Jack Wills Reviews

Name: Jack Wills
Rating: 1.57

1.6 Rating 166 Reviews

12 %

of reviewers recommend Jack Wills

Company Reviews

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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

“I’m still waiting on my parcel to arrive it’s driving me mad as no one answers phone I’ve even emailed you and still no reply ! What sort of company are you I won’t be ordering anything from you again just a night mare !!”

Helpful Report

Posted 2 years ago

“Absolutely nightmare! I wish I had read the reviews before ordering. One item arrived with the metal security tag still on it and another item was the wrong size. I have emailed them a number of times but no one answers. The phone numbers listed "are not available" and there is no other way of contacting them. Will have to speak to my Card Company to get a refund. Avoid Jack Wills at all costs!!!”

Helpful Report

Posted 2 years ago

“Ordered 2 coats for an event and left plenty of time to have them delivered and returned for replacements if size wasn't good. Enter My Hermes, who are the biggest sham of a delivery service ever, told my parcel was delayed for 48 hrs then status never changed, as you cant speak to anyone at Hermes I return to Jack Wills on to be told they would contact My Hermes to get an answer. still being told they are waiting for a response and still no coats or offer to refund my order have been made. I have never had a problem with the brand only that my local House of Frazer holds limited stock, meaning you need to go on line to get the items you want. While Jack Wills continue to use My Hermes you are totally in the lucky dip as to if you will get parcel on time or ever. If you cant get what you want in store DONT BUY ONLINE, im not the only person to have been let down. Total balls ache trying to find info and get refund or replacement”

Helpful Report

Posted 2 years ago

“DO NOT USE THIS COMPANY. I placed an order on 15th October, paying £7.95 for next day delivery. The order was finally delivered 6 days later, but to the WRONG ADDRESS. Despite photographic evidence from their own courier that the delivery was not to my address, they are refusing to refund my money. I have now had to escalate this to Pay Pal as I am not getting a response from their ‘Customer Service’ (irony?) team. AVOID AT ALL COSTS.”

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

“Because the items on pre order was delayed my whole order was. Customer service is lacking massively. Won’t be ordering again.”

Helpful Report

Posted 2 years ago

“I was about to order several items but not happy to see postage costs added to my order - selected click and collect and again same cost to me to pick up order myself! I then check regarding returns and find I have to incur postage costs to return any items that may not be suitable - if I go to a store and purchase items I can return only for an exchange or voucher- I really don’t know how jack wills is still on the high street or online - this is appalling customer service - I have always purchased items regularly for presents for my family however no longer I’m afraid - I will be looking elsewhere in future”

Helpful Report

Posted 2 years ago

“Purchased jumper from USC store. After one wear and one wash (following wash directions) the jumper has shrunk massively and now cannot be worn. Not very helpful in trying to rectify the situation, given the store is over an hour away each way. A replacement is all I would like, however I’m hesitant that perhaps a new one would do the same…maybe that’s why it was in the sale?”

Jack Wills 1 star review on 6th September 2021

Helpful Report

Posted 2 years ago

“I was very disappointed after purchasing an item was not able to return and get a refund,coz appereantly now they have a new policy due the changing rooms open they can do just exchange or gift cards.....NO REFUNDS of unwanted items!!! I wish someone would advice me regarding this is a store”

Helpful Report

Posted 2 years ago

“Very disappointed I have to pay for my return after already paying £7:99 for next day delivery !”

Helpful Report

Posted 2 years ago

“My worst experience shopping online with Jack Wills I have recieved a wrong item, on top of that I have to pay for my shipping on order of £200 and return postage as well becuase you stopped accepting unwanted items to be returned in your stores. Would never ever buy anything online from you ever again!!”

Helpful Report

Posted 2 years ago

“It’s been 10 months and still do not have the correct chairs - their competitors have them so I would only buy from them as a last resort”

Helpful Report

Posted 2 years ago

“Delivery cost is a joke £5 to have items delivered into their own store ... Also quality of their jeans is not up to the pricing, the crotch rips easily”

Helpful Report

Posted 2 years ago

“I bought Hana Slim Joggers which during the first wear started to bobble leaving lots of bits everywhere in the carpet and sofa. I sent them back next day to the shop and I was told by Jack Wills that when they looked into the returned order they have found that the items have not been returned in their original condition and the refund couldn't be made. I'm very disappointed with them.”

Helpful Report

Posted 2 years ago

“Took too long to arrive given cost of postage and size of package. Trousers were delivered with security tag on. No response to e-mails and messages for a week. Managed to get through on online chat, and given a paid postage returns label, but no explanation that had Sport's Direct on the label, so had to go back on to check. Had to find a Hermes office to post it back, not near me and no replacement sent out in meantime, so awaiting return. Paid for it 2 wks ago and prob be another 2 wks until i am actually able to wear it 1 week later- just received an email stating the item has been refunded to me, as the item is now out of stock??? Presumably they have sold the one I literally just sent them with a security tag in??! In addition, the size and style of trousers are still available online? They haven't refunded me the delivery charge, so presumably they're forcing me into reordering the trousers and paying yet another delivery fee? Con artists”

Helpful Report

Posted 3 years ago

“terrible! got send the wrong items and still waiting for my refund, but they just reply in generic messages.”

Helpful Report

Posted 3 years ago

“Not received my items from Saturday. I agave sent serval messages and I’ve been totally ignored. Yet, they don’t ignore taking my monies. Very frustrating.”

Jack Wills 1 star review on 15th April 2021

Helpful Report

Posted 3 years ago

“Ordered two Marlow cable knit jumpers, initially was really impressed with the quality and a good product. After first use it came to washing them, I was extra careful to ensure I followed exactly what I was supposed to do. Both have shrunk significantly, one even more so than the other despite being the same material/size. Spoke to customer service who said there is nothing they can do as it has been worn/washed. Joke! Anybody want two mens medium jumpers that would fit a toddler?”

Helpful Report

Posted 3 years ago

“Very poor customer service. Wrong item sent and no refund after more than 2 weeks! Every time I chase a different answer is given, won’t be using them again”

Helpful Report

Posted 3 years ago

“If I could give zero stars I would. Ordered some items, paid extorsionare delivery fee only to be told 3 days later that they are sending some of the items only because others were out of stock. How can Jack Wills be so behind in the times when it comes to online shopping? They should know if an item is out of stock as you place the order!!!”

Helpful Report

Posted 3 years ago

Jack Wills is rated 1.6 based on 166 reviews