joospower.com Avis 338

Réponse de joospower.com

23 mai 2025

Hi there,

We're really sorry to hear about this awful experience and the frustration you've faced. Having to go back and forth for a day over what should have been a simple rental is completely unacceptable, and we understand how frustrating this must be.

We know our system has limitations when power banks aren't properly locked back in, which can create these difficult situations. That doesn't make your experience any less frustrating though.
Please email us at customers@joospower.com with your rental details so we can review your case properly and work towards a resolution.

This isn't the Joos experience we want for anyone. 💙

Réponse de joospower.com

14 avr. 2025

Hi Georgina,

Thanks for sharing your experience with us. We understand seeing two charges - £3.58 and £36 - was concerning!

Here's what's happening: the £36 is just a temporary holding deposit that gets automatically refunded once you return the power bank. Since your £3.58 rental charge has been processed, we can confirm your power bank was properly returned to our system.

The £36 holding deposit should be released back to your account soon, though timing depends on your bank's processing schedule. We never actually keep this money - it's similar to how hotels place temporary holds that disappear after checkout.

We're looking at ways to make this clearer in our app and at our stations so customers understand these are two separate transactions - a temporary hold and the actual rental fee.

If you're still seeing the £36 hold on your account after a few days, please let our support team know and we'll help get this sorted with your bank. ⚡

Réponse de joospower.com

14 avr. 2025

Hi Kris,

🙌 Thanks for sharing this brilliant Joos moment! We're absolutely chuffed that our power bank helped you make it to your important meeting when your battery died.

These are exactly the situations we've designed our service for - keeping you connected when it matters most! The take-away option is perfect for those on-the-move emergencies ⚡ and we're so pleased it worked seamlessly for you.

Your story makes our day and reminds us why we're working to place Joos stations in even more convenient locations. Next time you're running low on power, we'll be there to keep you charging!

Réponse de joospower.com

14 avr. 2025

Dear Dawn,

Thanks for sharing your experience with us. We're looking into what happened with your power bank return at the hospital while you were with your son.

Our system shows the power bank wasn't properly seated when returned, which is why the £36 charge appeared. We completely understand how stressful hospital visits are, and dealing with unexpected charges makes things even harder.

While we can't process a full refund when our system can't locate the device, we've already applied a £15 goodwill refund to your account to help ease the situation.

We're using your feedback to improve our stations - especially in sensitive locations like hospitals where customers may be under additional stress. We're working on making our return process more intuitive and adding clearer confirmation signals when devices are properly returned.

Let us know if you need any further assistance with this. Getting you sorted and back to what matters most is our priority. ⚡

Réponse de joospower.com

14 avr. 2025

Dear Cihan,

Thanks for sharing your feedback about your Joos experience. We understand your frustration with the £36 holding deposit situation after your power bank rental at Manchester Shudehill Interchange.

We can see our team has already explained that the £36 was just a temporary authorisation hold that should be automatically released now that you've returned the power bank. While we immediately notify your bank when you return the device, the timing of when holds disappear varies depending on your bank's own processing schedule - something unfortunately outside our control. ⏱️

We're taking your feedback seriously and looking at ways to make our holding deposit system clearer for all customers. Many people aren't familiar with how authorisation holds work, and we need to communicate this better before rentals begin.

We appreciate you bringing this to our attention and are working on improving how we explain these temporary holds to prevent similar frustrations for future customers.

If you're still seeing issues with the hold, please let our support team know and they can provide additional documentation to help speed things up with your bank.

Réponse de joospower.com

14 avr. 2025

Dear Nisha,

Thanks for sharing your experience with us. We're looking into what happened with your power bank situation and understand your frustration about the £36 charge.

Here's where we're at right now: when power banks leave our network (like being left in a coffee shop), we can't remotely end rentals since we need to verify they've been safely returned to our system. Our regular rental service is designed to be affordable—less than £5 for an hour and a half charging—saving you from purchasing, remembering to recharge, and carrying your own power bank.

The higher non-return fee isn't about the device cost alone but ensures we can quickly replace missing units and keep the service running for everyone. When power banks aren't returned, our team needs to visit stations and replenish them so they're available for the next person in need.

We were glad to hear the coffee shop is keeping the power bank safe for you! During your chat with our support team, they explained that refunds can only be processed after the device is physically returned to a station, not before. This return-then-refund process is our standard approach for all customers.

Your feedback is helping us improve how we communicate about our policies, especially for customers facing logistics challenges. Let us know if you need anything else - we're here to help. 🔋

Réponse de joospower.com

14 avr. 2025

Hi Samantha,

Thanks for sharing this feedback about your Joos experience. We're looking closely at what happened with your power bank return and the unexpected £33 charge.

While we can't offer a complete refund when our system shows a power bank wasn't properly returned (since we can't verify its location), we understand that the £15 refund and 30-minute coupon don't fully make up for your frustration with the situation.

We're using your feedback to improve our return detection system and make our stations more user-friendly. We want all our customers to have a smooth charging experience without surprises.

We're glad our Customer Service team was responsive, but we're still working on making the entire Joos experience better. Your feedback is helping us charge forward with improvements! 🔋

Réponse de joospower.com

14 avr. 2025

Thanks for the fantastic feedback about your Joos experience! We're buzzing to hear the power bank got you back to 100% so quickly and efficiently.🔋

We're all about keeping charging simple, affordable and hassle-free, so it's brilliant to know we've hit the mark for you. That €2 investment keeping you connected is exactly what we're aiming for!

Your support helps us keep expanding to new locations and powering more people on the move. If you spot any ways we could improve your Joos experience in the future, we'd love to hear them!

Réponse de joospower.com

14 avr. 2025

Dear John,

Thanks for the positive feedback about Joos! We're thrilled to hear you've had a good experience with our power bank rental service.

We work hard to keep our prices affordable while making sure you can stay charged on the go. It's great to know we're hitting the mark for you!

Your support helps us keep energising more locations. If you ever have suggestions on how we can make your charging experience even better, we'd love to hear them. ⚡

Réponse de joospower.com

23 mai 2025

Hi Laura,

We're really sorry to hear about this frustrating experience, especially during such a stressful time with your son at A&E. A faulty return slot that traps power banks isn't acceptable – that's on us, not you.

This situation with multiple power banks stuck in the same position clearly indicates a machine issue that should have been flagged and resolved immediately.

Please email us at customers@joospower.com with your rental details and photos if you have them. We need to investigate this properly and get it sorted for you.

Hope your son is doing well. 💙

Réponse de joospower.com

23 mai 2025

Hi Doris,

Thanks for the detailed feedback! Really appreciate you taking the time to share your experience at St. Joseph's Hospital.

You're absolutely right about the charging speed – we'll take that on board as we continue improving our service. Glad the rental and return process was smooth though!

We know that initial hold can be worrying (especially after reading some reviews!), but you're spot on – it does process correctly within 24 hours. Thanks for sticking with us and for the honest 4-star review.

Hope everything went well at the hospital! 💙⚡

Réponse de joospower.com

6 mars 2025

Thank you for sharing this wonderful feedback! 🙏

We're thrilled to hear you had such a positive experience with our customer support team. Speed and helpfulness are exactly what we aim for, and it's so rewarding to know we hit the mark for you. Your kind words will be passed along to the team - they'll be delighted to know their efforts made a difference! 😊

We're always here if you need anything else!

Réponse de joospower.com

6 mars 2025

I understand your frustration with the payment situation, and I'm truly sorry for the confusion you've experienced. It sounds like the holding deposit process wasn't clearly communicated upfront, which can be quite disappointing.

While our system does require a temporary £36 holding deposit for contactless rentals, with the actual rental fee being deducted before returning the remainder, I recognise this wait of 2-7 days for the refund can be inconvenient. Bank processing times are unfortunately beyond our control, but I understand it can feel like your money is being held unnecessarily.

Please get in touch with us at customers@joospower.com with your order details so we can look into this specific case for you and check the status of your refund.

Thank you for bringing this to our attention - your feedback helps us improve our service and communication around our payment processes.

Réponse de joospower.com

6 mars 2025

Thank you for your positive feedback! 🙏

We're delighted that you found our charger helpful and faster than expected. It's wonderful to hear that the design impressed you as well! We put a lot of thought into creating something that would solve a real need in today's world where phones have become essential tools in our daily lives.

Your kind words mean a lot to us. 😊 We appreciate you taking the time to share your thoughts!

Réponse de joospower.com

6 mars 2025

Hi Charlotte,

I'm truly sorry to hear about your disappointing experience with our product and service. Getting only 17% charge for £7 is understandably frustrating.

When phones are used heavily during charging (for streaming, gaming, etc.), much of the power coming from the power bank gets used immediately to run your active apps, screen, and processes rather than being stored in your battery. This means you might see a smaller battery percentage increase than expected since the power is being actively consumed rather than saved up. This is a technical reality with all charging devices, but I understand how it could feel like poor value for money.

I'm particularly concerned to hear about your interaction with our customer service team. Rudeness is never acceptable, regardless of the situation. Everyone deserves to be treated with respect and have their concerns addressed properly.

Please get in touch with us at customers@joospower.com with your order details so we can further investigate this issue for you.

Thank you for sharing this feedback with us. These insights are valuable as they highlight areas where we need to improve both our product communication and customer service approach.

Réponse de joospower.com

6 mars 2025

Hi Tom,

We're truly sorry your power bank didn't eject and that resolving it became such a hassle. Technical issues can happen, but our response to them clearly failed you, forcing you to resort to a chargeback with your bank.

This isn't acceptable service. If you're willing to share details at customers@joospower.com, we'd like to investigate what went wrong both with the machine and our customer service response.

Thank you for bringing this to our attention so we can prevent others from experiencing similar frustrations.

Réponse de joospower.com

6 mars 2025

We're truly sorry you were charged £4.16 without receiving any service. We understand how frustrating unexpected charges can be, especially when you were simply trying to manage your payment information.

We'd like to look into what happened in your specific case, as our system requires QR code scanning for all rentals, which is impossible to complete from home. There must be another explanation for this charge on your account.

Please contact us at customers@joospower.com with your account details so we can investigate this situation and address the charge appropriately.

Thank you for bringing this to our attention - we appreciate your patience as we work to resolve this matter.

Réponse de joospower.com

6 mars 2025

Hi Amber,

Thank you for your feedback! 😊 We're delighted to hear that you found our power bank service very helpful.

Réponse de joospower.com

6 mars 2025

Hi Hashim,

Thank you for sharing your experience! 😊 We're glad our power banks were there when you needed them most, and that you found the service convenient as a first-time user.

It's great to hear that the chat support was helpful throughout your rental process. Your feedback about the support continuing until you successfully returned the power bank is particularly valuable - that's exactly the kind of end-to-end service we aim to provide.

We appreciate you taking the time to let us know what worked well for you!

Réponse de joospower.com

6 mars 2025

Dear Suky,

We're deeply sorry about your experience during what was clearly an already stressful hospital visit with your elderly father. We can understand how upsetting it would be to have a power bank stop working after just 30 minutes, especially when you were counting on it in such an important situation.

While our pricing is shown on the station screens and on customers' phones before rental confirmation, we understand that in a hospital setting with the worry of caring for your elderly father, these details might not have been your primary focus. Finding out about the £8.80 charge afterward, particularly when the device didn't even provide a full charge, would naturally feel frustrating.

We also understand the difficult position you were in, needing to accompany your father to another cubicle and being unable to return the device immediately. These are exactly the kind of real-life circumstances that can make timely returns challenging, especially in sensitive environments like hospitals.

Please contact us at customers@joospower.com with your rental details so we can look into this situation for you. We take your feedback seriously and want to make this right.

Thank you for bringing this to our attention so we can improve our service, especially for customers in stressful situations.