J & J International, Inc.

Review: I ordered a part for my refrigerator and the company sent the wrong part. I called to request a mailing label be sent to me so I did not have to pay for the return. I was told that the person able to authorize the return was not available and I would have to call back on another day. In the meantime the employees sent me a shipping label by email and the new part, but did not let me know about the label. I called back several weeks later unaware that the label had been sent and was told it was past their 30 day return policy and they would not accept the item back or give me credit. I called several times to speak to a manager who refused to help and was sent to the escalation dept. where no one answers the phone or returns calls. I have called 3 times.

I simply want to return the incorrect part they sent me and receive a refund for the part as well as shipping. The 30 day return policy should not apply to a mistake the company made. the claim policy states "Incorrect item claims contact customer service within 5 days", which I did.Desired Settlement: return the incorrect part they sent me (at their cost) and receive a refund for the part as well as the original shipping and handling charges.

Business

Response:

Dear [redacted],

I will send you a shipping label to your [redacted]@gmail.com. So you can send the part back to us free of charge . once I receive the part I will credit you back $35.62 to the card you used to make the purchase.

Thank you

Director of Operations

J&J International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On Nov 18, 2013 I called samsungparts.com (aka J & J International). I told them that the computer cord had been chewed by a puppy and I needed it replaced. I was asked my model # to the computer, they found the cord and shipped it. We have replaced other computer cords in the past and the ENTIRE cord was sent to us. So, I thought nothing to the fact that the employee [redacted] never asked more about the cord. I received the cord, and it was only 1/2 of the cord, and it was the wrong 1/2. I immediately called them and explained the problem. The guy was great, reordered the correct part and said there should be NO problem in getting my ENTIRE purchase of $23.65 refunded to me. I just had to call back the next morning. I did this, was given a return authorization #. I then asked about being sent a [redacted] or [redacted] slip for them to pay for the return. I then found out they were not going to pay to have the incorrect item they sent returned to them and were not going to refund my entire charge. I then asked to speak to a supervisor. I left a message on 11/21, 2 on 11/22 & was told on the second call that I would be called back on Monday 11/25. I then called again on 12/10 as I was on vacation & was told I would get a call back in 45 minutes. I called for the 5th time today 12/11 and again explained my problem. I spoke with [redacted] who took my order ( she was very rude & defensive). I again asked to speak to a supervisor and left yet another message.Desired Settlement: I would like my entire charge on my card refunded $23.65 ( order # [redacted]) & I would like a prepaid return slip. This was not my error. If there are 2 parts to a cord, please let us know. Once I gave my model # to you, I expected the company to know what to send and/or ask.

Thank you,

Review: Ordered part online from website ... Part number [redacted] .... Vendor shipped wrong part number and confirmed on their own invoice as a different part number [redacted] Requested full refund as the company shipped the wrong part. However, the company took over 4 weeks to acknowledge defect and item was returned. However, they are still charging me for the shipping and handling $11.25 when it was completely their mistake. The service personnel were rude and in accommodating. . Request full refund of $11.25. Thank youDesired Settlement: Refund on credit card or check mailed.

Business

Response:

The remote your order on line on our website was replaced by the alternate part. The remote that came with your tv was not available .Samsung sends us alternate remotes with more current tv models that are compatable and work you tv. Some of the buttons many be in differnt places. The touch pad pattern may be differnet . You recieved the part did not want it so a free shipping label was sent to you send it back free of charge. I paided the return shippping. I see you also did a charge back on the credit card you used to make the purchase. Shipping and handling is not refundable on purchases that are not defective.

Credit was issued for $25.90 the price of the part only on 12/03/2013 . I also sent a free shipping label to retrive the remote for your credit.

Review: On October 21st 2014, I had ordered T-Con board for my TV through the J&J International over phone. Since I did not know exact part number, I had talked to Ms. [redacted] (Sales Rep @ J&J) and had given all the details about my TV. She ordered the part and payment of $174.30 was processed by her. However the part I received was not the correct one. I called back on 10/30/2014 and spoke to another sales rep Ms. [redacted] and explained her the problem. She verified all the information again and confirmed that the previous rep made a mistake and she can order the correct part. She also assured me that the credit for $174.30 will be posted back into my credit card after they receive the wrong part back. Ms. [redacted] processed new order for correct part and charged my credit card $172.06 at that time. I returned the wrong part via UPS (Trk# [redacted]) and it was delivered on 11/04/2014. I haven't got the credit back as of today. I've been calling J&J for the last 3 days and they keep telling me that their server is down. I went on their website and noticed that their website is perfectly running. Also, when I called and spoke to representative in Sales dept, he said he can process orders for new purchases. This seems fishy to me. Please help resolving my issue. Thanks [redacted]Desired Settlement: Full refund of $174.30

Business

Response:

Dear [redacted]I have crediedt you back the entire amount of $174.30 to your credit card you made the purchase with. credit date was 11/21/2014. Discover - xxxx[redacted] (03/2018) - [redacted] This will complete the claimThank you [redacted]Director of operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased an ice maker replacement for my Samsung refrigerator which gave me a hard time since the day I purchased it. A couple of days ago it stop completely and it no longer works. I contacted the company I purchased the ice maker and they told me that they cannot do anything because supposedly the warranty expired. It hasn't even been six months and the ice maker stop working completely. This ice maker gave me a hard time since the day I installed it in my refrigerator until it finally stop working a couple of days ago.Desired Settlement: I want a replacement because clearly the item was defective since day one when I installed it.

Business

Response:

I will exchange the ice maker for you. I will send you a shipping label via e-mail so shipping will be free back to me. Please package the ice maker so it does not get damage in shipping. Once I received the defective part I will ship you another brand new ice maker.

Review: In October of 2013 I ordered a Samsung TV stand. They sent me the wrong TV stand. It didn't match the part number on the invoice. I called and explained the problem as was told to return it at my expense and they would send me the right one. I told them I was not at fault. They were. I had to make numerous phone calls to get this resolved. The supervisor never seemed to be in. Every clerk told me something different when I would phone. They finally agreed to reimburse the shipping I was going to have to pay for the return. When the second TV stand came, they sent the wrong one again. It did not match the part number on the invoice. As a matter of fact, the resent the same wrong one! I called again, by now it's December 2013. I demanded to speak to the supervisor, but again, he was never in, mo matter when I called. He never returned my voice mails either. The clerks told me to return it and I would be reimbursed for the shipping for the return. I explained that I had, had enough and wanted to be credited in full for the original amount of the TV stand and the original shipping. I was assured that as long as I sent along a copy of my shipping return costs, everything would be reimbursed. When I phoned January 22, 2014 to check on the matter. I was told that I would be credited $128.90. That number is wrong. I paid $159.47 for the original stand and shipping and then another $64.00 for the return shipping. I never received the goods I ordered. The mistake was theirs both times. I deserve to get back everything I paidDesired Settlement: I expect them to repay me for all my costs as soon as possible.

Business

Response:

I will refund $90.80 for the remaining shipping and handling due back to the customer to settle the claim. The refund will go back on the credit card that the purchase was charged on Mastercard - xxxx[redacted] (10/2014) - [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I ordered the parts for a speaker bar almost six months ago. The company sent the wrong part. I returned the part and discovered an error in the owners manual. I informed [redacted] and J& J international of the error. [redacted] got on the phone with J & J and spoke to a lady named [redacted] who through explanation finally understood what I was telling her. Then she assured me they would straighten it out. Then Someone else took over my case a guy who's name I can't recall. I then had to explain to him the problem then he said he understood the problem but that part was on national backorder. they finally send me the part for the second time wrong part. tried explaining again I need the female p-cap that fits the main part of the speaker but the error shows that it fits the speaker part instead of the main part. Three times I've received the wrong part and so much time has lapsed they wont even issue a return label AGAIN. I have five part numbers AH96-01908A which they insisted was the right part but I've only received the wrong part. There is also AH96-01907A, AH96-01908B, AH96-01907B, then upon calling [redacted] again they said the part number was AH96-01908N. Which is not even in my owners manual. So my complaint also extends to [redacted] themselves for an erroneous owners manual. which can be seen on page seven and page twelve. It shows the P-cap for the speaker as having a female end while the end of the speaker part also has a female end. unfortunately the female end is the one I cant seem get. The part I need is called Assy Cover P-cap Main no matter what the number is. it has a female end. My money was only refunded when I disputed the charge with the credit card company. after I felt that [redacted] had forgotten about my order. They promised to send me the right part after I sent them back the wrong one that was the second time. I have the third wrong part here.Desired Settlement: I just want the right part to put my speaker bar on stands.

Business

Response:

Dear customer

I have tried 3 times to send you the correct part each tome it is not correct. I ordered the part from [redacted] parts. I have had a part research specialist looking into the matter. Now I am told the part is not available. The female p-cap is the issue I know. I have made another request and sent that to South Korea. I am waiting on the final word on this part.

Thank you for your patience

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I called the [redacted] Corporation they told me you were ordering the wrong part from them that they had changed the part number to : AH96-01908N. I can only assume in response to the error in the owners manual. I informed J & J International of this yet they still managed to send me the wrong part for the third time? If I the consumer found this out, what more then should a company do who is supposed to be a supplier for that Corporation be capable of? I would expect more as a consumer. I only want the part that I've been trying to get for six months now.

Regards,

Review: At J & J's recommendation about the problem with our TV I ordered a Samsung DLP Lamp.The lamp arrived in damaged exterior and interior boxes. The exterior box was larger and had no packing to keep the interior box from banging around during handling and shipping.The Lamp was missing a mounting screw.I contacted the Company who explained their damage process.They requested photos of the damaged boxes, etc. which I sent to J & J. Several days later a UPS driver came unannounced to my door requesting the lamp.We were not notified that J & J Int.,Inc. was sending UPS to pick up the lamp.I gave the lamp to the UPS driver.I questioned who was paying for shipping cost and he said " not you". The lamp arrived at J & J on 6-16-14.I spoke with [redacted] at J & J after the lamps arrival. I advised [redacted] that we wanted a full credit to our credit card for $142.73. I told her my husband didn't want to put the lamp in the TV for fear that it was damaged and could cause problems. [redacted] stated that we should receive the credit within 5 business days. We know longer have the lamp and do not wish to purchase a new one from J & J as this experience has been more trouble than we need to deal with again. As of today, 6-26-14 we do not have a credit for $142.73 to our [redacted].Desired Settlement: A credit of what we paid to J. & J International, Inc. for a TV lamp including shipping and handling that J & J took back. The total amount paid and charged to our credit card was $142.73.

Thank you for your assistance in this matter

Business

Response:

Credit was issued for $119.00 price for the lamp purchase on

06/25/2014 back to the credit card used to make the purchase. [redacted] card ending in [redacted]. I will credit back

shipping and handling also the total is $22.74 for the total amount paid of

$142.73 to settle the case.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Ordered a [redacted] TV stand for $69.70 plus $42.21 in shipping/handling fees (because it is big and heavy) and it arrived damaged. The corner of the TV stand had been chipped. After emailing and calling J&J that I needed a replacement, they stated they would get back to me but I never heard anything. They decided to ship another TV stand to my work address but they never informed me of this plan so I had no idea a new stand was being shipped. The package sat at my work mail room for weeks until someone finally advised me of the 2nd shipment. As soon as I opened the package, I noticed this one was damaged in transit again, same problem the corner was chipped. I called J&J again and asked for a discount or to refund my money. They stated that due to me not calling them within 30 days of delivery, that I was out of luck. I stressed with them that I had no idea they shipped the item and that they needed to take care of the customer. A supervisor got on the phone and she was rude and told me I had no rights to anything and hung up on me! I simply could not believe it.Desired Settlement: I refuse to pay full retail price for something damaged. Then to ship me another damaged TV stand and treat me the way they did was horrific. The only way to rectify this situation is to refund me in full for the TV stand and the shipping/handling fees immediately.

I am wondering if they ship used/damaged goods all the time and charge full retail prices. Seems like a shady company and they are supposed to be an authorized [redacted] parts dealer! How will [redacted] react when I file a complaint with them as well. We will find out I guess.

Business

Response:

I shipped the first order to this address[redacted] and it was damage so I file a damage claim with carrier [redacted]. I shipped again same part to same address. [redacted].

Review: Provided company with model and serial number of my Samsung refrigerator and ordered 2 replacement doors. They sent one correct door and other door was for a different model. Had incorrect door installed by local company which cost $261.70 and then had to have it taken off. They charged $135.00 shipping and $5.50 handling to ship both doors. Returned the incorrect door and they only refunded the cost of the door. Requested that they refund the shipping cost and they said no. This company will not return phone calls or emails. They said Samsung had wrong part no. listed as replacement. Ordered correct door from another company because it took so long to get a reply from [redacted]. It was not my fault that they sent the wrong door because all I supplied was my model and serial number. They have horrible customer service.Desired Settlement: Refund of shipping and handling costs for the incorrect part.

Business

Response:

Dear valued customer,I shipped two doors one door was correct and fit. The other door was not the correct door. I am will to give you back $67.50 half the shipping cost. I am sorry for the mix up in the part. But I can refund half of the shipping cost to your credit card on file. Would you accept my offer?Thank you

Consumer

Response:

I am rejecting this response because: Total shipping and handling was $140.50. Half of this is $70.25.

Business

Response:

Dear customerI will refund the $70.25 back to your credit card on file. To settle this claim. Will you except this offer?Thank you

Consumer

Response:

Review: I sent an email in which I can provide to the company asking for a very specific part. It was a white replacement s pen for the Samsung 10.1 Galaxy Note 2014 edition model sm-p6. There exact response was was a reply back via email stating, "Here is the link of the part you are looking for:" and provided the link. I clicked on the link. It had no picture the description was s pen accessory sm-p600. So I ordered it. When I got it, it was a black s pen not a white one. I specifically stated I wanted a white one. So when they sent me a link to what I specifically asked for and there was no picture or option for color selection one can assume that it is the correct item. I called the company immediately when I received the wrong item. I ended up getting a ra# with an email for a shipping label. I sent it back immediately. It took a few weeks but they ended up crediting my credit card for the spen but not for the shipping charges. I called several times about this and was very nice about this. Every time I called and talked to someone they would say it's not their policy to refund shipping and handling. I would say I understand this except it was not my fault that I ordered and received the wrong part. In my email I was very specific and they provided a link to an incorrect part. Then in every phone call they would transfer me to the escalation desk. I would leave a message explaining the problem and I would never get a return call or email to address the issue and resolve it. I have called many times and have been very nice about it but my last called I let them know I was not happy! I ordered this the end of November and called immediately when it was received to resolve this and it is now the end of January and this company has not responded at all. I have contacted my credit card company to dispute the charges as well.Desired Settlement: To refund the $11.25 shipping and handling. This is now not about the money, it's the way the are conducting business and have refused to contact me.

Business

Response:

I will refend the shipping and handling charge back to the customer today in the amount of $11.25 as customer request to settle claim

Review: Samsung's parts jockey-J&J International,Inc was contacted by my wife to please send a replacement battery for a small cam-corder we bought several years ago. We received a package from them two days or so later but it was the wrong part, instead of a battery which by the way is almost exactly one inch cubed in size for the unbelievable cost of $59, which we paid them for before they sent it. Instead J&J sent us a Charger that doesn't even go to our cam-corder. When we called them about the problem they asked us to take a picture of the mis-sent part, then send it to them via email and wanted us to include order number, invoice number and part number, which we did right away. About a half hour later the young lady from J&J calls back to let us know that they made a mistake and would 1) send us a envelop with the proper routing number so that we could 2) send their "mistake" back to them which we agreed to do, of course. NOW HERE IS MY COMPLAINT: J&J refuses to send us the battery which we paid $59.97 for up front, until they get their mis-sent part back safe and sound. They actually had the gaul to offer another option: that we tie up another $59.97 and pay for another cost of what they should have sent orgionally. I think that holding our money hostage in lieu of the described circumstances is an extremely bad business practice and may even verge on being illegal. We gave them our money without having their product, and what we got was not the product we paid for. That was their fault not ours. Now we call them and tell them of the problem and they, in essence, with our money in their bank, tell us that they still don't trust us enough to go ahead and send what we trusted them to send, until we work further to straighten out their problem. Not until they get their (unusable to us) part back will they send us the one we paid for while it was in their hands. All the while we keep getting closer and closer to our flight time to leave on vacation.Desired Settlement: In a case like this, J&J International,Inc/Samsung or any other domain, should immediately have to send the part or product that the customer paid for so as not to further inconvenience them any longer. We trusted them with our money before we got their part. They made the mistake so as a result, as in this instance, they should now have to trust their customer while sending them WHAT THEY PAID FOR IN ADVANCE ! ! ! IT IS CALLED DOING BUSINESS "IN GOOD FAITH" period. The opposite of that is called HOLDING WHAT THE CUSTOMER PAID FOR IN HOSTAGE UNTIL THEY FIX A PROBLEM THAT THEY DIDN'T CREATE ! ! !

Business

Response:

Dear customer

I sent a return label on 5/23/2014 12:13:08 PM] for free shipping back to the waerehouse to exchange incorrret part with correct part customer never sent back the wrong part to make the correction. Customer would just have to attach label to the iincorrect parts package and send back. Then I will send back correct part to customer.

Review: I bought 1 Samsung SL-M2820DW printer at Staples on 09/12/13. Toner ran out the first part of March 2014. I ordered a Toner Cartridge for this printer on 3/19/14). I received package several days later (invoice date 3/26/14. I opened my package and attempted to put the cartridge into my printer. It would not go into the slots. It was obviously not the correct cartridge for my printer. I called J & J and told the lady it did not fit my printer. During this conversation she put me on hold several times when I would make a statement or ask a question. She asked me several questions and on about the fourth or fifth she asked me if I had opened my package. Of course I had, how else would I have known that it didn't fit. She asked me why I didn't notice it was the wrong part number. I did not know the part number because this cartridge was actually replacing the factory installed cartridge which was a one of a kind. Ironically, I had asked the person that took my order what the part number was for the cartridge being mailed and she would not tell me. She told me since I had opened the package I could not return it. I said "no way". After some more holds she said she was going to email me a return label. I mailed it to them. 14 days went by I called and the guy told me the same thing about opening and no refund. We talked and he talked to someone and he told me they didn't have a cartridge for my printer and said he was making an adjustment to my charge on my card. No change on my card and about 6 or 7 calls later of no return call from a manager everyone told me since I had opened the package they could not return it to who they got it from therefore I cannot get a refund on the incorrect order being sent to me because the order taker wrote the wrong part number down on my order. Remember they didn't even have a cartridge for the printer I was ordering a cartridge for. I cannot talk to anyone past the people that answer the phones. They made the error, I want a refund.Desired Settlement: I want a refund on the card I used to purchase the Toner. The amount is $63.43 and the order number is [redacted], Order Date 3/19/14, Part number [redacted]

Business

Response:

To whom it may concern,

I credited back to card on file $63.43 to customer requested in full to settle calim with Revdex.com. Credit was issued 05/27/2014 to credit card Visa - xxxx[redacted] (06/2015) - K [redacted]

Consumer

Response:

This is to inform you that my credit card has been credited by Samsung Parts/ J&J in the amount of $63.43 on 5/28/14. This satisfies the complaint I filed with Revdex.com.