Joules.com Customer Service Issues

I made a purchase with your company on or around December 5, [redacted], and received confirmation. Later, I got an email saying the item from order number WN414013/1 couldn't be fulfilled. I was promised a refund for any amount charged to my bank account, but I haven't seen a refund yet. However, I noticed a pending transaction of £18.95 on my bank statement. Please cancel this transaction since the order can't be provided as mentioned.

Hi there, I purchased a pair of size 5 wellies around last August or September. Unfortunately, after just 2 months, they started letting in water. I've reached out to Joules twice via email to address this issue and offered to return the boots, but I haven't received any response. It's frustrating because I really need a reliable pair of wellies. I bought them from the website and would appreciate the opportunity to speak with a representative, but I'm unable to locate Joules' contact phone number. Thank you, Jane M.

This morning, I placed an order for two items using order No. WP216088. I bought a dress at the original price of £39.95 and a cream navy striped sweatshirt at a slightly reduced price of £42.95. The total came to £82.90. I applied a discount code that I received for £20 off, but despite the message confirming its application, I was still charged the full amount. The discount only reduced the sweatshirt by £7, and I believe it's unfair that I didn't get the full benefit of my £20 off on an £82.90 order. I was willing to pay the full price for the sweatshirt and still have my discount applied. I hope you can offer some form of discount on my purchase; otherwise, I may need to reconsider my future shopping with Joules.

I purchased a pair of navy Field wellies with a cerise seam at the back and matching wellie socks from Dobies in Preston in November [redacted]. Sadly, I had to return them last week due to small splits halfway down the calf. The store issued a refund as they didn't have a replacement available. I'm now searching online for the same color and size (6) to no avail. I'm reaching out to inquire if you have them in stock or can assist me in locating a pair. I was very fond of these boots and hope to find a replacement soon. Thank you for your help. Best regards, J. Trunkfield

Hello, I received my order WP714546 for the Joules Nadia sweatshirt in blue marl. After wearing it for just one day, I noticed it became very bobbly. Despite liking the color and style, I decided to wash it on a cool 30 degrees cycle for 14 minutes to see if it would improve. Unfortunately, it did not. The sweatshirt now looks worn out, almost like an old one I've had for years. If I had received this in such condition from eBay, I would have returned it. I have been a loyal customer of Joules for years and have never had a complaint before. You can verify this by checking my order history as my wardrobe is full of Joules items. Can you please advise on how to proceed with this issue? Thank you.

Hello, I am inquiring about my click and collect order with number CQ245627. Originally, I expected to collect it at Moore's of Coleraine on Monday, July 19th. Unfortunately, I am currently dealing with tendonitis, making it difficult for me to walk long distances. I received an email today stating that the skirt orders is ready for collection at Joules of Belfast store. Due to my condition, I am unable to pick it up in Belfast. Is it possible to have the skirt shipped to the Joules department in Moore's in Coleraine instead? My apologies for any inconvenience this may cause. Thank you.

Hello, I purchased a leopard print bag from you earlier this year for my daughter's 40th birthday in May. She loved all her gifts, especially your bag she had been eyeing for months. However, during a recent visit to her in Bournemouth (we're from Wivenhoe, Essex), she showed me the bag and unfortunately, the shoulder strap/handle has come off. The stitching seems to be weak as it happened only the third time she used it. I'm Rita Merriman and you can reach me at [redacted]4. I live at 44 The Avenue, Wivenhoe, Essex, CO7 9AH. I'd appreciate your advice on the next steps regarding this issue. I have taken photos of the broken bag and straps before leaving yesterday. Thank you.

I purchased a pair of Wellingtons at my local Dobbies in Stapleton. I've only had them for less than 12 months, with half of that time being during the summer. Recently, I started wearing them and noticed my feet getting wet. Upon inspection, I found that they have split on the side. Unfortunately, I cannot locate my receipt. The Wellingtons are short and one is blue with spots. When I returned them to Dobbies, they were unhelpful and insisted on a purchase date, which I did not keep track of. I'm disappointed that a pair of £44+ boots did not last a year, especially since I do not document every purchase in my diary. This has been upsetting, especially considering the cost in relation to my pension. I would appreciate any assistance as I loved my wellies. - Maria S.

I've called multiple times and finally spoke to someone last week who assured me I would receive my refund within three days. Unfortunately, nothing has happened yet. After sending an email, I was informed it could take up to 10 days. Today, I tried calling again without success, so I've reached out via email. I returned the item with your provided label in the original packaging. When can I expect to receive my refund? I also submitted copies of the postage receipts to customer service. My name is Pamela G.

Order Number: W[redacted]9. I placed an order valued at approximately [redacted] pounds on November 25th. I received confirmation of the order and the payment was deducted from my account on November 26th. However, since then, I have not heard anything. I have tried calling but cannot get through. The only response I received to my email was an assurance that I would be contacted within 3 days, which was last Saturday. Since then, there has been complete silence. I understand delays in deliveries but the lack of communication from Joules is frustrating. I have not encountered this issue with any other company and would appreciate it if Joules could reach out to provide an update.

I attempted to contact you by phone but was put on hold and eventually disconnected. I placed an order for 8 gingerbread houses through a friend of yours. I received my shipment yesterday and discovered that 4 of the gingerbread houses were shattered upon opening. Fortunately, the remaining 4 houses are in good condition and I am satisfied with them. My order number is: W[redacted]4 I am eager to receive your response and learn about the next steps. Best regards, Molly.

Hi Joules Team, I am confused as to why I was charged the full amount of £29.95 instead of having the total reduced by using the promotion code 20NEW, as this was my first purchase. The discount did not apply during checkout, which concerns me. I will be leaving the UK on the 13th, so I kindly request that you expedite the shipping of my order before that date. I hope you will address my concerns promptly. Thank you. Regards, Yasanthi R.

I encountered numerous issues trying to order three items from your website. Each time I added items to my basket, it kept getting emptied, forcing me to start over three times. When I tried to proceed to checkout, I was required to sign up for a newsletter, which I did. However, I was then unable to complete my purchase due to various reasons, one being the requirement of a valid email address. I can only use one email address, which I already provided. Frustrated, I gave up attempting to make a purchase. I am still interested in buying the items, but my patience is wearing thin. If this continues, I will take my business elsewhere. I apologize for my frustration, but the purchasing process is too time-consuming.

Hello, I wanted to inquire about my recent order with Joules clothing since it has gone into administration. On November 12th, I placed order No C2G732663 online and received confirmation. The payment was also deducted from my credit card on the same day. I received an email on the 13th stating that the order was en route to the store, but since then, I have not received any updates. On November 20th, I visited the store to check on my order, which had not been communicated to me. Unfortunately, the staff was unhelpful and uninformative due to the administration situation. They asked me to contact Joules directly. Despite multiple attempts to reach out via phone, I have not been successful in getting an update on my order C2G732663. I kindly request information on the status of my order and a refund for the amount paid for this undelivered order. Thank you, Jan

I bought a coat from one of your stores on 27/4/21, which was on sale for £58.95. Unfortunately, I noticed that both side seams are coming apart, indicating a lack of material in the seams. I have been a loyal customer of joules clothing and coats, never encountering any issues before. I still have the receipt for this purchase. I am extremely disappointed as this winter coat is now unsuitable for wear due to the seam issue. I am hoping for a prompt resolution, either through a refund or an exchange for a similar coat. I am looking forward to your response to address this matter and appreciate your assistance. Thank you, Best regards, C. Carmichael

Order Number: W2G763293 On November 14th, [redacted], I made a purchase under the name Mrs. Margaret Barber. Prior to placing my order, I contacted your customer service team to address concerns about your operations. I was advised that everything would proceed smoothly. Subsequently, I placed the order. On November 23rd, [redacted], I returned a portion of the order for a refund. However, I recently received an email from your company indicating that I would be issued a £67.07 voucher for the returned items. I would prefer a refund rather than a voucher and would appreciate the amount to be credited back to my account. Additionally, during my initial contact with your sales representative, I was assured that standard terms would apply.

I placed an order for my jumper W2G922422 on November 24. I haven't received any updates from the tracking since Thursday. I'm hoping to receive my jumper before December 9 to avoid any issues due to the Royal Mail strike, or I would like a refund. I'm feeling frustrated with the lack of assistance from your company. I may consider contacting BBC Watchdog for further assistance.

Hello, I urgently need assistance. I have attempted to communicate via email and phone multiple times without success. I made a payment for item W2G962867/1 and shipping on November 27th. It was communicated that my order could not be fulfilled, but I have not received my refund despite sending several emails and waiting. I kindly request a refund or a response from someone regarding my issue. Thank you. - Mrs. K. Kunze, 48 Cropton Rise, Emerson Valley, Milton Keynes, MK4 2GJ.

Order W2H064359 I recently purchased a jumper and two cards that I think are from friends of Joules. Despite the email mentioning that I should get confirmation directly from the company, I haven't received any confirmation or delivery notification. I've been charged for the cards. I would appreciate it if you could either provide confirmation of the order or issue a refund. Thank you.

Hello, I purchased four Gosway jackets in [redacted] - caramel, burgundy, navy, and teal. My daughter bought me the teal one for my birthday in December. I don't wear them often as I also have the king true black one that I purchased this past Christmas. Yesterday, when I went to put on the teal jacket, I noticed a split at the front waist with the white filling coming through. My first instinct was to sew it with cotton of the same color, but I can't open the lining. I have been a loyal customer of Joules and have never encountered this issue before. I have the credit card transaction for £[redacted]. Could you please advise? Thank you, Susan Dudley.