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Reviews 606
Thea Greve
Jan 23,2025To start with: nowadays, if your trying to speak to someone on the phone, you can “talk” to a chat robot. What a surprise I called the Jellycatnumber and didn’t even have to wait before Sara picked up the phone. Very friendly, thoughtfull, helpfull, doing everything to take away my sorrow about a missing parcel from you: not 5, but 10 stars !
Seamus
Jan 22,2025I purchased items from this store, unfortunately it was sent to the wrong country. After trying to work with the local delivery company they wouldn't assist me, I got onto Jellycat support, explained what happened and they helped me out, they reached out to the delivery company and was organising it's return, the delivery company lost the items and Jellycats support immediately reshipped the items to the correct address. Dilailah from the support team kept me updated and assisted with my queries/ issues
Dong chen Hu
Jan 21,2025At first, we got a defective doll, but luckily, we had a really kind and warm staff member help us out. Big thanks to Alex for patiently answering all our questions and clearly explaining the solution and process. It really put us at ease!
Mohamed
Jan 21,2025I had the absolute pleasure of interacting with Alex in customer service, and I have to say, she is truly a gem. Even though I’m from a different country, her warmth and kindness transcended any distance. From the moment we spoke, her genuine care and positivity put me at ease, instantly making me feel comfortable and valued. Alex didn’t just help me with my issue—she made the whole experience feel personal and meaningful. Her prompt and attentive assistance was incredible, and what stood out most was how she turned a routine customer service interaction into a heartwarming experience. Despite being miles apart, her friendly and uplifting spirit made me feel like I was talking to a friend. Alex is not only a brilliant professional, but also a truly inspirational person. I left the conversation with a smile on my face and a renewed sense of positivity. Thank you, Alex, for making my day so much brighter! You are a shining example of exceptional customer service.
Mia F
Jan 20,2025Paid £7, for express shipping, 4 days ago. Order not yet been shipped. Was intended for a gift, and will now not be received for the occasion. Very disappointing service.
Mila
Jan 19,2025Sara was very kind and helpful, and it was very easy to communicate with her and work together to find a solution for my problem. Once again, thank you so much for all the help and time! 💕 - Mila
Shelley B
Jan 17,2025Amazing customer service! Lauren was so helpful. She followed up with me when I was slow to reply, was consistently courteous, and she solved my issue perfectly. Wow, if only every online store were this helpful in addressing costumer queries. I always get my kids a small Jellycat stuffed animal for their Christmas stockings, and I will continue to do so in full confidence that Jellycat is fair and respectful when it comes to their customers. Thank you!
inee
Jan 16,2025Regarding my suspended parcel last time, with the prompt action taken by Nicky, Customer Service Advisor, i successfully got my new arranged parcel within a week, i appreciated so much and so delighted seeing the Jellycat friends. i am so thankful to all the things JellyCat and Nicky has done for me, helped in everymeans to get the order reached me and has brought me a very very pleasant and memorable experience ever. I was cheered up upon your acknowledgement of my problem, i feel so thankful and lucky to such superior service. Thanks for the unexpected surprise, Thanks Nicky, Thanks Jellycat, many many thanks. All the best to you all Inee from Macau
Manuel Bill
Jan 16,2025First of all - Jellycats are unbelievable cute. But further than that the customer service is also unbelievable. In the first place I would like to point out the amazing work of Annie. If you have a problem or any further request the customer service is really fast, very nice and - of course - also helpful. I can only recommend Jellycat! :-)
Petra Kiss
Jan 16,2025I got a really quick and very helpful answer from Nicky, and she immediately took care of my problem which made me very happy and pleased with the costumer service!
xxAutsticGamerxx
Jan 16,20255 Star Customer service from Suzanne! Thank you for sorting out my issue. Royal Mail decided to "deliver" my Gomez, Amberley Rabbit and Big Smuge to some randomer at a different address and to add to that in the photo provided on RM tracking I could see it was literally left outside of the resistent's house! Bare in mind Jellycat are highly sought after, stolen and scalped on selling sites and the packaging says Jellycat all over it so the random person probably kept it or a passer by might have taken it. RM weren't able to recover it when Jellycat contacted them. Suzanne was brilliant and told me she could either refund the full amount or send me replacement however my grail Jellycat came back in stock overnight (Large Lavender Dragon) so I asked if I could have her instead and have the difference refunded. Suzanne was extremely friendly and said yes and to add to that she refunded very fast, made the new order very fast AND opted for DHL Express Delivery instead of the incompetent Royal Mail. She was always very friendly in her replies. Seemed to genuinely care. I couldn't be more grateful for the help and kindness. 5 star service from Jellycat. I couldn't recommend them enough! Thank you Suzanne at Jellycat.
Kim Simmonds
Jan 15,2025Missing products in the post and Nick dealt with it very well.
Consumer
Jan 14,2025Excellent customer service from Sara! Thank you so much; your fast replies, kind messages and how you go above and beyond is simply amazing! If only all companies had a Sara, the world would be a better place! Thank you again!
el r
Jan 14,2025I ordered a plush teddy on the 9th of December and by January I still hadn't recieved it. On the 7th of December I decided to contact the customer services as I had not got an email of the tracking number or anytning, but still had the money taken out of my account. My helper was called Megan and she was amazing!! She helped so much and is sending a replacement out with the express delivery. I own many jellycats myself and though I do believe they are a bit overpriced, they are SO adorable and really fluffy and just all around cute.
Thomas Tischlik
Jan 14,2025Grottenschlecht. Bestellung aufgegeben und direkt mit Paypal bezahlt. Die Bestellung war dann angeblich in Bearbeitung, es tat sich aber nichts. Wir haben den "Kundenservice" dann mehrfach angeschrieben, eine Antwort haben wir bis heute nicht erhalten. Ganz schlechte Performance, ich rate dringend ab. Null Sterne.
Lynn
Jan 14,2025Nicki was really helpful
Jade
Jan 13,2025Fantastic team -especially Sara! Received an order with a below average quality soft toy (compared to our others) however my daughter still didn’t want to part with it, so jellycat allowed us to keep the soft toy AND sent us another soft toy surprise! How kind and generous! This is why we are jellycat fans!
Annabelle Frost
Jan 13,2025Nicky replied very quickly and the information was helpful.
Carmen
Jan 11,2025I placed an order and IMMEDIATELY reached out to cancel because I ended up finding a local store where I could purchase from (after seeing the other reviews, there was a chance this gift wasn’t going to arrive before Christmas). Even though the order had not been processed or even confirmed yet, and I explained to them that I had already found what I needed, they refused to cancel my order and stated I needed to wait for my order to arrive so I could return it. A bit annoying but I happily complied. I ordered 12/09/2024 and it is now 01/10/2025. According to their policy, an additional 10-15 business days is needed to review to return so looks like I probably won’t see my money until late January if I’m lucky! It’s just an extremely lengthy return process, I recommend looking for local retailers if you’re going to support this company.
Westworks Building, 195 Wood Lane , London , W12 7FQ, W14 0DA, London, GB
http://jellycat.com
Bonnie
Jan 24,2025My parcel was lost so I contacted customer service. Dilailah was very helpful; she arranged for the parcel to be reposted via DHL and also assisted in monitoring my second order. I truly appreciate her excellent support!