Jack Wills Reviews

Name: Jack Wills
Rating: 1.57

1.6 Rating 166 Reviews

12 %

of reviewers recommend Jack Wills

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Metrics

1.6

Based on 166 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 41%
Accurate And Undamaged Orders	Greater than 85%
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 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

Jack Wills 1 star review on 26th May 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

“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 2 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 2 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 2 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 2 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 2 years ago

“Dreadful customer service.”

Helpful Report

Posted 2 years ago

“I paid over £150.00 for 4 items. Had to pay £9.99 to return them. Just like others below this company needs to change their return policy and not charge their customers. I will never shop with you'JACK WILLS' again! Your company is a disgrace!”

Helpful Report

Posted 2 years ago

“I wish I read these reviews first they are right. Absolute joke. Paid £3.99 to return the item as it didn’t suit. Could not print off the label in the store I was told to go to, so wasted a journey, time and effort as the label that came with the item would not scan. You cannot speak to a person just robots regarding any issues so you get a generic response that does not make sense. I am now stuck with an item I do not want and I cannot even return it to the store. On top of that it seems I cannot even get the extra £3.99 I paid back and I’m expected to now pay more to the post office to return it. After this experience I would never shop here again it is a joke and Leaves you frustrated. Overpriced and not worth it.”

Helpful Report

Posted 2 years ago

“Not fair we have to pay for delivery and we have to pay for returns, you should write it in big writing so we are aware of this, Jack Wills should encourage us to buy NOT push regular customers away by over charging on delivery not fair at all you’ve closed tooooooo many stores we order stuff on line JACK WILLS LOOK AT YOUR STAR RATING from your customers”

Helpful Report

Posted 2 years ago

“Used to love Jack Wills but haven't shopped there in quite some time. Sad to see what has happened to them now. £4.99 for delivery and then £3.99 to send it back!! Can't return to the local store either now. Can't see them lasting much longer.”

Helpful Report

Posted 2 years ago

“Ordered products if buy one get one free and guess what I didn’t receive the free items. Emailed them to ask if they can send out separately but was told this could not be done. Customer service emails were very blunt and came across as they don’t give a damn as we already have your money. Wouldn’t bother buying from these again I’d rather use a company with excellent customer service and that cares for the customer.”

Helpful Report

Posted 2 years ago

“Freebies Took the opportunity to take advantage of the Jack Wills offer of a free back pack when you spend over £100. What a farce that offer was. Spent over £100 had to wait for my order as part of it was missing. When they did finally decide to send my order they informed me that the back pack was no longer in stock. Contacted customer services to ask if they would send me the back pack once it’s back in stock, they told me that this wasn’t possible as it was only available when I placed the order. I have noticed on the website now that this back pack offer has returned. This is a very clever offer encouraging people to spend over £100 and then informing them that the “free back pack” is out of stock. BEWARE of this offer, should realise these things are too good to be true!!!!”

Helpful Report

Posted 2 years ago

“Ordered 3 deodorants spray sets on there website on buy one get one free. When arrived there was no free ones. Contacted live chat, not interested cut me off three times before I could finish. This company is owned by Sports Direct. DO NOT BUY FROM THEM, you will be disappointed”

Helpful Report

Posted 2 years ago

“Items ordered on 10 December 2021. Order processed on 13 December, out for dispatch on 15 December. Hermes driver says he tried to deliver at 4.30am (!) on 21 December but our cameras show nobody ever arrived at our property. Contacted Jack Wills by email only to receive an automated email saying ‘case acknowledgement’ and “we will reply to you as quickly as possible” that was on 23 December. I sent a further email on 23rd and received same automated message on 24 December. I sent another email on 28 December and AGAIN received an automated email. I decided to try the online chat. Waited over an hour only to be told ‘we have not been able to connect with you in time your chat has now been converted to a ticket’. My teenage sons Xmas clothes are somewhere but Jack Wills don’t seem to care. Jack Wills customer service is absolutely dire. Also, I can see why the telephone number is discontinued - probably got sick of listening to irate customers!”

Helpful Report

Posted 2 years ago

“I ordered paid for next day delivery. They sent a message to say they couldn’t fulfil the delivery on time. I emailed several times to cancel and it came back that their inbox was full. I phoned but they weren’t taking calls either. Chatbot was useless. No way to cancel the order, they charged for next day delivery too. Three days too late. They then want me to pay to return the item! Disgraceful service.”

Helpful Report

Posted 2 years ago

“The worst customer service I’ve ever experienced. The sort of experience you’d expect with aliexpress not an established brand. They don’t reply to emails and just randomly send emails saying parts of your order are out of stock and you’ll be refunded days after you’ve placed your order, sort it out! Not ideal when trying to buy Christmas presents. They also don’t even offer refunds, just credit notes and don’t let you know that when you make a purchase. Daylight robbery! Never buying anything from here again.”

Helpful Report

Posted 2 years ago

“Have been a loyal Jack Wills customer for many years . Doubtful I will buy from them again after the terrible customer services and being ripped off for next day delivery that never happened!”

Helpful Report

Posted 2 years ago

“I ordered items for Xmas presents which were due to be delivered on 6 December by Hermes. As expected they didn’t arrive and no update on the tracker since and as usual no update from Hermes. I contacted Jack Wills multiple times via email and online chat and received appalling service. Today is 14 December and I am being advised to wait until they have investigated with Hermes. Absolutely unacceptable. I have to wait for a further 2-5 or could be 3-5 days depending who you chat to. I will not be purchasing from them again.”

Helpful Report

Posted 2 years ago

“Not a great service when buying online if you need to return any items. If you take them to a store you only get a credit note and if you return them online you have to pay the postage. I won't be shopping with Jack wills online again unfortunately”

Helpful Report

Posted 2 years ago

“Would give zero stars if that was an option. Bought a jumper online as a Christmas present at the end of September. Took it out of the packet a few weeks ago & it’s massive for a medium size so returned it. Had it sent back as over 28 days and they won’t budge on that. Stuck with a useless expensive item. Wish I’d read the reviews before I ordered. Dreadful customer service.”

Helpful Report

Posted 2 years ago

Jack Wills is rated 1.6 based on 166 reviews