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Reviews 606
Annie
Apr 07,2024I had the absolute good fortune to be served by a wonderful customer service attendant called Kate. Initially, my original order was faulty, Kate reordered my jellycat dinosaur swiftly and efficiently. The reason why I will be a returning customer is purely because of Kate and her excellent professional customer service. Thank you from Annie x
Kelvin
Apr 05,2024Amazing customer service. I want to give a shout out to Dilailah. You have been extremely helpful and I hope every customer service representative would be as awesome as you! Keep up the good work! Thank you again Dilailah
Leah
Apr 03,2024Horrible customer service. After patiently awaiting the restocking of an item for several weeks, I placed an order. However, despite tracking its progress for weeks thereafter, the status never updated, and the item never made it to the courier. I emailed customer service and was told that it was the couriers error, that the item was on its way back to the warehouse, and I was offered a refund or replacement. After saying I’m happy to wait for the item to be returned and re posted, I was told that’s not possible, that the item was out of stock, and that I had been refunded. Not only was I refunded less than the amount I paid (which was blamed on the bank), I was told to just wait for the item to come back in stock or shop elsewhere. In all, it appears that there was an error by Jellycat with my order and it never made it to the courier, resulting in me missing out on gifting a present and also being short changed. While I understand these things happen, this issue was handled very poorly, with Jellycat shifting blame multiple times and seeming to not care about my shopping experience, or the detriments to me due to errors made by them. Reluctantly, I have re-placed my order as the item isn’t available elsewhere, but after this I won’t be shopping with Jellycat again due to their poor customer service. Seriously not what I would expect from this company.
Lily JJJ
Apr 03,2024Recently I contacted Jellycat about 3 of my plushes with major defects, it's something I contemplated on for awhile, initially I was going to let the first 2 issues go until I received my Hot Pink bashful bunny with severely mis-shaped face and a hole on the body. My aimee sheep has shedding so bad that resulted in a bald patch and the face is not lined up correctly, and a huge snow dragon with missing nostril and severe shedding in clumps, and brown hard gunks around eyes and body. I spoke to Leah who I felt dismissed the issue saying shedding it normal, but I don't agree that for stuffed animals priced so highly, these issues shouldn't occur. I provided all the info they requested, plus many many photos, but they claimed they cannot help me since I don't know the exact origin for 2 of them as it was gifted by my friend for my birthday, and she didn't tell me where she purchased them. Despite providing them the batch codes and many detailed photos. I own over 200 jellycats and have noticed the quality dropping suddenly in the past year, the prices keep going up but the products does not reflect that. everybody praises how amazing the customer service is, but for my first experience, I am extremely unsatisfied.
Chantelle Kelly
Apr 02,2024I have just had to call Jellycat on the phone (02/04/2024) regarding my recent order, and I spoke to the most amazing representative called Ellen. She was incredibly polite, and helped me with my query straight away. She was so kind, and I honestly can’t thank her enough for helping me. I hope that these comments are passed on to Ellen and she is able to see them, she has made my day!! :)
Ziggys Gift Shop
Apr 02,2024As a stockist, Jellycat is the worst supplier I have ever dealt with. If their products weren't so good, I would have abandoned them years ago. Since they don't have a wholesale website, you are obliged to phone them and read out long codes for each thing you want. It takes ages. No confirmation email is sent so you then have to phone to see if they are processing your order only to be told they have no record of you placing an order and you have to go through the whole process again. This happens almost every time. Unless you are speaking to someone called Simone, your order will not go through. Just this morning I phoned to check if the order I placed on Thursday had gone through. Of course it hadn't!
Chinky Mishra
Mar 29,2024I am writing to commend Jellycat on their recent actions. Unfortunately, I recently received an incomplete delivery which I discovered on 25th March. I emailed on the same evening and phoned the following day. I spoke to the lovely Sara who could not have been more helpful; she promptly contacted the warehouse and arranged for the missing item to be sent to my home address (I received it on 27th). Amazing customer service, thank you very much 😊
Sus
Mar 29,2024Just when we were about to go outside for a much needed walk during bottlefeed training (tears!) the doorbell rang and there was Broc! This stuffed broccoli, wrapped in a pretty bag, was just what my son needed. He loved him right away and he found some support in Broc’s green fluffy head during this hard day. Also, the service at Jellycat is incredibly nice!
Michael
Mar 27,2024Courier lost the ordered item but the subsequent customer service from Jellycat has been excellent.
Clarice Lim
Mar 22,2024I recently purchased a sage dragon and had it shipped internationally. The process was smooth and quick. I was attended by Suzanne for some queries I had. She was helpful and attentive! Really appreciated her guidance and help!
No name
Mar 20,2024Fantastic customer service. Had an issue with a product which was quickly resolved. This turned what could have been a negative experience into an extremely positive one. Thank you to Hollie and the customer service team.
Shi Hui Ooi
Mar 19,2024My parcel was not received after I placed the order weeks ago. I emailed customer service and I was told the parcel was lost when it was on its way. Dilailah replied very soon and she offered me a refund/ replacement. The conversation was prompt and effective even though we were in a different time zone.
jackie breen
Mar 11,2024Ordered through the Jellycat website. Item said it was shipped, never arrived. Contacted them, got ignored. Contacted again, got ignored. Posted on their Insta that I was disappointed, received a DM. Responded with what they asked for only to be blocked. Emailed through site again and here’s to waiting. How disappointing when your trying to buy something for a friends kids when they’re having a rough time and you get left feeling ripped off and frustrated instead
Mrs Anderson
Mar 08,2024Fantastic customer service. I ordered a personalised Bashful Bunny with the name in italic writing but due to the nature of the italic the name didn't come out how I hoped. I contacted Jellycat and Kate responded quickly and offered to refund the personalisation or send a replacement bunny with the name in the bold font. The replacement arrived quickly and I was delighted. The quality of all the jellycats are amazing and they have customer service to match.
Diana Nobre
Mar 08,2024Placed an order 2 weeks ago, until now, my order status looks like pending and I have no information about expected delivery date.
Ella Gray
Mar 07,2024Received a very tiny bunny not like the photo that looked poorly put together, no measurements were put on size so expected it to be a decent size but received something smaller than my hand that felt very cheap and tacky and they had a no returns policy so $45 down the drain
Jo Taylor
Mar 07,2024Right from my first email Hollie in Customer Service has dealt with my issue promptly and efficiently. She has been amazing and has replaced the faulty toy, even providing a Jellycat drawstring bag which wasn’t with the original shop purchase. I can’t praise her and Jellycat enough. Top Class Service!
Amy Warden
Mar 04,2024Honestly I’m so disappointed. I managed to order early release for the smudge hippo. My disabled child with severe autism and adhd alongside was who the order was for. They’ve all but said my order is lost yet won’t replace. £66 gone and a child I can’t explain to that the company don’t care about her or her order. I won’t be ordering from them again. A very upsetting situation yet no one cares. Always fobbing people off to another department. No one will actually help ME
Sarah
Feb 28,2024Best ever! 10/10 for product and customer service
Westworks Building, 195 Wood Lane , London , W12 7FQ, W14 0DA, London, GB
http://jellycat.com
Courtney
Apr 08,2024The Jellycat team went above and beyond to help me with a lost order, ensuring I had the adorable item I ordered in time for my son's birthday. Suzanne was so responsive and helpful - really cannot recommend this brand and team enough. Thank you!