JemJem.com

Dear Customer,
Thank you so much for your inquiry! Your request ([redacted]) has been received and is being reviewed...

by our support staff.[redacted]For expedited RMA requests please visit our support center at http://support.jemjem.com/hc/en-us/requests/new?ticket_form_id=51660 and fill out an RMA request and your request will be replied to within 24 hours[redacted]
Our Customer Service Hours - Monday through Friday,JemJem 9AM to 4PM PST,
**Have you included your Order ID & Which marketplace you had bought the item on your email? If not, please simply reply to this email with that info.
**We will require a SERIAL NUMBER of the device for all electronics if you need to return / exchange, please send it to us by replying to this email.
If you have additional comments or concerns, simply reply to this email and your ticket will get automatically updated!
Please do not create another email when you have additional questions for the same order as it may cause a delay in response to your issue.
HELPFUL HINTS:
Please get RMA before shipping any products back since it will cause delays and return processing address might be different than where products were shipped to you from.
If you are inquiring about the returned item, please allow us to process your return in 5-7 business days(normally in 2-3 days during non holiday season) from the time we have received the products and returns will be processed in the order they are received.
All refunds take about 3-5 business days from the time we issue refund, refund time varies on financial institution.
Macbook Password locked? Simply hit ENTER/Return key when asked for password for your refurbished laptops. It's likely no/blank password.
Not sure what to do with your old phone or tablet? Visit www.ePelican.com today to trade in your device for cash!

To whom it may concern,The first contact in regards to Ms. [redacted], was made from [redacted] on August 24, 2015. As I checked our records we responded giving them the...

ETA that was 8-26-15. We expedited this order for the customer for the inconvenience. We are only a third party market seller from [redacted] so we have no control over how fast they deliver the message to the customer. We have no records of the customer ever emailing us either. As the customer refused the packaged it take us longer to process the refund due to a high volume of orders and our shipping department revising every single once. But the customer was processed a full refund and notified.

To whom it may concern,We had spoken to the customer about this issue. We issued him with a RMA along with a return label. He send back the item and we had sent him a replacement. With that replacement that the customer received we provided him with another return label and a RMA. The customer did not send back the RMA to our facility which is the reason why his refund was not processed. The RMA is only valid for 14 days and this order is from September, 2014.

To whom it may concern,Thank you for contacting customer support. This customer was provided with a RMA along with a return label. We take 5-7 business days to process RMA's.  Due to holiday season we take a few days more, however, this customer was set with an exchange for their order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
July 19th first phone was ordered.July 30th received phoneAug 8th Informed them phone would not charge-included order #8-11 from JemJem-unable to pull up order need full name and alternate order #Aug 13 What is the alternate order #-sent full name, address and sales receipt number8-13-please send email, full name and order numberAug 13 -told them I already sent that informationAug 13- Informed them I did not wish to have the Iphone 5 back, I would like different modelAug 17th sent copy of sales receipt8-17 will send you RMA number by email from USPS for you to print to return your itemAug 19th-As soon as I get that email I will return the phoneAug 26- Never rec'd email from USPS- I paid to have the phone shipped back with 2 day shipping-supplied tracking number8-28-Once they received the phone back they would take care of return.Sept 4-I haven't heard anything from you and it has been one week. You should have had the  phone last friday. What is the status of my order? I do not want the Iphone 5, there  is a flaw with that phone charging9-4 You have exceeded the maximum number of messages for order #[redacted]Sept 6 I am really starting to get ticked off.  You know you have gotten that phone back. Getting a resolution from you is getting ridiculous9-6- You have exceeded the maximum numbers of messages allowed for order #[redacted]9/3 second phone mailed from JEMJEM [redacted] tracking # [redacted]Sept 13-had returned phone for not charging - The phone you sent me does not charge as well. It only flashes the apple logo. I want a refund-I will pay to return this phone-I just want my money back. Do not tell me I can't return it,I will report you to Revdex.com. This has gone on long enough.9-13 You have exceeded the maximum numbers of messages allowed for for number [redacted]Sept 16 Contacted [redacted] Marketplace since they allow him to do business on their website. They said they would email me after speaking with him.9-16-[redacted] informed me that he would not give refund because Item was more than 30 days old. I said he is lying because He mailed this phone to me on 9-3/they said if I could prove that they would give me my money back. I sent them a copy of the package to me and also told them I reported him to Revdex.com. At that time they said they would not be able to help me since I would be dealing with Revdex.com.At this time I still have the phone, which I went to apple store to see if it was me or the phone. I asked them if they could tell if phone was froze or didn't charge. They plugged charger into phone that had a current reader and said it didn't pull enough current to charge. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
8/12 8:44pm [redacted] receieved order confirmed back to me stating delivery 8/21-8/25.8/15 12:39pm [redacted] email adjustment made due to "ItemNotAsAdvertised". JemJem claims it was defective. Who is lying?8/15 1:21pm [redacted] email refund8/15 2:32pm [redacted] USPS tracking details emailed to me.Mind you in the middle of the adjustment prior to the refund email I called [redacted] and JemJem! If the order was truely cancelled due because of a defective iPad, why did it take ALL day Monday 8/14 and half of Tuesday 8/15 before the adjustment email was sent? Mind you and adjustment email is NOT the refund email! The refund email was received well after I spoke to [redacted] and JemJem!Plus how is it that they put the item up for sale, and did not check it then? I believe that they realized how cheap they had it and decided that they were not willing to "sell it that cheap" so decided to claim it was defective... even though [redacted] was told Not as Advertised. They had from saturday even through Monday to let me know they were not willing to sell it. Instead they waited till Tuesday and I had already ordered the case. Thank goodness Amazon is such a great company. They were able to get a hold of their vendor an cancel my order. However I still drove 22 miles to BestBuy to buy a replacement iPad since [redacted] nor JemJem could get their ordering/email system to work.Last question... why exactly could JemJem not call me and ask if I wanted a replacement option instead of just cancelling the order?
Regards,
[redacted]

To whom it may concern,It is stated on our website that we provide 30 days for all returns for refunds. We provide this customer with a 90 day warranty for repairs and exchanges, and that RMA she received is for a repair/exchange. So the help that the customer has received is accurate and on...

time. We received their item recently at our facility and it is also sated that it takes 2-5 business days for us to process and revise our RMA's. So in regards to being on time with this RMA we are up to date.

To whom it may concern,We state the refund will be processed within 24 hours, not the funds will be added into the account in 24 hours. The bank takes longer than 24 hours at times.The customer wanted an exchange then a refund, we were processing the exchange at the time she changed her mind. And by the end of the day, she received what she requested a refund.

To whom it may concern,
 
Ambere knox received package in houston tx
Tracking number: [redacted]
 
When Ambere tried to return the package she sent this package not to our return facility but to the vendor in Atlanta, GA.
Tracking number: [redacted]
She...

called requesting a status update on her refund multiple times and her package has been basically lost in limbo with USPS.
We can not issue a refund without receiving the product in question first.
 
We are not sure what more we can do as we issued an RMA and return address to send item.

To whom it may concern,
As stated "Idolian told me how to exchange, I...

feel they should upgrade to a 17in with no charge or a discount upgrade. The company needs better training for their employees packing and sending out the items. "
We issued a label to the customer and have shipped out a replacement under UPS tracking [redacted] (sent 8/27/2014).
We are fulfilling our order and rectifying the mistake that was made.
In some cases we upgrade for delays and such but this one of the top models we offer.
We have solved the customers issue of giving them the order they purchased.

To whom it may concern,For all third party marketplaces we only provide a 30 day return period. For all of our listings we state that there is only a 30 day warranty given to the customers. As for the shipping information we do not change any addresses, we use the one that the marketplace provides...

us. We do not charge the customer or process the order, we only receive them. When we ship out our items we use our JemJem logo box and we provide them with a slip stating that is is sold and ship by JemJem, so the customer was aware that this was from a third party market vendor. Also, because this order is from November we could not provide the customer with a RMA because he first contacted us in March, which passes the 30 day mark.

To Whom it may concern,in order to process a refund we will need the package back at our facility. Whenever it is a return to sending, depending on USPS, it can take up from 7-14 business days for packages to arrive back to us. The reason the RMA was provided to the customer was because it...

will make the refund process quicker instead of having the package with packages with no information in them. We called USPS with the customer on the line, so she is aware we tried our best to help her. The package arrived at our location today, so her refund was processed today. Depending on the bank is depending when the refund will appear on her account.

To whom it may concern, This customer was provided with a full refund and the funds have been added back into their account The listing we included was a seller refurbished Apple iPhone 5 White Factory GSM Unlocked 32GB. We do not provide any original accessories and we notify the customer...

in regards to it as well. Therefore, we were able to refund him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I accept the return, which was not processed on 7/28 when I was told it was being processed by April and Simiry. It was in fact processed 8/4 when I called to inquire about my refund. What I do not accept is how the business is denying my complaint. In the response, Jemjem says it takes 24-72 hrs to send to the technician for inspection. They had the iPad a full week before I heard anything and that was because I contacted them. I also returned the iPad to them because the screen was unresponsive to touch; it took several attempts to enter a password before it would recognize you were attempting to. I mentioned the bottom corner dent to verify it would not affect the warranty I purchased. I understand it is refurbished and purchased the iPad for my children with intentions to put in in a case anyways. That point is not relevant. I returned it because it was defective not because of cosmetic reasons. I also would like to question why they said the return process could take up to 10 days when I was assured yesterday on the phone that funds would be back to my card in 24 hrs and their email said 48-72 hrs. That's three different responses. 
Regards,
[redacted]

To whom it may concern,Upon looking at this order number I show that the customer was provided a return label with a RMA, (return merchandise authorization). Due to holiday season it is taking us 5-7 or more business days for the orders to completed. However, this customer requested an exchange for their order that was sent out two days ago.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Here are the date's and copy's of the email sent to JEMJEM and [redacted] was the person they were sent to.  As far as 7 days??? Seriously???IPhone 5C D P
Nov 17, 8:31 AM Nov 16, 2:55 PM The apple IPhone 5C you sent is
defective. The phone will not stay on. It shuts down and reboots over
and over. The brightness flutters/flickers. I really wish it was working
right. Please tell me how to return this phone. On the other hand it
looks new...what a bummer!!! Do you have another one you could offer in
the same condition? It looked new! How do I return it to you for refund
or replacement?Thanks On Thursday, November 19, 2015 1:01 PM, JemJem [redacted] wrote:

On Friday, December 4, 2015 9:13 AM, D P <[redacted]> wrote:
Please send me a phone number so I can talk to someone.I want a full refund of my money for the phone.please call me @ [redacted] and send me a contact number of someone to speak to, not a machine............[redacted] today's date is Dec 4th 2015 time 09:15
On Wednesday, December 2, 2015 2:45 PM, [redacted]. (JemJem) <[redacted]> wrote:
#[redacted] table td {border-collapse:collapse;}
Regards,
[redacted]

To whom it may concern,
I have reviewed case [redacted]. In reading over his case it seems as if the item was sent back but the shipping department had no records of receiving it. I would like to send a replacement tablet to the customer. I don’t think we could restart a 1...

year warranty but I would like to at least replace their sent in tablet. Does the customer by chance have the tracking number of the last item sent in?

To whom it may concern,In regards to the order number above the customer did return the package back to us and was received on 8-4-16. Due to our high volume of orders we have had delays on our RMA's, however this order has been successfully refunded.

To whom it may concern.
 
Customer was told their replacement was on its way with tracking number:
 
[redacted] 
It is currently in transit as of (3/28/14) 
Customer's resolution was to get tablet originally purchased which a replacement is currently taking place...

and in route.