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

“With regards to online shopping and returns, this company has the worst customer service I have ever experienced. Not only are the customer service team rude, but they have no interest in trying to resolve any form of query or of listening to the customers opinion. I would award minus stars if I could. Dreadful.”

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Posted 2 years ago

“They said free gift worth 50 if you spend 100 or more. Spent 100 and more , no free gift of course. I checked this so called 50 pounds worth free gift, it was actually selling for 12.99 , so they are blatantly misleading and mis-advertising, and charging for returns is unacceptable having charged 4.99 for delivery and then 3.99 return, horrendous. I will raise a dispute with my card company as this should have been made clearer. I would say use Original Penguin or Hollister instead.”

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Posted 2 years ago

“Two of my items was received damaged, Jack Wills refusing to pay for the return label and stated will reimburse the refund once they received the items. This surely is unfair and a breech of Consumer Rights Act 2015 but my emails are just going back and forth with no resolution. Their Customer Services department are definitely very unhelpful.”

Jack Wills 1 star review on 26th May 2022

Helpful Report

Posted 2 years ago

“Stay away from this clothing company , worst customer service ever”

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Posted 2 years ago

“Would prefer to put minus stars but please don’t buy anything online from Jack Wills. They put a disclaimer which basically means they can send you anything- probably stuff they can’t sell. Customer service is useless just keep sending the same repeat email. Poor quality now too. Avoid avoid avoid.”

Helpful Report

Posted 2 years ago

“Appalling customer service. Return parcel lost and they are blaming Evri. Evri say it was handed over to JW and left the Evri network. Jack Wills refusing to issue refund. Customer service rude and unhelpful.”

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Posted 2 years ago

“I found out that their official returns website is directing returns to Unit A, and when I contacted support they instructed me it should be Unit B. Please contact Jack Wills about this if they are not processing your refund as it is their mistake and they are the ones responsible for resolving this!”

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Posted 2 years ago

“Nice products but absolutely awful customer service! I am chasing a refund 6 months after a purchase because of a technical issue with their returns form! I have sent numerous emails and are no longer getting responses even though I have asked to raise a formal complaint. Does anyone know the contact details of the head of customer service?”

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Posted 3 years ago

“Wish I'd read these reviews before shopping with Jack Wills! I ordered some christmas gifts and got a couple of items in different colour options to see what was preferred. Returned the unwanted items paying for the pleasure to do so. Then 3 months later I receive my returned items sent back to me! Rejected as they weren't received within the returns policy window. I have tracking evidence they were returned with more than 2 weeks to get to them yet they won't issue my refund. Appalling customer service, absolutely will not be shopping with them again and no one else should!!”

Helpful Report

Posted 3 years ago

“0 stars!!!! Awful quality of clothing not to be expected from such an expensive well known clothing company. I Washed a jacket once after carefully following the washing instructions on the label as was my favourite and is completely ruined! I was not alowed a refund which goes again all consumer rights! Will never buy from this company again!!”

Jack Wills 1 star review on 27th March 2022

Helpful Report

Posted 3 years ago

“Awful quality and customer service, first time wearing a new pair of their joggers and already have a hole in them. They are refusing to send me a refund/replacement because I have no access to a parcelshop only Royal Mail, they also expect me to pay for a return! disgusting customer service will be not be shopping with Jack Wills ever again! Total waste of money.”

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Posted 3 years ago

“Been shopping in the store for a long time never had a complaint untill today two young girls very rude service tried to take a faulty item back afte spending so much money in there and my two sons never again”

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Posted 3 years ago

“Tried to send items back, paid for Hermes via the JW website. Hermes say it’s returned. JW say it’s not. I’m now £80 out of pocket. Jack Wills customer service is appalling, their tone is rude, they aren’t at all helpful and are completely ignorant - this brand will go bankrupt if you don’t find some better customer service staff. The worst experience ever from someone called Josh. I will never buy a Jack Wills item again!!!!!!!”

Helpful Report

Posted 3 years ago

“Absolutely dreadful customer services, I just can’t recommend enough that you avoid this company incase you encounter any issues. You’ll really struggle to get anyone to listen to you, let alone resolve any issues. I’ve been waiting over 2 weeks to get a problem resolved with no progress and I can’t be the only one because any emails I send are bounced back because the inbox is full!”

Helpful Report

Posted 3 years ago

“Never again!!! Jack Wills was a fantastic brand, not any more, the quality of the clothes is terrible and the customer service people are shocking, I think the key is in the name customer service!!! which they have lack of, find another job that suits you better!!! I have now been waiting over 3 weeks for my refund to be processed, still nothing!!! I have contacted them 6times, still no refund! disgusting!!!!!!”

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Posted 3 years ago

“This company is a joke ,will bankrupt in the next 5 years from now. I only bought one time and will be the last time. The worst experience buying or returning online. I will feel embarrassed to work for a company like this. There is 0 customer support and it’s there just as a web design. Who ever is in charge of the management “-Please go home and do something else” shouldn’t manage more then the toilets in the restroom . Avoid this company is a circus!”

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Posted 3 years ago

“Dreadful customer service.”

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Posted 3 years ago

“I paid over £150.00 for 4 items. Had to pay £9.99 to return them. Just like others below this company needs to change their return policy and not charge their customers. I will never shop with you'JACK WILLS' again! Your company is a disgrace!”

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Posted 3 years ago

“I wish I read these reviews first they are right. Absolute joke. Paid £3.99 to return the item as it didn’t suit. Could not print off the label in the store I was told to go to, so wasted a journey, time and effort as the label that came with the item would not scan. You cannot speak to a person just robots regarding any issues so you get a generic response that does not make sense. I am now stuck with an item I do not want and I cannot even return it to the store. On top of that it seems I cannot even get the extra £3.99 I paid back and I’m expected to now pay more to the post office to return it. After this experience I would never shop here again it is a joke and Leaves you frustrated. Overpriced and not worth it.”

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Posted 3 years ago

“Not fair we have to pay for delivery and we have to pay for returns, you should write it in big writing so we are aware of this, Jack Wills should encourage us to buy NOT push regular customers away by over charging on delivery not fair at all you’ve closed tooooooo many stores we order stuff on line JACK WILLS LOOK AT YOUR STAR RATING from your customers”

Helpful Report

Posted 3 years ago

Jack Wills is rated 1.6 based on 177 reviews