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Defy Simple, that is our claim. Everyday we try to become a new and improved version of ourselves, a constant work in progress, learning from past mistakes, listening to our customers, reaching to our suppliers and finding ways to deliver an apparently simple product and business.
Reviews 233
UM
Oct 22,2023My first issue with the shoes was on arrival where I noticed unequal stitching on the two shoes. At first, I wanted to return the shoes. I reported the defect (and left a review on their website hoping that they would look into their quality assurance process) and asked for a replacement. But, given that the replacement process is tedious and the shoes are shipped from abroad, I gave up and decided to wear them. Less than 6 months later, I noticed one of the soles cracked (!) and started falling apart at the heel and the other one showing the same pattern. I reported the issue to JAK, emphasizing that it has been less than 6 months since the purchase and that under the EU law, the fault is presumed to have existed at the time of purchase. Instead of admitting that there is an obvious quality issue with their product, they declined my claim citing "intensive use"(after 4.5 months of normal daily walking!?) not failing to mention how I had left a negative review on their website 4.5 months prior. I will be proceeding by reporting the incompliance with the EU legislation to the Belgian Consumer Protection Authority.
Dorina Bradford
Sep 07,2023I am absolutely thrilled with my Jak shoes - they have exceeded all of my expectations. However, I wanted to take a moment to highlight the exceptional customer service that often goes unrecognized. I recently had to reach out to their customer service team, and they truly went above and beyond. While placing my first order with Jak, I was a bit apprehensive due to some negative experiences shared by others. However, I received my shoes without any issues or unexpected fees, just as promised. Unfortunately, the size I ordered didn't quite fit me, and I had to go through the process of reordering. This time, I was informed by DHL that there would be additional taxes to pay upon arrival in the UK. Initially worried, I decided to contact Jak's customer service with a respectful email outlining my concerns and seeking a resolution. To my delight, I received a response within just one hour. Their team was incredibly apologetic and admitted that a wrong label had been printed for my parcel, resulting in the charges being assigned to me. They kindly requested that I pay the £40.50 bill to DHL and provide proof of payment for a refund. Without hesitation, I promptly paid the bill and emailed the proof as instructed. Much to my surprise, the next morning, I received a full refund for the exact amount I had paid. Jak's customer service team also took the time to send me another email, expressing their sincere apologies for the inconvenience I had gone through and expressing their gratitude for my patience and understanding. This level of outstanding customer service truly sets Jak shoes apart. I highly recommend them not only for their incredible products but also for their impeccable customer support.
Michel
Aug 08,2023I had the best experience with their customer care team upfront regarding sizes. The shoe is just stunning, great quality and nice clean design. Going for a second pair now!
Josh
May 26,2023Terrible customer experience I had to return 2 shoes that were way too narrow and I ended up being charged £70 in return fees. This is ridiculous and no other retailer I buy from does this. Customer experience was not helpful in resolving this. Not worth the risk that the shoes you buy won't fit you for such a crazy fee.
Eva Wildfellner
Mar 11,2023One of the most comfortable and elegant shoes I have in my wardrobe. I am so glad I found them. The stuff is really friendly and helpful and the delivery was really fast. I can and really have to recommend this Brand and Service!
David
Sep 23,2022Received my shoes in 4 days (EU). I really love the look and craftsmanship. After wearing them for over a couple of months I must also say that the quality is great. Unlike many other shoes at the same price range, my JAK shoes still look really good. They show no signs of production issues or surface cracks but instead a nice and natural patina.
james davis
Aug 31,2022I initially left a 5 star review based on the product. This has been revised down to 2 stars based on customer service. I'm in the UK and the Jak website states that duty and tax is paid at checkout. This was confirmed over email. After receiving the trainers, i also received an invoice from DHL for £38 for duty and VAT. After contacting Jak, they confirmed that this should not happen. Long story short - Jak have never taken ownership of the issue and I have had to act as a middleman between Jak and their carrier, DHL. It dragged for several weeks and DHL assigned a debt collection agency and the bill increased to £49. Jak has refunded £39 for me to pay the debt collection agency. I imagine they will refund an additional £10 to cover the cost but the fact I have to accept liability for a debt I do not owe and deal with a debt collection agency is a very poor outcome. I've wasted maybe 2 or 3 hours of my life making numerous phone calls to DHL - again, because Jak never took ownership of the issue. Great trainers, which is why this is not a 1 star review, but sadly I will never buy anything from Jak again on principle.
Prerna Tomar
Jul 29,2022Worst experience of online shopping ever. I asked them about shipping and return charges before ordering, they never told me about the import duties. Later they accepted their mistake and instead of waiving any shipping charges , they said if I want to return I will have to pay an amount for shipping. I asked them to return the order, I ordered 2 shoes, Now I got a refund which is not even price of one shoe. They are not responding on call or mail. To my surprise they only have one person in customer care handling emails and one handling calls. You can’t even escalate it to anyone. THEY ARE BIG CHEATERS. PLEASE DON’T BUY FROM THEM. I am calling you cheaters because when I enquired about any extra charges and I was told there are none. If I buy shoes to try sizes then return is free. It was not mentioned that it needs to be only one more shoe. You are making it such a big deal that I ordered 4 sizes. My intention was to keep one and didn’t want to return and pay shipping fees if the shoes doesn’t fit. The customer rep admitted that they should have informed me about the taxes. Also it should be mentioned while we checkout, saying import duty might imply. If someone like me wasn’t able to find this import duty info and tried asking the customer care then they should inform me. It’s not my fault, It’s yours When I asked that I want to escalate this to someone, then no one even replied to my email. Now I can see you involved but not when I asked on email. You are calling my behaviour aggressive, but from my side I m trying to make you understand that it’s your mistake and since you already had my money I couldn’t do much but to except the refund I got. I paid a big amount for nothing. When you say you are a small business then I would like to mention that I’m also not a very rich person. These amounts matter a lot to me. You should cover the import duty as other sellers do. You should take such incidents as chance to make changes in your process and any improvements that you can do from your side. Eventually it will give you more customers who would want to stay with you.
Christel
Jan 18,2022One of the best e-commerce companies out there. The JAK shoes are wonderful, my husband keeps buying them. For me, they are unfortunately just not the right size (too big or too small). But when I buy them as a gift for my husband, each time they send the package quickly, it is nicely packaged in a minimal way (great for the environment). The returns are really easy and quick too. And customer service is super friendly. I love their communication, minimal and user friendly website and design style. Everything is 5 stars.
MSTARR
May 13,2021NEVER receive my shoes, what a waste of time and money. It has been over 2 months now. WORST delivery service from DHL. Jaks Shoes and DHL now refuses to send my goods just because I refuse to give them my personal prove of ID. This is what Jak Shoes sent me. We can resend the sneakers again, however, you will need to support the shipping costs, plus the customs costs for every day the package was in customs more than 2 months and this had to happen since you did'nt want to provide proof of your ID, they are planning to charge me an extra fees of 20 euros. They keep making excuses about security reasons, but really it's all about control. DHL and Jak Shoes won't mind their own business and they are rude and nosy, unbelievable, what a JOKE ! I will never get my shoes.
Confirmed customer
Apr 29,2021Great service and shoes
Mitchell
Apr 22,2021I recently purchased some sneakers similar to the Royal NZ from a favourite shop of mine called Clements & Church for £350 - these were handmade to order from Italy. As I am too scared to wear those all the time, I decided I wanted an alternative to wear on a day to day basis for work & casual. I ordered all black sneakers from a couple of places previous to JAK, (Arne Clo & Kurt Geiger). Neither of these I was happy with so had to send back. I then came across JAK, which were slightly more expensive than those aforementioned, however they looked incredibly well made and very well presented on the website. A big positive, was that this was one of the only stores who cater for a size 5! When the shoes arrived, I was blown away with the quality of the shoes, and the packaging/presentation. I think it’s brilliant how a company has thought to include 2 different inner soles so you can decide how tight a feel you want on your foot. It was also a nice touch to include a spare pair of laces, dust bag and the personal touch of a thank you note with my name handwritten. I must add, that delivery was incredibly quick too. I was so impressed with the all black Royal shoe, that I ordered the all white Royal NZ the next day! With regards to the shipping, my order actually arrived faster when I didn’t pay for the express service, than it did when I paid for it to arrive quicker. Tracking updates were brilliant all the way from Portugal to the UK. JAK will definitely be my go to brand when I need any sneakers for day to day wear whilst still being able to wear them in smart surroundings such as in the office or more casually. Hats off to JAK who really have made a brilliant product with a premium feel and the service.
Edificio Edipad - N.10, nr 15.- Arm. A16, 2695-671, S. João da Talha, PT
https://www.fromjak.com
Anj
Oct 30,2023These sneakers are just divine…so soft and quality is amazing! I ordered my regular size but they were too big so discussed sizing via email, great advice and support and have returned for an exchange. The return was free. I’ve read the reviews here and a really important point to note here is that JAK have zero control or influence over how customs behave following Brexit. This company pay the fees for consumers….but unfortunately there can be over zealous individuals in customs who just basically make mistakes. I know this as I work in logistics directly with retailers. So please know that JAK do absolutely everything on their side to provide quality products with hassle free delivery & returns!!! I have since ordered another pair in a different colour!! Thanks JAK very much!