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
Store lacked size 6 items and would not bring sizes in to try.
“Firstly the store does not carry Size 6 items.”
Beautifully made hat led me to buy another.
“Beautifully made so have bought another”
Tracking showed suspicious links and delivery tracking stalled for days.
“Tracking link showed up as a suspicious link but I looked it up anyway.”
Customer service blamed a third party and refused a refund.
“they refuse to give your money back”
Shipment still undelivered after multiple tracking numbers; customer service unhelpful.
“Customer service useless and inefficient.”
Returns to the US are no longer free and return labels are missing.
“returns are no longer free to the United States”
Item not received yet customer service insists it was sent.
“I didn't receive my item and customer service don't see any problem”
Non-existent customer service led to $200 lost merchandise.
“Horrendous customer service. As in non-existing.”
Deliveries are excellent and garments are well made with good fit.
“Their garments arrive beautifully packaged.”
Third-party sales caused slow, frustrating refund and poor customer service.
“it will take another 2 weeks to be reimbursed - a month to get my money back”
Bought discounted Joules wellies that fit well and look stylish.
“Very warm and stylish wellies.”
Order delayed and Joules allegedly misrepresented shipping and ignored queries.
“Queries are ignored via email”
Waited five weeks with only automated email responses and no delivery.
“Terrible customer service.”
Returned items posted a month ago with no refund or contact.
“There has been no contact from Joules”
Promised refund for out-of-stock items not received and no response.
“no refund and no response from Joules.”
Order tracked as dispatched but cannot be located and remains overdue.
“tracking states dispatched. Cannot trace where my order is.”
Parcels allegedly stuck and Joules blames Royal Mail strike delays.
“We are consistently told the parcels are with Royal Mail”
Order has not arrived and customer service blames Royal Mail.
“customer services are rubbish”
Returned items but received a gift card instead of a credit card refund.
“no refund will be given, just a gift card”
Multiple items not fulfilled and promised refunds not provided, with no response.
“Have failed to fulfil orders”
I recently had the pleasure of shopping at Joules and I must say, it was a wonderful experience. From their stylish collection to their exceptional customer service, everything about my purchase went smoothly without any hiccups.
Firstly, the website itself is easy to navigate with clear categories for men's, women's and children's clothing along with footwear options too. They have an extensive range of products that cater to different preferences and sizes which made my shopping experience all the more enjoyable.
Additionally, I was impressed by the quality of their products - they were well-made using premium materials that promise durability. The clothes were soft yet sturdy while the shoes looked stylish yet comfortable enough for everyday wear.
Moreover, Joules offers free standard delivery on orders over £59 which made shopping online even more convenient. And if you sign up as a Friend of Joules or shop from Garden Trading then you'll get this benefit too!
Overall, I would highly recommend shopping at Joules not only because of their fabulous collections but also thanks to their top-notch customer service and free shipping policies!
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.