Jack Wills Reviews

Name: Jack Wills
Rating: 1.56

1.6 Rating 181 Reviews

12 %

of reviewers recommend Jack Wills

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Metrics

1.6

Based on 181 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 47%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Jack Wills 1 star review on 26th May 2025

Rob Player

Jack Wills 1 star review on 9th November 2023

Tia Carter

Jack Wills 1 star review on 9th January 2023

Extremely Extremely Disappointed

Jack Wills 1 star review on 7th January 2023

Very Very Disappointed

Jack Wills 1 star review on 6th November 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Faulty item - Very poor quality stitching, took over 20mins to be told that I need to return item and pay for postage myself. The customer service rep was clearly serving many other customers simultaneously for them to take so long. Avoid this company.”

Helpful Report

Posted 2 years ago

“One of the worst companies what we have ever deal with.The return has take over 3 weeks and after that they have declined it as the proof of postage (what they have provide) was to Och Pooly and not them…Rubish company in way of online shopping.There is no telephone number as well so the only way is to send emails, avoid Anna extremely unhelpful, when requested telephone number to Manager she closed my ticket!… Not Recommend”

Helpful Report

Posted 2 years ago

“TERRIBLE ON LINE SERVICE... MY T SHIRT I ORDERED WAS FOR XL., ON THEIR CHART 46-48 CHEST., I AM A 44 INCH., BUT I ALWAYS GO ONE BIGGER... THIS T SHIRT WAS TOO SMALL., NIGHTMARE OF A TIME RETURNING IT., THERE ARE NO FREE RETURNS AND EXPECT YOU TOO PAY £4.99. TO RETURN., UNLESS YOU CHOOSE OTHERWISE., I ALSO TOLD THEM THE REASON FOR THE RETURN., TOO SMALL DID NOT FIT., I HAVE JUST GOT AN EMAIL FROM THEM., SAYING WE WILL NOT CHARGE YOU FOR CANCELLATION OF ORDER., i WOULD ADVISE ALL PEOPLE NOT TO SHOP JACK WILLS ONLINE. YOUR ASKING FOR TROUBLE... NO PEOPLE TO TALK TO & NO TEL.NO. SHOCKING.”

Helpful Report

Posted 2 years ago

“You can't get a return for items bought online as when you try you get kicked out to a sports direct site that doesn't recognise your order number, live chat is really a lot of automated dead ends that will lead inevitably to a link to a page that doesn't exist. In the end you will chalk it up to lost money and a lesson on not shopping with Jack Willis (aka Sports Direct). Also the reason for returning the items is they are very poor quality - more like Primark but more expensive.”

Helpful Report

Posted 2 years ago

“With regards to online shopping and returns, this company has the worst customer service I have ever experienced. Not only are the customer service team rude, but they have no interest in trying to resolve any form of query or of listening to the customers opinion. I would award minus stars if I could. Dreadful.”

Helpful Report

Posted 2 years ago

“They said free gift worth 50 if you spend 100 or more. Spent 100 and more , no free gift of course. I checked this so called 50 pounds worth free gift, it was actually selling for 12.99 , so they are blatantly misleading and mis-advertising, and charging for returns is unacceptable having charged 4.99 for delivery and then 3.99 return, horrendous. I will raise a dispute with my card company as this should have been made clearer. I would say use Original Penguin or Hollister instead.”

Helpful Report

Posted 3 years ago

“Two of my items was received damaged, Jack Wills refusing to pay for the return label and stated will reimburse the refund once they received the items. This surely is unfair and a breech of Consumer Rights Act 2015 but my emails are just going back and forth with no resolution. Their Customer Services department are definitely very unhelpful.”

Jack Wills 1 star review on 26th May 2022

Helpful Report

Posted 3 years ago

“Stay away from this clothing company , worst customer service ever”

Helpful Report

Posted 3 years ago

“Would prefer to put minus stars but please don’t buy anything online from Jack Wills. They put a disclaimer which basically means they can send you anything- probably stuff they can’t sell. Customer service is useless just keep sending the same repeat email. Poor quality now too. Avoid avoid avoid.”

Helpful Report

Posted 3 years ago

“Appalling customer service. Return parcel lost and they are blaming Evri. Evri say it was handed over to JW and left the Evri network. Jack Wills refusing to issue refund. Customer service rude and unhelpful.”

Helpful Report

Posted 3 years ago

“I found out that their official returns website is directing returns to Unit A, and when I contacted support they instructed me it should be Unit B. Please contact Jack Wills about this if they are not processing your refund as it is their mistake and they are the ones responsible for resolving this!”

Helpful Report

Posted 3 years ago

“Nice products but absolutely awful customer service! I am chasing a refund 6 months after a purchase because of a technical issue with their returns form! I have sent numerous emails and are no longer getting responses even though I have asked to raise a formal complaint. Does anyone know the contact details of the head of customer service?”

Helpful Report

Posted 3 years ago

“Wish I'd read these reviews before shopping with Jack Wills! I ordered some christmas gifts and got a couple of items in different colour options to see what was preferred. Returned the unwanted items paying for the pleasure to do so. Then 3 months later I receive my returned items sent back to me! Rejected as they weren't received within the returns policy window. I have tracking evidence they were returned with more than 2 weeks to get to them yet they won't issue my refund. Appalling customer service, absolutely will not be shopping with them again and no one else should!!”

Helpful Report

Posted 3 years ago

“0 stars!!!! Awful quality of clothing not to be expected from such an expensive well known clothing company. I Washed a jacket once after carefully following the washing instructions on the label as was my favourite and is completely ruined! I was not alowed a refund which goes again all consumer rights! Will never buy from this company again!!”

Jack Wills 1 star review on 27th March 2022

Helpful Report

Posted 3 years ago

“Awful quality and customer service, first time wearing a new pair of their joggers and already have a hole in them. They are refusing to send me a refund/replacement because I have no access to a parcelshop only Royal Mail, they also expect me to pay for a return! disgusting customer service will be not be shopping with Jack Wills ever again! Total waste of money.”

Helpful Report

Posted 3 years ago

“Been shopping in the store for a long time never had a complaint untill today two young girls very rude service tried to take a faulty item back afte spending so much money in there and my two sons never again”

Helpful Report

Posted 3 years ago

“Tried to send items back, paid for Hermes via the JW website. Hermes say it’s returned. JW say it’s not. I’m now £80 out of pocket. Jack Wills customer service is appalling, their tone is rude, they aren’t at all helpful and are completely ignorant - this brand will go bankrupt if you don’t find some better customer service staff. The worst experience ever from someone called Josh. I will never buy a Jack Wills item again!!!!!!!”

Helpful Report

Posted 3 years ago

“Absolutely dreadful customer services, I just can’t recommend enough that you avoid this company incase you encounter any issues. You’ll really struggle to get anyone to listen to you, let alone resolve any issues. I’ve been waiting over 2 weeks to get a problem resolved with no progress and I can’t be the only one because any emails I send are bounced back because the inbox is full!”

Helpful Report

Posted 3 years ago

“Never again!!! Jack Wills was a fantastic brand, not any more, the quality of the clothes is terrible and the customer service people are shocking, I think the key is in the name customer service!!! which they have lack of, find another job that suits you better!!! I have now been waiting over 3 weeks for my refund to be processed, still nothing!!! I have contacted them 6times, still no refund! disgusting!!!!!!”

Helpful Report

Posted 3 years ago

“This company is a joke ,will bankrupt in the next 5 years from now. I only bought one time and will be the last time. The worst experience buying or returning online. I will feel embarrassed to work for a company like this. There is 0 customer support and it’s there just as a web design. Who ever is in charge of the management “-Please go home and do something else” shouldn’t manage more then the toilets in the restroom . Avoid this company is a circus!”

Helpful Report

Posted 3 years ago

Jack Wills is rated 1.6 based on 181 reviews