This is my first Trustpilot review because the refund process with Joom is awful and non-intuitive. I have been assisting my elderly mother to try and return the items and obtain a refund. It seems Joom are deliberately trying to make this as difficult as possible.Firstly, if you purchased the items to be returned as a guest, you have to link your items manually to 'Your Orders' on your account. This involves contacting the support team to provide the order reference (you cannot simply click a link on the order email). Then once the orders are showing on your account, you have to contact the support team again via web chat to refund the items. It is not a simple case of clicking into 'Your Orders' and hitting a 'refund' button. This is far from intuitive. In the live chat, we were asked to specify the reason for the refund. When selecting 'other' and attempting to explain said reason, the chat was disconnected, and we were advised the customer support team would review the issue within 8 hours. Further messages sent have not been responded to, as if the messaging option has been frozen. How convenient!My mother has already attempted this process once with the same result both through the website and the app. We have been left unable to progress with the refund of the items valued nearly £150 collectively (which is a lot of money to an elderly pensioner). Order references are enclosed should anybody care to assist us. Absolutely shocking website/app design. Does not deserve even 1 star. Lucy on behalf of Kelly F (purchaser).
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