Jones Bootmaker Reviews 400

Scarlett in the Tunbridge Wells store was extremely helpful today and enabled me to find the right shoes and bag. Thank you!

The on-line customer service is appalling. Poor communication, repeatedly asking the same questions despite providing the answers earlier in the conversation, slow and generally useless and frustrating. Took weeks to get a refund.

This review does not cover their shops, just the on-line customer service which is run by Pavers (assume they own them now). Pavers is a retailer from the 19th Century selling shoes to the older generation, and it feels like they have not yet embraced the whole digital, omni-channel, customer centric experience.... Maybe one day. But for now, I won't be buying from them again.

What a shit company make there own review up , make you wait ages for your goods and when you get them ,your order is wrong and you have to start all over sorry your not for me .

Ordered boots 20th Jan. Not delivered by Evri, who have declared it lost today. To be fair to Evri, they have held their hands up and have been communicative through the process, but trying to speak to or get an email response from Pavers is like trying to get blood from a stone. Bank now involved. Terrible customer service.

Shoe Shopping At Its Best
On my first visit to Jones Bootmakers Victoria I
was greeted by Susan who gave me a friendly smile, was helpful and also very professional.
I showed her the display trainer and requested my size and colours
Susan went to the stockroom and returned very quickly with them. Susan also gave me advice on how to care for them. Nothing was too much trouble.
It was an enjoyable shopping experience with personal attention and high quality customer service.
I will certainly be browsing/shopping there again soon
Thank-you Victoria Branch!

Harry was welcoming and friendly. He helped me find what I wanted quickly.

I arrived at the Bluewater store and received the best greeting from a young lady that I have received in as long as I can remember, it was exceptional and stood out head's and shoulder above the service that I had just received in a different store earlier in the day.
I was there to pick up two pair of shoes that I purchased the day before online.
The first young lady was already serving a customer but took the trouble to greet me and passed me over to her colleague to help me complete my order, they were exceptional in giving a level of customer experience I have not seen at any other store ever.
They were called Sami & Harriet, they deserve praise and thanks. Any company would be proud to have them on their staff.
You need to look after them.

For someone that hates shopping, this purchase experience was a breeze. The server was attentive, listened to what I wanted, guided me quickly to the right product options, was able to answer all of my questions accurately and knowledgeably, and did so all the while being professional and positive. Could not have hoped for a better experience.

I wanted to place a second order. Since I loved my first purchase. But it didn't let me ship it to Seattle Washington. I ask for help with your customer service team and they don't help at all. They canceled my order and didn't provide any assistance to get it shipped to my address.

My first order was great but if you would have better people at customer service you would get much more sales in United States.

Fast shipping and the product was what was advertised. I’m very happy with my shoes.

Terrible customer service. I’ve ordered the same shoe twice now and have twice been sent the wrong size. It’s impossible to get a response from customer service. I still have not been reimbursed from the original pair I returned and now I have to be bothered with returning the second pair. did I mention that I have to pay for the return even though what was their mistake?

I received the wrong size shoe, and then when I reported it to customer service, they said that I ordered the wrong size and I finally had to send my confirmation email to prove that I had not ordered the wrong size that the fulfillment center sent the wrong size. Frustrating because they were sort of argumentative with me and telling me that I was in the wrong when I know, and I could prove that I had ordered my correct size, but the wrong size was delivered.

I ordered a size 7/40 shoe and they sent me a 5/38. Despite multiple email exchanges where they admitted that they willfully and inexplicably changed the size, they refuse to send me a prepaid shipping label to return them for a refund nor have they made any other arrangements to resolve.
I am filing a fraud complaint against them with my credit company to recover my monies.

My order said I ordered a size 5 but customer service said it was a 3. I did not get a response back when I provided a screenshot, was charged return shipping and still haven’t received confirmation of the return.

I was waiting for my order when they cancelled it, as it's out of stock. I'll have to wait up to 14 days for a refund. Will not order from Jones bootmakers again. Terrible service.

Absolutely beautiful boots, my current new favorite! I got lucky they fit perfectly, I was a bit scarred because of the return/exchange process having to be out of pocket. Perhaps that's a suggestion for improvement.

Received great service at the Bluewater store yesterday. They had the shoes in stock I wanted in my size. A speedy and courteous service from Celia who also gave me excellent advice on protection.

Ordering online was easy. Shipping was fair and the return was seamless and easy!

I have already given a 1 star review a month ago as I had ordered 2 pairs of trainers in size 3, on four separate occasions, and each time they took the cash and then cancelled. Even after a very poor review on here, this has happened to me again today for the 5th time. Are companies allowed to do this? The only reason I order is that I have a serious medical problem and this boot works well for my foot. It really is terrible way to trade, no explanation as to why they take an order when there is no stock, just cancelled. Please respond Jones, why do you not care about your reputation and your customers? Extremely disappointing and non-existent customer service. I hope Jones will respond to my review this time, with an explanation as to why this has now happened 5 times. as the last time there was no response on ‘Trustpilot’