Review Time
Ordered four items online at 1040am for same day click and collect.
Still hadn't received pick up notification by 7.50pm so attended at the shop before they closed.
Was greeted by the JD Sports' undisputed rudeness champion. With a huff and a sigh she told me that the order was marked down as cancelled (by them) due to one item out of four being unavailable and should not have attended the shop (probably due to inconveniencing her) until I was notified.
The 1st I knew of this, so I asked if I could just pick up the 3 available items which were sitting on a counter behind her and get a refund for the other item.
With another exaggerated sigh and a shake of the head; she explained that she'd have to get the manager's permission.
Wrote a text on her phone and walked away without another word or even looking up.
I waited for another 15 minutes until someone else obviously embarrassed and feeling sorry for me approached and had my items bagged and refund sorted within 2 minutes. The 1st girl was either having a bad day / bad life or needs some serious customer relations training and should not be in a front line position until then.
I had a sneaking suspicion that she had some deep rooted hatred for the football team colours that formed part of my order, but of course; that can't be confirmed.
ZERO STARS – Disgusting, Aggressive Bullying by Incompetent Staff at White City Westfield – JD Sports is a JOKE!
0/5 – If I could give negative stars, I would. This is hands-down the most appalling, humiliating retail experience I’ve ever endured in the UK – and I’ve shopped everywhere from Harrods to Aldi.
On 25 February 2026, between 8-9pm, I walked into your Westfield London (White City) store like a normal customer looking for On Code shoes. Tried three shoes politely on the shop floor (exactly where customers are meant to), decided none fit, attempted a quick purchase with another item but my card declined. I apologised calmly to the till staff, said I’d return later, and headed for the exit – civil, no drama.
Then this white-skinned male staff member (African appearance) storms over like I’m a thief, aggressively yanks me back, jabs his finger at the shoes, and snarls: “Aren’t these the ones you tried? You HAVE to put them back exactly where you took them from!” No “sir”, no “please”, no basic human decency – just pure, unwarranted hostility and accusation, as if I’d trashed the place. I’d left them for maybe 30 seconds while dealing with payment. Any normal human would say “let me help you with those” or quietly re-shelve. Not this clown – he escalated into full confrontation mode.
I tried to explain calmly – he argued back aggressively, refusing to back down or apologise. The commotion drew a female manager, who – surprise – was just as rude, dismissive, and utterly spineless. ZERO apology from either. Not a single “sorry for the misunderstanding”, “sorry you felt that way”, nothing. They stood there acting like I was the villain for expecting basic respect in THEIR store.
This isn’t “policy enforcement” – it’s straight-up bullying and intimidation of a paying customer. JD Sports clearly hires people with zero training, zero emotional intelligence, and zero respect for the public. From what I’ve seen in countless Trustpilot/Google reviews, this is your company culture: rude teenage/young adult staff who treat customers like dirt, managers who enable it, and head office that ignores complaints until forced.
Under the Consumer Rights Act 2015, in-store service MUST be provided with reasonable care and skill – your staff provided aggression, humiliation, and zero skill. This borders on harassment. I’ve formally complained to , copied to your CEO Régis Schultz, investor relations, and will escalate to Resolver.co.uk, Citizens Advice, Trading Standards, and every review site possible. I’ll also share this widely on social media ) until you address it properly: full investigation (CCTV review), written apologies from the individuals and senior management, disciplinary action, and meaningful compensation for the distress caused.
JD Sports: Your brand is built on hype trainers, but your reality is toxic staff and abysmal service. You treat loyal customers like criminals and wonder why people boycott you? Sort your house out – fire the bullies, train the rest, or watch your reputation (and sales) tank further. This store is a disgrace to Westfield and to British retail.
Avoid at all costs. I’d rather walk barefoot than give this company another penny.
Never shopping at JD again – and I’ll make sure everyone I know hears why.
I placed an order on Saturday.Feb21,2026..Never received confirmation email.Never received a denial of order..I go to track my order.It says can't find order .I called spoke with a rep he said the bank declined my order.That doesn't even make sense cuz the funds have been taken out of my account and pending.He can't tell me why or why I was never told about my order not being placed..1st it will take 72 hours for funds to be released.Then another rep tell me this morning it'll be 5-7 business..I get an email stating it usually takes 72 hours..I'm tired of the run around..I just want my money back so I can order my nephews shoes.This absolutely ridiculous to be holding my funds for days for an order that was so called not placed..JD -5stars
I recently ordered some new footwear and was very impressed with how quickly the delivery arrived. The tracking was accurate and the items were packed securely. The whole process was seamless and the quality is exactly what I expected. Will definitely be shopping here again.
Bought a pair of trainers, last pair in my size. Arrived in a wonderful, timely manner and was initially very happy indeed. Wore them for the afternoon until I noticed that they were not symmetrical. The stitching on one side was a lot bigger than the other when you lace them up so one trainer is looser than the other. Contacted customer services explaining that my size was no longer available but I wished to keep the trainers if a discount could be refunded as they would be unable to resell them anyway because of the irregularities. I even sent a photograph confirming this which you could clearly see. Customer services absolutely did not listen to me and she kept requesting the trainers to be sent back for a refund which I did not want. Told her several times of the same issue which she completely ignored about six times! I asked time and time again to escalate my complaint which she wouldn't do so am none the wiser as she hasnt done, as I, the customer has requested which I was well within my Trading Standards rights to do so. I am now at a loss how to progress the matter further so will have no other option but to report such customer service behaviour to the relevant Trading Standards if a resolution is not met.
Poor customer service and wasn’t very happy when I get charged more then once didn’t even get to speak to a manager had a floor working speak to me telling me it will come back into my bank in 3 days was not very happy one bit
Ordered a tracksuit in October and only the trouser part arrived,no top.
Offered half a refund to keep,like that helps.
So had to return to shop at my cost in time and petrol.
Ordered another tracksuit Feb 2026 and only the top arrived no trousers.
You couldn’t make it up.
JD said due to stock issues they have,they only sent the top, as if that helps in any way.
You would think the best option would be to not send out and contact customer first, even just send a refund m.
But no let’s send out half an item twice in a row.
Offered half a refund as they really want to help me lol.
Again had to return at my cost, a multi million company putting the time and fuel on the customer,leaving the customer out of pocket.
Will I shop there ever again,no
Copy and pasted your standard reply to save you time
Hi,
Thanks for taking the time to review us. If you’d like to discuss the reasons for this review, please feel free to get in touch at …………….
Thanks again for your time,
JD Sports Customer Care Team
Ordered a hoodie on the 5th. Order confirmed. 7 Days later, recieved email to inform my hoodie was no longer in stock. One whole week. Honestly, JD are an absolute embarrassment. The reason I ordered online is because going into any of your stores is the most infuriating shopping experience imaginable.
Exactly same size & colour I order. Excellent customer service. It's a next day delivery. Come early in the morning. They started email from midnight until it's arrived in my door step. Recommended for everyone
I received an item that was stained upon arrival, clearly not inspected before shipping. I reached out to the support team right away and was instructed to return the item, with the assurance of a refund and return postage costs, or a replacement. However, the reality was much worse. It took 14 weeks for the company to process the refund. I never got back the return postage costs, and despite my requests for a replacement, none was provided. I’ve sent multiple emails following up, but have been completely ignored — my messages are just being overlooked. They are quick to take your money, but when issues arise, customer service is nowhere to be found. This entire experience has been unnecessarily stressful, time-consuming, and deeply disappointing.
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