Jack Wills Arvostelua 

Lovely get up dates all tbe time

I ordered a pair of joggers from Jack Wills on 26 September 2025 which never arrived despite being notified that they had been delivered. I duly contacted Jack Wills who agreed to send me a replacement pair.

However, to my absolute dismay, I received an email confirming the delivery address as a completely different location from what I entered into their website (both the invoice and delivery address were clearly entered at the time of ordering the item).

I emailed Jack Wills directly attaching a screenshot of the 'order' section of their website evidencing that. I have no idea why they would be sending it to an address I did not enter online and I do not reside at and – as at 11 October 2025 – I am still yet to receive the goods, despite making payment over 2 weeks ago.

Absolutely SHOCKING customer service from Jack Wills.

The items I received looked like someone had already tried them, ripped box, ripped bag that the item should have been in, and having to pay for returns…not a pleasant shopping experience.

DO NOT USE. No stars given.
Appalling. Very unpleasant experience. Sent a different colour and it had a different price to that paid on label.i paid £54.99 and label said £40
Unhelpful. Refused any form of refund. Did not want a £20 voucher as I would have to spend more money to buy something and I might not get what I ordered again.
I find it hard to believe they think it is ok to send out anything they like when you put an order in. It is literally a lucky dip. Appalling, shark like behaviour from a totally unscrupulous company.

When things go wrong - 21 days after ordering EVRI said package damaged. No customer service contact number. The chat is a bot only. Harder to resolve that it should of been

Case Ref: 16003249 – Appalling service

Customer service staff were obtuse, arrogant, and even cut me off mid-chat.

Jack Wills has some of the most inept customer service I have ever experienced. I placed an order as a guest using PayPal, which automatically provided my new address. Despite this, their outdated system somehow overrode the correct details and sent my order to an old address. This was their error, not mine.

When I tried to resolve it through their online chat, the advisor was rude, dismissive, and actually cut me off. Instead of helping, I was told it was my responsibility to fix the mistake directly with the courier — even though I hadn’t made the mistake in the first place.

Their follow-up by email was no better. I was repeatedly told that I had to wait weeks for the parcel to be returned before they would consider refunding me, despite the fact they admitted the item might not even make it back. They refused to reissue the order to the correct address and refused to issue a refund without delay.

This is disgraceful treatment of a customer. Their system is outdated, their processes are unfit for purpose, and their staff show no initiative, accountability, or even basic customer service skills.

Great offer, straightforward order process.
Really pleased.

Having admitted, after two weeks of to and fro with couriers, to losing the two hoodies I ordered, you would think that (like most reputable retailers), Jack Wills would take the opportunity to turn things around?
Alas no, instead of replacing both items (as I specifically requested), they are refunding me the discounted price I paid for one, claiming it is no longer available despite me sending them the item reference for the identical hoodie now available at full price!
So, I am left still waiting for delivery of my best friend’s birthday present, empty handed two weekends in a row!
Review of their after sales customer service would be my recommendation!
So instead of removing my previous 1 star review for lack of assistance….

Purchase delivered to wrong address. Had to go some lengths to prove this. Delivery due in 48 hours, second time, and 10 days after should have arrived later... fingers crossed. They use Evri if interested?

My order came wrong and damaged and with a security tag on it. Tried to get in contact with them online and there is no one available and I have been kicked out the queue because there is a maximum waiting time and haven’t had any luck with that either!

This is the message from the online help.
Sadly, you have now reached the maximum wait time for our chat service. To avoid any further inconvenience and delays we have now closed this chat. Given the exceptionally busy period; we would recommend that you either - try chatting with us in a while; or if your query is not urgent, please try one our other contact channels. Thank you for contacting us today.

Firstly I paid for express delivery and my order never arrived on time. Secondly once it did one of the coats I ordered has been worn and there is acorns and nuts in the pocket. Trying to get hold of customer service is an absolute joke. There is no phone number to ring and you get chucked out the online chat. I’ve requested a refund for the delivery and a free returns label to send all the items back. I’m still waiting to hear back from my email but one things for sure I won’t be ordering from Jack wills again. Absolutely shocking sending out worm items

They have a size guide which you follow. Well you may as well not bother as they aren't to the size specifications they list on there own website. Try to speak to anyone about it and they are not interested as apparently it depends what season is what.. well why have a size guide to follow when it clearly doesn't work and is far from accurate. You have lost a regular customer.

Clothes great quality and fit.
Prices high so I only buy in the sales.
Customer service non existent - no contact phone number or email address.

Item is fine however please give an option as to what service to use for delivery. Evri delivery driver just left the parcel on the doorstep and left, didn't even bother to wait for the door to be answered. We have had parcels go missing before now due to this. This is not legally delivered.

After a few washes the stitching came loose and I had to discard about half. Not same quality as I was used to

I am not impressed that I can’t access my email easily at all to return goods, despite several attempts!
Furthermore, bras ordered were obviously opened and tried on which is contrary to your policy on underwear.
Please feel free to contact me directly to address my concerns

Ver comfortable slippers/ Worth he investment/And my dog, who is a fine connoisseur in slippers adores them...

Paid 40 on clogs now it wants me to pay 33 on shipping taxes 😐

Easy ordering and delivery within timescale and 3 days before final date.

I have bought this for my daughter for a birthday present. I hope she likes it