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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“Items ordered on 10 December 2021. Order processed on 13 December, out for dispatch on 15 December. Hermes driver says he tried to deliver at 4.30am (!) on 21 December but our cameras show nobody ever arrived at our property. Contacted Jack Wills by email only to receive an automated email saying ‘case acknowledgement’ and “we will reply to you as quickly as possible” that was on 23 December. I sent a further email on 23rd and received same automated message on 24 December. I sent another email on 28 December and AGAIN received an automated email. I decided to try the online chat. Waited over an hour only to be told ‘we have not been able to connect with you in time your chat has now been converted to a ticket’. My teenage sons Xmas clothes are somewhere but Jack Wills don’t seem to care. Jack Wills customer service is absolutely dire. Also, I can see why the telephone number is discontinued - probably got sick of listening to irate customers!”

Helpful Report

Posted 2 years ago

“I ordered paid for next day delivery. They sent a message to say they couldn’t fulfil the delivery on time. I emailed several times to cancel and it came back that their inbox was full. I phoned but they weren’t taking calls either. Chatbot was useless. No way to cancel the order, they charged for next day delivery too. Three days too late. They then want me to pay to return the item! Disgraceful service.”

Helpful Report

Posted 2 years ago

“The worst customer service I’ve ever experienced. The sort of experience you’d expect with aliexpress not an established brand. They don’t reply to emails and just randomly send emails saying parts of your order are out of stock and you’ll be refunded days after you’ve placed your order, sort it out! Not ideal when trying to buy Christmas presents. They also don’t even offer refunds, just credit notes and don’t let you know that when you make a purchase. Daylight robbery! Never buying anything from here again.”

Helpful Report

Posted 2 years ago

“Have been a loyal Jack Wills customer for many years . Doubtful I will buy from them again after the terrible customer services and being ripped off for next day delivery that never happened!”

Helpful Report

Posted 2 years ago

“I ordered items for Xmas presents which were due to be delivered on 6 December by Hermes. As expected they didn’t arrive and no update on the tracker since and as usual no update from Hermes. I contacted Jack Wills multiple times via email and online chat and received appalling service. Today is 14 December and I am being advised to wait until they have investigated with Hermes. Absolutely unacceptable. I have to wait for a further 2-5 or could be 3-5 days depending who you chat to. I will not be purchasing from them again.”

Helpful Report

Posted 2 years ago

“Not a great service when buying online if you need to return any items. If you take them to a store you only get a credit note and if you return them online you have to pay the postage. I won't be shopping with Jack wills online again unfortunately”

Helpful Report

Posted 2 years ago

“Would give zero stars if that was an option. Bought a jumper online as a Christmas present at the end of September. Took it out of the packet a few weeks ago & it’s massive for a medium size so returned it. Had it sent back as over 28 days and they won’t budge on that. Stuck with a useless expensive item. Wish I’d read the reviews before I ordered. Dreadful customer service.”

Helpful Report

Posted 2 years ago

“I’m still waiting on my parcel to arrive it’s driving me mad as no one answers phone I’ve even emailed you and still no reply ! What sort of company are you I won’t be ordering anything from you again just a night mare !!”

Helpful Report

Posted 2 years ago

“Absolutely nightmare! I wish I had read the reviews before ordering. One item arrived with the metal security tag still on it and another item was the wrong size. I have emailed them a number of times but no one answers. The phone numbers listed "are not available" and there is no other way of contacting them. Will have to speak to my Card Company to get a refund. Avoid Jack Wills at all costs!!!”

Helpful Report

Posted 2 years ago

“Ordered 2 coats for an event and left plenty of time to have them delivered and returned for replacements if size wasn't good. Enter My Hermes, who are the biggest sham of a delivery service ever, told my parcel was delayed for 48 hrs then status never changed, as you cant speak to anyone at Hermes I return to Jack Wills on to be told they would contact My Hermes to get an answer. still being told they are waiting for a response and still no coats or offer to refund my order have been made. I have never had a problem with the brand only that my local House of Frazer holds limited stock, meaning you need to go on line to get the items you want. While Jack Wills continue to use My Hermes you are totally in the lucky dip as to if you will get parcel on time or ever. If you cant get what you want in store DONT BUY ONLINE, im not the only person to have been let down. Total balls ache trying to find info and get refund or replacement”

Helpful Report

Posted 3 years ago

“DO NOT USE THIS COMPANY. I placed an order on 15th October, paying £7.95 for next day delivery. The order was finally delivered 6 days later, but to the WRONG ADDRESS. Despite photographic evidence from their own courier that the delivery was not to my address, they are refusing to refund my money. I have now had to escalate this to Pay Pal as I am not getting a response from their ‘Customer Service’ (irony?) team. AVOID AT ALL COSTS.”

Helpful Report

Posted 3 years ago

“I ordered a puffa jacket for my daughter that should have included a free backpack. This backpack hasn't arrived and wasn't even noted on the order statement. I can't get through to anyone and keep getting generic email replies about waiting for it. I don't think it was included in my order which is false advertising and seriously misleading, not impressed at all”

Helpful Report

Posted 3 years ago

“Because the items on pre order was delayed my whole order was. Customer service is lacking massively. Won’t be ordering again.”

Helpful Report

Posted 3 years ago

“I was about to order several items but not happy to see postage costs added to my order - selected click and collect and again same cost to me to pick up order myself! I then check regarding returns and find I have to incur postage costs to return any items that may not be suitable - if I go to a store and purchase items I can return only for an exchange or voucher- I really don’t know how jack wills is still on the high street or online - this is appalling customer service - I have always purchased items regularly for presents for my family however no longer I’m afraid - I will be looking elsewhere in future”

Helpful Report

Posted 3 years ago

“Purchased jumper from USC store. After one wear and one wash (following wash directions) the jumper has shrunk massively and now cannot be worn. Not very helpful in trying to rectify the situation, given the store is over an hour away each way. A replacement is all I would like, however I’m hesitant that perhaps a new one would do the same…maybe that’s why it was in the sale?”

Jack Wills 1 star review on 6th September 2021

Helpful Report

Posted 3 years ago

“I was very disappointed after purchasing an item was not able to return and get a refund,coz appereantly now they have a new policy due the changing rooms open they can do just exchange or gift cards.....NO REFUNDS of unwanted items!!! I wish someone would advice me regarding this is a store”

Helpful Report

Posted 3 years ago

“Very disappointed I have to pay for my return after already paying £7:99 for next day delivery !”

Helpful Report

Posted 3 years ago

“My worst experience shopping online with Jack Wills I have recieved a wrong item, on top of that I have to pay for my shipping on order of £200 and return postage as well becuase you stopped accepting unwanted items to be returned in your stores. Would never ever buy anything online from you ever again!!”

Helpful Report

Posted 3 years ago

“It’s been 10 months and still do not have the correct chairs - their competitors have them so I would only buy from them as a last resort”

Helpful Report

Posted 3 years ago

“Delivery cost is a joke £5 to have items delivered into their own store ... Also quality of their jeans is not up to the pricing, the crotch rips easily”

Helpful Report

Posted 3 years ago

Jack Wills is rated 1.6 based on 171 reviews