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Reviews 606
Doris
Jan 04,2023vor 6 Wochen ein Kuscheltier zu Weihnachten bestellt. Bis heute nicht erhalten. Geld wurde sofort abgebucht. Kundenservice nach 6maligem Anschreiben und Stornierungen keine Reaktion. Auch nicht nach Falleröffnung per paypal. Einfach unterirdisch
PJ
Jan 04,2023Very similar experience to a lot of other reviewers. Non existent Customer Service and an inability to ship items in a timely manner. Item ordered on 5th December as a Christmas present. A couple of days later I received an email saying they were running roughly 5 days behind schedule. As I had ordered well ahead of the Christmas delivery cut off date I reckoned it shouldn't be a problem. In the lead up to Christmas I emailed their Customer Service address twice to see if the item would be delivered on time but as of yet had no response. Item was eventually delivered after Christmas.
Rowan
Dec 30,2022I ordered a toy for my girlfriend on the 3rd of December. I received an email on the 12th saying the package had been delivered alongside a picture of another person's front door. I have emailed multiple times since the 12th and not received a single response. I have also tried calling with zero success. I am extremely disappointed in this companies complete lack of customer service and failure to provide any solutions.
April Lee
Dec 28,2022I ordered directly from Jellycat, right before Christmas, not expecting items to arrive on time because of storms and post being inhibited. Items arrived before Christmas! All in perfect condition in individual Jellycat-printed drawstring bags. I was happy and impressed!!! Thank you Jellycat!!! I will definitely order again. 😀
Ina Bullins
Dec 28,2022I placed an order on December 10. I was provided an order number and was told I would receive an email when it shipped. It has yet to be shipped. My bank account was deducted but nothing has been sent to us. I have emailed several times with no response.
Luelle
Dec 27,2022My order this December has been waaay more stressful than needed and the process has been bad. But I’m actually bowled over by this Customer Service. I called and having seen the start of the number they provide I asked them to call me back right away. They did this without question. I ended up speaking to a 2/3 ladies and each was attentive, genuine and wanting to solve my order issue. This was sweet and clear regardless of what was up with posting or dispatch! Honestly - I believe the things I’ve seen on social media or online is much to do with the lack of infrastructure to deal with this level of business. Not the people at the front having to deal with this. Bless them and thank you JC xo
KAREN
Dec 25,2022Ordered in stock items on the 5th of December. Told a 5 day delay. Non existent customer service replies via email. Phoned very expensive phone number. Advised items weren’t in stock & the two that were available would be delivered ASAP. Christmas Eve,items still haven’t left Jellycat. Disgusted. Very disappointed by all the lying.
Lloyd
Dec 24,2022Ordered for Christmas on 30/11, email to say dispatched by tracked Royal Mail on 06/12. Order has never arrived. No response from company at all despite multiple attempts. Have requested refund with no response. Absolutely disgusting service. Do not buy from them! Looking at other reviews they are taking money and not supplying the goods which is a criminal offence.
Stephen
Dec 23,2022Awful service. Placed an order on 10/Dec as it was meant to arrive before Christmas. The money was taken straight away, with no order confirmation or updates. I’ve tried contacting customer service 3 times, with no replies. My advice: buy elsewhere as at least with Amazon you can get some sort of customer service. Avoid!
Gemma
Dec 23,2022Like other reviewers, I ordered in a timely manner (4th Dec) for children's Christmas gifts. I haven’t received my items and have tried communicating with Jellycat with no response. It has left me in a difficult situation whereby I’ve spent my budget but have nothing to gift on Christmas Day. Royal Mail strikes are not an excuse - all the other companies I’ve used over the festive period have thought ahead and used other carriers. Jellycat should be working day and night to get these orders out for people. There is no excuse in this day and age for such poor service. Shame on them. Will never recommend or use again.
Gary
Dec 22,2022Ordered 30/11 , and the status is still “item received at peterborough mc” until today 22/12, emailed so many times and never reply, wish I read the reviews before order.Never get from the official web again.
Kaly Hamblyn
Dec 21,2022Ordered on the 4th December. No communication since. Emailed countless times with no response until I complained on social media, then received a generic email stating they were working hard to get my order dispatched before Christmas cut off - no communication since. I’ve ordered from this company before with no issues and did not expect such an unprofessional service this time. Jelly cat - you just need to refund if you cannot fulfil orders. Disappointed, as will be my children on Christmas morning.
Sarah Taylor
Dec 21,2022Well if I had a choose there wouldn't be a star * I placed order on December 3rd I appreciate high level of orders and postal strikes But maybe as a company you need to use a different delivery service! I've send about 3 Emails with regards to a update on m my order total ignored I've also phoned to say it be dispatched in time for Christmas Not had any dispatch notification and unfortunately I won't receive this now this side of Christmas On the 3rd December when I placed my order I also payed the Extra delivery service I've now asked for a refund, ignored again I've ordered the same order from different company with next day delivery and dispatched and coming today 21december I only wish I read reviews my mistake before using this company
Gareth Smith
Dec 20,2022What terrible service. Ordered a bunny on 26.11.22 and according to the website will take 7 days... Yeah I'm happy with that. On the 08.12.22 I get an email from them saying to bare with them, experiencing delays due to postal strike... Not a problem. On the 15.12.22 I send a communication to the help desk... It is now the 19.12.22 and have not had any response... Not looking hopeful for the Bunny I ordered for a Christmas present 4 weeks ago. Terrible lack of communication, poor customer service.. If your struggling just be honest and communicate... Its really not that difficult! *update* Spoke to JC customer service on 21st Dec and was assured the product would be expidited via DHL and that they would call me. On the 23rd December, I called again and was again assured that it would arrive and they would then call me to confirm..... Guess what... No product or any communication! 27th December, I get a refund for the product to my bank account, but STILL NO communication from anyone at JC. I still haven't received any communication from my zendesk email to the Customer Service team either. Very disappointed, very frustrated that I have not received either the product, any form of an apology or any form of goodwill gesture.... Like many other reviewers, I agree that you should be ashamed! *Update - 04.01.23* Received the Bunny by Royal Mail. *Update - 13.01.23* Recieved a very apologetic email from JC online help in response to my query of 16.12.22 🙄. Thanks for the email response, the Bunny and the refund. Just a pity that you were over whelmed by demand and let down by poor couriers. Hopefully things will improve.
Raúl González Martín
Dec 20,2022horrible experience Customer service has been slow and disastrous, neither has it been ordered nor has it left the warehouse and I ordered it 20 days ago. I have tried to contact them on many occasions and have not received a response.
Elle
Dec 20,2022Ordered a mouse on the 8th December. Called to say and the order hasn’t ‘progressed any further’. Was assured a refund and further communication but neither have appeared. Will be complaining further. Shocking given this is the official company rather than a stockist. Will go elsewhere next time.
A NS
Dec 19,2022Jetllycat is a very arrogant company. It was the worst customer service ever I have experienced. Do not recommend you to buy a thing from their own website. Nearly 10 days late delivery, but there was no apology nor notice in advance at all. I contacted them, yet they had not answered me. Then they left a message that it was delivered after a very late delivery.
DebR
Dec 19,2022Received a Colin the Chameleon which was faulty, sent an email with a photo on 27 November, phoned the customer service team on the “local rate” phone number provided only to be charged 77p, and was told it was with a manager. Sent follow up email, still no response. On 16 December left a message on a London number and still waiting for a response. Worst customer service I have ever experienced.
Amy Warden
Dec 14,2022Always been helpful for me. Good selection on their website. Always packaged nice.
Westworks Building, 195 Wood Lane , London , W12 7FQ, W14 0DA, London, GB
http://jellycat.com
Jen Brown
Jan 10,2023Ordered something December 10th from Jellycat. Wasn’t expecting it before Christmas but maybe a couple days after. It’s January 10th and I still don’t have it. The customer service doesn’t care. No apologies. And I paid $8 for the slowest shipping ever. Hopefully it comes this week.