Customers often praise specific advisors for resolving orders, refunds, and account issues quickly and politely. Other reviews describe long delivery delays, missing refunds, and weak support from some store outlets. Product feedback ranges from durable, well-finished clothing to occasional faults such as boots splitting and soles coming off. Overall, reviews split between smooth customer-service help and problems with fulfilment or returns.
Examples from available reviews (Jun 2022 – Mar 2026).
Jody immediately sent a replacement and arranged the faulty coat's return.
“Jody instantly sorted it out by sending me a new one out and arranging the return of the other”
Lola rectified an accidental five-coat order and was very kind.
“Lola did a fantastic job of helping me sort my accidental order of 5 coats”
Waited five weeks with only automated email responses and no delivery.
“Terrible customer service.”
Boots developed splits in the upper material within months.
“both boots have developed splits in the upper material”
Many reviews name advisors such as Jody, Michelle, Lola, and Naomi for fast, courteous help on the phone and via live chat. Customers describe replacements, refunds, and re-orders being set up in the same conversation. In contrast, some franchise stores and automated-only replies are linked to refusals to help or slow outcomes.
Several customers say promised refunds and discounts were applied or paid back as expected, supporting a sense of fair value. Other reviews describe refunds not being paid, offers limited to gift cards, or long waits for reimbursement, which undermines confidence in value. Some customers also mention buying again because items felt well made, suggesting good value for certain products.
Many customers report smooth online shopping and helpful in-store staff who make buying and collecting easy. Other accounts mention delivery delays, tracking that stopped updating, and an unexpected checkout redirect to a third party that caused confusion at purchase. Stock problems in stores and a franchise that would not process faults appear too, but less often than online fulfilment issues.
Several reviews compliment build quality, packaging, and fit, and some customers purchased again. A few quality problems also appear, including boot uppers splitting and wellie soles coming off soon after use. These faults sit alongside mostly positive comments about hats and wellies, pointing to uneven performance by item.
Reviewers often describe live chat and phone advisors as clear and quick to respond when answering questions or applying discounts. Others mention unclear checkout messages, tracking links that seemed suspicious or stopped working, and missing return labels for international returns. Some also complain that emails went unanswered or only triggered automated replies.
Strong feedback centres on named customer-service agents who fix problems quickly and politely. Negative reviews focus on deliveries, returns, and refunds that dragged on or were not resolved. The picture remains split between effective frontline help and recurring issues after purchase.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Michelle kindly and patiently solved my ordering problem.
“She solved my problem very kindly to an old lady like me”
Avi resolved my return query via chat within minutes.
“my issue was resolved in minutes.”
Jody explained return options clearly and was very helpful.
“She was very helpful and concise with the options for returning the item.”
Jody apologised and promptly arranged a replacement for a missing item.
“apologised and quickly arranged a replacement for me”
Customer service resolved my missing refund quickly.
“did exactly what I wanted...I have refund that wasn't made.”
Lola resolved my query straightforwardly within minutes.
“All got sorted in minutes, thanks Lola.”
Michelle handled two calls and resolved my missing order and refund.
“On both occasions Michelle answered. She sorted out my issues.”
Merchandise, pricing and staff are welcoming and friendly.
“Their staff have always been very welcoming and friendly too.”
Boots developed splits in the upper material within months.
“both boots have developed splits in the upper material”
Omolola resolved my issue quickly and professionally by phone.
“Very positive telephone response from Omolola who sorted out my issue quickly and professionally.”
Jody was helpful, explained things well and resolved my query.
“Jody was very helpful, sorted out queried and explained things well.”
Jody immediately sent a replacement and arranged the faulty coat's return.
“Jody instantly sorted it out by sending me a new one out and arranging the return of the other”
Michelle sorted out my query, thank you.
“Michelle sorted out my query Thank you”
Michelle was helpful and efficient when I contacted customer services.
“Helpful, efficient, friendly this lady is a great asset to Joules”
Jody resolved my missing parcel issue politely and efficiently.
“After a few minutes all was sorted to my satisfaction.”
Jody re-ordered available items after a technical glitch.
“A technical glitch lost my order and she re-ordered what she could”
Lola resolved my code issue quickly via live chat.
“Lola could not have been more helpful & resolved the issue quickly.”
Lola provided excellent, responsive help via live chat.
“Chat function is very responsive - Lola was excellent”
Sole detached completely from the wellie after first use.
“after the first use, the sole detached from the wellie completely!”
Franchise store refused to handle a faulty item and provided poor customer service.
“Immediately I could tell they did not want to deal with it .”
Helpful and polite assistant resolved query despite delivery confusion.
“The helpful, clear and polite advice of Jody.”
Chat advisor Lola applied my emailed discount and resolved it.
“Brilliant service thanks to Lola”
Rosaline resolved my purchase query quickly and patiently.
“resolved my purchase query quickly & patiently”
Jody went above and beyond to resolve an account issue.
“went ‘above and beyond’ to look into the account and resolve the issue.”
Naomi quickly and efficiently advised me about missing order emails.
“Contacted Joules and Naomi advised me regarding this quickly and efficiently!”
Naomi fixed my address issue via live chat within minutes.
“Naomi ( live chat) helped me to sort it out in couple minutes!”
Helpful, polite staff member resolved my small problem quickly.
“They resolved my small problem quickly.”
Jody acted swiftly and helpfully regarding an over order.
“Jody was swift and very helpful”
Jodie was helpful and thorough in handling my faulty item.
“Jodie was incredibly helpful and thorough with my faulty item.”
Lola rectified an accidental five-coat order and was very kind.
“Lola did a fantastic job of helping me sort my accidental order of 5 coats”
Delivery was delayed, causing inconvenience and discouraging future orders.
“This is not acceptable service!”
Hoping the return collection issue has now been resolved.
“problem with the collection of a return not being collected”
The advisor was polite and resolved my query.
“The advisor was very polite and resolved my query”
Michelle found a missing button and posted it free, excellent service.
“a button had been found & was about to be posted to me free of charge.”
Lola investigated the missing refund and initiated it promptly.
“she had initiated my refund.”
Jody tracked my order and quickly arranged a replacement.
“She was able to track and sort the delivery and order a replacement so quickly and efficiently”
Order redirected to Next for collection without clear notice at checkout.
“No warning, no clear explanation during checkout.”
Jody resolved my query efficiently and was very friendly.
“Special thanks to Jody who resolved my query very efficiently”
Naomi and Jody applied a missing discount and refunded my card as promised.
“she would be able to apply the discount, and arrange the refund to my card account”
Naomi quickly arranged my store to hold the parcel for longer.
“finding within seconds my purchase and contacting the store for me telling them to hold my parcel for few days more.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Joules is a British lifestyle brand that designs and sells clothing, footwear, and homeware. It offers ranges for women, men, children, and newborns, plus accessories and gifts. Shoppers can buy via the Joules website, mobile site, and a network of physical stores and franchise partners. The brand sells full-price and sale items and offers online checkout, collection, and returns.