Jollyes - The Pet People

Man in a Cave
1 Star
I've thought very hard about this because I always try to give balance in any review I leave. I also usually don't leave negative reviews, preferring praise to criticism. However, I feel so strongly about my experience today, that I actually want to warn other potential customers to be careful. We had visited the shop before and chosen a pet. It was of a type we had several years of experience with and we had a very nice setup at home. We discussed with the staff in detail the setup and produced photographs of it. We had lovely interactions with the whole team on the day. We returned on the day in question and went through the whole process again. No problems. Everything was fine until a very young member of staff came and asked how far we were going to travel home. We said two hours and they said it was against policy to let customers travel further than one hour from the store, therefore we weren't allowed to take the animal. Hey, I get that, it's a welfare thing and it increased my trust in the company's approach to animals. So we then discussed as a family and said that we would travel halfway home to the in-laws (an hour away) and then stay over for the night and continue our journey the next day. Therefore, the maximum travel time would be 1 hour in any one step. We were refused and the staff just walked away. That was that. Whilst the policy makes sense, theoretically, someone could live around the corner and take the pet home one day and then go on a tour of the UK with them the next. Surely this approach needs some practical application. I think them problem was that we were not allowed to discuss it with anyone, at all. The manager, who had apparently made the call, would not speak to us and instead left things to a very young and nervous staff member to pass on the message. We said we were saddened but we left with no fuss and were totally polite, despite a rather crushing disappointment. However, the staff refused to even make eye contact with us. No apologies, no discussion, nothing. Jollyes, you have a serious customer service problem at this store. I hope no family is ever put into this position again. I can't recommend this store and I won't return. I do genuinely hope it was an isolated incident.
Thursday 24th March 2022

Zoe Fitzgerald
5 Star
Love this store. Great selection of goods. Staff are always polite and helpful. I like the way they seem to put the animals welfare before the sale too. Nice to see a pet store that cares.
Saturday 25th June 2022

carlyjmc
5 Star
Great selection of animal food and supplies. Love seeing all the pets available
Thursday 10th February 2022

Explorer SPoV
5 Star
Helpful and friendly staff, got in stock what wanted. Good location. Only signage outside to find this place was not clear enough. Hope they improve this.
Saturday 2nd April 2022

Charlene Hollett
5 Star
Visited a few times, for various items staff really friendly and always happy to help.
Saturday 7th May 2022