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 Despite this, their outdated system somehow overrode the correct details and sent my order to an old address.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 Their system is outdated, their processes are unfit for purpose, and their staff show no initiative, accountability, or even basic customer service skills.