Firstly, I love the J&J designs and generally the quality of product is relatively high and washes well. However, the customer service levels for this business are absolutely atrocious and Go Global should be embarrassed they have owned this business for several years and have not invested in the digital platform experience and customer service. - A £200 order shipped to the UK was lost. Customer service kept refusing to accept it and blamed it on Royal Mail (UK last mile carrier) but tracking and a call to RM indicated RM never received the parcel. My parents had to spend over an hour on the phone with customer service trying to get a refund- Tried to order again, 10 days later the package appears lost again- My mom tried to order $180 worth of product in the US and couldn’t complete the order without being charged for shipping ($100+ free shipping). She had to call customer service. They struggled to help her and it took over an hour to get the order to go through- A pair of jammies developed 2 holes after one wear and wash. I requested a refund because I am based in the UK. They issued me a voucher for $16.50. Whilst visiting the US, I tried to use it and the sales lady said it rang up as $1.60. Nothing she could do. I wrote to customer service. One month later, no reply to fix it. - In light of my general appreciation of quality, it has deteriorated. A $50 pair of khaki trousers had one hem come out after first wear, second hem came out after second wear. Had to pay £12 to fix, which feels totally unreal for a $50 pair of baby trouserStylish, good quality kids wear is difficult to find and myself (and my parents - the grandparents) spend enormous amounts of money with J&J because we like the clothes and they are uniquely cute. But PLEASE I beg of you to improve your website user journey, fulfilment and shipping and customer service so that I don’t lose this as a place to shop for my child because I am on the brink of never spending with you again.
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