enough but no real help. It seems as much as anything that Joules need to think about who they use to courier their products!! I order online with numerous companies but with Joules, just not worth the hassle especially when the products do not turn up!!

I ordered using next day delivery. Order never came . I contacted Joules after they had sent me an email to say that my order would be delivered by UK Mail. Joules then contacted Uk Mail to be told that there was no tracking number and they couldn't find my order. Bottom line I paid for next day delivery and my order was sent out by joules without a tracking number . I never received my items that I paid for . Have never experienced this before shocking poor service . Joules also informed me that sometimes orders are distributed without tracking numbers. My response was if I had wanted my order sent without a tracking number then I would had paid £1.00 for super saver postage . Would not recommend buying online from Joules.begining to wonder if they had ever posted my items in the begining !!!!!!.

Ordered some boots from Joules website order went through ok deliverd to store 2-3 days. looked on website next day to order something else had a quick peak at my boots still in stock in my size. 3 days later heard nothing logged on to joules website boots still despaching so E mailed joules no reply 48 hours later however 8 days after ordering logged back on and found boots now cancelled. No explanation or Email phoned Customer services got through 25 minutes later 0800 number. Boots now out of stock. Shocking service from this company. Have never ordered from them online before and wont be doing so again. Never had any problems with any other company sending goods ordered over the web. The whole experience has even put me off buying in their shops now, Joules has now lost one regular customer.

Joules customer service is some of the worst and rudest I have ever come across. I placed an on line order for wellies as my children like the pictures. The order went through and I then had an enail saying for security reasons I needed to send a scan of my passport!! i phoned immediately and said this was ridiculous and could i speak to the person involved -and they just cancelled my order- without phoning back. I then tried two weeks later to reorder as my kids were determined to have joules printed wellies - the payment went through paypal. and still i had a phone call saying that the account was still frozen unless i provided a passport scan. having ordered theatre tickets/opera house tickets/john lewis/white company etc etc etc I am not about to provide joules with my passport for buying wellies! they were very unhelpful and quite unconcerned that i would then cancel the order. if our custom is so unimportant to them I shall ceratinly never shop with Joules again

I ordered 6 children's clothing items on boxing day, arranged to be collected at the Guildford store. I received an order confirmation. On the 15th January, still no items and no update. Went into the store and they couldnt help me. Called and listened to Take That on repeat for 30mins until I got through to someone. No decent call centre technology / wait information. Apparently my order was sent on the 30th dec but never arrived at the store. I asked for a full refund. Their click and collect services are inefficient and did not work properly. Customer communication also really poor. This has really put me off ordering from joules, I won't again- such a shame as I love the baby clothes!!

Paid for next day delivery, waited in but no delivery next day. After contact with carrier told they had problems at the depot and would deliver the following day, so waited in again, this time goods arrived in the afternoon. They were a gift from my wife to me so when they arrived in clearly branded packaging this ruined the surprise, also packaging was open and as I did not want to ruin the surprise even more I could not check that items inside package were correct and all still inside the packet, signed for package and noted that it arrived open. Really liked the three items, however very disappointed when we hand washed the cream bodied 'Roxbert' rugby shirt in cold water, the reds and blues from the collar ran into the main cream body ruining the shirt. It is a shame that a British company builds up a brand and then purchases inferior quality products from China, surely in 2013 colour fastness should not be an issue, you should expect to be able to wash a garment after wearing!!! Very disappointed as the rugby shirt cost nearly £65.00 Called customer services and they agreed to refund extra charge for special delivery that never occurred, also advised me to send back rugby top for refund, although returns are free, it is a pain to have to repackage and drive to post office and then keep checking refund has been made to credit card. My wife was very upset about the above issues and placed a revue on their website along with pictures of the colour runs, surprise, surprise this review does not appear on the web site. I queried this when I spoke to customer services, the lady did not know why the review was not published on their site and said she would speak to their website services. I also posted a review and once again this did not appear on their web site, could they be filtering their reviews to be favourable rather than the truth (the small print in their review terms says ‘We reserve the right to edit or reject reviews that include inappropriate content’) you decide!! Joules what is the point in having a good brand name (which takes years to build up) then selling substandard goods made in China that can not be washed and let your company down. Also if you are not honest with customers and do not allow them an opportunity to either praise your goods or advise others when goods do not come up to the standard required then you will not keep your client base very long.