Jack Wills Reviews

Name: Jack Wills
Rating: 1.57

1.6 Rating 167 Reviews

12 %

of reviewers recommend Jack Wills

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Metrics

1.6

Based on 167 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 42%
Accurate And Undamaged Orders	Greater than 86%
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: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“There were 5 assistants in this small shop. Two were at the till. The assistants did not seem very friendly and did not make conversation. Bit disappointing as the clothes are quite expensive and I would have liked some interaction.”

Helpful Report

Posted 6 years ago

“I went in on Black Friday and got some excellent deals. However the Taunton store is very small and does not stock a full range of clothes (I had been in a Birmingham store a couple of weeks before). Sale prices are excellent but I can't help thinking their clothes are overpriced anyway!”

Helpful Report

Posted 6 years ago

“Bought 4 items and need to return one simply as the size doesn't fit. Tried to start a return 5 times typed in as requested my email address as directed typed in order number as directed and it tells me my order number is not correct. got no where travelled to a store only to be told they cant accept it it has to be sent and arranged online. Very poor service. will not order again. This is the problem with online orders there is no one who will take ownership and take responsibility for the things which go wrong/ An absolute disgrace.”

Helpful Report

Posted 5 months ago

“Silly me, I should have read the returns policy but, like a previous reviewer has said - who these days charges for delivery AND returns - totalling £9! Wouldn't purchase online again.”

Helpful Report

Posted 1 year 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

“I ordered a puffa jacket for my daughter that should have included a free backpack. This backpack hasn't arrived and wasn't even noted on the order statement. I can't get through to anyone and keep getting generic email replies about waiting for it. I don't think it was included in my order which is false advertising and seriously misleading, not impressed at all”

Helpful Report

Posted 2 years ago

“I am not really a jeans wearer as I’ve never felt comfy in them until I tried the Jack Wills ones loved them ... went to buy a second and third pair and the last two pairs the elastic stretch in the crotch is giving way , I’m a size 12 and so, so disappointed to say the least . Is it the fact they are now owned by sports direct that the quality has changed ?? Sadly I need to find another brand with the same cut but better quality.”

Helpful Report

Posted 4 years ago

“Was going to purchase a new winter coat today at the Plymouth storeI did not make said purchase as was told there is no refund option!! I needed to try it on at home with my own clothes etc to ensure it matched! What a pity I had to leave it in the shop potential sale missed oh dear Jack Wills!!”

Helpful Report

Posted 4 years ago

“Very disappointed that online orders cannot be returned to store. This can be costly and was, especially when the item I wanted did not look as per screen image. Make sure you read the small print before ordering.”

Helpful Report

Posted 4 years ago

“Ordered 2 down gilets & paid for next day delivery. complained to customer services after 3rd then 5th day when order hadn’t arrived, they agreed to refund postage. Items finally arrived after 8 days! The delay was due to the company’s poor distribution centre and not the postal service.”

Helpful Report

Posted 4 years ago

“I bought 2 of their jumpers around Christmas time and they have both bobbled after wearing only once”

Helpful Report

Posted 5 years ago

“Ordered several items on line from Jack Wills. Two of the items were faulty - leggings had 4 holes in them and a sock had pulls in it. Rang customer service who were really unfriendly and parrot-like in that they sounded like they were reading off a script. Bottom line is I have to post items back to them and prove I have paid the postage to send back! For a reasonably big brand I would have expected perfect items not holes and pulls and then excellent customer service. Sadly not the case. Jack Wills sharpen up. Poor product quality check followed by poor customer service.”

Helpful Report

Posted 5 years ago

“There were very few people working in the store on a Saturday so there were lots of people waiting to be served.”

Helpful Report

Posted 6 years ago

“Wouldn’t buy from Jack Wills directly again. Very expensive delivery and returns charges. I return parcels all the time to other stores for free. Ridiculous costs.”

Helpful Report

Posted 1 week ago

“WARNING - They sent different items than the ones ordered (and pictured on their website and on the order confirmation) After several emails, Jack Wills customer service say they don't have to send the original item, but can send "an item which is different to the one you ordered" (their words). I don't trust this company any more.”

Helpful Report

Posted 3 weeks ago

“If I had known I would be charges £4.99 to make a return I would never have placed an order. Including the £4.99 for shipping I have paid £10 to try on 3 t-shirts.I will never order from them again. I hope the £10 was worth it, Jack Wills.”

Helpful Report

Posted 1 month ago

“Terrible terrible customer service. Bought a skirt it broke very badly within 2 weeks of purchase and I’ve been told there is no way to get a replacement or refund unless I drive an 8 hour round trip back to the store I bought it from. Completely shocked, I’ve never had customer service like it”

Helpful Report

Posted 1 month ago

“Ridiculous delivery costs at £4.99 and then £4.99 to return per single item. Has put me off buying from this company again.”

Helpful Report

Posted 2 months ago

“Awful company to do business with! I ordered a pair of snug boots for a gift, which the company took the money out of my account for. After 10 days (and no communication) I spoke to somebody on live chat about where my order was. They told me they would speak to the distribution warehouse about the status of my order. After no further communication I recieved an unexpected refund leaving me to quickly order another gift from another company (who fulfilled their order within 3 days). I have now recieved several emails (from different people within the company) asking me how they can help...they are clearly not communicating with each other. ORDERING FROM JACK WILLS IS NOT WORTH THE HASSLE!”

Helpful Report

Posted 2 months ago

“Terrible customer service. Brought a pair of wellies online only for them to be faulty (leak in 1 boot) so can’t wear them. Tried numerous times to get through but couldn’t so I paid for them to be returned only to be told they are fine after testing had been carried out. No chance testing was done they arrived back a couple of days later saying we cannot accept your return as they are not in a resealable condition. They clearly don’t listen or read the reason for returning them. I’m done now never buying from them again I urge anyone who reads this to not buy either if you get an issue you won’t get a satisfactory answer.”

Helpful Report

Posted 3 months ago

Jack Wills is rated 1.6 based on 167 reviews