Caernarfon store. If I could put 0 rating on this store, i would!! Shocking staff, especially to us locals. Keeping pokemon cards to themselves and also putting them aside for other businesses to... Voir plus
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Lisez les avis des autres
Bought pack of pens from there, got home, none of them worked! Prob been there a long time and dried out! Couldn’t be bothered to take them back as hardly go to town! Also visited post office, Christ... Voir plus
Absolutely horrific. Ordered a book to click and collect they said it’d take 2-3 days, it was then damage in dispatch so they were gonna refund it as ‘we asked’ we never once asked for a refund! Then... Voir plus
L'entreprise a répondu
First online order since TG Jones replaced WH Smith and I was abit dubious how good they would be. I needn’t of worried though, customer service replied very quick to a email regarding a pricing quer... Voir plus
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À propos de l'entreprise
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1,7
Mauvais
108 avis
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A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de plus d'un mois
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I went to buy a Silvine cheque book…
I went to buy a Silvine cheque book style receipt book and I could not believe how much it had gone up by from buying one 4weeks ago from £2.79 to £6.75 just over 140% increase if they do that on just half of there products in store they won’t be around very long . Good by TG Jones
17 juillet 2026
Avis spontané
Réponse de TGJones
Hi there, We're sorry to hear you're disappointed with the price of the Silvine receipt book.
We understand your concerns, and we appreciate you taking the time to share your feedback. Product prices can change due to a number of factors, including supplier costs and promotional pricing.
Thank you for bringing this to our attention. Thanks, Hannah
A store worth a visit
I have reveiwed my feedback as the support received by Hannah has been outstanding. Everyone is not the same so I will say any issues contact Hannah in customer service. Five star service and Emily the store manager was super helpful. All issues rectified.
14 juillet 2026
Avis spontané
Réponse de TGJones
Hi there, Thank you for updating your review.
We're so pleased Hannah and Emily were able to help and resolve the issues for you. We'll be sure to pass on your kind comments.
Thanks again!
Poor service in Mold branch
Poor service in Mold branch, asked for a newspaper (i could see it under the trolley) all the assistant needed to do was snip the wire holding the bundle together but she piped up no not got one at the moment!!! Replied don't worry I will go elsewhere!!! Mold shop - customer service NIL
11 juillet 2026
Avis spontané
Réponse de TGJones
Hi Jane, We’re sorry to hear about your experience at our Mold store.
We appreciate your feedback and apologise that you were left disappointed with the service you received. Your comments have been shared with the relevant team to review with the store.
Thanks, Hannah
3 times they did my lotto wrong give in…
3 times they did my lotto wrong give in my ticket for a sat with the same no I have done for years i paid took my new ticket and checked and was given someone else numbers next time they put it through should have been for a sat they put it for a wed these have been on separate occasions so have stopped going there.
4 juillet 2026
Avis spontané
Réponse de TGJones
HI, Thanks for taking the time to leave your feedback. We're sorry to hear you've experienced issues with your lottery tickets on more than one occasion and can completely understand why this has been frustrating.
Please be assured that we take feedback like this seriously and are always looking for ways to improve our service and reduce the likelihood of errors occurring.
If you'd like us to look into these incidents further, please email our Customer Service Team at customer.relations@tgj.co.uk with more details, and we'll be happy to investigate. Kind regards Fran
First and Last time using TG Jones
After pre-ordering a limited edition 4K movie from this company it became apparent the day after release that they probably never had any intention of honouring my order. They happily took my money in April for an end of June release, but when I chased they said it had been "discontinued", that's kind of the point of limited edition! I had to chase them again for the refund. Not using them again.
3 juillet 2026
Avis spontané
Réponse de TGJones
Hi Ian, Thank you for your review, We're sorry to learn that your pre-order experience did not meet your expectations. We completely understand how frustrating it is to find out an anticipated item is no longer available, especially after its release.
We apologise for the lack of communication and any disappointment this caused. Your comments have been shared with the relevant team as we work to improve how we handle pre-orders and keep customers informed of any changes.
If there's anything further we can help with, please don't hesitate to contact us at help@web.tgjonesonline.co.uk.
Thanks
Kind regards Fran
T g jones has spolit whsmith stores…
T g jones has spolit whsmith stores which makes the stores look empty, theyve reduced the magazine selection which was previously excellent, if it aint broke dont fix it
2 juillet 2026
Avis spontané
Réponse de TGJones
Hi Elizabeth, Thank you for taking the time to share your feedback.
We're sorry to hear that you are disappointed with the changes in store branding and the magazine range. We understand that many customers valued the traditional WHSmith store format and extensive magazine selection, and we appreciate your comments regarding the transition to TGJones.
Customer feedback is extremely important to us, and we will ensure your comments are shared with the relevant teams for review. Thank you again for sharing your thoughts. Kind regards Fran
Pre order limited edition
I pre ordered a limited edition 4k blu ray in February and it was due to be released on the 29th june. I messaged them on the 30th of june asking for an update, and they said "due to a technical glitch your order has been cancelled" due to it being limited edition I cannot get it anywhere now. They told me to order it again if I really wanted it. Ridiculous. Customer service were real people but they were communicating like robots simple ambiguous answers.
30 juin 2026
Avis spontané
Réponse de TGJones
Hi Callum,
Thank you for taking the time to leave your review.
We're sorry to learn that your pre-order experience did not meet your expectations. We completely understand how frustrating it is to find out an anticipated item is no longer available, especially after its release.
We apologise for the lack of communication and any disappointment this caused. Your comments have been shared with the relevant team as we work to improve how we handle pre-orders and keep customers informed of any changes.
If there's anything further we can help with, please don't hesitate to contact us at help@web.tgjonesonline.co.uk.
Thanks, Hannah
Do not preorder items
I preordered copies of The Descent 4K steelbook on 4/5/26. This supplier charge more than RRP so guessing someone is speculating to make excessive gains. No communication from this supplier so I emailed today (3 days after release date) to chase (sold out everywhere) and got an email promptly cancelling my order as " no longer available". Very poor service which I will never trust again. I suspect the company have entered into an agreement with a third party supplier who has zero moral standards. My order was T1066960151.
1 juillet 2026
Avis spontané
Réponse de TGJones
Hi Andy, Thanks for your review.
We're very sorry to hear about your experience and understand how disappointing this must have been, particularly with a limited-edition pre-order.
We sincerely apologise for the lack of communication regarding your order and appreciate the frustration this caused. Your feedback has been shared with the relevant team for review to help improve how we manage pre-orders and communicate any unexpected issues.
If you require any further assistance, please contact us at help@web.tgjonesonline.co.uk
Thanks, Hannah
Cancelled after release day with no warning
I pre-ordered The Descent 4K Steelbook months in advance, only to discover after the release date that my order had been cancelled.
What makes this particularly disappointing is that TGJones continued accepting pre-orders until the final week before release, despite the title having been sold out at most other retailers for some time. At no point was I contacted to explain there was an issue with my order.
I only found out because I emailed to ask why my order hadn't been dispatched. I was then told that the item had been "discontinued by the publishers" and that my order had been cancelled. Whether this was due to a publisher cancellation or a lack of stock allocation, customers should have been informed proactively rather than being left to chase an answer after release day.
Because I wasn't notified in time, I lost the opportunity to purchase the steelbook elsewhere while it was still available.
This was a very disappointing experience and poor customer service. I hope TGJones reviews how it communicates with customers when pre-orders cannot be fulfilled.
1 juillet 2026
Avis spontané
Réponse de TGJones
Hi there, Thank you for your review.
We’re really sorry for the experience you had with your order.
We understand how disappointing it is to miss out on an item you ordered in advance, especially without being notified in time. This isn’t the standard of service we aim for.
Your feedback has been passed on to the relevant team to help improve how we handle pre-orders going forward.
For any further issues, please contact us at help@web.tgjonesonline.co.uk.
Kind regards, Hannah
National Lottery Winning payments in cash
I went into TGJones in Ely, to collect winnings on a National Lottery scatchcard. Only to be told that they will not pay (£4) in cash, but need to put onto a card.
Does the National Lottery know and agree to this?
The young girl (not her decision or fault) stated that it was TGJones policy.
Why?
27 juin 2026
Avis spontané
Réponse de TGJones
Hi Belinda, Thank you for your feedback. We apologise for any inconvenience caused when visiting the Ely Store,
Some of our stores operate a cashless policy, meaning National Lottery winnings are paid to a card rather than in cash. This is a company policy and not a decision made by individual store colleagues.
We appreciate that this may differ from expectations and thank you for bringing this to our attention. As an authorised National Lottery retailer, certain payment handling procedures, including the method of payout, may vary depending on store policy and operational requirements.
If you have any further queries, please email customer.relations@tgj.co.uk Kind regards Fran
Visiting a TG JOnes store in Warwick
Visiting a TG JOnes store in Warwick. I was discussed with the customer service i did not receive, the assistant was incredibly rude and stood over me with arms folded as soon as walked in her attitude was hostile, the manager of
the shop heard me tell my son how rude the assistant was, and she continued to shout me down
they told me i could not purchase what i went in for and when i said I would make a complaint they both clapped me out of the store If I were to treat my customers like this I would be dismissed. I would appreciate your comments on this issue
Thank you
25 juin 2026
Avis spontané
Réponse de TGJones
Hi there, Thank you for your feedback. We are very sorry to hear about your experience in our Warwick store and that you felt the service you received was unacceptable.
We can confirm that we have received your email regarding this matter and would like to reassure you that your concerns are being taken seriously. The details you have provided will be reviewed and investigated with the relevant management team.
Thank you for bringing this to our attention. Kind regards, Hannah
Kingston upon Thames shop rude staff…
Kingston upon Thames shop rude staff when explained that the prices at display and at till are not the same .
Obviously after investigating they found that they were wrong but the way they handle it is as if you owe them something by buying in their shop
24 juin 2026
Avis spontané
Réponse de TGJones
Hi there, Thank you for your feedback.
We’re sorry to hear about your experience in our Kingston upon Thames store. This is not the level of service we expect from our team, and your comments have been passed on to store management to review.
We appreciate you bringing this to our attention. Kind regards, Hannah
Very rude to me and my wife will not…
Very rude to me and my wife will not using it again this person needs to go to custom service school to be trained on how to be polite to customer
20 juin 2026
Avis spontané
Réponse de TGJones
Hi, Thank you for review, I am sorry t hear this has happened, If you can kindly contact the customer service team on the following email address : customer.relations@tgj.co.uk they will be able to look further into this with the store . Kind regards Fran
Can't get refund despite not receiving product
I pre-ordered a steelbook. They took the payment. They then told me they didn't have enough in stock to send me the product and can't get any more in. They haven't issued me a refund and when I enquire they just tell me that they didn't take the payment even though I have sent proof that they have. Poor excuse for a business with no clue when it comes to customer service.
18 juin 2026
Avis spontané
Réponse de TGJones
Hi Ed, Thank you for your review. We’re very sorry to hear about your experience and understand how upsetting it is when an order has not been delivered. This isn’t the level of service we aim to provide.
If you’re experiencing any current issues with an online order, please email our Online Customer Service team at help@web.tgjonesonline.co.uk, and the team will be happy to assist. Kind regards Fran
It's a shame that we have a Labour…
It's a shame that we have a Labour chancellor who's killing the High Street. I often visit the central York shop, but its prices simply don't compare with what I can buy online. The shop looks dilapidated. Its days are numbered. A great pity.
16 juin 2026
Avis spontané
Réponse de TGJones
Hi Sean, Thank you for your feedback. We’re sorry to hear about your recent experience in our York store and appreciate you sharing your comments.
We understand concerns around pricing and store appearance, and your feedback has been noted and will be shared with the relevant teams as we continue working to improve our stores and overall customer experience. Kind regards Fran
I made an order online part shipped preorderes cancelled
I made an order online for £30+ got free shipping for 2 books already released and 3 preorders they have shipped the already released books but cancel 1 of my preordered books that comes out this week and have tried to cancel my other 2 preorders and to get them agin I would I have to pay for shipping or do click and collect and I am rather ticked off , this new ownership is terrible used to be so much better . I am only young and a student do better seriously.
I have emailed there team and upon this they have cancelled all my preordered books but there is still a pending charge on my card for the full amount as a student this is completely ridiculous and unacceptable I hope no one else experiences this issue do better I hope you go out of business as a long time loyal customer.
15 juin 2026
Avis spontané
Réponse de TGJones
Hi Chloe, Thank you for your review. We’re really sorry to hear about your recent experience we understand how frustrating this must have been, especially when it comes to preorders and unexpected changes.
Order amendments can sometimes occur due to stock availability or supplier updates, but we appreciate this has caused inconvenience, particularly regarding delivery options and additional costs. If you’re experiencing any current issues with an online order, please email our Online Customer Service team at help@web.tgjonesonline.co.uk and the team will be happy to assist.
We apologise for the frustration and disappointment caused. Kind regards Fran
WARNING
WARNING: Selling damaged/second-hand items as brand new and ignoring customersI purchased a Pokémon Elite Trainer Box from the TG Jones store in Whiteley. Upon arriving home, I discovered the factory seal was slit in two places. This means the product is legally classified as open/second-hand and its integrity is compromised. When I contacted their customer relations team, they initially offered a refund, but as soon as I requested a pristine replacement or voucher compensation (as this stock is expired and I want to keep the box), they completely ignored my emails. Terrible customer service and deceptive trading practices. Avoid this store if you are a collector!
14 juin 2026
Avis spontané
Réponse de TGJones
Hi Kris, Thank you for your review. We’re very sorry to hear about your experience and the condition of the item you received at the Whiteley Store, as this is not the standard we aim to provide.
We would also like to reassure you that all of our stock is supplied directly from approved suppliers, and we do not sell second-hand items. If you did contact our Customer Relations team as advised, they would not have been able to offer a replacement in this instance as the item is sold out and no further stock is expected. We apologise for any disappointment caused from this. Kind regards Fran
Excellent Customer Relations!
Fran was very helpful when I lost a gift card and arranged for me to have a replacement and cancelled the missing one.
9 juin 2026
Avis spontané
Réponse de TGJones
Hi Henry, Thank you very much for your lovely review. We're pleased Fran was able to help with your gift card issue and arrange a replacement. We'll be sure to pass your comments on to her. Thanks, Hannah
Atrocious magazine service
Since WH Smiths was taking over their magazine service has become atrocious.
For example the Oldie magazine for June was due on the shelf last Thursday, but has still not appeared. Also Haunted magazine issue 50 was supposed to be released on 2nd June, but is not there.
The last issue of Fortean times was due on 14th May. There was a special display of this magazine but it was still the previous issue. I will give them the benefit of the doubt that this was not deliberate, hoping that people will not realise.
4 juin 2026
Avis spontané
Réponse de TGJones
Hi Adrian, Thank you for your feedback We’re sorry to hear about the delays you’ve experienced with the Magazines you are wanting to purchase.
We understand how frustrating it is when expected magazines aren’t available. From what we can see, this appears to be due to publisher delays rather than our stores not stocking the next issues. However, we’re working with suppliers to improve availability.
We also want to reassure you that there is no intention to mislead with displays, If you’d like us to look into this further, please contact our Customer Service Team at customer.relations@tgj.co.uk Kind regards Fran
Well what an experience
Wish I had read reviews and never came in that day. It’s clearly not just me she had an issue with vile lady.
Well what an experience, went in and asked for some help, and I’ve never met such a rude manageress!! no people skills what so ever totally rude. The attitude on the lady was horrendous!! and really foul mouthed!! And it’s really shaken me up how I’ve been spoken to. Tg jones should look in to there staff and provide them with basic people skills. I won’t be returning to the Worcester store
26 mai 2026
Avis spontané
Réponse de TGJones
Hi Christie, Thank you for your review. We’re sorry to hear about your experience at our Worcester Store and understand your frustration and upset caused from this, This is certainly not the level of service we aim to provide. We would like the opportunity to look into this further with the store involved, please send us an email to customer.relations@tgj.co.uk with more details
Thank you for bringing this to our attention. Kind regards Fran
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