Jack Wills

More of an issue with their online store. First, I ordered for an in store delivery, only to find out by waking past the store a week later that it was closed for renovations. I emailed JW to ask if my item would still be available to pick up when store reopened, and explain my frustration in the lack of communication of store closure, in which they cancelled my order without asking if I wanted them too. I did not want to have to re-order for next day home delivery, at this stage I just wanted to wait to collect in store. I never re-ordered with them, lost sale, and probably lost a customer going forward.

Second, my girlfirned ordered an in store pickup, took them ages to find it. Turned out her items where in another persons package with that persons name crossed out and my girlfriends name written on, with a different order number.

Third, we ordered sunglasses from Outlet website. Yodel tried to deliver multiple times to wrong address so send them back to JW. JW were very hard to contact via email, phone, web chat. Finally got them to resend, only for them to send the wrong sunglasses (and dirty!). Again, very hard to contact. They are finally sending out correct order, so it could still go wrong once more... We have to take wrong order to local store as there was no return label with the reciept. Inconvenient at every step. My girlfriend now hates JW and prob won't ever shop there again. I love the product and want to buy again (probably not online tho!) but I am very reluctant... Shame.

Quality clothing at a reasonable price, store is well presented with friendly and helpful staff.

Having had an issue with an online order and not getting very far with the customer service team, mainly due to Yodels failures, I went into the store to see if they could help. Working in retail I expected them to say they had no control of online orders, which I'd know to be true. However, the manager Megan was brilliant, she took complete ownership of the issue and resolved it for me right then. Great to see a manager who understands the importance of a great omni channel experience! Thank you

Nice company with good clothing, good quality too! The staff are fantastic and friendly the downfall to this store is its flow of people when you get a few in. It can be hard at times to make your way from front of store to the back dew to the placing of the odd table or two, but hey I'm sure we can over that, but the service is fantastic!
Well done

Great shop, quality clothes honestly priced. Fantastic customer service

If there was zero stars to be given I would have done it. Xmas presents have only be given exchange date by 9th of January regardless of people having COVID and having to self isolate. Won't exchange two tshirts for a bigger size. How disappointing.
Poorest customer service ever.

Nothing against this particular jack wills but ordered something online and was stated there would be a free gift but not delivered. I didn’t like the item ordered anyway and your not even allowed to return I’m store and you have to pay postage both ways. Will not order from jack wills again. A proper company wouldn’t do this 🙄

Love jack wills clothing, the Cardiff branch is nice and spacious