Jack Wills Reviews

Name: Jack Wills
Rating: 1.58

1.6 Rating 165 Reviews

12 %

of reviewers recommend Jack Wills

Company Reviews

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Metrics

1.6

Based on 165 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

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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“If I had known I would be charges £4.99 to make a return I would never have placed an order. Including the £4.99 for shipping I have paid £10 to try on 3 t-shirts.I will never order from them again. I hope the £10 was worth it, Jack Wills.”

Helpful Report

Posted 6 days ago

“Terrible terrible customer service. Bought a skirt it broke very badly within 2 weeks of purchase and I’ve been told there is no way to get a replacement or refund unless I drive an 8 hour round trip back to the store I bought it from. Completely shocked, I’ve never had customer service like it”

Helpful Report

Posted 1 week ago

“Ridiculous delivery costs at £4.99 and then £4.99 to return per single item. Has put me off buying from this company again.”

Helpful Report

Posted 1 month ago

“Awful company to do business with! I ordered a pair of snug boots for a gift, which the company took the money out of my account for. After 10 days (and no communication) I spoke to somebody on live chat about where my order was. They told me they would speak to the distribution warehouse about the status of my order. After no further communication I recieved an unexpected refund leaving me to quickly order another gift from another company (who fulfilled their order within 3 days). I have now recieved several emails (from different people within the company) asking me how they can help...they are clearly not communicating with each other. ORDERING FROM JACK WILLS IS NOT WORTH THE HASSLE!”

Helpful Report

Posted 1 month ago

“Terrible customer service. Brought a pair of wellies online only for them to be faulty (leak in 1 boot) so can’t wear them. Tried numerous times to get through but couldn’t so I paid for them to be returned only to be told they are fine after testing had been carried out. No chance testing was done they arrived back a couple of days later saying we cannot accept your return as they are not in a resealable condition. They clearly don’t listen or read the reason for returning them. I’m done now never buying from them again I urge anyone who reads this to not buy either if you get an issue you won’t get a satisfactory answer.”

Helpful Report

Posted 2 months ago

“APPALLING IN SO MANY WAYS - I will NEVER buy from Jack Wills ever again! - really poor quality items - appalling customer service - website is misleading and return policy is unclear - customer service is appalling I placed 2 orders through Jack Wills and made sure I checked the delivery & return information before I ordered (I always do). First issue - £4.99 for delivery was a bit steep when so many companies still offer free postage. Second issue - The website returns page didn't mention a cost to return so it gave the impression this was free. LIES!!!! When I went to place the returns it went to charge me £4.99! Third issue - On top of that, it says you have to return each order individually. So that's £20 for postage and delivery of 2 parcels which is A TOTAL RIP OFF!!! Fourth issue - To make things worse, their customer service is APPALLIING. First I tried webchat which is just a bot. Then I tried emailing them. The replies I got were from international workers who completely misunderstood my complaint, and whenever I replied to the email it gave me a new reference code, a new person replied, and I had to start again. So that's a total waste of time. So then I tried Facebook messenger. This person understood what I said but 'nothing could be done'. Escalated it to a manager and was told 'nothing can be done'. Completely ignoring when I asked them to feed back that their website is misleading. Completely ignoring my point that I had been duped into paying for return postage when their website doesn't say there is a charge. Each reply has taken 24 hours, so 1 week later and my complaint still hasn't been resolved! Final issue - I was pretty disappointd with the quality of the clothing received. I'm returning most things due to fit/quality. Keeping one thing because it's cheap in the sale, but I know that bobbles in the wash and is poor quality fabric. So based on that I probably wouldn't buy from Jack Wills again. JACK WILLS TEAM - I HOPE YOU READ THIS. I have worked in customer service most of my life, and I always try and approach issues respectfully. BUT YOUR COMPANY IS AWFUL. I fee I have been massively ripped off and totally let down.”

Helpful Report

Posted 3 months ago

“I placed an order 2x size 6 snug boots had no email confirmation no tracking number but they’ve taken the money!! Talk about frustrating trying to contact them - I have sent 2 emails to customer service AVOID and the delivery and return costs are a rip off aghhhhhhh”

Helpful Report

Posted 4 months ago

“There is nothing more annoying than ordering online and paying to then find out the next day that they haven’t got the item in stock. I would like the opportunity to request a replacement item but JW don’t offer this service. No way of contacting them by phone or email. Why are the customer service contact details hidden. I won’t ever purchase from Jack Wills again.”

Helpful Report

Posted 4 months ago

“Bought 4 items and need to return one simply as the size doesn't fit. Tried to start a return 5 times typed in as requested my email address as directed typed in order number as directed and it tells me my order number is not correct. got no where travelled to a store only to be told they cant accept it it has to be sent and arranged online. Very poor service. will not order again. This is the problem with online orders there is no one who will take ownership and take responsibility for the things which go wrong/ An absolute disgrace.”

Helpful Report

Posted 4 months ago

“Placed an order for a gift voucher on 11 th to be delivered via email, 7 days on still not processed, luckily I screen shot the order as they are now telling me I have no order. Trying to get through to customer service is impossible, non of the given numbers work.my daughters birthday is two days away and no sign she will be getting her£30 voucher”

Helpful Report

Posted 5 months ago

“They don't refund delivery fee”

Helpful Report

Posted 5 months ago

“Your service is an absolute disgrace and a total rip of I will never be ordering or buying in any store again Its a total rip of at the charges to send items back as sizes are not correct a size 10 would fit a size 16”

Helpful Report

Posted 5 months ago

“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 5 months 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 5 months 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 5 months ago

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

Helpful Report

Posted 6 months 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 7 months 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 7 months 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 7 months 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 8 months ago

Jack Wills is rated 1.6 based on 165 reviews