Jack Wills Reviews

Name: Jack Wills
Rating: 1.56

1.6 Rating 171 Reviews

12 %

of reviewers recommend Jack Wills

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Metrics

1.6

Based on 171 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 44%
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: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 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”

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

“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!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 3 years ago

“Having placed an order online it took 6 days for a follow up order confirmation at which point one of the items ordered was now out of stock. As the two items I had thought I have purchased who to go together as a joint present I emailed straight back to cancel the other item. Due to the way they are now having to work it took 4 more days to get a response at which point the order had been dispatched. I’m not having to pay the delivery for an order I asked to be cancelled but also the postage to return said order. It is expected that a retailer like Jack Wills would have an online store which would understand stock levels and be able to complete orders sufficiently. I am more than dissatisfied and your customer service team are unhelpful and with no sympathy.”

Helpful Report

Posted 3 years ago

“Returned items in Bromley store around a month ago and the store gave me a refund receipt. Today I tried to use the refund receipt and the store is unable to accept their own refund receipt that they issued just a month back. The lady at the tills informed that previous transactions cannot be retrieved from their systems. Gross mismanagement. The store took back the clothes that I paid for and they aren’t releasing my money as well. Clear violation of refund policy.”

Helpful Report

Posted 3 years ago

“Very poor online service. Delayed delivery yet no refund in delivery cost. Store unable to help with any issues re online order. Very poor online customer service. Expensive to return items. Will never use again.”

Helpful Report

Posted 3 years ago

“Unacceptable service online. Was sent a coat with the belt missing! I am also overseas and needed for a wedding. I spent over $210 and to be inconvenienced and financially held to ransom by them whilst they don't seem to be too phased by the issue is unacceptable. They show more in stock but I am to wait a few days just to hear back what they want to do...go figure.. how about get on the phone, walk and send the rest of the coat! Once this is sorted (could be weeks) I will not buy again from this business! Don't bother spending your hard earned money here!”

Helpful Report

Posted 3 years ago

Helpful Report

Posted 3 years ago

“Had very good customer service from a lovely lady called Hannah in the Chester store today. Pointed out a promotion on polo shirts to me that I hadn’t noticed, went into the store room to get the size I wanted, nothing was too much trouble. A pleasant change.👍”

Helpful Report

Posted 4 years ago

“Awful experience trying to return on-line items. Post office won't accept the JW address quoted on the website and return labels, they say it doesn't exist. Tried contacting JW customer service - no response. Gave an honest and accurate 'bad' review on TrustPilot and they answered that quick enough with all the right assurances they'd put it right, but the reality is I'm still stuck with items I don't want and can't return. Watch this.... next it will be my fault for not returning items within their prescribed 28 days!”

Helpful Report

Posted 4 years ago

“Sold me a sale item for £70 when the tag said £25! Do NOT buy from JW online EVER!! When i contacted them they refused to give me the over charge back saying, they would not charge me full price for a sale item. But that is exactly what happened. I will never buy from them again. They won’t be around for much longer with customer service like this!”

Helpful Report

Posted 4 years ago

“I based in New Zealand, and recently purchased a few items online at Jackwills. 1. They did not update the tracking status, they used to be, for the previous order. 2. When I received them, there were two faulty items. One with the stain security tag on it, another one faulty, missing parts. I will attach our email, the pictures of the items included. 3. I asked Jackwills customer service team, how should I do, they provided pour customer service to this. The first item they recommended me to take to the local store and issue a voucher to me which I am fine with that as I want to keep it. However, It takes me a lot of time as there are no retailers are using the stain security tag. I have tried many stores and I found one finally. after that they did not reply to me about the voucher at all, so I ask for this. and they issued a voucher after 2-3 weeks. The second item, they said will issue 10 Pounds voucher to me if I can fix it by myself. I replied I prefer to return it, then no reply for a week. Then I email them again to get updates, another customer service agent took my case and said I can return and will reimburse the postage fee once I show the proof the postage receipt. and will refund it to me once received the item. But When I proof the receipt of the postage fee to them, they change to another agent to tell me it won't happen. They will process it once receive the item, and here is the argument part. To sum up, They kept changing their promises which confused the customer. and they do not feel sorry for this. what an unhappy online shopping experience. Kind regards, Tia”

Jack Wills 1 star review on 16th September 2020

Helpful Report

Posted 4 years ago

“SCAM DO NOT BUY FROM THIS WEBSITE!! SCAM DO NOT BUY FROM THIS WEBSITE!!! I recently purchased three items from the Jack Will online store and received the wrong order and was charged twice. Attempting to contact JW customer service was a nightmare (sometimes waiting for over an hour) for a response only to confirm they could not help. I am bitterly disappointed and recommend not to use this service.”

Helpful Report

Posted 4 years ago

Jack Wills is rated 1.6 based on 171 reviews