SmallBizGenius Analysis
Journeys receives mixed feedback, with many customers reporting issues with online orders and customer service. While some praise in-store experiences and helpful staff, the negative reviews highlight significant problems with shipping, returns, and order accuracy.
Category Breakdown
Scores based on analysis of 96 recent reviews
Shipping and Delivery Issues
2.0/10Many customers report problems with shipping, including delayed deliveries, orders being cancelled without notification, and items not arriving as expected. Some reviewers mention receiving tracking emails that are inaccurate or unhelpful, while others state their orders were marked as 'delivered' but never arrived.
30 reviews mention thisCustomer Service Problems
3.0/10Numerous reviewers express frustration with Journeys' customer service, citing long wait times, unhelpful representatives, and difficulty resolving issues. Some customers report being given incorrect information or being unable to get a refund for items that were not received or were returned.
28 reviews mention thisReturns and Refunds
2.5/10Many customers complain about the return process, including being charged return fees, delays in receiving refunds, and being denied refunds for items claimed to be damaged upon return. Some reviewers also mention difficulties in returning items purchased online to physical stores.
25 reviews mention thisOrder Accuracy
3.5/10Several customers report receiving the wrong items or incorrect sizes in their orders. This includes receiving used shoes, different colored items, or completely different products than what was ordered.
18 reviews mention thisIn-Store Experience
8.0/10Some reviewers highlight positive experiences in physical Journeys stores, praising the helpfulness and friendliness of the staff. These positive comments often contrast sharply with the negative experiences reported for online orders.
15 reviews mention thisPros & Cons
What Customers Love
"Journeys in Newport Mall , Jersey City, NJ.. JYS 1265 Great customer service from salesperson ,Ramses! Such a nice young man , so patient, polite, & helpful."
"Ordered sneakers for my son online. Great price and arrived super quickly- ordered early afternoon on Thursday, it shipped same day, and on Saturday morning we received it."
"Crimzon was the best she helped us through everything amazing person she needs a raise asap. Great welcoming person best attitude."
Common Complaints
"Placed an order before Christmas. Received a tracking email for 3-5 day shipping. One month later, I see the order was 'Cancelled'. I had no notifications, no email, no idea this was the case..."
"Terrible customer service. Sent me two different sized shoes and expected me to pay $7.99 to ship them back if I didn't email them pictures to prove it."
"Worst company ever!!! How can you charge people money to return your products especially those that can’t get down to a store. $26 return fee for a pair of shoes where your measurements are wrong on your website is highway robbery."
"Ordered 3 pairs. One came in the wrong size, while another was not only late but also clearly used."
"I have ordered from them for years. I made a order lastnight and was charged last night woke up today was charges again."
Common Questions About Journeys
Answers derived from customer review patterns
Is Journeys legit and trustworthy?
Journeys has a significant number of negative reviews, with many customers reporting issues with online orders, shipping, and customer service. While some customers have positive experiences, the prevalence of complaints about delayed or cancelled orders, incorrect items, and difficult returns raises concerns about the reliability of their online operations. Customers should exercise caution and consider these potential issues before making a purchase. The in-store experience appears to be more reliable, but the online experience is inconsistent.
Based on 45 reviewsDoes Journeys have good customer service?
Based on the reviews, Journeys' customer service is a major point of concern for many customers. Numerous reviewers describe long wait times, unhelpful representatives, and difficulty resolving issues. Many customers report struggling to get refunds or replacements for incorrect or missing items. While a few reviewers mention positive interactions with specific employees, the overall sentiment suggests that customer service is inconsistent and often frustrating.
Based on 28 reviewsWhat is Journeys' return policy like?
Journeys' return policy receives significant criticism in the reviews. Many customers complain about being charged return fees, even when the error was on Journeys' part. Additionally, several reviewers report long delays in receiving refunds, sometimes taking weeks or even months. Some customers also claim they were denied refunds due to the company claiming the returned items were damaged, despite being returned in new condition. This makes the return process difficult and costly for many customers.
Based on 25 reviewsWhy are Journeys orders getting cancelled?
Several reviewers reported their Journeys orders being cancelled without explanation or notification. Some customers only discovered their orders were cancelled after contacting customer service or noticing a lack of shipping updates. The reasons for these cancellations are not always clear, but some reviewers speculate it may be due to stock issues or problems with order verification. This lack of communication and transparency adds to customer frustration.
Based on 10 reviewsLooking for Something Different?
Compare Journeys against 522 similar lifestyle & perks options.
View Alternatives