Jet.com

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.

Complaint: [redacted]
I am rejecting this response because:
I can't order the item again on the website because the item is no longer the same price I originally bought the item for.   As for the Credit on  the account does me no good because I can't in good faith purchase something from a company who put me on hold when I brought the complaint to them and never picked up the phone to resolve the issue before I had to bring it to the Revdex.com.
Regards,
[redacted]

Jet.com apologizes for the experience Ms. [redacted] had involving her order and any inconvenience this may have caused her. Jet.com does not double bill our members. Jet.com charges for the items as they are shipped. Before items are shipped, our members may see pending charges on their card that add...

up to their order total. This information can be found at the top of the confirmation webpage when an order is placed at Jet.com. It is also in the confirmation email sent to a member once an order is placed at Jet.com. We have verified that Ms. [redacted] has been charged for her order total and has not been charged more than that. We recommend Ms. [redacted] check with her financial institution in regards to the overdraft fees she incurred. If Ms. [redacted] would like to call our representatives at Jet with her financial institution on the line, we would be happy to speak with them and clear up any confusion. Ms. [redacted] may contact any of our friendly [redacted].

Mr. [redacted] contacted Jet.com on July 28, 2016 in regards to his missing package. The JetHead told Mr. [redacted] to file a claim with [redacted] because the tracking number for the order (0[redacted]) shows that the package was delivered to Mr. [redacted] on July 19, 2016 and was left at the rear door...

of the residence. On July 21, 2016 the Jet.com refund department told Mr. [redacted] that in order for Jet to refund him for the missing tablet he needs to file a police report due to the price of the tablet. Once that report has been filed with the police, Jet.com will be able to move forward in assisting Mr.  [redacted] with a refund.  On July 28, 2016 Jet reached out to [redacted] to start an investigation for the missing tablet under case ID# [redacted]. Once Mr. [redacted] has filed the police report he may reach out to Jet.com’s refund department with the police report number by email at [redacted]

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.

If items purchased on Jet.com arrive defective or damaged, the items need to be returned through Jet.com for a refund. We sincerely apologize that Ms. [redacted] was told to contact the manufacturer herself as this is an issue that needed to be handled through us directly. Because of this, we have...

issued a partial refund of $59.94 (45%) to the card Ms. [redacted] used on the initial purchase. The refund will appear in the next 3-5 business days, depending on her financial institution.

Orders placed on a Saturday
do not begin processing until the next business day. Ms. [redacted] ordered on
Saturday, October 10th and 2-5 business days would have the order
delivered on Friday, October 16th. We are very sorry that that was
not clear to Ms. [redacted] when placing an order that she...

needed by October 15th.
As for the refund, Jet deeply apologizes for the delay in processing. Our refund
process should happen within 10-14 business days after the order is received
back to our warehouse. This did not happen with Ms[redacted]’s order and Jet has
thoroughly reviewed our internal processes to identify the cause of the delay
and will take corrective action. The refund was processed by Jet on December 7th.
 Again, we are so sorry for the error on
our part that caused this extensive delay. Jet has added a credit to Ms.
[redacted]’s account should she change her mind about using Jet’s online shopping
services.

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 processed. Jet posted the refund to Mr. [redacted]'s account on October 27th. Our return process with our trusted retail partner experienced a glitch and Mr. [redacted]'s refund...

should have been processed without him having to reach out to us. Jet did escalate the issue as soon as we were made aware that the refund had not processed.  We are extremely grateful for Mr. [redacted]'s feedback to help us identify the areas we can improve in our processes. Again, we are very sorry about the delay in refund. Mr. [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.

Complaint: [redacted]
I am rejecting this response because: Jet.com has proven they are a company who gives you the runaround by stating exactly what I originally posted with no solution, at least one that doesn't sound like a scam. Other companies dont require their customers to send photo copies of bills and IDs just to place an order. Not to mention, I placed the order a total of THREE times and after the third they didn't even give me a chance to verify my information. They instead cancelled it and then locked me out of my account. I cant even log in. Notice the difference in tone and remorse in their reaponse to my letter versus others. I know they just want to get rid of me and they are upset I called them out. Not one of my wants/needs was even mentioned AND even if I have that $10 credit on my account (that I can not login to) I cant order if they cant process my payments. Guess they didnt think of that. I will never order from this company again so we need to find some sort of middle ground. I welcome you to try again JetHeads   
Regards,
[redacted]

We apologize about the confusion regarding the cancellation of Ms. [redacted] order. Jet.com states that members have a 30 minute cancellation window for any order placed on our site. Unfortunately when Ms. [redacted] contacted Jet, she had surpassed the cancellation window and was told we were unable to...

cancel the order at that time. We had reached out to our trusted retail partner to see if there is any chance we can cancel the order before it arrives to Ms. [redacted], but the order had already been shipped and has an estimated delivery date of 3/17/16. Ms. [redacted] may return the items once she receives them with a pre-paid return shipping label from her Jet.com account for a refund. If Ms. [redacted] has any further questions or would like assistance in the return process, she may contact us by phone at ###-###-#### or by email at [email protected].

[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.] Thank you for your response.   Will you credit my account for the difference or will there be a code that I need to use when placing the order again?
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.
Regards,
[redacted]

[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.
Regards,
[redacted]

Ms. [redacted] received her item on July 20th, 2016 and had 30 days from this date of delivery to return her item. Ms. [redacted] contacted Jet.com on July 23rd, 2016 to inform she would like to return her item. Ms. [redacted] reached out to Jet.com several times after this to request a pick up for her item and...

was not properly assisted. Jet.com sincerely apologizes for the experience Ms. [redacted] had in returning the item. Jet.com has refunded Ms. [redacted] in full as of September 2nd, 2016. Ms. [redacted] is welcome to keep the item or dispose of it as she wishes. If Ms. [redacted] would like the item picked up at no charge, she may contact our JetHeads whom will be happy to assist. Jet.com has placed a credit on Ms. [redacted] account for her inconvenience and experience. If Ms. [redacted] has any further questions, she may contact our JetHeads at ###-###-#### or by email at [redacted].

I am rejecting this response because:The business is trying to portray itself as generous and caring, which they were not. The "Jet Head" offered me a token credit to buy more from them, and why in the world would I want to do that after being done wrong by them? I had to escalate my  complaint to the founder of the company, who turned it over to their Chief Customer Officer, who finally got a refund processed. We talked at great length about the ineptitude of their employees and lack of processes, either in order fulfillment or customer service. In short, that company is a mess. Yes, I did get my money back, after it was not available to me for an extended amount of time since Jet.com decided to debit my account before shipping the items, which NEVER happened. But I had to pass through hoops of fire to get that money back. I believe the steps taken to resolve a horrible situation like this are every bit as important as the resolution, and request that this information be publicly associated with the business.

Complaint: [redacted]
I am rejecting this response because:Jet.com obviously does not understand my complaint, or narrative, or what their company did on Oct 5th, 2016.Please allow me to re-explain:Please see the attached copy of the Email Jet.com sent me at 10:13 AM on Oct 5, 2016 stating their existed a "Billing Issue" and requesting I call Jet.com at [redacted]
This was over 8 hours (not 3 hours as Jet.com claims) after I placed the Order at 1:52 Am I called that phone number at 9:12 PM on Oct 5th and was advised that it was NOT a "Billing Issue" after all. The Email was dishonest.She said that Jet.com recognized my SHIPPING ADDRESS [redacted] as being a [redacted] and they will not ship to [redacted]!Please know that I am a Disabled Veteran and it is a lengthy explanation, but it is because of my disabilities that I have ALL packages sent to the Street Address at the [redacted] (not my Box number) and then I pay for someone to bring the shipments to me personally because of my Hearing disabilities & Physical Disabilities & difficult living situation. All other Retailers, including [redacted] ship to this address. I ask that Jet.com and the Revdex.com please re-read my original complaint with this information and the 2 Attachments I have provided.
Signed,
[redacted]

Hi [redacted]  I just wanted to follow up and thank you for responding to the email I sent informing you of the exact amount refunded to your card.  It’s great to hear that you are willing to give us another shot!  Please don’t hesitate to reach out again if we can help in any other way.   Kindest Regards,  Brooke G. Jet.com

A delivery change was
requested on Oct. 14th. This may have been a technical glitch in the
UPS system or someone other than [redacted] was attempting to change the
address. The sender did not request a delivery change until Oct. 21st.
To protect members from address changes being made without their knowledge, the
sender will request the package to be returned to them. [redacted] was refunded
for all items that she did not receive and credits were applied to her account
to make up for any difference in price or shipping if she chose to replace the
LEGO sets that are still available on our site.

Complaint: [redacted]
I am rejecting this response because:
This product has been deemed unsafe and the company is selling a defective product.  Please refund this transaction or I will bring this to the attention of viewers on my [redacted] channel and bring Jet.com to small claims court.[redacted] is refunding customers for this product as should Jet.com.  https://www.youtube.com/watch?v=DoCcnelIfxg
Regards,
[redacted]

Jet.com apologizes for the advertisement error that Mr. [redacted] encountered. Jet.com does not have any affiliations with [redacted]com’s advertisements. Therefore, Jet.com cannot honor the prices that are advertised on [redacted]com. Mr. [redacted] was given an in-store credit to his Jet account for the...

inconvenience. If Mr. [redacted] has any other questions or concerns he may contact any of our friendly JetHeads by phone at [redacted]

Mr. [redacted]'s refund was processed by Jet on November 17th. We are very sorry that something happened to his package after it was delivered to his address. When tracking information shows that a package has been delivered we do ask our members to check all other possible places the package may have been...

delivered such as with a neighbor or doorman. We also open a case with the shipping carrier to confirm the delivery was made. Many members even report packages as stolen to their local law enforcement for further investigation. As soon as Jet had performed due diligence in researching the lost or stolen package, we issued Mr. [redacted] a refund. Depending on Mr. [redacted]'s financial institution, he should see the refund back in his account within a few business days.