TGJones Avis 

Placed a click and collect order online a week ago. Received initial order confirmation and expected to be able to pick up from my local high street store in a couple of days (as promised).
No further Comms from tg jones. A week after the order I called into the store and the order was there. So picked it up. No further emails to say it had been collected.
I had expected to wrap and gift this last weekend when visiting the intended recipient, but missed that chance. So poor customer service all round.
Won't be using you again.

Not even 1 the staff are bone idle no help always late always buy mags on Monday ther e put out she said can sell until Tommrow. Its a joke once left waiting out side 50 mins so late so even though names changes nothink else has you will need a Mir with this shop

DO NOT ORDER ANYTHING ONLINE!

Used to really like WH Smith. It might as well have closed as TG Jones it TERRIBLE!

Ordered online. It states online that returns can be made in-store. Took my order along with the delivery note/receipt to a store. BUT the also needed an email to show the price! I didn't have that .... They had the order number, delivery note (which had no prices on it!! and a scannable item yet they couldn't look up the order, price OR ring head office as apparently they have no head office now ... It's all done by email!

I could return the item by post - AT MY EXPENSE!! Err no thank you,why would I do that when I can take it back to store like your website states?

Couldn't get a refund from the store.

DISGUSTING service!

Even the member of staff agreed when I said it was a 'Sxxxpot' firm. She said it's all gone down hill since TG Jones took over and she can't wait to leave!

Bought 3 boxes of Christmas cards, went home and addressed some of the included envelopes, went to seal written cards in them - no glue/ dried but out of date glue on the envelopes. Went back to shop (Uxbridge). Wouldn't refund me as had written addresses on some envelopes. All sorts of resistance e.g. ''no one licks envelopes since Covid'. Gave me a used tube of Prittstick. Can't recommend buying cards from TGJones - obviously old stock

I went into Uttoxeter store to buy some gift cards I was very impressed by the members of staff who asked me if they were for me and no-one else had asked me to get them seeing all the scams about I thought this was excellent customer service never been asked anywhere else about this .

Very poor attitude in Wickford branch. Zero customer service. Not interested in helping at all. “Computer says no” mentality. Avoid!

It seems the rude staffing problems in the Aylesbury store haven't changed much since TG Jones took over WH Smiths. A grey haired female member of staff was so rude to my wife. Bah humbug!

I made a purchase in the Tunbridge Wells store yesterday. The presentation of the goods is poor, the checkout was unattended and when a member of staff arrived ( wasn’t sure they were staff due to looking like a vagrant ) they were rude. I won’t be going back and can’t see the store lasting.

Went to their post office counter and they could not accept an Amazon parcel because they have no signal and no WiFi. What kind of business goes down because of simple issues like this? Pathetic management and the staff just didn’t care because it was less work for them.

Justin Richmond store, it is filthy. The queue is a mile long… why did we get rid of our Post Office disgusting?

Haywards Heath branch. Went in to collect a £40 plus lucky dip national lottery prize. The assistant put the ticket through the machine, printed off the lucky dips and then said they could only give me the £40 by putting it on my card. When I said I'd like the payment in cash I was told they didn't have enough money in the till to pay prize. A senior colleague was called who confirmed this and told me they were not legally obliged to pay cash. When I insisted on cash they said they would have to get cash out of the safe. I would have to come back later.I returned half an hour later and was given the £40 cash. Conclusion: either poorly managed store if allow cash float to run down to a level can't pay a £40 lottery prize in cash from till or, more worryingly for the staff and investors, the company is short of cash. Poor customer experience delivered by overworked staff poorly supported by company's management.

Absolutely disgraceful price for a carrier bag, 50p. When I protested I was told you could use it again. When a fee of 5p was added by the government to encourage reusing bags, I'm sure the greed of certain retailers wasn't taken into account. Because of this cost I will never go into one of these stores again.

Maidenhead Branch. Awful store,lazy, obnoxious and rude staff. No help for a book that came out yesterdsy and was advertised in window. Was told prob in order that arrived yesterday , prob too lazy to unpack as was playing on phone all the time. The till operator helpfully said it may be upstairs bit no offers to get it. Avoid

Shrewsbury. The book I ordered was released 21st Oct 26 and is available. I ordered online and waited for email to collect book on 21st. no email to collect on release date as expected. A poor show will use Waterstones next time.

Ordered 3 books, received email confirmation of order on the Sunday. Then confirmation on Tuesday that the order is ready for collection at Harrow store. On the Friday, I go to the store. Assistant cannot locate my order. An hour later, a more senior employee turns up and tells me what the process actually involves (different from WHSmith process). Their Click & Collect process is flawed and frankly ridiculous: Apparently, TGJ order system sends a message to customers once the items have been despatched, not when they have arrived in store. Items are not sent first class so there is also no likelihood they will even arrive soon after that message goes out. Already this week, 3 other customers arrived in store to collect their orders- which had not yet reached Harrow.
While waiting to see a manager I sent an email to online Custoner service, got reply over 60 mins later. Not very helpful - the agent said he couldn’t reach anyone by phone in the store and that
“Collection Confirmation email is automatically sent once an order has been delivered to a store””” - not correct. I’ve informed the agent that that email is sent once item DESPATCHED from warehouse.
Also, On the website “contact us details” they mention phone or email - there is no phone number annywhere. And the store phone goes unanswered.
Also, I have seen where Harrow store keep the items once received, it is the drawer of a filing cabinet; books etc sit there without any packaging or protection. And all jumbled up with other papers and pens, it’s shocking and I will be rejecting any of the 3 books I ordered if they are in any way torn or damaged. If, as other reviewers say, a refund is not given, I’ll be claiming a chargeback on cc.
I used to order fairly often from WHS, I’ll stay well clear of this one. ( It’s interesting to know the owner Modella Capital also owns Hobbycraft, whose online system works well, why can’t they use the same one?! )

Pre-ordered and paid for a signed copy of the diary of a wimpy kid months ago and got a refund with no explanation for not fulfilling the order. So poor, I now have to let my little one know he waited so long for nothing because the book store is a joke! Don't pre-order from this store.

Ordered a signed only of the new Charlie Mackesy book, done and paid for in June, ordered cancelled nearly 4 months later because TG Jones can’t fulfil.

How much money must TG Jones be making in interest from holding customers money in their accounts for months and then cancelling orders and not compensating customers. Surely that must be illegal, it was when energy companies did the same with customers money in their accounts !!!

I took the time to apply for a job working here, and did not receive any acknowledgement whatsoever from them. It's frustrating when they want us to send CV and references etc, but they can't be bothered to tell us where they are up to with the process and we have got to go to see the job coach at the job centre not knowing where we are up to. If their internal processes are so bad that they can't communicate with candidates, maybe it's a relief that I didn't end up working there.

TGJones refused to refund a £1.99 delivery fee after I cancelled before delivery — violating the Consumer Contracts Regulations 2013 (Regulations 29 & 34).
If this happens to you, cite those regulations in writing and report them to Trading Standards. If they still refuse, raise a chargeback — your bank will refund you in full.

Absolute scam. Ordered a book showing as in stock and paid extra for next day delivery. It's been 16 days and still no book. Refund requested, not holding my breath though!