Jack Wills O2

Staff didn’t make me feel welcome

Served by a black guy at the till who was really rude. The machine charged a wrong amount with some discounts weren’t registered. The guy made us wait without saying anything. After a while, I then suggested if we can simply return and try scanning again. He then said “You are slowing me down by talking to you. I know what I’m doing so if you could let me do my job”

Still no answer from customer 'services'. They replied without reading my email properly. Now nothing. Poor quality product and inconsistent sizing. Delivery and returns at customer expense - even when they are at fault. No telephone number. If you shopped with them a couple of years ago, be warned this is a very different company now.

Abigail was excellent and very helpful. Would definitely recommend.

Nice products, few of them discounted but the clearance is just a small discount.

A nice range of clothes, underware and accessories. Although this is an outlet, the discounts aren't that great compared to normal pricing. The clothes are well made and stylish.

The good part: I bought an item served by a really nice, kind and helpful lady (didn’t catch her name, but she was a black, middle aged woman).

The bad part: Went home and washed it first before use. Followed all the instructions provided by Jack Wills i.e. gentle, cold wash. After the wash it was so worn and old. I assumed that the label was correct since the other items I bought specified hand wash, so since this specifically said machine wash I thought it would be okay. Anyways, after the wash it looked really old and worn out and it’s very obvious that the label was wrong and it should have said hand wash.

The worst part: I assumed that Jack Wills would take responsibility for their label mistake and went to the store to ask for a replacement. The man I spoke with was so rude and unreasonable (again, didn’t catch his name but he was a black, middle aged man, with an African accent). He was making all sorts of excuses why Jack Wills shouldn’t take responsibility for this. When he was inspecting the item he didn’t even treat my item with respect. Took it off me and carried it around the store whilst bits of it was touching the floor. Really disappointed with the customer service. And of course the fact that my item looks really old and worn, because of a mistake Jack Wills made.

Of course can’t speak for the whole of Jack Wills, but this was the experience I had with this store and that particular person.

I went there in November and the black guy who was inside the store was really rude and did not treat me like a person, I asked him for a few items but he was being really rude and said that I cannot afford this brand. I tried to ignore the remark but then he continued to be rude and tried to kick me out of store while other customers were present. The staff needs to be trained properly on how to treat customers rather then being rude and saying that I cannot afford to buy anything