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Jack Wills Reviews

1.6 Rating 166 Reviews

12 %

of reviewers recommend Jack Wills

Company Reviews

1.6

Based on 166 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 41%
Accurate And Undamaged Orders	Greater than 85%
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

Jack Wills 1 star review on 9th January 2023

Extremely Extremely Disappointed

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 7th January 2023

Very Very Disappointed

Jack Wills 1 star review on 6th November 2022

Jack Wills 1 star review on 26th May 2022

8

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

“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.”

Posted 8 months 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.”

Posted 10 months 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.”

Posted 11 months 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”

Posted 11 months 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.”

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”

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!”

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.”

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”

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.”

Jack Wills 1 star review on 9th January 2023

Jack Wills 1 star review on 9th January 2023

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.”

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.”

Jack Wills 1 star review on 7th January 2023

Jack Wills 1 star review on 7th January 2023

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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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!”

Posted 1 year ago

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Jack Wills is rated 1.6 based on 166 reviews