I specifically wanted a t-shirt which was 100% cotton, rather than a poly-cotton. (Pure cotton is easy to recycle, and, in my opinion, wears better and is less sweaty in hot weather.) The t-shir... See more
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I recently bought a pair of Tapered Fit Joggers, and I am highly impressed. The cotton and linen mix fabric makes them incredibly comfortable to wear. Another big plus was the shipping—the order was d... See more
Commande passée en magasin de Belle-Ile après suggestion de faire partie du Club Jack & Jones pour profiter des réductions. Envoi rapide et soigné en 2 jours. Tout est parfait
Visited Jack & Jones in Medowhall today, received 1st class customer service from Becky W, It’s rare nowadays to come across such a helpful member of staff, nothing was too much trouble helping my hus... See more
Company details
About JACK & JONES Online Shop
Information provided by various external sources
We create a store that has something for every man and every occasion. Each brand is designed by independent design teams with their own ideas for concept and design. Each brand offers a full selection of clothes, accessories and footwear which makes it easy for you to create a complete look.
If you would like to get in touch with our customer service, please go to:
Contact info
Fredskovvej, 7330, Brande, Denmark
- www.jackjones.com
4.4
Excellent
55K reviews
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Good clothes, terrible customer service
I ordered a few shirts online about a month ago and have been trying to return two of them. Because the package contained a Royal Mail return label, I selected Royal Mail return while completing the online return form. When I arrived at the Post Office, the postmaster couldn't scan the barcode because it was too faded.
Since I do not have access to a printer, I attempted to switch my return method to a QR code online, but this option was unavailable. I subsequently contacted J&J via their chat and spent a significant amount of time navigating the chatbot before it finally collected my contact details.
It has now been two weeks since that interaction and no one has reached out to assist me. Furthermore, since the shop does not accept returns for items bought online, I am currently stuck with an unreturnable order. I am disappointed by the lack of adequate customer care, especially when compared to the seamless return processes offered by other brands.
May 17, 2026
Quick service and good products
June 4, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Seems to be a lottery as to what size and fastener you get.
Ordered two pairs of jeans in the same style and size (just different colours). One fit, and one was too big! Also ordered a third pair that stated zip fly but had button fly. Then had to pay £1.99 for the return of mis-described items. Won't be bothering again.
May 28, 2026
Reply from JACK & JONES Online Shop
Hello,
Thank you for taking the time to share your feedback with us.
We are sorry to hear that you experienced inconsistencies in the sizing of your jeans and that one of the items did not match the product description. We understand how frustrating this must have been, and this is not the experience we want our customers to have.
If an item is incorrect or does not match its description, it is important to select the return reason "incorrect/defective item" when registering the return. In these cases, no return fee is deducted from the refund, even if the system initially indicates otherwise.
We apologise for the inconvenience caused and appreciate you bringing this to our attention.
We wish you the best and remain at your disposal through our Help Center under “Contact” on our website.
Best regards,
Customer Operations
great quality and price
June 4, 2026
⭐☆☆☆☆ 1/5
⭐☆☆☆☆ 1/5
Absolutely unacceptable experience.
I placed my order based on the advertised 3–4 day delivery timeframe. Nearly two weeks later, the order had still not arrived, and I was informed that the parcel had not even been collected by Royal Mail. This means the issue was not a courier delay—the order had not actually been dispatched.
The customer service was equally disappointing. Rather than providing a clear delivery date or taking responsibility for the delay, I was repeatedly told to wait longer. When I requested to cancel the order and receive a refund, I was informed that I would have to continue waiting until the following week before a refund could be considered.
Customers should not have to chase updates, spend time waiting in support chats, and then be refused an immediate cancellation for an order that has not even left the warehouse.
Poor communication, broken delivery promises, and inflexible customer service. This has been one of the most frustrating online shopping experiences I have had, and I will not be ordering from Jack & Jones again.
Avoid if you expect reliable delivery or customer-focused service
June 3, 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hello,
Thank you for taking the time to share your feedback with us.
We are very sorry to hear about the delay with your order and the frustration this caused. This is certainly not the experience we want our customers to have, and we sincerely apologise for the inconvenience.
We understand how disappointing it is when an order does not arrive within the expected timeframe and when clear information is not available regarding its status. We also appreciate your concerns regarding the support you received while trying to resolve the issue.
We can confirm that your case has been reviewed by a member of our team, who has investigated the matter and provided assistance regarding your order.
We wish you the best and remain at your disposal through our Help Center under “Contact” on our website.
Best regards,
Customer Operations
Nice product like the quality
May 29, 2026
Great product and well informed about…
Great product and well informed about delivery status all along.
June 2, 2026
Feedback
Good overall. - Just make sure to add a good variety of skinny jeans because there aren’t many in the website. Thank you
June 1, 2026
La motivation de la vendeuse,serviable…
La motivation de la vendeuse,serviable ,aimable et n’hésite pas à proposer différents articles
June 1, 2026
GOATs Greatest of all Time
June 1, 2026
Broek past perfect
June 1, 2026
Super.............
May 31, 2026
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