Jay at Play International

Review: I ordered a Hideaway Pet online on Feb. ** to reward my six-year-old daughter for a good report card. She had seen the ad on TV and went bonkers for it. On the online order form, it said that normal processing time is 4 to 6 weeks, but I could pay extra shipping and handling fees and receive the product in 3 to 5 business days. I paid the extra fee and still didn't get the product. When I called customer service and spoke to [redacted], she informed me that my order has not shipped out yet, and it will take up to 30 days to process it, and the guarantee of 3 to 5 days means it will take that long to arrive AFTER the company ships it. So it might take 35 days for me to get the product. [redacted] also refused to allow me to speak to her [redacted], saying she was "unavailable." She was rude and never once apologized for the problem. This company is engaging in false advertising as to delivery times for people who pay extra.Desired Settlement: I want my order sent to me by overnight mail immediately, and I want this company to change their online order form to stop misleading people about the delivery time for this product when you pay extra for speedy receipt.

Business

Response:

We apologize for the customer's inconvenience, however, the Hideaway received a tremendous response causing the company to run out of stock of all the animals. We will receive stock and start shipping again 3/*/14.

The customer has not been charged for the product, as we do not process payment until the order ships.

We apologize again for the customer's inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I still do not have the product I ordered for my little girl, and their false advertising as to speedy delivery has not been corrected.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The business claims it has shipped my order via UPS and provided a tracking number. I went to the UPS website, put in that tracking number, and it does not come up. I believe this company is fraudulent.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize again for the customer's inconvenience, however, as stated in the original reply, the order was shipped via USPS and the tracking number is [redacted], no UPS as the customer has stated.

Review: Complaint taken over phone by Revdex.com Staff - ljConsumer ordered Tummy Stuffer from a television advertisement for his grandchild eight weeks ago. The cost is $19.95. Upgraded to $77. The product was to be delivered in four to six weeks. The consumer feels it is false advertising because the product was not delivered in the time advertised. Contacted the company and not in stock.Desired Settlement: DesiredSettlementID: Other (requires explanation) Deliver product as soon as possible as advertised.

Business

Response:

Dear [redacted]:

We apologize for the customer's inconvenience, however, we are waiting for inventory for the 24" Dog the customer ordered.

We attempted to call the customer and ask to split ship the order so he would receive the products we have in stock, however, we have not heard back from him.

We apologize again for the inconvenience and ask that he contact customer service to split ship the order or instruct us how he would like to proceed.

Sincerely,

Review: While ordering the product you the website ([redacted]), it advertised in bold Red letters sale 19.99 once you select the type and size of the J-Animal you want. Once I placed the item in my cart it sent me to pages offering additional items. I declined the additional purchase and went to check out, it never gave me a final total until it charged my card. The total was 29.99 plus a 9.99 P & H fee that was not disclosed prior to charging me. I called the company immediately and they said they could not cancel my order for 24 hours and to call back the next day. I called back the next day and they said they could not cancel my order because it was already processed and shipped. I then requested a supervisor and she refused instead offering a call back. I must now refuse the order which could take up to 4 weeks to arrive, and then another 7-10 days to return item and then another 7-10 days to process return. It could take a month and half to get my refund.Desired Settlement: Cancel my order and refund my money immediately.

Business

Response:

We apologize for the customer's inconvenience.We have issued a full refund of $43.10 which will reflect on the customer's credit card statement within 3-5 days.The order will arrive within 7-10 days, and we ask that he please write "refused" on it and drop it at the post office. They will return it to us at no cost to the customer.

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 and the matter has been resolved.

Sincerely,

Review: Over 8 weeks ago I ordered a tummy stuffer (stuffed toy holder). Order number [redacted]. It should have been delivered in 6 weeks at the most. Every time I contact customer service they have nothing to tell me except the order is pending. No other information available and no indication of when I might be able to receive this item. They say they have no way of checking when the order will be in. They refuse to give me a number to call for the corporate office. Say they will have them call me. After 5 requests I assume that is not happening. I do have a fax number [redacted] . Have sent several faxes to this number with no response. At this point I know nothing and am extremely frustrated. I am hoping you can be of some help.Desired Settlement: I would like to receive this item as it is a gift that a child is anxiously awaiting. At the very least I want information as to where it is.

Business

Response:

We apologize for the customer's inconvenience. The products she ordered were out

of stock for 4 weeks, therefore we could not ship or charge for the orders.

Her order was shipped 10/**/13 via USPS tracking number [redacted]

and shows it was delivered 10/**/13.

Once again, we apologize for the customer's inconvenience and the additional

wait for the order and we hope she has found the products received satisfying.

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 and the matter has been resolved.

Sincerely,

Review: I went on to Hideaway Friends website to order a toy. When I had put some of the products in my cart their website does not give you an option to see your total before submitting. I then received an email that I was being charged $81.91. I promptly called the company and asked them to cancel this order and I was told that it can not be cancelled because it hadn't hit their system yet. Then told me to call back Monday. I asked to speak to a [redacted] and was told that they were busy. I emailed the company Monday asking again to cancel the order. Today (Tuesday) I received an email stating: "We apologize for the inconvenience, but we are unable to cancel this order because it has already left our facility for processing. If you do not wish to keep the items, please refuse the package when it is delivered. If you refuse the order and have it sent back to us, we will be able to issue you a full refund. Again, we are sorry this order has caused you issues, and hope this resolves the matter." I then called them and told them to not charge my account and that I did not want this product, but was told it was too late. I again asked to speak to a [redacted] and was told they were busy which to me was shady.Desired Settlement: I want a full refund and I do not want this product.

Business

Response:

We have issued a credit for the full amount of this order. Please advise the customer to write "refused" on the package and drop it off at the post office so that the product is returned to us. The credit was actually issued on 5/**/15 by customer service, and will process in 3-5 days.

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 , I have contacted my bank who has stated that the return was sent to [redacted] so I am just waiting for it to post to my [redacted] account.

Sincerely,

Review: I ordered a unicorn tummy stuffer on 3/**/2014. When I didn't receive it by May [redacted]., I called the company. I spoke with [redacted] and she said they were sorry and they dropped the shipping and handling amount off of my order. She said to give it another 2 weeks for shipment. I called them again on May [redacted]. and the customer rep, [redacted], said she wasn't sure why the order is taking so long. I forgot about it for awhile and called them back on June [redacted].. I spoke to [redacted] and asked to speak with her [redacted].. she asked for my name and order number and a quick version of my problem so she could relay the info to her sup.. When [redacted] came on the line, she verified that she was the [redacted]. I told her my problem and asked why this is taking over 2 months to receive my order. She said the stock was out on most of the animals and they didn't have the free ones available, she said they had 100 13 inch unicorns in stock. I asked her why they aren't sending me one. She said it would depend on how many were ordered before me. I then said I wanted her to escalate this call to someone higher. She assured me that she would let the escalating team know and that I should be contacted within 24 to 48 hours. I told her that if I didn't hear from anyone by June [redacted]., I would contact the Revdex.com and that's what I'm doing.Desired Settlement: I went online to see if others were complaining about this company... I found lots of complaints but I couldn't find any listed with the Revdex.com. I am doing this so hopefully someone will look into this company to see why they are stringing people along. They shouldn't have commercials for their product if they can't fill the demand.

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 and the matter has been resolved.

Sincerely,

Review: While ordering the product it advertised in bold Red letters sale 19.99, once I placed the item in my cart it sent me to pages offering additional items. I declined the additional purchase and went to check out, it never gave me a final total until it charged my card. The total was 29.99 plus a 9.99 P & H fee that was not disclosed prior to charging me. I called the company immediately and they said they could not cancel my order for 24 hours. I called back the next day and they said they could not cancel my order because it was already processed. I then requested a supervisor and she refused instead offering a call back. I must now refuse the order which could take up to 4 weeks to arrive, and then another 7-10 days to return item and then another 7-10 days to process return. It could take a month and half to get my refund.Desired Settlement: Cancel my order and refund my money immediatly

Business

Response:

We apologize for the customer's inconvenience, however, the order was placed 9/*/14 and the customer did not call until 9/*/14 to cancel. The order had already shipped.

As a courtesy we issued a full refund of $39.98, which the customer will see on her statement within 3-5 days. The customer was asked to refuse the package when it arrives so she does not have to pay return shipping.

The website only offers the discounted price of $19.99 for additional Janimals after the customer selects one of the main offers for their cart.

Review: I purchased a tummy stuffer back on 2-**-14. You get a large tummy stuffer & small one for free with the order. After I had done that, another page came up offering another large tummy stuffer and small one free & just pay the second shipping & I opted to do that. Another page up offering a 3rd set & pay shipping & the 3rd one would be 20% off. I opted not to do that. They then give you your confirmation and the next page is the bill which showed being billed for 2 tummy stuffer sets & 3 shippings. They were closed for calls, so I called first thing the next day and the rep adjusted the second set & said I would pay for one set & get the other free as I was supposed to & pay for 2 shippings as I was supposed to.She said it had already shipped too, which their site says about several weeks or more. Anyway, I got the items the following week, and found 3 large tummy stuffers & 1 little one & billed for 3 shippings. I called them and the rep only argued with me I was wrong, I told her I would send the 3rd big one back as I had never ordered and also that I hadn't gotten the little ones. She keep arguing and I requested a [redacted], which she refused over& over and hung up on me. I called back &got a [redacted] after insisting again and she was going to send the little ones & said to keep the big one. I never got the little ones, so I called back. They got irate with me and said they wouldn't be sending me the little ones as the [redacted] had said previously. I requested a [redacted] again, which they said would call back in 48 hours & it's now been about a week. (The second time I called them, they were also to have [redacted] call back & they never did. so they don't follow through and I've been overbilled.Desired Settlement: I want the 3rd shipping adjusted and the small tummy stuffer I didn't get

Business

Response:

We apologize for the customer's inconvenience. The customer has been issued a refund for the 3rd 13 inch she received totaling $19.99. We have also requested a reship for the missing 8inch unicorn.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They also billed a shipping fee on the 3rd item that I never requested, so am requesting that be adjusted also. Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To satisfy the customer complaint we have issued an additional credit for $8.99 as requested, even thought the customer was issued a courtesy credit of $19.99 even thought she received all three large animals on the order.

Once again, we apologize for the customer's inconvenience.

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 and the matter has been resolved.

Sincerely,

Review: Ordered item on 8/** called immed. after order to change or cancel would not do either until 8/**. Called 8/** rep. would not do either and was invasive with info. Could not speak English and tended not to understand request. Would not allow to speak with anyone else. Seemed to be scam of some sort. Product_Or_Service: toy Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund cancel order and refund

Business

Response:

Dear [redacted]:

We apologize for the customer's inconvenience. We issued the customer a full credit of $31.37 on 8/**/13. The customer also received the order on 8/**/13 via USPS tracking number [redacted].

Once again, we apologize for the customer's inconvenience when attempting to cancel the order.

Sincerely,

Jay at Play Customer Service

Review: Ordered a Hide Away Pet for a child on Nov ** 2014, while placing the order on my mobile phone I selected the expidited shipping (before Christmas) I was unable to see the price of shipping until confirmation email was sent. The "ORDER NOW" button took up a larger part of the page than the "NO" button (4x's) as did all the upsell choices and the expidited shipping. On a 19.99 dollar product the shipping fee added was 35.97. (NOT OVERNIGHT) I tried to contact the company at the time of order, to cancel and was sent to voicemail stating they were currently closed. Sent an email to [redacted] today (2 days later)with this info and they responded by stating "Unfortunately since its been two days since you have contacted us , the items have already shipped expedited and there is nothing we can do. We are sorry for the inconvenience."Desired Settlement: Would love my shipping and handling fee refunded and/or the website changed for more accurate ordering.

Business

Response:

We apologize for the customer's inconvenience, we have refunded the shipping and handling fees as requested. Customer will see refund within 7-10 days.

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 and the matter has been resolved. However I will be monitoring my credit card statement to ensure the company honors their offer of refunding the full shipping and handling fee. If the agreement has not been satisfied in 7-10 business days I reserve the right to reopen and pursue this company for resolution.

Sincerely,

Review: MISLEAD ON DELIVERY WHEN I PAID EXTRA. WILL NOT GIVE STATUS OF ORDER,LIED NUMEROUS TIMES ABOUT EXPECTED SHIPMENT. WOULD ALLOW ME TO TALK TO SUPERVISOR ORDERED ON LINE,PAID EXTRA FOR "PRIORITY MAIL" TOLD AFTER THAT IT MEANT NOT 2-3 DAYS BUT 2-3 THREE WEEKS,AFTER OVER TWO WEEKS STILL WOULD NOT TELL ME STATUS..KEEPS TELLING ME 6-8 WEEKS WHEN THEY KNOW I PAID EXTRA,WOULD ALLOW ME TO TALK TO SUPERVISOR,RATHER PUT ME ON LONG HOLD AND THEN CUT ME OFF.CALLED NUMEROUS TIMES AND WILL NOT GIVE ME INFORMATION. I CAN NOT GET PERSON HIGHER UP TO REACH...Desired Settlement: REFUND AND REIMBURSE ME FOR TIME AND EFFORT TO GET THIS COMPANY TO DO THE RIGHT THING

Consumer

Response:

1) Extra Payment: In order to get the present to my granddaughter in a timely manner, I paid extra for freight. Because in the end I had to cancel the order because if their lies, I did not actually have to, in the end, pay the extra freight bill. However:

a) my card was charged initially which balance I could not use

b) I had to spend several hours getting my money back.

c) My time is worth money--I needlessly had to call and call and call about the status..I was hung up on numerous times,told lies about the status when they knew that the product was out of stock. If they would have told me the truth,I probably would have picked a different kind/color.

2) I was refused on numerous occasions to let me talk to a supervisor. Either they would not transfer me or cut me off..

I hope this answers your questions satisfactorily.

If not ,let me know...

Best regards,

Cell-###-###-####

Business

Response:

Dear [redacted]:

We apologize for the customer's inconvenience. The website states 4-6 weeks for delivery, however, with rush processing, the order will ship within 2 weeks, when the products are available.

The customer cancelled his order 7/**/13. The customer was never charged or shipped any products. We do not charge for an order until it is shipped, therefore, the customer is not due any credit.

Once again, we apologize for the customer's inconvenience.

Sincerely,

Jay at Play Customer Service

Review: I ordered a Hideaway pet online on 12/**/15 with guaranteed Christmas delivery. However, it was delivered after Christmas, so I returned it as instructed. [redacted] received my return the first week of January 2015, and agreed that I was due a full refund of $35.97 but it would take 4-6 weeks to get my money. I called back early February when the money didn't hit my account, and was told that it was policy for the money to take 1-2 billing cycles after my refund was "processed" to hit my account. I explained that this was a Visa check-card and I didn't have billing cycles, but I was still told to wait an additional 1-2 months for the money. I disputed the amount with my bank, but [redacted] told my bank that I would be getting a refund but it hadn't been 4-6 weeks yet, so my dispute was denied. I called in to [redacted] today, 4/*/15, and told them I still have not received my refund. They said that they "processed" it 2/*/15 and there was nothing they could do, but they would notify their head office to contact me within 36 to 48 hours. I've been told this before, however, and they historically do not call me. Their website has a "guaranteed" 30 day return policy, but it's been FOUR months since I ordered this toy, and 3 and a half since I returned it!!!Desired Settlement: I want my full refund of $35.97 immediately credited to the Visa card that I used when I purchased this Hideaway Pet.

Business

Response:

We apologize for the customer's inconvenience.Upon review, we have found an error occurred while attempting to process this customer's refund.We have sent the issue to our corporate office and this customer will receive a refund check within 7-10 days.Again, we apologize for the customer's inconvenience.?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

To Whom It May Concern: I received an email last week regarding the above claim, that the business had responded to my initial claim and I had not responded in return. Therefore, my claim was considered resolved and closed. However, I did respond via the system the same day that I received the business' response, and I rejected their answer. They had claimed that my refund hadn't been processed due to an error, and they were forwarding my request to corporate and sending me a check within 7-10 days. I have been waiting for my refund for almost four months, and I paid for my item online with a credit card. They were able to charge my card immediately when I made the order, and I didn't accept the resolution that they would make me wait even longer to send me a check. Why can't they credit my card just as quickly? Any other retailer can! Also, April **, 2015 was the [redacted] day and I have not received a check, nor any other reimbursement or refund from Jay at Play. Please re-open my claim and note that it has not yet been resolved. Any help you can give to get my money back would be greatly appreciated! This business received my return in early January and they acknowledge that they owe me a full refund. I just can't get it for some reason! Thank you,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I still haven't been told where the check went and how much it is for. I first made this business aware of this problem in early January. By early February, and after several calls trying to get my refund, I disputed the original charge through my bank. Jay at Play told my bank in FEBRUARY that I had to wait up to 8 weeks for a refund, but I would be receiving I shortly. Therefore, my bank denied my request. This refund never came.I was then told by Jay at Play through several more phone calls that I had to wait one to two billing cycles on my credit card statement for the credit to show up. I explained that this was a Visa check card and credits showed up as soon as they were issued. I learned that this billing cycle waiting period was their own internal policy. To sum up, I had to wait 6-8 weeks to process my return, then an additional 1-2 months for it to show up on my credit card statement. Despite being forced to wait all this time (what happened to their 30-day guarantee???), I still haven't received anything! Their claim that they just learned of the error is a lie. I not only have been calling for my refund non-stop, but they also investigated my refund and lied to my bank when they responded to my dispute in February.once again, a company as large as Jay at Play can issue a $36 credit to a customer anytime. This 90-day stipulation is their own internal policy which is just being used to bide more time.I sincerely hope my complaints and their responses are published on your site. Consumers need to see how this company costs their customers time, money and frustration, and does so with very little regret or regard for customer service.Thank you, [redacted]

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] contacted customer service 4/**/15, before the refund check for $35.97 was issued, and she did not mention a new address. Therefore, the check was sent to the address used when she placed the order.We hope the check is forwarded to her new home, since she has stated that she has moved since then. We are sorry again that our Merchant Account Company does not permit credits after 90 days and therefore, the customer has to wait for the check.