Jack Wills Reviews

Name: Jack Wills
Rating: 1.56

1.6 Rating 181 Reviews

12 %

of reviewers recommend Jack Wills

Company Reviews

Questions

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

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 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

“Purchased a hoody from jack wills which after two washes has gone super bobbly which is very poor. The shape hasn’t held out nor has the print on the front. Contacted customer services who was very rude in the response and told me to return at a cost to myself and “if” deemed faulty I may get a refund!! Such a shame as this is the first time I’ve purchased from them but now knowing what I know will be the last due to quality”

Helpful Report

Posted 5 years ago

“Let me start by saying I have been a regular Jack Wills customer for over 10 years. Purchasing items for myself, family and friends. A few months back ALL USA stores were closed without notice. I assumed I could purchase on-line. This became an issue with the shipping cost but I let that go. Received a sweatshirt as a Christmas present and need a different size...contacted Customer Service and was told I was responsible for shipping costs for the exchange! Attempted at two carriers with the lowest shipping cost price bring $37 USD. Contacted Customer Service and escalated my claim only to be told it is my responsibility. Based on this, I will sell the item and NEVER do business with Jack Wills again!!”

Helpful Report

Posted 5 years ago

“No refund on an item I bought 30 mins previously in the Bath store. Only a credit note. I can’t afford to not have my money back, especially over Christmas. Really upsetting. Will never buy from Jack Wills again. Terrible customer service policy.”

Helpful Report

Posted 5 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 5 years ago

“I brought an item in store and it had a tear in it, but only realised when I got home. They wouldn’t refund in store, only a gift receipt or exchange”

Helpful Report

Posted 5 years ago

“Having just placed an online order to Jack Wills for some clothing gifts for Christmas, I have then realised the CHANGE in RETURNS POLICY - If you purchased an item online and it did not fit, you can return it to our warehouse and you can either have it exchanged for the correct size or request a refund for the price of that particular item and that refund would be processed into your original method of payment. Please note that refunds for Xmas are only issued as long as they are returned within 14 days. If the item is returned after 14 days but before 5th jan 2020, u get a credit note as per our Extended Xmas returns policy. Similarly, as others have commented, no returns in store anymore only credit notes. I'm a big fan of Jack Wills clothing but I'm afraid I will not be making any more purchases with this retailer. Luckily, I was able to cancel my order and I will go elsewhere for Christmas gifts.”

Helpful Report

Posted 5 years ago

“No Refunds offered from Jack Wills anymore! won't be purchasing anything from them again. Especially as it's over the Christmas period so I'm sure many people will have the same complaint when trying to return items bought as gifts that don't fit!!!! Store credit isn't good enough when nothing else in the store fits the bill. They should make this change in policy more visible in store.”

Helpful Report

Posted 5 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 5 years ago

“As below my gift cards were voided when I tried to buy some items after a live chat was told had to send recorded delivery to head office at my cost. I did this as was £130 odd on vouchers. They now cannot find my vouchers I have been back and forth with them providing receipts the signed recorded delivery and anything else they have asked for over a two week period and I still have no vouchers. I have been informed by email they have received lots of damaged empty envelopes! I think they are trying to make it so hard you just give up and they get your money for nothing”

Helpful Report

Posted 5 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 5 years ago

“I tried to buy something with a gift card, which was rejected and i found out that all gift cards were made void a few months back. So now i have to send a gift card to their head office to then wait 21 days and get a replacement. Terrible experience. Would not be buying anything from them if it wasnt for the gift card! Really frustrated, not something i want to be doing around work.”

Helpful Report

Posted 5 years ago

“I bought a shirt on-line as a birthday present and paid an extra £4.99 postage to save a trip into the nearest store. It wasn't suitable, so I made the 30 mile round trip into town to exchange it only to discover that they won't do exchanges or refunds in store and that I'd got to pay yet more postage to return it for a refund. Absolutely ridiculous approach to customer services. The assistant in the shop agreed that it was ridiculous and said that the policy had only changed since the recent takeover! Needless to say, I went elsewhere in town to buy the replacement shirt and will never be shopping at Jack Wills again.”

Helpful Report

Posted 5 years ago

“Ordered some items on jackwills.com at the beginning of this week. Never received an email with order confirmation nor a dispatch tracking but there is a SportDirect.com payment pending. Trying to get through to customer service is a real nightmare - one person just stated that once the money has been paid, delivery will be in 4-5 days. There's nothing in my Jack Wills account and I can't find out any more information about my order, let alone an order number or a confirmation of my order. The webmaster and customer service email addresses on the website do NOT work. I am now very concerned that I have been scammed by Sports Direct, the new owners of Jack Wills. As the money has not actually left my account yet, I will try to block this payment as I simply don't trust the new regime.”

Helpful Report

Posted 5 years ago

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

Helpful Report

Posted 6 years ago

“I purchased 7 items in one order. They arrived, within a week, in 4 different packages, on different days, each one needing a signature (very inconvenient). Two of the items needed returning as one was faulty and the other was not as described (a bag had press stud fastenings rather than the buckle fastenings advertised on their website). As the 2 items were faulty and not as described I emailed and messaged through their website asking for a free returns labels. Both of my messages were completely ignored. I ended up having to return to a store. I will never shop online again with Jack Wills and would not recommend it to anyone.”

Helpful Report

Posted 6 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 6 years ago

“I am writing to convey my dissatisfaction after visiting your Winchester store today. As a lot of people I enjoy shopping in the January sales to purchase discounted items. After almost 30 mins in the store I settled on an item I found in the 70% off section as all the window displays advertised. Happy with my choice I proceeded to the till only to be told the item I had selected was not in the sale and had been labelled incorrectly by one of your incompetent staff. After several minutes arguing with the till staff and the manager about false advertising and complaining that the item should be sold as the sale tag suggested I gave up as the very rude manager obviously didn’t care about customer service. I then collected my wife and told her to put down the clothing she had pick up to buy. We left as I didn’t want to spend my money in a store that doesn’t appreciate their customers. Bad experience in Jack Wills.”

Helpful Report

Posted 6 years ago

“Jack will , To start with , you should choose very carefully your people the one working in your shops , they may look pretty, and young, wrong they have no personality ,no customer service ,almost no brain ,i had bad experience at jack will shop in Suffolk , just this Christmas,and i will never ever buy anything again from jack will. My wife as well had bad experience , if i could give zero star i will”

Helpful Report

Posted 6 years ago

“Great staff and great products”

Helpful Report

Posted 6 years ago

“Good quality of products and quick delivery”

Helpful Report

Posted 7 years ago

Jack Wills is rated 1.6 based on 181 reviews