Jack Wills Reviews

Name: Jack Wills
Rating: 1.57

1.6 Rating 177 Reviews

12 %

of reviewers recommend Jack Wills

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Metrics

1.6

Based on 177 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 46%
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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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 recently brought a hoodie, it is clearly a second, the embroidery is out of line and such poor quality. I've tried via a Web chat and several emails to resolve this, all I want is to return it and either get another one that isn't a reject second or get a refund. Customer service has been very poor. I have brought lots of clothes over the years in store and online and I'm very disappointed that all I want to do is return the faulty item but although I was told they would send me a QR code via email they never did.”

Jack Wills 1 star review on 9th January 2023

Helpful Report

Posted 2 years ago

“I ordered two skisuits from Jack Wills in different sizes as I wasn't sure about their sizing, they cost £119 each. I was charged £4.99 delivery and wrongly assumed this would cover the return of one of the items as I clearly wouldn't want two. I kept one item and wanted to return the other. I was charged a further £4.99 for the return. The suit I have kept has actually cost me £129 not £119 after Jack Wills have added all their hidden extras. When I contacted their customer service they told me it was clear on their website that they charge £4.99 for all returns. Is this the best way to treat customers who are spending £119 with them?? I won't order from the again and it's something to be aware of if anyone else wants to return an item. They don't allow returns to stores either. Not a great level of customer service.”

Helpful Report

Posted 2 years ago

“Poor quality. Tried to get a QR code to return hoodie was told they'd email it to me but never did.Having ordered lots of clothing over the years I never will again.”

Jack Wills 1 star review on 7th January 2023

Helpful Report

Posted 2 years ago

“Extremely poor customer service from the JW store in Taunton High St. Two incredibly rude (blonde-haired) young female serving staff [Tuesday 3rd Jan] who accused me of dishonesty over the return of an item. They called a manager from the local Sports Direct (Matt) store who came to have a least a civil conversation, but my customer experience really was awful.”

Helpful Report

Posted 2 years ago

“I ordered an 5 items on the Jack Wills website. As I went through the online payment process, I put in my credit card details only. When I received the confirmation email I noticed my old address from three years ago was detailed on the order confirmation. I got in contact with Jack Wills asking for the delivery address and billing to be changed. They told me it was not possible. I flagged the fact they should not have processed the credit card payment without checking my billing address and that there was room for improvement on their website for processing credi card payments. After flagging this fact the customer service team did not understand the circumstances and would not help me. I now know that a package has been sent to my old address and I have to hope that the items will be returned to jack wills and that I can then place another order. Not that I want to given the horrendous service. I want to spend money with the company, but it seems like they don't want to exchange money for items. Which is a fundamental issue.”

Helpful Report

Posted 2 years ago

“Recently ordered a t-shirt from Jack Wills and they have incorrectly delivered the wrong product on 4 consecutive occasions! The most recent attempt at placing a basic order was made from Australia and when I contacted them to let them know that they had once again sent me completely the wrong product, I was advised that I would have to pay the price of postage back to the UK! When I pointed out that this was the 4th time they had done this to me, they just said that it was my responsibility to return the item and took no accountability for the co start oversights. Their customer service team are either bots or heavily scripted puppets because of they have no ability to problem solve or even think outside the box.This company used to have excellent customer service but ever since they were purchased by Sports Direct, they have become a scam, just looking to cut costs and keep their customers money without successfully fulfilling orders or replying to messages. Avoid at all costs.”

Helpful Report

Posted 2 years ago

“Awful, as per other comments, I ordered something with them 2 weeks ago, evri has lost it it has been stuck at their depot for over 10 days with no movement, but Jack Wills won't either send or refund, just going in a continuous loop, I basically got told to suck it up by Brittany on live chat and that legally they don't have to do anything for 30 days, morally at this time of year that is wrong. I will be filling a chargeback with my bank and not be using them again.”

Helpful Report

Posted 2 years ago

“The coat I ordered by wife for Christmas has been lost in transit for over two weeks and Jack Wills are stuck in a loop saying they'll ask the courier and let me know in five days. They've done this several times and refuse to do anything to refund my cost or find my parcel. Avoid at all costs.”

Helpful Report

Posted 2 years ago

“Extremely poor customer service. Paid for next day delivery. Over a week ago and no parcel has arrived. Customer services will not provide a refund as apparently the parcel is not missing or lost.”

Helpful Report

Posted 2 years ago

“My parcel which is over £100 was due to arrive 5 days ago. I contacted customer services on their live chat and email for them to say my package may be lost or damage and the only tracking information they can find was from 10 days ago. Customer service has been so unhelpful. They said they will contact the courier which will take 48hrs. It has been 4 days and still no response. Every time I contact them they say I have to keep waiting and hopefully the courier will reply soon. I have not received any compensation for all this hassle. I asked for my deliver fee to be returned but they refused. This is totally unacceptable service, Christmas is hard for everyone but when they have over £100 of mine and I have had no refund or my parcel, this is disgusting. I will never be shopping with this company ever again and I advise all to avoid.”

Helpful Report

Posted 2 years ago

“I ordered numerous items of tops online. They were all of poor quality and didn't match photographs online. JW require you to pay for returns for online orders and dont give option to return in store. As such I have been forced to pay for both delivery and return. This is unacceptable bearing in mind the items were poor quality and didn't match descriptions to photos. I made a complaint to their customer service. They ignored my complaint,didn't address the issue and didn't even apologise. All they said was here is the address just post it back, words to the effect. Never buying their stuff again!”

Helpful Report

Posted 2 years ago

“JACK40000073662832 ordered item on 31st October 2022 in plenty of time for my daughters birthday on the 30th November, item still not received and when talking on chat to their customer services department they just aren't bothered. Absolute disgrace of a company and I won't be ordering again.”

Helpful Report

Posted 2 years ago

“totally awful buying experience , paid for some tracksuit bottoms as birthday gift for my wif, bought on a wednesday and paid 10.00 ofr next day delivery as was going on holidays on the friday for the weekend, never arrived , arrived on tuesday and tried to speak with customer service to get a refund and was just going round and round on their truly awful support bot online, no contact numbers and i paid 34.99 for the bottoms, and when they arrived today they had a 28.99 sticker on them. just terrible service and simply never using again”

Helpful Report

Posted 2 years 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 2 years ago

“A scam website. First problem - they add next change extortionate £9.99 to your delivery automatically without you having the option of selecting a more economical delivery method. Second problem - goods are described inaccurately. A pale tshirt online is delivered a hideous shocking pink itme. Third problem - if you want to return goods, they will not accept at the shop you have to use a courier and charge you £3.99. Complete scam website and service DO NOT USE. Shame they went bust but the current offering run by Sports Direct is substandard. I wish I had done more research before ordering online and realise that Sports Direct own this business now. Not surprised the whole experience and customer service level is poor.”

Jack Wills 1 star review on 6th November 2022

Helpful Report

Posted 2 years ago

“Paid for delivery - and then guess what? WE HAVE TO PAY £3.99 to RETURN items. What a rip off!! Never again. We ordered £200 of goods and the sizes weren't right so we returned. When we found out that we had to pay to return some of the items we decided to just get a refund and purchase elsewhere. Who in this day and age CHARGES for DELIVERY AND RETURNS?!?”

Helpful Report

Posted 2 years ago

“Faulty item - Very poor quality stitching, took over 20mins to be told that I need to return item and pay for postage myself. The customer service rep was clearly serving many other customers simultaneously for them to take so long. Avoid this company.”

Helpful Report

Posted 2 years ago

“One of the worst companies what we have ever deal with.The return has take over 3 weeks and after that they have declined it as the proof of postage (what they have provide) was to Och Pooly and not them…Rubish company in way of online shopping.There is no telephone number as well so the only way is to send emails, avoid Anna extremely unhelpful, when requested telephone number to Manager she closed my ticket!… Not Recommend”

Helpful Report

Posted 2 years ago

“TERRIBLE ON LINE SERVICE... MY T SHIRT I ORDERED WAS FOR XL., ON THEIR CHART 46-48 CHEST., I AM A 44 INCH., BUT I ALWAYS GO ONE BIGGER... THIS T SHIRT WAS TOO SMALL., NIGHTMARE OF A TIME RETURNING IT., THERE ARE NO FREE RETURNS AND EXPECT YOU TOO PAY £4.99. TO RETURN., UNLESS YOU CHOOSE OTHERWISE., I ALSO TOLD THEM THE REASON FOR THE RETURN., TOO SMALL DID NOT FIT., I HAVE JUST GOT AN EMAIL FROM THEM., SAYING WE WILL NOT CHARGE YOU FOR CANCELLATION OF ORDER., i WOULD ADVISE ALL PEOPLE NOT TO SHOP JACK WILLS ONLINE. YOUR ASKING FOR TROUBLE... NO PEOPLE TO TALK TO & NO TEL.NO. SHOCKING.”

Helpful Report

Posted 2 years ago

“You can't get a return for items bought online as when you try you get kicked out to a sports direct site that doesn't recognise your order number, live chat is really a lot of automated dead ends that will lead inevitably to a link to a page that doesn't exist. In the end you will chalk it up to lost money and a lesson on not shopping with Jack Willis (aka Sports Direct). Also the reason for returning the items is they are very poor quality - more like Primark but more expensive.”

Helpful Report

Posted 2 years ago

Jack Wills is rated 1.6 based on 177 reviews