Jet.com

*** ***s order was
being fulfilled by three different merchant partners of JetWe’re happy to
hear that *** *** received one of the itemsWe deeply apologize that that
other items were not able to be fulfilledThe two items that were canceled shortly
after his order was placed came
from the same merchant and we sent the
cancellation notice as soon as we were made aware that the items were not
availableThe pending authorization for these two items were voided in our
system on December 7thWith the last item, we have been in constant
contact with the merchant regarding the order showing that a shipping label had
been created but there had been no other movementWe’ve now confirmed with the
merchant that the order is not going to be fulfilled and we have issued a full
refundOnce Jet has initiated the refund, it can take 4-business days,
depending on *** ***s individual financial institution, to see the funds
back in his accountIn addition to the credits that *** *** has already received
for the cancelled orders, Jet has added another credit that he may use on any
future order

Mr*** accounts have been blocked due to certain activity indicatorsThe indicators may include activity that is often tied to purchasing items for resale, using single use promotion codes multiple times, or otherwise using the website in a way it was not intendedTo be able to use credits on
the Jet site, you must have a valid member accountThe credit that was issued to Mr*** was a courtesy because the price of the item on one of his accounts had previously droppedMr*** is no longer eligible to use Jet credits but if he would like to return the item for a refund, our team of Jet Heads would be happy to assist him in creating a return label

The order *** *** placed
was delivered to the address listed on her order and was signed for by *** on October 2ndThe address listed on the order belongs
to a business called Border Mail DepotJet called Border Mail Depot and spoke
with Sheryl who confirmed that the package is
waiting there for *** ***Sheryl
informed Jet that she had emailed the contact on file for the package that was
waiting there*** *** can reach out to Sheryl at either of their publically
listed phone numbers: *** (U.S.) or *** (Montreal) to
retrieve the package that was delivered to that address as directedAll she
needs to do is reference the tracking number that is listed in her account

Ms*** is correct, Jet did not deliver her diapers within the estimated delivery time and we are very sorry for that experienceWe take all of our members feedback seriously so that we can improve the member experience for everyoneAt Ms***'s request, we cancelled her orderEven though Jet voided the pre-authorizations immediately, it does take time for those authorizations to fall off depending on the individual's financial institutionJet issued the credit to Ms*** as a sincere apology to make up for the experience she had with Jet and we do hope she will use it on a future order

Jet deeply apologizes that Ms*** never received her soap dispensers Both of Ms*** orders were placed on December 25th, Three days later on December 28th, both orders were marked as shipped and tracking numbers were provided for each order Ms
*** was charged at that time for the two orders of soap dispensers.Jet contacted the merchant on January 4th, when we noticed this order was still in label created Ms*** called in on January 5th wondering where her items were as that day was the 5th business day from when *** *** placed her order Jet had no updates on the order, and *** *** called in again on the 8thOn January 12th Jet contacted the merchant again to inquire about the late order They then informed us that these items are on backorder and currently out of stock Jet requested that these orders be refunded since Ms*** no longer needed them because she had purchased them elsewhere The order wasn’t refunded until Ms*** called in again on the 18th of January At that time Jet was still working with the merchant on processing the refund Since it was not issued earlier that week, on January 18th, 2016, Ms*** was refunded in full for both of her orders We deeply apologize that this refund was delayed If Ms*** has any questions or comments about this she can call into our Member Services Office at ###-###-####

Complaint: ***
I am rejecting this response because: I have been told this by different people, and the thing is while I had been told this I was looking right at my account that had two pending charges, one for the total amount of the dollars and the other for the but yet you keep telling me differentI am not ignorant and I can read the numbers correctlyIt should have been like you state but it was notI called my banker to have the taken off, she looked at both, It then left the total amount of my purchase after the was taken off by my Bank, RegionsBut, you people continue to tell me I am confused, or that those amounts were not in my pending online bank statementI was looking right at it.
Regards,
*** ***

Hello ***My name is AlyssaAfter reviewing the Jet account connected to the email address you have provided us with, I was able to pull up seven different Jet accounts in connection to your personal informationI must note that Jet.com only allows one account per household.After researching
each of your Jet accounts, I can see that on four of the accounts you have made the same claim, that nothing more than an empty box was delivered and in each case, you request a refundEvery order has a unique tracking number and on this tracking number it provides us with a confirmed weight of the package*** weighed each package before shippingWe have confirmed the weights of each package with ***We have also confirmed with our merchants that the items were packaged, sealed, and shipped out as you orderedWe have taken care of the empty box claims on a few of your accounts in the past by refunding you, however, this is now a pattern and we are unable to assist these claims any furtherWe will not be issuing a refund on the above complaintAs of now we consider this case closed.Thank you,Alyssa T.Jet.com

Our records indicate that a full refund of $was settled on 3/16/back to the Visa card Mr*** initially placed the order onThe refund can take 3-business days to appear back on the account, depending on Mr*** financial institutionIf Mr*** does not see the refund at
that time, we encourage him to contact his financial institution as this refund has already been settled by Jet.com

At the time Ms*** placed her first order on Jet.com the listings were erroneousJet.com sincerely apologizes for the experience and inconvenience that Ms*** had with this first orderThis is certainly not an experience we want any of our members to haveBoth items have since been
removed from the site until they can be accurately updatedOnce the items are available, if Ms*** wishes to reorder them, we will honor the price she originally paidWe have placed a credit for all of the trouble on MsHolowicki’s Jet.com account, and refunded her for orders that have shippedIf Ms*** has any other questions or concerns she may contact any of our JetHeads by phone at *** ** ** *** ** ***

We sincerely apologize about the inconvenience this has caused Mr**When Mr** initially contacted *** on 1/25/he asked to return the incorrect items he had receivedHe was then told he could return the items and was sent a prepaid return shipping labelMr** then responded
stating that he did not have the ability to drop the package off and requested a pick upHe was told that *** was unable to do so for the particular package due to the cost of the items and size of the packageAfter further discussion, *** refunded Mr** for the order total of $on 2/20/The refund can take 3-business days to appear back on Mr**’s original payment method, depending on his financial institutionIf Mr** has any further concerns, we encourage him to contact our customer service representatives by phone at *** or by email to ***@***

Complaint: ***
I am rejecting this response because: Jet.com acknowledges that they delayed seeking the verification they required, that they have now received and accepted that verification but they still have not processed and shipped my order The complaint was filed because they had not fulfilled an accepted order The situation has not changed Nothing has been resolved To resolve this complaint they need to send the merchandise ordered
Regards,
*** ***

[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***

Jet.com apologizes for the misunderstanding with Mr***’s returnIn order for Jet.com to process a refund we first need to verify with our trusted merchant that the return has been acceptedTo do that we will need the return tracking number which Mr*** has not providedMr*** was given two different free return labels on February 17th, but when the return was sent, Mr*** did not use one the prepaid return labels provided by Jet.comMr*** stated in his response that he had *** ship back the return to himWe reached out to 123Stores and confirmed with them that they never received Mr***’s returnBecause Mr*** has the item in his possession we cannot refund his orderIf Mr*** can provide more information or has any additional questions or concerns, Jet.com is happy to assistMr*** can contact Jet.com at *** or email at ***

[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 *** and find that this resolution is satisfactory to me
However, the date the business mentioned for the refund is incorrect, as the email I received from business regarding the date on which they issued a refund was 1/17/2017. On 1/13/2017, the Jet.com (according to their email) still refused to take action to solve the issue
Regards,
*** *** ***

Complaint: ***
I am rejecting this response because: I only have one account and unsure where the other came fromHowever, if you do not refund me, I will chargeback with my bank and you will be charged more money for the chargebackLast chance.
Regards,
*** ***

1) As mentioned in our response, Jet has taken corrective action with the Jet Heads involved that gave inaccurate information about Mr***'s orders to ensure that it does not happen again.2) The Jet Terms of Use (https://jet.com/terms-of-use) does state that we do not guarantee any aspect of any product information on the Jet SitesWhen we are made aware of errors, we do everything we can to correct the issues through re-orders or refunds.3) Removal of listings on our site does take some time, depending on the listing error and the merchant involvedI apologize that the items were not removed as quickly as Mr*** would have liked.4) We are currently experiencing a site wide issue where JetCash is not displaying on members accountsOur technical team is working very hard to correct this issueWe expect this to be fixed in the next few hours and Mr*** will be able to view his available credit very soon

We are very sorry that we were unable to fulfill Mrs***’s orderJet is designed to be a fast paced ecommerce marketplace where inventory levels are changing constantly in order to bring the most opportunities to our members to save moneyMrs*** placed her order on December 26th and her
order was to be fulfilled by one of our trusted merchant partnersWhen you place an order on our site, Jet authorizes your method of payment for the amount of your order totalMrs***’s payment method was preauthorized on December 26thAll orders placed on Jet go through an order verification process and we were unable to process the order with the information Mrs*** providedLess than one hour after the order was placed, Mrs***’s preauthorization was voidedJet then sent an email informing Mrs*** that we were unable to fulfill the orderMrs*** contacted Jet on December 30th to inquire about the cancelled orderAt that time, Jet was able to verify all of the information she providedHowever, our merchant partner that was to fulfill the order no longer had the inventoryNone of our other trusted merchant partners had this TV available either so the listing was removed from our siteMrs*** was never charged for the orderOur team of Jet Heads were made aware that Mrs*** had purchased a warranty on her own to accompany the TV she purchased on JetJet does not provide additional warranties for any product we sell outside of the stated warranties in a product descriptionThe warranty Mrs*** purchased was eligible for cancelation within daysIf there is anything Jet can do to assist in the warranty cancelation, such as a copy of the Jet order cancelation, Jet would be happy to helpAgain, we deeply apologize that we were unable to fulfill Mrs***’s orderIf that same TV becomes available on the Jet site again within days of her original purchase date, Jet would gladly offer to match the price she originally paid if there is a price differenceIn addition, Jet has added a credit to her account that she may use on any future order should she decide to try us again

[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 ***, and find that this resolution is satisfactory to me
***
** ***

We sincerely apologize about the watch Mr*** did not receiveWhen Mr*** called Jet on 2/15/he was told that we would investigate any possible causes on our end for the empty boxWe also asked him to contact the shipping carrier and his local police department to open an
investigationMr*** informed us that he attempted to file a claim with the police department but was denied because the package had not been tampered withAfter the investigation process was completed by ***, Mr*** was refunded in full on 2/18/and was also issued a $credit to his account for the inconvenienceThe refund can take between 3-business days to appear back in Mr***’s account

Jet.com is very apologetic for the condition in which Ms*** received her itemOn August 10th, 2016, Ms*** spoke with multiple Jet Heads in regards to the concerns with her itemMs*** was offered many solutions to address her concernsMs*** was given the option to have the damaged part
of her item replaced at no costShe was also offered to return the item for a full refund or to keep the item in its condition for a credit on her accountA Jet Head Supervisor tried contacting Ms*** on August 10th, and received no answerThe same Supervisor contacted Ms*** again later in the day on August 10th, and was able to speak with Ms*** about her optionsMs*** requested to return the table for a full refundOur Jet Head Supervisor offered to have the item picked up from Ms*** at no costMs*** was also given a credit on her account for her inconvenience and issues involving her orderIf Ms*** has any additional questions or concerns, Jet.com is happy to assistMs*** may contact our Jet Heads at ###-###-#### or email ** ** ***