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Reviews 606
Kricho
Jul 24,2024Wonderful box opening with everything well wrapped. Lovely products and great auto notification of items being stocked. Shipping was super quick. 10/10 experience. 👍
Happy Customer
Jul 24,2024I asked to cancel an order approximately 24 hours after posing it and received a prompt and exceedingly kind reply via email. The costumer service was most helpful and friendly. I am definitely shopping with Jellycat again!
Katie
Jul 24,2024Customer service at Jellycat is truly the best I have ever experienced. After sending in a query I received a response from Ellen who was literally the nicest and best person in the world. She helped deal with my issue in the kindest way imaginable and really cheered me up after a difficult day. If anyone from jellycat is reading this please give Ellen a pay rise/make her a manager (if she wants) because she is awesome and I am truly grateful.
Chloe Broad
Jul 23,2024I had a lovely lady called Annie and she couldn’t have been more helpful! Giving me restock dates and mentioning possible out of stock Jellycat’s! Couldn’t recommend her more
Katherine L
Jul 22,2024Dilailah was very proactive and helpful to solve my shipping issue.
Abbie Cuin
Jul 20,2024Jellycat customer service is amazing. I spoke with Sara who couldn’t have been more accommodating and helpful. She sorted out my issue as quick as possible and was lovely and polite . I would highly recommend the company and if needed the customer service is phenomenal. Thank you so so much :))
Simon
Jul 18,2024I wanted to take a moment to express my sincere gratitude for the exceptional service provided by Kate during my recent interaction. My little boy lost his beloved Jellycat lion soother, and after an exhaustive local search, I discovered it had been retired. Despite the odds, Kate managed to find not one, but two lion soothers available at different stores online. I am beyond thrilled and immensely grateful for her dedication and assistance. Kate's help means the world to us, and her efforts will undoubtedly bring immense joy to my little boy when his new soothers arrive. This experience has been truly heartwarming, especially considering it adds to his cherished collection of three bears and two zebras. Thank you, Kate, for making our day and for your outstanding customer service. Thank you!!
Soukaina
Jul 18,2024Leur service client est incroyable. J’ai eu un souci de colis égaré, l’équipe s’est mise en quatre pour trouver une solution. Il n’y a pas à dire ils sont réactifs et à l’écoute. J’ai finalement reçu ma peluche Jellycat elle est toute douce et vaut son prix !
Marisa G.
Jul 18,2024I recently had an issue with my Jellycat order, but the customer service was outstanding. Sara quickly resolved the problem, upgrading my shipping and allowing me to keep the incorrect items. Her friendly and efficient communication made the experience stress-free. I am very impressed and grateful for the excellent service. Highly recommend Jellycat!
S Yi
Jul 17,2024My order had the wrong delivery address so I tried to cancel the order or edit address but they were out of office. I contacted within the suggested timeframe but they said the order was already packed and shipped. Nothing arrived in time for my trip so I had to return it all. Their return process is a joke. It says my return was delivered but I was not refunded. They said to keep waiting, its already been a month and I still have not been refunded. I did everything correctly on my end but they are holding my refund hostage. This company has awful customer service, if you value your money dont purchase jellycat or purchase it from a different retailer such as nordstrom. UPDATE JULY 17: After seeing my Trustpilot review Jellycat reached out and resolved my issue. For the quick resolution AFTER the review, i am updating the review from 1 star to 3 stars.
Anonymous
Jul 12,2024Awful company and service team! No service at all! I have contacted the service team at least 7 times today anc waited more than 2 hours only to receive no message replies. I contacted them using chat at 10 am and receive a useless reply via email after 6 hours!!! It’s ridiculous. Prices are going insanely high with no reasonable reasons to justify and now wasting my time for not replying at all. I need a real-time agent chat support! If u are not providing this service, dont even give people this option!
Ash Bell
Jul 09,2024I ordered when the most recent release came out. The shipping was very quick, despite me choosing the standard option of 2 weeks, it arrived in 8 days which I was super impressed by! When I opened up my package, I realised that my Chrissie Crab has spots of uneven fluff which caused lines that I could not fix, as well as dark patches. As soon as I realised this, I went to contact Jellycat and I found the live chat. It was pretty easy to find after some quick browsing through the website, although I will say that when you go through the ‘Contact Us’ page link that shows up when you Google the contact for Jellycat, it comes up with an error saying “404: Page Not Found”, so I discovered that you have to go through the website and into the “Get In Touch” tab. Upon me reaching out via the Live Chat, I was helped by Hollie who was absolutely amazing. She Informed me that it wasn’t meant to be that way and she didn’t hesitate to provide me with a replacement via express delivery, which arrived super quickly as well (2-3 days if you don’t include the weekend!). She was also very thorough and asked me to provide her with the batch code so that she could let somebody know and investigate further. Unfortunately the Chrissie crab that I did receive as a replacement has the same problems so I reached out to Hollie again and informed her that it had the same issue and that it was the same batch code. Again, Hollie was super understanding and efficient and despite me not asking, offered me a refund straight away. I am a huge lover and collector of Jellycat and although I didn’t get my perfect Chrissie Crab, I am so grateful that Hollie was so generous and pleasant to deal with. Honestly, it makes me just love Jellycat even more, despite the unfortunate situation. Hollie was an absolute delight to deal with. She was super sweet, wholesome, patient and just overall a very kind soul. She was very empathetic and provided incredibly proactive support. She was very quick with her responses which was amazing too. She’s a great problem solver and It was easily the best service I have ever received. She deserves some huge recognition! I would give her 100/5 if I could! Thank you so so much Hollie!
Steve
Jul 06,2024After three attempts by the merchant, an unauthorized charge from Jelly Cat, Ltd appeared on my credit card. The first two were declined, according to my bank, but the 3rd got through. My correspondence with Jelly Cat, resulted in "Since this purchase was approved by your bank I (we) am (are) unable to issue any refund unless the items are returned. Due to our privacy policies, we are unable to provide any information about any potential orders." They can charge my credit card, but not provide any details to me of what the supposed order was about? How can you return what you never ordered?
Lizzy
Jul 06,2024I cannot thank Dilailah, a Customer Service Agent at Jellycat, enough. Her professionalism was outstanding and rectified a what could be a very difficult and disappointing situation. A very close long time family friend was due to have a baby and had given baby a foetus name that matched on of Jellycats teddies; so I had decided to send one to them. Ordering was simple but unfortunately the parcel got stuck in customs. For over a month (I held out to begin with because it was a package overseas) it was backwards and forwards with the courier who were no help at all, passing me from one department to another, and the language barrier between myself and customs proved a huge problem. Dilailah stayed in correspondence with me through the whole process and took over when it was getting nowhere. Once there was enough evidence to prove it was missing she promptly set up a new delivery with a different courier which arrived so fast, that it was with the recipient within a few days. Not in time for baby unfortunately but soon enough after. She is a credit to their company and the fact I was able to have the same Customer Service Agent throughout the situation, enabled the experience to be more personal. As for the products I could not be happier with the quality. They are so soft and I like the variety on offer. I have since purchased three other teddies which have been adored by all recipients. The Amuseable collection is a great idea and their Animals collection has proven hard to choose between. The only disappointment I had was that the book and teddy sets I wanted have been out of stock for a while. I had to choose to buy a teddy by itself and as for the other set, I am hoping will be back in stock before the next baby is due date, whose is fast approaching.
Matt
Jul 02,2024Delighted with service from start to finish. Thank you! Happy grandson!
Victoria S
Jun 30,2024My child spent her birthday money to buy two jelly cats From their website. Jelly cats uses a subpar delivery company. My daughter was sitting by the front door patiently waiting. And when she checked on her delivery, it said it was delivered and it wasn’t. Jelly cats told my child There was nothing they could do and DHL said two days later they would come and look through our apartment community for it. So my daughter lost almost $70. Is so very wrong. I am so very disappointed in this company and I’m going to find every place I can to write a review to tell them that they steal from little kids.
lisa harrington
Jun 29,2024My parcel was Apparently delivered however I didn’t receive it. I’ve been refused a refund as I’m not willing to wait for a replacement. I’m going on holiday so this moment in time a replacement isn’t helpful.
Mrs Carla Love
Jun 26,2024Well I wanted to take the time to Thank Jellycat and Kate for her wonderful service. I can not fault them, and we love the Jellycat range.
Marie
Jun 24,2024J’adore la qualité de leurs peluches. Inégalable.
Westworks Building, 195 Wood Lane , London , W12 7FQ, W14 0DA, London, GB
http://jellycat.com
Megan
Jul 25,2024My parcel hasn’t turned up, so I emailed Jellycat and had a lovely lady named Kate email me back showing nothing but kindness and understanding! Kate sorted out a new delivery date and offered a sincere apology! I couldn’t recommend the chat enough!