UGH no joules sale items for me!

jesterfaerie

jesterfaerie

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After my 4th email they eventually replied saying my order failed to be despatched and suprise suprise had sold out of everything I have ordered
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Ugh not happy as some clothes were ordered for my friend aswell.
They gave me a £10 voucher, is there anything I can actually get for a tenner? I am now not prepared to buy from them again because after a month and four emails i have only just had a reply today, so ever so slightly put off from buying again.
 
I ordered loads and only got 2 t shirts. Rang them and they said It was all sold out! Very annoyed as took ages to get money back. Ring them up I did they were helpful
 
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I just rang them and gave me a huge excuse that the order did not process properly !

Im fumming

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That is what they told me!

If you don't mind me asking how much did you spend?
(asking as you said you got £15 voucher)
 
i got an email 8 days after placing my order ( day the sale started ) saying that all the items i had ordered were out of stock
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Oh no.
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That's rubbish. I had the same problem as a few others (order didn't process properly through their system) which I only discovered after calling them when the two week "wait" period was up.

They were really good on the phone, checked all my items were still in stock (told they were) and said it would be posted out asap. Package arrived yesterday and I was all excited until I realised two of the items weren't in there after all?!

So called again today and the girl I spoke to was SO lovely. Especially as I was being a pain and wanting to substitute the out of stock things for other stuff and return something for a different size- I was being really awkward and confusing and the poor girl was so patient and lovely!

Plus, they let me order some sale jodhpurs today that I hadn't originally ordered!
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So although it's a pain that stuff is out of stock and delivery/communication very slow, when you speak to them in person they're helpful and it's understandable that with such great savings, stuff will sell out quickly. They do seem to try their best to help.

Fingers crossed I get my new stuff soon!
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Yeah I too got a package with items missing - they said they would refund my P+P + the costs of the 2 missing items then prattled on about new catalogue. Didn't think it was the best time to mention buying more of their stuff when they had already mucked up exisiting order!
 
QR Far better to go to their outlet store near York if you're ever passing - I owe my T-shirt collection to that place!!
 
Hi all,

We’ve had a sneaky peak at your thoughts and comments because we know that many of you were let down during our sale period. It’s been a really interesting and humbling experience for us to read your feedback, especially from the equestrian community where our roots lie.

We would like to encourage anybody that still has outstanding issues to contact our Customer Service team on 0845 606 6871.

Providing you with great service is something we hold in very high regard. Our Customer Service team, who take such pride in their work, worked their fingers to the bone during this period but the volume of calls and emails exceeded anything we have experienced before and this meant that responses were, unfortunately, taking longer than usual.

We know that the hows and whys aren’t really relevant to you; you just wanted to get your order on time, but we think that we owe you a true explanation. Unfortunately our order system hardwear failed, which caused orders to be fully or partially lost, resulting in late parcels, missing and unavailable items. We understand that this was a headache for you and utterly disappointing, we were devastated. We have worked really hard over the last few years to ensure we have all the resources we need to give you the good service you deserve. It is all the more irritating that something out of our control has let us down so badly.

For orders where money has been taken but the order not logged we have been refunding any money taken and compensating customers with online vouchers or free postage and packaging. These gestures were based on each individual customer’s order which is why many of you have differing outcomes.

We and our Customer Service team aim to learn from these issues and always strive to offer the service that both you and Joules expect. We know that you may have been disappointed by your experience but we really do hope that you will give us the chance to prove we are back on track, with our new spring & summer collection which we think is our best yet.

Yours truly

Tom Joule
 
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