Jet.com

Jet.com sincerely apologizes for the inconvenience this has caused. Ms. [redacted] placed order number [redacted] on April 16, 2016. The shipping time frame of 2-5 business days is estimated, and not guaranteed.  This was explained on April 18, 2016 when Ms. [redacted] first contacted Jet.com. Within...

that time frame Jet.com was diligently working with the merchant to provide an update on the tracking information for the order. On April 21, 2016 Ms. [redacted] called asking for an update.  Jet.com advised that we are in contact with the merchant, but did not have a tracking number available at the time. We also offered to credit her account for the inconvenience, Ms. [redacted] declined. At this time Ms. [redacted] requested a refund for the order. Jet.com does not charge its members for an order until the order has been shipped. As no charge had taken place at that point we were unable to process a refund. Ms. [redacted] was unhappy with the length of time it was taking to fulfill her order and requested we cancel. Jet.com sent a request to the merchant and the order was indeed cancelled. Jet.com apologizes for the inconvenience and if Ms. [redacted] has any further questions or concerns, Jet.com is more than happy to assist. Ms. [redacted] can contact Jet.com at [redacted]

The tracking for [redacted] order shows that the items will arrive today (December 21st). If the order is no longer wanted, [redacted] can return the items with our free shipping label.  When the order was placed, [redacted] elected to waive free returns in order to maximize the savings amount on the...

order. When Jet receives the returned order, Jet will issue a refund minus the waivers remorse fee. [redacted] will receive the refund within 10-14 business days after the item is returned to Jet.

[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.Jet was immediately responsive to my complaints but it required many emails and escalations, and, ultimately I believe, the intervention of the Revdex.com to get to a resolution.  This should not have been a complicated matter.  An item was never received.  Delivery was never attempted (for some unknown reason).  Customer requested refund. It is important for consumers to understand that (some) items sold through Jet.com are actually provided by other merchants and fulfilled  (and delivered) by other companies. Unlike other online marketplaces, these companies cannot be contacted directly, but only though Jet.com support.  As far as I know there is also no way to leave a review or rating that would reflect their level of service.   For some reason the Jet<->Merchant technology and the Merchant<->Fulfillment technology was inadequate to get a quick response. 
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because Jet.com has done nothing to rectify the situation.  Since that time, Jet.com, I have recevied the following emails demonstrating ther bait and switch tactics continue. From: [redacted] Sent: Friday, July 29, 2016 8:51 AM To: [redacted] Subject: RE: Thanks for your Jet order #[redacted]Dear [redacted],Thank you for contacting us about this issue. I will be more than happy to help you this morning.Yes, you are correct. Your order was cancelled twice due to inventory issues with the merchant. We are so very sorry for this. This type of thing does not generally happen and we try our very best to keep our inventory updated in real time. We also sent out a replacement bag at no cost to you. It is not the exact bag that you originally ordered, however it is very similar. It is the exact style it just has a slight color difference. No worries about your credit card being charged.  We really appreciate your time and patience in this situation and I hope that you will give Jet another chance in the future. Please let us know if you have any other questions or concerns. We are always here for you day or night 24/7. Sincerely, Amanda M.Jet Head | Jeepin' Girl | Animal Lover[redacted] (###-###-####)   We also sent out a replacement bag at no cost to you. It is not the exact bag that you originally ordered, however it is very similar. It is the exact style it just has a slight color difference. No worries about your credit card being charged.  We really appreciate your time and patience in this situation and I hope that you will give Jet another chance in the future. Please let us know if you have any other questions or concerns. We are always here for you day or night 24/7. Sincerely, Amanda M.Jet Head | Jeepin' Girl | Animal Lover[redacted] (###-###-####) 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I would like to keep our communication on Revdex.com with public so everyone can see this. And in addition, Jet.com has not provided any other solutions but kept saying what had been said.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like to attach to listing ! It pearly says 5 piece table /chairs . That's false advertising 
I just want the item that I purchased 
Regards,
[redacted]

Jet.com sincerely apologizes for the inconvenience surrounding Ms. [redacted]’s recent order. Unfortunately, Jet did indeed have a listing error on our site. The item in particular has been removed while we correct the issue. Due to the item being listed for the incorrect price, Jet has ag[redacted] to correct...

the issue for Ms. [redacted]. We have issued a credit to Ms. [redacted]’s account for the difference between what was initially paid and the cost of the correct item. If Ms. [redacted] has any additional questions or concerns, Jet.com is happy to assist. Ms. [redacted] can contact Jet.com at [redacted] or email us at [redacted]

The order Ms[redacted] placed
for two Car Seat and Stroller [redacted] Systems contained a significant pricing
error on our site and our trusted retail partner was not able to fulfill the
order. As soon as Jet was made aware of the error, the [redacted] System was
removed from the site until the price...

could be adjusted. We are very sorry for
the cancellation and Jet has gone ahead and placed an order for two Travel
Systems for Ms[redacted] with an estimated delivery date of November 2nd.
Jet will follow up with Ms[redacted] in her personal email as soon as tracking information
is available.  We encourage our members to
let us know if they find an error or notice something on our site that doesn’t
look right by reaching out to us at [email protected].
We appreciate the assistance and apologize for any inconvenience.

Jet.com apologizes greatly for the experience Ms. ** had involving her order and any inconvenience this may have caused her. We spoke with our trusted retail partner in regards to this refund and because the item was returned in a damaged condition, a full refund was not processed. As of...

7/28/2016, Jet has refunded Ms. ** in full for the remainder of her order. This refund will take between 3-5 business days to appear back on Ms. [redacted] card, depending on her financial institution. If Ms. ** has any additional questions or concerns, she may contact Jet by phone at ###-###-#### or by email at[redacted]

Complaint: [redacted]
I am rejecting this response because:
I return items back to Jet.com, after placing a second call hoping to getthe coupon adjustment so I could keep the items, but was not successful.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I made the purchasing decision according to the Jet.com website's advertisement. If any mistake on the advertisement, it is hundred percent Jet's fault.
For hundred percent someone else's wrong doing. Why 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 before. Got 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 fix. For some, until the item sold out, nothing changes.
I can't stop asking my. Is 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 employees. I 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]

Jet.com sincerely apologizes that the tracking information was not updated to Ms. [redacted]’s Jet.com account. Ms. [redacted] may have located the tracking information on the email Jet.com sent to Ms. [redacted] once her order shipped. Ms. [redacted] also received the tracking number when she spoke with our JetHeads on various occasions. When a package shows delivered according to the tracking information, Jet.com does request that a police report be filed. Jet.com has confirmed that a police report may be filed when a tracking number is provided which shows a package has been delivered. Jet.com apologizes that no signature was requested on Ms. [redacted]’s package. We keep our trusted retailers to very high standards when fulfilling our orders. Jet.com has sent feedback to our trusted retailer to request that all orders going forward be delivered with a signature requested. Ms. [redacted] requested no further contact from Jet.com. Our Refund’s department will continue to work with Ms. [redacted]’s financial institution to resolve this issue. Again, Jet.com does greatly apologize for Ms. [redacted]’s experience. If Ms. [redacted] has any further questions, she may contact our JetHeads at 1 (855) 538-4323 or by email at [email protected].

Jet.com would like to apologize about the confusion with Mr. [redacted] order. On August 3rd, Mr. [redacted] was refunded for the [redacted]c, 12 Fl Oz, 35 Ct because the tracking had not shown any movement. Mr. [redacted] contacted Jet.com on August 4th, 2016 to let us know some of the cans were dented and...

had a replacement sent out. On August 5th, 2016 Mr. [redacted] reached out to Jet.com to let us know the cans had arrived dented. A JetHead credited Mr. [redacted] account for the damaged [redacted]c, 12 Fl Oz, 35 Ct. If Mr. [redacted] has any other questions he may contact any of our friendly Je[redacted]

Hello [redacted] This is never an experience we want our members to have while shopping with Jet. The listing errors have since been corrected and the information is now reflecting accurately on our site. Listing errors do occur on occasion and we do our best to find these errors before our members are affected. However, some errors do appear on the site and we are always more than happy to get you taken care of with a free return for a full refund. We have issued you a refund for the items that were affected by the listing error as of December 13th. At this time, we will not be fulfilling the full quantities in connection to your recent order. If you have any questions or concerns, feel free to reach out to us any time at [email protected]. Best Wishes, Alyssa T. Jet.com

I am so sorry to see that you have received the incorrect size of rug. This is not something we want to see happen to our members. After reviewing your account and the rugs listing, I can confirm that there was an error in connection to the listing that caused the fulfillment to be incorrect. I can...

assure you this is not a situation we see happen often. I apologize for the inconvenience this return has caused you. Unfortunately, we are unable to systematically reimburse the cost of the repackaging supplies to your payment method.However, I have added a substantial credit to your Jet.com account that you may use towards a future order. I know this is not ideal, but we definitely want to do our best to make this up to you. This credit can be used towards anything on our site wither it be used for pet supplies, baby supplies, arts and crafts, office products or even household items to save you from a trip to the store. We also have gift cards offered on our site for different stores and restaurants, so you could use the credit towards a gift card of your choice. To use this credit, proceed to the checkout and look for a line that says "pay with credits" on the final order review page. Check the corresponding box to deduct the available credits from your order total. If you have any questions or concerns, feel free to reach out to us any time at [email protected] Wishes,

I am rejecting this response because:I will never buy from you again.  I want reimbursement for repackaging this huge error.

Hello [redacted] I want to apologize for what happened with your recent order. A damaged delivery is not a situation we want our members to deal with and I can assure you that this is not something we see happen often. After reviewing your account, I am happy to see that our team has already...

taken care of you with a partial refund as of September, 15th, 2017. If you have additional questions or concerns, feel free to reach out to us anytime at [email protected]. Best Wishes, Alyssa T.Jet.com

On September 3rd, Ms. [redacted] reached out to Jet.com informing us that she had received the incorrect color of cabinet. A JetHead informed Ms. [redacted] that Jet can set up a pick up for the item if she chooses to return the cabinet. Ms. [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 ###-###-####.

Complaint: [redacted]
I am rejecting this response because:I ordered on 10/2/15 the video card.  My visa card was charged and confirmation emails were sent and shipped.  Within hours of seeing this item it was sold out.  It was not until Monday October 5th that Jet changed the code on their website to reflect the 290x.  I have the [redacted] site cache to prove it.  I was not offered any money or any refund of my promotion at all until I contacted the Revdex.com.  A company should HONOR THEIR promises.  Again, I will quote their email that was sent to me:When Jet or Jet's Trusted Retail Partners are out of stock on an item, the Jet Heads will find it elsewhere on the web and place a special order for you. Don't worry, you still pay the same price, and we never share your payment information with any other sites. We only share your address so they can ship you your item(s).Jet has never reached out to let me know that the item they were sending me was not the item I had ordered.  It was not until after I received and opened my package that I discovered THEIR error.  Jet never offered me so much as an apology or a credit until AFTER I contacted the Revdex.com.   Jet can give me all the monopoly jet money they can dream of but I will not shop from a company that so openly deceives their customers.

We are very sorry about Ms.
[redacted]’s experience ordering a costume on Jet’s website. The costumes in Ms. [redacted]’s
order came from two different trusted retail partners and those merchants were
provided with the information listed in the shipping address of Ms. [redacted]’s Jet
account.  We...

are truly sorry that the shipping
zipcode she had entered on her Jet account was incorrect and caused one costume
to be returned to sender. One merchant successfully realized the shipping
zipcode mistake and was able to correct it prior to shipping. The other
merchant was not able to catch the error and the package was delivered to the
wrong location. This is absolutely not the experience we want for our members
and is not something we take lightly. Our team of Jet Heads personally called
multiple post offices and our merchant partner on Ms. [redacted]’s behalf in attempt
to locate the package to have it rerouted. Jet does not have the option
to expedite shipping on Jet orders so we were unable to place another order for
Ms. [redacted] that would make it to her before Halloween. Ms. [redacted] made other
arrangements to obtain a costume for her daughter and we are very happy that
her daughter did not have to go without. Jet is not able to cover costs incurred
through other online retailers but we have refunded her in full for the order
she placed on Jet. Our team of Jet Heads worked
very hard to assist Ms. [redacted] in locating the missing costume. We deeply apologize
that these behind the scene efforts were not apparent to Ms. [redacted]. In
reviewing the phone call interaction Ms. [redacted] mentioned, she did not ask to
speak to a supervisor. Our supervisor did not refuse to come to the phone. Jet
realizes there is always room for improvement though and we will be working
with all of the individuals involved that Ms. [redacted] spoke with to ensure that
only the best customer service is given to all of our members.We are sincerely sorry that
Ms. [redacted] did not receive the costume she ordered through Jet. In addition to
the refund that has been issued, we have added a credit to her account that she
may use on a future purchase. Jet is not able to edit members personal
information on their Jet accounts so we recommend that Ms. [redacted] correct the
shipping zipcode prior to placing any more orders on our site.