Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

Jack Wills Reviews

1.6 Rating 167 Reviews

12 %

of reviewers recommend Jack Wills

Company Reviews

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

Visit Website

Write Your review

Tell us how Jack Wills made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Jack Wills 1 star review on 9th November 2023

Jack Wills 1 star review on 9th January 2023

Extremely Extremely Disappointed

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 7th January 2023

Very Very Disappointed

Jack Wills 1 star review on 6th November 2022

Jack Wills 1 star review on 26th May 2022

8

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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”

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.”

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.”

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”

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

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”

Posted 2 years ago

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

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!!”

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”

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”

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.”

Posted 3 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”

Posted 3 years ago

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

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

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?”

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”

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!!!”

Posted 3 years ago

“AVOID LIKE THE PLAGUE! I ordered an item which arrived in the wrong size. Contacting customer services is a nightmare, there is no phone number so you have to use Web chat or email. I sent the item back as asked using their labelling and courier but somehow my item was lost. The initial advisor (Mandy) stopped replying to my email about the matter so again I had to use webchat. I was made to chase up item with the courier, send emails showing evidence which I did. I was still told I could not receive a refund until their courier confirmed the loss, which they had already done. Eventually after weeks of stress and chasing things up I then receive a generic email to say my item has been exchanged. I contacted the second colleague (Jamie) who made promises to resolve this and be in touch but once again now theyve gone quiet too. I had requested a refund on several occasions and been told by both different colleagues that eventually when the item is received I would be refunded. So I have bought a coat elsewhere, because lets face it its freezing outside and before I miss out in the sales! Now I'm not even being refunded but the coat that I needed urgently and paid next day delivery for is now being sent to me over 3 weeks late! If I send it back (because of course due to the lengthy timeframe it is no longer needed) I now have to pay for more postage and await even further for my much needed refund, which I doubt at this point i will ever receive. Dont take the risk of buying from this company because there is no decent customer service to assist you when they mess up and you will be at a loss both financially and mentally!”

Posted 3 years ago

“Bought two wool cable knit men’s sweaters two and 3 months ago. Been washed three times and they have pulled very badly as worn and after washing have a matted feel. Not exact lyrics shrunk but not as flexible. Would not recommend at all. Not the brand it used to be when it first started in Salcombe. Cheaper materials made in China since being taken over. Will not buy from them again.”

Posted 3 years ago

“Awful customer service. Voucher promised but delayed by weeks only then to be told my order was invalid as I’d exchange one item so gone below the value limit. Having explained an item was exchanged nor refunded was given short shrift. This is after spending almost a thousand pound this Christmas and having been a regular customer for years. Terrible service. Shame a British business is suffering but during a downturn you need to offer better customer service than this.”

Posted 3 years ago

«
1
2
...
3
4
5
6
7
»

Jack Wills is rated 1.6 based on 167 reviews