Welly Warehouse review: A truly horrible company! 9

I totally agree! I purchased a pair of Joules wellies this morning from Welly Warehouse as they were advertised as being "In Stock" on their website. However, after taking my money, two hours later I was notified by a customer service assistant that they were in fact, not available. When asking for a refund, the girl said it would take between 2-5 days for my money to be refunded. In the meantime Welly Warehouse's ### up has left me unable to afford to buy an alternative pair which I need for Friday! The customer service team were extremely unhelpful; I was prepared to swop my order for a slightly dearer pair of Hunters but asked for the postage and packaging (£4.95) to be lifted as a gesture of goodwill. They refused to do this and were unsympathetic to the fact they had taken my hard earned money for a product that, due to never being in their warehouse in the first place, technically might as well not exist ! I am currently still waiting for confirmation that the refund has actually gone through. AVOID WELLY WAREHOUSE, AWFUL COMPANY!

Hi Angela and Emily,

I am sorry to hear that you have been upset with Welly warehouse.

Angela, I remember your case very well - It is unfortunate that we could not remedy the situation for you. We have used 5 different courier companies since our business started in 2004 and not one of them offers a timed evening collection service from a residential address.
It was not an issue to refund your item or have it collected from you by a courier, but the fact that you sleep all day unfortunately made it impossible for us to collect anything from you.

Emily, I am aware of the problem you have experienced - it does sometimes happen. If you imagine, we will start with say 1000 pairs of one type of boot. As this sells through and we get to the last few, it is not uncommon for the warehouse stock to disagree with the computer stock. Some are damaged or faulty. Fortunately, it is in the minority rather than the majority of cases.
We have our website set up to take payment immediately when an order is placed - we don't see anyones card details either. However, when it comes to refunding, this is done by a person at our end. The card company tells us that it can take up to 3 working days for the refund to go back onto a card which is why we inform you of the 2-5 days.
With regard to a refund on postage, I do understand what you are saying - and we are taking a slightly different approach to issues like this these days. At the time, I think we would have been one of the cheapest sources out there and there are some products that simply do not have a profit margin in them to do things like that. We work on selling thousands of pairs a month rather than making £25 on each pair of boots we sell. Postage is something that I am reviewing at the moment.

Hi, I'm having the same bad experience with wellywarehouse at the moment. I ordered a pair of Joules, one week after they told me the deliverer came to my place and as I was not there, he should have left a card with his contact details. I had nothing in my mail box. So I asked to wellywarehouse to give me the contact details of the deliverer. I called this number and the person I talked to was a hairdresser! Then I asked for the tracking number and they gave me a wrong one! Next step... they told me the parcel was delivered to a Mister Marty! I don't know this person and there is no Mister Marty in my building... Furthermore I called them several times (and it's difficult for me cause I have the "language barrier" as I'm french and it's hard to talk with them and understand them). I think they never delivered anything and they are just playing, misleading me and sparing time... They are robbers... I paid and I have nothing that's unfair! I don't know what to do! I now asked for refund and I'm waiting for the continuation...

Australia - was this dealt with?

I wish I had read this website before I made my purchase. I contacted them when my purchase hadnt arrived to ask when I should expect delivery as I needed it by last weekend and wanted to know if I could collect from shop. I was told delivery had been made on the 11th and I couldn't collect as they had no more in the size I required until next week. I was informed they would contact city link. I have had to chase them each time with just empty promises that they were investigating it. Yesterday when I can in from work I had a parcel on my doorstep and it was my boots. So who has lied? The courier or the retailer? Someone certainly had! I suggest stay away and spend your money elsewhere.

AVOID WELLY WAREHOUSE - SCAMMERS! - They take your money and then advise the boots are no longer in stock! I ordered some Barbour boots for my Daughter as a Christmas present costing £69.95, these were ordered on 29/11/2013 at approx 9pm wit free next day delivery. I took into account that they were ordered on a Friday at 9pm so didn't expect them until Tuesday or Wednesday of the following week - but NO! What I did get on Wednesday 4th December at 5.50pm was a call from Katie at Welly Warehouse advising me that the boots were no longer in stock in a size 4 - I asked her if they were available in a size 5 - she advised they were not available in ANY size! She told me to have a look on the website for an alternative. I told her I had literally just left work and asked what time they closed for business, she told me 5pm! I told her I would peruse that evening and call her the next day. Myself and my Daughter looked at the sight but there was no alternative. During my lunch hour on the 5/12/2013 I called Welly Warehouse and asked for Katie - who had in fact answered the call, I explained that there was nothing else I wished to have as an alternative and would like a refund. I asked her if she needed my card details - she told me no, as mt details were available for the refund, so I hung up. 1112/2013 - During my lunch I called Welly Warehouse to check the progress of my refund as nothing had showed on my bank account. I was put on hold for 5 minutes - the operator came back to me and explained that the refund hadn't been issued, but she would make sure it was done straight away!... 13/12/2013 - as yet nothing - no refund on statement - will be calling again tomorrow! PLEASE CHECK WITH WELLY WAREHOUSE BEFORE ORDERING OR ELSE YOU WILL WAIT FOREVER TO GET YOUR MONEY BACK - IF INDEED YOU GET IT BACK AT ALL!

I cannot believe this company are getting away with this! I ordered a pair of wellies in the sale on Nov 30th 2015 and 2 wks later still hadn't received them even though my money was taken straight away. When I emailed them I was told they were out of stock and they were sorry no one had contacted me! I was mad. I asked for an alternative pair honoring the same price and they said no (after about 40 emails bouncing back and forth and my patience completely gone!) so I demanded my money back which has taken another 2 wks! So my refund is now pending and this all happened 5 wks ago! And not once did they offer my money back! Absolutely shocking customer service, shocking company and deserve to be shamed online. I'll make sure people know what a despicable company this is!

On the 16th December I ordered two pairs of Wellies as Christmas presents and only because they were to be delivered three days before Christmas that I went with this company. Fortunately one pair arrived on Christmas Eve with an invoice for two wellies.

I phoned asking where the other pair were and was told they were 'found' in the Warehouse and would be sent Parcelforce 24 the following Tuesday, to arrive Wednesday. Wednesday came and went and I passed this all over to Dad because I find it hard to use the phone and had found the person on the end of the phone quite curt. Dad phoned and phoned and phoned and was told 'Out of Stock' but would be back etc etc and that they would be with us on Wednesday 6th January. That came and went. Dad phoned again, the girl said she would check the warehouse and phone back in an hour. Dad said, no, HALF and hour. Hours went by and still no phone call.

I received an email on Friday 8th in the afternoon, to say to call them to sort out the issue. Of course they close at 5pm so Mum rang them today - 11th and was told they were sold out, but would have another pair posted tomorrow.

It's a massive disgrace. I feel totally and utterly fobbed off by this company, they just can't be truthful and still my friend is still down a Christmas present. It's only fair that they compensate for this mess. I won't ever be buying from here again. I am truly disappointed and let down by Welly Warehouse. Most disgraceful service I've ever experienced.

I DO NOT recommend you buy anything from Welly Warehouse UK. They are the most incompetent, inefficient, useless company I have ever had the misfortune of having to deal with.

I ordered some boots a month ago, which were meant to be in stock with a 3-day special delivery. 2 weeks later I still hadn’t received my boots nor any type of communication to say that they were going to be delays in the delivery, so I started calling to see whether I could track them down. Every time I called they said that they would look into it and call me back. They would never call me back, so I had to keep on chasing.

After another week of waiting they eventually told me that they had run out of stock, but that the boots were due to arrive Thursday or Friday that week (when I actually NEEDED the boots). Of course I received nothing. On the 4th week they told me that did not receive the stock on Friday and that they are expecting it sometime this week. They couldn’t tell me exactly when nor when I would receive my boots by… I am still waiting for the boots to arrive…

I highly recommend that you save yourself the pain and just buy your boot from someone else.