Jet.com

Mr [redacted] placed order [redacted] on Jet.com on 4/5/He contacted our [redacted] on 4/16/stating that the lights went out after a couple days of use, and the [redacted] offered him a return or a replacement partHe chose to return the item, so a pre-paid return shipping label was sent to Mr [redacted] that same day On 5/24/Mr [redacted] called our [redacted] and said that he had just gotten back from being out of town and didn’t have a chance to return order [redacted] The [redacted] then explained that he was past the day return window and that he would no longer be able to return the itemThe item was delivered to Mr [redacted] on 4/11/via UPSThirty days from 4/11/was 5/11/16, therefore Mr [redacted] is past the day windowIf Mr [redacted] has any further questions he may contact our [redacted] by phone at [redacted] or by email at [redacted]

Jet is very sorry that *** [redacted] received an item that was not what he orderedAny time Jet is made aware of an error on our site, we take immediate action to correct the issueIt is never our intention to knowingly send the wrong item to a memberJet hascorrected the listing on our site and [redacted] is welcome to reorder the itemOur Terms of Use, located on the Jet website (attached here), state that if a member purchases a product that is not as described, their sole remedy it to return it and/or request a refund in accordance with our Returns/Refund policy [redacted] has been sent a return shipping label at no charge to himWhen Jet receives the item back, [redacted] will be refunded in full for the purchaseJet realizes that [redacted] ***’s time and purchasing resources are valuable and is sincerely sorry for this inconvenienceJet has added a credit to [redacted] ***’s account that he may use on any future purchase

Jet apologizes that the rug you received was not the size that you ordered This was the result of a listing error, and it has now been corrected The price of the desired size is significantly higher than what you received on order [redacted] If you would like to re-order this item, you may contact Jet for assistance in placing the order to purchase it at the original price you paid at [redacted] or [redacted] Jet will not be able to expedite this item for delivery before the holidays In addition, you have been refunded for the total amount you paid for this item There is no need to return the rug to Jet and you may keep, donate, or dispose of it as you see fit

Jet would like to sincerely apologize to Mr [redacted] for the damaged item he received and the length of time it took for his refund to be processedJet posted the refund to Mr***'s account on October 27thOur return process with our trusted retail partner experienced a glitch and Mr***'s refund should have been processed without him having to reach out to usJet did escalate the issue as soon as we were made aware that the refund had not processed We are extremely grateful for Mr***'s feedback to help us identify the areas we can improve in our processesAgain, we are very sorry about the delay in refundMr [redacted] had requested to deactivate his membership and we have honored his request, but should he choose to reactivate and give Jet another chance, Jet has issued a credit that he can use on a future purchase

Response:The item ordered was listed with the wrong item SKUThis listing has been removed from our site so this doesn't happen againThe customer was issued a full refund on July and has been given an additional $credit, as well as a free membership upgrade from months to year

We appreciate Mr [redacted] ’ feedback about having to sign for his packageUnfortunately, our trusted retail partners determine which packages they require a signature based on the value of the itemWe are very sorry that this was not expressed when ordering Again, this is valuable feedback that we can use to work with our retail partners in making a better experience for our Jet members.Mr [redacted] ’ order was returned back to our retail partner on 10/It may take 10-business days after we receive returned items to process a refundMr [redacted] ’ refund was processed on 11/which was the twelfth business day after we received the item backWe are very sorry that this refund has taken almost the full amount of business days to be processedEspecially given that our team of Jet Heads gave Mr [redacted] an estimate of 11/to expect his refundWe are very sorry for the misinformation but would like to assure Mr [redacted] that Jet has issued the refund on our end and it may take a few days for him to see the refund in his account depending on his individual financial institutionJet has also issued a credit to Mr [redacted] ’ account that he may use on a future purchase

We sincerely apologize about the confusion with the mats Mr [redacted] orderedWhen Mr [redacted] called into Jet, we told him that he may return the mats with a pre-paid return label from Jet for a full refundThe correct rear mat is now available on our site and we have ordered it for Mr [redacted] at no charge to himThe new order will appear on Mr***'s order history the same as a order, and he will receive tracking information once the item has been shipped

Jet sincerely apologizes for the incorrect tracking information ** [redacted] received and any inconvenience this has caused himWhen ** [redacted] called in about the tracking information, we immediately contacted our trusted retail partner and asked them to provide the correct tracking informationUnfortunately that information was unable to be providedTherefore, we refunded ** [redacted] in full for the item on January 16, 2016.If ** [redacted] would like to re-order the keyboard, he can call into our JetHeads at [redacted] and they can assist him in placing a new order for the same item while also adding a credit to his account to ensure he receives the same price he paid on his initial purchase

The orders Mr [redacted] placed on our site ( [redacted] and [redacted] ) did indeed contain description errors and that was in no way intentionalAnytime Jet becomes aware of errors on our site, we either correct the information or remove it from our siteOur terms and conditions state that Jet is designed to be a fast-moving marketplace with many retail partners and membersDespite our efforts to have accurate information, we don't guarantee any aspect of any product information on the Jet Sites, including product images, product descriptions and specifications and product availabilityBut with that being said, if there is an error on our site - we absolutely want to fix that and make things right with our member! If any of our merchant partners are able to fulfill the order, we will honor the description errors on our siteIf we are not able to fulfill the order, we will refund the member in full and they are not required to return the items they receivedOur refunds are processed within 4-business days and Mr [redacted] was given a full refund for both of his orders within that time frame after he notified us of the error.Mr [redacted] also made us aware of several items that contained descriptions errors and we are extremely grateful for his help in identifying these issuesRemoving items from our site is a coordinated effort between Jet and our merchant partners and it can take some timeAll of the items Mr [redacted] referenced have been corrected or removed from our site The terms and conditions on Jet explicitly state that if a member finds an error or notices something that doesn't look right, we would greatly appreciate it if they would contact us at [redacted] so that we can correct the situation.On behalf of Jet, I would like to sincerely apologize for the miscommunication he received from our Jet Heads regarding his ordersTelling a member that "the amount you received was correct for the amount you paid" is not accurate and that is not the experience we want for our membersJet is taking action to coach the Jet Heads involved and ensure that this does not happen againShould Mr [redacted] decide to give Jet another chance, there is a credit in his account waiting for him

Complaint: [redacted] I am rejecting this response because: I feel as though [redacted] should not include a packing slip saying to contact them for assistance if they are not going to provide assistance or "worry-free" shopping as it says on THEIR website The consumer is not the one responsible for packaging nor shipping nor [redacted] website This is true the call escalated to a frustration point, however it was only after I had calmly asked to speak to a supervisor or someone with higher authority because I felt like I was not being given correct nor valid information and I was being scammed by what I now think isn't a reputable company because they've included a slip that says call for assistance and when I called it can't get assistance The representative continually talked over me and wouldn't let me speak to a supervisor And as far as wanting to be taken care of immediately, I asked for a fast day or overnight shipping label to expedite this process being that my money has already been taken off my care, which means I've already paid and completed my part of the situation I was buying this machine to use in a festival on January 30th, which I'm not sure is a deadline is will now make Regards, [redacted]

Jet would like to apologize to MsHemingway for the delay in information regarding the TV’s that were orderedAs soon as Jet learned that [redacted] received only one TV, Jet began reaching out to our merchant partner to figure out the errorIt is a process that does take some time to research tracking, inventory, system errors, or any other issue that could cause the delayJet was in contact daily with our merchant partner and the minute we were made aware that the TV was not going to reach [redacted] , we issued the refundDepending on [redacted] ’s financial institution, it may take 4-days for her to see the refund in her accountJet has also added a credit to her account that she may use on any future order

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me on this specific orderThe second order was returned and in the hands of the "Trusted Retailer" on Wed, 8/17/1:pm I am expecting a refund promptly on this order as wellJet has amazing prices but sadly, I am of the opinion that their "Trusted Retailer" cannot be trusted to fill an order

We are so sorry that Mr Craig received the wrong itemAt the time of purchase, Mr [redacted] elected to waive returns in order to maximize his savings on his Jet purchaseWhen a member returns an item where the waive return option was selected, a Waiver’s Remorse Fee is deducted to cover the cost of the returnThis should not have happened to Mr [redacted] s return as this was our error for sending the incorrect itemUnfortunately, our team of Jet Heads did not catch this at the time the refund was processed and we sincerely apologize for the delay in Mr [redacted] s full refundJet initiated a refund on 11/for the remaining $owed to Mr***Jet has also applied a credit to Mr [redacted] s account that he may use on any future purchase

Complaint: [redacted] I am rejecting this response because:I have specifically asked Jet.com to contact the credit card company to provide the merchant number and authorization number for each transaction This is the only reasonable solution If Jet.com is unwilling to do so, I will have to officially dispute the charges with the credit card company which means that Jet.com will have to eventually provide the documentation to which I have requested It is futile to contact Jet.com again because, after making numerous calls to Jet.com and also emailing Jet.com, its representatives have already told me that they will not contact my bank -- by phone or fax Its representatives have even denied that there is a billing department within Jet.com This is not a question of how long it takes for the transactions to be voided with the credit card company; the issue is that the credit card company never received Jet.com's voided transaction requests Jet.com can clear this up by contacting the credit card company.I will also file a complaint with the Consumer Financial Protection Bureau and the Attorney General's Office in New Jersey because based on the number of billing issues experienced by Jet.com customers, I think there may be some serious consumer fraud involved Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I made the purchasing decision according to the Jet.com website's advertisementIf any mistake on the advertisement, it is hundred percent Jet's fault For hundred percent someone else's wrong doingWhy I want to trouble myself to go through the return process? I don't want any refund I want Jet.com to fulfill the order, and send me the rest of the items The listing errors are happening too often And can happen in any quantity count From twin pack to four, six, eight and up Sometimes not just the quantity count is the problem The size is also problem Basically, whatever on the website advertising could be wrong I had complained about other items on the so call "listing errors" I even purposely reorder the item that I had complained beforeGot the same reply - "listing errors" Complained again on the same item Once again, I don't see it being fixed As far as I can tell, I wouldn't say the "listing errors" will never get fixed Some may take days, weeks or months to fixFor some, until the item sold out, nothing changes I can't stop asking myIs it intentionally or honest mistake? What are the processes to correct a known error? Is someone deciding on what to fix and when to fix it? All I know is higher sells, higher company value, and can even sold the company for billions of dollars Maybe it is really just some honest mistake and just being too incompetent to prevent or to fix the listing errors For a multi billion dollars company, with thousands of employeesI don't know Maybe the Attorney General can give me some answers Some business decisions are make from the top, good or bad The customer service may not know about it I know people are working hard and trying to satisfy the customers But Jet is a subsidiary of an internationally know company now Please don't use "listing errors" as an excuse anymore Regards, [redacted]

Tracking information was sent to [redacted] yesterday, 1/7/from [redacted] The tracking information provided for the replacement bike is through FedEx using tracking number [redacted] The package currently has an estimated delivery date of 1/14/

Complaint: [redacted] I am rejecting this response because:Jet's issues with shipping times are systemic and widespread This is not an unusual caseTheir website states "delivery in two to five business days"--it does not say estimated as they are claiming in their response When a shipment like mine is delayed for two days and then shipped via economy mail, there is no way the estimated shipping time can possibly be met The fact that shipping was not upgraded to two-day or overnight indicates that jet.com does not take their claims for shipping times seriously Customer service will not address the actual issues and make changes to their website to better reflect their true policy around shipments I wish for this complaint to be permanently made public to warn other customers of their poor business practices Regards, [redacted] ***

Jet.com would like to apologize to Mr [redacted] for the miscommunication in regards to his account and Jet Anywhere claimsWe attempted to reach Mr [redacted] by phone on 3/17/to discuss any questions he had in regards to his accountNo contact was made, but a voicemail was left by Jet.com’s order review team that provided their contact informationIf Mr [redacted] would like to discuss this further, he may call us back at the phone number provided on the voicemail left on 3/17/

[redacted] order was originally placed on September 4th, [redacted] first contacted Jet.com on September 27th, informing us she had not received her order despite the tracking information showing it was delivered on September 7th, [redacted] was offered a replacement, however Jet noticed a discrepancy in her address that may have prevented the order from arriving the first time Jet cannot change or update any personal information pertaining to an account due to the security risk [redacted] was provided with a credit on her account and advised to update her shipping address before replacing this order [redacted] contacted Jet.com again on September 30th, informing Jet that she had updated her shipping address and wanted a replacement or refundIt appears that the replacement order did not go through and for that Jet.com greatly apologizes and has refunded [redacted] in fullIf [redacted] has any questions she may reach out to Jet’s friendly JetHeads via email at [redacted] or phone at [redacted]

On September 3rd, Ms [redacted] reached out to Jet.com informing us that she had received the incorrect color of cabinetA JetHead informed Ms [redacted] that Jet can set up a pick up for the item if she chooses to return the cabinetMs [redacted] informed Jet that she could not take time off of work to wait for the pickup Jet.com apologizes for the inconvenience this has caused and will be refunding Ms [redacted] for the total amount of the cabinet If Ms [redacted] has any questions or concerns she can reach our friendly JetHeads at [redacted] or at ###-###-####