The Journal Shop Reviews 

Wonderful customer service

Fantastic customer service for the very one time one of the pens didn't perform as expected. I am a regular costumer and I could not be happier!

I made a purchase on the website and although I am located in the United States, the turnaround time for the item being shipped was great. Also, when I asked a question via their email customer service, they responded within 24 hours and provided all the information I needed.

Good range of items and some unusual brands. Service from them has been very good, on time and well packed.
However, be prepared for constant marketing emails from them. Far too many that made me unsubscribe after one week.

Great products, really quick delivery and I am very impressed with the quality. I would buy from them again

Beautiful products and the service is always excellent. One of my favourite places to shop.

Very helpful and lovely customer service & quick delivery! I will be shopping from them again for sure. Thanks!

I had an issue about shipping, which was actually due to my misunderstanding, but Rebecca at customer services resolved it with me most helpfully. It's refreshing to have a person on the other end, rather than an automated response. Rebecca was great and the company's products are lovely!

Excellent customer service when the delivery company messed up. They were very helpful, immediately refunded the shipping cost without even being asked, then went out of their way to follow up with the delivery company. Very happy with The Journal Shop.

I had a few issues with my order but the customer service team, particularly Lana, was absolutely excellent at helping ever step of the way! Extremely fast communication too. Thank you.

I had a great experience! I put in the wrong shipping address by accident and didn’t think they’d be able to change it. A lovely lady, Chantelle, fixed it for me and refunded my shipping (because I put in an address abroad) the morning I emailed. She was very helpful! Everything arrived on time and in perfect condition

Love the Journal Shop. I have been a repeat customer for a long time. Never had one issue with their service, always prompt delivery and a vast range of stationary! Highly recommend!

Recently ordered from the store for the third time and as before the items arrived promptly and well packaged. No issues whatsoever. I have not used the customer service as there was no need for that. Just wanted to add my two cents in case you are considering to order from JS and are concerned about the negative reviews. I would definitely order again.

I had a small issue with one of the Kokuyo items in my order and I flagged it a few days after delivery. Heard back within the day and The Journal Shop sorted it out straight away. The girl who helped me was polite and genuinely apologetic, which made all the difference. I was refunded promptly and told I could keep the item too, which was a really nice gesture. Lovely store and friendly customer service.

I would give 0 stars if I could. I made an order that recently shown it had been delivered, though from the photo shown in the tracking it clearly hadn't as the person collecting it was not me and doorway completely different from my home. It did, however, have a similar door colour to mine which I explained to the Journal Shop on why maybe the delivery man may have got confused. I then got a message from someone named ''Chantelle'' who took a photo of my house building and sent it to me in their email reply and zoomed in on my door saying that it matched and essentially saying I lied. Not only was it shocking that the company went to such efforts to look up where I live and and send me evidence of them overstepping professional boundaries with my personal information abilities online, I was treated with such hostility and contempt when I am not even at fault.

I am now at a loss for quite a large sum of money and honestly, something about the way they conduct their responses and handle their business seems very unprofessional and inappropriate- definitely not in line with expected business standards. Several other customers have seemed to have similar experiences on TrustPilot and I should have checked there first. If you do order with them, please beware that they will look up your address, send you a creepy photo of your house and door and basically reference your personal details in a way that is really inappropriate and can be quite alarming and distressing. Luckily I have a friend in the legal profession to help me out so I can handle it, but I do feel for others who do not have the experience- they are clearly confrontational and overly aggressive in counteracting their customers who have any complaint in a very unprofessional way ( crossing professional boundaries/inappropriate and unsettling messages/pictures to you to make you back down on your claim). Was honestly really uncomfortable by the whole situation. They also seem to filter any negative reviews you may post on social media e.g Instagram so they seem like a trusted source, buyer beware.

I also see a lot of very obvious positive fake reviews here btw, so please don't fall for this everyone.

I can’t understand the bad reviews. Especially about the customer service. I had to cancel my order spontaneously and wrote an email to the shop. Not one day later I got a kind and helpful reply. The cancellation was no problem and I will surely come back in the future!

I had a splendid experience shopping and ordering at The Journal Shop. Extensive selection of appealing, useful goods and extremely helpful customer service. Will order again in 2026.

The tracking code I was given didn't work for quite a few days, I was under the impression that delivery would be much quicker than it was, so I - admittedly with haste - gave them a poor review on here. However since then my order arrived, well packaged (in a card envelope which contained a Jiffy bag) and I great condition. Just marked down a star because there could have been better tracking information and clarity on how long I could expect to wait for my package.

Been shopping here for years and honestly, I can’t fault them. The range is huge – loads of Japanese stationery and plenty of other gems you don’t usually find elsewhere. I’ve discovered so many favourites through them. Customer service is always spot on too – friendly, quick to respond and genuinely helpful whenever I’ve needed anything (I’m surprised reading some of these reviews!). I’ve recently had an order arrive within 48 hours! Delivery was smooth and it’s just been a consistently great experience over the years. Thank you guys, I’ll be back for my next stationery fix soon!

I love the selection of products that they have, and I have ordered from them multiple times with no issues, but the customer service could be improved. There was a hiccup this year with the Hobonichi orders, and I do think that they oversold and perhaps were not prepared for the volume of orders. Somehow I was sent a parcel which I had already cancelled and received a full refund for. Although I did initially struggle to get in contact with a real human, Chantelle was wonderful and sorted my issue very swiftly. Honestly, my one true criticism is the AI chatbot, and I feel like the company could benefit immensely from hiring more customer service personnel. Since then I have ordered from them again with no further issues.