I bought a jacket costing £280, it was for winter but I bought it in June, so didn't start wearing it till November. However, after 3 months the zip broke, I rang customer service, they said in no uncertain terms that they would not help me. Apparently their guarantee is only for 6 months, not the usual 12. I explained I had only been wearing the jacket for less than 12 weeks but they would not offer me anything. They wouldn't even let me send the jacket to them, as my cost, to see it had very little wear. Their clothing is over priced, obviously not good quality & their customer service is atrocious. What a let down :-(
Bought a pair of willies at John Lewis. They developed a fault. JL not interested since I had no receipt [bought on their account card though.] One call to Joules and I was sent a free returns label and quickly received a new pair without quibble.
I got my girlfriend some wellington boots for Christmas then a few days latter I noticed they had been reduced from £79.99 to £39.99. This is quite a big difference so I called customer service to see if they could refund the difference. I was told that they could not and I would have to buy a pair of the sale ones then return the full price ones I have ordered. On every level this is a complete failure as the company will have to pay 2 transactional payment charges and 1 refund payment charge with their bank as well as the cost of picking packing and dispatching the item. All this on top of the inconvenience to me the customer shows a complete lack of customer focus.
Great quality clothes (most of the time) especially the sweatshirts. Unique prints. But sometimes the quality and styling of the garments falls below par. Very expensive, certainly not value for money, wait for the sales everytime!