Joy Avis 

Really disappointed with the whole experience. Ordered a framed picture - it arrived smashed in tiny pieces and as a result the picture insert also torn. As requested, provided photographic evidence. Contacted customer services no replacement given nor refund despite a trail of an unbelievable 17 emails. After an initial response without any solutions, just ignored. Unacceptable.

Pretty unimpressed. Ordered two dresses - they then cancelled one of them as it turned out they didn’t have it in stock. When the other dress arrived the quality wasn’t great so I sent it back. Still awaiting my refund a month later. Wouldn’t order from them again.

Mollie was very polite and helpful! Can tell they are trying their hardest

DO NOT ORDER ANYTHING FROM JOYTHESTORE THAT YOU MAY NEED TO RETURN
It has been over a full calendar month since my return was delivered back to Joy by Royal Mail. Yes there were postal strikes, however, I received a confirmation email on Dec 28 that the package was received and I am yet to receive my refund similar to Cara.

I sent an email to Mollie in Customer services responding to her email sent and I've received no response to date. There is also no phone number available.
I've ordered items from other companies after my Joy purchase over the Christmas period and returned them and received my refund to date.
Don't understand why there is a delay.
DO NOT ORDER ANYTHING FROM JOYTHESTORE THAT YOU MAY NEED TO RETURN.

It has been over a full calendar month since my return was delivered back to Joy by Royal Mail. I am yet to receive my refund or even email confirmation from Joy that my return has been received. Customer services have ignored three emails about this and there is no phone number available. I used to love the Joy stores but will not be ordering online again as return timescales and customer service has to date been appalling. DO NOT ORDER ANYTHING FROM THIS COMPANY THAT YOU MAY NEED TO RETURN.

Bought 3 items and unfortunately I had to return all of them due to poor quality of fabric and sizing not as expected. Still waiting for my refund after the parcel tracking shows my return was delivered on 13th December. It's frustrating that you cannot contact customer services for an update until 30 days have passed. Other companies have been able to issue refunds on returns within a fortnight. Doubt I'll shop at Joy again due to the inconvenience.

The customer service team (particularly Mayassa) we’re incredibly helpful resolving an issue I had with an online gift card purchase. Very personal service and super fast!

Hi

Just a little positive feedback which is soooo well deserved.

My friend Caroline and I live in Wirral Merseyside, we were on a day out in Leeds when we spotted your store.

Wandered in for a mooch !

An hour later we left having met two wonderful members of your staff, Acting Manager Peter and your female shop assistant, Renee a law student at the local Uni.

They were so friendly, knowledgeable and helpful. A credit to your company and to themselves. Wishing you and them only good things for the future.

They added to and enhanced our visit to Leeds.

Best wishes George & Caroline

ps and we bought !!

Nice clothes but sizing strange. Waiting 3 weeks on refund so have emailed today to chase up. Not something I have to do with any other company so this alone says to me their processes aren't good. Won't ever order from them again due to this.

Fantastic customer service. Mayassa could not have been more helpful even though as it turned out the mistake was on my part.

Worse quality & customer service to deal with... stay away from this company & products.

Customer service from Mayassa was great - very understanding and patient and sorted out a tricky situation where there was an error on the website with a discount being applied.
However, stars off as the quality of dresses are definitely not like they used to be. I have been buying Joy dresses for years and the fabric used to be so comfortable and high quality. In my most recent purchase the fabric is extremely thin - often one layer - and has a very plastic synthetic feeling. From around 10 dresses ordered the majority felt like this, so it wasn't just a one-off. Hope Joy improves this in the future.

I used to love JOY dresses for years, this used to be my nr. 1 shop in the UK with clothes best suited for my body type and the best, very unique style and a great quality. I still have quite a few of the old ones in my wardrobe.
Lately, not only they closed down many of their shops, (only 2 of them left in London ) but they are way more expensive and such poor quality. These days I tried many of their dresses on and I have to say , most of them are now very poor quality. I still love their style and vibrant colours, but the fabric quality is a disaster. £75 for a dress with such poor quality fabric is unacceptable and only God knows if it would not fall apart after giving it few washes. If you go to Oliver Bonas, their dresses cost the same but at least you are paying for quality. This JOY company really went downhill and unfortunately due to above mentioned reason, I will not be buying from them anymore. Also I have submitted a review on their website, but it has never been published.I wonder if this is why you do not see anymore reviews on there, since they do not have any good ones, and the negative ones they will not publish. I have to say at least when I returned my order, the customer service was helpful and replied to my emails. They did process my refund eventually, although later than 14 days, but their return policy is very obsolete.

I bought a couple of shirts and a dress from Joy recently and I am delighted with them. But what really impressed me was the excellent customer care I received when I needed to exchange the dress and things were a little complicated. Mayassa could not have been more helpful.

There simply aren't enough stars. Well done and thank you!

I was 1 day late on a return policy of 14 days, and they would not help me with the return of goods that were unworn but didn't fit. Even though you still have 14 days to return items after requesting a return.

From reading other reviews - it looks like they don't refund regardless. Used to be one of my favourite shops. WILL NEVER SHOP HERE AGAIN. Whatever happened to goodwill?!

So they seem to think it is ok to just cancel orders after several days without providing an explanation. Apparently - after chasing to make sure they hadn’t had a data breach because the email address they use to do this is a random address and looks incredibly iffy - they had insufficient stock. Buy a lot from Joy (though not online) won’t be doing that in the future. These things matter

Response below completely misses the point @joy you did not tell me WHY the order was cancelled. Just cancelled it
Secondly, the order was not made over the bank holiday but the weekend before and should have been shipped the previous week!
Instead of coming up with poor excuses. Try improving your customer service

returned several orders due to poor quality of clothing. several months have passed..... no refund. no customer service. DON'T BUY FROM THIS COMPANY.

Hymn Wool Blend City Coat was listed online as discounted from £150 to £45 in a sale in July 2021. Coat arrived with permanent label stating price of £80. Flagged with Joy. Turned out it had not been £150 since 2017 and it was only this price for six months Sep 2016-March 2017. (Info provided by retail lead). Continuing to list it as reduced from £150 when it hadn't been that price since 2017 doesn't seem helpful.

I used to purchase from a Joy store so when it popped up as an ad I was excited to try some new clothes. The dress I ordered was absolutely huge so unfortunately I needed to return it. Upon arranging my return I was so shocked to see that they change £2.95 for returns, and there are no other options such as returning to a store. I paid for next day delivery, so essentially I am now down almost £10 for an item that was so much larger than described.

Not only this, but the refund timescale as absolutely ridiculous. I posted my package back a few weeks ago and haven’t had my refund yet. They say it can take upto 30 days which in my opinion is unacceptable- even more so when you take into account you are being charged to return the item.

Bad overall experience and would never shop with Joy again- and I’d recommend anyone to do the same.

I returned an item in early March. After two weeks, I still hadn't had a refund so I emailed customer services and was told it could take up to 30 days for a refund. It's now mid-April and I still haven't had my refund. I have emailed again but have had no response. Won't be shopping here again as the clothes are now very expensive for what they are as well.