Jet.com

[redacted] placed an
order on our site on November 7th.
We were unable to process [redacted]’s order with the information provided
and his order was automatically cancelled. The pending authorization on his
credit card for this order, in the amount of $29.82, was voided the same day.
[redacted]...

[redacted] was never charged for the order. [redacted] cannot access
his Jet.com account because it has been indefinitely suspended due to activity
generally associated with website use outside of Jet’s policies.  This may
include activity that is indicative of purchasing items for resale, using
single use promotion codes multiple times, or otherwise using the website or
services in a way that is not intended. If [redacted] feels this is
an error, he is welcome to call our Jet Order Verification team at [redacted]

Complaint: [redacted]
I am rejecting this response because:The company's support staff was so phony regarding sincerity and showed such a lack of initiative and poor problem solving skills I shudder at the thought of having to personally speak with one of their sales associates. Nor do I have faith the order will be properly processed and in my world, time is money . I am gladly paying $30 more for the item from Amazon.com who has been a trusted seller of mine for years . . . Thank you for your effort and I hope my awful experience during the holiday season will deter some other unsuspecting customer who is looking for a "deal" to realize that all that glitters is NOT gold and when it comes to Jet.com . . .  RUN FOR YOUR LIFE!
[redacted]

Jet.com has issued a full refund to [redacted] for the missing and damaged items from this order. Jet.com apologizes that [redacted] packages arrived in an unsatisfactory state. If Ms. Hodle has any further questions or concerns regarding this order, she may contact our Jet Heads at [email protected] or...

[redacted]

Complaint: [redacted]
I am rejecting this response because: (1) There was a technical issue with the Jet.com website that would not allow me to cancel the order within their 30 minute window.  (2) Moreover, I used my own FedEx account to return the damaged item on Feb. 18, 2016; this was done because Jet.com would not use my FedEx account number to bill me the return costs at my lower rate. I verified with partner, [redacted], that they did receive and processed the merchandise on Feb 22, 2016 and that backup document was provided as proof of the return.  Because Jet.com would not process the refund and blocked my credit card company from doing so (as originally promised in and e-mail from Jet.com), I had no other recourse other than requesting [redacted] in early May 2016 to return the damaged shipment to me, and am currently in negotiation with the manufacturer to repair.  Between the extra shipping costs and repair bill, my costs total ~$300 -- not to mention countless hours of time trying to resolve issues. I'm not the only one who has had serious issues with Jet.com, and I now know why. I've dealt with Amazon.com for years and they have always gone "above and beyond" to rectifying damaged merchandise or order cancellations.
Regards,
[redacted]

Jet.com apologizes for the experience that Mr. [redacted] had on our site.  Any time an order is placed on Jet, there is a 30 minute window in which that order can be canceled.  On May 18th, 2016, Mr. [redacted] called in after that timeframe, and we were unable to cancel his order. On May 24th,...

2016, Jet reached out to Mr. [redacted] about his late order.  Because of Mr. [redacted]'s concerns surrounding our trusted merchant, Jet processed a refund for the total amount that he paid.  Again, we apologize for this experience.  If Mr. [redacted] has further questions or concerns he may reach us via email at [redacted] or by phone at [redacted].

Jet.com sincerely apologizes for any inconvenience that Mr. [redacted] has encountered while trying to get the [redacted] Premium Genuine Dills Pickles delivered properly. Jet.com is always working better and smarter ways to package their items to stop any damage from happening in transit....

Unfortunately once the items leave Jets facility we have no way to guarantee delivery of the items. Whenever an item is damaged in transit, Jet.com will inform the member of this and offer a re-order or refund to meet the member’s needs. Mr. [redacted] has been refunded for all items that have been ordered, thus encountering no charges for these items, as well has been provided a credit into his account to make up for the inconvenience. While this credit will not cover the complete cost of a new order, it will allow the items to be less than Mr. [redacted] first order. Jet.com’s prices continually fluctuate for multiple reasons in order to stay competitive with other online merchants. If Mr. [redacted] has any additional questions or concerns, he may contact any of our friendly JetHeads at ###-###-#### or email us at[redacted]

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.

Complaint: [redacted]
I am rejecting this response because:
It took more than a month to get refund from this company and ONLY after filing multiple complaints filed with Revdex.com and credit company. If this company so sorry for what happening to their customers and it is not experience what they want for their customers to have, then just simply change your methods of dealing with your customers. Have a normal customer service and if you are in sales industry try to learning from the industry’s best. Levels of ignorance and many other discussing methods which I have personally experienced in dealing with this company is beyond comprehension or understanding. It beats me how can anyone able to get away with what they are doing nowadays. None of the customer service representatives being contacted by emails or phone calls NEVER get back to me for second time, including promises in writing to escalate issue further and get back with solutions as soon as possible. I have been given multiple lame excuses with standard phrases which clearly should not be a customer’s concerns after they charge customers credit card on full. Issues were only transferred between representatives and shuffled around with no clear answers received. Again, only after filing multiple complaints with consumer protection organizations this company finally replied to Revdex.com. Consumers needs to be aware of the facts that similar circumstances might occur again in dealing with this company, as they selling items not available in stock and conveniently for them in case of any trouble blaming all unfortunate events to their so called suppliers, merchants and etc. I personally will never deal with this company ever again and it is highly recommending to public to stay clear of this company’s unfair selling practices and do business with other more reliable and trustworthy internet retailers.      
[redacted]
[redacted]

On August 9th, Mr. [redacted] reached out to the JetHeads to request the TRIPLE15 promotion code be honored for his first order. A JetHead told Mr. [redacted] that we would offer a one-time credit to the account that would equal the total amount of the promotion code. Mr. [redacted] called in later that...

day for the credit to be applied to his order which was placed that same day.  Jet.com apologizes for the confusion this has caused. If Mr. [redacted] has any other questions or concerns he may contact any of our friendly JetHeads by phone at [redacted] or by email at [email protected]

Jet.com apologizes for any confusion with Ms. [redacted] Jet Anywhere requests. Ms. [redacted] has been awarded JetCash for her eligible travel purchases. To qualify for JetCash, reservations must be done online through our Jet Anywhere portal and the reservation confirmation email must be forwarded to...

[redacted] within 14 days of the initial purchase date. Once the trip has been completed, a receipt or proof of travel completion must be sent to [redacted] to be awarded the JetCash. If Ms. [redacted] has any additional questions or concerns, Jet.com is happy to assist. Ms. [redacted] may contact any of our friendly JetHeads at ###-###-#### or email us at [redacted].

On February 25, 2016 Jet.com informed Mr. [redacted] by email that hisJet.com account was deactivated. We have deactivated Mr. Luo‘s account and removed the JetCash from the account due to activity indicating purchasing items for resale through Jet Anywhere claims, submitting returned or...

cancelled orders, or using the site in a way that it was not intended for. Jet.com will not be reactivating Mr. Luo’s account, nor reissuing the JetCash Mr. [redacted] previously received.

Hello [redacted] I am so sorry to see what has happened with your recent order. I can assure you that the experience you have had is not typical of our services and I would be more than happy to take a look into your account and get you taken care of today. After reviewing your account, I do not...

want to trouble you with a return of your recent order, so I have issued you a full refund. You will see this refund return to your method of payment within the next 2-5 business days. If you have any questions or concerns, feel free to reach out to us anytime at [redacted]Best Wishes,Alyssa T.Jet.com

Jet.com sincerely apologizes for any inconvenience that Ms. [redacted] may have encountered during these orders. Jet.com does create a pre-authorization on the purchaser’s card at the time of purchase to ensure sufficient funds are available. Once we can confirm the funds are available, the order is sent to the fulfilling merchants to be shipped out. Jet.com does not charge the member twice the amount of the order, only one pre-authorization is placed on the card for the order total. Once an order ships, the order will then be charged. If there are multiple shipments in an order, the charges will be placed on the member’s card as each item is shipped out. This is to prevent the member being charged for an item that has not yet shipped. Because both of Ms. [redacted] orders were shipped in multiple shipments, Ms. [redacted] did encounter multiple charges on to her card. However, at no point did these charges exceed the order total that Ms. [redacted] was shown during the checkout process. Because Jet.com charges for each individual shipment, the original pre-authorization will not be finalized as it is for the entirety of the order. Once an item is shipped, the pre-authorization is cancelled and at this time it is dependent on the financial institution as to how quickly this pre-authorization is removed from the payment method. If Ms. [redacted] has any further questions, she may contact any of our friendly [redacted] or by email [redacted].

Jet.com sincerely apologizes about the incorrect item that Ms. [redacted] received. When Ms. [redacted] initially called our customer service representatives on 2/22/16 we reached out to [redacted] in attempt to refuse the package. [redacted] was able to refuse the package and return it to the sender. On...

3/9/16 Ms. [redacted] called in to follow up on the status of her refund and was told that the item was delivered back to the sender on 3/2/16 and that the refund will take 10-14 business days to appear back on her account. The refund was settled in full on 3/14/16 back to the card Ms. [redacted] initially purchased the item on. If Ms. [redacted] would like further assistance she may contact our representatives by phone at [redacted] or by email at [redacted].

Complaint: [redacted]
I am rejecting this response because:
This really is no response... I received no information regarding a suspension or cancellation of my account until after I had first spoke with their rep. He stated that he would be willing to offer a credit to offset the difference and started at $10. Upon review, I discovered that this would not bridge the difference between new and used price and asked for $20- this is when I was notified that my account was inactive and that nothing could be done. Then, only after expressing my side, they reactivated the account and stuck to the original offer with no regard for the previous conversation. This feels like a very deceptive approach from a company that is trying to compete in a customer service driven market. Also, if they are trying to contact me directly, maybe they should try NOT blocking their number or leaving a message. Only parties with something to hide utilize such tactics...
Regards,
[redacted]

Jet.com sincerely apologizes about Mr. [redacted] experience. When Mr. [redacted] contacted us regarding the status of the order, we had already been reaching out to our trusted retail partner to obtain information on the order every day since the second business day after the order was placed. We did...

not receive a response from them by the next time Mr. [redacted] contacted us, but we assured him we were still reaching out to obtain any information possible and that we would contact him once we did. At this time the item has been refunded in full back to the card Mr. [redacted] initially purchased it on. This refund can take 3-5 business days to appear, depending on his financial institution.

Jet would like to apologize to
Ms. Hemingway for the delay in information regarding the TV’s that were
ordered. As soon as Jet learned that [redacted] received only one TV, Jet
began reaching out to our merchant partner to figure out the error. It is a
process that does take some time to...

research tracking, inventory, system
errors, or any other issue that could cause the delay. Jet 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 refund. Depending on [redacted]’s
financial institution, it may take 4-10 days for her to see the refund in her
account. Jet has also added a credit to her account that she may use on any
future order.

Jet is very sorry that Ms. [redacted] had difficulties creating an account on Jet.  In order to purchase items on Jet.com, a membership is needed.  Ms. [redacted] called in on March 12th for assistance in creating her account.  Later that day, Ms. [redacted] was able to create an account and...

purchase Intuit TurboTax Home & Business Federal E-File + State 2015.  On March 13th, Ms. [redacted] called in and deactivated her account.  Ms. [redacted] was wondering when her item would ship, and Jet advised her that since the order was placed on Saturday the latest Ms. [redacted] would receive her order is Monday March 21st.  This particular item had a 2 – 5 business day estimated delivery.Ms. [redacted] called and emailed in a few more times that day and asked that a supervisor call to take her complaint.  When Jet’s member services supervisor called Ms. [redacted] to follow-up with her, the phone number that was listed was for a department store.  Ms. [redacted] said that email is the best way to get a hold of her.  Another supervisor sent Ms. [redacted] an email to discuss her feedback, which was then sent over to our developers.  On March 18th, Ms. [redacted] received her order for the Intuit TurboTax Home & Business Federal E-File + State 2015.  Ms. [redacted] then called in on March 20th asking for an invoice.  Currently, Jet.com doesn’t have a way to send invoices, instead Jet has the order history and receipt.  Jet.com then emailed Ms. [redacted] a copy of her receipt.  Again, Jet deeply apologizes that Ms. [redacted] had a terrible experience with Jet.com as this was Ms. [redacted] first order.

Jet.com sincerely apologizes for any inconvenience that [redacted] may have encountered with this order. The original purchase was systematically cancelled due to low availability. [redacted] contacted Jet.com on December 20th, 2016 for further assistance with this issue. The computer has since...

been reordered and the original price was honored, it is scheduled for delivery today, December 23rd, 2016. If there are any other questions or concerns Jet.com has support available 24 hours a day at [redacted] or [redacted]

We are very sorry that [redacted] received a used item. Jet does not sell used or refurbished products and we will address this with our trusted retail partners. Jet offered a credit to [redacted] if he wanted to keep the item or he had the option of a free return in order to receive a full...

refund. [redacted]'s accounts were not blocked due to the used item he received. Accounts may be blocked based on any number of activity indicators. This activity may include behavior 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 intended. After reviewing [redacted]'s accounts, Jet reinstated a single account and applied the credit that had originally been offered. [redacted] is still eligible for a return if he would rather send the item back for a full refund.