Review Time
hesitate to leave a negative review, but I hope my experience will help others avoid similar frustrations.I can’t comment on the quality of the moisturizer because I never received it. However, I can speak to the complete dysfunction of their customer service and support team.When placing my order, my payment auto-filled with mismatched shipping and billing addresses. I noticed immediately and began looking for a way to correct it. Unfortunately, I discovered that there is no option to cancel or modify an order, even within minutes of placing it.I contacted their customer service team on November 6 to update the shipping address, only to receive an auto-reply stating they would be out of the office until November 11. Oddly, this coincided with a federal holiday, but their shipping partner was not observing it—the order was shipped promptly to an incorrect and incomplete address.When I finally received a response, I was told they could do absolutely nothing: no cancellations, no refunds, and no updates to customer details. Frankly, I’m surprised they even bother staffing a customer service team, as an automated chatbot would likely provide more helpful assistance.I won’t be ordering from this company again. Supporting them feels like enabling a zombie company with no regard for customer experience or operational efficiency.
Terrible recent experience from this company, spent £94 on birthday present for my husband on 5th August, not received, have messaged & emailed numerous times with no reply & can't find a phone number to call them!!, now they have put a message on website that they are closing off ordering, they have effectively stolen myself & other peoples money if not resolved.
I ordered numerous products from this website (UK version) two weeks ago and have not received my order. I have sent numerous emails with no response. My bank has now agreed to step in and will be disputing the transaction with this terrible company to get my money back. Do not use this company’s website (UK). If you want to stick with Jack Black, use Amazon or another reputable company. It’s a shame as I love Jack Black products, but this experience has soured my taste for them and I’ll be trying out a new brand next time.
I ordered over a month ago, and have received no information (shipping, etc) since. I have emailed the UK customer services team multiple times asking for an update, no response. I then emailed the US and international teams, no response. Based on my experience and other reviews, I can only assume this company is no longer operational…they are simply taking peoples money, not providing product, then going unresponsive. Shocking they are allowed to continue selling. Shame, as I loved the products and received them within days of ordering in the past.
I like Jack Black products, but I’ll never order from them again because their customer service is the worst I’ve experienced In years, it takes them a long time to reply to emails and when they finally reply they are very unhelpful. I have ordered from Jack black for the last 5 years.. but now I will find a new brand that actually has employees that are helpful. If you still want to buy their products, then I’d recommend ordering through a different website like Amazon that way you can return damaged items hassle free and not have to deal with Jack Black’s terrible customer service.
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Nothing complicated. Nothing Cosmetic. Just superior skincare. #getjackblack
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