I rented a power bank today. I was unclear on whether it had returned correctly. The customer services team were very helpful in confirming that was the case. Thank you.
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After a recent hospital stay, I rented a Joos charger for my son to charge his device. There was a misunderstanding over rental charges, whereby I assumed it was a one off charge of £2.00, but actuall... Voir plus
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Returned my power bank on 21 June at a hospital emergency department No refund contacted them and supplied all the information they requested on 2 separate emails bank details - proof of purchase -... Voir plus
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Got charged £36 for using a Joos power bank for 3 hours (advertised at £2 for half an hour). Couldn’t get through to a human on the 0800 no., so I used the web chat. It took over an hour of going roun... Voir plus
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À propos de l'entreprise
- Entreprise de logiciels
- Service technologique pour l'organisation d'événements
- Centrale électrique
- Fournisseur d'équipements de télécommunications
Écrit par l'entreprise
Joos Power provides on-the-go phone charging through power bank rental stations in hospitals, hospitality venues, and public spaces. Customers rent by scanning a QR code or using contactless payment, charge while on the move, and return to any Joos Power station. For contactless rentals, a temporary payment hold may apply and is released by the customer’s bank approximately 5–7 working days after return.
Coordonnées de contact
86-90 Paul Street, EC2A 4NE, London, Royaume-Uni
- hi@joospower.com
- joos.app
3,6
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I twas charged for a power bank that I was never provided!
I tried to rent a power bank from this company. My phone was dead so I could not scan a QR code or used their app. A lady who works at the customer service desk next to the machine (in a shopping centre) told me to tap my debit card onto the card reader machine attached to the Joos machine and a power bank would be released. I did but the transaction got stuck on "authorising" for a while and then a red X appeared. The lady told me that it must have not gone through and that she would keep an eye on the machine. So I left without a power bank whatsoever. To my horror, I found out that this company had taken £36 from my bank account nonetheless. I reached out to them through their website's chat. I was kept there for 2 hours without a resolution, was not told who I was talking to, could have been AI or several people as I was asked the same questions and info (which I had already provided) several times and told "we here to help" in between, several times too. Highly frustrating. So I am now out of pocket by £36, without a resolution, none the wiser and did not even use their services!!!! AVOID!
22 avril 2025
Avis spontané
Réponse de joospower.com
Hi Sa,
We're really sorry to hear about this frustrating experience – being stuck without a power bank when you needed it most, and then seeing an unexpected charge is completely understandable to be upset about.
What you're seeing is likely the £36 holding deposit that all card rentals require, which should appear in your pending transactions. Since no power bank was released, this hold should be automatically released by your bank within 3-5 days (depending on your bank's processes). The money never actually leaves your account – it's just temporarily held.
We did reach out for more details to help resolve this, but since we haven't heard back, we're hoping your bank has now released the hold and everything's sorted itself out. If not, please email us at customers@joospower.com.
We're sorry for the poor chat experience too – that's not the service we aim for. 💙
Con con con con Used this service 3 4 times while at…
Used this service 3 4 times while at Queens medical centre Nottingham first time 1 hour at 50p an hour my phone was set fir 55 mins got charged nearly £6
Second time took 2 charges for 2 hours got charge nearly £5 on both waiting for my next charge this time I used for 3 hrs I dreed to think
Don't use there a con
16 avril 2025
Avis spontané
Réponse de joospower.com
Hi Craig,
We're sorry to hear about the confusion with our pricing! We completely understand the frustration when charges don't match expectations.
Our pricing works with a £3 unlocking fee when you first rent, then 58p per 30-minute period after that. From your experience, we understand this wasn't obvious, and we'll make sure this is clearer on our stations.
Please email us at customers@joospower.com with your rental details, and we can walk through the charges with you to make sure everything's correct.
Thanks for your feedback – it helps us improve! 💙
£36 charge for 30 mins use
I used the Joos power bank for half an hour and then got a £36 charge because they believe it could have just “popped” back out and was apparently incorrectly placed backafter a day of back and forth they refused to refund what should have been a simple £2 / £3 service… I am now expected to return to the venue and take a photo of the station in order for that to satisfy that this returned correctly. I know I returned the device (why wouldn’t I). Unfortunately it was an awful experience and the customer service was incredibly unhelpful
5 avril 2025
Avis spontané
Réponse de joospower.com
Hi there,
We're really sorry to hear about this awful experience and the frustration you've faced. Having to go back and forth for a day over what should have been a simple rental is completely unacceptable, and we understand how frustrating this must be.
We know our system has limitations when power banks aren't properly locked back in, which can create these difficult situations. That doesn't make your experience any less frustrating though.
Please email us at customers@joospower.com with your rental details so we can review your case properly and work towards a resolution.
This isn't the Joos experience we want for anyone. 💙
Charges my phone for 20 miniutes and 2…
Charges my phone for 20 miniutes and 2 payments came out one for £3.58 and one for £36 is a scam don’t use I will be contacting my bank
10 avril 2025
Avis spontané
Réponse de joospower.com
Hi Georgina,
Thanks for sharing your experience with us. We understand seeing two charges - £3.58 and £36 - was concerning!
Here's what's happening: the £36 is just a temporary holding deposit that gets automatically refunded once you return the power bank. Since your £3.58 rental charge has been processed, we can confirm your power bank was properly returned to our system.
The £36 holding deposit should be released back to your account soon, though timing depends on your bank's processing schedule. We never actually keep this money - it's similar to how hotels place temporary holds that disappear after checkout.
We're looking at ways to make this clearer in our app and at our stations so customers understand these are two separate transactions - a temporary hold and the actual rental fee.
If you're still seeing the £36 hold on your account after a few days, please let our support team know and we'll help get this sorted with your bank. ⚡
Thanks to Joos I didn’t miss a very…
Thanks to Joos I didn’t miss a very important meeting. My battery died and I couldn’t find the place I was meant to go to. Saw Joos and thanks the option of taking the charger with you I made it just in time.
9 avril 2024
Avis spontané
Réponse de joospower.com
Hi Kris,
🙌 Thanks for sharing this brilliant Joos moment! We're absolutely chuffed that our power bank helped you make it to your important meeting when your battery died.
These are exactly the situations we've designed our service for - keeping you connected when it matters most! The take-away option is perfect for those on-the-move emergencies ⚡ and we're so pleased it worked seamlessly for you.
Your story makes our day and reminds us why we're working to place Joos stations in even more convenient locations. Next time you're running low on power, we'll be there to keep you charging!
Absolutely terrible
Absolutely terrible, I was at the hospital with my son and needed to charge phone
I got a powerbank which I may add didn't fully charge it,
I put it back after a few hours before I left
Only to have £36 taken from my account
As if it's not stressful enough going to the hospital
Only to be conned out of money and at times like this, disgraceful
14 mars 2025
Avis spontané
Réponse de joospower.com
Dear Dawn,
Thanks for sharing your experience with us. We're looking into what happened with your power bank return at the hospital while you were with your son.
Our system shows the power bank wasn't properly seated when returned, which is why the £36 charge appeared. We completely understand how stressful hospital visits are, and dealing with unexpected charges makes things even harder.
While we can't process a full refund when our system can't locate the device, we've already applied a £15 goodwill refund to your account to help ease the situation.
We're using your feedback to improve our stations - especially in sensitive locations like hospitals where customers may be under additional stress. We're working on making our return process more intuitive and adding clearer confirmation signals when devices are properly returned.
Let us know if you need any further assistance with this. Getting you sorted and back to what matters most is our priority. ⚡
Joos is a complete disgrace
Joos is a complete disgrace. The money that was arbitrarily deducted from my account has taken away from my enjoyment of the journey. I rented a power bank from the charging station at Manchester Shudehill Interchange bus station. 1 hour 20 minutes. I scanned my bank card and £36 was deducted from my account. Despite returning the device, the money has not been transferred to my account. I kindly ask you to resolve this issue. Otherwise, I would like you to know that I will be suing.
1 avril 2025
Avis spontané
Réponse de joospower.com
Dear Cihan,
Thanks for sharing your feedback about your Joos experience. We understand your frustration with the £36 holding deposit situation after your power bank rental at Manchester Shudehill Interchange.
We can see our team has already explained that the £36 was just a temporary authorisation hold that should be automatically released now that you've returned the power bank. While we immediately notify your bank when you return the device, the timing of when holds disappear varies depending on your bank's own processing schedule - something unfortunately outside our control. ⏱️
We're taking your feedback seriously and looking at ways to make our holding deposit system clearer for all customers. Many people aren't familiar with how authorisation holds work, and we need to communicate this better before rentals begin.
We appreciate you bringing this to our attention and are working on improving how we explain these temporary holds to prevent similar frustrations for future customers.
If you're still seeing issues with the hold, please let our support team know and they can provide additional documentation to help speed things up with your bank.
Shameless apathetic customer service
Shameless apathetic customer service. I live a 3 hour bus journey away and left the powerbank accidentally in a coffee shop. I messaged the customer service immediately and asked them time to return it in a weekend but they were on and on about how much revenue they will lose. As if every single one is in use every minute of the day. They showed zero value. They would receive it intact bur no. They have overcharged me 36£ for a powerbank that costs a mere 15-20£ anywhere else. Its the 10000mAH which hardly holds charge for 2 hours. I hate that they made me keep a an overpriced one and showed no value to customers. Will never use them again. The principles they operate on are greed. More than anything
29 mars 2025
Avis spontané
Réponse de joospower.com
Dear Nisha,
Thanks for sharing your experience with us. We're looking into what happened with your power bank situation and understand your frustration about the £36 charge.
Here's where we're at right now: when power banks leave our network (like being left in a coffee shop), we can't remotely end rentals since we need to verify they've been safely returned to our system. Our regular rental service is designed to be affordable—less than £5 for an hour and a half charging—saving you from purchasing, remembering to recharge, and carrying your own power bank.
The higher non-return fee isn't about the device cost alone but ensures we can quickly replace missing units and keep the service running for everyone. When power banks aren't returned, our team needs to visit stations and replenish them so they're available for the next person in need.
We were glad to hear the coffee shop is keeping the power bank safe for you! During your chat with our support team, they explained that refunds can only be processed after the device is physically returned to a station, not before. This return-then-refund process is our standard approach for all customers.
Your feedback is helping us improve how we communicate about our policies, especially for customers facing logistics challenges. Let us know if you need anything else - we're here to help. 🔋
Daylight robbery
I changed my phone on one of their docking stations for 1hr on Saturday night. Yesterday (Monday) I got a charge for £3, which was expected. Today I have received another charge of £33 so I contacted Customer Service at Joos to be told that because I didn't put the docking station back correctly it didn't register its return so that's why I've been charged £36 for 1 hour usage. I have been offered £15 refund and been given a coupon code to receive 30 mins free use of their charger the next time I use one, which will be never. Only good thing about Joos is their Customer Service which was quick but I'm still upset that I'm down £18 for using a charger for 60 mins.
22 mars 2025
Avis spontané
Réponse de joospower.com
Hi Samantha,
Thanks for sharing this feedback about your Joos experience. We're looking closely at what happened with your power bank return and the unexpected £33 charge.
While we can't offer a complete refund when our system shows a power bank wasn't properly returned (since we can't verify its location), we understand that the £15 refund and 30-minute coupon don't fully make up for your frustration with the situation.
We're using your feedback to improve our return detection system and make our stations more user-friendly. We want all our customers to have a smooth charging experience without surprises.
We're glad our Customer Service team was responsive, but we're still working on making the entire Joos experience better. Your feedback is helping us charge forward with improvements! 🔋
Best powerbank
For just €2, i was able to rent this power bank for an hour and it filled my battery to 100. One of the best investments i’ve ever made, very easy to use.
6 mars 2025
Avis spontané
Réponse de joospower.com
Thanks for the fantastic feedback about your Joos experience! We're buzzing to hear the power bank got you back to 100% so quickly and efficiently.🔋
We're all about keeping charging simple, affordable and hassle-free, so it's brilliant to know we've hit the mark for you. That €2 investment keeping you connected is exactly what we're aiming for!
Your support helps us keep expanding to new locations and powering more people on the move. If you spot any ways we could improve your Joos experience in the future, we'd love to hear them!
This is a good service and not too…
This is a good service and not too expensive either.
28 février 2025
Avis spontané
Réponse de joospower.com
Dear John,
Thanks for the positive feedback about Joos! We're thrilled to hear you've had a good experience with our power bank rental service.
We work hard to keep our prices affordable while making sure you can stay charged on the go. It's great to know we're hitting the mark for you!
Your support helps us keep energising more locations. If you ever have suggestions on how we can make your charging experience even better, we'd love to hear them. ⚡
Scam, avoid these dodgy machines!
Borrowed one of their power banks when we had to take my son to A&E at hospital. Must have only had it for just over an hour (didn’t even fully charge my phone). When it came to returning it, the power bank popped slightly back out but was locked (tried pushing/tugging it to no avail). There were multiple others stuck in the same position so assumed it would be alright. Two days later and I’ve just been charged £36! Challenged them but they say I should have raised it as an issue at the time and only offered £15 refund as gesture of goodwill. Complete scam if the machine keeps spitting the power banks out, they’re effectively charging everyone £36 for a £5 service. Avoid at all costs!
13 mars 2025
Avis spontané
Réponse de joospower.com
Hi Laura,
We're really sorry to hear about this frustrating experience, especially during such a stressful time with your son at A&E. A faulty return slot that traps power banks isn't acceptable – that's on us, not you.
This situation with multiple power banks stuck in the same position clearly indicates a machine issue that should have been flagged and resolved immediately.
Please email us at customers@joospower.com with your rental details and photos if you have them. We need to investigate this properly and get it sorted for you.
Hope your son is doing well. 💙
Saved the day
For context; St. Joseph’s Hospital, Etobicoke, Canada.
I used it for 55 minutes; charged my iPhone up to like 35% (from 5%). - so not lightening charging as they indicated - so 4 star.
Very easy to obtain and return.
Another minor issue; initial charge of $50.0 immediately retained, when I returned the item, it showed my actual charge of $4.52 on their screen but that didn’t reflect on my credit (only the $50 was pending). I read the reviews and started to worry, but after 24 business hours, the actual charged/posted was only the $4.52.
7 mars 2025
Avis spontané
Réponse de joospower.com
Hi Doris,
Thanks for the detailed feedback! Really appreciate you taking the time to share your experience at St. Joseph's Hospital.
You're absolutely right about the charging speed – we'll take that on board as we continue improving our service. Glad the rental and return process was smooth though!
We know that initial hold can be worrying (especially after reading some reviews!), but you're spot on – it does process correctly within 24 hours. Thanks for sticking with us and for the honest 4-star review.
Hope everything went well at the hospital! 💙⚡
Amazing customer support.
Amazing customer support.
Very helpful and fast answers
28 février 2025
Avis spontané
Réponse de joospower.com
Thank you for sharing this wonderful feedback! 🙏
We're thrilled to hear you had such a positive experience with our customer support team. Speed and helpfulness are exactly what we aim for, and it's so rewarding to know we hit the mark for you. Your kind words will be passed along to the team - they'll be delighted to know their efforts made a difference! 😊
We're always here if you need anything else!
Joos took £36 from my bank for less…
Joos took £36 from my bank for less than 2 hours hire and still haven’t returned my balance.
Thanks Joos
Here’s what they said after the hire.
Team
Kindly note that for contactless rentals you are charged a holding deposit of £36. Upon returning the power bank, the rental fee is deducted from the £36 and the remaining is released back to you, within 2-7 working days depending on the processing policy of your bank.
24 février 2025
Avis spontané
Réponse de joospower.com
I understand your frustration with the payment situation, and I'm truly sorry for the confusion you've experienced. It sounds like the holding deposit process wasn't clearly communicated upfront, which can be quite disappointing.
While our system does require a temporary £36 holding deposit for contactless rentals, with the actual rental fee being deducted before returning the remainder, I recognise this wait of 2-7 days for the refund can be inconvenient. Bank processing times are unfortunately beyond our control, but I understand it can feel like your money is being held unnecessarily.
Please get in touch with us at customers@joospower.com with your order details so we can look into this specific case for you and check the status of your refund.
Thank you for bringing this to our attention - your feedback helps us improve our service and communication around our payment processes.
Réponse de joospower.com
Thank you for your positive feedback! 🙏
We're delighted that you found our charger helpful and faster than expected. It's wonderful to hear that the design impressed you as well! We put a lot of thought into creating something that would solve a real need in today's world where phones have become essential tools in our daily lives.
Your kind words mean a lot to us. 😊 We appreciate you taking the time to share your thoughts!
Power bank didn't eject from vending…
Power bank didn't eject from vending machine and its been a nightmare trying to get a refund. Ended up giving up and issuing a chargeback with my bank
2 février 2025
Avis spontané
Réponse de joospower.com
Hi Tom,
We're truly sorry your power bank didn't eject and that resolving it became such a hassle. Technical issues can happen, but our response to them clearly failed you, forcing you to resort to a chargeback with your bank.
This isn't acceptable service. If you're willing to share details at customers@joospower.com, we'd like to investigate what went wrong both with the machine and our customer service response.
Thank you for bringing this to our attention so we can prevent others from experiencing similar frustrations.
Poor customer service
I accidentally activated my Joos app whilst in my house whilst trying to remove my registered card. Thiery still ch at bed me £4.16 for not using the service. There was no appreciation or support for this accident and I had to pay the fee for no usage.
1 février 2025
Avis spontané
Réponse de joospower.com
We're truly sorry you were charged £4.16 without receiving any service. We understand how frustrating unexpected charges can be, especially when you were simply trying to manage your payment information.
We'd like to look into what happened in your specific case, as our system requires QR code scanning for all rentals, which is impossible to complete from home. There must be another explanation for this charge on your account.
Please contact us at customers@joospower.com with your account details so we can investigate this situation and address the charge appropriately.
Thank you for bringing this to our attention - we appreciate your patience as we work to resolve this matter.
Réponse de joospower.com
Hi Amber,
Thank you for your feedback! 😊 We're delighted to hear that you found our power bank service very helpful.
Very convenient at the time of need. Used it first time. Chat was very helpful until I returned the power Bank.
Very convenient at the time of need.
26 décembre 2024
Avis spontané
Réponse de joospower.com
Hi Hashim,
Thank you for sharing your experience! 😊 We're glad our power banks were there when you needed them most, and that you found the service convenient as a first-time user.
It's great to hear that the chat support was helpful throughout your rental process. Your feedback about the support continuing until you successfully returned the power bank is particularly valuable - that's exactly the kind of end-to-end service we aim to provide.
We appreciate you taking the time to let us know what worked well for you!
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