Jenny Craig USA Inc

Review: I signed what I understood to be a one year contract for membership in September of 2013. I did not do well with this weight loss sytem and stopped going to the center and bying their food. It was my understanding that I would be charged 19.99 a month for 12 months and even though I stopped the program, I kept paying through my credit card. I checked my credit card website only to find that I was continuing to be billed 14.99 a month after the 12 month period. I was charegd this for October and November. When I called their corporate # I was told there was nothing they could do to reverse the charges, that only my "center" could do that. I called the Sprinfield Center, spoke to [redacted], who told me that only the "director" could refund any charges and that she was not in and would call me on Monday. I was told that I could "stop in the center", but of course since I was unsuccessful with the program, this would be humiliating.When I signed the contract I don't feel like they were forthcoming in telling me that this monthly fee could go on until the end of time, unless I cancelled.Desired Settlement: refund of 14.99 times two months, as charged to my credit card October and November of this year.

Business

Response:

In the interest of customer service, we are happy to refund the two months of membership fees Ms. [redacted] is requesting, totaling $28.98. We consider the matter to be closed.

Consumer

Response:

Thank you for your response. I have since been compensated by Jenny Craig, si this matter is now closed.

Regards,

Review: I cancelled my order on May 2nd and was told I would receive a credit within7-10 days. It is May 23rd and they have still not returned my money 631.02. I have called them probably 5-7 times, still no refund. Every time I call it is a new excuse.

Consumer

Response:

I received payment from Jenny Craig on Saturday afternoon via US mail. thank you for your help. I will never do business with this company again. If there is anyway to warn people, please do so. Thanks again.

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,

Review: I sign up with Jenny Craig a week ago and I called back today asking for my enrollment fee back. They told me since I signed the contract I had a 3 day cancellation. I signed up on line and no one gave me this information I feel that they should of let me know before I signed up. This has been the worst customer services I have spent over $253 with Jenny Craig. I am not asking for the food refund but just the enrollment. It was very hard to even get a supervisor call back this is what I got when When I talked to the a representative over the phone Did you cancel within 3 days of starting your membership? Me: No I wasn't informed of that rule until just now.

[redacted] : no I wan't informed of that rule.

[redacted] : I was just informed today.

[redacted]: It would be in your service agreement.

[redacted] : I signed up over the phone with you guys.

[redacted] : Cant you please make an exception?

[redacted]: I can not

[redacted]: Did you want me to cancel your program?

[redacted] : Can I talk to a supervisor?

[redacted]: They will tell you the same thing

[redacted] : I already cancelled it

[redacted] : thats ok you shouldn't decline me of a supervisor

[redacted]: I didn't

[redacted]: There are no supervisors for chat

[redacted]: I can send in a request if you wish

[redacted] : yes please how long will it take?

[redacted]: First of all I need to have the phone number to your account.

[redacted] : [redacted]

[redacted]: A supervisor will get back to you within 48 hours after sending in a request

Very poor customer service when I spoke to the supervisor she said the same thing as the chat agent. Very poor customer service I saw no such rental agreement when I signed up over the phone. I wish to have my enrollment fee.Desired Settlement: I wish to have my enrollment fee back of $68 I will never work with Jenny Craig again.

Business

Response:

Looking into the member's account I could not locate the signed Service Agreement acknowledging she agree'd to the Terms and Conditions of the membership. This Service Agreement is sent out electronically and in looking at the account and speaking with the member she had not received the email nor acknowledged the Terms. I spoke with [redacted] and informed her that due to her not being fully aware of out Terms and Conditions we would refund her the enrollment fee she paid, totaling $49.00. I informed [redacted] that we would be unable to refund the $19.00 monthly membership cost due to the fact that she did purchase food while her membership was active. The member was happy with this resolution. I informed her that the refund would be processed within 10 business days and left my direct extension for any future concerns.

Review: DON'T TRUST THIS FACILITY!!! Very unethical practices going on here. I made the mistake of signing up for ONE month to try Curves - as was documented in my contract. They IGNORED the contract and charged my account the very next month. I caught it before it posted, and immediately called Jenny Craig and my bank.. Jenny Craig/Curves said they would take care of it immediately. They did NOTHING! I called my bank again, but my bank said I need to contact Jenny Craig again and ask for a refund or file fraud charges and get a new card number - which is a real pain! I've been trying to get my $ back since 11/26/2014, REALLY? $59 BUCKS? And, I find out that my request for a refund was never submitted! Ladies, please check your statements for authorized charges only because they claim it takes "at least" 4 - 6 weeks to get a refund... for an UNAUTHORIZED charge! VERY UNETHICAL!!! POOR MANAGEMENT! INEFFICIENT "REFUND" PROCESS!@#

I think this entire "mistake" is a SCAM and I'm moving forward with my bank's suggestion. It's not the money, it's the principle!Desired Settlement: I would prefer that this facility get audited. The contract was CLEAR about NOT automatically charging me for another month, but they must have MANUALLY done it anyway. I think there's a SCAM going on with this facility. AND this is the SECOND time, I've been told that a "refund request" was submitted and it will take another 4 - 6 weeks! The charge WAS NOT AUTHORIZED, and the refund should have been IMMEDIATE. How many other people have been scammed? And do they even know it? I check my accounts diligently - not everyone does. Authorized or Unauthorized, there's no reason why a refund should take that long! It's a SCAM!

Business

Response:

We received a refund request on behalf of Ms. [redacted] on December 17th, 2014. We have submitted her refund for processing and Ms. [redacted] should receive her refund in the immediate future. We consider the matter to be closed.

Review: On 8/7 I returned an arm band device and completed the paperwork for a refund of $75 plus tax. I have not received the refund. I have called the Round Rock location and spoke to the [redacted], several times. She told me that according to the district office it would take some time for the refund to be processed and I should she it on my debit card. It has been over a month. I am very dissatisfied and respectfully request my debit card be credited immediately.Desired Settlement: I expect a refund be applied to my debit card immediately.

Business

Response:

A refund request for the purchase price of the product has been received and is currently being processed.

Review: On June 20th, I had made a purchase of Jenny Craig foods, totaling over $1,100 because the location in my area was going to be closed down and my employee discount was going to be lost after the 29th. I thought it was a smart idea to stock up while I was still an employee and continue with my weight loss. I had purchased all my food and kept in the freezers at work until I got off that night. As soon as I got off, I packed all my food into my car and came straight home. In our garage, we had four freezers, three were especially for me, cause most of the food I bought was frozen, and the last freezer was being shared with myself and my family. When I got home, I immediately put all my food away into my freezers, made sure they were all set at the right temperatures, and called it a night. A couple weeks later, I went into one of the three freezers where I packed all my food and realized it had a funky stink to it. I opened the box, pulled out the food, and realized it was definitely not edible! I thought maybe it was just that one, but I reached for another and realized the same thing. I kept pulling box after box, only to find that almost all my frozen food was rotten! My freezers were working perfectly and what's funny is that I only had a few good frozen foods that were spread out in the three freezers, so there was no possibility of saying one freezer was working correctly while the other two weren't. I had called corporate to tell them about what had happened and let them know that I had bought rotten food and that I wanted a replacement. At first, they had told me yes, that they were going to ship out two weeks of food at a time to completely replace my lost frozen food, and that they were going to make a few phone calls to cover the cost completely for me. All they wanted from me were a few pictures of my rotten food to show them exactly what I had bought. I spoke with someone named [redacted], and she asked me to email her the pictures. First off, the email she provided me with probably didn't exist because I received an email everyday for the next three days, saying "your email has been delayed. We will try to send it out again tomorrow." On the third day, I received the last email saying "your email has failed." Basically, they had already promised me full coverage of my rotten food, they were going to ship it out to me two weeks at a time, and they were going to cover the food and shipping costs. The following Monday, I had gotten a call from [redacted] and she said she was sorry, they were unable to cover any cost for me and they were unable to replace my food because "it's not their fault." So the order I had put in that previous week was cancelled and nothing of what they promised had come true.Desired Settlement: I want all the food I lost to be replaced. I would like for my food to be shipped to me two weeks at a time with the shipping cost covered just like [redacted] had promised, until whatever I lost is completely replaced.

Business

Response:

Hello Ms [redacted],

On July 10th [redacted] contacted our corporate customer service team claiming that she was a client who had purchased spoiled food. We have not received any other calls from that area concerning the quality of food. We have checked with our manufacturers to verify that there were no quality issues relating to what Ms [redacted] is claiming. We believe this claim to be false.

After a lengthy conversation with our Customer Service Rep, it was determined that [redacted] is actually a former employee whose Center had just been consolidated. After further research was done, the Customer Service team uncovered that [redacted] had purchased over 500 food items using her employee discount (total retail value over $2200, actual purchase with discount around $1100). The maximum amount of food that a Jenny Craig client would be allowed to purchase under normal circumstances would be 1-2 weeks at a time. [redacted]’s invoice would have been for almost 4 months. This would never happen with a typical client because of expiration dates on the food, it is not designed to last 4 months without being consumed.

Most importantly, she invoiced the purchase to herself, which is an egregious violation of company policy. Had she still been employed, this act would have resulted in her termination from the company.

To summarize, it is our belief that this is not a valid dispute for the following reasons:

· There have been exactly 0 food quality concerns from any other client in her area

· [redacted] purchased more food in one transaction than anyone would ever be permitted to purchase (due to quality concerns surrounding expiration dates)

· [redacted] was an employee at the time of this purchase, violating company policy

· [redacted] was informed by the supervisor of Customer Service that her food would not be replaced

· [redacted] has also been contacted by the Market Director in the area, informing her that she would not have any food replaced

We believe that there is no dispute, and hope that you close your case number immediately. Thank you!

Consumer

Response:

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.

When I was hired at the company, I was informed by several people that it didn't matter if I made my food purchases myself, using my employee discount. Every employee at my centre, including the manager, and other employees at other centres constantly invoiced their purchases. If I had violated company policy, why wasn't I at least warned instead of encouraged? That is an invalid point to make because no one said anything. Another invalid point is that I purchased food for 4 months when the maximum allowed is 1-2 weeks worth?! Again, why was I encouraged to make this purchase by other employees at my own centre, my manager, other employees at other centres, and other managers? If anything I did was against company policy, why wasn't I even warned or advised not to?! I think if the company actually cared about their employees like they should, I should've been advised that, by invoicing my own purchases and purchasing more food than the "allowed maximum," would've resulted in some type verbal or written warning, which I never received.

Another thing, all the foods have expiration dates at least a year from the time of sale! If none of my foods expired yet, why weren't they good enough to eat? Why were they all bad? And why is it not recommended to buy more if they don't expire for another year?!

Regards,

Business

Response:

Ms [redacted],

As previously stated by Ms [redacted], none of the items purchased were set to expire in 2013. We have also confirmed with our manufacturers and our Quality Assurance department that we have not received any claims regarding these items, including items from the same batches as those in Ms [redacted]'s order. We have no reason to believe that there was a quality issue with Ms [redacted]'s food at the time of purchase. For these reasons, we consider this matter closed.

Upon a search of our files, we have determined that Ms. [redacted] is a former employee who signed a release upon her termination that prevents her from pursuing any claims against Jenny Craig in exchange for receiving severance, which we have confirmed that she has deposited into her bank account. Additionally, Ms. [redacted]’s release contained a prohibition against her commenting negatively upon our company in the media, including social media. She has violated both of these provisions by contacting the Revdex.com and claiming to be a disinterested client and making negative comments which she is aware will be published on the Revdex.com site and will affect our Revdex.com rating. At this time, we need to consider what action we may be taking against Ms. [redacted] for violating her agreement with our company. As Ms. [redacted] is not a disinterested client pursuing a complaint and as she is legally prevented from even filing this complaint, we consider this matter closed.

Thank you!

-[redacted]

Review: Hi,

Jenny Craig continues to send me unwanted junk mail every month eventhough I have contacted them multiple times to remove my address from their mailing address. Both times they have either said they could not find the account. I have never had an 'account' with them. They are just sending junk mailers.

They refuse to take any additional steps to remove my account. Its not my responsibility to figure this out.

Thanks,

[redacted]Desired Settlement: Stop sending me junk mail.

Business

Response:

Mr. [redacted] does not have an account with Jenny Craig. The address which we are sending communication however, is that of a Jenny Craig client who lives in the same household. Because Mr. [redacted] is not the account holder, we are unable to make any changes to the account, including the elimination of email or hard mail correspondence. We have received no such request from the actual Jenny Craig account holder. We consider this matter to be closed.

Review: I ordered a one month supply of the meal replacement bars in March, 2013. I received a two month supply. My credit card was charged for two months. I called on March 27th and was told that I was also charged for a 30 day program which I knew nothing about beforehand (I would never have purchased the bars had this been explained to me). I was told that due to their error, I would be credited the cost of the second shipment of bars as well as the 30 day program. I was only credited the cost of the bars and not the program that I did not sign up for. I have called Jenny Craig numerous time in the last month to have them credit the additional amount but to no avail. I have been told a different story for each call but no credit has been applied to my credit card as of this date.Desired Settlement: A credit applied to my credit card ASAP since they have told me that it takes approximately 15 days for this to be done.

Business

Response:

Dear [redacted],

Our Accounts Payable department had submitted a refund on behalf of [redacted] for $30 this morning. The client should see it back on her card within 3-5 business days, depending on the policies of her bank. She has also been contacted by a member of Customer Service to inform her of this refund. We consider this matter resolved and closed.

Thank you,

-[redacted]

Review: May 2014 I attempted to cancel my membership over the phone speaking with [redacted]. [redacted] states I needed to speak with her manager to do that. I was transferred to [redacted]. [redacted] did not seem to accept the cancelation request asking me if they could just place my membership on hold. There were medical issues in the home @ that time and this conversation didn't seem to be going anywhere so I guess to get off the phone with her and be done with it, I agreed. Never was I explained that the "Hold" status would be only for 3 months and I would have to call again to formally cancel. Otherwise, automatic payments of $19.99 would resume. Come mid August 16, 2014 a charge occurred on my Bank of America credit card. Did not notice that until 2 weeks ago, then again another charge occurred September 15, 2014. Today I called and spoke with a manager [redacted]. I explained that I had canceled my membership but was starting to be charged again. She read me the notes of the conversation I had back in May. She refused to give me a refund informing me that the manager then, [redacted] had placed my membership on a 3 month hold which had expired so hence the charges. I explained I was not informed it was a "3 month" hold and was never explained that my credit card would automatically be charged without me calling to continue or discontinue the membership. So what I'm explaining is that I was never really explained what it meant to place the membership on hold and what I would ultimately be responsible for. When I ask to speak with the manager [redacted] who took my call original call I am told she has been transferred to another store. I ask to speak with a district manager or person above these managers and I am not given a name. She has offered to cancel the reoccurring charge and membership altogether but continues to tell me I am not entitled to a refund since the previous manager had only placed my membership on hold. If I was explained what this "Hold " meant I would never had agreed.Desired Settlement: Membership canceled, removal of all my personal information and credit card information from their data base. Refund of both August and September $19.99 charges to credit card.

Business

Response:

In the interest of Customer Service, we are happy to refund the two months of membership for August and September 2014 back to Ms. [redacted] totaling $39.98 in the form of a check. We consider this matter to be resolved.

Review: I orginally signed up with jenny craig 2007 paid the expensive sign up fee 400 and succesfully did the program, came back a few years later and was sold a product that no one in the center knew how to use and I was getting sick due to not enough calorie intake and felt like I was completely sold a product that nobody knew how to use and my constutlant wasnt listening to my needs left and quit program disqusted, my renewel came and was sent information about the arm band renewel not my orginal program, returned about 3 years later to give it one more shot and they refuse to honor my original programDesired Settlement: Want my discounts back and my rewards program back

Business

Response:

Dear Ms [redacted],

Our records indicate that this dispute has been discussed and resolved with the Director of Ms [redacted]'s local center. If Ms [redacted] is in agreement, we consider this matter closed.

Thank you,

-[redacted]

Consumer

Response:

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 spoke with the director and was very unsatisfied with her concern or customer service skills, she wasn't helpful at all. That is why I filed this complaint. She was suppose to also have someone that she reports to contact me. Still waiting so if you called that resolved I will say absolutely not.. jenny Craig provided me poor service and made me ill with their lack of education in the product that they wereselling.. I am not asking for a refund I am asking for my discount program back. Other centers are doing it.

Regards,

Business

Response:

Ms [redacted],

The Market Director in Ms [redacted]'s area has contacted her. They have come to an agreeable solution and we now consider this dispute resolved.

Thank you!

-[redacted]