i was looking for other complaints for the wrinkles & I did find some. I picked the beige one for my son and the wrinkles were VERY visible and were hard to fix i dont why if its because of the materi... See more
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See what reviewers are saying
+ Nice colours, comfortable for wearing, doesn´t itch on skin, quick delivery - small constructive criticism: I think your t-shirts (regular fit, short sleeves ) could have slightly shorter sle... See more
Despite not available in store, I benefitted from the in store discount. I just put my info on the screen and it was done. You're lucky the item fits well..... I've always had bad experience from on... See more
Overall, I had a good delivery experience. However, I do have some feedback. One of the shirts,(white color ) did not have the proper outer packaging, unlike the other two shirts, which were well pack... 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
59K reviews
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No response 4 months and emailed Anders Gam..
I'm now 4 months into this terrible experience and nothing has been resolved. J&J recieved the payment in May when I placed the order and have yet to deliver. Its not on backorder and I provided all of the order information and screen shot from their app showing the order number and what was replaced. The latest was a response yesterday automated on my last review 10 days after and then an automated response via email. I emailed the head of Jack &Jones directly (Anders Gam) two days ago. I've yet to get a response. I highly recommend that anyone looking this review... DO NOT order anyrhing from this company. How hard is it to ship what was ordered. Jack & Jones processed and took the money. Nothing from management
Unacceptable!!!
8 May 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hello,
Thank you for your feedback.
We’re very sorry to hear about your experience and understand how frustrating it must be to have been waiting for your order for several months without a resolution.
Unfortunately, as no order number or contact details were included in your review, we’re unable to locate your case or contact you directly. If you still need assistance, please contact our customer service team and include your order number and any relevant details so that we can look into the matter further.
We wish you the best and remain at your disposal through our Help Center under “Contact” on our website.
Best regards,
Customer Operations
Over 30 days to delivery my order and 2…
Over 30 days to delivery my order and 2 weeks before the products that i order ed was with 50% discount when i have paid full price.
29 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi,
Thank you for your review.
Unfortunately, some orders are temporarily experiencing longer delivery times than usual due to operational issues at one of the external logistics companies we work with.
We are following the situation closely and the logistics company is working to restore normal operations as quickly as possible.
If you have questions regarding your specific order, please feel free to contact Customer Service here: https://support.bestseller.com/hc/requests/new
We fully understand the inconvenience caused and apologise for the delay.
Kind regards,
Jack & Jones
Customer Service
Have waited over a month for my order
Have waited over a month for my order. J&J blames problems with "logistics partners". Finally received a shipping confirmation 9 days ago, supposedly with a "button" to track the package. No button, and no shipping number! Tried to complain in chat today. Got a shipping number, but no explanation and no human contact. J+J says package "waiting for pickup". Checked tracking. There it says "Awaiting parcel from sender". Chat has sent a request to J&J support. E-mail from there says "Our response time is approximately 5-7 business days." Worst online service ever!
2 September 2026
Unprompted review
Very very long delivery times…!!!!!
Great discount on the items ordered. Then it took a month for the items to be delivered…. Along side the very very long delivery, I experienced the nonexistent customer service with call back after callback requests being not responded too, until the day the items were finally shipped and then then I got messages from the customer service (well thats what jack &jones call it). The communications needs improvement, a simple email stating there is an issue would have helped. It wouldn’t take much…!
1 September 2026
Unprompted review
Reply from JACK & JONES Online Shop
Thank you for taking the time to share your experience with us.
We are very sorry for the exceptionally long delivery time and for the lack of communication and support you experienced while waiting for your order. Waiting around a month for a delivery is far from the experience we want to provide, and we completely understand your disappointment.
We are also sorry that your callback requests were not answered in a timely manner. As you rightly point out, clearer communication and a simple update explaining the delay would have made a significant difference. We appreciate you highlighting this, and your feedback regarding both the delivery and communication will be taken seriously.
While we are glad to hear that you were happy with the discount on the items you ordered, we recognise that this does not make up for the long wait and the difficulty you experienced trying to reach our customer service team.
Please accept our sincere apologies for the overall experience, and thank you for your patience throughout the delay.
Best regards,
Customer Operations
Still nothing delivered! It's been a month...
I've ordered a expensive (€150 euro!)
Leather jacket on august 7. I read on the website that due to issues deliveries take 5 to 7 days. This statement is a total lie and they should have never said that.
Delivery so far is taking over 23 days! Only update I had is that it's ready to be picked up by DHL but it's been like that for almost a week. I've sent a support ticket but of course their customer support takes another 5 to 7 days to respond which is a idiotic amount of time.
I have no update as of yet no communication and im sitting here waiting a month for a package that should have arrived in a week.
Compensation should be given to those waiting this long.
30 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi,
Thank you for your review.
Unfortunately, some orders are temporarily experiencing longer delivery times than usual due to operational issues at one of the external logistics companies we work with.
We are following the situation closely and the logistics company is working to restore normal operations as quickly as possible.
If you have questions regarding your specific order, please feel free to contact Customer Service here: https://support.bestseller.com/hc/requests/new
We fully understand the inconvenience caused and apologise for the delay.
Kind regards,
Jack & Jones
Customer Service
The product quality is trash
The product quality is trash. I bought several cargo trousers.
Product Number: 5715831859721
These broke in four months. Teared seams.
Also for some reason the back pockets are sewed close, why!?
Product Number: 5715602136754
Bit over year and broken zipper. After fixing it, I noticed that the fabric itself is wearing thin. These trousers were not that heavy used.
25 July 2026
Reply from JACK & JONES Online Shop
Hello,
Thank you for your review.
We're sorry to hear that you have experienced issues with the quality and durability of the cargo trousers. We understand how disappointing this must have been.
Our customer service team is now aware of your case, and one of our colleagues will be in touch with you shortly to assist further.
We wish you the best and remain at your disposal through our Help Center under “Contact” on our website.
Best regards,
Customer Operations
It took ages to get the ordered goods…
It took ages to get the ordered goods and communication was poor. When the order finally came, one item was missing and you said it was sold out. That was a lie because I was able to order the missing item in the online store. So I had to pay twise for transport, for products which could perfectly have arrived in one pakcage.
29 August 2026
Wrinkles
i was looking for other complaints for the wrinkles & I did find some. I picked the beige one for my son and the wrinkles were VERY visible and were hard to fix i dont why if its because of the material or what, had i known I should have picked the dark ones like maybe the black or gray. Other than that, jacket quality is good, just the wrinkle issue
25 August 2026
Unprompted review
I’m extremely disappointed with a shirt…
I’m extremely disappointed with a shirt I bought for $60 The shirt is not only feels cheap but also itchy on my skin and after just one use the shirt began to come a part by the cuffs. I have shopped here before like basic t-shirts and shorts for the summer but when u wanna buy something that is in season for the fall or winter the quality drastically changes, selling for sometimes 70$ for a swatter.
11 July 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi,
Thank you for taking the time to share your feedback.
We’re sorry to hear that the shirt did not meet your expectations, particularly regarding the quality and comfort, and that you noticed an issue with the cuffs after only one use. We understand how disappointing this must have been, especially as you have previously been happy with our products.
Unfortunately, as no order details were provided with your review, we’re unable to identify the purchase or look into the matter further.
Thank you again for sharing your experience with us. We wish you the best and remain at your disposal through our Help Center under “Contact” on our website.
Best regards,
Customer Operations
Very disappointing customer service
Very disappointing customer service. My package has been missing for weeks, and Jack & Jones has now confirmed that they consider it lost in transit. Despite this, they have not offered to send a replacement or issue a refund. Instead, I have only been told that they will open an investigation with the delivery company.
I have also contacted the Norwegian Consumer Council (Forbrukerrådet), who confirmed that the seller is responsible for the delivery, regardless of what has happened with the carrier.
I have contacted Jack & Jones several times without receiving a proper solution. I should not have to wait for an investigation between them and their carrier when they have already confirmed that my parcel is lost.
Very frustrating experience and extremely disappointing customer service from such a large company.
25 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hello
Thank you for taking the time to share your feedback with us.
We completely understand your concerns, especially given that the parcel has been confirmed as lost in transit. We appreciate you bringing this to our attention and we apologize for the inconvenience caused.
Unfortunately, as no order number has been provided, we’re unable to check the status of the investigation or confirm whether a refund has already been processed. We kindly recommend staying in contact with our Customer Service team, who will have access to the relevant order details and can provide you with the latest information regarding the investigation and any potential refund.
Thank you again for taking the time to share your feedback. We genuinely appreciate it and hope your case can be resolved as quickly as possible.
Kind regards
Lost money
Still no news of my order place on 5 august.can't contact anyone.just a bot.lost 92 pounds see a lot of other people lost there money.order number OL1209330524
5 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hello,
Thank you for taking the time to share your feedback. We completely understand your frustration. We’re sorry for the inconvenience.
We have checked your order and can see that a response regarding the cancellation of your order and the refund was sent to you by email following your chat with our customer service team. We recommend checking your inbox, as well as your spam or junk folder, for this message.
We truly appreciate your patience and understanding while this matter is being resolved. Thank you again for bringing your experience to our attention and giving us the opportunity to clarify the situation.
Kind regards,
No refund in sight!
Unfortunately had to return 2 items from 3, return process easy, but no refund confirmed even after 15 days of items being received by warehouse. No update as to when refund may be processed. What a shame given the clothes are lovely. But will stop me shopping online.....Shoppers be prepared!
21 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi,
Thank you for your review.
Unfortunately, some orders are temporarily experiencing longer delivery and return times than usual due to operational issues at one of the external logistics companies we work with.
We are following the situation closely and the logistics company is working to restore normal operations as quickly as possible.
As we are not able to find a ticket based on the information provided in the review, please share your order number so we can investigate it for you.
If you have questions regarding your specific order, please feel free to contact Customer Service here: https://support.bestseller.com/hc/requests/new
We fully understand the inconvenience caused and apologise for the delay.
Kind regards,
Jack & Jones
Customer Service
I ordered 3 T-shirts on the first of…
I ordered 3 T-shirts on the first of August! More than two weeks and I still didn't received my order (Order nr. OL1209308736). I understand that sometimes delays happen but this is absurd!!!!
1 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi Daria,
Thank you for your review.
Unfortunately, some orders are temporarily experiencing longer delivery times than usual due to operational issues at one of the external logistics companies we work with.
We are following the situation closely and the logistics company is working to restore normal operations as quickly as possible.
If you have questions regarding your specific order, please feel free to contact Customer Service here: https://support.bestseller.com/hc/requests/new
We fully understand the inconvenience caused and apologise for the delay.
Thank you again for 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
No delivery of order placed Aug 2
No delivery of order placed Aug 2. The custumer service does not respond
20 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi Robert,
Thank you for your review.
Unfortunately, some orders are temporarily experiencing longer delivery times than usual due to operational issues at one of the external logistics companies we work with.
We are following the situation closely and the logistics company is working to restore normal operations as quickly as possible.
If you have questions regarding your specific order, please feel free to contact Customer Service here: https://support.bestseller.com/hc/requests/new
We fully understand the inconvenience caused and apologise for the delay.
Kind regards,
Jack&Jones
Customer Service
I ordered 5 T-shirts on 6 August (Order…
I ordered 5 T-shirts on 6 August (Order No. OL1209334948) and, almost 20 days later, the order has still not been shipped. The order status remains at "processed," despite the website advising customers to expect delivery within 5-10 days due to operational delays.
Delays can happen, but the real issue is the lack of communication and customer support. There appears to be no effective way to get an update or speak to someone regarding the order. Customers deserve transparency and timely responses when delays occur.
6 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi Gayan,
Thank you for your review.
Unfortunately, some orders are temporarily experiencing longer delivery times than usual due to operational issues at one of the external logistics companies we work with.
We are following the situation closely and the logistics company is working to restore normal operations as quickly as possible.
If you have questions regarding your specific order, please feel free to contact Customer Service here: https://support.bestseller.com/hc/requests/new
We fully understand the inconvenience caused and apologise for the delay.
Thank you again for 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,
Return
I returned my parcel on July 29th, and tracking confirms their warehouse received it on July 31st. Despite their system stating returns take up to 14 days to process, nothing has been done and no refund has been issued. To make matters worse, customer support is non-existent. I have been trying for a week to speak to a real person via their online chat, but it loops continuously without connecting to an agent. My emails have gone completely ignored. Holding onto customer returns after receiving them is unacceptable. Very bad experience—I won't be buying from Jack & Jones again.
29 July 2026
Unprompted review
Reply from JACK & JONES Online Shop
Thank you for taking the time to share your experience.
We’re very sorry that your return has taken longer than the expected processing time. We completely understand how frustrating it is to see that your parcel has been returned while still waiting for both your refund and an update from us.
We are currently experiencing operational issues with one of our external logistics partners, which have unfortunately also affected the processing of some returns. We want to assure you that this is not a case of us intentionally holding onto your return or refund.
We also sincerely apologise for the difficulties you’ve experienced trying to reach our Customer Service team. We understand that not being able to get the assistance you need only adds to the frustration of an already delayed return.
We’re very sorry that your experience with JACK & JONES has been such a disappointing one.
Kind regards,
Customer Operations
I sent my items back on the 29th of…
I sent my items back on the 29th of July. My items have been received and marked on my order as returned. I am still waiting for my refund. I’ve submitted two tickets asking for information on my refund with no reply. I’ve even sent an extra email to a service ticket to follow up the ticket. No reply. AI 24/7 support is useless and everyday the 24/7 live support day is changed on the website. Cant contact anyone. And id like my refund. Shambles. Wouldn’t use the site ever again.
18 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Thank you for taking the time to share your feedback.
We’re very sorry for the experience you’ve had, both with the delay in receiving your refund and the difficulties you experienced trying to reach our Customer Service team. We completely understand how frustrating it is to see that your return has already been received and registered while still waiting for your refund and an answer from us.
I can see that our Customer Service team has now responded to your enquiry and is assisting you with the refund.
We sincerely apologise that it took so long for you to receive the support you needed. This is not the level of service we want to provide, and we’re sorry for the frustration and inconvenience this has caused.
Kind regards,
Customer Operations
Shambles of a company
Despite the fact that an order placed over a week ago hasn't been dispatched they keep emailing me telling me to order more. I didn't get a message saying orders are delayed until the checkout completed. There is no way to speak to a human and the AI leads you on a merry dance of ways not to let you speak to an agent. Shambolic company which I normally shop in store with. They won't have another penny from me
10 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi,
Thank you for your review and feedback.
Unfortunately, some orders are temporarily experiencing longer delivery times than usual due to operational issues at one of the external logistics companies we work with.
We are following the situation closely, and the logistics company is working to restore normal operations as quickly as possible.
We fully understand the inconvenience caused by the delay and the frustration this has caused, especially when you have been waiting for your order to be dispatched. We sincerely apologise for the experience and for any additional frustration caused by our communication.
If you have questions regarding your order, please feel free to contact Customer Service here: https://support.bestseller.com/hc/requests/new
We apologize for any inconvenience caused.
Kind regards,
Customer Operations
I've been waiting for 15 days since placing an order
I’m contacting you regarding my order, which I placed 15 days ago. Unfortunately, I still haven’t received the parcel, and the order hasn’t even been shipped yet.
Could you please check the status of my order and let me know why there has been such a delay? I would also appreciate an update on when I can expect the order to be shipped and delivered. And i'd also like to mention that it's completely unreasonable that I've been waiting for 15 days since placing an order for more than 300€
17 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi ,
Thank you for reaching out, and I'm sorry to hear that you're still waiting for your order.
Some orders are currently experiencing longer delivery times than usual due to operational issues affecting one of the external logistics companies we work with. It is affecting deliveries from one of the distribution centres we use and is unfortunately resulting in delays for some orders.
The logistics company is working to restore normal operations as quickly as possible. Your order will be shipped as soon as our external logistics partner is able to process and dispatch it, and you will receive a confirmation once your order has been shipped.
We apologise for the inconvenience and thank you for your patience and understanding.
Kind regards,
Customer Operations
Bestseller online stores
If I could give 0 stars I would
If I could give 0 stars I would, absolutely useless company. Multiple request submitted and never received a response. The online AI constantly changes the human agent hours, clearly a method to hide the fact that there are no agents. 11 days later my order has still not been dispatched. Unacceptable, avoid at all costs. I will be charging this back with my bank and taking this further. 0 communication and false information everywhere/constantly being created by the AI.
17 August 2026
Unprompted review
Reply from JACK & JONES Online Shop
Hi Miles,
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and understand how frustrating it must be to have been waiting for your order while also feeling that you haven’t received the support you needed.
Unfortunately, some orders are temporarily experiencing longer delivery times than usual due to operational issues at one of the external logistics companies we work with. We sincerely apologise for the delay and for the difficulties you experienced when trying to reach our Customer Service team.
Our Customer Service team is now aware of your case, and a colleague will contact you directly to assist you further.
Thank you again for 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
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