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Reviews 606
disney06
Jun 30,2023What on earth is going on at Jellycat ? We are another small business customer for over 20 years but recently the customer service we have had has been shocking. Placed an order on 12th June by email and received a receipt confirmation. By 25th June had heard nothing more and our stock had dwindled considerably in this time. I phoned the company to be told that our order must have got "stuck" in their system. I explained how desperate we were for the stock and asked for it to be fast track. However, 4 days later and still no notification of this delivery ? ! I've also had issues trying to pay invoices with unanswered phones and un-returned calls. However, the icing on the cake was a few weeks ago I asked if there was a possibility of providing a raffle prize for our local primary school to raise money ( the school contains a huge Jellycat customer fan base as you might imagine, and a Jellycat prize, would likely promote even more sales for them). We've never asked before. We were only expecting a sample, slow seller or discontinued item - nothing fancy. But after 20 years of supporting Jellycat we were given a flat "no". Upsetting is an understatement - clearly our 20 + years of business has no value to them. As this company has expanded it is not growing for the better - sadly it is failing its small (loyal) retailers on which it used to rely when it first started out. Now we are just a number - and clearly not a big enough one to count any more. Updated to say I contacted my rep. end of last week - she is trying to get it sorted. This is the end of the second working day after she has intervened but nobody from Jellycat has been in touch, and still no order confirmation of despatch ?
Max Cuvellier Giacomelli
Jun 21,2023Their toys are great, and they have the customer service to match! They were super responsive and extremely helpful in managing our return.
Megansage
Jun 21,2023Very good customer service as always. Especially good service from Skye via email. Helped me with a replacement when I received a faulty jellycat.
Claire
Jun 20,2023Unfortunately our order, for my daughters 13th birthday, was delivered to someone else. This could have caused a major meltdown for my daughter, if it wasn't for Sara. Unfortunately on our replacement order, the Turtle was out of stock, but Sara went out of her way to "find" a Turtle and expedited to us, along with a birthday card, stickers and a bag. It made my daughters day. Then we received the balance of our replacement order, along with another birthday card, bag and a box. My daughter's words were "it was worth the wait". I would like to thank Sara for her prompt responses and sorting a resolution, that has more than satisfied us, following our original disappointment. At no stage did I feel the need to escalate my complaint. I would also add that Sara is a great asset to the team. Sara couldn't have done more to rectify the error and in a speedy time frame. Sara you are a star, thank you. Claire
Lydia Humphries
Jun 09,2023For such a large company, their customer service is amazing! I've worked in customer service for years and the issue I experienced was quickly sorted. Hollie, the advisor, went above and beyond. Very well done jellycat!
Bec Schmidt
May 21,2023I discovered an issue with the quality on one of my daughters Jellycats (a stitching issue) which I thought was strange given we have many and had never experienced this. I emailed the customer service team and was shocked by how fast a response and solution was provided! A matter of hours! Especially considering since I am in Australia. I emailed back and forth with Skye who was so lovely, helpful, friendly and efficient. I haven’t experienced such wonderful customer service in some time and highly commend both Skye & Jellycat on this!
Adeline
May 19,2023Très bonne expérience avec Jellycat, un support client incroyable qui a su palier à l’incompétence de la société de livraison ! Je les recommande à 100%. Ayant bien fait attention à la taille des peluches lors de ma commande, je ne suis pas du tout déçue ! Foncez !!
Kelly Hart
May 19,2023I ordered a personalised bunny for my friends baby. however, the font on the bunnies jumper was difficult to read. I contacted customer service and spoke to an amazing lady called Ellen who arranged for a replacement jumper to be sent with a block font. I received the replacement today and was very satisfied. 5star customer service!
Buyer of Items
May 17,2023Ordered the fuddlewuddle dragon jellycat as my first purchase. After 11 days my order had not yet been dispatched, so I emailed customer service. By the next day, my order had been dispatched and arrived at my house, and my shipping had been refunded. Amazing quality teddy and super customer service, 10/10 🤩
Sophie Bushell
May 12,2023just called up about an order mix up, and the lady i spoke to was absolutely lovely and sympathetic towards what happened. amazing customer service and i hope she has an amazing day :)
Lilly
May 10,2023Jellycat stop retiring your plushies so soon! Living in this world it’s hard to get enough money to buy one of your expensive plushies but when we have enough money the plushies become “retired” and because of this , it’s putting me off buying anything else off you and I know many many people will agree with me !!!
Natalie B
May 06,2023Amazing! Fast delivery, came packaged lovely in a really nice quality bag. I usually buy jellycats locally but will definitely only order from here from now on. Ordered flumpie frog and he’s gorgeous Can’t recommend enough thank you
BU
May 06,2023We have carried JellyCat for a number of years, and after placing a significant amount of money on an order in January, we were informed afterwards that this brand closed our account due to "not meeting the minimum last year". Our rep never reached out to us about this new requirement and refuses to accept our order. The customer service is atrocious at JellyCat and we would rather do our business with other toy and plush brands that appreciate their clients.
Lottie
Apr 27,2023This week yas was very very helpful by giving me some very quick advice and helping me with finding who my sheep furry friend was :)
Mirko
Apr 27,2023My first order a kitten caboodle black was missing an eye, problem that i never had before with any of the stuffed animal i bought before here, they were super fast to send me another one as a replacement plus another little surprise! I can say im really happy and I'm gonna keep buying other little friends from this great company! Customer service always professional and kind to help me!
Trudy Singzon
Apr 24,2023I ordered the Love-Me-Lobster online and had it sent to my niece in Germany. I got an email notice on 4/1/23 that there was a delay and it would be delivered in 1-2 business days. I kept checking the tracking number and it wasn't delivered the next week or the next. The next time I looked on the website, it said it had been delivered on 3/31 at 11:45pm. Seemed odd. At that point, I had my sister and brother-in-law call DHL in Germany to inquire and they said they would look into it. I also made an inquiry through Jellycat. Josie from Jellycat was so thorough, emailing me with updates regularly. When it looked like it had been lost in transit, I was offered a full refund and somehow it got delivered that same day. My 5-star review is for the excellent customer service I experienced which I felt was really above and beyond. I know that companies have to rely on shipping carriers and don't always have control of what happens on the ground in a foreign country. I'd definitely order from them again. Thankfully, I also have local stores near me that carry lots and lots of Jellycat items!
TP
Apr 21,2023The customer service is phenomenal! They responded quickly and professionally and sent a replacement for a plushie that had been sent to me damaged.
Taryn Dougherty
Apr 20,2023Was sent a friend that was a bit defective, contacted customer service to let them know and received great help! Timely and respectful emails back and forth. Great company!
Paddy FlemingB
Apr 16,2023Ordered a jelly cat product and received one email with all cutely worded information saying I should receive my item in a few days. I received nothing further until I contacted them requesting a refund as my item has still not arrived. They again sent an email with cute wording saying I should receive it soon and after searching for my order they located it and can confirm it has been dispatched and is on its way via courier, I reached out to the courier and there is no such item with them! I’m wondering how legit this company is as they state I can cancel and get a refund yet they refuse to give me one and they can’t give me a definite answer as to where my order is and what my tracking number is. I would not recommend this company.
Westworks Building, 195 Wood Lane , London , W12 7FQ, W14 0DA, London, GB
http://jellycat.com
Susie Innes
Jul 03,2023Absolutely first class service & speed from a lovely woman called Caitlin what an experience and the very best of communication and service. Thank you so very much