Jac + Jack
ABN: 110000730492 reviews
- True to size
I would never buy from this company again. The quality of their knit garments is very poor and their customer service atrocious. I purchased a jumper from them in June 2026 for A$340. After wearing it on and off for a couple of weeks it started to pill very badly. I sent photos to them of the jumper and of the pile of pill that came off it. Their response was unbelievable. They blamed me for not having cared for the garment properly, in particular, wearing a backpack or an inappropriate jacket that had caused the pilling. They also inferred I had washed it. Neither was true. (They also foolishly attached an internal email chain from their company which mentioned I had only purchased one garment from them. It should not make any difference if I have purchased 1 or 50 garments). I responded saying that I had not mistreated the jumper in any way and I did not appreciate their ‘blame the customer’ approach. I asked them to respond and 2 weeks later still no response. I imagine they think I’ll give up now. They are so wrong.
Follow-up · Customer service extremely poor. Since my first contact with them regarding the poor quality of my jersey, to which they responded with a ‘blame the customer’ email, I have had no responses to my subsequent emails.
- Store Location: Sydney
- Sizing: True to size
The clothing is lovely, and I make an effort to support Australian brands whenever I can. Unfortunately, the customer service experience has not met expectations. If you need to make a return, keep in mind that response times are much longer than advertised. When calling customer service, there is no answer and you are asked to leave your details. Both calls and emails mention a 48-hour response, but I waited weeks and eventually contacted a store directly to resolve the issue. I suggest returning items in-store when possible, as online returns can be difficult. Also, the Melbourne store did not honor the price match for DJ's, so after repeated attempts, I decided to purchase directly from DJ, even though it meant waiting longer for delivery.
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