Jack Wills Reviews

Name: Jack Wills
Rating: 1.56

1.6 Rating 171 Reviews

12 %

of reviewers recommend Jack Wills

Company Reviews

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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

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“This clothes used to be quality have a splash of the iconic pink somewhere hidden, smart, casual, sporty, you could buy it all. now its just a urban clothes shop, they really missed the mark. Lost there original customer base”

Helpful Report

Posted 1 year ago

“Absolutely appalling customer service. I've literally been accused of lying, ordered 6 items, 2 items missing in parcel. They say their ccctv shows items bring packed. Umm really, I have asked for photos showing this no reply. I am no longer receiving replies to my emails. Hours spent on chat and email to no avail. Don't order from them.”

Helpful Report

Posted 1 year ago

“Adding to the long list of dissatisfied customers…also had problem with smaller sizing and when tried to generate a return, discover its a £5 charge…so that would be £15 in delivery if I want to reorder in correct fitting size. These charges are not transparent and are hidden. That’s against trading standards surely?”

Helpful Report

Posted 1 year ago

“£4.99 for delivery then £4.99 for returns? What a rip off”

Helpful Report

Posted 1 year ago

“AVOID i ordered a lot of items and obviously most of them didn’t fit so i returned them back and i only got £8 refund , they kep all the rest which was worth over £100 i contacted the team ,, they were careless and lying saying i only returned one item ,, they also blocked my email after contacting them couple of times ,, they are big SCAM never buying from them again and i will make sure everyone knows what scams u are”

Helpful Report

Posted 1 year ago

“Very poor service! I returned 10 items and was only refunded with 2. I gave all my proofs of return and still they insist that I sent them only 2 items. I'm not buying there anymore.”

Helpful Report

Posted 1 year ago

“Absolutely atrocious service. Not only do you have to pay an extortionate £5 for delivery and £5 for returns. Jack Wills is now accusing me of lying for only sending 1 out of 4 of my items and has subsequently only refunded me for 1 item. All my items were sent in 1 package, completely sealed and neatly packaged yet I have only received a refund for one item. After spending DAYS talking between the warehouse and customer service it has been determined that I, the customer, am in the wrong. So now I am £100 out of pocket. I will never be ordering from Jack Wills again. The quality of their products has gone down hill and you would think a ‘luxury brand’ like Jack Wills would have a better system and customer service. I would encourage you to think twice about ordering from Jack Wills as their sizes are completely off and you clearly need to avoid returns at all cost. Utterly appalled.”

Helpful Report

Posted 1 year ago

“Ordered a blue t shirt with red trim. A blue t shirt with white trim turned up. I complained and was told repeatedly that because their small print says so, they can send me any colour they want and I have no recourse. Joke! I want to receive what I order! Never buying from them again.”

Helpful Report

Posted 1 year ago

“Ordered a cap, Had a selection of 4 different colours. I got a different colour. Baffling. Went on the customer service and both times, they basically quit on me when I explain this. Never shopping there again and will share my experience with others.”

Helpful Report

Posted 1 year ago

“Totally disgusting marketing. I ordered an item online from their website and was sent something different. They have a disclaimer in small print that they might send something different to the image shown. What's the point of selecting an item that isn't available? Totally shocking and feel conned.”

Helpful Report

Posted 1 year ago

“Scam company. Was such a good British brand, now down hill since having been taken over by Frasers Group. Items pictured online are not what you receive. No logo or pocket. Poor quality and ZERO after care / customer service. AVOID”

Helpful Report

Posted 1 year ago

“Sizing not true to other major high street brands. Could not get a return label through the website, when I finally spoke to someone in customer services I was told it was too late.”

Helpful Report

Posted 1 year ago

“Ordered pj’s for my daughter 8/1- sent out by evri but tracking not changed since 10/1 and clearly lost.Emailed and told to wait 10 days, now 20 days and no refund or replacement. Phone numbers don’t work, can’t chat to a person. Not returning my emails and request for a full tegind.Diabolical service, can’t get a refund or replacement”

Helpful Report

Posted 1 year ago

“Do not buy anything from this company. They openly continue to sell products of poor quality despite numerous complaints and bad reviews. They will accept no responsibility whatsoever and their customer service is atrocious!”

Helpful Report

Posted 1 year ago

“okay so someone tell me if im wrong, but if you order something from their website why am i recieving something else on their website? which CLEARLY arent the same. I bought this item not once but TWICE. expecting it to arrive correctly and has not. Spoke to customer service, they tell me it is the correct item-clearly is not. Already been refunded once. I bought 3 orders with them. Very disapointed and waste of money i cant get back.”

Helpful Report

Posted 1 year ago

“Poor returns policy! I advise to go elsewhere with a better returns policy. I won’t be spending my money with jw again. Thank you”

Helpful Report

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year ago

Jack Wills is rated 1.6 based on 171 reviews