Jacamo Avis 

I ordered two pairs of jeans on 26 November 2025 and chose collection from my local Post Office. Evri failed to deliver, so I phoned Evri customer support and they said they’d chase it up with the driver. After that, Evri emailed me twice: one message said they couldn’t deliver for one of several possible reasons and the parcel would be returned to Jacamo, and the next confirmed the parcel was lost.

I then phoned Jacamo to arrange a refund. The agent I spoke to was rude, talked over me, and every time I explained that Evri had confirmed in writing that no delivery was made, she kept repeating “our tracking shows delivered” and refused to help. It felt like blatant gaslighting: ignoring the evidence, twisting what I was saying, and treating me like I was trying it on.

I was told to wait 10 days, which I did. It’s now around three weeks, and despite sending further messages (and receiving replies), Jacamo keep refusing to refund me even though their courier has admitted the parcel was lost.

This is not how online shopping is meant to work. Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, the retailer is responsible for the goods until they’re actually received by the customer. If their courier loses the parcel, it’s Jacamo’s problem — yet they’re still holding my money.

Do not buy from Jacamo. In my experience, they’ll happily take your money and then stonewall you when something goes wrong.

Extremely poor service. I was offered a credit account and placed an order. After weeks of "processing" my order I contacted them to enquire about my order. they assured me it will be dispatched so I placed another order. Still not delivered, I submitted a complaint and without any kind of communication they cancelled both my orders and removed my credit. All this just before Christmas. Would definitely not recommend using Jacamo.

This is the third time I bought from this company and the third time I have not received my items it's right near Christmas now and said they were refund me I have to wait up the 14 days to get my money back and I'll have to go somewhere else to the shopping again out in Easter this year same thing again and again before that this will be the last time I ever used this company to buy clothes I recommend keep away

Rubbish App and customer service, tried to use live chat( impossible)… tried to email( asks you million questions before you even start).. so phones was met by a call handler who clearly couldn’t be bothered to talk to me… I was enquiring about my return , on my email it states 5 days and I have now been told it’s 14 days.. mis information… DO NOT send out emails with wrong info then..

Second order in a row that has not been delivered.
Last time they tried to charge interest on goods that I had not received.
Impossible conversation with foreign call center.
I pay additional fee for delivery which is a joke because they never deliver.
Happy to meet them in court this time because I'm not spending hours on the phone on premium rate numbers.
Used to be such a good company but obviously putting profit before customer service.
Antony Allsop

I previously shopped with Jacamo regularly and was always very satisfied with both the quality of the products and the level of customer service. After several years, I recently returned to the website and ordered a pair of jeans.

While the colour, length, and overall fit were good, the waist was extremely low. Each time I bent down, it left me uncomfortably exposed, making the jeans impractical to wear. As a result, I contacted customer services to ask for advice on alternative jeans with a higher waist rise.

After waiting to get through, I spoke with a customer service representative named Matthew. Unfortunately, the service I received was very disappointing. Matthew appeared to have very limited knowledge of the products and was unable to answer basic questions regarding fit or how to identify higher-waisted styles when ordering online. His only suggestion was that I order a smaller size, despite me explaining that the current size already left me exposed and that a smaller size would clearly worsen the issue.

I politely asked whether I could be transferred to someone with more product knowledge who could advise me on suitable keywords or styles to avoid low-waisted jeans in the future. I was placed on hold for approximately 12 minutes, only to be told again that the only advice available was to order a smaller size.

I am extremely dissatisfied with the level of customer service and surprised by the lack of product knowledge provided. Sadly, this experience has put me off shopping with Jacamo again, and I will be taking my custom elsewhere to a retailer where staff are better informed and able to give accurate advice

the website is easy to use. the only issue is that i applied for Jacamo credit and was preliminarily accepted. then after a check, i was accepted. i signed the forms and was approved. i ordered 2 gift cards (within the credit limit) and not even 3 mins after the transaction, my order was cancelled. this was due to an automated “creditworthiness check”. so why would you approve me and then cancel? you should actually look through the file before you get somebody’s hopes up.

Excellent and brilliant

Shocking response service I have emails five times in two weeks about my order which was ordered four weeks ago.

Thanks for the reply, are you going to give an email address? I am not putting all that personal information on here, the fact you have asked for it here is alarming.

This is the worst company I have had the misfortune to deal with.
It is 18 days since I placed my order and paid.
I have not received my order and they don't reply to my emails. I've been chasing them regularly for over a week.
Appalling service. Be warned and avoid

Update- it's now 21 days since I placed my order. The courier has confirmed they lost my stuff but Jacamo have yet to refund me.
There is zero customer service with Jacamo. The courier had the decency to apologise - but my transaction was not with them.
Jacamo are a disgrace

Edit - 23 days now and no refund from Jacamo. I sent Abigail my details within an hour of her request below but have heard nothing since. Shocking

Edit - on day 24 I got a refund. Credit where it is due and all that. So if something goes wrong you might get your money back after 3 to 4 weeks, but it's not known whether contacting them has any impact on that. If that sounds ok to you go for it. As for me, I will not be ordering again

Liars!

Cancelled my order saying it was a bank issue, lies.

The item is out of stock. Really great for xmas, thanks.

40 odd people in queue to complain via online chat says it all. They took no responsibility and gave no explanation and then started talking about credit checks to deflect (direct debit payment, I've made loads over black Friday, no issue, now it's my fault and nothing to do with being out of stock).

Will be first and last experience, their inability to take responsibility is pretty embarrassing.

I ordered a Jacket on the Jacamo website; their partner / supplier, JD Williams, sent me the wrong item. I returned the item to JD Williams, and they confirmed receipt of the item on November 17th. I have been chasing my refund from Jacamo for weeks now, and I have yet to receive it. I have provided the evidence supplied by JD Williams that they have received the goods I returned, and Jacamo is claiming they haven't been returned. Absolutely awful service - not worth the hassle, shop elsewhere if you can.

1st time ordering with this company and I was very anxious due to all the negative reviews . Evri were slow to deliver but arrived in perfect order. Will definitely buy again.

Rubbish I will never be buying of you again .
You state what customer has brought off you.
Just send a nasty text .

Order was claimed to have been delivered by Evri who just left it on the street and took a photo!!! Jacamo refuse to enter into any conversation other than auto generated responses. Evri are beyond useless and do not want to know either. Don't waste your money on this company, they should be shut down for stealing peoples money.

Placed an order on the 30th of November. Received no tracking information - nothing. Spoke to jacamo numerous times who keep fobbing me saying ‘some suppliers don’t give tracking information’. I just want to know where my order is and if it’s even coming. Otherwise I want a refund.

Complete rip off, my item wasn’t delivered by Evri who have said they returned to the supplier, complained twice and asked for my monies back yet they still keep sending emails saying “We hope your order is to your satisfaction”. This company is now a con, do not be fooled.

Absolutely appalling experience, ordered a sweatshirt on the website , they delivered a jumper (not the correct item ) , tried again and yet again they delivered the wrong item . Ok tried to call them, 1 hour still not getting through, a online chat is a absolute Joke. so last resort I will email them . Two emails now and not one reply , I tried to do a return but due to returning the 1st wrongly sent item the system will not let me send the 2nd wrongly sent out item .. I STRONGLY ADVICE YOU TO THINK BEFORE YOU ORDER, The worst online shopping experience ever.

My parcel should of been delivered weeks ago by Evri it never arrived Evri said go to jacamo and tell them your parcel is lost Jacamo has no customer service at all it’s now saying the parcel was delivered and they will take my money Evri has not delivered this parcel they marked it delivered at 11.28pm just recently and no parcel or person showed up on my security camera the service between Evri and Jacamo is appalling they need to be closed down
I can see Jacamo has replied but I’m not putting sensitive information on this platform that’s just not acceptable to think in this climate that it’s something you would ask me for