Joules - poor customer service

highlandponygirl

highlandponygirl

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Anyone successfully, or otherwise, bought anything from their website recently? I ordered a jacket on the 2nd January with delivery for 2-4 days and I still haven't received it and have had no communication from them despite me emailing several times and I tried to call them too but no answer?

Getting a bit bored of waiting and having to chase them. If they don't have what I ordered in stock, they could at least get in touch and let me know if/when they might have it, as I'd be happy to wait, or so I can just cancel my order and look elsewhere. This zero communication nonsense is very frustrating!
 
I had terrible service before Christmas, never buying online from them again, I only wanted to exchange sizes and it look about 4 weeks, about 8 phone calls and a lot of waiting on hold, then I ended up having to call another shop to deliver the item, very disappointing as I really like the stuff!
 
I'm not on Twitter but had a look at theirs and there seems to be a few who have tried to contact them who are having the same issues, with the reply "have a cup of tea and try again later" Really? If they can take the time to update social networks etc then surely they can reply to an email. *Sigh*
 
We ordered some in the sale after Christmas and they came when they said they would. Never buy anything full price though, just a rip off.
 
Gosh, it must be a few years since I bought their stuff. When they first started out, the clothes were reasonably priced, fresh and good quality, but then they decided to ask silly money for unremarkable leisure clothing.

Can't really comment about recent customer service though, but they used to be ok.
 
Agree with Dogatemysalad, I however buy Joules from Joules Outlet on ebay, ordered some items on xmas eves eve, with delivery quoted 6th of Jan, which was fine by me as free postage, however everything turned up the next day on xmas eve, was seriously impressed, its not often that happens, as we are in Scotland, and very remote, would def use again! Not sure if its same as the official Joules but has all their logos etc!
 
We have a designer outlet in York and they put a fox hunting post up for their new range and a lot of people objected to it. It's gone from nice happy clothing to dull, boring and expensive and now political something a business should never be, a very bad marketing decision.
 
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Hmmm, now I can't log onto my account on Joules website. The password is right, though did request a password reset several times and still nothing in my email inbox :/ Maybe they don't want my money? I really liked the jacket too, oh well :(
 
Patterdale said:
I've got some nice polo shirts from years ago, but I wouldn't even set foot in a Joules shop now as its all just ridiculously priced pastel coloured tat.
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Agreed, with horrible gold badges on everything, naff! I did look at a jacket which I thought I could ride in but it had open topped patch pockets, so phone etc could fall out easily...so not practical at all. Where, oh where, can you get smart plain polo shirts in a substantial fabric...Crew isn't much better....help!
 
Summer pudding said:
Agreed, with horrible gold badges on everything, naff! I did look at a jacket which I thought I could ride in but it had open topped patch pockets, so phone etc could fall out easily...so not practical at all. Where, oh where, can you get smart plain polo shirts in a substantial fabric...Crew isn't much better....help!
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Lansdown polo club!!!
 
The topic of the thread seems to have been lost?

My daughter has made purchases from their website & the items have always been received in the stated time. If she has had to return items again there has been no problem.

Some of the posters are saying they dislike Joules clothing or they think it is over priced. That is their opinion, they don't have to buy, but we have always found their service to be exceptional.

Joules don't only sell equestrian tops.
 
I order a lot of stuff from their website and have always found the service to be excellent. Usually when they email me a voucher code. I am quite surprised to see this thread, I always find them really good. Always delivered on time and never lost an order, even during busy sale times. Their children's clothes are fantastic quality - hard-wearing and non-shrinking, and I have noticed how Next tend to copy their styles one season later. You get what you pay for. It's not meant to be a cheap brand!
I wouldn't really regard them as an 'equestrian' brand any more though, their stuff is more along the lines of good quality country fashion.
 
JustKickOn said:
Lansdown polo club!!!
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:D
Perhaps it's just me but I think it looks rubbish when you wear tops with 'such and such polo club/sj team' etc when you're not actually a member of any such society. Just me perhaps, but I remember when they first started doing it and I though how cheap it looked.

ETA might have taken that in the wrong context reading again but I stand by the sentiment ;)
 
Yes! I ordered a Milbury Wax jacket in their sale, was waiting ages for it (it was supposed to have been delivered in store in 2-3 working days) and nothing, my account on their website just said processing for 5 days. So I phoned them, only to be told, yes there are two in stock, we're just having trouble locating them, but your order will be processed. Anyway, three hours later, I received an email saying they wouldn't be able to fulfil my order. So I phoned them and complained, told them it was in stock on their website when ordered and that I'd been told only a few hours earlier that there were two available and my order would be fulfilled. The woman on the phone said there was nothing she could do, so I made sure to get her name. At the same time I was on the telephone, I looked up their head of retail on companies house. After she finished telling me there was nothing she could do but offer 15% of another item, I told her it wasn't good enough, asked if Mr whoever (can't remember his name now) was still head of retail and that I'd be taking the matter up with him and trading standards, as this is false advertising. She then asked me to hold, came back and said she had a black one, which I said was fine, but she then said it was a size 6 (my original order was a 12, so no use!). I then thought I'd be cheeky and said I'd accept one of the new milbury (still full price on their website) at the £79 of my original order and I wouldn't take it further with Mr Whoever and trading standards, after about 5 minutes on hold she came back and said her supervisor had authorised that, and I picked it up in store this week.

I think you need to be very firm, don't be afraid to hassle the S**t out of them, and be cheeky, if you don't ask you don't get. If no-one complains they won't think there's a problem and sort themselves out.
 
Patterdale said:
:D
Perhaps it's just me but I think it looks rubbish when you wear tops with 'such and such polo club/sj team' etc when you're not actually a member of any such society. Just me perhaps, but I remember when they first started doing it and I though how cheap it looked.
Click to expand...

The tops I have from LPC only have a small emblem on saying "Lansdown". They're not covered in the name and are good quality and reasonably priced too. :p
 
Am I the only one to find that their sweatshirts and their polo shirts actually shrank? The arms on all my sweaters seem to have got shorter and shorter and polo shirts tighter after a few washes. So Ive given up buying their stuff now, shame as I do like it but damn is it expensive nowadays!
 
I ordered something before christmas and it said only a few were left in stock. The rest of my order arrived with no mention of the missing bit. Quite a while later I got an email to say it was out of stock, they could have let me know way earlier. I emailed them about it before receiving the generic out of stock email and never got a response.
 
I ordered a couple of things before Christmas and they came straight away, I had to return one item and they refunded me very quickly. I
love their clothes and wear them a lot for work/smart I have some from years ago that are still going strong. I did make the mistake of wearing too much of yesterday and the baby was wearing it too, we looked like a twee advert for them, won't be doing that again?
 
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