“Ordered two dresses from the Jones and jones website in total £220 and paid next day delievery the one dress never showed up and the other was to small. So sent the one back and emailed them to let them know I never received the other that was 3 weeks ago now still no refund, no one answers the phone and now their website has disappeared! Disgusting!”
“Has this company gone into administration? Trying to return a dress that was sized incorrectly and unable to access website. Email several times over the past ten days and no response!”
“This company do not appear to be trading anymore. Waiting for £105 refund which I'm pretty sure I'll never get. I contacted them through messenger a few weeks ago and they said my refund would be processed by the 10th, it wasn't. Now there Facebook/messenger is deleted and the website has been shut down. Disgusting way to treat people. To think that reputable companies like Next stock their clothes. ????????”
“Item returned and after chasing them was admittedly received on the 17th December. Still NO refund, NO email response, NO website anymore. Robbing people's money!!!!!!!!”
“I ordered a dress and sent it back to be exchanged for a smaller size. No sign of new dress. Website seems to not be working anymore and I can't find them on Facebook or twitter. I have no contact details for this company as I can't access their website. Can anyone help?”
“Contacted returns to send a dress back as it was too big. They said they wanted my order number to look into it for me as I wasn't being given the option to request a returns number. I have emailed 3 times now with no reply, customer service is shocking!”
“returned dress ovwr a month ago and still no refund i have emailed several times and no reply
posted.of facebook which gets deleted customer servicd is horrible and horrendous i would never buy from these rrolls again!”
“Do not buy from this company!
My delivery was late and had terribly poor contact with the customer service team. Then I wanted to return and I am STILL waiting for a refund over a month later. I have repeatedly emailed, Facebook messaged and written on their wall (which gets deleted).
£140 and they think it is acceptable to keep it and ignore me.
NEVER BUY FROM THEM”
“If I could rate this 0 starts I would. Absolutely disgusting service.
The dresses themselves where an awful fit and made very poorly.
I ordered three dresses first class, I recieved two next day with a comment on the receipt stating 'other sent separately.' With no other information on why my item was late or how long it would take for it to com. I was also advised on the receipt that sale items are non-refundable, which I had not been earlier infprmed. I contacted Trading Standards regarding this who have me a sample letter to send which I did. Although my refund was accepted for all dresses I have yet to receive it.
I wish I had read previous reviews before using this company. Absolutely disgusting.”
“Absolutely awful!!! £232.09 4 dresses returned and signed for no refund still after a month!! Morelia keeps saying in process!! Rubbish it's disgusting taking money and not giving back please do not buy anything from it it's pure tackiness as well!!! I'm going to my credit card fraud dept to see what they can do cant let them away with this!! Never buy from here!!!!!!!!!!!!!”
“Same experience as other customers. I ordered one of their dresses from Next for a weekend away, but after finding it did not, fit the only place they had the size up was on the Jones and Jones website.
The one I received from the company was of poor quality, and the sizing is completely wrong.
After returning my dress with 1st class recorded delivery, and hounding them with emails I was told I would have received my refund by the 26th July. I spoke with them on the 6th after they received my dress back and the woman admitted to me they were terrible with customer service. On the 25th I emailed asking if they were in the process of refunding me, however got no replies to emails, (I emailed 4 different addresses), Facebook messages, tweets and nobody was answering their office phone.
When I finally got in contact yesterday morning, the lady on the phone had no idea what to say. She advised me my refund had already been processed, and that it should appear in my bank within the next 1-2 days. I requested a screenshot to prove payment, which I was promised, however then they went back to ignoring me.
I received an email at 10:00pm last night saying my refund had been done, then was sent the screenshot. The screenshot showed that I was refunded at 10:02pm last night, therefore the lady on the phone had lied to me. I started a dispute with my bank yesterday, and am sick and tired on this company!
I would recommend you do not use, as you will only get your money back if you pester them 24/7.”
“Awful, awful company. If you have to return something you will be waiting a long time to receive a refund. Terrible customer service. Nobody gets back to you despite me leaving comments on the 'portal system' as well as emailing multiple addresses (as has been mentioned by others).
I sent a dress back on the same day it was received by first class recorded delivery (an additional £5! as returns are not free with this company), then received a message via the online portal that I would be refunded within 14 working days. I am still waiting.....”
“I honestly can't believe that every single review on here is exactly the same as my experience!
Do not EVER purchase anything from Jones and Jones!
100% the worst customer service I have ever received in my life!
Just the same as everyone else I returned my items and had to wait a good month for my money back (£123.95) and the only reason I got it back was by emailing and Facebook messaging on a daily basis!
I sent 7 emails to different addresses before being replied to by mirella@jonesandjonesfashion.com who was the rudest and most unprofessional person you could imagine!
I told her that I had returned my dresses because the quality of the material was horrendous. So tacky and cheap and even smelt of cigarette smoke which I assumed came from the delivery driver.
She replied basically calling me a liar and said the dresses are handmade to order (not possible when I ordered late at night for next day delivery!) And that no one had made a note on my return when in fact I had hand written about the quality and smell on my returns sheet and also on their website on their returns page!
I told her I wanted the money back for my refund and the next day postage I paid to make up for being ignored for weeks but apparently they can't afford the £3.95 to give me it back!
Although this is surprising seeing that they are keeping everyone's hard earned money to themselves and refusing refunds!!
Mirella, your company is atrocious and I sincerely hope you realise the mistake you have made in loosing what could be loyal customers.”
“My goodness, what an unprofessional bunch of amateurs! To call this a company would be an absolute joke! I returned a dress on tracked first class and didn't receive a refund for a whole 4 months. I emailed customer services who is managed by the owner! Her emails were full of typos and writing as though she's texting a friend. No apology or effort to rectify the inconvenience. Imstead she said she'd give me refund in form of credit voucher- ridiculous as I never want anything to do with them or their cheaply made dresses!!! Do not ship with them!!!”
“Exact same as everyone else. Bought a dress 13th March and sent it back the day it arrived (incidentally, had to chase that up as it was 9 days after ordering and still no dress). Dress was poorly made, cheap fabric, threads hanging off it and looked heinous so I sent it back the day I got it. Still waiting on a refund. I sent it 2nd Class Signed for so knew it had arrived 29th March and they changed my returns status to received on 4th April however, just shy of ANOTHER month later and still no refund. Have sent 3 emails now to no response so going to have to try another more aggressive tactic to ensure I get a refund. At £80 for the dress not to mention the postage it has been a very costly endeavour. It's no wonder Topshop don't stock them anymore. Probably got sick of their awful management and customer service not to mention poor quality garments!”
“Like previous comments, i am still waiting on a refund. Ordered the dress at the beginning of March, received it quickly however it was damaged at various parts. I paid to return it for a replacement. Didn't hear anythin for 2 weeks. Emailed to cancel dress as I no longer needed it just as they sent it again. Dress arrived and it was the exact dress I had just returned, all the same bits were damaged. Eventually spoke to someone on the phone last Tuesday and it was agreed that I would get a refund. I'm still waiting on refund and have emailed again lookin for an update. Surprise surprise no email back. Will be seeking advice from trading standards. Would not recommend this company to anyone.”
“I agree with the other reviews. This company is awful. They ignored my emails for weeks when I wanted a refund on a poor-quality dress. They say they don't give refunds on sale items and try very hard to conceal from their customers that this is against consumer rights and that actually you have 7 days to cancel your order after receiving it, entitling you to a full refund. They finally only replied to me after I said I would involve a third party and was then waiting 3-4 weeks for a refund and even then I only received it after a lot of pestering. If you are returning an item to them then I would highly recommend getting a tracked delivery so you know they have received it!”
“Returned two dresses in early Feb. Company acknowledged receipt of these and confirmed I would receive a refund within 14 working days. That was on the 8th Feb. It is not the 9th March and I have still not had my refund. I have also had no response to numerous emails, cannot find a phone number which gets through to anyone, and have had to resort to social media to try and get them to respond to me with an update, My refund is for over £100!!! Ridiculous and very poor customer service. I won't shop here again.”
