Reviews show a consistent pattern: customer service is the strongest area, with multiple mentions of staff (phone and chat) resolving orders, refunds and faults. Product quality is generally described positively, though occasional faults are reported and typically addressed by the team (for example a replacement button posted free). Communication and delivery have a mixed record: several customers praised timely updates, while others reported unclear checkout messaging or delayed deliveries. If you prioritise responsive customer support, these reviews indicate Joules often provides it; if delivery transparency is crucial, be aware a minority of shoppers reported issues.
Examples from available reviews (Jun 2022 – Feb 2026).
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.”
Order redirected to Next for collection without clear notice at checkout.
“No warning, no clear explanation during checkout.”
Chat advisor Lola applied my emailed discount and resolved it.
“Brilliant service thanks to Lola”
Customer enjoyed a smooth shopping experience with good quality and service.
“it was a wonderful experience.”
Most reviews describe fast, helpful support across phone, chat and email; staff frequently resolve orders, refunds and account problems efficiently.
A small number of reviewers mention discounts, refunds and free-delivery thresholds; when issues arise staff commonly apply refunds or honour discounts.
Many customers find the website and ordering straightforward; a subset report delivery or returns hiccups that are usually fixed by customer support.
Several reviewers praise fabric quality and durability, while a few report isolated faults; reported defects were often addressed by customer service.
Some customers report clear, proactive emails and calls; others mention unclear checkout messages or delayed delivery notices causing confusion.
Most reviewers give a positive overall impression, highlighting helpful staff and satisfactory resolutions despite occasional delivery or communication issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 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 UK clothing and lifestyle retailer offering apparel, footwear and homeware for men, women and children. It sells through its website and retail partners. Consumers researching Joules commonly seek independent information on product quality, delivery and customer service before buying.