I have had mixed experience with Joules- but this will actually be about the website and product: 1. I ordered a polo a few years ago that arrived loosely stitched on one side- this was back when you actually had to order through the UK site and go pick up the order at the post office because it was international mail. Joules replaced the polo with no complaints, but the next one to arrive was only slightly better off. I left it as is and I still have it, but it started to show little holes after a few washes. It happens. 2. I ordered another polo from the website- one of the Elephant Polo collection with all of the thicker fabric and fancy embroidery and the stitching at the bottom of the 3 button portion of the collar came undone immediately after the first wash. Not wanting to return the item for all the hassle, I just stitched it up myself and the shirt has otherwise worn wonderfully. 3. This year, I tried to place an order on the newly created Joules USA site since I am in the US and am forced to use this option. Nothing but trouble! I received the error screen that many have mentioned and my bank- detecting a charge of over $200 from a source outside the US shut down my card! This has never happened ordering from abroad before- and every time I try to use the site it's either very slow, down for maintenance or I can anticipate having the same trouble with ordering. I really do love the products that Joules makes (I am currently wearing the ruffle button down blouse with antique horse print from last year) and find that when it lasts, it really lasts, and when it doesn't, it falls apart immediately. My main concerns are quality control and ease of access for the website. Joules has to understand that they are very popular in the US and adjust their credit card processing to make it easier for people to spend money on their site! After the whole snafu with trying to place a fairly large order on the site, I just gave up. Currently, I am attempting to order some items through my local saddle shop since they have direct access to a supplier- we'll see how it goes! Otherwise I have to call my bank to tell them the exact amount I am going to be spending on the website before I place the order. Bit silly, that. 4. As for sizing I typically wear a small in tops in US sizes, sometimes even an extra-small but the Joules blouse I am wearing right now is a 10, which is a Large I'm definitely not a large in American sizes, so I would say there's a 1-2 size difference depending on what style you are ordering. read more

VERY VERY poor customer service!! This describes my first and ONLY order I have or will EVER make with the Joules website! I placed an order with a pre-paid credit card linked to my paypal account. While placing the order, an error screen appeared, I tried 6 times in total thinking it was my card at fault. I then decided enough was enough and gave up. I checked my account where i had been making the payments from just to be sure, only to notice they had taken the payment off my card along with 5 other penny payments! Bare in mind that i placed my order on Sunday evening, I spent the whole night worrying about this payment. Monday morning as soon as they opened i called them, only to be told that payment didnt go through it was a deffered payment (!!?) I explained that it couldnt be a deffered payment as the money has come out of my account!! I had to email them proof from my account that they had taken the money, then an in depth detail that the payment was completed and not deferred. After they received that they then called me back and appologised and said its ok they can process my order. I was called back 4 times on monday to check the details of my card. Everytime was told its ok, my order can now be processed! Tuesday morning came, I called them back to check my order was going to be delivered, only to be told again that they cannot process my order as they cannot send me my order for free. ?? I was furious, how can i have the order for free when the money has come out of my account?? The woman was really rude, called me a liar, thief and a cheat! I was then told that my payment was not deferred it was a shodow payment! Again how could it be a shadow payment when the money has come out of my account? The frustrating thing was they couldnt even find my payment in their system, so how could they even commen on it!? To add to my frustration, they could find the penny payments as they had refunded those without any trouble! This went on for several days, phone call after phone call, day after day. Wednesday evening they had to fax my account to say they didnt want that payment only tell me they wanted to re-take it again!! I did get the refund ok, and did place the order again BUT NEVER AGAIN! The joules telephone team are extremelly rude and un-willing to help! read more

I have placed 3 orders with Joules (on line) since March this year. The first order descended into farce as they clearly didn't have the stock to fulfill it. I was promised delivery day after day but in the end they even stopped communicating with me. My second order was recieved ok, although I never received a confirmation email or notice of intended delivery. My last order was placed nearly 2 weeks ago and again I did not received any confirmation emails whatsoever. I have just rang customer services only to be told that the order has been cancelled, as they don't have the stock. The irony is that I received a gift voucher as a gesture of goodwill following my intial order calamity and have tried to use the voucher against this latest order fiasco!! Please, please save yourself the frustration and disappointment of trying to deal with a company that truly lacks care. Avoid ordering from Joules at all costs shame I can't award no stars in this review. read more

I have Loved all my Joules clothes, my girlfriend bought a fantastic Badminton horse trials hoodie, unfortunately she thought I was a bit slimmer that I actually am. We thought no problem we'll call Joules, explain the situation and hopefully exchange it for the correct size, all went well with the phone call they emailed be the exchange label I sent it back to them and I got proof of postage. I waited to hear from Joules but nothing, I called them back Joules have said that they have not received anything, I sent them the proof of postage for Joules to say that they can not accept the proof of postage. So we paid Joules for the hoodie, we sent it back to them. Joules get our money they get the hoodie and we get nothing. I believe that this sort of action could be counted as theft. I am not happy!! I recommend that if you are buying from Joules that you make sure you have everything right otherwise you could lose out. read more

Have been buying from Joules for 6 years and customer service has been consistently bad for that whole period! Almost every time they give out discount codes, they don't work when you try to use them online. I dread then having to call customer services as they employ the most rude obnoxious staff I've ever had the misfortune to speak to on the phone. Last time I was so shocked by how I was spoken to and the unwillingness to help with my problem (which was their fault) that I filled out an online form complaining about it and stating the person's name & time of call. I received no reply, so emailed again only to be ignored a 2nd time. Will stick to Boden in future, whose customer service is at the other end of the scale fabulous . read more

I thought that Joules would be a quality brand. However, my experience with both their clothing and customer service has been awful - website that is. For the last 4 items ordered 3 were damaged on arrival and 1 gained a hole after 1 wash! The polo shirt they sent me had part of the cloth hanging off!!! I wrote a major letter of complaint with my last order which they did not even have the courtesy to respond to me. I had to chase the repayment a couple to times. Mary Porter should be focusing on rip-off shops like Joules rather than Primark - at least Primark clothes are assembled on arrival!!! read more

I used to be a big fan of Joules, but their customer service/admin is appalling. Nearly three months ago I bought a coat and then returned it within the period allowed. To this day I have not received my refund. Joules blamed it on a new computer system but this wasn't the first time they have failed to put money back onto my card. And of course, despite calling them over a week ago, still no money... So beware of Joules as you may end up out of pocket if you try to get a refund on an item. read more

What an absolute load of rubbish never again will I buy anything again from this company. Customer service, what a crock!!!! Wellies which leak and they won't even attempt to review the situation!!! I would strongly advise anyone to shop elsewhere instead of having to suffer the misfortune of dealing with this atrocious company!!!!!!! I have to click on a star but ideally it would not even be 1 star!!!!!!! read more

Appalling ! I can not believe this. I ordered a dress for my wife's christmas present and a week laternothing. So I started to email them and call to find out where the item is didn't seem to know. I've just gone into my account tonight to see if there is any change in status and they have Cancelled the order ! Speechless. I will never buy from them again, appalling in every sense. read more

I've had great service from Joules in Market Harborough and just had to leave a review. A member of staff called a number of other stores to find the right size in the Moredale jacket for me, which I then arranged to have posted to my house. I ordered it on Wednesday afternoon and it arrived on Friday morning! Many thanks for great service and a great jacket! read more

i have had the most dispicable experience shopping with joules for the 1st time. the chester store left me dissapointed but the customer service team were atrouicious, i received no help, spent hours emailing, phoning & writing and was left totally dissatisfied and the problem unresolved. please please for sanitys sake do not shop at joules read more

Terrible customer service. Didn't reply to my letter or the email I sent a month later to chase up the letter. When I gave up trying to get a response and rang them, they were very unapologetic and didn't resolve my complaint at all. Very poor. read more