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Jane Clayton Reviews

4.8 Rating 9,341 Reviews
97 %
of reviewers recommend Jane Clayton
Company Reviews Metrics Info
4.8
Based on 9,341 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 91%
Accurate And Undamaged Orders
98%
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Customer Service
4.8 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
Read Jane Clayton Reviews
Visit Website

Phone:

01761 404505

Email:

theteam@janeclayton.co.uk

Location:

Paulton HousePaulton
Bristol
BS39 7SX

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Anonymous
Verified Reviewer
“The delivery of the wallpaper was fine however, when I ordered it I was told by the calculator on the website to order three rolls which I did. I was unaware that I could not return any unopened rolls. As it turned out two rolls was plenty. So essentially I was told to buy more than I needed and unable to return the extra roll. The customer service staff are very polite but not helpful in resolving the issue. Check the returns policy before you buy and calculate yourself!”
Helpful Report
Posted 3 years ago
Thank you for your feedback, we are very sorry to hear that our wallpaper calculator miscalculated on this occasion and our customer service team will be in touch to help resolve this.
Posted 3 years ago
Anne C
Verified Buyer
“I purchased some French fabric, which arrived 2 weeks late. I have given a review of 1 star as the customer service team at Jane Clayton are completely unresponsive. Their customer service telephone line is constantly on answerphone, which is very poor. I left 2 voicemails and and 2 emails and got no reply at all. In the end I contacted them by social media and got a reply. I will not be using Jane Clayton again as their customer service is very poor, and the delivery of my fabric was late. Not good enough.”
Helpful Report
Posted 3 years ago
Thank you for your feedback Anne, we are very sorry that you did not experience our usual very high standards of customer service. I can see that you were kept informed of the delays to your order and we hope that you can understand that we have been experiencing much higher volumes of enquiries due to Brexit and Covid which may have impacted on your order. For this we sincerely apologise.
Posted 3 years ago
Anonymous
Verified Buyer
“The fabric is wonderful, Designers Guild is always good quality. The service from Jane Clayton & Co. was incredibly poor, automatic emails to enquiries, no actual response to any questions. The website says to check when fabric will be delivered it states 3-5 working days, I allowed 9 days before contacting them. It didn't install confidence when I also discovered the Phone lines turned off. It made me concerned that I had ordered from a supplier that would not deliver. To change this perception, all that was needed was for someone to check the order number, and advise that it had been forwarded to Designers Guild & was being processed. This would have saved a lot of angst and wouldn't have resulted in a lost customer. I will order directly from DG in future.”
Helpful Report
Posted 3 years ago
Thank you for your feedback, we are very sorry to hear that you had such trouble contacting us and that your order was delayed on this occasion. I can see that our customer service team were in touch regarding a delay to this fabric and we are pleased to hear you have now received it and that you are happy with it.
Posted 3 years ago
Anonymous
Verified Buyer
“Will never order from this company again. Delivery on the product stated 7-10 days I waited over 4 weeks. Trying to contact the customer service team was an absolute nightmare as they had ‘temporarily closed the phone lines’ to manage customer enquiries (never stopped taking orders or money from other customers though) they stated if you left name and number they would call back within 4 hours, this never happened and I called 6-7 times. I also emailed on several occasions to which I didn’t receive a response to my first 4-5 emails. I then wrote publicly on their Facebook page after reading that I was not the only person disappointed with the company as they had several complains on there regarding orders and lack of customer service, only then did I receive a response. I was then given a tracking number as my parcel had been dispatched and was apparently on its way however, when I tried tracking the parcel the number was incorrect, I called the courier and they informed me they had no parcel for me or my address, the company then decided to inform me my parcel hadn’t actually been dispatched, so where did they get a tracking number from? The product finally arrived and though it’s good quality and exactly what I expected I do not feel I could ever recommend this company to any other person nor use them again in confidence as they are so unreliable and their customer service/customer care is absolutely terrible. Unfortunately I think a 1 star rating is still too high considering how poor the company is.”
Helpful Report
Posted 3 years ago
Thank you for taking the time to leave us this feedback. We are very sorry that you experienced such delays to your order and that our customer service was not up to our usual great standards. We have been experiencing much higher than normal volumes of enquiries and have been doing our best to get back to customers as quickly as possible but we are very sorry that you had such problems on this occasion. We are, however, pleased to hear that you are happy with your order.
Posted 3 years ago
Nicola C
Verified Buyer
“After ordering a few rolls of wallpaper which said delivery was 3-4 days. After 4 days I tried to contact via email, phone and Instagram. Despite saying they would get back to me in 4 hours (on their answerphone machine) it took 5 days. I was then told it was being dispatched the next day. I then received an email 2 days later saying it was no longer in stock and I could get a refund. The following day I was told it was back in stock and I could repurchase it. It took over 2 weeks all in all to get wallpaper which they advertise will take 3 days. It took them forever to get In touch with me after days of hounding them. They would consider any type of compensation or even reducing the delivery payment (thought they should waived this as it took so long). I’m happy with the wallpaper but I will never use this company again.”
Helpful Report
Posted 3 years ago
Thank you very much for your feedback Nicola. We can only apologise for the difficulties you experienced while trying to contact us. We have been experiencing much higher than normal volumes of enquiries and have been doing our best to get back to our customers as quickly as possible, We are very sorry that there were miscommunications regarding your order and that the service you received was not up to our usual great standard.
Posted 3 years ago
Holly G
Verified Buyer
“I wouldn’t order from them again! For the fact it recommends to order an extra roll for safety and to ensure to have the same batch number. Then to find out the roll of paper unused cannot be returned because it’s not the whole order is very very disappointing.”
Helpful Report
Posted 3 years ago
Thank you for your feedback Holly, we are very sorry that you are disappointed in our returns policy. We do try to make this as clear as possible for our customers on our website and can only apologise that you are not happy on this occasion.
Posted 3 years ago
Handan W
Verified Buyer
“My parcel hasn't arrived and nobody is responding to my queries or answering the phone. This is very frustrating.”
Helpful Report
Posted 3 years ago
Thank you for your feedback Handan, I can see our customer service team are looking into this as a matter of urgency. We will hope to resolve this issue shortly!
Posted 3 years ago
Anonymous
Verified Buyer
“We ordered and paid for several textile samples, some of which never arrived even after we chased Jane Clayton to send them. Hopeless waste of time and money”
Helpful Report
Posted 3 years ago
Lucy H
Verified Buyer
“Still haven't received my order after paying £6.95 delivery, customer service was terrible”
Helpful Report
Posted 3 years ago
Thank you for taking the time to leave us your feedback Lucy, we are very sorry to hear this. Our customer service team will be in touch to help.
Posted 3 years ago
Kate W
Verified Reviewer
“Really disappointing returns policy. I have bought over 50 samples from Jane Clayton before purchasing wallpaper rolls and have had no issue up to now. For personal reasons, I wanted to return the rolls and purchase new ones after 21 days, but I am outside the 14 days so they have refused my return request. Given how flexible all other companies are being during COVID times, I am extremely disappointed and now out of pocket. Do not bother using these guys for anything other than samples if you want to be treated like a human being.”
Helpful Report
Posted 3 years ago
Thank you for your feedback Kate, we are very sorry that you are disappointed in our returns policy but we do try to make this as clear as possible on our website for our customers. We are always happy to accept back returns on full orders of returnable wallpaper within the 14 day time period.
Posted 3 years ago
Anonymous
Verified Reviewer
“It has proved impossible to get an update on my order. Emails go unanswered and phone calls go straight to answer phone. I'm cancelling my order on the assumption that they're out of the stock I want.”
Helpful Report
Posted 3 years ago
Pamela K
Verified Buyer
“Having placed two orders on separate days for the same fabric, one has arrived, and the other is still missing. No support, feedback or information from Jane Clayton about the missing fabric. I am fuming and very disappointed. Very poor customer support. Not impressed.”
Helpful Report
Posted 3 years ago
Thank you for your feedback Pamela, we are very sorry for the delay in our response on this occasion, we have been experiencing much higher than usual volumes of enquiries. I am pleased to see that our team have been in touch with you since and have resolved your problem. We will hope to hear from you again in the future!
Posted 3 years ago
James G
Verified Buyer
“I’ve had a terrible service from Jane Clayton. I’ve left 4 phone messages and sent 3 emails to find out what’s happening to the balance of my order. No one has given me the courtesy of a response. It’s made me anxious about what’s happening to my order. I was really looking forward to my wallpaper and spent a long time deciding what to use and your service has put a downer on my plans. I’ve had to cancel my decorator and the complete radio silence from Jane Clayton has made me concerned that I’ve lost my money. Today I have contacted Cole and son direct to find out what’s happening to the balance of my order. That’s just not good enough.”
Helpful Report
Posted 3 years ago
Thank you for your feedback James. I am pleased to see that our customer service team have been in touch and resolved your issue on this occasion. We can only apologise for the delay in responding to your enquiry due to us receiving much higher than normal volumes of enquiries. We hope that our team has restored your faith in us!
Posted 3 years ago
Kerry P
Verified Buyer
“I am still waiting for fabric!”
Helpful Report
Posted 3 years ago
Thank you for your feedback Kerry, we are pleased to see that our customer service team got in touch with you and that your fabric arrived, we are very sorry for the slight delay on this occasion but will hope to hear from you again in the future!
Posted 3 years ago
Anonymous
Verified Reviewer
“Concerning !!! No-one will provide an update on the order. No answers other than automated generic email. No one answers the phone either. Seriously worried the money spent with this company is lost.”
Helpful Report
Posted 3 years ago
Thank you for your review. I am very sorry you feel this way, we are currently experiencing a very high volume of customer enquiries. However, I can see your email has been responded to and your order has been dispatched - it should be arriving imminently.
Posted 3 years ago
Anonymous
Verified Buyer
“The parcel was so delayed that we began to wish we had gone elsewhere. It was finally delivered without any explanation or apology one week later”
Helpful Report
Posted 3 years ago
We are very sorry that you experienced a delay with your order. A member of the customer service team will be in touch to discuss your order.
Posted 3 years ago
Nicola
Verified Reviewer
“I’m amazed that so many people are saying delivery was quick I ordered wallpaper 9 days ago and it still hasn’t been dispatched. I’ve emailed, left voicemails, filed an enquiry form and tried to make contact over Instagram. I have had no response and to information to why it hasn’t been dispatched despite it saying delivery in 3-4 days. Please do not promise things you can’t deliver like delivery and response times to voicemails and emails. I want the wallpaper for a nursery for a baby who is due very soon.”
Helpful Report
Posted 3 years ago
Thank you for your feedback, we are very sorry you have experienced issues with your order, particularly as you have a baby due soon, and wish to decorate the nursery. A member of our team will be in touch to resolve your problem.
Posted 3 years ago
Anonymous
Verified Reviewer
“Placed an order for a sample over 5 working days ago and not heard anything. Have emailed and no response within 24hrs, yet all the other reviews seem to show that they have had efficient service within 24 hours. Have tried to call and again seem to be in a long queue. The website does say expect delays, so have assumed you are still sending samples? Again website doesn't seem to suggest you are not open.”
Helpful Report
Posted 3 years ago
Katie B
Verified Buyer
“I haven’t received my product yet so I can’t review that yet. I’m sure it’s fab. Disappointed with the time it’s taken though - ordered 21 days ago, eventually received an email to say it was dispatched a week ago and still not received. I’d have bought it from elsewhere if I’d have known it would take so long.”
Helpful Report
Posted 3 years ago
Rosie
Verified Reviewer
“I wish I could give this zero stars! I ordered several wallpaper samples in September and today I got an email notification that a couple of them had been dispatched. What kind of strange company sends SAMPLES 4 months after they've been requested?! Bizarre.”
Helpful Report
Posted 3 years ago
Jane Clayton is rated 4.8 based on 9,341 reviews
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