I’ve been really impressed with Joolca products and customer service. The gear is thoughtfully designed, easy to use, and perfect for van life, camping, and off-grid trips. Everything feels high qua... Voir plus
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Lisez les avis des autres
The GottaGo product is an excellent design. Great for campers/travelers who like to keep things simple but functional. Shipping was fast and free (always a plus). Mine arrived with a cracked lid, and... Voir plus
We bought the hottap less than 9 months ago and have had never ending problems with it. Like others have said, you have to turn the flow down so low so that it actually goes hotter than 35 degrees, bu... Voir plus
L'entreprise a répondu
First of all, Joolca products are awesome!!! We have the HOTTAP Nomad kit! Having hot water with great pressure on a really cold day is a game changer! We often say it’s better than our shower at hom... Voir plus
4,5
Excellent
171 avis
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
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Unreliable product
Unreliable product, it will let you down on your holiday, not once but twice for us, pump is rubbish, they have on going problems but won’t continue to replace them once warranty is done on first one. Keep sending pumps that have the same issue
2 janvier 2024
Avis spontané
Réponse de Joolca
Hi Bill,
I’m really sorry to hear about the frustrating experience you've had with the Joolca pumps, especially during your holidays. It sounds like you’ve had a run of bad luck with them, and that’s definitely not the norm.
I know it's been a while since your review, however, I'd like to make this right for you. Since you've had multiple issues with the pump, I'll go ahead and extend the warranty for you so you can have peace of mind. Generally, our pumps are reliable, and I’m sorry they let you down.
Please reach out to me at support@joolca.com with the subject "ATTN Emre - Trustpilot," and I'll get everything resolved for you.
Just to note - we recently set up our Trustpilot account to respond and help everyone out, so I am sorry for such a late response.
I look forward to speaking with you.
Warm regards,
Emre
Buyers beware of this company
Buyers beware of this company. See other reviews below. Customer service is terrible. It has been 9-10 days now and they've said they still haven't processed my order. I have spent about $160AUD. The receipt of purchase email say orders get shipped within hours of purchase on a business day. Somewhat misleading or inaccurate I would say. How about a little more honesty here Joolca?
There is an automated customer service response email that says you have to wait 2-3 days for a reply. I got a faster reply by saying I would cancel. They then said I just have to wait until the order gets processed. What AMAZING customer service this is. SO helpful.
I'm assuming they're using robots rather actual people at the moment because this response gets a zero out of ten on the helpful scale.
Probably somewhat naively I expect better from an Australian owned company than this. Why do we have to wait so long when we lay down a decent bit of cash online Joolca? Look at your last few reviews on TrustPilot. Something isn't right with this brand.
Why can't you be more honest or even helpful? If I hadn't asked about my order how long would I be waiting to hear from you? FYI. I have bought the full set up previously not just these couple of items.
6 décembre 2023
Avis spontané
Réponse de Joolca
Hi Matt,
I’m very sorry to hear about your frustrating experience with us, and I completely understand why you'd feel weary given your experience. I know this is a late response (we've recently just set up our Trustpilot account to respond and help everyone out), but I'd love to get more info on your order and experience to help make our service better for everyone and potentially find out what went wrong.
So, we're definitely not using robots—our team is made up of real people. Like most companies, we use a bit of automation to help link helpful articles quickly.
Regarding the delay in dispatching, if orders haven't been processed yet, it could be because it was placed over the weekend, the order was a pre-order, or maybe there was a glitch. A tiny number of orders can slip through the cracks (unfortunately to system glitches), and if that happened here, I'm really sorry.
Normally, we dispatch orders the same day if placed before 12 pm, or the next business day.
Regarding order cancellation, we have to make sure the orders are cancelled and not dispatched before issuing a refund. We can’t refund and ship out the order at the same time—that makes for bad business! This can take a few days, but we will always provide a refund.
I am sorry if it felt like we weren’t being honest. I’d love to look into your ticket and see what went wrong. Even though this response is late, we're all about improving and making things better.
If you would like to chat, please reach out to me at support@joolca.com with the subject "ATTN Emre - Trustpilot," and I'll look into this for you.
I hope everything has been resolved and I look forward to hearing from you.
Warm regards,
Emre
Absolute Rip off
Absolute Rip off , ordered parts , half came , for months the day it was out of stock and will be sent shortly , then over 2 months later the tell me they have sent it , I paid and ordered 2 items at same time , hose and filter , the hose came but no filter , they say according to them it says delivered but when looking at it it dose not say item delivered, I keep complaining saying if I had received my filter I wouldn’t keep messaging them asking for it , they are a bunch of shifty thieves , don’t buy from this company
8 novembre 2023
Avis spontané
Réponse de Joolca
Hi Basil,
I'm really sorry to hear about the trouble you’ve had with your order. You definitely should have had all parts delivered to you when they were back in stock, and I understand how this reflects poorly on us.
It sounds like you placed an order for an out-of-stock item, and when it arrived back in stock, it seems like the warehouse didn't dispatch your full order. I'm sorry about this.
I understand this this response is late, we've only just set up our Trustpilot account, but if you are still having issues or would like to speak to someone, please reach out to me at support@joolca.com with the subject "ATTN Emre - Trustpilot," and I'll look into this for you.
Warm regards,
Emre
crap experience
I ordered in June, spent over $600, received a useless part, and never received the water heater. just excuse after excuse of when it was coming, I finally asked for a refund today October 3rd, its snowing where I live and I wont be camping for 8 months. Save your money and shop somewhere else. crap experience.
UPDATE: there was no back order and I re-ordered again this year....on May 20th $902 charged to my visa....guess what no water heater as of June 17th... again email after email about where my order is, then when I asked for a manager to find out why the shipment from Richmond to Whitehorse had not happened...apparently the manager cannot call the warehouse, they "re-ordered" and still no water heater. This seems fraudulent.
30 septembre 2023
Avis spontané
Réponse de Joolca
Hi Donna,
First off, I'm sorry for the late reply. We've recently set up our Trustpilot account, and I'm getting back to everyone.
I'm very sorry to hear about your experience. You mentioned placing an order in June and not receiving it for three months. The only reason this would happen is if it was a pre-order or if the restock for an out-of-order item was delayed. For in-stock items, we dispatch within one business day.
This is not the standard for us, and I would like to look into this for you to understand what went wrong. Please reach out to me at support@joolca.com with the subject "ATTN Emre - Trustpilot," and I can look into this for you and provide more clarity, along with seeing where we can improve.
Warm regards,
Emre
EDIT:
Hi Donna,
I see that you've updated your review and are still having issues. I've had a look into this for you and it looks like your order has been delivered!
I've looked into this and I'd like to provide a bit of background - your order left our warehouse the next day, however, our carrier was having issues with delivery as you live in a rural location. We then raised an investigation on your behalf, and to speed things up, we placed another order for you with a different carrier to deliver to your location (so you didn't have to wait for the ongoing case).
Again, I am sorry for the lengthy delay for your order. I hope that now that you have your gear, you'll be able to enjoy many outdoor adventures with your HOTTAP Nomad Kit!
Warm regards,
Emre
Wow was so excited to try this
Wow was so excited to try this, pump did not work, After many confusing and repetitive emails, and after sending a video, was told pump does not work and another would take six weeks, geeeez no thanks
21 avril 2023
Avis spontané
Réponse de Joolca
Hi Beth,
I'm really sorry to hear about your experience with the pump and for the lengthy replacement timeframe! I can understand how disappointing it would be when something doesn't work, especially when you are excited to try it out. This is definitely not the kind of experience we want for you or any of our customers.
I'm also sorry for the late response. We’ve just set up our Trustpilot account, but I still wanted to reach out to you. Even though your review is over a year old, I want you to know that we've learned from this and now forecast better so that we can keep ontop of stock.
Again, I'm very sorry for your experience. If you did want to give us a go again, please reach out to me at support@joolca.com with the subject "ATTN Emre - Trustpilot," and I'll work something out for you.
Thank you again for your honest review, and I hope to hear back from you.
Warm regards,
Emre
JOOLCA HOTTAP RANDOMLY TURNING OFF
JOOLCA HOTTAP RANDOMLY TURNING OFF, ALL JOOLCA CRITERIA MET. NO WIND, NOT HEATING ABOVE 37C AND STILL RANDOMLY GOES OFF. THE SO CALLED SERVICE DEPARTMENT WANTS A VIDEO OF THE SET UP. NOT EVERYONE HAS A MOBILE PHONE OR TECHNICAL NO HOW TO CREAT VIDEOS AND PUT THEM ON THE INTERNET. BE WARNED PEOPLE, TO GET THE SERVICEABLE ITEM YOU PAID FOR YOU HAVE TO JUMP THROUGH ALL SOUGHTS OF HOOPS RATHER THAN TAKING RESPONSIBILITY THEM SELVES.
19 janvier 2023
Avis spontané
A lot of hype about customer service, but none
I ordered an ensuite double on 30th September, never received it for weeks, so after back n forth with Joolca, told them to arrange for it to be returned to them and I can have a refund, as we were going away late October. Joolca said that would be fine. Now, you will get numerous emails asking how the customer service was, and I do mean numerous. The item got returned to Joolca head office on the 8th November, asked for them to confirm, said it would take 2-3 days and a refund would be issued. It is now the 12th November, still no money refunded, am out of pocket for new tent, plus the $269 I paid for Joolca. Their customer service is to constantly bombard you with emails, but with no resolution and no money returned to me as a customer. I will be going to Consumer Affairs on Monday, as this is almost 2 months.
30 septembre 2022
Avis spontané
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